Thumbtack, Inc.

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear ***,
I appreciate you taking the time to bring your concerns to our attentionI have personally been working with you and the professional in question, to reach a resolutionI am glad that we were able to come to a positive
solution, I would also like to respond to your concerns publicly
At Thumbtack we are passionate about our customers, therefore we treat complaints very seriouslyI apologize for the unfortunate experience you had with Superior Repair and ServiceIt is Thumbtack's mission to introduce customers to qualified professionalsWe invite professionals to display their qualifications and experience on their Thumbtack profile in order to help customers better compare professionalsWe believe the customer knows their needs better than anyone else and is therefore the most qualified individual to determine which professional is the right fit for their projectAs such, Thumbtack does not vet or promote any particular professional on our siteIn the end, regardless of the situation, we are dedicated to taking care of our customers
If a dispute arises between a customer and professional, Thumbtack reaches out to both parties to investigate the situationWe then encourage the customer and professional to work towards a resolution togetherAlthough this professional attempted to rectify some of the work he performed, we understand that you feel like his work was unsatisfactoryHowever, I am glad we have been able to reach a resolution
Thumbtack truly cares about our customersThank you again for reaching out to us about this situation, we were happy to help resolve your concernsIf there is anything else we can do for you, please contact me directly
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I've been in constant contact with *** from the start of the problemBottom line, he has provided the resolution I've been seekingI would also like to thank you Revdex.com for your participation/resolve in this matter

After several attempts to get negative, untrue, unwarranted reviews (some from non-customers) removed from my profile, and after I have invested several hundred dollars submitting quotes through Thumbtack, I have given up as a listed and qualified, honest contractor Thumbtack refuses to remove said comments and statements from my TT profile

Hello ***,
It’s important to us that customers have a positive experience and are able to complete personal projects on the siteThe Thumbtack Guarantee is one of the things we have in place to help customersIn 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’s terms, conditions, and more information on how it works can be found here: ***
Again, we would invite you to correspond with the Marketplace Integrity team if you have questions
Sincerely,
***
Thumbtack Support
***
***

I have used Thumbtack for a few yearsAt first it was great, then the price increased...so trusted I'd see some resultsWith little results through the site I continued to be a customerI had a star rating and no complaintsAfter dealing with very difficult clients of my own I had complaints sent through the site, so Thumbtack decides to deactivate my account without contacting me at all! I emailed them about itOne of the customer support members lied and said that I was notifiedI dug through emails for an hour, and NOTHING! They told me what the complaints were and I handled what needed to be handled on my end after a lot of ridiculousness with my clientsI reminded Thumbtack that I had done so and I got this email back from *** at Thumbtack
*** ** (Thumbtack Support)
Jul 13, 08:
Hi ***,
We appreciate you contacting us back about the status of your accountWe do not make the decision to deactivate a service professional from our site lightlyWe will

Initial Business Response /* (1000, 5, 2014/04/14) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Dear ***,
I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I'm
able to address all of your questions and concernsI went ahead and processed your refund, which brings your total refund to $These funds will post to your bank account within a few business daysIf you decide to give us another shot, please note that I've also added a few complimentary Thumbtack credits to your account
I looked into your account and noticed that you are photographer and haven't uploaded any pictures to your profilePictures are especially important for Thumbtack photographers since it allows your customers to visualize the quality of work you provideI strongly suggest that you properly fill out your service profile page before submitting any additional quotes on Thumbtack
With that being said, I understand your frustration in not hearing back from some of your customers - please note that our most successful service professionals do not hear back from some of their customer leads as wellFurthermore, I noticed that you do not have any reviews on your profileService professionals with at least review are 400% more likely to hear back and get hired on ThumbtackWe've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profileIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more:
http://www.thumbtack.com/pros/how-thumbtack-works#get-hired
I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories
We are a small company with a big missionWe are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we canI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns
Sincerely,
*** CRS

Initial Business Response /* (1000, 5, 2014/02/18) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Hi ***,
My name is *** and I am writing in response to your Revdex.com complaintI apologize for the confusion surrounding our job board postings and understand the
frustration in not being able to submit a quote to a particular customerI would like to clarify our business model and hope to address all of your concerns
I am so sorry for the confusion in our customer service response last ThursdayI’d like to clarify that our job board postings on sites such as ‘JobSerious’ are real customer requestsThe reason we prohibit our active service professionals from bidding on these third party requests is because Thumbtack is a matching platformWe post a small percentage of our total job requests on third party sites in order to recruit more service professionals to ThumbtackWith that being said, bidding on these requests is only available for for non-users who are interested in signing up because of the posting, and not for registered usersWe’ve found that job boards are a great way to inform service professionals about our service; it is important for us to recruit Thumbtack service professionals since our the number of customer job requests is rapidly growing each month
Once you are a registered Thumbtack pro, we send customer leads directly to your Thumbtack dashboard - we’ll send a notification via email or text message when you are invited to submit a quoteRegister users receive customer leads directly to their dashboard and can decide whether or not they’d like to respond to that leadPlease note that Thumbtack is not a free service and our service professionals spend ‘Thumbtack Credits’ on each submitted quoteWhen a customer’s request looks like a good fit for you, use your credit balance or buy credits to submit a quoteThe base credit price is $1.67, and we offer discounted packages as well
We are a small company with a big missionWe are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we canAs such, please note that I am willing to add a few complimentary Thumbtack credits if you decide to reactivate your Thumbtack profileI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns
Best regards,
*** Customer Relations Specialist
Final Consumer Response /* (4200, 11, 2014/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not wish to pursue this complaint any further, but I'm clicking "no" here because there was no "proposed resolution." I received an explanation about how they do businessAs long as they are not doing anything illegal, I accept thisThey will continue to do what they are doing, and I will continue to not do business with themI DO NOT WISH TO RECEIVE FURTHER MESSAGES, REQUESTS TO FILL OUT SURVEYS, OR ANY OTHER COMMUNICATION FROM THUMBTACKPlease respect this
Final Business Response /* (4000, 9, 2014/02/21) */
Hi ***,
I appreciate your response and feedback regarding our service professional recruitment marketing effortsI reached out to you this afternoon and left you a voicemail; if you'd like to speak with me over the phone, please send me an email at ***@thumbtack.comOtherwise, please do not hesitate to give us a call at (XXX) XXX-XXXX
I'd like to clarify that we allow service professionals to apply to these particular online job requestsAs long as you are aren't a current Thumbtack pro, following the job request link will allow ask you to sign up and create your profile before submitting a quote for that particular customerHowever, if you are already an existing pro on Thumbtack, you will not be able to apply to these jobs as they are designated for new service professionals onlyWith that being said, our active Thumbtack pros receive customer leads on a daily basis, and many of them complain that they can't handle the volume of requests we send their way!
I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories
I encourage you to give us a shot before making any assumptions about our service, since that is the best way to truly evaluate our platformI understand that you do not want credits, however please note that I am more than happy to do so in the future, should you change your mindAgain, I hope to speak with you soon and thank you for your feedback
Best regards,
*** Customer Relations Specialist

Thumbtack is a great place both for contractors and customersHaving a landscape and lawncare company, certain aspects of the business are seasonal and being apart of Thumbtack has increased business during times that are typically slowerI think this service Thumbtack provides is a win/win for everybody involved

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, 2014/02/21) */
Contact Name and Title: ***, CRS
Contact Email: ***@thumbtack.com
Hi ***,
I am writing to you in response to your complaint to the Revdex.com against ThumbtackI apologize for the poor experience you had using Thumbtack and hope
I am able to resolve all of your issues and concernsWe are not in the business of scamming our users and try our best to provide a great experience for all of our customersPlease note that I've processed your refund request and the funds should post to your account within a few days
I sincerely apologize for providing a poor customer service experienceOur company has experienced significant growth in the past few months and we are working hard to prevent this from happening in the futureI am so sorry that our responses appear canned; we strive to provide a personal touch for every customer contactOur goal is to expand our phone and email support teams order to provide a more immediate, personal, and live touch to our customer support experience
I understand that you've had a frustrating experience with our Public Questions Forum and how aggravating it must be to have a question deleted when you simply would like more information before submitting a quoteThe guidelines for public questions have not changed since their inceptionThat being said, they have been applied inconsistently by our customer service agents who monitor the questionsThe guidelines are not pointed enough for our agents to be able to apply them uniformlyTherefore, we are in the process of revamping our guidelines so that they will be implemented more reliablyWhen the guidelines are officially changed, we will notify all service professionals
I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories
Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it rightPlease let me know if you have any other questions or concerns
Sincerely,
***, CRS
Final Consumer Response /* (2000, 7, 2014/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company refunded ALL of my money, which is what I requestedI would choose to do business with them again if they made some fundamental changes to their policies with regards to vendors, but until that time, I am satisfied with my outcome and will not use their services

Initial Business Response /* (1000, 5, 2014/04/22) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Dear ***,
I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I
am able to address all of your questions and concernsWe truly appreciate your involvement and dedication as a Thumbtack professional on our site
Thumbtack does not adjust nor alter the quality of leads that are sent to your accountThe customer requests are syndicated (matched) by our system, as well as a team of agents, which matches the job request to qualifying professionals like yourselfWe only adjust the quantity of leads when our system has detected complete inactivity on your account; in this scenario, we'll set your limit to one job request per weekWith that being said, I've looked into your account and verified that you are not invite limited - you've received approximately invites in the last days! Your leads are properly syndicated according to the travel settings that are set in your profile
In regards to invites by location, please see below for further clarificationI hope this helps provide an insight into our job request volume and your travel preference settings
Interior Design, Home Staging, Home Remodeling, and Construction Services job request cities since April 1, in CT:
***
Please note that you may be experiencing seasonal demand trends, and that your travel preference of miles does in-fact overlap with parts of *** *** You can always adjust these settings by selecting a smaller travel distance in the 'Edit Profile' menu within your profile page
Furthermore, please visit our Revdex.com homepage for a full breakdown of our job request syndication process, located here (Under 'Additional Complaint Information'):
http://www.Revdex.com***
I looked into your Thumbtack account was able to find your bidding historyI understand your frustration in not hearing back from some of your customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as wellAlthough we are working hard to improve customer communication (such as informing the customer that professionals pay to submit a quote), it is ultimately up to the customer as to whether or not they would like to send a responseIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more:
http://www.thumbtack.com/pros/how-thumbtack-works#get-hired
You also mentioned that you aren't receiving specific job requests under the leads section of your profile when looking at the Thumbtack job requests that are posted on various job boards such as ZipRecruiter and JuJuPlease note that we look at a wide variety of factors in syndicating the job request to your account; the pertinent information is not always displayed in the job board posting, which I understand is confusing and misleadingI strongly encourage you to contact our support team the next time you view a lead that you believe should have been matched to your account; we'd be more than happy to take a look at why you weren't invited to send a quote
Unfortunately, Thumbtack will not approve any 'Suggested Questions' that include payment notification in order to possibly qualify these customer leadsThis is in direct violation of our guidelines, which can be found here:
http://www.thumbtack.com/pros/how-to-suggest-a-question
We are a small company with a big missionWe are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we canI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns
Sincerely,
*** CRS
Final Business Response /* (4000, 12, 2014/05/15) */
Dear ***,
I am sorry if my past responses were not sufficient in addressing all of your concernsI apologize if there is any confusion about your refund request - I could not find any previous mention of this requestNonetheless, I've refunded your past two Thumbtack credit purchases from 4/and 4/Please note that it may take a few business days for the funds to post to your bank account
We are always working hard to improve customer communication and have made significant updates in the past few monthsYour specific feedback in regards to educating customers that you are paying for each quote has been documented and sent to our product teamFurthermore, you are always welcome to include this information in your quote message, if desired
Remember, you are under no obligation to send a quoteWe will continue to send you vetted customer requests - it's entirely your choice to pay for these introductions
I'd like to reiterate that Thumbtack does not adjust nor alter the quality of leads that are sent to your accountThe customer requests are syndicated (matched) by our system, as well as a team of agents, which matches the job request to qualifying professionals like yourselfWe only adjust the quantity of leads when our system has detected complete inactivity on your account; in this scenario, we'll set your limit to one job request per weekWith that being said, I've looked into your account and verified that you are not invite limited - you've received approximately invites in the last days! Your leads are properly syndicated according to the travel settings that are set in your profile
Lastly, I'd like to clarify that your customer job requests (leads) are removed from your account view when the hour quoting window has passedWe've implemented this hour quoting policy in order to provide a fantastic experience for our customersYou can view your submitted quotes by viewing the 'Quotes' page
Thank you so much for your feedbackI hope I was able to resolve all of your issues and concerns
Sincerely,
*** CRS
Consumer Response /* (-5, 17, 2014/05/29) */
Revdex.com Complaint Case# *** (Ref#XX-XXXXXX-XXXXXXXX-XX-XXXX) (X)
Hello, I did not hear back from Thumbtack regarding these issuesI sent this email to you on May 10th, The following complaints continue to be unresolved
***@sbcglobal.net
Interior Remedies
*** ***
XXX-XXX-XXXX
Business Response /* (4000, 21, 2014/06/04) */
Dear ***,
I'm sorry that you are still unsatisfied with our responseWe are doing our best to address your concerns, which is sometimes difficult without having the ability to speak with you over the phoneRemember, our customer support team has attempted to reach you by phone in order to resolve your account issues in a more efficient manner - we hope you will reconsider your contact preferences since we have skilled agents ready to answer your account questions, seven days a week
We have processed your refund request (two credit package purchases of $11.67) on 5-- please give us a call if the funds haven't posted to your account by nowOur phone number is (XXX) XXX-XXXX
We are fully aware of the customer communication issues and I have specifically passed your feedback along to our product teamWe truly appreciate your concern and are working hard to improve customer educationWe've made significant changes in the past few months from suggestions we've received from professionals like yourself!
I'd like to reiterate that Thumbtack does not adjust nor alter the quality of leads that are sent to your accountThe customer requests are syndicated (matched) by our system, as well as a team of agents, which matches the job request to qualifying professionals like yourselfWe only adjust the quantity of leads when our system has detected complete inactivity on your account; in this scenario, we'll set your limit to one job request per weekWith that being said, I've looked into your account and verified that you are not invite limited - you've received approximately invites in the last days, which is correct for the request categories that are whitelisted to your account
Customer job requests are removed from your account view if you choose to not quote within the hour quoting windowAfter further investigation, I believe you are referring to Thumbtack job requests that are posted on job boards; If you didn't receive a lead from Thumbtack that you see posted on a job board, that is because the lead either did not match your exact travel preferences or service categorizationIf you think you would like to receive more leads, you can change either your service categories and or your travel preferences
Thumbtack has fully addressed all of your concernsPlease give us a call if you have any additional questions regarding your account
Sincerely,
*** CRS

Initial Business Response /* (1000, 5, 2015/06/11) */
Dear ***,
Thank you reaching out to us through the Revdex.comWe appreciate any and all feedback and look forward to the opportunity to answer questions about our businessI also wanted to thank you for taking the time
to correspond with me via email so we could discuss your concerns directlyI wanted to make sure and address them here, through the Revdex.com, as well
I can completely understand your frustration with not seeing results from the money you have spent on our siteYou not only spent money, but time as well, and it didn't yield the results you expectedHere at Thumbtack, we want you to be successful and I am glad you contacted us so we could help you
Our goal is to help professionals grow their businesses by connecting them with new customersWe can only be successful when our professionals are successful, so we work hard to help our professionals get hired as often as possible
When it comes to getting hired, the customer is the one who has the final sayNo two customers you encounter are going to be the sameSome may be looking for the best value and focus on cost while others are more concerned about your reviewsHow they make their decisions may vary but fortunately we have years of experience that have provided us with good insights into some of the consistent factors customers use to make their choiceFrom those insights, we have created best practices for professionals to follow
We want to make those best practices as accessible to our professionals as possible, so we have 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 resources, such as https://www.thumbtack.com/pros/ and online webinars, as other options for professionals to learn and use our best practices
However, we recognize that no system is perfect and that our business must constantly be improving to ensure we are able to continue helping our professionals growWe regularly reach out to customers and professionals alike to try and find ways to make their experiences betterAll of our efforts are geared towards helping professionals get hired by connecting them with the customers who need their services
We take the quality of requests made by customers very seriouslyTo that end, we have created an extensive verification system that reviews each requestIt is certainly not perfect, so we do encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate furtherIf we find that the request isn't legitimate or there are other concerns, we are happy to refund any credits professionals have spent to quote on that requestWe also use those instances to make improvements to our verification system
I appreciate you giving me the opportunity to address your concerns and I am glad we were able to provide your desired resolutionThank you again for listening to my suggestionsI wish you the best of luck with your business and if you have any questions, please let us knowWe are always here to help
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
www.thumbtack.com

Initial Business Response /* (1000, 5, 2014/06/19) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Dear ***,
I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope Is am
able to clarify our business modelWe are not in the business of scamming our professionals and try our best to provide a great experience for all of our customersPlease note that I've processed your refund request and the funds will post to your bank account within a few business days
I am so sorry that the phone numbers included in those three customer job requests went to an automated voicemailWe do not moderate or edit the phone numbers in the job request since this is an optional field provided by the customerAlthough uncommon, we've received a few reports of phone numbers incorrectly entered as well
I understand your frustration in not hearing back from your customers, however please note that even our most successful professionals do not hear back from some of their customers as wellAlthough we are working hard to improve customer communication, it is ultimately up to the customer as to whether or not they would like to send a responseRemember, you are under no obligation to send a quote - Thumbtack is simply sending you all the requests that were matched to your profile and travel radius
I do want to strongly convey that we are not in the business of scamming our professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories
We are a small company with a big missionWe are actively refining and improving our process of connecting professionals and customers, as it's important to us that we create as many great customer experiences as we canI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns
Sincerely,
*** CRS

Initial Business Response /* (1000, 5, 2014/04/11) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Dear ***,
I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope I am
able to answer all of your questions and concernsI'm really sorry if our previous responses appeared to be cannedNonetheless, I want to assure you that I responded to your Revdex.com complaint based completely on your individual experiencePlease note that I've processed your refund requests and your entire purchase history has been refundedThe funds will appear in your bank account within a few business days
Thumbtack is not in the business of scamming our usersNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherFor more information on our request verification process, please read our company response under "Additional Information" here: http://www.Revdex.com.org/greater-san-francisco/business-reviews/internet-servic...⇄ /> I looked into your Thumbtack account was able to find your bidding historyI noticed that a few of your customers indicated that they hired another service professional for the job, while others viewed your profile and never respondedRegarding your website analytics, I apologize that we haven't sent any traffic to your site, however please keep in mind that we charge you credits when the customer viewed your quoteIt's entirely up to the customer if they would like to further view your profile or business websiteFurthermore, it's ultimately up to the customer as to whether or not they would like to send a response
With that being said, I understand your frustration in not hearing back from these customers, especially since you have a great profile and a star reviewOur product team is working hard to increase the customer engagement on our site; please let me know if you're interested in continuing to use Thumbtack and I'd be happy to grant you a few complimentary credits to test out different quoting strategiesIf so, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more:
http://www.thumbtack.com/pros/how-thumbtack-works#get-hired
Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it rightPlease let me know if you have any other questions or concerns
Sincerely,
*** CRS

I had carpentry work done on the interior of my home I couldn't ask for better results for a very reasonable price They showed up on time and finished within the day, and cleaned up! I am very pleased with thumbtack, the communication and their recommendations for professional work! They are the best!

Initial Business Response /* (1000, 5, 2015/03/16) */
Dear ***,
I appreciate you taking the time to bring your concerns to our attentionOur Marketplace Integrity Team has been working with you in regards to this issueI would also like to respond to your concerns publicly
At
Thumbtack we are passionate *** our customers, therefore we treat complaints very seriouslyIt is Thumbtack's mission to introduce customers to qualified professionalsWe invite professionals to display their qualifications and experience on their Thumbtack profile in order to help customers better compare professionalsWe believe the customer knows their needs better than anyone else and is therefore the most qualified individual to determine which professional is the right fit for their projectAs such, Thumbtack does not vet or promote any particular professional on our siteIn the end, regardless of the situation, we are dedicated to taking care of our customers
If a dispute arises between a customer and professional, Thumbtack reaches out to both parties to investigate the situationWe then encourage the customer and professional to work towards a resolution togetherThrough our investigation, we have found that the professional performed services as contracted to doThe professional made additional follow ups as well to make sure services rendered met what was agreed upon
Thumbtack truly cares about our customers' experiences, so we encourage them to leave reviewsWe believe in 100% transparency and reviews will remain as long as they abide by our Terms of UseThank you again for reaching out to us about this situation, if there is anything else we can do for you, please contact us
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In my complaint I stated that Mr*** filled out his invoice as if he provided and completed the services, as stated in the complaint Mr*** is a liar and a con man and when I stated that he did absolutely nothing to justified $that I paid him that is what I mean I have so reason to lied if Mr*** provided me with good service I would have been more than happy to give him a good reviewAlso how could he provide a follow up service when he did not provide the service that I paid him for from the startThe only way this complaint will be resolved is I want the $refunded back to me
Sincerely
*** ***
Final Business Response /* (4000, 12, 2015/04/24) */
Dear ***,
I appreciate you reaching back out to us with your concerns about this unfortunate circumstanceWe are happy to continue working with you until we come to a positive resolutionI wanted to take the time to outline what we have discussed in regards to your Revdex.com complaint
Thumbtack cares deeply about our customers, as such we take complaints very seriouslyWe are profoundly sorry for the stress and disappointment this professional has caused youWe expect professionals to provide services that emulate the values we hold of our own companyAnytime we receive a complaint about a professional, we reach out to both parties so we can hear each side of the storyBy doing this, it allows us to work towards a resolution togetherWhile Thumbtack is not a part of the professionals business, we want to do everything we can to help resolve disputes
As mentioned, our goal is to provide an excellent experience for customers who use our siteThough our investigation into this matter indicates the professional did fulfill their obligations, your satisfaction with the service is what is of the greatest importance to ThumbtackWe would like to speak with you further about the positive solution we have for the situation
We have attempted to call, unfortunately, we have not been able to connect with youI will continue to reach out so we can see this resolvedFeel free to reach out to me as well at your earliest convenience
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
Final Consumer Response /* (2000, 14, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thumbtack has reimbursement me the $I paid to Adam *** Pest Control Services for services that he claimed he perform and he did not

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
***
***

On 8/16/We contacted Thumbtack call center, regarding issues with a contractor we hired through Thumbtack to build a privacy fenceWe had numerous issues with the shoddy construction and with the contractor We gave the contractor an opportunity to make things right, he did not and complained that he was building the fence properly On 8/17/we fired the contractor, there were even more issues created by this contractor He damaged our neighbor's yard and our other neighbor's fence, he removed boards on their fence that was not adjoining our property On 8/17/We contacted Thumbtack call center, to find out when their “marketplace integrity” would contact us regarding issuesShe said the 18th someone would call us On 8/18/we contacted Thumbtack call center, at 5pm since no one called us I explained that we had not heard from Marketplace Integrity She stated that they will call on the 19th and that she would also follow up with usOn 8/19/I contacted Thumbtack call center, at 3pm, she stated that Marketplace Integrity is behind on contacting people, however we were assigned a case manager and that he would call us on 8/Explained to her that I was frustrated with Thumbtack Told her my concerns with the shoddy fence which was not fixed, was incomplete and not sturdyI explained that it was a safety hazard with the gate leaning on the fence, leaving complete access to our poolI told her that we wanted quick resolution and that we were let down by the contractor we hired through them, Thumbtack, and Marketplace Integrity I also informed her that we have found another contractor who is ready to tear down the shoddy fence and put up a proper fence I also let her know that we do not want the first contractor on our property since he has done enough damages On 8/22/I contacted Thumbtack call center, at 4pm I told her that I was fed up with Thumbtack’s run around Explained that we have been calling regarding the shoddy work for a week I stated that we do not want the contractor at our house and that there are safety hazards around our property due to the poor workmanship of the contractor, the debris with nails jutting out around the outside of our fence, and the fact that we do not have a gate attached to the fence I expressed my frustration with the situation and lack of communication from Thumbtack She stated that the case manager had sent an email I told her we were told we would get a phone call not an email I told her I would wait on hold to speak with the case manager Case manager finally came on the phone and I explained everything that we had been through with not only the contractor but also with Thumbtack He stated that they are only an advertising company with a format to connect contractors to potential clients He told me that perhaps I could go through small claims court or get an attorney I told him that I cannot afford a consumer fraud attorney He stated that he would call me on Wednesday to go through arbitration with original contractor using their online support forumOn 8/24/case manager did not call, instead he sent an email We submitted our grievances online along with the a resolution of being reimbursed $for the damages that the contractor madeOn 8/26/we added photos to support our grievancesOn 8/29/I contacted Thumbtack call center, at 11:09am I had read through their online grievance site that original contractor did not respond to their attempts to contact him It stated that escalation initiated I asked her about it, she put me on hold and tried to connect me to case manager He told her that he would call me later Since anytime someone from Thumbtack tells me that they will call me later and fail to do so, I explained to her that I would wait on hold for case manager I also told her that nothing in the “escalation” section gave me any help and that it simply told me what I already know, that contractor is not responding She put me back on hold and tried to connect me with the case manager again She got back on the line and told me that my case manager will call me when he can I rehashed everything we had gone through with the contractor and ThumbtackI told her about the liability of having a pool in our backyard and no gate on the fence I explained to her that I was frustrated and felt unsupported by Thumbtack/Marketplace Integrity I also reiterated that I could not afford the cost of an attorney I told her that I would wait on hold because last week the case manager said he’d call me but never did I also asked if I could speak with his supervisor She put me back on hold Case manager picked up the line and told me that the contractor spoke to someone at the call center and said he was disputing a couple of the claimsThe case manager would not go in to detail about the call He stated that the next step is to get the contractor to make the situation better I explained to him that since we have a pool and no fence or gate, that this liability was too great to have a shoddy fenceI told him that we hired another contractor to tear down the garbage fence and build on that will last more than a year I rehashed the whole situation with him and told him that it would be a loss of more money if we hired an attorney or went through small claims court I told him that I am giving Thumbtack a chance to make this right before I go to Revdex.com Case manager said he would call me Wednesday morning On 8/31/I contacted Thumbtack call center at 3pm, spoke with someone at the call center and I told her I needed to speak with my case manager and that I would stay on hold till he spoke with me The case manager picked up the line and told me that Thumbtack has now removed and disabled the contractor's account on Thumbtack due to the contractor's lack of responding to the escalation Case manager also told me that my only recourse is small claims court or getting an attorney I told him that I got the raw end of this deal and he agreed I expressed to him my shear frustration with the entire matter I stated that I am not only out of $that was paid to the contractor, but also $for the tear down of the shoddy fence and building of a new fence, and out $for the repairs to the damages that the contractor made on my neighbors’ property Case manager simply stated that yes this is correct and that after investigating our situation that the damages to our property do not fall under the coverage offered in their Thumbtack guarantee because the damage was "not being caused to property outside of the scope of agreed upon work." My main issue with this is that I never agreed to have this contractor damage the neighbor's yard, my other neighbor's fence, of which a couple of boards are missing and the property line was moved by the contractor While I understand that there is no way I can recover all the money we spent on this contractor, I just don't see why a better resolution could have been determined so I could have recourse to pay for the damages that their contractor made When we hired this contractor we did so in good faith Unfortunately this has been a terrible experience, not only for me but also to my neighbors who did not sign up for this

Initial Business Response /* (1000, 5, 2014/04/04) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Dear ***,
I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I
am able to address all of your questions and concernsI went ahead and processed your refund request, which brings your total refund to $Please note that it will take a few business days before the funds are posted to your account
I would like to first apologize for failing to provide you with a great customer service experienceOur phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few monthsWe are actively hiring and building out our customer support team in order to prevent this from happening in the futureOur goal is to provide a fantastic customer service experience each and every time you contact Thumbtack
The leads we send you are generated by customers who fill out request forms with drop-down answer optionsTherefore, the requests will look similar and have the same uniquely worded responsesWe realize this can look a bit phony, so we are starting to require customers to write a little something in a free-form text box on the request forms - just to show you that these responses are from real customers looking for really great service pros, like yourselfAdditionally, we verify the customer's identity via email and by verifying their name in a national database
I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories
Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it rightPlease let me know if you have any other questions or concerns
Sincerely,
*** CRS

Initial Business Response /* (1000, 5, 2015/12/22) */
Hello ***,
Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone about your concernsI am glad we were able to come to a resolution that you were happy withI would also like
to address your concerns here as well
We know it is extremely frustrating for professionals when they are putting effort into using Thumbtack and are seeing little to no resultsThis is not the experience we want our professionals to haveWe want our professionals to get hired by quality customersThis is why each of the requests submitted by customers goes through a verification process that is both manual and automatedAlso, if a customer does not view a professional's request within hours, the professional is refundedWith all this being said, we encourage each professional on Thumbtack to report anything that seems suspicious and we will look into it right away
As I said above, we want our professionals to get hiredWe know that we will not succeed as a company unless our professionals meet new customers and find successThis is why we have created a Pro Center complete with research based articles to help our professionals present their business in the best way possibleThis Pro Center can be seen here: https://www.thumbtack.com/pros/We also have excellent customer support specialists available and willing to help our professionals by phone at XXX-XXX-XXXXThey will take the time to ensure that each professional is taken care of
We encourage any customer or professional with questions to feel free to contact usWe are here to help
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear ***,
We appreciate you reaching out through the Revdex.com to give us the opportunity to address your concerns about ThumbtackWe welcome the feedback that we get from our professionals as we are constantly improving our siteIt was
a pleasure to have been able to resolve your concerns in our correspondence by email
We strive to introduce you to real customers that are ready and willing to hire professionals to complete their projectsWe have a request verification process to flag suspicious requests, those that have been flagged as suspicious are then manually checkedRequests that clear our verification are forwarded to our professionalsWe know that no system is perfect, therefore we are constantly working to make the process better to continue ensuring quality requests
As you mentioned in our email conversation, you realize that you won't be hired by every customerHowever, you would like to know the outcome of each request that you have quoted onOur role is to create an introduction between customers and professionalsAfter an introduction is made, the professional and customer often take their communication offlineThis can make it difficult for us to track the outcome of each requestNone the less, we put forth the effort to email customers to ask them for any updates in regards to hiring someoneIt is then up to them to update the status of their requestIn an effort to improve our process, we have now updated our system to reflect the reasoning behind a customer's request status changeWe hope that this will improve our professional's experience and help them in getting hired in the future
Per your request, we have refunded your account the credits you had spent on requests where a customer decided not to hire someone on ThumbtackOur refund process is that if a customer has not viewed your quote within hours of your submission, we will automatically refund the Thumbtack CreditsIn addition, if a customer cancels their request within hours because they are no longer needing the service or they changed their mind we will refund your creditsIn these instances you will need to contact us about the request so we can issue the refundYou can then use those credits to submit quotes on other requests that interest youIf at any time a professional on Thumbtack feels that a refund should be made they can contact us
I hope that we have been able to resolve your concernsPlease do not hesitate to reach out directly if you have any questions
Sincerely,
***