Coffee Society

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Hello ***, Thank you for bringing your concerns to our attention through the Revdex.comWe 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 customersCustomers come to us looking for professionals who can help them with their personal projectsThey fill out a request form that lets them provide details on the kind of help they needWe 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 siteWe monitor for information that would indicate the customer is not actually looking to hire a professionalThe system is certainly not perfect, so we always investigate any concerns professionals may have with the requests they receiveIf 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 systemI'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 / [redacted] (2000, 7, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Hello [redacted] , Thank you for reaching out to us through the Revdex.com about your concernsDue to your desired resolution, we have chosen to address your concerns here instead of via phone As far as requests are concerned, we send them to our professionals when they are submitted to us by customersHowever, if a professional is not receieving requests, it may be due to settings on their profile that are limiting the request flowProfessionals experiencing these issues can go to our Help Center, which is an online resource created to assist our professionalsThis can be accessed here: https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJmAJ Professionals are also always welcome to contact us by phone or email as well, as our customer support team will aid them promptly We know that it is very frustrating for our professionals when they do not hear back from customers, and this is not the experience we want our professionals to have while using ThumbtackProfessionals may also refer to the Help Center for help on getting hired and showcasing their businessAgain, professionals are welcome to contact our customer support team by phone at XXX-XXX-XXXX or email via [redacted] @thumbtack.comOur highly trained support team will take care of each professional or customer who contacts usAll of these resources have been created because we care about the success of our professionalsWe not only want them to use Thumbtack, if it suits their business, but we want them to get hired Please let us know if you have any other questions or concernsWe are always here to help Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not only have I used your help center, I have talked with one of your "professionals"The service that I ordered, that I was told by your staff would be a boon to my business, is NOT even remotely helpful, and in fact is a huge waste of time to write quotes to ghost, potential customersI simply would like my money back since this is absolutely NOT the service I was promised Final Business Response / [redacted] (4000, 9, 2016/01/07) */ Hello [redacted] , Thank you for your responseThumbtack is a channel that allows professionals to target their marketing to the customers they chooseOur goal is to ensure that professionals' information is seen by customers seeking their type of serviceThis is why we will refund a professional if a customer does not view their quote within hours Each customer request that is submitted to us goes through a verification process that is both automated and manualWe have also found that 80% of customers come to thumbtack ready to hireThat being said, we encourage all professionals to report anything that looks suspiciousWe will carefully look into it as we respect our professionals' time and money and take these type of things very seriously Though our goal is primarily the introduction of professionals and customers, we also want our professionals to get hiredWe know we only succeed if they succeedThis is why we are always happy to speak with professionals, either by phone or emailWe encourage any professional who is having difficulty getting hired to contact us 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.) It is not even a resolutionIt is simply a statement about their companyThey have made NO attempt at resolution

We understand how important your security and privacy is At Thumbtack we value that as well, and want professionals to feel secure when giving us personal informationWe sent you an email with more information about your specific case Please feel free to respond to that email if you have any questions or additional concernsWe are here to help Sincerely, Thumbtack Support [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ We appreciate you reaching out to us through the Revdex.comI'm glad you've been in contact with one of our Marketplace Integrity agents in regards to this issue, and I'd like to address your concerns here as well We know how disheartening it can be to receive a negative reviewThis is especially true for professionals who work hard to maintain good reviews on their profileA 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?ar=kAXXXXXXXXXBOSwMaintaining 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 professionalsIf 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] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not fully agree with the response, however the review has been deletedPlease focus your attention on contractors acting on good faith that will be held hostage (or extorted)by people that understand the policy as described and force action by holding a negative review over the contractors headTrust, this happens and much more than may previously be consideredRecall your statistics, eliminate the top and the bottom to get a better indication of the truth or accuracyI will remove this complaint upon your next replyThank you for your timePlease escalate to management, the response sounded a little "boiler plate." Also, look at e-bay, they have tweaked their feedback (rating) system many times over the past few yearsUber is also finding problemsMM

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Hello ***, 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 reviews This 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 professional A review [redacted] not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com?ar=kAXXXXXXXXXBOSw 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 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 any decisions made are for the purpose of benefitting 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

We realize how frustrating a situation like this can be and we thank you for working with our teamTo encourage transparency and honesty, we only remove reviews which violate our content policyWe 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 accountWe 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]

Complaint: [redacted] I am rejecting this response because: I have 2 credits out of the 13 left and they did not refund me. I would like a refund of the additional tickets because the options that are displayed on the thumbtack website are not for my niche in the hair and styling category, therefore the leads that I had received required me using the tickets I purchased to gain further insight of the request from potential clients. Sincerely, [redacted]

Thank you for reaching out to us with your concerns regarding licensingWe would like to take this opportunity to address them here Thumbtack is a service that helps professionals and customers connectEach person using Thumbtack agreed to follow the laws and license and insurance regulations in their state upon sign up when agreeing to the Terms of Use: [redacted] We expect every service member to follow their local and state laws, especially when doing business through our online platform If you or any other service member has questions about using Thumbtack, we can be reached at [redacted] or over the phone at ( [redacted] We are here to help Sincerely, Thumbtack Support [redacted] ( [redacted]

We appreciate your patience while working with our customer support teamWe want to help get this resolved as quickly as possibleAn email was sent to the email address associated with the Thumbtack account on July 23rd with more information on the next steps In order to connect with you regarding this issue, we forwarded you that emailYou can also contact us at [redacted] We are looking forward to hearing from you Sincerely, Thumbtack Support [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Hello ***, I appreciate you bringing your concerns to our attentionWe 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 balanceWe do need some additional information in order to proceedI 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 backgroundAs 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 professionalsProfessionals 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 safeTo accomplish this we have set a standard which we apply to all professionals who are listed with usAny 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 ThumbtackIn any instance where they do not, we will remove said listing We understand the impact this decision may have on your businessPlease understand that this is not a personal decisionWe 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 / [redacted] (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 / [redacted] (4000, 15, 2015/10/23) */ Hello ***, Thank you for reaching out to usI 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 / [redacted] (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 months to return my funds to meThey 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 fundsHow many more people did they do this to and how many others haven't had their funds returned

Complaint: [redacted] I am rejecting this response because: The customer closed the request and Thumbtack continues to ignore information from a professional/expert(me who hold certifications and a Masters Degree) on items for the Website to provide the customers who are hiring pros on things they need to know/should be aware of in regards to what the pros should doAs I have previously stated they think self-regulation is the way to go when I have told them that is not advised when there are no regulations in the state I live inI have also had to inform them that for credentials when I was working on uploading/trying to work on my profile that Personal Training and Athletic Training are two different items and therefore should have more ways to upload said credentials on their websiteSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the review in question is a clear violation of the content policyThe review in question is a post, as no work was completed for the "person who posted" the reviewNo due diligence was completed on the part of Thumbtack to verify any information in the reviewPlease have the review posted by [redacted] *removed immediately.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:It does not clearly state the criteria in which the thumbtack guarantee covers its qualifying customersI was quite literally scammed by a thumbtack contractor and provided thorough evidence of such, and there were even other complaints before I even filed mineHeavy damages were incurred and thumbtack refuses to acknowledge them because my bathroom wasn't fully completed yet Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ We appreciate you reaching out to us with your concernsI understand how frustrating it can be to invest time and money into our site and not get anything in return At Thumbtack it's important to us that our professionals grow their businessWe know that the only way we can succeed is if our pros succeedIt can be frustrating when you put time and effort into writing a quote and you don't hear back from the customerWe are here to help professionals make the most of our siteWe've conducted extensive research into what professionals can do to use Thumbtack to their best advantageWe compiled this information into a Pro Center where professionals can go to watch videos and read articles with information on how they can be successfulWe have a great Support Center with representatives who specialize in support through many different channels of communication We've been able to help thousands of professionals and customers, and every complaint and concern matters to usAs a new and growing company, our reputation matters to usWe have a step verification system in place to ensure that professionals are only receiving requests from interested and available customersIt includes automated and manual systems that filter through any requests that look fake, and makes sure that the request has the information that professionals need to determine if their a good fit for the jobIt matters to us that customer requests turn into real work for our professionals, which is why maintaining our request verification system is crucial to our marketplace The phone call that you received was most likely from one of our Pro MentorsIt's one of our programs that we have that's geared towards helping professionals get hiredProfessionals can coach other professionals on things they can do to build their profile, write a winning quote, and much moreIt's a new and more personal approach to the support that we provide, because we want you to receive advice from someone who knows the industry just as well as you doWe created this program with our professional's success in mindIt's another way that professionals can get the help and support that they need to get hired on Thumbtack Thank you for reaching out to us about this situationWe would love to help you take advantage of all the information we have to help you be successfulPlease contact us if there's anything else that we can do

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 servicesInstances where customers have poor interactions with professionals they hire on Thumbtack are rare, but if they happen, we want to know about themWhen 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]

Complaint: [redacted] I am rejecting this response because: it does NOT address the problem!! they just sent a standard response..Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ We appreciate you reaching out to us with your concernsI understand your reservations with a site like ours, it can be scary to give information to sources onlineI am happy to explain how we handle your personal information It's important that professionals and customers feel secure while using our siteWe only collect personal information during sign up in order to better understand your needs and give you with the best experience possibleThis includes processing payments, and providing customer support This information is not sold to any third party or other websiteThumbtack employs technological and procedural security measures to protect the personal information of our professionals and customersThis includes the use of encryption, passwords, and physical security measures to help protect your personal information against unauthorized access and disclosureYou can read our full privacy policy here: https://www.thumbtack.com/privacy Thank you for reaching out to usPlease let us know if there's anything else we can do Initial Consumer Rebuttal / [redacted] (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 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 profileA 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]

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 allegationsSincerely, [redacted]

Thank you for reaching out to us through the Revdex.com about your concerns, and for working with our customer service team as well We sent you an email with more information on this specific issueIf you have any questions, please feel free to respond to our emailWe are here to help Sincerely, Thumbtack Support [redacted]