Coffee Society

Thank you for reaching out to us through the Revdex.com and for working with our customer support team as well. We would like to explain more about the Pro Assist program and how it works.
Pro Assist is a new program where professionals quote for free and only pay when they hear...

back from customers. When customers respond to quotes to learn more, schedule next steps, or hire for their project, professionals will be charged for that response. The budget feature is a guideline for the system so once that budget is hit the system will not send out anymore quotes. Regardless of the budget that is set, professionals will still be charged for each customer contact they receive. We are here to help professionals understand the benefits of this new program and apply it to their businesses so they can find success. Professionals are not currently obligated to use this program if it is not a good fit for their business.
Our terms of use states that credit purchases are not eligible for a cash refund. If professionals have questions about specific situations we are happy to look into it and see if qualifies for a credit refund. We can be reached at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Thumbtack is an advertising platform where professionals pay to introduce their business to interested customers. Professionals use credits to send quotes to customers. Credit purchases are final and not refundable. 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 and for working with our customer support team as well. We would like to explain more about the Pro Assist program and how it works.
Pro Assist is a new program where professionals quote for free and only pay when they hear...

back from customers. When customers respond to quotes to learn more, schedule next steps, or hire for their project, professionals will be charged for that response. ProAssist will match pros based on a variety of factors, including travel area, job type preferences, and availability. Since it is a new program, ProAssist is currently only available to some areas and request categories. As the program progresses, it will be available to more and more professionals.
Our terms of use states that credit purchases are not eligible for a cash refund. If professionals have questions about specific situations we are happy to look into it and see if qualifies for a credit refund. We can be reached at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
[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 that 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]
[redacted]

We respect our professionals and want the money they invest in Thumbtack to be well spent.  We have implemented a request verification process to filter out questionable requests. However, we recognize that no system is perfect. If a professional receives a request that they believe is potentially suspicious we always encourage them to contact us and report it. If the request turns out to be illegitimate, all the professionals who quoted will be refunded. We will not allow the requester to remain our on site.
We’re more than happy to take a second look at any request. If you have questions or concerns about Thumbtack requests, please reach out to us at [redacted] or [redacted]. The success of our professionals is important to us and we’re here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because: I worked with your "team" and all they did was say they couldn't help. This guy owes me $800 and a $925 cabinet drawer. I expect your company to be liable for this as you state you have insurance coverage and do your due dilligence before allowing a vendor to appear on your site. I would like a refund to show good faith as your complaint team did nothing but close my case when the vendor disappeared. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I have spoken to Thumbtack customer service and support over half a dozen times since the instance occurred. Not a single time did they keep a record or file or history of my complaint. They never did anything to reach out to the contractor or attempt to resolve the issue. I had a few of their representatives try to victim-blame me for hiring a contractor without vetting his portfolio or his referrals. This contractor has 2+ years now of public complaints and Thumbtack allows them to operate. Thumbtack has a financial interest in allowing this contractor to continue to operate, as contractors and businesses pay per lead to Thumbtack to continue to use the site. I reject their half-hearted attempt to address this issue by referring back to their careless support department while their willful negligence continues to victimize user on their site whom have come into contact with South Pro.
Sincerely,[redacted]

It matters to us that professionals on Thumbtack succeed. With Thumbtack, professionals are in charge of where their advertising dollars are spent. We send requests to professionals, and they can pick and choose which requests they respond to. There’s no obligation to quote on these requests, so professionals can respond to the ones that are the best fit for their business. Professionals have control of the requests they respond to and how their credits are spent, which helps them grow their businesses and succeed.
We’re always here to help professionals achieve, and to address their concerns as well. If you have any questions or additional concerns to discuss, please feel free to reach out to us at [redacted] or [redacted].
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. 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 that the requests we’re sending to professionals come from legitimate individuals who are looking for an appropriate services.
If any professional feels they were charged unfairly for a request, we encourage them to reach out to us so we can investigate the situation and see if it falls under our refund policy. If a request falls under the policy, credit will be reapplied to the Thumbtack account. Purchases are final and nonrefundable. This is outlined in our terms of use, which professionals agree to when they sign up: [redacted]
We want professionals to feel confident when using Thumbtack. In order to do this, we have created our Help Center. It is a knowledge base geared towards helping professionals find success and stay current with updates. This includes information on how pay for contacts works and how much it costs:
[redacted]
Our customer support team is available on multiple channels of communication to address concerns and provide assistance. Please feel free to contact support at [email protected] or give us a call at 800-948-2034 with questions or concerns. We’re here to help.
Sincerely,
Thumbtack Support
[email protected]
800-948-2034

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. 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. 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. We can see in this situation all the professionals in question were removed from Thumbtack permanently. 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]

Complaint: [redacted]I am rejecting this response because Thumbtack's terms of service never mentions variable payments. They have conveniently not mentioned it in the terms. If they believe their payment terms are fair, why is it not specified in the terms of service? The terms of service does not even have a single sentence or a phrase which says the payment for it's services could vary from time to time. If Thumbtack believe's its charges are fair to it's users then I would ask them to update their terms of service to let users know they will be charged variable rates. If they update their terms as per my request, I will drop my refund claim. If they still don't update their terms then it means their variable charges to professionals is on thin legal grounds and they are not updating their terms to avoid legal problems. In that case they should refund me my money as per my initial claim.
I am attaching a copy of their terms page with this message for record purposes.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
You are contradicting yourself. I read your policies and it states the review has to reflect the actual experience. I am telling you It is not my actual experience and it was a lie because I worked out an arrangement with the "thumbtack pro" and youre telling me you have to maintain integrity. You have no integrity l. I have text message proof it was an arrangement and you still say it is real. You are in violation of your own policy. I feel like Im talking to lobotomized ape right now. You people are insane, its a simple and reasonable request. Your company has ulterior motives that do not include any ethical actionsSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/16) */
I'm very sorry to hear about your experience with this professional. Things like this don't usually happen on Thumbtack, but when they do we do what we can to make it right. We attempted to reach out to you so we could discuss this situation in...

more detail, but we weren't able to connect with you.
We want to do all we can to protect the trust and safety of our customers and professionals. We have a team of agents specially trained to handle these situations. They'd love to speak with you more about your experience with this pro. It is very important to Thumbtack that the professionals that work through our site are honest and reputable. On the rare occasion there is a problem, we expect them to take care of the customer in a friendly and professional manner.
Thank you for bringing this matter to our attention. We never want this to be the experience you have when using Thumbtack, and we appreciate the opportunity to get this situation taken care of. We hope you will be in contact with us so we can move forward with resolving the issue. We also encourage all professionals to contact us with any questions or concerns. We are always here to help.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
I understand the policy which I might add has changed by who I was talking to. You’ll see in the attachment where their support had mentioned that I would only be charged once responding to the potential client. I was not active with the account and might add had tried to call in and cancel the service. I quit being charged for 1 month before the charges continued. I am not asking for a full refund (though to be honest I feel I deserve it for the situation at hand). I am merely asking for the last 4 months of service being refunded which equals to $150. Furthermore. The account was deledted at the same time of asking for the refund. If the policy states that the account must be open to handle these situations then may it be explained why it was canceled before answering my request. This company did not at any point make me aware of the policy at hand. I have been told many different policies by many different reps. Above are two separate emails that clearly state that I will only be charged for the contact. Not the instant match process. I was never in contact with any of these people at anytime. Therefore should receive my money back. I have also included a review written by a potential client where thumbtack allowed her to write a negative review though I had not made any contact with her. I am not asking for much. Just the last 4 months of charges.

Thank you for reaching out to us through the Revdex.com and for working with our Marketplace Integrity team.
 
Though the professionals on Thumbtack are not endorsed or employed by Thumbtack, we do expect them to offer quality services. Instances where customers have poor...

interactions with professionals they hire on Thumbtack are rare, but if they happen, we want to know about them. When we hear about these situations, we do everything in our power to work with both parties and help them come to a resolution.
 
If you have questions about your specific case, please feel free to reach out to us at [redacted] or give us a call at [redacted]. We are here to help.
 
Sincerely,
 
Thumbtack Support
[redacted]

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 by responding to their most recent email.
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]
[redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
We appreciate you reaching out to us with your concerns. I understand your reservations with a site like ours, it can be scary to give information to sources online. I am happy to explain how we handle your personal information.
It's...

important that professionals and customers feel secure while using our site. We only collect personal information during sign up in order to better understand your needs and give you with the best experience possible. This includes processing payments, and providing customer support.
This information is not sold to any third party or other website. Thumbtack employs technological and procedural security measures to protect the personal information of our professionals and customers. This includes the use of encryption, passwords, and physical security measures to help protect your personal information against unauthorized access and disclosure. You can read our full privacy policy here: https://www.thumbtack.com/privacy.
Thank you for reaching out to us. Please let us know if there's anything else we can do.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for reaching out to us through the Revdex.com. We would like to address these concerns here.
On our ProAssist program, professionals send quote messages for free and only pay when they hear back from customers. When customers respond to quotes to learn more, schedule next...

steps through consultation requests, or hire for their project, professionals will be charged for that response.
We are here to help professionals understand how we work and help them find success. If professionals have questions, we can be reached at [redacted] or [redacted].
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because: we showed  thumbtack proof  that this customer  breached our  the contract and then falsy accused  slandered and defamed our reputation And thumbtack has allowed it and then suspended our account based on false allegationsSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
Hello [redacted],
Thank you for bringing your concerns to our attention through the Revdex.com. We work very hard to ensure only valid requests are making it through to our professionals, but we recognize that our system isn't perfect...

and appreciate any feedback that helps us improve.
Our goal at Thumbtack is to help professionals grow their businesses by introducing them to new customers. Customers come to us looking for professionals who can help them with their personal projects. They fill out a request form that lets them provide details on the kind of help they need. We do our best to make sure that when those requests are submitted to professionals, they are legitimate opportunities for work.
To do this, we've created an extensive review system that checks every request submitted through our site. We monitor for information that would indicate the customer is not actually looking to hire a professional. The system is certainly not perfect, so we always investigate any concerns professionals may have with the requests they receive. If we find that a request is not legitimate, we refund the credits a professional has spent to respond.
Thank you for providing feedback and helping us to improve our system. I'm happy we were able to provide your desired resolution.
If you have any questions, please don't hesitate to let me know.
[redacted]
The Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)