Coffee Society

Complaint: ***I am rejecting this response because:
I did work work with Market Integrity Team from Thumbtack but they did not resolve my case at all
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/30) */
Hello ***,
Thank you for bringing your concerns to our attentionWe appreciate the professionals who choose to use our site and we don't take lightly situations that result in removing a business listing off of ThumbtackI understand
you aren't happy with how we are handling your case and I appreciate the opportunity to clarify what we do when complaints are brought to our attention
Whenever a customer makes a complaint against a professional, we investigate those concernsWe reach out to the customer and the professional in order to understand both sides of the storyOur goal is to help the customer and professional work together to come to a resolutionDuring the course of that investigation it can be necessary to place the professional's Thumbtack account on hold until we complete our investigation and a resolution is reachedAt that time, we will reevaluate the professionals standing with us
We are still investigating your situation and the status of your account is pending that outcomeWe would appreciate any new information that you can provide and are happy to review any documentation you send to us
In regards to your concerns about the credits you purchased, we have refunded all unused credits on all of your accountsYou will see those funds back on the account used to purchase them within - business days
If there are any other questions or concerns, please feel free to reach out to us
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have sent Thumbtack the email from our l8cal Revdex.com that the case was closed from the homeowner that started this mess Thumbtack did not review our contract that we had with the owner that she complained to Thumbtack about we did a free service trying to help her with her doorThumbtack has put our company on a cross and basically crucified us I've never seen a company be so one sided I am very unsatisfied with their response because it's truly not the truth
Final Business Response /* (4000, 9, 2015/08/18) */
Hello ***,
I appreciate your response and understand that you are frustratedI am happy to provide additional clarification
We appreciate all of the professionals who choose Thumbtack to help grow their business and meet new customersAs a company, we have certain expectations on how those businesses should handle complaints from their customersWhile we understand that not everyone may agree with our expectations, it's important to us that we uphold our standards for our customers
If a business does not meet these expectations, we will end our relationship with that business and no longer allow them to list their services on ThumbtackWe understand that this doesn't mean the business is a bad one, they simply may not be a good fit for our marketplace
I appreciate that you disagree with how we have handled your case, but I can tell you that we did not reach this outcome quickly and we never make these decisions lightlyWhile our partnership may be over, I really do wish you the best of luck with your future endeavors
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com
Final Consumer Response /* (4200, 11, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We sent letter over from our lawyer showing what was sent by her lawyer and she told us she would remove the complaint with thumbtack for $30,yet the person from thumbatack refuses to lawyers saying she has no claim for her complaint and that she is just trying to get money out of usShe has not one contractor that will work for her more than one time

Hello ***,
Thank you for reaching out to us through the *** *** ***I would be happy to address your concerns here
Each request submitted to Thumbtack goes through a verification process that is both manual and automatedWith that being said, we encourage each professional to
report anything that looks suspiciousWe will look into it right away as we do not allow fake requests on our site and we respect the professionals and customers who use Thumbtack
Please send us an email at *** if you would like to report any suspicious activityWe are always here to help
Sincerely,
***
Thumbtack Support
***

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

Complaint: ***I am rejecting this response because:I already read your policies you isIt violates them blatantly Your argument sounds like saying the sky isnt blueSo stupidSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/31) */
Hello ***,
I am sorry to hear that you haven't had the best experience with Thumbtack and have yet to be hiredWe understand that we do not succeed as a company if our professionals are not finding success along with usWe also know
that each dollar counts when you run your own business
I want to assure you that because we care about our professionals, we have put several measures in place to ensure the validity of our customer requestsThat being said, we do encourage professionals to report anything they think looks out of the ordinary and we will look into itI also recommend that professionals look through customer requests and make a point to quote on those that suit their business as it will improve their chances of getting hired
I wanted to let you know that we have heard your concerns, and I have met your desired resolution to this issueI also wanted to let you know that if you do decide to quote with us again, I recommend reaching out to our customer support group who would be happy to share best practices that we have found improve your chances of being hiredThey can be reached at XXX-XXX-XXXXAlso feel free to visit https://www.thumbtack.com/pros/ for suggestions on how to improve your quotes and profile
Please let us know if you have any questions or concernsWe are always willing to help solve concerns and do what we can to help our professionals find success
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com

Complaint: ***I am rejecting this response because: I would NOT have gotten a negative review had they had the option where we can turn off the calendar versus shoving it down our throat and forcing us to use it
Sincerely,*** ***

Thank you for reaching out to us through the Revdex.com about your accountWe’d like to take the opportunity to address them here
It’s important to us that customers on Thumbtack have the best experience possibleIf we find a business advertising on Thumbtack is not meeting our
standards we may remove them at our discretionIn this situation we found sufficient information connecting the account in question to a second account that has been removed from Thumbtack permanentlyDue to the nature of these connections we made the internal decision to remove the accountWe did not make this decision lightly, but due to the association we uncovered, the account will remain closed
If you have questions or concerns about your specific case please feel free to reach out to us at *** or ***We are here to help
Sincerely,
Thumbtack Support
***
***

Initial Business Response /* (1000, 5, 2015/12/08) */
Thank you for reaching out to us about thisWe know that when you're running a business every dollar counts
I'm glad I was able to talk to you over the phone about this situationIt's great that one of our representatives was able to work
with you and refund the credits you used for this quoteIt's important to us that professional's credits are well spent
If you ever come across a similar situation, please feel free to reach out to usYour success is important to us and we're here to help

Initial Business Response /* (1000, 7, 2015/08/25) */
Hello ***,
Thank you for bringing your concerns to our attentionI am very sorry for the delay in getting back to youWe take issues between customers and the professionals they have hired very seriously and do our best to respond to
concerns like yours within - hoursI apologize that we did not do so in your case
Whenever a concern is brought to our attention, we reach out to the parties involved to try and help them work together to come to a resolutionOur goal is to reach a solution that works for them bothIn cases where there are differing stories or an agreement cannot be reached, we will ask both the customer and the professional to provide us with documentation regarding the problemIf that documentation indicates that the professional needs to provide a resolution, we will ask them to do soIf the professional will not work with us, we will remove their business listing from off of our site until they provide the desired resolution
I apologize again for the delay in getting back to you, but I do see that you are currently working with one of our representatives to address your situationWe will be happy to continue working with you until we can reach a solution
Please don't hesitate to contact us if you have any questions
***
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 Thumbtack works
Thumbtack will send professional’s quotes out for free and the professional will pay when they hear back from customersThumbtack will match
professionals with customers based on information the professional provides, including desired 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
*** ***

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: ***When working with our team to determine whether or not a review violates the Content Policy, the professional may need to provide evidence or documentationMaintaining 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 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 *** or email at ***
We are always here to help
Sincerely,
Thumbtack Support
***
***

Complaint: ***I am rejecting this response becaus this is a scamI have filed a claim with my bank and will be pursuing this matterI want nothing else to do with your companyCancel all accounts and do not charge me again or I will contact an attorney.Sincerely,*** ***

Thank you for reaching out to us through the *** *** *** about your concernsI 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: ***In this case the review was reviewed by our team and it was determined that it was not out of compliance with our policyMaintaining 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 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 *** or email at ***
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
*** ***

Thank you for reaching out to us through the Revdex.com and for working with our support teamWe would like to take the time to address your concerns here
Thumbtack connects professionals and customersProfessionals send their information in a quote for free and are only charged the first time
customers reach out by messaging, scheduling next steps, or by marking the pro as hired
It is important to us that professionals feel confident when using ThumbtackWe value transparency and know professionals need to to understand how we work in order to be successfulThis is why we created our Help CenterIt is a knowledge base geared toward helping professionals find successTo make sure professionals know when, why, and how much they’re charged, we’d have our Paying for Contacts article:
***
If any professional feels they were charged unfairly for a request, we encourage them to reach out to us so we can investigate the situation and see if it falls under our refund policyIf a request falls under the policy, credit will be applied to the Thumbtack accountPurchases are final and nonrefundableThis is outlined in our terms of use, which professionals agree to when they sign up: ***
If you have any questions or concerns please reach out to our support team at *** or *** *** *** We are here to help
Sincerely,
Thumbtack Support
***
***

Hello ***,
Thank you for your response
As Thumbtack is a ***eting platform, it is up to each professional to determine what licenses are necessary and follow their state and federal lawsWe encourage professionals to explain their credentials to customers in quote messages and post them on their profilesWe also encourage customers to consider credentials and reviews when choosing which professional to hire
Here at Thumbtack, we understand that feedback from professionals is vital to our successWe are always open to suggestions and encourage each professional to send us feedback at ***Our product team looks at each peice of feedback and considers these ideas when deciding what’s best for our platform and users
Sincerely,
Thumbtack Support
***

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 want to see professionals 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
Professionals who use Thumbtack pay to introduce their business to customers who are looking to hireIf the customer does not view a quote within hours the credits used to quote are automatically deposited back into the professional’s accountIf 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 policyWe look into reports carefully as we respect the professionals who use Thumbtack
Please feel free to contact us at *** or give us a call at *** with questions or concernsWe’re here to help
Sincerely,
Thumbtack Support
***
***

It’s important to us that professionals are charged an appropriate amount for the quotes they send through ThumbtackWe conduct extensive research into the average price for the requests that come through and the area and market they are inWe understand this is subject to change, so we do this research regularly and update the prices accordingly
Our goal is to help professionals make a good return with the money they spendPart of getting hired on Thumbtack is convincing customers you are the best professional for their projectIn 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 *** or give us a call at *** with questions or concernsWe’re here to help
Sincerely,
Thumbtack Support
***
***

Thank you for reaching out to us through the *** *** *** about your concernsI would like to address these concerns here
A review will not be deleted on Thumbtack unless it is out of compliance with our Content Policy, which can be seen here:
***
Maintaining 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 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 *** or email at ***
Sincerely,
***
Thumbtack Support
***
***