Coffee Society

On Thumbtack’s ProAssist program, professionals are charged when customers respond to their quote messageThe professional sets up their quote message during the signup process and then it’s automatically sent for them when a request comes in that matches their settingsThese interactions are not refundable
If professionals have questions or concerns about refunds, we welcome them to contact us at *** or give us a call at ***
Sincerely,
Thumbtack Support
***
***

Initial Business Response /* (1000, 5, 2015/09/17) */
We appreciate you reaching out to us about your concerns; we are here to create a positive experience for all our professionalsAs a new and growing company, we're always looking for ways we can improve our site and make it better for
professionals and customers alike
It's true that Thumbtack specializes in introducing professionals to customersWe are here to help professionals get their information in front of customersWhen you submit a quote, the customer will receive your contact informationThis includes your name, business information, and phone number associated with your service, along with your profile, reviews, and personalized messageEven if the customer doesn't hire you for their project, they still have your information and can reach out to you in the futureWe view quoting as an advertising opportunity for professionals; it's a chance to show customers the very best of your business
We want to see our professionals succeedWe've conducted extensive research into what professionals can do to use Thumbtack to their advantageWe've compiled this information into a Pro Center where professionals can go to watch videos and read articles specifically designed to help them be successfulWe have a great Support Center with representatives who can offer live coaching and advice to professionals, and help them fill out their profile and create a winning quote message
Most customers who come to Thumbtack hire a professional on our siteMore and more business are turning towards online sources like Thumbtack to find new customersThe great thing about our system is the customer will always have access to the information that you send themThere have been many instances where professionals are hired months later for a different job through the quote they sent months earlierProfessionals across the country have seen the value Thumbtack can provide, and use it as a main form of advertising
Thank you for reaching out to us about your concernsWe would love to help you take advantage of all the information we have to help you be successfulPlease contact us if you have any other questions

Thank you for reaching out to us through the *** *** *** with your concernsI would like to take a moment to explain more about how the website works
Thumbtack is an advertising platform that helps professionals connect to new customersProfessionals send quotes to customers, and
customers then have the opportunity to view all the information they receiveBased on the information they get, they can determine if a professional would be a good fit for their projectIf the customer does not view the quote within hours, the credits used for that quote will then be refunded since an introduction was not made
It is important to us that the professionals that use our site can find successWe share tips, as they have been proven successful with other professionals on ThumbtackYou can see more of these tips in our Help Center: ***Our customer support team is here to help professionals succeed as well and can be reached at (*** ***
Sincerely,
Thumbtack Support***

Complaint: ***I am rejecting this response because: I already made efforts to resolve this matter by calling and chatting online with customer service and a manager in attempts to receive a refundI at this time do not believe call yet another time will resolve this issue.Sincerely,*** ***

Complaint: ***I am rejecting this response because: This is a canned response which does not address my complaint at all It is an insult and a further waste of my time I have already contacted their customer support people and they told me my home was not damaged This despite the photographs I sent The work area was at floor level, about two feet squareAfter they left, parts of two walls of my home are now painted the wrong color thanks to their poor workmanship, as you can clearly see on the photos Clearly they caused damage Their representative argued that it would have been damage if the paint was left on the carpet, but would not address the question how that would be any different from paint on two walls in the wrong color Either way, carpet or wallboard, their actions caused the need for me to hire another contractor to repair the damage they caused
They need to address this because I relied upon their so-called guarantee when I agreed to hire them They covered their own butts by removing the contractor from their network while leaving me damaged without compensation or redress.Sincerely,*** ***

Complaint: ***I am rejecting this response because: They failed to live up to what they claimed to offer when I paid for their service. Sincerely,*** ***

We understand how frustrating this situation must beWe’d like to take this opportunity to explain more about how ProAssist budgets work
The budgets professional set are a guideline for how many quotes the system will sendOnce the professional’s budget is reached quotes will stop sendingRegardless of the budget, professionals are charged for customer responses on the quote
We are happy to discuss this with anyone who has questions about how it works
Sincerely,
Thumbtack Support
***
***

Thank you for reaching out to us regarding your concernsWe would like to take the opportunity to address them here
Thumbtack is an advertising platform where professionals pay to send their business information to customers who are looking to hireOnce a connection between a professional and customer has been made, the money used is non-refundableThis is outlined in our terms of use, which Service Members agree to when they sign up: ***
If you or any other professional has questions about refunds, we can be reached at *** or *** ***We are here to help
Sincerely,
Thumbtack Support
***
***

Hello ***,
This type of situation is very concerning for us to hear about and we appreciate you bringing it to our attentionWe expect the professionals who use Thumbtack to communicate with their customers and exhibit professional behaviorBecause this professional has failed to meet these standards, they have been removed from our site
As this professional is not employed by Thumbtack, we encourage you to work directly with the professional to come to a resolutionIf you have any questions or concerns, please feel free to reach out again to our Marketplace Integrity team at ***This team is well trained and would be happy to help
Sincerely,
***
Thumbtack Support
***
***

Initial Business Response /* (1000, 5, 2015/10/08) */
Hello ***,
Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone yesterdayI am happy that we were able to come to a resolution that you were happy withI would like to address your
concerns here as well
Thumbtack does not sell or give away the information of its professionals or customers nor do we store their credit card information in our systemWe sincerely care about the safety and security of our customers and want their information to be protectedYou can learn about how our payment system works here: https://support.thumbtack.com/hc/en-us/articles/XXXXXXXXX-Storing-my-credit-card...⇄ /> I thank you again for reaching out to us and encourage all Thumbtack professionals to reach out to us if they have any concernsWe have well trained customer support specialists available that may be reached by phone at XXX-XXX-XXXX or via email at ***@thumbtack.comThey are highly trained and would love to help
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX

Thank you for reaching out to us through the Revdex.com about your concernsWe would like to take this opportunity to address them here
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 occur often, but when they do our Marketplace Trust and Safety team is there to helpIn this specific case, the professional has been removed from ThumbtackThe account will not be reconsidered until we verify that your concerns are resolved
If you have any questions or additional information about your specific case, please refer to our most recent emailWe are here to help
Sincerely,
Thumbtack Support
***
***

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 policy
We want to see professionals be successfulIn order to help pros achieve, we have compiled a knowledge base geared towards helping professionals: https://help.thumbtack.comThis includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles, and more
Please feel free to contact us at*** or give us a call at *** with questions or concernsWe are here to help
Sincerely,
Thumbtack Support
***
***

Thanks for reaching out to us through the Revdex.com about your concernsWe would like to take the opportunity to address them 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 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: ***Quick Pay can be turned on or off by the Service Member at any time in the account settingsIn this case, Quick Pay was turned on at the time of the charge and the correct amount was charged for each quote
If a professional has questions about any charge they are welcome to reach out to our customer service teamWe can be reached at *** ** *** ***We are always here to help
Sincerely,
Thumbtack Support
*** *** ***

Initial Business Response /* (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 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?ar=kA131000000BOSw
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
We also know it can be frustrating when professionals do not hear back from customersEach 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 always encourage each professional to report anything that seems suspicious and we will look into it right awayWe want our professionals to get hired and find successThis is why we have created an online Pro Center, full of information to help our professionals get hiredIt can be viewed here: https://www.thumbtack.com/pros/
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 or would like help getting hired, our customer support team would be happy to help and may be reached by phone at 800-948-or email at [email protected]
We are always here to help
Sincerely,
***
Thumbtack Support
[email protected]
800-948-
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Boilerplate response I'm sure they send for all their complaintsNo restitution at all was offeredSomeone needs to get the State attorneys involved in reviewing these fraudsters
Final Business Response /* (4000, 9, 2016/01/28) */
Hello ***,
Thank you for your responseWe sincerely care for the success of each of our professionals and want them to have a positive experience with usThe information provided in our last post was intended to be helpful and address your specific concernsIf you still have questions, we would love to speak with you and see what we can do to helpWe encourage you and any professional with similar concerns to reach out to our customer support at 800-948-or via email at [email protected]
***
Thumbtack Support
[email protected]
800-948-

Complaint: ***I am rejecting this response because:
You are supposed to enter your response here, I have no record of this email your reffering toSincerely,*** ***

Complaint: ***I am rejecting this response because: This message sent from Thumbtack is a generalized messageIt does not address the complaint nor does it respond to my request for them to pay what is owedWorking with their Integrity Team has led me to seek help from Revdex.com because I've already met all requirements to qualify for the Thumbtack Guarantee to be paid, but then there is always something more I need to doThis has gone on for too long and it needs to come to a resolution immediatelyThere is nothing more for me to provide Thumbtack has they have all the necessary documentation.
Sincerely,*** ***

We realize how frustrating a situation like this can be and we thank you for working with our team
To encourage transparency and honesty, we only remove reviews which violate our content policyThe content policy prohibits content that violates another person’s or entity’s rights, including intellectual property rights and privacy rights, as well as content that promotes illegal or harmful activityWe have taken a look at the review and determined that it does not violate the content policy and therefore will remain on the site
If you have any questions about your specific case, please feel free to reach out to us at ***We are here to help
Sincerely,
Thumbtack Support
***

Initial Business Response /* (1000, 5, 2015/11/02) */
Hello ***,
Thank you for reaching out to us Through the Revdex.com and for speaking with me over the phone as wellI am glad we were able to speak and come to a resolution that you were happy withI would also like to address
your concerns here
I can understand your concerns and want to assure you that all requests submitted through Thumbtack go through a verification process that is both automated and manualWe do not allow fake requests on Thumbtack, and if such a request is found, it is deleted and any professionals who may have quoted on that request are refundedThough we have this verification process, we encourage all professionals to report any requests that seem suspicious and our team will look into them carefully
If you or any other Thumbtack professionals have questions, I encourage you to reach out to our customer support team who is trained to be very helpfulYou may reach them by phone at XXX-XXX-XXXX or email at ***@Thumbtack.comThank you again for reaching out to us
I wish you the best of luck with your business
Sincerely,
***
Thumbtack Support
XXX-XXX-XXXX
***@Thumbtack.com
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** is a great asset to ThumbtackI appreciate her dealing with me in a positive mannerI consider the case closed

Initial Business Response /* (1000, 5, 2015/08/26) */
We appreciate you reaching out to us about your concerns on the Revdex.com; we are here to create a positive experience for all our professionalsI apologize for the poor experience you had using Thumbtack and would like to clarify our business model
We strive to introduce interested customers to professionals on our siteIn order to maintain a productive marketplace, requests go through a point verification system that includes both manual and automatic steps to verify that the requests are legitimateIf any professional has concerns about a specific request, they can report it to us and we will look into the situation for them
Thumbtack considers itself to be an introduction serviceWhile we estimate the majority of customers who come to Thumbtack hire a professional on our site, there's no way to guarantee every request will turn into a jobWe charge professionals for the quotes they weren't hired on because they were introduced to the customerEven if a customer doesn't hire professionals off the initial quote, they can contact the professional later on for a different job
It matters to us that customer requests turn into real work for our professionalsWe've done research into what customers on Thumbtack look for and what makes a successful professional and compiled it into articles and videos that you can see on our pageWe offer tips and advice on things professionals can do to make the most of our siteWe have many articles with helpful information available, and our customer support team is available to give custom feedback as well
Your success is important to usIf you'd like to give us a call to talk more about your concerns, you can reach us at XXX-XXX-XXXXWe would love to help if you need more information or have any questions
Sincerely,
***

Thank you for your response
We do not allow fake requests on Thumbtack and reserve the right to take action against any account at our discressionAgain, if professionals see anything suspicious, we encourage them to reach out to usWe take these reports very seriously and will look into them right away
I encourage you to contact us at *** if you have a report or questions
Sincerely,
***
Thumbtack Support
***