Coffee Society

Initial Business Response /* (1000, 5, 2015/12/23) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your concerns and for speaking with me over the phone as well. I am glad we were able to get your email removed from our system as you requested.
We...

know that with any website, there can be glitches, and things like this can sometimes happen. We encourage any professional or customer to please contact us directly if they are experiencing account trouble, such as receiving too many emails, and are having difficulty correcting these troubles on their own. We will quickly look into the issues and sort them out.
If you have any questions or concerns, please contact our customer support at XXX-XXX-XXXX or via email at [redacted]@thumbtack.com. We are here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Complaint Response Date bumped because: Holiday

Complaint: [redacted]I am rejecting this response because: I understand the company's policy but I DID NOT authorize to do auto-pay or how they word it "quick-pay" 
The company says that they cannot refund money but I have refunded the money into my thumbtack account which im not able to get back onto my bank account. These transactions were not authorized by me. Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to take this opportunity to address them here.
Trust is a key part of the community on Thumbtack, and it is important to us that trust is maintained. As part of our ongoing efforts to improve trust and safety on...

the site, background checks are required from select professionals. Professionals are asked to submit a background check for one of three reasons: random selection, profile incompleteness, or concerning information we have received about the professional. Once the check is completed, professionals will receive a badge on their profile. We have found that customers feel more comfortable hiring a professional who has passed a background check, and it is a factor that is seriously considered when making a decision.
Once the background check is submitted it will be processed within 7-14 business days. When Thumbtack receives the results of the background check the professionals account will be reinstated. If a professional chooses not to take the background check the account will remain deleted.
If you have any questions about a background check, please feel free to reach out to us at [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]
Tell us why here...

Thank you for working with our Marketplace Integrity Team and for following up with us through the Revdex.com as well.
 
It looks like this professional has been removed from the site until he can resolve this with you. We’re here to help both parties come to a resolution. We can be reached at [redacted] or [redacted] if you have any questions or would like further assistance in dealing with this issue.
 
Sincerely,
 
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because: THIS IS THE EXACT SAME FORM RESPONSE THAT WAS SENT TO ME BEFORE. MY REASON FOR REJECTING THE COMPLAINT WAS NOT IN ANY WAY SHAPE OR FORM ADDRESSED. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Going over the Terms that you provided, it does mention purchasing "credit" which I did do in the form of $75 during a promotion where I would receive 100 credits; a bonus of 25 credits. No where in your own terms does it say ANYTHING about billing my credit card automatically for additional credits once my credits ran out. Therefore, you are in violation of your own terms. Perhaps you would like to show me where I authorized the use of my credit card for anything over the $75? Your sales staff, which is clearly improperly trained, gave me false information about the Thumbtack package that she "highly recommended" and said nothing either about my credit card being automatically charged after my credits were used. A proper company would make a Pro purchase more credits once the credits were used up. Not bill the Pro without notification or consent. I believe the United States Federal Trade Commission should be notified about Thumbtacks business conducts as well as popular media outlets, such as the Wall Street Journal. 
You say to call your "Refunds Department" but you said earlier that it is not your policy to give refunds. I can understand for not giving refunds to a Pro that used the credits up but did not win any bids, however this is something totally different; Thumbtack charged my credit card without my knowledge or consent. I expect this to be resolved with a full refund of all the charges that you billed my credit card without my consent and that is the ONLY way I will accept a resolution on [redacted].
Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to take this opportunity to address them here.
Trust is a key part of the community on Thumbtack, and it is important to us that trust is maintained. As part of our ongoing efforts to improve trust and safety on...

the site, background checks are required from select professionals. Professionals are asked to submit a background check for one of three reasons: random selection, profile incompleteness, or concerning information we have received about the professional. In this situation we found sufficient information connecting your account to a second account that has been removed from Thumbtack. Due to the nature of these connections, we made the internal decision to remove the account. We did not make this decision lightly, but due to the association and the following interactions, the account will remain closed.
We wish you the best of luck with your business.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

We understand how difficult it can be to deal with disputes. Our Marketplace Integrity team is here to assist both parties in coming to a resolution. If a professional does not take the appropriate steps to reach a resolution with the customer, they will be removed from Thumbtack. In this case, the professional has been removed from the site until the issue can be resolved.
If you have any questions, we encourage you to reach out again to our Marketplace Integrity team. We encourage any professionals or customers with questions concerning disputes to do the same. This team can be reached at [redacted].
Sincerely,
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because: it does NOT address the problem!! they just sent a standard response..Sincerely,[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. 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 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 to see professionals be successful on Thumbtack. Our customer support team is available on multiple channels of communication to address concerns and provide assistance. Please feel free to contact support at [redacted] or give us a call at [redacted] with questions or concerns. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because:they DO NOT screen as well as claimed!!  They do not screen potential clients to ensure that the commercial client has the appropriate authority license and insurance to hire professionals in the state of Oregon  in the state of Oregon any company that is maintenance orientated or construction orientated has to be licensed from the state of Oregon even though they are out of state thumbtack does not screen those potential clients to ensure they have the appropriate licenses !
 If they were to contact the construction contractors board of Oregon directly the CCB will explain this to him in detail Or if they want they can call me and I will explain it to himSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: They are accusing me of responding to clients and I did not do this. Please correct my account and zero my balance.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Thumbtack has still not offered to refund my money.  Their response in that all suspicious inquiries should be reported is common sense.  Most illegitimate requests would not be apparent for various reasons.  Refunds should be given when requested.Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/12/09) */
Thank you for reaching out to us about this issue. It's important to us that payments are processed correctly.
I'm glad I was able to speak with you directly and ensure this issue was resolved. I hope the troubleshooting steps I provided...

will help you in the future. If there's anything you have questions about, such as writing a winning quote message or filling out your profile, please feel free to reach out to us. Your success is important, and we're here to help.

Thumbtack genuinely cares about the success of our professionals. We have implemented a request verification process to filter out as many questionable requests as possible. 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 respect our professionals and want the money they invest in Thumbtack to be well spent.
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
[redacted]

Complaint: [redacted]I am rejecting this response because:
Your policy should contain any and all reviews that the government would consider illegal such as divulging trade secrets.Sincerely,[redacted]

We realize how frustrating a situation like this can be and we thank you for working with our team. To encourage transparency and honesty, we only remove reviews which violate our content policy. We have taken a look at the review and determined that it does not violate the content policy and therefore will remain on the site.
We are happy to see you have been working with our Marketplace Trust and Safety Team regarding the deactivation of your account. We encourage you to reach out to the agent you have been in contact with if you have any questions or additional information about your case.
Sincerely,
Thumbtack Support
[redacted]

Initial Business Response /* (1000, 5, 2015/09/10) */
Hello [redacted],
I appreciate you bringing your concerns to our attention. We value the professionals who list their businesses with us and we do not take lightly cases where we part ways with a business.
In regards to your requested refund,...

because your account has been closed and you cannot use the credits you purchased, we have attempted to contact you multiple times to arrange a refund of your remaining balance. We do need some additional information in order to proceed. I invite you to contact our customer service group at XXX-XXX-XXXX to make those arrangements.
I understand your frustration with having your business listing removed from our site due to your background. As part of our ongoing efforts to improve trust and safety on Thumbtack, we have updated our professional verification process to include required background checks for some professionals. Professionals are selected for mandatory background checks for various reasons including random selection, profile incompleteness and other information surfaced to Thumbtack.
We are doing this because we want the professionals on our site to be trusted and safe. To accomplish this we have set a standard which we apply to all professionals who are listed with us. Any time concerns about a potential criminal history are brought to our attention or discovered by us, we will investigate to determine if that business meets our requirements to continue listing their services on Thumbtack. In any instance where they do not, we will remove said listing.
We understand the impact this decision may have on your business. Please understand that this is not a personal decision. We have established a benchmark for all professionals that we allow to list their services with us and we must be consistent in maintaining those standards.
Please contact us at your soonest convenience so we can move forward with returning the unused credits on your account.
[redacted]
The Thumbtack Support Team

XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 12, 2015/10/19) */
They have been clearly notified of my email address to refund my money back into my account and 10/9/15, I still haven't received my refund.
Final Business Response /* (4000, 15, 2015/10/23) */
Hello [redacted],
Thank you for reaching out to us. I have looked into your account and though it did take several days to process, your refund as agreed upon was submitted and should be complete.
Please let us know if you have any questions or concerns.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Final Consumer Response /* (4200, 17, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Several days", NO, it took several emails, a complaint through the Revdex.com, several more emails, and over a period of 3 months to return my funds to me. They should be investigated for fraudulent practices since they took my money in, deleted my account and had to be pushed, pulled, and persuaded by email and the intervention of a government agency and even more emails and persuasion just to return my funds. How many more people did they do this to and how many others haven't had their funds returned.

Thank you for reaching out to us through the Revdex.com. We would like to take this opportunity to address your concerns here.
 
Customers who use Thumbtack to find service professionals have the option to write out a custom message to professionals, or there are conversation...

starters they can use as well. We found that customers can be overwhelmed with the quotes and unsure how to take the next step in hiring. Following the launch of these conversation starters, our data has shown an increase in overall conversations, which drives an increased hire rate for the professionals on the site. As this is a part of our new [redacted] program, any feedback from professionals on how this can be improved is very appreciated. We take feedback seriously and use it to make the right changes.
 
If you have any questions or concerns, or would like to revert back to the original payment model please reach out to our support team at [redacted] or [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 touch on them here. At Thumbtack, we allow professionals to be in complete control over how their money is spent with us. Professionals are charged when they choose to submit a quote to a customer or purchase credits with us. Each quote costs a certain number of credits and credits may be purchased quote by quote or in packages. Professionals must approve each of these purchases. We also have what we call profile points. These points are awarded for things like profile completion and do not cost any money. Once a professional has a certain number of these points, they are awarded a badge on their profile with us that lets customers know they have either a bronze, silver, or gold profile with us. We use this small feature on professionals' profiles to encourage them to finish their profiles and thus have better chances of getting hired on our site.Each request submitted to Thumbtack goes through a verification process that is both manual and automated. With that being said, we encourage all professionals to report anything that looks suspicious. We will look into the situation carefully as we respect the professionals who use our site. We also encourage any professional who is not finding success on Thumbtack to reach out to us or look into our research based articles on our website. They are designed to help professionals make the most of Thumbtack and may be found in our Pro Center: [redacted]If any professional has questions reguarding payment or finding success through Thumbtack, they may reach out to us at [redacted] or [redacted]. We are here and willing to help. Sincerely,[redacted] Thumbtack Suppot[redacted]