Coffee Society

Thank you for reaching out to us through the [redacted] about your concerns. We would like to take this opportunity to address them here.  
It is important to us that professionals are introduced to interested customers who are ready to hire. Before requests are sent to...

professionals, each request has to pass through a verification system that includes both manual and automatic checks. The system is in place to ensure the requests we are sending to professionals come from legitimate individuals who are looking for an appropriate service, and that the requests have the information needed for a professional to decide if they would like to quote. We encourage all professionals to report anything concerning. We will take the appropriate action as we respect the professionals who use Thumbtack.
Thumbtack is an advertising platform where professionals pay to send their business information to customers who are looking to hire. Once a quote has been sent, the credit used to send the quote is non-refundable, unless the situation falls under specific guidelines. This is outlined in our terms of use, which professionals agree to when they sign up: [redacted].
If you or any other professional has questions about a quote or refunds, we can be reached at [redacted] or ([redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

As stated before they are just repeating the same line over and over again. Their customer service had a different answer.  Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Thank you for reaching out to us through the [redacted] about your concerns. I would like to address these concerns here.
 
A review will not be deleted on Thumbtack unless it is out of compliance with our Content Policy, which can be seen here:[redacted].
Maintaining these standards is what gives legitimacy to our entire review system, including positive reviews.
At Thumbtack, we want to be transparent with both our customers and professionals and any decisions made are for the purpose of benefitting  both parties. If you or any professional or customer has questions or concerns regarding reviews, our customer support team would be happy to help and may be reached by phone at [redacted] or email at [redacted].

Thank you for reaching out to us through the [redacted] about your concerns. We’d like to take the time to address them here.
It is important to us that professionals are introduced to interested customers who are ready to hire. Before requests are sent to professionals, each request has to pass...

through a verification system that includes both manual and automatic checks. The system is in place to ensure that the requests we are sending to professionals come from legitimate individuals who are looking for an appropriate services, and that the requests have the information needed for a professional to formulate a quote. We also encourage all professionals to report anything that looks suspicious. We will look into it carefully as we respect the professionals who use Thumbtack.
Professionals who use Thumbtack pay to introduce their business to customers who are looking to hire. If the quote is not viewed by the customer within 48 hours, the credits will automatically be refunded. If any professional feels they were charged unfairly for a closed or inaccurate request, we encourage them to reach out to us so we can investigate the situation and see if it falls under our refund policy. Credit purchases are final and nonrefundable. This is outlined in our terms of use, which professionals agree to when they sign up: [redacted].  
Please feel free to contact us at [redacted] or give us a call at [redacted] with questions or concerns. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We’d like to take the time to address them here.
It’s important to us that professionals are introduced to interested customers who are ready to hire. Before requests are sent to pros, each request has to pass through a...

verification system that includes both manual and automatic checks. The system is in place to ensure the requests we’re sending to professionals come from legitimate individuals who are looking for an appropriate services, and that the requests have the information needed for a professional to formulate a quote. We also encourage all professionals to report anything that looks suspicious. We will look into it carefully as we respect the professionals who use Thumbtack.
We want to see professionals be successful on Thumbtack. In order to help pros achieve, we’ve compiled a knowledge base geared towards helping professionals. This includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles and more. Our customer support team is also available by multiple channels of communication to address concerns and provide assistance.
Please feel free to contact us at [redacted] or give us a call at [redacted] with questions or concerns. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
Hello [redacted],
I appreciate your feedback about our review system. Reviews are an important part of your Thumbtack account and I can understand your frustration with the review you received in this situation.

Reviews are an essential part...

of a professional's business because they advertise the quality of the professional's service and give customers insight into what kind of experience they can expect to have with the professional. We work very hard to make sure that customers get an accurate representation of the professionals they are considering. Once an introduction has been made, a customer can post a review in regards to their experience.
Having said that, we also recognize that there are two sides to every story and that a review may not always reflect the whole situation. This is why we encourage professionals to post replies to the reviews they receive. We want both parties to share their side of the story so anyone reviewing the information can make a determination based off of what both sides have to say.
In cases where a bad review has been left, we also encourage professionals to reach out to the customer directly and work with them to address the situation. If a customer has their concerns resolved, they can contact us and request that the review be removed or updated to reflect the new situation.
If for whatever reason, the customer's concerns can't be resolved or the review isn't going to be changed, posting a well written, professional response is a great way to demonstrate to your potential customers how you handle problems when they happen.
I know you are concerned with customers being able to leave reviews before work has been done. Even though you were never officially hired in this situation, the interactions that you have during the hiring process are also important to customers. Reviews set the expectations of what kind of experience they are going to have. For that reason, customers can leave reviews detailing any part of their experience.
I understand that you aren't satisfied with having this review on your account. I would be more than happy to discuss these options directly. Please feel free to reach out to me.
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com

Thank you for reaching out to us through the Revdex.com. We would like to take the opportunity to address your concerns here.  
We have set a high standard for the professionals and businesses who advertise their services on Thumbtack. We may limit, block, suspend or deactivate...

any Thumbtack account at our discretion. This may be done at any time with or without prior notice. In accordance with our Terms of Use ([redacted] we have closed the associated Thumbtack account. We did not make this decision lightly and will not be reconsidering the action we have taken.
At this time, we have removed this account as well as any other associated accounts. Although this service member will no longer be able to use Thumbtack, we wish them the best of luck moving forward.
Sincerely, Thumbtack Support
[redacted]

Thank you for reaching out to us about this through the Revdex.com. We are glad you were able to speak with our Marketplace Integrity team, and would like to address your concerns here as well.
Though the professionals who use Thumbtack are not endorsed or employed by Thumbtack, we...

expect them to offer quality services if they are to remain on our website. Disputes between customers and professionals do not often occur on Thumbtack, but when they do our Marketplace Integrity team is there to help. This team is in place to help customers and professionals come to a resolution
The Thumbtack Guarantee is one of the things we have in place to help customers as well. In order for the customer to be eligible for the guarantee, the situation must meet several requirements. Our Marketplace Integrity team is here to help determine eligibility and answer any questions customers may have. The Thumbtack Guarantee terms, conditions, and more information on how it works can be found here: [redacted].
If any customer or professional has questions about a dispute, we encourage them to reach out to us at [redacted]. Our support team is well trained and here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

We understand that these situations are very frustrating and we’re here to help both parties come to a resolution.
The Thumbtack Guarantee is in place to protect customers, and the Marketplace Integrity Team can determine whether or not the situation qualifies for the Guarantee. When the situation does not qualify for the Guarantee, Thumbtack will do it’s best to help find a resolution. We encourage you to continue working with the team. If the professional does not cooperate in finding a resolution and making the situation right with the customer, they may be removed from the site.
If you have any questions about your specific case, please feel free to reach out to us at [redacted]. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for contacting us about your concerns. We understand how frustrating this situation must be.
The professional involved has been removed from the site until he can resolve the dispute with you. The Marketplace Integrity Team is the best point of contact for additional information on what the next step would be. We can be contacted at [redacted] or [redacted]. We are here to help.
 
Sincerely,
 
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com about your account. We would like to take the opportunity to address your concerns here.
It is important that those on Thumbtack conduct their business in a professional way. If we find a business advertising on Thumbtack is...

not following our terms of use we may remove them until they make the necessary changes. In this situation the account was removed due to an ongoing dispute with a customer. Because of the nature of this dispute we made the internal decision to remove the account until we receive the requested information showing the concerns were resolved.
If you have questions or concerns about your specific case please feel free to reach out to us at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because: Thumbtack is not responding to my primary concern, which is my experience of paying to receive job offers that turn out to be fake. I have experienced fraud while trying to use their services, and observed that offers come from people whose identities are impossible to verify (everyone has names like [redacted] and do not come up on [redacted], and so are the contractors whose "success stories" are featured to lure new paying customers in). Thumbtack's response that they verify all potential customers has no substance. It is no more than their word, and I do not see any proof. After trying to discuss this issue with Thumbtack, I am left with a strong suspicion that their business model is a scam and should be reported to criminal enforcement. What I see is a business built on selling contractors fake customer contacts that obviously don't convert into jobs.Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: THIS COMPANY HAS REPEATEDLY REFUSED TO HELP ME AND NOW, ME AND MY DAUGHTER'S LIFE ARE IN DANGER BECAUSE OF THIS COMPANY. I WOULD HAVE NOT KNOWN ANYTHING ABOUT THIS PERSON IF IT WEREN'T FOR THUMBTACK. I AM OUT MORE THAN $10,000 WHICH I HAVE TO SPEND FIXING HIS DAMAGE, FINISHING THE CONSTRUCTION THAT HE WAS SUPPOSED TO DO AND RETURNING MY HOME TO A FUNCTIONAL STATUS. THIS COMPANY SHOULD BE PAYING ME FOR THE MONEY THAT I LOST FROM THEIR CONTRACTOR AND THEN THEY CAN GO AFTER HIM. THIS IS COMPLETELY INEXCUSABLE.Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to address these concerns here.
We understand it can be very frustrating for professionals to receive negative reviews. This is especially true for professionals who work hard to maintain good...

reviews on their profile.
A review will not be deleted on Thumbtack unless it is out of compliance with our Content Policy, which can be seen here: [redacted].
Maintaining these standards is what gives legitimacy to our entire review system, including positive reviews.
We appreciate feedback from professionals and customers alike. Feedback helps us make the right changes to the site, and improve it for everyone. We recently opened a suggestion box where professionals and customers can leave feedback: [redacted]. Feedback is sent right to our Product Team, and they take it into consideration when making future changes to the site.
If you or any professional or customer has questions or concerns regarding reviews or feedback, our customer support team would be happy to help and may be reached by phone at [redacted] or email at [redacted].
We are always here to help.
Sincerely,
Thumbtack Support
[redacted]

Hello [redacted],
Thank you for reaching out to us through the Revdex.com and for speaking with our Marketplace Integrity team as well. I would like to address your concerns below.
We understand that these types of situations are very frustrating. It’s important to note that Thumbtack...

is a marketing channel for professionals to use to reach out to customers. Though professionals may display their photos, credentials, reviews, and other such information on the Thumbtack platform, the professionals listed on Thumbtack are not endorsed by Thumbtack.
With that being said, we do expect the professionals who use Thumbtack to offer quality services and reserve the right to remove professionals if they do not serve the customers they found on Thumbtack well. In this case, we have worked with the professional in question and because they will not rectify the situation, they have been removed from our site and will no longer be able to use our platform. We appreciate your cooporation and help throughout this process.
If you or any customers or professionals have questions, we encourage them to reach out to us. We are here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]

Initial Business Response /* (1000, 5, 2015/12/09) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your situation and for working with our Marketplace Integrity team as well. I would also like to address your concerns here as well.
At Thumbtack,...

we expect all professionals to maintain a certain standard of work, and when that standard isn't met, we want to know about it. In rare situations like yours, we do all in our power to work with the professional and the customer to come to a resolution that both parties are happy with. Our Marketplace Integrity team handles these communications and will gladly assist any professional or customer who may need assistance.
We encourage all Thumbtack professionals and customers to reach out to us if they have any concerns or questions. We can be reached by phone at XXX-XXX-XXXX or through email at [redacted]@thumbtack.com. We're always here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your resolution assumes that the other party is an actual professional with the means to offer a resolution. In my case, you allowed a criminal access to people and he used that opportunity to scam innocent people. Mediation will do nothing to resolve this type of situation.
Final Business Response /* (4000, 9, 2015/12/30) */
We understand that each case is unique, and we take different approaches based on the situation at hand. Our Marketplace Integrity Team here at Thumbtack is trained to handle sensitive problems like this, and we'd like to speak with you more about your experience with this professional and our site.
We take things like this very seriously, and would like to continue to work with you and find a solution. Please reach out to us at your earliest convenience. We're here to help.

We realize how frustrating a situation like this can be and thank you for working with our team and with our support manager as well. To encourage transparency and honesty, we only remove reviews which violate our content policy. Sometimes, to better understand where a review falls with our content policy, we ask for additional information about the situation. In this case, we would need documentation to be able to look into it further and take the appropriate action.
If you have any questions about your specific case or would like to provide proof, please feel free to reach out to us at [redacted]. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Thank you for your feedback regarding Pro Assist and Suggested Questions as well.
 
The suggested question feature is meant to promote dialogue between customers and professionals. Regardless of the question the customer has asked, the professional can use that opportunity to market their business and customer service skills. This is a new feature and feedback from professionals helps us make the right changes. Professionals can express feedback by talking to our customer service team, or leaving suggestions here: [redacted]. No matter the channel professionals use to submit feedback, it’s all given equal consideration when the Product Team makes changes. Pro Assist is a new program and it will continue to change as we grow and we receive more suggestions from experienced professionals.
 
If you have any questions or concerns please reach out to our support team at [redacted]. We are here to help.
 
Sincerely,
 
Thumbtack Support
[redacted]

Hello [redacted],Thank you for reaching out to us through the Revdex.com about your concerns. I would like to address them here.At Thumbtack, we respect the professionals who use our site. This is why each request that is submitted to us goes through a verification process that is both...

maual and automated. With that being said, we encourage all professionals to report anything that looks suspicious and we will look into it right away. We do not allow fake requests on Thumbtack and reserve the right to take action if they are found. We want the professionals who use Thumbtack to get hired as often as possible. This is why we have created articles that are based in research to help professionals get hired. These articles can be seen in a section of our website called our Pro Center here: [redacted]/. We also have hired and trained a top quality customer support team to help professionals. They can be reached at [redacted] and support[redacted] We encourage any professionals who are struggling to get hired on Thumbtack or who have questions to reach out to us. We are happy to help. Sincerely,[redacted]Thumbtack [email protected][redacted]

Initial Business Response /* (1000, 6, 2015/11/24) */
Hello **,
Thank you for reaching out to us through the Revdex.com and for corresponding with me via email about your concerns as well. I am glad that we were able to come to a resolution that you were happy with. I would also like...

to address your concerns here as well.
At Thumbtack, our goal is to allow professionals to get their information in front of the customers they choose to market to. Each professional can read through customer requests, decide which customers suit their business best, and send quotes to those customers. Because this initial contact is so important to us, we will refund a professional for a quote if the customer does not view it within 48 hours.
We know it can be discouraging when customers do not respond. This is why we have a set of research based articles in our Pro Center that each Thumbtack professional can reference, complete with tips to help professionals to get hired and find success. Our Pro Center may be found here: https://www.thumbtack.com/pros/. Likewise, we have a well trained customer support team who are happy to help our professionals find success. We know that we do not succeed if our professionals are not getting hired.
We encourage each Thumbtack professional to reach out to us with their questions, concerns, and suggestions. We are always here to help and want our professionals to find success.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 8, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been refunded my money.