Coffee Society

Thank you for reaching out to us through the Revdex.com about your concernsWe would like to address these concerns here We understand it can be very frustrating for professionals to receive negative reviewsThis 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 know that there are a number of reasons why customers leave the reviews they doWe also care about the reputations of our professionals, which is why we allow professionals to respond to all reviews submitted on their profilesWhen a professional receives a negative review from a customer, we highly encourage them to respond to the review in a helpful, courteous, professional mannerThis type of response shows potential customers that the professional is willing to work with all customers and make things right when a customer feels they have been wrongedIt also gives the professional an opportunity to share their story as these responses are public facing At Thumbtack, we want to be transparent with both our customers and professionals and any decisions made are for the purpose of benefiting both partiesIf 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] We are always here to help Sincerely, Thumbtack Support [redacted]

We understand how difficult it can be to deal with disputesOur Marketplace Integrity team is here to assist both parties in coming to a resolutionIf a professional does not take the appropriate steps to reach a resolution with the customer, they will be removed from ThumbtackIn 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 teamWe encourage any professionals or customers with questions concerning disputes to do the sameThis team can be reached at [redacted] Sincerely, Thumbtack Support [redacted]

Thank you for reaching out to us through the Revdex.comWe would like to address your concerns here Though the professionals who use Thumbtack are not endorsed or employed by Thumbtack, we expect them to offer quality servicesDisputes between customers and professionals do not occur often, but when they do our Marketplace Trust and Safety team is there to helpThis team is in place to help customers and professionals come to a resolutionIf a professional does not take the appropriate steps to resolve the concern, they may be removed from Thumbtack If you have any questions, we encourage you to reach out to our Marketplace Trust and Safety TeamWe encourage any professionals or customers with questions concerning disputes to do the sameThis team can be reached at [redacted] Sincerely, Thumbtack Support [redacted]

Thank you for reaching out to us through the Revdex.com about your concernsWe would like to address these concerns here Thumbtack Terms of Use outlines how and when professionals will be chargedWhile using Thumbtack, Service Members have the option to turn on Quick PayWith Quick Pay Thumbtack will automatically charge a Service Member’s stored credit card or debit card to send estimatesIf a Service Member is using Instant Match, Thumbtack will automatically charge a Service Member’s Card when interested customers respond to estimatesAll sales on Thumbtack through Quick Pay are final and non-refundableBy turning on Quick Pay, Service Members agree to the Quick Pay Terms of Use which can be found here: [redacted] The account in question was active until recently, and Quick Pay was turned on at the time of the chargesOnce an account has been deleted, new charges can not be made because we are no longer introducing the business to customers If a professional has questions about charges on their account, they are welcome to reach out to our customer service teamWe can be reached at [redacted] or ( [redacted] We are always here to help Sincerely, Thumbtack Support [redacted]

Thumbtack is an advertising platform where professionals pay to send their business information to customers who are looking to hireOnce a quote has been sent, the credits used to send the quote are nonrefundable, unless the situation falls under specific guidelinesWe encourage professionals to reach out to our customer service if they feel a quote should be refundedCredit purchases are final and nonrefundableThis 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]

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Hello [redacted] , Thank you for reaching out to us through the Revdex.com about your concernsI would like to address these concerns here We understand it can be very frustrating for our professionals to receive negative reviewsThis is especially true for professionals who work hard to maintain good reviews on their profileAt Thumbtack, we believe customers should have the right to leave reviews for professionals not just services provided, but for the overall experience with a professionalThis is why we allow customers to leave reviews once a quote has been sent to them from the professionalA review will not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com/?data=BAh7CjoHaWRpBF8otAw6CXR5cGVJIgxhcnRpY2xlBjoGRVQ...⇄ We know that there are a number of reasons why customers leave the reviews they doWe also care about the reputations of our professionals, which is why we allow our professionals to respond to all reviews submitted on their profilesWhen a professional receives a negative review from a customer, we highly encourage them to respond to the review in a helpful, courteous, professional mannerThis type of response shows potential customers that the professional is willing to work with all customers, and make things right when a customer feels they have been wrongedIt also gives the professional an opportunity to share their story as these responses are public facing At Thumbtack, we want to be transparent with both our customers and professionals and make decisions for the good of both partiesIf 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 XXX-XXX-XXXX or email at [redacted] @thumbtack.com We are always here to help Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thumbtack allowed the customer to leave a Negative/Inflammatory review yet I had absolutely no contact whatsoever with the customer other than quoting a fee in response to a Thumbtack notificationI did not speak with the customerI did not message the customerI did not email the customerI did not perform any service for the customerI was not hired by the customerThe customer's service date has not even occurred yetI continue to request that the False/Reputation Tainting review be deletedThumbtack has the ability to do this; however, they will not comply Final Business Response / [redacted] (4000, 9, 2016/01/07) */ Hello [redacted] , Thank you for your responseWe understand that negative reviews are difficult for any business, and we know it can be frustrating for a professional to receive reviews from customers with whom they have had very little contactAs we have stated before, we want our professionals to be rated for overall experienceThis is similar to a customer having the right to review a restuarant that they have entered, but not eaten atTheir experience may still be remarked on even though they have not partaken in the services provided by the businessIf we have documented that a professional has sent a quote to a customer through Thumbtack, the customer is then allowed to leave a reviewUnless this review is in direct violation of our content policy, this review will remain on the professionals profileThis is to ensure that we have continuity accrosss our site and can be transparent with all professionals and customers We want our customers to be heard, but we also want our professionals to be well representedWhen professionals receive negative reviews, the best thing they can do is respond to the reviewThese responses will also be displayed on their profile and can be seen by other potential customersYou can learn how to respond to reviews by going to our Help Center at this link: https://help.thumbtack.com?ar=kA1iXXXXXXXJm9QWe are happy to work with any professional to help them to write a quality response as we want our professional's reputations to be upheld We encourage any professional seeking help in this matter to contact us by phone at XXX-XXX-XXXX or via email at [redacted] @thumbtack.comOur highly trained support team will gladly help Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX Final Consumer Response / [redacted] (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thumbtack continues to skirt the issue at hand and continues to reiterate the same redundant responseThe Review was unfounded and inflammatoryThumbtack has the ability to remove the the Review in question but refuses to do soI continue to request that the Review in question be removed as it is defamatory to my reputation which is impeccable as indicated by the other raving reviews I received on the Thumbtack site

Thank you for reaching out to us through the Revdex.com about your concerns and for working with our team as well Professionals who use Thumbtack pay to introduce their business to customers who are looking to hireProfessionals can choose to quote on the requests that are a good fit for their business and customers have the opportunity to select who to hireIf the quote isn’t viewed by the customer within hours, the credits will automatically be refundedWhen customers view professionals’ quotes but do not immediately reach out, we encourage professionals to follow up with the customerIf 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 policyWe look into reports carefully as we respect the professionals who use Thumbtack We want to see professionals be successfulIn order to help pros achieve, we’ve compiled a knowledge base geared towards helping professionals: [redacted] This includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles, and more We sent you an email with more information about your situationPlease respond to our email so we can move forward with this issueWe can be reached at [redacted] or [redacted] We are 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 wellWe 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 customersWhen customers respond to quotes to learn more, schedule next steps, or hire for their project, professionals will be charged for that responseThe budget feature is a guideline for the system so once that budget is hit the system will not send out anymore quotesRegardless of the budget that is set, professionals will still be charged for each customer contact they receiveWe are here to help professionals understand the benefits of this new program and apply it to their businesses so they can find successProfessionals 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 refundIf professionals have questions about specific situations we are happy to look into it and see if qualifies for a credit refundWe can be reached at [redacted] or [redacted] We are here to help Sincerely, Thumbtack Support [redacted]

Complaint: [redacted] I am rejecting this response because: I dont think the contractor care too much about being removed from Thumbtack since he already got what he wanted: registered a fake account on Thumbtack, trick the user and took the money ($32,in my case)I am not sure if removing him from Thumbtack can resolve my case at allI still lost $32,because Thumbtack allow scam on the website and cause loss to the users.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response for multiple reasons #1: It has been proven by hundreds of pros that Thumbtack is creating fake user accounts to generate more revenue from pros Thumbtack used to allow up to quotes per request Now they allow or more Why else would they do this??? It's because they have figured out they can generate 3x or more revenue! Duh! #2: Thumbtack used to charge about $per quote sent When a fake "customer" generates a request, pros are being charged $10-$or more! #3: The terms of use were updated without any knowledge to the pros It's funny how none of the pros who were using Thumbtack for a year or more didn't realize quote prices had skyrocketed and they were being charged hundreds, in some cases thousands of dollars! #4: Their "support" staff is a joke I encourage the Revdex.com or anyone else to call the phone number listed in their response You get an automated system that says "we're experiencing extremely high call volume" and no one ever answers, EVER! They want to text back and forth because they don't want to deal with people over the phone because they know all they're dealing with is pissed of pros (their customers)! I have transcripts of conversations with their support staff and when they can't explain why they won't give you your money back for their scam, they say something stupid like "please refer to our terms of use." Also, when you text them, they take 10-minutes or longer to respond However, if you text something completely irrelevant to Thumbtack, they respond immediately That's pretty coincidental don't ya think?? I have tried this multiple times and it gets them every time! What a joke! #5: Thumbtack is a complete scam Luckily, I manage my accounts very closely Others haven't been so lucky I will continue to fight against Thumbtack to get them shut down no matter how long it takes Companies like Thumbtack are what ruin things for the rest of the pros out there I want my money back Sincerely, [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 professionalsRegardless of the question the customer has asked, the professional can use that opportunity to market their business and customer service skillsThis is a new feature and feedback from professionals helps us make the right changesProfessionals 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 changesPro 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] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ I'm very sorry to hear about your experience with this professionalThings like this don't usually happen on Thumbtack, but when they do we do what we can to make it rightWe 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 professionalsWe have a team of agents specially trained to handle these situationsThey'd love to speak with you more about your experience with this proIt is very important to Thumbtack that the professionals that work through our site are honest and reputableOn 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 attentionWe never want this to be the experience you have when using Thumbtack, and we appreciate the opportunity to get this situation taken care ofWe hope you will be in contact with us so we can move forward with resolving the issueWe also encourage all professionals to contact us with any questions or concernsWe are always here to help

Thank you for reaching out to us through the [redacted] about your concernsWe 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 hireBefore requests are sent to professionals, each request has to pass through a verification system that includes both manual and automatic checksThe 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 quoteWe encourage all professionals to report anything concerningWe 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 hireOnce a quote has been sent, the credit used to send the quote is non-refundable, unless the situation falls under specific guidelinesThis 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]

Complaint: [redacted] I am rejecting this response because:I have spoken to managers who explained the same thingQuick responses have done nothing for my hire rateEspecially considering that the only quick response received is one which I've already explained in my initial quoteNo one has ever responded after I explained that I've answered that question in my initial responseI also should not be charged when this happensIt seems like a scam to ensure your company can charge accounts claiming "intent" You have not addressed my concerns with messages that aren't quick responses: I have messages that are greetings and salutations such as "Hey" and "Thanks"Those aren't intentWhy am I charged? Your policy has has changed since I joined Pro Assist and I wasn't informed and choose to not participateI should be refunded accordingly.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because Thumbtack's terms of service never mentions variable paymentsThey have conveniently not mentioned it in the termsIf 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 timeIf 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 ratesIf they update their terms as per my request, I will drop my refund claimIf 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 problemsIn 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] ***

As I had explained over the phone, my business has no ties to the business that has been removed and no where was I provided any physical hard proof that there was a tie between the twoMy company is 100% under my own ownershipI will not accept a satisfied result to this conflict until my companies profile is re-instatedI urge you to dig further into the situation and reach out to my company to further verify my concernsI would like to handle this matter civilized and out of the legal system, however if Thumbtack decides to continue to make the claims and decide not to provide evidence and proof of exactly what my company has done wrong, it will be my next stepI have been a customer of your for far too long to have this happen to meI pay your company to generate leads which in return I get paid money for my services renderedAs of right now I have taken a loss in business due to this mistake on your companies partPlease Please dig into this and reach out Sincerely, [redacted] ***Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

Thank you for reaching out to us through the Revdex.com about your concernsWe’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 hireBefore requests are sent to pros, each request has to pass through a verification system that includes both manual and automatic checksThe 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 quoteWe also encourage all professionals to report anything that looks suspiciousWe will look into it carefully as we respect the professionals who use Thumbtack We want to see professionals be successful on ThumbtackIn order to help pros achieve, we’ve compiled a knowledge base geared towards helping professionalsThis includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles and moreOur 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 concernsWe’re here to help Sincerely, Thumbtack Support [redacted]

Thank you for reaching out to us through the Revdex.comWhen a customer or professional has concerns about the site we want to take the time to address them and resolve the issue 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 hours, the credits will automatically be refundedIf 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 policyWe will take the appropriate action as we respect the professionals who use Thumbtack We want to see professionals be successful on ThumbtackIn order to help pros achieve, we’ve compiled a knowledge base geared towards helping professionalsThis includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles and moreOur 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 concernsWe are here to help Sincerely, Thumbtack Support [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Hello [redacted] , Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone about your concernsI am glad we were able to come to a resolution that you were happy withI would also like to address your concerns here as well We know it is extremely frustrating for professionals when they are putting effort into using Thumbtack and are seeing little to no resultsThis is not the experience we want our professionals to haveWe want our professionals to get hired by quality customersThis is why each of the requests submitted by customers goes through a verification process that is both manual and automatedAlso, if a customer does not view a professional's request within hours, the professional is refundedWith all this being said, we encourage each professional on Thumbtack to report anything that seems suspicious and we will look into it right away As I said above, we want our professionals to get hiredWe know that we will not succeed as a company unless our professionals meet new customers and find successThis is why we have created a Pro Center complete with research based articles to help our professionals present their business in the best way possibleThis Pro Center can be seen here: https://www.thumbtack.com/pros/We also have excellent customer support specialists available and willing to help our professionals by phone at XXX-XXX-XXXXThey will take the time to ensure that each professional is taken care of We encourage any customer or professional with questions to feel free to contact usWe are here to help Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX

Thank you for reaching out to us through the [redacted] about your concernsI’d like to take the opportunity to address them here To clarify the review policy, if the review does not relate to the professionalism of the business or the work completed it does not accurately reflect the customer’s experienceOur team has reviewed the request and based on these guidelines determined that it is not in violation the policy and will remain on the siteOur review content policy can be viewed here: [redacted] We understand receiving a negative review is frustrating, especially when there’s two sides to the storyThis is why professionals can respond to reviews and they responses will be displayed on their profile along with the review If you have any additional questions or concerns about our review policy, please feel free to reach out to us at [redacted] We’re here to help Sincerely, [redacted] Thumbtack Support [redacted]