Thumbtack, Inc.

Initial Business Response /* (1000, 5, 2015/11/25) */
We appreciate you reaching out to us through the Revdex.com with your concernsI attempted to contact you but we weren't able to connect, so I'd like to take this opportunity to address your concerns here
When we make the decision to
remove a service from Thumbtack, it is not made lightlyIt's based on different factors which we take into considerationThumbtack maintains the right to remove any professional from our site if we believe they have violated our terms of use in some way
I understand how frustrating it would be to not be able to know the information that this action was based uponThumbtack needs to be able to maintain a safe and honest marketplace for everyone, which is why we don't make public the kind of things we look for when deleting accounts
If you have any additional questions about this situation, please feel free to reach out to usWe're here to help

Initial Business Response /* (1000, 5, 2015/02/16) */
Dear ***,
We appreciate you reaching out to us about your concerns through the Revdex.comWhen Thumbtack receives a complaint, we take every measure to derive a positive solutionI tried calling you a couple times, but we was unable to
connectI wanted to take the time to respond to your concerns here
At Thumbtack, we strive to provide a great platform for professionals to grow their businessesOur platform helps businesses grow by providing advice that increases hire rates and sending requests from customers who need specific servicesThere are many avenues for professionals to get support from us, such as our phone and email Support Team, as well as our Pro Page, http://www.thumbtack.com/prosOur extensive 9-point verification system helps ensure only real, serious customer requests are being sent to our professionalsJust like any system, ours is not perfect so we are continually improvingWe encourage professionals to reach out to us if they feel they have received a questionable request, that way we can investigate and refund their credits if applicable
We are here to help our professionals in every way we canI would be happy to personally work with you to help increase your higher rateIf you are interested in our help, please give me a call at XXX-XXX-XXXX or send us an email, ***@thumbtack.com I look forward to working with you
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com

Initial Business Response /* (1000, 5, 2014/03/05) */
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 am sorry for the poor experience you had using Thumbtack and hope that
I am able to help answer your questions and concernsI went ahead and evaluated your refund request; Thumbtack is able to offer you a maximum refund of $Please note this is a majority of your spend on our siteThis refund has been processed and will post to your bank account within a few days
I would like to first apologize for failing to provide you with a great customer service experienceOur 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 monthsI am sincerely sorry for the rude responses that you received and will personally look into coaching these agents and the rest of our teamWe are actively hiring and training 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
I looked into your Thumbtack account was able to find your bidding historyI understand your frustration in not hearing back from these customers, however please note that even 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 am more than willing to grant complimentary credits to your account should you like to give us another shotI 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, 7, 2015/06/04) */
Dear ***,
I am reaching out regarding your recent Revdex.com complaint against ThumbtackI want to thank you for bringing your concerns to our attentionThe safety of our customers is extremely important to us, and we were very concerned
by the information you providedI would like to detail the steps we have taken to address your concerns
One of our top priorities is to make sure that Thumbtack is a safe and trusted marketplaceIt is our goal to have the highest quality professionals available for our customersIf a concern regarding a professional's background is raised, we will always investigate to verify if the allegations are trueIf our investigation confirms there are issues, the professional's listing will be removed from Thumbtack
Based on the information we found while investigating your report, the professional in question is no longer listed on our siteAgain, we place great importance on the trust and safety of our customers and marketplace, and we make every effort to ensure that is maintained
Thumbtack is constantly seeking ways to improve our serviceWe recognize that the security of our site and safety of our customers is an area that requires continued innovationWe are currently working on improving our screening process of all professionals currently on Thumbtack, as well as those that will join Thumbtack going forwardWe feel this is necessary as we continue to grow and be that trusted brand when seeking professionals
I appreciate the opportunity to see this matter resolvedThank you helping us make our marketplace saferIf you have any other questions, please contact us anytime, we're always here to help
Simon
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com

On Dec28, I contracted and hired the Junk Magician to come to my house to remove some things from my cellarThey were asked to remove an old refrigerator which was at least fifty years old from my cellar and I asked them to remove some things from my game roomThey told me that they would be there at 3:00PMThey were there around 2:30PMI asked them to take out the refrigerator first because it was very old and it was extremely heavyIt could barely get through the door***, the contractor and his associate maneuvered and successfully angled that big bulky refrigerator out of thereThey were also asked to take an antiquated humidifier awayIt was also very heavyThey moved it out as if it was nothing
They were asked to remove two sofas from my game room, one of the sofas was a heavy sleeper sofa, a solar flex, tables, and many boxes of junkThey removed it all as I askedNot only did they so all the things which I asked of.them, they did it all within an hourThey were exemplary and very skilled while fulfilling my requestI would like to recommend them highly if you have a need to have someone come in to take away any unwanted itemsI can't say enough about their commitment to their customers and their work ethics in their deployment

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear ***,
Whenever a complaint is brought to our attention, we address it with the utmost care and urgencyI appreciate you allowing me to discuss your concerns over the phone the other day; I am glad we were able to come to a
positive resolutionI wanted to take the time to acknowledge your concerns as outlined below
It's understandably frustrating to invest time and money on Thumbtack and not see a return on those effortsWe can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possibleOur dedication to the success of our professionals has led us to build a phone support team as well as support pages on our websiteFor example, https://www.thumbtack.com/pros/how-thumbtack-works#get-hired, has been designed with the specific purpose of helping professionals increase their hire rateThrough research and feedback from our professionals and customers, we have gathered a multitude of tips that we are eager to shareWe have seen Thumbtack do amazing things for business across the country and we strive to help each professional reach that level of success
To achieve our goal of growing professionals businesses, we must connect them with serious, interested customersOur extensive verification system reviews each requests that comes through to help ensure only the best are being sent to our professionalsOur system is not without fault and we understand improvement is constantly neededTherefore, we encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate further and refund credits if applicable
I appreciate you giving me the opportunity to share suggestions that can increase your chances of getting hiredWe want you to do what is best for your business and I am glad that we were able to provide your desired resolutionIf there is anything else we can do to help, please contact us
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
www.thumbtack.com

I believe this business is a ripoff We are a cover band and have been playing for years with good response from other booking sites I get about times as many request for bids from Thumbtack than all the others put togetherThe problem is I have yet to get one reply on a bid, request for more information or a contract In that you have to pay a fee up front to get leads and they deduct different amounts depending on the lead, just does not ring well with us Yesterday, a Tuesday, I got 8, yes 8, leads for a wedding band in the same day I passed on all as my experience in the pass is it is a waste of time and money We are a seasoned group that get many gigs playing and always looking for ways to get moreWhich got us to try Thumbtack Most leads we get have questionable information about them and errors We have received many with the same information or errors in the request Just can't believe so many different people make the same errors or ask the same questionsBesides with other sites we use, about half request more information or response one way or the other Not going so far to say this is a scam but do believe they send out leads just to get you to use up your funds and have to deposit more

Warning: You will receive a lot of requests for the first month, and then nothingVery deceptive

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

Initial Business Response /* (1000, 5, 2014/05/20) */
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'd like to further apologize for trying to contact you via phone to discuss these issues in person; I hope that I am able to address all of your concerns in my responsePlease note that I've gone ahead and refunded your past credit purchases since 3-31-It may take a few business days for these funds to be posted to your account
I would like to first apologize for failing to provide you with a great customer service experienceWe are actively hiring, training, 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 ThumbtackYou are a valued member of our professional community and hope that you will continue to use our services in the future
Thumbtack charges our service professionals to place a quote, instead of only when the service professional is hired because we do not consider ourselves a commission based business modelRather, we see our role as that of making the introduction between our service professionals to a potential customer and then we get out of the way so that the service pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fitWe actually have a hard time tracking precisely what happens after the introduction is made because the service pro and the customer usually move communication to their own email clients or connect via phone (which is fine by us!)
I am sorry that you had a frustrating experience with the questions we ask our customers in the request formWe are currently building out these team and have updated hundreds of these request forms in the past few monthsRemember, it's entirely up to you as to whether or not you'd like to send a quote; there is no obligation to respond to a particular job request (or any job request for that matter) if you feel the lead requires more informationThis includes customer contact information, which is an optional field for the customerFurthermore, you can always utilize our 'Suggested Questions' forum to ask additional questions for free
I'd like to clarify that Thumbtack will refund the credits spent whenever the customer is unable to view your quote within hoursYou mentioned hours in your original complaint, which is incorrect - the quoting window is actually limited to hours in order to provide a great experience for our customersPlease note that your quote is still free if the customer views your message beyond the hour markThumbtack does not guarantee that the customer will view and / or respond to your quote within any period of timeI hope this clears up any confusion surrounding our refund and quoting policies
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, 2014/12/01) */
Dear ***,
We appreciate you taking the time to express your concerns about ThumbtackI hope to be able to resolve your concernsI wanted to speak with you over the phone, since we were unable to connect, I would like to address your
concerns here
Thumbtack takes pride in the integrity we hold as a companyWe strive to help professionals grow their businesses, while making it easier for customers to hire professionals to complete their personal projectsIt does not make sense from a business standpoint to send requests to our professionalsTaking the time to provide professionals guidance to increase the amount of times they are hired is part of our business modelWe take several measures to ensure requests are coming from real, serious customersOur extensive 9-point checking system is set in place to flag suspicious requests, those that have been flagged are then manually checkedOnly requests that pass this verification process will be sent to professionalsFocusing on continual improvements to this process is key since we know that no system is perfectIf a professional feels like they have received a questionable request, we encourage them to contact our Support Team so we can further investigate and refund credits if needed
We certainly do not expect any one professional to be able to respond to all the requests we sendThis is why we give professionals the option to decide which requests they truly are interested in quoting onOnce the quote is sent to the customer, professionals have the option to be notified when the customer has viewed the quote, viewed their profile, sent them a message, or updated the status of the requestYou can easily view all of this information under the particular customer's request in the Quotes tab as well
It is understandably frustrating to not hear back from a customer when you spend your time responding to their requestWe want to know why customers are not responding just as much as you do so we can help eliminate that frustrationTo expand our efforts, we email customers when they receive quotes and ask them if they have any updates on the status of their requestTo give professionals the most insight in regards to a customer's decision, we give customers a variety of options to choose from when making this updateSome of the options we give are "I've hired someone not on Thumbtack", "I've had a change of plans" and "I did not receive quotes I liked" Once they make an update, our system will reflect the reasoning behind a customer's request status changeWe hope this will alleviate the concern behind not hearing back from the customer directly
We give professionals the flexibility to customize their own accounts when it comes to notificationsI am sorry that the amount of emails you received from us was excessiveIf you'd like to change your notifications simply log into your account and click this link: http://www.thumbtack.com/profile/notifications
Receipts are very important when making a purchaseAfter a professional purchases credits, we send them an email with the details of the chargeIf you choose Paypal as your payment option, they will email you a receipt as wellIn addition to that, you can view your past purchases in your credit historyTo view your credit history, log in, and click this link http://www.thumbtack.com/profile/work/credit-log
We are devoted to helping our professionals grow their businessesOur Support Team is happy to talk with our professionals over the phone, through email, or on social media to help in any way we canAdditionally, we have built our Pro Center and Help Pages filled with tips and tricks to increase our professionals' successI personally want to help come to a resolution with you, if you would please give me a call at your earliest convenience
*** B
Thumbtack Support Team
Phone XXX-XXX-XXXX
Email ***@Thumbtack.com
www.thumbtack.com

Initial Business Response /* (1000, 5, 2014/02/21) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Dear *** ***,
I am sorry to hear that you have not found success on ThumbtackWe encourage our customers to respond to each quote they get, even if
he/she doesn't choose a service professional, but this doesn't always happenPlease note that I've processed your refund request which should show up on your credit card account within the next few days
I'd like to apologize for providing you with a poor customer service experienceWe are currently building out our phone operations team and hope to have a fully operational call center in the next few monthsOur company has experienced tremendous growth in the last few months and were not prepared to handle the increase in ticket volume that followedWe currently encourage our customers to email us regarding any questions, however I completely understand your desire to speak with us over the phoneFor future reference, please note that our customer service phone number is XXX-XXX-XXXX
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 noticed that you have only placed five bidsIt can take more than quotes before you land a job, especially in a competitive category, but in almost all cases, the money you make for that job easily pays for your quote investmentPurchasing leads on Thumbtack should be considered an advertising costThink about buying TV commercials or listing on a directory like YelpMany people see that advertisement, but only a couple will likely turn into customersIn terms of customer safety and privacy, we do not share any information that is not willingly provided by the customerWith that being said, we encourage you to communicate with the customer through our messaging platform and eventually take the conversation offline should you be a good match for the jobLastly, if you decide to give us another shot, I recommend adding past client reviews to your account, using the review URL link founded in the 'Edit Profile' section of your profileIt's quick and easy, and we've found that having at least one review on your profile drastically improves your chances of winning the job
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
Best regards,
*** Customer Relations Specialist

I had *** ***, a handyman, to my home yesterdayHe was articulate about the job, found the right solution to my problem with my cabinet hinges, and did everything in a short timeSince then, he has communicated to me, in a timely fashion, and is truly a nice gentlemanThank you for making the introduction!
*** ***
*** ** ***

Thumbtack is a good idea and we've received good leads from it, but I want to report a case where they mishandled me as a client:
While using Thumbtack, there was an ad that stated clearly and simply that I would get a $credit if I referred someone, and they would get a $credit as wellAfter referring two people and buying credits with them, we received only $creditWhen we talked with the customer service rep they were not able to credit us or give us a refund, saying we took too long to buy the credits (it was days later)

Initial Business Response /* (1000, 5, 2014/04/29) */
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 refunded your entire purchase history, which puts your total refund at $These funds will post to your bank account within a few business daysI hope this helps and understand that this compensation does not account for your timeIf you choose to continue using Thumbtack, please note that I've also added a few complimentary Thumbtack credits to your accountThese credits will allow you to quote for free on approximately future job requests
I looked into your Thumbtack account and noticed that you submitted a total of bidsI understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as wellIf 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
Thumbtack is currently focusing to create new features that will improve customer communicationWe understand how concerning it must be to not hear anything back from your customer leads, however please understand that these customers may have hired another pro or are simply not interested in any of the quotes that were submittedWe are currently creating new processes that will provide our service pros with this feedback; we hope that this will educate our contractors to submit higher quality bids as well as understand why they didn't land the jobWe will inform our service pros when these changes have been made and updated
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, 2014/04/22) */
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 concernsPlease note that I've processed your refund request, which brings your total refund to $The funds will post to your bank account within a few business days
The reason you haven't received any leads since April 13th is because our system has detected inactivity on your accountWe noticed that you hadn't submitted a bid since March 12th; therefore, we've set a limit of one customer request per week since we'd like to avoid overwhelming you with emailsAdditionally, our goal is to invite professionals that are active members of the Thumbtack communityPlease let me know if you decide to reactivate your account and I'll make sure to reset this limiter on your account
I understand that you've had a frustrating experience with our 'Suggested 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 suggested questions have not changed since their inceptionThat being said, they have been applied inconsistently by our customer service agents who monitor the questionsWe are currently evaluating these inconsistencies and are working hard to create a question review process that is fair, accurate, and consistent for our service professionalsAt this time, you are not allowed to ask questions that were presented in the request form, regardless if these fields were left blank by the customerPlease note that you are not required to submit a quote at anytime - it's completely your choice as to whether or not you'd like to respond to a particular customer
Furthermore, I'd like to clarify that we are unable to guarantee the consistency of job request volume by categoryWe send you customer leads based on supply and demand, and it appears that there has been a recent spike in job requests for "life coaches", in comparison to the other services that you provideRemember, you're able to adjust your leads at anytime by visiting your leads page and selecting which request categories you'd like to receive
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,
*** ***

Initial Business Response /* (1000, 5, 2015/03/04) */
Dear ***,
We appreciate you reaching out to us through the Revdex.com about your concernsWhen we receive notice of an unsatisfied professional or customer, we do everything we can to resolve the matterIt was wonderful talking with you
on the phone and I am glad we were able to come to a positive resolutionI wanted to take the time to respond here as well with an outline of our conversation
Thumbtack strives to help each professional on our site grow their businessWe built our Pro Page and Support Team to offer tips and tricks to provide professionals with the tools to succeedIn light of constantly improving the experience professionals have on Thumbtack, we now prompt first time professionals to buy a credit package enough for quotes at a 30% discountWe feel that allowing professionals to only buy credits for one quote creates the expectation that they will be hired immediately, which is often not the caseBy requiring new professionals to buy credit packages, we are setting up the right expectations that it may take a couple quotes before getting hiredWe know how discouraging it can be to send a quote and not get hired, this product change helps professionals become more familiar with the quoting process while significantly increasing their success on Thumbtack
As mentioned, this quoting package is a new feature to our siteOur eagerness for the increase success of our professionals when utilizing the quoting packages, left the verbiage on our platform outdatedOur intentions were never to mislead anyone when it came to buying credits, and we truly apologize if this was how you feltWe have now updated our site to reflect the changesWe appreciate you bringing this feedback to our attention, and hope that in the future, if there are any other suggestions you have, you will reach out to us
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
Initial Consumer Rebuttal /* (2000, 7, 2015/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by the company prompty, and the situation was readily corrected

The photographer on this site was a scamShe cancelled an hour before my weddingShe wouldn't answer her phone and texted that she wasn't coming to the weddingYorty designs is a joke

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear ***,
Thank you for bringing your concerns to our attentionI apologize that you had a negative experience with a professional you found on ThumbtackWe have been working with you to achieve your desired resolution over the
phone; hopefully we can still provide an overall positive experience for youAlthough we have been privately communicating, I will also address your concerns here
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 youAnytime 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 togetherSimple misunderstandings are often the main cause of a complaintNormally, once a professional realizes the misunderstanding, they are eager to fix itWe are just as disappointed as you to hear that this professional has not worked to resolve the issueThumbtack expects professionals to provide services that emulate the values we hold of our own companyAfter our investigation we have concluded that this professional's behavior is contrary to Thumbtack's values, in consequence of that we have decided to no longer allow him to remain on our siteWe can not apologize enough for the poor service and experience that this professional provided you and your family
I greatly appreciate you bringing this situation to our attentionThumbtack is dedicated to taking care of our customersTherefore, we will continue to investigate and evaluate other actionable steps we can take to help you in this situationI will personally be in contact with you every step of the way until we reach a resolutionIf there is anything further we can do to relieve the stress this professional has caused, or help in any way, please let me know
Sincerely,
***

Initial Business Response /* (1000, 9, 2015/06/04) */
Hi ***,
Thank you for bringing your concerns to our attentionWe take the quality of our professionals very seriously and investigate any complaint we receive regarding work they have been hired through our site to doWe want
to make sure we have good professionals who are providing great experiences
I appreciate the time you have taken to work with me on this caseI can understand the frustration you are experiencing and how difficult this has beenI am happy to explain why we have handled your complaint the way we have up to this point
Whenever there is a complaint between a customer and a professional, we here at Thumbtack do our best to work with both parties to come to a resolutionIf there are differing stories or the two parties cannot come to an agreement, we will ask for documentation from them both to try and see if that helps determine what the appropriate resolution should beIf the documentation indicates that the professional is at fault and needs to provide a resolution, we will ask them to do soIf they do not, we can choose to no longer list them as a professional on our siteWe expect excellent customer service from ourselves and our professionalsIf the professional isn't providing great customer service, we do not feel comfortable continuing to send them customersIf for some reason there isn't enough evidence to indicate that the professional is responsible, we will still work with both parties to try and reach a resolution
We appreciate our customers and want to do everything we can to ensure they have a good experienceSometimes situations happen outside of our control, like your case, and while we may not be able to directly resolve the problem, we are always willing to help in any way we canOur customer support group is available to answer questions and work with either party to help them try and resolve their issue
We are still happy to work with you in regards to your damaged television and I appreciate you giving us the opportunity to address your concerns with how we handle complaints
If there is anything else we can do to help you, please let me knowI am happy to do whatever I can
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 11, 2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Although when we spoke last time you said that the documentation I provided didn't show enough evidence that *** was at fault, I was still intrigued on what kind of evidence *** submitted to proof to be innocentWas he able to submit pictures of my screen and tell you: "This is how I received this TV"Was he able to describe my TV damage? Because, if he was able to see it out of the box or while mounting and that he tried to help me, I'm sure he will remember how the crack looked likeWhen the incident happened he was so rushed to finish and get out; he barely looked at my screen when I showed himHe packed his belongings so quickly that he forgot some hardware and never came back for itWhen I reached to you I had already try to work with ***, and it was unsuccessfulI understand that "harassing ***", like you mentioned, will not be helpful in this caseHowever, I'm left with a cracked screenOne more question, if the price of my TV was lower, would be handling this case differently? I feel that, since I disclosed the value of my TV there were barriers over barriers to try to fix this problem
Final Business Response /* (4000, 13, 2015/07/03) */
Hello ***,
Thank you for getting back to usI am happy to clarify further
When using Thumbtack, a customer is introduced to professionals who are able to help them with their projectThe customer chooses from those professional the person they feel is going to be the best fit for their needsOnce that happens, Thumbtack is no longer involved in the projectIf a problem arises, it is between the customer and the professional they hiredHowever, if either party decides they would like our assistance, we are very happy to work with both sides to try and help them reach a resolution
We do not have any limitations on when we will try to help our customersRegardless of what the situation, expense, or issue may be, we want to help out as much as we are able to
We are happy to still work with you and if new documentation comes to light that indicates the professional is responsible for your damages, we will certainly reassess the situation
Please let me know if you have any other questions
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com