Thumbtack, Inc.

Initial Business Response /* (1000, 5, 2014/03/07) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Hi ***,
My name is *** and I am writing in response to your Revdex.com complaint against ThumbtackI am so sorry for the poor experience you had using Thumbtack
in the past few yearsAlthough we are a small company and have implemented drastic changes in the past few years, we are always striving to improve our product and customer experienceI went ahead and processed a refund for a majority of the credit purchases on your account, which brings your total refund to $142.62; this refund will post to your bank account within a few business days
First, I'd like to apologize if you had a poor customer experience when contacting ThumbtackYou mentioned that you attempted to contact Thumbtack regarding the low customer response rate, and I am sorry if we did not provide a great customer experience
I'd like to clarify that Thumbtack's job requests are created by actual customers who visit our website and fill out a request formThumbtack does not import these job requests from any outside source, nor are the leads fake or nonexistentSimply put, we would 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 marketplace for local services where we connect 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 found 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 looked into your Thumbtack account was able to find through 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 be able to easily leave you 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 moreIf you'd like further assistance in submitting a quote or building your profile, I am more than happy to discuss further and offer additional suggestions
http://www.thumbtack.com/pros/how-thumbtack-works#get-hired
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 these 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 professionals
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 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, 2015/10/01) */
Thank you for taking the time to reach out to us about your concernsI can understand how frustrating it is not to hear back from customers, especially when you've invested precious time and money
It matters to us that customer
requests turn into real work for our professionals, so each request goes through a step verification system before a professional sees itThe verification process includes automated and manual systems that filter through requests that look questionable, and makes sure that the request has the information that professionals need to determine if they are a good fit for the jobWe know that maintaining our request verification system is crucial to our marketplace, and we want every professional to feel confident sending quotesWe're always willing to take a second look at any request that seems suspicious, and are happy to refund the credits spent if the request goes against our terms of useThere's also never any obligation to respond to the requests we send, so professionals know they're only quoting on jobs that are right for them
In an effort to create the best possible experience for our professionals, we've done extensive research into things they can do to increase their chances of being hiredWe recommend that professionals include a price in their quote, because it's a factor that customers take into consideration when deciding who to hireQuoting $can make customers wary, because they don't know what the average cost of doing business with the company isWe have a tool available so professionals can indicate that they need more information about the job before they quoteThis helps open up communication between the customer and professional, and gives the pro the opportunity to get more information about the project
We offer credits as a courtesy to help businesses test our system outWe offer this courtesy because we are confident that professionals can get work by using our siteAlong with the credits, we give custom feedback on the professional's profile, and coach them on things they can do to get the most out of our siteWe also have other online sources such as webinars, help articles and informational videos available so professionals can research winning strategies themselvesYou can see them here: https://www.thumbtack.com/pros/
We would love to help you take advantage of all the information we have to help you be successfulPlease feel free to contact us if there's anything else we can do

Initial Business Response /* (1000, 5, 2015/09/03) */
Hello ***,
I appreciate you reaching out to usI understand your frustrations and that you aren't happy with how your review concerns have been handledI appreciate the opportunity to clarify how reviews work on
Thumbtack
Reviews are an integral part of any businessThey help demonstrate quality and let customers determine what kind of experience they can expect to have
We are dedicated to maintaining the integrity of our review systemWe want customers to feel comfortable determining what professionals they want to work withIn order to do that, they need to be able to express their opinion on how their transaction went without interference from usIn doing so, they know that when they look at other customer's reviews, they are getting the other customer's experience, not Thumbtack's
There will be times where you get a rating that you disagree withIf that happens, we want you to be able to share your side of the storyOur system allows you to post a response to any review you receiveYour response will be visible to all customers who look at your reviews
To clarify one point of your concern, a customer can contact us and update their reviewWe recognize that just because a review has been posted, doesn't mean the situation is finishedThis is why we recommend reaching out and working with any customer that has concerns, even if a poor review has already been leftIf your customer feels that you have taken care of their concerns, they can update their review to reflect the new situation
If you are having issues working with your customer, our support group is more than happy to work with you both to try and come to a resolution
I know you are unhappy with how your specific case has been handled and we certainly want to help in any way we are ableWe are happy to continue working with you and invite you to contact us directly
***
The Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is a jokeI provided Thumbtack proof the customer was happy and they have now suspended my accountThis company is a lead generator I do not understand how thumbtack can play decision makerThis is a joke I have showed proof and thumbtack needs to activate my account and stop telling me how to run a businessI have proof that these claims and **I have reached out to thumbtack at least times as I stated in my first complaintThey will not resolve any issuesTurn my account back on ASAP and review the documents I sent showing that the customer is happy with the job preformed
Final Business Response /* (4000, 9, 2015/09/30) */
Hello ***,
I understand your frustration with how your case has been handled and that you disagree with the action we have takenWe appreciate all of the professionals who chose to list their businesses on our siteWe also take complaints very seriously and expect all of the businesses who use Thumbtack to be focused on providing good experiences for their customersIf we feel that a business isn't meeting with our expectations, we do take action in order to protect our marketplace
In any situation where there is a complaint between a customer and a business, we are very happy to work with our professionals with the goal of reaching a solution that works for all parties involved
We have attempted to contact you so we can continue working through your situation, but have not been able to connectPlease contact us at your soonest convenience
***
The Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com

Initial Business Response /* (1000, 5, 2014/09/25) */
Dear ***,
I am writing in response to your Revdex.com complaint against ThumbtackI have attempted to contact you several times but have been unsuccessful in connecting with youIt is very disappointing to hear that your complaint was not
resolved by the professional as they had agreedI hope to further address your concerns below in an effort to reach a resolution
Thumbtack takes complaints from customers about professionals very seriouslyAfter receiving a complaint, we make every effort to reach out to both parties to gain a clear understanding of the disputeWe also ask for any documentation available to assist in determining what further action Thumbtack needs to take to ensure the dispute is resolvedIn most cases, the professional is given an opportunity to resolve the complaint with the customer firstWe consider the manner in which professionals handle complaints very important, as it speaks to the quality of service they provideWe expect professionals to handle such complaints in a friendly and courteous manner, and failure to do so prompts a review of their account status with Thumbtack, as we only want quality-service professionals on our website
In your situation, this appears not to be the caseBased on the communication we originally received from the professional, we encouraged them to resolve the dispute with you directlyBecause the professional has not attempted to resolve this dispute, Thumbtack is prepared to take further action to see this resolved to your satisfactionWe would like to speak with you to discuss available options to resolve your complaint
Thumbtack cares very much about our the satisfaction of our customersWe would appreciate the opportunity to resolve this situation with you as soon as possiblePlease contact me and we will gladly work to find a satisfactory resolution for you
Sincerely,
*** **
Thumbtack Support Team
Thumbtack.com
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please call me to resolve on XXX XXX XXXX
Final Business Response /* (4000, 9, 2014/10/13) */
Dear ***,
I am following up regarding your Revdex.com complaint with ThumbtackAs you requested I have attempted to call several times to discuss and resolve your complaintUnfortunately, I have not been able to make contact with you
We would like to resolve your concerns as soon as possiblePlease call me at the number below at your earliest convenienceI look forward to speaking with you to discuss your concerns
Sincerely,
*** **
Thumbtack Support Team
Thumbtack.com
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
Final Consumer Response /* (4200, 11, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi - please contact me on XXX XXX XXXX to resolvethanks

Initial Business Response /* (1000, 5, 2014/05/09) */
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 we've processed your refund request for your purchases in the last two years; this refund will post to your bank account within a few business days
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 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
In regards to customers posting job requests in the middle of the night, please note that we syndicate every request before inviting you submit a quoteThere is usually a delay in approving these requests, which is why you've received late night job invitationsRemember, you have hours to submit a quote and we implemented this process in order to ensure each request is valid
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 professionals do not hear back from some of their customer leads as wellFurthermore, I noticed that you do not have any reviews on your profileProfessionals 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
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 canIt is ultimately the professional's responsibility to win their business after Thumbtack provides the initial introductionI 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 Consumer Rebuttal /* (2000, 7, 2014/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the speedy processing of my requestI've got the response from Thumbtack promising to refund the money I spend on the leadsI think that it is the least they can doThey can not compensate the time spent choosing images from my portfolio and communicating with potential customer, answering their questions, etcBut I am satisfied with the resolution of my issueThank you very much
Sincerely,
*** ***

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

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

I found Thumbtack while searching for a obedience dog trainer in my areaI answered the questions they ask with the provided drop down boxesI received an email stating that they had received my request and that it was being processedAfter about hours I received another email stating that my request was in violation of their rules and regulationsI thought this was odd as they provided the answer I just choose what was closest to what I was looking for Now remember I was looking for a dog trainer so that my dogs could learn good manners, not looking for a drug dealerI responded to the customer service rep that sent the email asking what the violation wasI was then informed that my request was cancelled because of my first name (***)Sorry but that is the name my mother gave me at birth, named after my great grand fatherI requested that a management level employee respond back to me to resolve this issueI have since had three or four online service reps respond back to me with the same spew about they need me to state that "***" is my real nameNever once has even a front line supervisor respondedIf they can not even resolve an issue to gain a customer, how could they ever be expected to resolve an issue to keep a customer

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 ThumbtackI went
ahead and processed the refunds for all of your credit purchases; this refund will post to your credit card account within a few business days
I apologize that our service professional profiles do not adequately let you explain your business type; we truly appreciate your feedback and would love to hear any suggestions that would help improve our product
I'd like to clarify that we are connecting you to our customers when you pay for a quote, however we only provide you with the contact information that they are willing to shareThis process is due to privacy and security reasons in order to protect our customersWhen a customer is interested in your quote, we encourage both parties to take the conversation offline and speak with them over the phone or in-person
I am sorry to hear that none of your customers have been responsive to your quotesI looked into your account and noticed that you have been asking the right questions and appreciate the effort in trying different quoting modelsI've gone ahead and added a few complimentary Thumbtack credits to your account, and encourage you to try different methods in order to see what works best for youIn case you didn't know, we have an entire page dedicated to helping our service professionals win jobs, located here:
http://www.thumbtack.com/pros/winning-quotes
One thing that is important to remember is that we don't guarantee service pros that they'll win the jobWe see our role as that of making the introduction 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 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, 2014/02/12) */
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 ThumbtackI went
ahead and processed the refund for your background check purchase; this refund of $will post to your account within a few business days
I apologize for any miscommunication when you signed up as a service professional on ThumbtackI noticed that you did not submit any bids as a service professional on Thumbtack and would like to clarify our business modelThumbtack differs from some of our competitors in that our customers are able to submit job requests for free, however we charge our service professionals to quote on these leadsIn order to submit a quote, a Thumbtack service professional must purchase ‘credits’, which are then spent when sending a quote to the customerWith that being said, we offer our service professionals the chance to communicate for free through our Public Questions forumThis tool is completely free and allows our pros to ask questions before submitting a paid quoteFor more information on Public Questions, please visit the following link: http://www.thumbtack.com/public-questions/about
Thank you for signing up and providing such valuable feedback about your experienceIf you decide to use our services, please note that I am more than willing to add a few complimentary Thumbtack credits to your accountI 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,
*** Customer Relations Specialist

Initial Business Response /* (1000, 5, 2015/04/03) */
Dear ***,
I appreciate you taking the time to bring your concerns to our attentionWe have reached out to you, via phone, in hopes to connect but have not been successfulI want to take the time to address your concerns here
At
Thumbtack we are passionate *** our customers, therefore we treat complaints very seriouslyOur mission is to help customers find professionals in their area to help them complete their personal projectsWe invite professionals to display their qualifications and experience on their Thumbtack profile in order to help customers better compareWe 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 togetherThumbtack truly cares about our customersPlease give us a call as soon as possible, X-XXX-XXX-XXXX, so we can work with you to come to a positive resolution
***
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com

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 concernsPlease note that I've gone ahead and processed your refund request, which brings your total refund to $
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
I apologize that two of your customers canceled at the last minuteWe strive to provide you with high quality introductions, however it is ultimately up to the customer as to whether or not they'd like to hire you for the job
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, 2014/11/12) */
Hi ***,
Thank you for calling me back yesterday, I apologize that we missed each otherI was told you would prefer to communicate via email regarding your concerns that you voiced through the Revdex.comI apologize if your experience
with Thumbtack has not been positiveI hope to address your concerns below
We are not in the business of scamming our professionalsNot only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective eitherThumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possibleWe can only grow if we are connecting real, serious customers with real, quality service prosWe spend considerable time and effort on a request verification process to flag suspicious requests, and we then manually check those that have been flagged as suspiciousOnly requests that clear these processes are forwarded to our professionalsOf course, no system is perfect, and we constantly work to improve the process
We see our role as that of making the introduction to a potential customer, and then we get out of the way so that the pro, who is best equipped to sell the customer on their service, can tackle the lead however they see fitAfter you make your initial quote to customers, we highly encourage our professionals to continue communicating with the customer through the Thumbtack messaging systemYou can, and should, absolutely follow up with themI haven't seen any of that from your account and it's very helpfulThe 'pay to quote' model doesn't suit everyonePurchasing leads on Thumbtack should be considered an advertising cost, similar to buying TV commercials or listing on a directory like YelpMany people see those advertisements, but only a couple will likely turn into customersIt can take a number of times before you land a job, especially in a competitive category, but in almost all cases, the money you make from that job easily pays for your quote investmentWhen I looked at the market you are in, it's a rough onePersonal Trainers for that area is pretty saturatedThe one thing that stood out to me most is that you open your quote with mentioning that you rarely miss an appointmentI would open with your credentials and why you are passionate about physical trainingYou mention it later in your quoting verbiage, but I'd put it first to get the customer excitedAlso, closing your quote with an open ended question like "When this week would be best for us to get together to get started?" leave the customer with the expectation that they need to respond, which inherently gives you another opportunity to sell them on your services
I recognize that it can be frustrating when you don't hear back from customersWe do everything we can to encourage our customers to hire a pro on ThumbtackUnfortunately, sometimes customers are less responsive than we'd like them to beKeep in mind that the customer may have chosen another professional to help them with their project, or they may have decided to go another directionRegardless, we always encourage customers to respond as quickly as possibleI do show that your profile shows you have been hired times
After reviewing your account, I have refunded the last two credit purchases of $
I appreciate you reaching out to clarify your concernsThumbtack is dedicated to becoming THE online marketplace for local servicesYour feedback, along with all feedback from other Thumbtack professionals and customers, helps us improveIf you have any further questions or concerns, please feel free to let me know
Sincerely,
***
Thumbtack Support Team
Phone XXX-XXX-XXXX
Email ***@Thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***
Thank you for contacting me back and thank you for both of the refunds to my account but I believe I deserve a third refund of $I find that although your ideas of advertising are interesting but yet the fact that people are always on a budget in this industry and my price I can guarantee is the lowest of 90% of all trainers also sending out + quotes out and receiving numerous leads within a second response time from my end to find out they already have quotes send and I am unable to send the quote is unacceptable on Thumbtacks part, especially for a business that has been around since I believe I deserve a third refund to reach half the amount I have spent
Final Business Response /* (4000, 9, 2014/11/18) */
Hi ***,
I can understand being frustrated because a customer has already received quotesWe only allow up to quotes because we want to make sure you are introduced to new customers in a meaningful wayReceiving more than quotes can be quite overwhelming to a customer and could mean that your quote doesn't get the time and attention that it deserves
Because customers are receiving five quotes it is important to make sure that your grammar and wording of that quote is impactful, as we discussed previouslyAlso, following up on the introduction is very importantYou paid for that introduction, you are entitled to communicate with that customer to sell them on why you are the trainer they should hireThis appears the have been a missed opportunity historically
Regrettably, I will not be refunding another $charge to your accountI am happy to add credits to your account should you like to try again utilizing the suggestions offered
Thank you,
***
Thumbtack Support Team
Phone XXX-XXX-XXXX
Email ***@Thumbtack.com
www.thumbtack.com

Initial Business Response /* (1000, 5, 2015/01/23) */
Dear ***,
I am writing in response to your Revdex.com complaint against ThumbtackIt is very disappointing to hear about the experience you had with a professional you found through our serviceI appreciate you speaking with me over the
phone so we can work on getting this matter resolved
It is very important to Thumbtack that the professionals that work through our site are honest and reputableOn the rare occasion there is a problem, we expect them to take care of the customer in a friendly and professional mannerClearly, that has not happened in this case, and we want to make sure the issue is addressed properlyBased on our investigations, the professionals account with Thumbtack has been permanently disabledWe will not allow a professional to keep working through Thumbtack when issues like this go unresolved
At this time, the documentation you have provided us will be reviewed to see what further actions Thumbtack can take to resolve the issue with the professionalWe truly care about our customers, and want to do all we can to see this matter resolvedWe will continue to stay in contact with you throughout this process
We appreciate you bringing this matter to our attentionWe never want this to be the experience you have when using Thumbtack, and we appreciate you allowing us the opportunity to help get this situation taken care ofWe will be contacting you directly as we move forward with getting this matter resolved
Sincerely,
*** S
Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/10) */
Hello ***,
I appreciate you bringing your concerns to our attentionWe value the professionals who list their businesses with us and we do not take lightly cases where we part ways with a business
In regards to your requested
refund, because your account has been closed and you cannot use the credits you purchased, we have attempted to contact you multiple times to arrange a refund of your remaining balanceWe do need some additional information in order to proceedI invite you to contact our customer service group at XXX-XXX-XXXX to make those arrangements
I understand your frustration with having your business listing removed from our site due to your backgroundAs part of our ongoing efforts to improve trust and safety on Thumbtack, we have updated our professional verification process to include required background checks for some professionalsProfessionals are selected for mandatory background checks for various reasons including random selection, profile incompleteness and other information surfaced to Thumbtack
We are doing this because we want the professionals on our site to be trusted and safeTo accomplish this we have set a standard which we apply to all professionals who are listed with usAny time concerns about a potential criminal history are brought to our attention or discovered by us, we will investigate to determine if that business meets our requirements to continue listing their services on ThumbtackIn any instance where they do not, we will remove said listing
We understand the impact this decision may have on your businessPlease understand that this is not a personal decisionWe have established a benchmark for all professionals that we allow to list their services with us and we must be consistent in maintaining those standards
Please contact us at your soonest convenience so we can move forward with returning the unused credits on your account
***
The Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 12, 2015/10/19) */
They have been clearly notified of my email address to refund my money back into my account and 10/9/15, I still haven't received my refund
Final Business Response /* (4000, 15, 2015/10/23) */
Hello ***,
Thank you for reaching out to usI have looked into your account and though it did take several days to process, your refund as agreed upon was submitted and should be complete
Please let us know if you have any questions or concerns
Sincerely,
***
Thumbtack Support
***@Thumbtack.com
XXX-XXX-XXXX
Final Consumer Response /* (4200, 17, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Several days", NO, it took several emails, a complaint through the Revdex.com, several more emails, and over a period of months to return my funds to meThey should be investigated for fraudulent practices since they took my money in, deleted my account and had to be pushed, pulled, and persuaded by email and the intervention of a government agency and even more emails and persuasion just to return my fundsHow many more people did they do this to and how many others haven't had their funds returned

Oct 22, - Thumbtack's referral of Done Wright Technology was a joke He was nice enough but he didn't know anymore about our computers than I did and was not able to resolve issue of being able to load windows He charged us a trip charge1st time we have used Thumbtack and likely last as we expected to have someone that knew what they were doing and could fix issueWe run a business and really don't have time for that type of poor service If this is the type of people they refer won't use them again

Initial Business Response /* (1000, 5, 2014/03/27) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Hi ***,
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 have processed your refund request, which brings your total refund to $These funds will post to your bank account within a few business daysPer your request, I've also gone ahead and deleted your account, which will remove your name, and your phone number from our texting list
First, I'd like to apologize for failing to provide you with a great customer service experienceJust to let you know, our email address is ***@thumbtack.com and our phone number is XXX-XXX-XXXX
I looked into your Thumbtack account and noticed that you submitted a total of bidsPlease note that we have a very high volume of leads submitted by customers which is why you were able to receive customer leads so quicklyI 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 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
I apologize that we did educate you on our pricing structure until you joined as a memberWe try our best to be as transparent as possible and strive to educate our service professionals on the value of our serviceWe refund any quote that is not viewed by the customer within hoursCustomers cannot directly view a quote within their email - each email notification requires them to physically login to their Thumbtack account and displays your quote front and centerI am sorry that you do not agree with our business practices, however please note that you are under no obligation to quote on any job request that is sent to your accountWe appreciate your feedback and are working hard to create a model that works for everyone involved
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, 2014/03/23) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Hi ***,
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 have refunded all of your Thumbtack credit purchases - these funds will post to your account in a few business days
I understand your frustration in not receiving any contact information when the customer selects you as "hired"Please note that it is entirely up to the customer as to whether or not they would like to provide you with their contact information - this is completely out of our handsI encourage you to follow up with these customers since contact information is normally shared within the Thumbtack messenger
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 double checked your account and verified that your account has been deletedPlease let us know if you continue to receive email notifications - I am more than happy to investigate this issue since it sounds like a technical error on our end
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 Consumer Rebuttal /* (3000, 7, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received only a partial refund, there is still not a contact number for the company on the website for anyone who has other issues to get in touch with the companyIf they are going to have this business there needs to be a way for people to contact themI had emailed them several times to resolve the issueI could have stopped it had there been a phone number provided and I would have not had to go thru the Revdex.comStill receiving emails and quote requests as of yesterday
Final Business Response /* (4000, 9, 2014/03/31) */
Hi ***,
I apologize for the on-going issues with your accountOur phone number is XXX-XXX-XXXXPlease contact us at anytime and we'd be happy to address your questions and concerns
I double checked and verified that your account, associated with email address in your Revdex.com complaint, has been deletedThe last email we sent you was on March 23rd regarding a photography job requestIf you own any other Thumbtack accounts with a different email address, please let us know and we'll immediately delete the accountPlease note that you can delete the account by simply logging into your profile, clicking 'Settings', and selecting the "Delete Profile" button at the bottom of the page
Lastly, I verified that your credit purchases has been refunded in their entirety, which includes your credit purchases of $and $We'd be happy to refund any credit purchases you have on another account as well
If you have any further issues with your account, please do not hesitate to contact us by phone, at XXX-XXX-XXXX We'd be more than happy to assist you
Best regards,
***

THUMBTACK is a bid for services website I have used them for quite sometime and has a considerable belief that not all job requests are legitimate Several job requests like head shots are attached to budgets that are far from industry standard Today I saw a posting for headshots with a $1,budget This is far from pricing for headshots
Recently I have experienced absolutely no contact on bids, as well as bids are not followed up on by customers posting jobs Rarely are the job status page ever updated to indicate a particular provider was hired
THUMBTACK is paid via costly bids from providers and it has been indicated that THUMBTACK does not properly vet their job requesters
There is no possible way to confirm if any job requests that appear on THUMBTACK are from people that actually exist
I have over years experience in my industry with an extremely strong portfolio and have the experience that would accurately predict the percentage of responses to job requests
It has been rumored in the industry that Thumbtack's job requests are frequently bogus

Initial Business Response /* (1000, 5, 2014/08/19) */
Dear ***,
I am writing in response to your Revdex.com complaint with ThumbtackI appreciate the opportunity you've given us to resolve to your situationI know that we have already resolved your concerns over the phoneHowever, to ensure
that we addressed each of your concerns, I will respond to them below
First and foremost, I apologize for the negative experience you initially had using ThumbtackWe are obsessed about the satisfaction of our customers, and we failed to meet that goal in your initial contact with our support teamMany of our customers, like yourself, spend considerable time preparing to complete a personal projectWe love helping our customers find professionals who can complete those projectsThumbtack's role is to introduce customers to professionals; we do not vet or endorse any particular professional on our siteWe believe that the customer knows their needs best and is, therefore, the best individual to decide which professional is right for their projectTo help customers make that decision, we invite professionals to display their qualifications and experience on their Thumbtack profile
That said, we take complaints from customers about professionals very seriouslyIntroducing customers to quality professionals is our goalIf a dispute between a customer and professional on Thumbtack arises, we reach out to both parties to investigate the situation, and encourage both parties to communicate in order to reach a resolution togetherI apologize for the poor experience you had with TRC Construction and the hassle you experiencedI am, however, very glad that we were able to find a resolution to your situation, and that your home project will now be completed
I appreciate you contacting me so that we could resolve your concerns and, most importantly, help you in the process of completing your home improvement projectPlease do not hesitate to contact us directly if you have any other questions or concerns
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thumbtack has stayed in contact with me to resolve this situationThumbtack will also return monies paid to TRC constructionI am very satisfied