Coffee Society

Complaint: ***I am rejecting this response because:
This company, Thumbtack Inc., is a platform for criminalsThey are willing and knowledgeable that they are providing a venue for criminals to prey on innocent consumers who trusted their marketing that they are providing consumers "professionals"The people they are providing and supporting on their platform could be a pedophile advertising that they are a professional babysitter and then an innocent child is now victim of rape and potential murderThumbtack does not verify any of their "professionals" name, addresses, license or insuranceThumbtack take no accountability for their lack of care, or due diligence to ensure that the consumer is protected from their professionalsIn Thumbtack's response they stated they want to ensure quality work so if one of your "professionals" steals and rob people*** *** robbed me of over $and the only reason I used him is because thumbtack allowed him to perpetrate a fraud and no work was done as contractedI want Thumbtack held liable for not keeping their word on stating they ensure quality service and that the consumer can find a professional on their siteI would like my money back.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/02) */
Hello ***,
Thank you for reaching out to us through the Revdex.com and for speaking to me over the phone about your concernsI am glad that we were able to come to a resolution that you were happy with and that I could answer
your questionsI would also like to address your concerns here
Recently at Thumbtack, we have begun to randomly select Thumbtack professionals for background checksThese checks are in addition to the U.SDepartment of Justice check which all professionals on Thumbtack are put throughWe have done this in order to make Thumbtack safer for both customers and professionalsAs stated above, professionals are selected for this background check randomly and more professionals may be asked to take the background check in the future
We encourage any professional with questions concerning this matter to reach out to our customer support team here at Thumbtack either by email at ***@Thumback.com or by phone at XXX-XXX-XXXXWe are happy to help and want both our professionals and customers to feel safe
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/12/16) */
Hello ***,
Thank you for reaching out to us through the Revdex.com and for speaking with me over the phoneI would also like to address your concerns here as well
In areas where there is a high demand for certain
services as well as a high number of professionals, the quoting process can move incredibly fastSince we only allow professionals to quote on any given request, these requests in these types of areas can reach their quote limit in a manner of minutesFor professionals in this situation, we recommend downloading our phone App as it can make the quoting process much more efficientProfessionals can also have access to their Thumbtack accounts through the App wherever they go
It is also concerning for us when professionals are not getting hiredThis is why we have created a Pro Center full of research based articles designed to help our professionals make the most of their dollars on Thumbtack and find successWe know that we do not succeed unless our professionals find success, so we also have a great customer support team that is willing and happy to help our professionalsThey can be reached by phone at XXX-XXX-XXXX or via email at ***@Thumbtack.com
We encourage all professionals with questions or concerns to reach out to us as we're always here to help
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They had no explanation of why all fifteen jobs they sent to me had received bids within one minute of being posted despite the fact that some were posted at 2:00amAll of the potential customers were unavailable for me to respond with a bidIf they are allowing the same people to bid on the jobs and lock out all other bids, why bother with this company?
Final Business Response /* (4000, 9, 2015/12/29) */
Hello ***,
Thank you for replying to our responseI would be happy to address your concerns
In certain areas in the United States, request volume is extremely high, especially for certain types of jobsIn these high traffic areas, customers submit requests at all hours of the day and nightThis behavior is most prominent in larger citiesWe recommend that Thumbtack professionals in these areas read through the requests that come in and quote on the requests that suit their business quicklyProfessionals also have the option to change the settings on their account so that they only receive the requests at the times when they are available to check their accountProfessionals can learn how to change those settings in our online Help Center here: https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJlyc
Professionals may also reuse their last quote message, which makes the quoting process much quickerInstructions on this can also be found in our online Help Center here:https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJm5S
Because we know that there is a learning curve to quoting in high traffic areas, we are happy to help our professionals and guide them through this processI encourage you and any professional with similar concerns to contact us by phone at XXX-XXX-XXXX or via email at ***@Thumbtack.com, and we would be happy to take the time to speak with you
We are here to help
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A "learning curve" does not explain the fact that there is no more than one minute to respond to the opportunity to place a bid on any jobIf you look at the original bids placed you may find that one DJ has rigged things so the only bids that make it through to the customers are hisIf this is the case, to "talk to your support team" would be a waste of time and moneyI don't agree with your practice of limiting your patrons to only one option, that is very unprofessionalThe purpose of this business is to offer the customer a variety of choices, not to limit them to the fastest sales pitchI *** never use Thumbtack to get or give business for any reason

Initial Business Response /* (1000, 5, 2015/10/14) */
Hello ***
Thank you for reaching out to usI am very pleased we had a chance to talk over the phone and come to a resolution that you were happy with
We know how frustrating it can be when professional are working so hard and do not
hear back from customersThat is not what we want to happenWhile we can not guarantee that professionals will get hired every time they send a quote, we want everyone to find success while using our site
We have an exceptional customer support team that anyone can call to help find ways to make Thumbtack work for themWe also have many online resources in our Pro Center that professionals can read and learn fromOur Pro Center can be found by clicking on this link here: http://bit.ly/TTprocenter
Thank you again for giving me the chance to talk to you directlyPlease let us know if you have any other concerns or questions
Sincerely,
***
Thumbtack Support
***@thumbtack.com
***
Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */
I heard back from Thumbtack and they offered some suggestions to make to my fileThey even offered to give me credits once the changes they suggested were madeI made most of the suggestions and received partial creditSince making the changes I still have not received leadsI have only sale that was made before the changes as suggested by ThumbtackI have made other complaints in reference to the system where I made a quote and a identical quote was listed again by someoneI believe they need a tighter system because some of the people could be people offering quotes through Thumbtack as wellI will make the other necessary changes and wait to hear from them again
Final Business Response /* (4000, 14, 2015/11/18) */
Hey ***,
Thank you for reaching out to us via email and the Revdex.comI'm glad I have been able to talk with you and help resolve your concernsWe care about our professionals and want them to be successful
If you or any of our professionals need any assistance feel free to call us at X-XXX-XXX-XXXX or email us at ***@thumbtack.comWe are here to assist everyone on our site with any concerns that you might have
***
Thumbtack Support
XXX-XXX-XXXX
***@thumbtack.com
Final Consumer Response /* (2000, 16, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have communicated back to me with options to consider and completeThey have also funded me some credits in order to see if the changes that they suggested will work

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: ***
If you or any other professional has questions about a specific quote or credit refunds, we can be reached at *** or *** ***We are here to help
Sincerely,
Thumbtack Support
*** ***

Initial Business Response /* (1000, 5, 2015/09/10) */
Hello *** ***,
Thank you for reaching out to us with your concerns about ThumbtackI also appreciated speaking with you over the phone and would like to address these concerns here as well
At Thumbtack we know that each dollar is
important when you run our own business, and we care about the success of our professionals, so we use several measures to screen customer requestsWe do not fabricate requests, and we encourage our professionals to report anything that look suspicious so we can investigateOn the rare occasion that we run into an illegitimate request, we remove that user from our site and refund the professionals who have quoted on their request
We know it can be very frustrating when customers do not respond to your quotes, so we take the time to assist our professionals and offer them tips on standing out and getting hiredWe are always happy to look into your profile and give you personalized tip on getting hiredAnother great resource we have to help our professionals be successful is our Pro CenterThis is a portion of our website that contains various articles and information created to specifically help our professionals get hired as often as possible and get the most out of ThumbtackYou can find our Pro Center here: https://www.thumbtack.com/pros/
Please let us know if you have any other concerns or questionsWe are here to help and love it when our professionals find success
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX

Thank you for reaching out to us through the Revdex.comWe would like to take this opportunity to address your concerns here
Thumbtack has been changing the way we connect professionals and customersThese changes have been made based off of feedback we received from both
professionals and customersAs changes roll out, we notify professionals either by email or directly on their accountWe value transparency and know professionals need to be notified of updates that could potentially change the way they use the site
As new product features emerge, 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 is all given equal consideration when changes are made
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.comWhen a customer or professional has concerns about the site we want to take the time to address them and resolve the issue
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 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
Professionals who use Thumbtack pay to introduce their business to customers who are looking to hireIf the quote isn’t 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
Please feel free to contact us at *** ** *** ** * *** ** *** with questions or concernsWe’re 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
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:***
If you or any other professional has questions about a quote or refunds, we can be reached at *** ** *** *** We are here to help
Sincerely,
Thumbtack Support
*** ***

Initial Business Response /* (1000, 5, 2015/12/08) */
Thank you for taking the time to reach out to us through the Revdex.comWe expect all professionals to maintain a certain standard of work, and when that standard isn't met we want to know about it
We take complaints from customers very
seriouslyWe expect the businesses to fulfill their agreements and provide the services they were paid forWe have a team of representatives who are highly trained at handling these kinds of situations, so we work with both parties to reach a resolution that works for everyone
Please reach out to us at your earliest convenience so we can get you in contact with someone who can helpWe're always here to help both customers and professionals, and we want to assist you with this issue

Complaint: ***I am rejecting this response because: I was offered by two representative to get a refund of the remaining tickets that I have and have not received itI have cancelled my membership with thumbtack and cannot see my account any longerI would like to get a refund of my remaining tickets. Sincerely,*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Thumbtack is a platform where professionals pay to interact with interested customersOnce a quote has been charged, the money used to send the quote is not refundable, unless the situation falls under specific guidelinesWe encourage professionals to reach out to our customer service if they feel a quote should be refundedPurchases on Thumbtack are final and nonrefundableThis is outlined in our terms of use, which professionals agree to when they sign up: ***
If you or any other professional has questions about a quote or refunds, we can be reached at *** or (*** ***We are here to help
Sincerely,
Thumbtack Support
***
***

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello ***,
Thank you for reaching out to us through the Revdex.com about your concernsI would be happy to address your concerns here
We understand that it is extrememly frustrating when professionals are not getting
hiredThis is not the experience we want our professionals to haveIt is true that each customer request goes through a verification process that is both automated and manualWe've also found that 80% of customers come to Thumbtack ready to hireWith that being said, we encourage any professional to report anything that looks suspicious and we will look into it right away
Because we want our professionals to get hired, we have done a lot of research and have created an online Pro Center full of articles that contain information to help our pros succeedOur Pro Center can be seen here: https://www.thumbtack.com/pros/Professionals can also reach us our customer support by phone at XXX-XXX-XXXX or via email at ***@thumbtack.com
We are always willing to work with professionals and address any concerns or questions they may haveWe're here to help
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My funds have been refunded

Initial Business Response /* (1000, 5, 2015/07/23) */
Hello ***,
Thank you for your feedback about our siteWe are always interested in how we can improve our business and we appreciate any suggestions that can help us make things better
Our goal at Thumbtack is to connect customers who
need help with their personal projects to professionals who can assist themWe are always interested in how we can make the entire experience better, so we regularly reach out to both customers and professionals to find out how we can improveI think you have some valid points that we should consider
I know you are concerned that in order to be successful on Thumbtack, you are going to have to seriously undervalue your services in order to stand a chance of being hiredI am happy to say that we have researched this specific concern and while the customers on our site have various reasons for selecting the professionals they hire, I can tell you that price isn't often the determining factorMost customers are looking for a quality experience for a reasonable priceIt often isn't the lowest priced quote that gets hiredIf you would like to discuss ways to help improve your chances of being hired, I invite you to contact our Customer Support group who would be happy to share best practices with youThey can be reached at XXX-XXX-XXXX
I really appreciate your suggestions and the opportunity we had to discuss them directly over the phoneAs we discussed, I have passed *** feedback along to the appropriate group for consideration
If you have any other questions or suggestions, please don't hesitate to reach out to me
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly Thumbtacks response did not address my complaintThe complaint is that they don't disclose to Service Requestors that the bidders are being chargedA laymen will think its a free search and bid process because it doesn't say it anywhere on the site that bidders are being charged! Thumbtack has no ethics and doesn't care that they're stealing hard working self-employed professional moneyI know they are being deceitful from talking with their rep on the phoneIts a matter of profitsBeing a capitalistic society, I can't blame themSo unfortunately, until a better website comes along, were stuck with this middle-man race to bids for a cold lead serviceHopefully someone will sue them in the near future and send these cockroaches running from their big homes in silicon valley, built from scheming the working class
Final Business Response /* (4000, 9, 2015/08/06) */
Hello ***,
I appreciate your follow upI understand your frustration, especially based on the experience that you have described
I wanted to clarify that our focus is to help professionals like yourself be successfulTaking advantage of those same professionals by trying to trick them into quoting isn't going to be a successful, long term strategyOur goal is to become the largest and most successful services marketplaceWe can only achieve that by creating long term relationships with our professionals
We appreciate you giving us a chance to help you and your feedback on how we can improveYour suggestion have been passed *** to the appropriate parties for consideration
If you have any other questions, please don't hesitate to let us know
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com

Thank you for reaching out to us through the Revdex.com about your concerns and for working with our Marketplace Trust and Safety teamWe 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 ThumbtackIn this case, the professional has been removed from the site until the situation is resolved
If you have any questions, we encourage you to reach out to our Marketplace Trust and Safety teamThis team can be reached at *** or ***We are here to help
Sincerely,
Thumbtack Support
***
***

We understand how frustrating dealing with disputes can be, and we’re here to help both parties find the best outcome
If we find a business on Thumbtack is not meeting our standards, we may remove them at our discretionThis professional has been removed from Thumbtack due this disputeWe will not be reconsidering the standing of the account until the matter can be resolved
The Marketplace Integrity Team is the best point of contact for additional information on what the next step would beWe can be contacted at *** or ***We are here to help
Sincerely,
Thumbtack Support
***
***

Complaint: ***I am rejecting this response because: This still does not address the issue of security of my data. I have requested a refund based on the original agreement when the funds were paid last year. Every one knows that a name and a birth date is enough information to obtain a social security number among other information
I have requested a number of verifiable safe guards, where the data is held, who will have the information, for how long and a copy of cyber security insurance policy, names and addresses of each of these things
So far Thumbtack has not answered nor supplied any of this information to me. Too many organizations are being compromised, everyday. This company is holding me and my company hostage to the original agreement. I have monies in my account and can not quote any jobs without supplying personal information on the web which is known to be insecure. I have enclosed a copy of a scan on the Thumbtack website showing people, persons trying to hack their site
Just refund my money which would end this complaint.Sincerely,*** ***

Thank you for reaching out to us through the Revdex.com about your concerns and for speaking with me over the phone as wellI would like to touch on what we discussed here.It's important to us that professionals are hired through our siteEach request goes through a verification system
that includes manual and automatic checks before they are even sent to professionalsThe 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 quoteOne of the other ways we help our professionals is by providing tips on getting hiredWe have a knowledge base compiled of articles and videos with information on what customers on Thumbtack look for, how to fill out your business profile, navigating the site and moreOur customer support team is also available by multiple channels of communication to address concerns, provide assistance and give tipsPlease feel free to contact us at *** or give us a call at *** with questions or concernsWe're here to helpSincerely, ***

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear ***,
Thank you for bringing your concerns to our attentionI can understand your frustration with not seeing success through our site yetWe are always happy to discuss our business and answer questions about how we operateI
appreciate you speaking with me over the phone but wanted to also address your concerns here through the Revdex.com
We have lots of customers that come to Thumbtack looking for help with their personal projectsI know it can be frustrating when you try and reach out to as many of them as possible, but don't get an answer backEach customer you encounter will have various reasons for deciding on which professional to work withHowever, Thumbtack has done research and, alongside years of experience, we have discovered some of the consistent factors customers use to choose a professional
From those insights, we have created best practices for professionals to followWhile we can never guarantee you will get hired off of every quote you send, we do know that following our established best practices significantly increases the chances that a customer will choose you
We want all of our professionals to benefit from these best practices, so we have several options for professionals to access to themWe created a customer support group that is available to share that information and help professionals make the most of their Thumbtack accountWe have also created online resources, such as https://www.thumbtack.com/pros/ and webinars, all with the purpose of making this information as accessible as possible
However, we recognize that things change and if we want to succeed we have to constantly work on improving our systemsTo that end, we regularly reach out to customers and professionals alike to try and find ways to make their experiences betterAll of those efforts are to make sure we are connecting the right customers to the right professionals so that more professionals get hired more often
I appreciate the opportunity to address your concerns and I am glad we were able to discuss them over the phoneI wish you the best of luck with your business and if you have any questions, please don't hesitate to reach out to usWe are always here to help
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
www.thumbtack.com