Thumbtack, Inc.

On July 5, 2016 I had [redacted] and [redacted] clean the many windows in my house both ground floor and upper level. They did an excellent job. I would hire them again for other services such as house cleaning or painting, if needed. They are very pleasant people and are committed to their work.

Initial Business Response /* (1000, 5, 2015/09/29) */
We appreciate you reaching out to us with your concerns. I understand how frustrating it can be to invest time and money into marketing without hearing back from customers.
At Thumbtack it's important to us that our professionals grow...

their business. We know that the only way we can succeed is if our professionals are succeeding as well. Since the success of our professionals is so important to us, we've conducted extensive research into ways professionals can increase their chances of being hired when they quote. We've compiled this information into a set of videos and articles that show professionals how to use our site to effectively.
We want all of our professionals to benefit from this information, so we have a customer support center that can help professionals understand how to get the most out of Thumbtack. We also have other online resources such as webinars and our Pro Center where professionals can research winning strategies themselves. You can see our Pro Center here: https://www.thumbtack.com/pros/.
Thank you for reaching out to us about this situation. We would [redacted] to help you take advantage of all the information we have to help you be successful. Please contact us if there's anything else that we can do.
Sincerely, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I called the office of Thumbtack on 9/29/15 and spoke with a gentleman that only handles
Final Business Response /* (4000, 10, 2015/10/20) */
Hello [redacted], Thank you for getting back to us. I'm so glad I was able to speak with you over the phone and work with you to reach a desired resolution.
We encourage you to reach out to us if you have any additional questions about your case and invite any Thumbtack professional with questions to reach out to us as well. We care about the success of our professionals and want them to have a good experience with Thumbtack. We wish you the best of luck with your business.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 12, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted what was proposed and this case can be closed.

Initial Business Response /* (1000, 5, 2014/08/20) */
Hi [redacted],
I am sorry to hear that you have not found success on Thumbtack. We work really hard to introduce you to interested clients, and encourage our customers to respond to each quote. I have gone ahead and refunded all the money...

you have spent with Thumbtack.
I understand that it can be frustrating not hearing back from customers. I looked at your profile and noticed that you do not have a profile photo nor any reviews. A clear photo that shows your face increases your chances of being hired by 40%. Further, Customers are 400% more likely to choose you to perform the service when you have reviews. I strongly encourage you to ask some of your previous clients to write a review on Thumbtack. I believe that you can be successful on Thumbtack if you put more into your profile to really showcase your and your firm's strengths.
You did not receive any quotes for your request for legal services because our request verification team flagged it as a test request. At Thumbtack we recognize that we can only be successful if we are connecting real, serious Customers with real, quality Professionals. We invest significant resources (time, effort, and funds) to screen our requests for signs that they are not legitimate requests. Thumbtack uses both automated and manual steps in an attempt to make sure our requests are being generated by legitimate individuals looking for appropriate services, and that these requests contain the necessary information for Professionals to craft a quote for the request. The request verification process begins with all requests initially being reviewed by a computer algorithm, which flags requests based on criteria we think signifies an illegitimate request. Then, a specialized request verification team personally reviews these flagged requests. One of the criteria that we flag for is when a service professional places a request for the same service he or she offers on Thumbtack. This type of request signals to us that the pro is potentially testing our system, so we don't send that request to other pros, because we don't want our pros to pay for requests that are not from serious customers.
Our mission is to be THE online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service pros. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy.
Sincerely, [redacted]
Marketplace Integrity Manager

Initial Business Response /* (1000, 5, 2015/12/28) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your concerns. Due to your desired resolution, we have chosen to address your concerns here instead of via phone.
As far as requests are...

concerned, we send them to our professionals when they are submitted to us by customers. However, if a professional is not receieving requests, it may be due to settings on their profile that are limiting the request flow. Professionals experiencing these issues can go to our Help Center, which is an online resource created to assist our professionals. This can be accessed here: https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJmAJ.
Professionals are also always welcome to contact us by phone or email as well, as our customer support team will aid them promptly.
We know that it is very frustrating for our professionals when they do not hear back from customers, and this is not the experience we want our professionals to have while using Thumbtack. Professionals may also refer to the Help Center for help on getting hired and showcasing their business. Again, professionals are welcome to contact our customer support team by phone at XXX-XXX-XXXX or email via [redacted]@thumbtack.com. Our highly trained support team will take care of each professional or customer who contacts us. All of these resources have been created because we care about the success of our professionals. We not only want them to use Thumbtack, if it suits their business, but we want them to get hired.
Please let us know if you have any other questions or concerns. We are always here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not only have I used your help center, I have talked with one of your "professionals". The service that I ordered, that I was told by your staff would be a boon to my business, is NOT even remotely helpful, and in fact is a huge waste of time to write quotes to ghost, potential customers. I simply would like my money back since this is absolutely NOT the service I was promised.
Final Business Response /* (4000, 9, 2016/01/07) */
Hello [redacted],
Thank you for your response. Thumbtack is a channel that allows professionals to target their marketing to the customers they choose. Our goal is to ensure that professionals' information is seen by customers seeking their type of service. This is why we will refund a professional if a customer does not view their quote within 48 hours.
Each customer request that is submitted to us goes through a verification process that is both automated and manual. We have also found that 80% of customers come to thumbtack ready to hire. That being said, we encourage all professionals to report anything that looks suspicious. We will carefully look into it as we respect our professionals' time and money and take these type of things very seriously.
Though our goal is primarily the introduction of professionals and customers, we also want our professionals to get hired. We know we only succeed if they succeed. This is why we are always happy to speak with professionals, either by phone or email. We encourage any professional who is having difficulty getting hired to contact us.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not even a resolution. It is simply a statement about their company. They have made NO attempt at resolution.

Thank you for reaching out to us through the [redacted] about your concerns. I’d like to take the opportunity to address them here.
To clarify the review policy, if the review does not relate to the professionalism of the business or the work completed it does not accurately reflect the customer’s experience. Our team has reviewed the request and based on these guidelines determined that it is not in violation the policy and will remain on the site. Our review content policy can be viewed here:  [redacted].
We understand receiving a negative review is frustrating, especially when there’s two sides to the story. This is why professionals can respond to reviews and they responses will be displayed on their profile along with the review.
If you have any additional questions or concerns about our review policy, please feel free to reach out to us at [redacted]. We’re here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/11/02) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com and for speaking to me over the phone about your concerns. I am glad that we were able to come to a resolution that you were happy with and that I could...

answer your questions. I would also like to address your concerns here.
Recently at Thumbtack, we have begun to randomly select Thumbtack professionals for background checks. These checks are in addition to the U.S. Department of Justice check which all professionals on Thumbtack are put through. We have done this in order to make Thumbtack safer for both customers and professionals. As 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 [redacted]@Thumback.com or by phone at XXX-XXX-XXXX. We are happy to help and want both our professionals and customers to feel safe.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX

Initial Business Response /* (1000, 8, 2015/08/25) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com. I can understand your frustrations, and know it can be difficult when you are not seeing the success you were hoping for. I am glad you have contacted...

us so we can make your experience with Thumbtack more positive.
We understand that every dollar counts when you run your own business. We also know that we do not succeed as a company unless our professionals are finding success. Because of this, we have done research into the things our most successful professionals are doing to get hired. These tips have been compiled into online articles such as this one: [redacted]
Because we care about your business and success, I have provided your desired resolution.
I also wanted to let you know that we are available to help our professionals and would love to hear from you if you have questions or concerns. You are always welcome to contact us at XXX-XXX-XXXX or via email at [redacted]@Thumbtack.com. Please let us know how we can help.
I wish you continued success with your business.
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com

We are a client of Thumbtack. We have received numerous suspicious requests that are clearly internally generated. When we called to ask questions, they BLOCKED our phone numbers from being able to contact them There is ZERO reason for any positive reviews for this illegal operation.

Initial Business Response /* (1000, 5, 2015/10/14) */
Hello [redacted].
Thank you for reaching out to us. I 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 customers. That is not what we want to happen. While 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 them. We also have many online resources in our Pro Center that professionals can read and learn from. Our 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 directly. Please let us know if you have any other concerns or questions.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@thumbtack.com
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */
I heard back from Thumbtack and they offered some suggestions to make to my file. They even offered to give me credits once the changes they suggested were made. I made most of the suggestions and received partial credit. Since making the changes I still have not received leads. I have only 1 sale that was made before the changes as suggested by Thumbtack. I have made other complaints in reference to the system where I made a quote and a identical quote was listed again by someone. I believe they need a tighter system because some of the people could be people offering quotes through Thumbtack as well. I will make the other necessary changes and wait to hear from them again.
Final Business Response /* (4000, 14, 2015/11/18) */
Hey [redacted],
Thank you for reaching out to us via email and the Revdex.com. I'm glad I have been able to talk with you and help resolve your concerns. We 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 [redacted]@thumbtack.com. We are here to assist everyone on our site with any concerns that you might have.
[redacted]
Thumbtack Support
XXX-XXX-XXXX
[redacted]@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 complete. They have also funded me some credits in order to see if the changes that they suggested will work.

Initial Business Response /* (1000, 5, 2014/04/02) */
Contact Name and Title: [redacted] CRS
Contact Email: [redacted]@thumbtack.com
Hi [redacted],
I am writing to you in response to your Revdex.com complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I...

am able to address all of your questions and concerns. We take security very seriously here at Thumbtack.
I would like to first apologize for failing to provide you with a great customer service experience. Our email and 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 months. We are actively hiring and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack.
Thumbtack does not encourage or indicate that our service professionals should send or forward leads. These leads are personally matched to your account based on location, service category, and other request form criteria. Therefore, if you forward a lead to another service professional (Thumbtack pro or not), the pro will not be able to submit a quote for that job. Thumbtack invites all qualified Thumbtack pros to bid on a job, and the first 5 pros to respond will have their quote submitted for the customer's review. If you send a lead to someone that's more qualified for the job, they will not have the ability to submit a quote. If the "more qualified pro" is a Thumbtack pro and was coincidentally matched to this lead as well, then perhaps this method of communication will work. This unlikely scenario is not recommended because the pro will be automatically logged into your account by simply clicking on any link in the forwarded email. Every Thumbtack professional should handle their own leads and account; there is absolutely no benefit in forwarding a lead email to a third party.
With that being said, I understand the idea of sharing a lead with another service professional, however you would have to submit a quote on that pro's behalf. That quote would be extremely confusing to the customer because you would need to mention that you are not the service professional that would be performing the job! Furthermore, you would be responsible for the cost of that quote. As you can see, this scenario is very messy and not in the customer's best interest.
Regarding the security concern, I'd like to inform you that Thumbtack does not store credit card information on our site. If a potential "hacker" was to gain access to your account, they would not be able to view your entire credit card number. This information is stored with a third party intermediary service that Thumbtack utilizes for payment. Therefore, your credit card information is safe and securely stored. You'll notice that we only display the last 4 digits of your credit card information when viewing your account settings on Thumbtack.com. I understand your concern in displaying these digits as a potential security flaw, however these 4 digits are printed on nearly every purchase you make across all industries, whether it's a physical receipt from Starbucks or an email receipt from Amazon.
This is not a true security breach because you are essentially giving another service pro permission to enter your account when you forward a lead email. It's the responsibility of the service professional to not forward leads to anyone they don't trust in their account. The leads we send you are personalized and matched exactly to your profile, albeit not always perfect. I believe that staying connected and sharing leads with other service professionals is a great way to do business. However, when using an online marketplace such as Thumbtack, this practice is not recommended the customer leads are directly matched to your account. If another service professional is a better fit for the job, I recommend telling him or her to sign up on Thumbtack! That's the easiest, safest, and most efficient way to ensure that they are receiving the leads that you may want to share with them.
We appreciate your concern and will continue to monitor this potential issue as we grow. In the meantime, we recommend that service pros do not forward their Thumbtack emails. I 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,
[redacted]

Our company is one of the Thumbtack Pros that uses Thumbtack to get leads for our moving company. Recently, we received a review from one of our customers that we did a move for posted on Thumbtack. The customer claimed on his review that we had damaged a refrigerator handle. We received one email from customer support during a time when all our sales force was in depositions all day in a lawsuit where we are suing a customer that failed to pay for their move by our company. Thumbtack, the next day deactivated our account. We immediately responded to Thumbtack and provided them with a signed release and damage report signed by the customer at the end of his move along with a copy of the signed written contract. Despite all this overwhelming evidence on our behalf Thumbtack took the side of the customer. We were put on hold for 57 minutes before we could talk to the customer dispute resolution specialist and then had to go over all the documents with them before they agreed that we were right and Thumbtack agreed to reactivate our account. We then had to recontact Thumbtack before they actually reactivated the account which was another 24 hours. We lost business because Thumbtack took 3 days to reactivate our account. Thumbtack has refused to give us any refund for leads we paid for but were unable to contact in a timely manner. Additionally, Thumbtack recently reformatted their website and now if you are sending emails to a customer you have a one inch by 2 1/2 inch box to type your email to the customer and can only view it in it's entirety after the email is sent other than scrolling through the little box Thumbtack provides. I would caution other potential Thumbtack Pros to consider another source of getting leads than Thumbtack. Thumbtack always takes the side of the customer with the grievance and does not seem to want to hear the Thumbtack Pro's side of the story. Further, their so called innovations in communicating with potential customers quite frankly SUCKS! Instead of thinking outside the box they created a "Tiny Box"...which is where they should put their current CEO [redacted] in!

Initial Business Response /* (1000, 5, 2014/02/21) */
Contact Name and Title: [redacted] CRS
Contact Email: [redacted]@thumbtack.com
Hi [redacted],
I am writing to you in response to your complaint to the Revdex.com against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope I am...

able to clarify our business model. We are not in the business of scamming our users and try our best to provide a great experience for all of our customers. Please note that I've processed your refund request and the funds will post to your credit card account within a few days.
I appreciate your feedback regarding the quoting process on Thumbtack. We currently only provide our service pros with the contact information that the customer is comfortable with sharing; we have implemented this process due to privacy and security reasons. With that being said, some our customers do provide phone numbers in the request and prefer to be contacted by phone. Furthermore, we encourage our pros to utilize our public questions forum in order to acquire the necessary information that is required to submit a quote. Some of our most successful pros recommend this process in order to test the communication from each of their leads. If you'd like more information about how to make a winning quote, please visit the link below:
http://www.thumbtack.com/pros/winning-quotes
I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We 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 mission. We 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 can. I 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,
[redacted] CRS
Final Consumer Response /* (2000, 11, 2014/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue resolved. Thumbtack refunded balance.
Final Business Response /* (4000, 9, 2014/02/27) */
Hi [redacted],
I'm really sorry my previous response appeared to be canned. Nonetheless, I want to assure you that I responded to your Revdex.com complaint based completely on your individual experience.
You mentioned in your response that we did not offer you a rebate or refund - I'd like to clarify that Thumbtack has processed your refund for $75 on February 21, 2014. Please let me know if there are any issues regarding this refund and I'd be happy to look into this further.
I truly appreciate your feedback regarding our business model. I am more than willing to speak with you on the phone if you'd like to further discuss your experience. Please feel free to give us a call at (XXX) XXX-XXXX.
Sincerely,
[redacted] CRS

Initial Business Response /* (1000, 5, 2015/08/19) */
We appreciate you reaching out to us with your concerns. I understand your reservations with a site like ours, it can be scary to give information to sources online. I am happy to explain how we handle your personal information.
It's...

important that professionals and customers feel secure while using our site. We only collect personal information during sign up in order to better understand your needs and give you with the best experience possible. This includes processing payments, and providing customer support.
This information is not sold to any third party or other website. Thumbtack employs technological and procedural security measures to protect the personal information of our professionals and customers. This includes the use of encryption, passwords, and physical security measures to help protect your personal information against unauthorized access and disclosure. You can read our full privacy policy here: https://www.thumbtack.com/privacy.
Thank you for reaching out to us. Please let us know if there's anything else we can do.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thumbtack is a races company. Thumbtack closed my account because I refer another pro with the refer link they link the accounts and gadgets us take a background check it pass the other person did not. I spent over 50,000 with the company and they refuse to reactive my account. The supervisor were very racist towards me and my only question was how did Myou account get link with someone esle.

Initial Business Response /* (1000, 5, 2014/10/02) */
Dear [redacted],
I am writing in response to your Revdex.com complaint against Thumbtack. I appreciate you taking the time to speak with me over the phone so we could resolve your concerns. I am writing to detail our actions below.
It is...

disappointing to hear that you have not found more success with Thumbtack up until now. I understand the importance of the time and effort you have put in to building your profile and quoting on customer requests. Looking over your profile, we have some suggestions that will increase your success as a Thumbtack professional.
One of the most important items that can help you get hired more frequently is getting reviews from past customers. We have found that professionals that have at least four positive reviews are four times more likely to be hired than a professional that does not. As promised, I have sent you the information on how to get those reviews both from Thumbtack customers as well as customers you have worked with outside of Thumbtack.
Updating your profile picture so that the client can become familiar with your face is another important way to increase your success rates. This helps build trust and makes a customer more comfortable hiring you. It is also a good idea to personalize your quotes to the individual customer's request, showing you have taken the time to review their request in detail and are addressing their specific needs.
I am glad we were able to resolve your concerns, and look forward to continuing to work with you. If there is anything further we can help with please let us know.
Sincerely,
[redacted] S.

Initial Business Response /* (1000, 5, 2015/07/14) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com. I can understand your frustration. Not seeing any success after being on our site for 2 years would be very difficult. I appreciate you reaching out...

to us so we could help.
It's very frustrating when you make an effort to reach out to customers but don't hear back. That isn't the kind of experience we want our professionals to have. We want our professionals to be successful. To that end, we have done extensive research into what actions a professional can take to increase their chances of being hired. While we can't guarantee that every quote is going to result in the customer getting back to you, we have been able to create a set of best practices that increase the chances a customer will choose to work with you.
We want all of our professionals to benefit from these best practices. To that end, we created a customer support group that helps professionals understand how to best use and get the most out of their Thumbtack account. We have also created online resources, such as https://www.thumbtack.com/pros/ and online webinars where professionals can research this information themselves.
Having said that, we also understand that no process is perfect so we are always looking for ways to improve. We appreciate when professionals and customers reach out to us with their concerns so we can use those instances to help make our business better.
Thank you for giving me the opportunity to discuss this information over the phone and share some of our best practices with you directly. I hope you will use them, because I think your business stands a great chance of being successful on Thumbtack.
If you have any other questions, please don't hesitate to let me know.
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com

Initial Business Response /* (1000, 5, 2015/10/08) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone yesterday. I am happy that we were able to come to a resolution that you were happy with. I would like to address...

your concerns here as well.
Thumbtack does not sell or give away the information of its professionals or customers nor do we store their credit card information in our system. We sincerely care about the safety and security of our customers and want their information to be protected. You can learn about how our payment system works here: https://support.thumbtack.com/hc/en-us/articles/XXXXXXXXX-Storing-my-credit-card...⇄ /> I thank you again for reaching out to us and encourage all Thumbtack professionals to reach out to us if they have any concerns. We have well trained customer support specialists available that may be reached by phone at XXX-XXX-XXXX or via email at [redacted]@thumbtack.com. They are highly trained and would love to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX

We have been on both ends of Thumbtack. As a small business we thought we would try them for leads. Most of the leads were bogus. When we had to move, we thought we would try Thumbtack for Pool table movers. We got a few responses and chose a company. We made an appointment with the man for a few days later. The day of the appointment the man never showed up. My husband was waiting in an empty home with nothing but a pool table for an hour. He called and left a message. No response, he called again after an hour and said Thanks for standing me up [redacted]. Well about an hour later the guy called my husband screaming over the phone saying he's going to kick my husbands [redacted]. That he was in an accident this morning. My husband responded he could have sent a text or called to tell him that. He said his friend was driving him over right now. Give me your address. Well, this genius had both of our address, the old house and the new one, he was hired to move our pool table. We told him our address is in the email. My husband hung up on him repeatedly and he would not stop calling. Screaming into the phone. I cant believe any company would act like this. He would not stop calling, I took the phone from my husband and told the guy to stop har[redacted]ing us, that I was reporting him, calling the cops, and leaving reviews everywhere. I told him to leave us alone [redacted]. Hung up on him and that was finally the end of that. We found another pool table moving company and after the interaction with that person I'm glad he did not come to our house. You are suppose to trust the people coming into your home. This man was acting crazy. When we told the situation to Thumbtack their response is do you have any of this in text messages, because its your word against his. Really? Well we told them we will not use them anymore to get leads. They should be ashamed of themselves. They do not follow up on anything. They just want to get paid. After our experience they do not check up on their companies. And we do not want to be [redacted]ociated with a company like that. BEWARE. I would never recommend to use this company for any reason.

Initial Business Response /* (1000, 5, 2015/11/18) */
Thank you for reaching out to us through the Revdex.com about your concerns, and for discussing them over the phone as well. I am glad we were able to come to a resolution that you were happy with. I would also like to take the time to address...

your concerns here.
I apologize for your negative experience with our agents. We strive to be as helpful as we can to our professionals. We know that communication and transparency between Thumbtack and professionals is vital, and we are thankful for the feedback on how we can improve moving forward.
I know how discouraging it can be to research a business and find negative reviews online, however it's important to remember there are so many other people who have had amazing experiences as well. We have helped thousands of professionals over the years, and for many we are a truly irreplaceable part of their business. That being said, it's up to each professional to make their own decision on whether or not Thumbtack is a marketing avenue that will work for their company.
We encourage all professionals to reach out to us with concerns or suggestions. It's important to us that professionals are successful on our site, and we're here to help them along the way. Please feel free to contact us if you have any additional questions.

Initial Business Response /* (1000, 6, 2014/02/13) */
Contact Name and Title: [redacted] CRS
Contact Email: [redacted]@thumbtack.com
Hi [redacted],
I am writing to you in response to your complaint to the Revdex.com against Thumbtack. I apologize for the poor experience you had using Thumbtack. I’m...

glad to hear that you were able to speak with one of our phone agents, [redacted], who was able to address your concerns.
I am so sorry for failing to provide you with a great customer service experience. We recently received a heavy spike in customer service requests and were unprepared to handle this volume in an efficient manner. Unfortunately, our support team was unable to respond in a timely fashion; we are rapidly hiring additional email and phone support agents in order to prevent this from happening in the future. We are currently a small company with a big mission, and It’s important to us that we create as many great customer experiences as possible, but sometimes we miss the mark.
I understand how frustrating it must be to have unresponsive customer leads; It’s completely the customer’s decision as to whether or not they would like to respond to each bid. With that being said, we encourage them to respond to every quote. Please note that customer interaction is a top priority and concern at Thumbtack; we are always testing new ways to improve customer communication, as well as limiting the number of spam requests from ‘price shoppers’.
I went ahead and looked at your Thumbtack profile and was impressed with your great reviews and overall professional profile. I would like to suggest adding a few more high quality pictures and videos to your account. After looking at thousands of successful quotes that resulted in a hired job, we noticed that service professionals with high quality pictures and videos were more likely to win. Furthermore, if your company utilizes social media, you may want to consider linking your Facebook and LinkedIn accounts as well.
Lastly, I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We 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 mission. We 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 can. As such, please note that I’ve added some additional, complimentary Thumbtack credits to your account. I 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,
[redacted] Customer Relations Specialist
Final Consumer Response /* (2000, 8, 2014/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)