Coffee Society

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Hello ***, Thank you for reaching out to us through the Revdex.comI would like to address your concerns here We know that it can be very difficult when customers do not respond to professionals' quotesThis is not the experience we want our professionals to haveThis is why each of our requests goes through a verification process that is both manual and automatedWe've also found that 80% of customers come to Thumbtack ready to hireThat being said, we are always here and encourage each of our professionals to report anything that looks suspiciousWe respect the time and money of our professionals and will look into the situation very seriously as we do not allow fake requests on our site Though our main goal is to provide a place where professionals can make introductions to new customers, we want our professionals to get hired as well; we know that we are only as successful as our professionalsThis is why we have done research and come up with tips to help our pros to get hiredThese tips can be found in online articles in our Pro Center: [redacted] We also have a highly trained customer support team that is happy to work professionals and help them to make the most of Thumbtack We encourage any professional with concerns or questions to contact us via phone at [redacted] or via email at [email protected] are always here to help Sincerely, [redacted] Thumbtack Support [redacted]

Complaint: [redacted] I am rejecting this response because: I communicated with your Marketplace Several times only to never receive a responseThey took the word of the professional that he provided a refund with confirmation than reopens the disputeIf these professionals are using your site to attract customers you should do a better job of screening themIt wasn't until the professionals became unresponsive that I did further research to see others had commented on how he does this all the time or doesn't do the work [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Hello [redacted] , I appreciate you reaching out to usI understand your frustrations and that you aren't happy with how your review concerns have been handledI appreciate the opportunity to clarify how reviews work on Thumbtack Reviews are an integral part of any businessThey help demonstrate quality and let customers determine what kind of experience they can expect to have We are dedicated to maintaining the integrity of our review systemWe want customers to feel comfortable determining what professionals they want to work withIn order to do that, they need to be able to express their opinion on how their transaction went without interference from usIn doing so, they know that when they look at other customer's reviews, they are getting the other customer's experience, not Thumbtack's There will be times where you get a rating that you disagree withIf that happens, we want you to be able to share your side of the storyOur system allows you to post a response to any review you receiveYour response will be visible to all customers who look at your reviews To clarify one point of your concern, a customer can contact us and update their reviewWe recognize that just because a review has been posted, doesn't mean the situation is finishedThis is why we recommend reaching out and working with any customer that has concerns, even if a poor review has already been leftIf your customer feels that you have taken care of their concerns, they can update their review to reflect the new situation If you are having issues working with your customer, our support group is more than happy to work with you both to try and come to a resolution I know you are unhappy with how your specific case has been handled and we certainly want to help in any way we are ableWe are happy to continue working with you and invite you to contact us directly [redacted] The Thumbtack Support Team XXX-XXX-XXXX [redacted] @thumbtack.com www.thumbtack.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is a jokeI provided Thumbtack proof the customer was happy and they have now suspended my accountThis company is a lead generator I do not understand how thumbtack can play decision makerThis is a joke I have showed proof and thumbtack needs to activate my account and stop telling me how to run a businessI have proof that these claims and **I have reached out to thumbtack at least times as I stated in my first complaintThey will not resolve any issuesTurn my account back on ASAP and review the documents I sent showing that the customer is happy with the job preformed Final Business Response / [redacted] (4000, 9, 2015/09/30) */ Hello [redacted] , I understand your frustration with how your case has been handled and that you disagree with the action we have takenWe appreciate all of the professionals who chose to list their businesses on our siteWe also take complaints very seriously and expect all of the businesses who use Thumbtack to be focused on providing good experiences for their customersIf we feel that a business isn't meeting with our expectations, we do take action in order to protect our marketplace In any situation where there is a complaint between a customer and a business, we are very happy to work with our professionals with the goal of reaching a solution that works for all parties involved We have attempted to contact you so we can continue working through your situation, but have not been able to connectPlease contact us at your soonest convenience [redacted] The Thumbtack Support Team XXX-XXX-XXXX [redacted] @thumbtack.com www.thumbtack.com

Hello [redacted] , Thank you for reaching out to us through the Revdex.com and for speaking with our Marketplace Integrity team as wellI would like to address your concerns below We understand that these types of situations are very frustratingIt’s important to note that Thumbtack is a marketing channel for professionals to use to reach out to customersThough 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 wellIn 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 platformWe appreciate your cooporation and help throughout this process If you or any customers or professionals have questions, we encourage them to reach out to usWe are here to help Sincerely, [redacted] Thumbtack Support [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: 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] ***

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 toYou’ll see in the attachment where their support had mentioned that I would only be charged once responding to the potential clientI was not active with the account and might add had tried to call in and cancel the serviceI quit being charged for month before the charges continuedI 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 months of service being refunded which equals to $FurthermoreThe account was deledted at the same time of asking for the refundIf 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 requestThis company did not at any point make me aware of the policy at handI have been told many different policies by many different repsAbove are two separate emails that clearly state that I will only be charged for the contactNot the instant match processI was never in contact with any of these people at anytimeTherefore should receive my money backI 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 herI am not asking for muchJust the last months of charges

Complaint: [redacted] I am rejecting this response because: this is from a person whom did not hire me or even attempt to work with meThis review comes from what can only be designated as a troll who's sole purpose is to defame and damage the reputations of those they do not even knowThis review needs to be removed immediately as it is not a representation of an actual experience or relationship between the claimant and [redacted] Furthermore, Thumbtack is actively engaging in this charade and the continued slander of [redacted] , their employees and sub-contractorsThis review needs to be removed immediately accompanied by a written apology from Thumbtack.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Hello ***, Thank you for reaching out to us through the Revdex.com about your concerns and for speaking with me over the phone as wellI 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 happenWe 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 ownWe 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.comWe 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: You are contradicting yourselfI read your policies and it states the review has to reflect the actual experienceI 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 integrityYou have no integrity lI have text message proof it was an arrangement and you still say it is realYou are in violation of your own policyI feel like Im talking to lobotomized ape right nowYou people are insane, its a simple and reasonable requestYour company has ulterior motives that do not include any ethical actionsSincerely, [redacted]

Hello ***,Thank you for reaching out to us through the Revdex.com about your concernsI would like to touch on them hereAt Thumbtack, we allow professionals to be in complete control over how their money is spent with usProfessionals are charged when they choose to submit a quote to a customer or purchase credits with usEach quote costs a certain number of credits and credits may be purchased quote by quote or in packagesProfessionals must approve each of these purchasesWe also have what we call profile pointsThese points are awarded for things like profile completion and do not cost any moneyOnce 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 usWe 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 automatedWith that being said, we encourage all professionals to report anything that looks suspiciousWe will look into the situation carefully as we respect the professionals who use our siteWe 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 websiteThey 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 helpSincerely, [redacted] Thumbtack Suppot [redacted]

Complaint: [redacted] I am rejecting this response because: You have repeated the same thing over and over as your responseYou haven't resolved the scam and fraudulent charge to my credit account for these actions.Sincerely, [redacted]

Thank you for reaching out to us through the [redacted] about your concernsI’d like to take this opportunity to address them 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 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 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 professionals to 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]

Initial Business Response / [redacted] (1000, 6, 2015/12/16) */ Hello ***, Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone about your concernsI am glad that we were able to come to a resolution that you were happy with and I enjoyed speaking with you as well We understand it can be very frustrating when professionals do not hear back from customersThis is not the experience that we want our professionals to haveI want to assure you that each request that is submitted through Thumbtack is put through a verification process that is both automated and manualThat being said, we encourage all professionals to report anything that looks suspicious and we will look into it right awayWe do not allow fake requests on our site as we want our professionals to get hired and know that we are not successful unless our professionals find success This is why we have an area on our site devoted to the success of our professionals, complete with research based articles, called our Pro CenterWe encourage all Thumbtack professionals to visit this Pro Center here: https://www.thumbtack.com/pros/We also have a highly trained customer support team that is ready to help any professionalThey may be reached by phone at XXX-XXX-XXXX or email at [redacted] @thumbtack.com Please let us know if you have any questions or concernsWe are always here to help Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX

Thank you for reaching out to us about this through the Revdex.comWe 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 websiteDisputes between customers and professionals do not often occur on Thumbtack, but when they do our Marketplace Integrity team is there to helpThis 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 wellIn order for the customer to be eligible for the guarantee, the situation must meet several requirementsOur Marketplace Integrity team is here to help determine eligibility and answer any questions customers may haveThe 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]

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 appreciate feedback from professionals and customers alikeFeedback helps us make the right changes to the site, and improve it for everyoneWe 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]

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 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 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 formulate a 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 credits used to send the quote are nonrefundable, unless the situation falls under specific guidelinesCredit 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, 8, 2015/12/09) */ Thank you for reaching out to us about this issueIt'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 resolvedI hope the troubleshooting steps I provided will help you in the futureIf 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 usYour success is important, and we're here to help

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 responseProAssist will match pros based on a variety of factors, including travel area, job type preferences, and availabilitySince it is a new program, ProAssist is currently only available to some areas and request categoriesAs 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 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]

We can understand how frustrating this situation would beWe sent you an email with more information about your account If you have any questions please let us knowWe’re here to help Sincerely, Thumbtack Support [redacted]