Coffee Society

Thank you for reaching out to us about this through the Revdex.comWe are glad you are working 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 don’t often occur on Thumbtack, but when they do our Marketplace Integrity team is there to helpThis team guides customers and professionals and helps both parties 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] We encourage you to continue to work with our Marketplace Integrity TeamIf 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 contacting us about your concernsWe understand how frustrating this situation must be The professional involved has been removed from the site until he can resolve the dispute with youThe Marketplace Integrity Team is the best point of contact for additional information on what the next step would beWe can be contacted at [redacted] or [redacted] We are here to help Sincerely, Thumbtack Support [redacted]

Thank you for reaching out to us through the Revdex.com about your concernsWe would like to take this opportunity to address your concerns here Purchases on Thumbtack are final and nonrefundableThis is outlined in our terms of use, which professionals agree to when they sign up: [redacted] We sent you an email with more information about your specific situationIf you have any questions please give us a call at [redacted] or contact [redacted] Sincerely, Thumbtack Support [redacted]

Complaint: [redacted] I am rejecting this response because:TThu mbtack is attempting to dance around and derail a legitimate complaint made to them through their support centerIt is apparent t hat they are using this strategy in order to avoid an obvious deceitful practices investigation which I am certain that their wikll be more complaints to.come once made publicI.have used u p enough of my time unsuccessfully trying to.resolve this issue through their support center and apparently t hey have chosen not to escalate above their support center to someone who could see potential errors in judgement Sincerely, [redacted]

Thank you for reaching out to us through the Revdex.com about your concernsWe’d like to take this opportunity to address them here We know having a license is important when it comes to being hired by customersProfessionals have the opportunity to upload their license on their profile so customers can view it when considering them for projectsCurrently professionals are only able to verify state issued licenses on their profileIf a professional is having trouble verifying their state issued license, they can locate their license on this database and email us a link: [redacted] Emails can be sent to [redacted] Our team here will verify it manually If you have any questions or concerns please reach out to us at [redacted] or [redacted] We are here to help you be successful Sincerely, Thumbtack Support [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 issue. If you have any questions, please feel free to respond to our email. We are here to... help. Sincerely, Thumbtack Support [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Thank you for reaching out to us through the Revdex.com about your concerns, and for discussing them over the phone as wellI am glad we were able to come to a resolution that you were happy withI would also like to take the time to address your concerns here I apologize for your negative experience with our agentsWe strive to be as helpful as we can to our professionalsWe know that communication and transparency between Thumbtack and professionals is vital, and we are thankful for the feedback on how we can improve moving forward I know how discouraging it can be to research a business and find negative reviews online, however it's important to remember there are so many other people who have had amazing experiences as wellWe have helped thousands of professionals over the years, and for many we are a truly irreplaceable part of their businessThat being said, it's up to each professional to make their own decision on whether or not Thumbtack is a marketing avenue that will work for their company We encourage all professionals to reach out to us with concerns or suggestionsIt's important to us that professionals are successful on our site, and we're here to help them along the wayPlease feel free to contact us if you have any additional questions

Complaint: ***I am rejecting this response because: the review does not pertain to work completedThe client had been refunded and the contract was cancelled PRIOR TO the requested date of serviceFurther we made an attempt at the request of the client to hire a new company and he declinedSince the client was fully refunded, no service was completed and the review does not pertain to actual work completedLikewise, we professionally responded to each of his inquiries within business day.Sincerely,*** ***

Thank you for reaching out to us through the Revdex.com about your concernsWe would like to take this opportunity to address them here
Trust and safety are essential to creating a marketplace that works for everyoneTo ensure those values are maintained, we are requiring
all pros to submit a few details about themselves, including name, address, and birthdayWe take steps to verify identities of all professionals through a vendor that adheres to strict data security standardsThe screening checks public records for both the existence of the identity you provided, and any criminal history associated with that identityAuthentic identities are findable in national databases, and help us confidently allow pros to use ThumbtackIn order to continue on Thumbtack and use your remaining balance, you will need to completely fill out the information so we can verify your identityYou can learn more about the information we collect in our Privacy Policy here: ***
If you have any questions or concerns please reach out to our support team at *** or *** *** ***We are here to help
Sincerely,
Thumbtack Support
***
*** *** ***

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello ***,
Thank you for reaching out to us through the Revdex.com with your concernsIt was also great to speak with you over the phone, and I am glad we were able to come to a resolution that you were happy withI'd like to
address your concerns here as well
I know it can be very discouraging when you are not getting hired and it can be equally frustrating when customers do not respond to your quote messagesI want to assure you that we do not fabricate customer requests and all requests go through a step verification process that is both automated and manual to ensure their validityThrough our research, we've found that 80% of customers come to Thumbtack ready to hireThat being said, we encourage each professional to report anything that may seem suspicious and we will look into it
We care about the success of each of our professionals and have great tools to help them find that successThis information can be found in our Pro Center here: https://www.thumbtack.com/pros/Professionals are also encouraged to reach out to our customer support team through email and phoneOur customer support team is trained to be helpful and are very knowledgable about what it takes to succeed on Thumbtack
Please let us know if you have any questions or concernsWe're always here to help and love to hear from our professionals
I wish you the best of luck with your business
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/09/30) */
Hello ***,
Thank you for reaching out to us through the Revdex.com about your concerns, and thank you for speaking with me over the phone as wellI am glad we were able to come to a resolution that you were happy withI would
also like to address your concerns here
We do not fabricate requests or allow fake requests on thumbtack and have a request verification system that is both automated and manualHowever, if a professional sees a requests they feel is suspicious, we ask that they report it to usWe will investigate it as we take these types of requests very seriously
I understand that it can be very frustrating when customers do not respond to professionals' quotesAt Thumbtack, our goal is to introduce professionals to the customers they have chosen to quote toWhen professionals send quotes to customers, we want to ensure that those quotes are seenIf a customer does not view a quote within hours, we refund the professional who quoted
We want our professionals to be successful and have provided some great tools for them to implement and increase their chances of getting hiredWe have knowledgable customer support agents who are always willing to help as well as some articles in our Pro Center which can be viewed here: https://www.thumbtack.com/pros/
Please let us know if you have any questionsWe are always here to help and love to see our professionals succeed
Sincerely,
***
Thumbtack Support
***@thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Literally the first quote (for real estate photography) that I sent to a customer through Thumbtack after they spoke to me about my Revdex.com complaint turned out to be another real estate photographer in my market*** (https://fstoppers.com/profile/***) was presumably gauging what other pros were chargingI found out he was a competitor after just two minutes of searching Google
Thumbtack's claim that it verifies leads are a jokeThough the company will sometimes refund money paid for a lead like this one, it's not guaranteed and they'll fight pros *** it if the person submitting a lead looked at the pro's quoteUntil the company starts performing the verification it says it provides, the claims on its website (and on its emails and here) are advertising
Final Business Response /* (4000, 10, 2015/10/07) */
Hello ***,
Thank you again for reaching out to us with your concerns through the Revdex.com and through emailI wanted to address these additional concerns here as well
We do not allow fake requests or competitor request on ThumbtackEach request goes through a verification process that is both manual and automatedIn this case, this request was caught by our system, deleted, and the professionals who quoted on it were refundedWe are currently working on making this verification process faster and do understand that it is not perfectThis is why we encourage each professional to let us know if they see any requests that seem suspiciousWe take them very seriously and take action when they are brought to our attention
Thank you again for reaching out to usPlease let us know if you have any further questions or concerns
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX
Final Consumer Response /* (4200, 12, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've shown how Thumbtack fails to verify many of its leadsThe fact that I can figure out that people putting bids on the site are competitors or submitting under identities with only a first and last name and the company can't do it with an email and IP addresses seems to indicate it isn't interested in actually verifying leads
Airbnb, Tinder and Uber all provide models for better verificationUntil Thumbtack makes an effort, starting with verifying emails, it shouldn't be able to say it provides verified leads

Initial Business Response /* (1000, 5, 2015/09/29) */
Hello ***,
I appreciate you bringing your situation to our attentionWe expect all professionals on Thumbtack to provide high quality services and when there are cases where that hasn't happened, we want to know about itWe were happy to
reach out to you and resolve your concernsI wanted to make sure that we addressed them here on the Revdex.com as well
When we receive a complaint like yours, we do our best to work with both parties to help them come to a resolutionWe expect the businesses who list with us to fulfill their agreements and provide the services they are paid forIf that doesn't happen, we will work with them and their customers to find a solution
If a customer and business can't reach a resolution we will, in some cases, investigate the situation further by requesting documentation from both sidesThis lets us look at the situation in better detail and with more clarity about what should be doneIn certain instances, we will ask the business to provide a resolution that is based off the findings of our investigation and the documentation both parties providedIf the business refuses to cooperate with our investigation or refuses to provide the requested resolution, we will remove their listing from off of our site
Thank you for letting us know about your experience and giving us the opportunity to work with you and resolve your concernsWe were very happy we could provide you with a resolution
***
The Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com

Thank you for reaching out to us through the Revdex.com about your concernsWe 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 customersProAssist will
match pros based on a variety of factors, including travel area, job type preferences, and availabilityWhen customers respond to quotes to learn more, schedule next steps, or hire for their project, professionals will be charged for that response
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 *** or ***We are here to help
Sincerely,
Thumbtack Support
*** ***

Initial Business Response /* (1000, 5, 2015/11/25) */
We appreciate you reaching out to us through the Revdex.com with your concernsI attempted to contact you but we weren't able to connect, so I'd like to take this opportunity to address your concerns here
When we make the decision to remove a
service from Thumbtack, it is not made lightlyIt's based on different factors which we take into considerationThumbtack maintains the right to remove any professional from our site if we believe they have violated our terms of use in some way
I understand how frustrating it would be to not be able to know the information that this action was based uponThumbtack needs to be able to maintain a safe and honest marketplace for everyone, which is why we don't make public the kind of things we look for when deleting accounts
If you have any additional questions about this situation, please feel free to reach out to usWe're here to help

Thank you for your feedback regarding *** *** 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: ***No matter the channel professionals use to submit feedback, it’s all given equal consideration when the Product Team makes changes*** *** 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 *** or *** *** ***We are here to help
Sincerely,
Thumbtack Support
***
*** *** ***

Thank you for reaching out to us through the Revdex.com about your concernsWe 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 maintainedAs part of our ongoing efforts to improve trust and safety on
the site, background checks are required from select professionalsProfessionals are asked to submit a background check for one of three reasons: random selection, profile incompleteness, or concerning information we have received about the professionalOnce the check is completed, professionals will receive a badge on their profileWe 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-business daysWhen Thumbtack receives the results of the background check the professionals account will be reinstated
If you have any questions about a background check or using Thumbtack, please feel free to reach out to us at ***We are here to help
Sincerely,
Thumbtack Support
***
***

Complaint: ***I am rejecting this response because:
From: *** *** [mailto:***] Sent: Tuesday, November 01, 1:PMTo: info Subject: Complaint #***
Good afternoon,
I noticed that a long time passed without response from the business since I filed my complaint #***I went to check online and noticed that there is a message from the business (Thumbtack)The message does not address my concern fully and does not address my request to refund the money I spentHowever, it sounds to me like they might think that with this message they provided a sufficient response to the complaintThe status of the complaint remains that Revdex.com is waiting for the business to respond, and I don't see any links or buttons to follow up, or to respond to Thumbtack that their response is not sufficientCould you please help me? I'd like to communicate to Thumbtack that they did not address my concerns and I insist on a full refund
Best regards,
***
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
im waiting on resolution team to contact me to try to resolve this situation Sincerely,*** ***

Complaint: ***I am rejecting this response because: I was told they would see a resolution via their online dispute centerThey waited until my month period to provide any final resolution and contact info in order to completely avoid the use of the warrantyIn the mean time I was left with faulty framing of the garage apartmentIn order for me to not be in default of my insurance I make take all necessary steps to secure the property to secure my mortgageIf I had waited I would have risked losing my insurance and a foreclosure due to their policyAll of those(mtg and insurance) are legal binding documents that take precedence to their procedure Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/27) */
Hello ***,
Thank you for reaching out to us through the Revdex.com about your concernsI have attempted to reach you by phone and email as I would love to speak with you about these concerns and see how I can helpI will also
address them here
We understand that it can be very frustrating when professionals are not hearing back from customersThis is also frustrating for us as we want to see our professionals find successThumbtack works as a targeted marketing system which allows professionals to send quotes to the customers they choose to quote toIf a customer does not view the quote within hours, the professional who submitted the quote will be refundedWe have also found that 80% of customers come to Thumbtack ready to hire
Because we want our professionals to grow their business through Thumbtack, we have taken a lot of time to put together articles that can help our professionals get hiredThese articles can be found in our Pro Center here: https://www.thumbtack.com/pros/The information in our Pro Center is based on research that we have done on our most successful professionalsWe also have a well trained customer support team that is prepared to help any professional looking to find more success
Please feel free to contact our customer support via phone or emailWe would love to speak with you and help you to make Thumbtack work for you
Sincerely,
***
Thumbtack Support
XXX-XXX-XXXX
***@thumbtack.com