Thumbtack, Inc.

Initial Business Response /* (1000, 5, 2015/02/11) */
Dear ***,
At Thumbtack we take each complaint with the utmost careWe appreciate you reaching out through the Revdex.com about your concernsI tried reaching out to you by phone, unfortunately we were unable to connectI wanted to take
the time to address your concerns here
Our goal is to help professionals grow their businesses, while helping customers find professionals to hire for their personal projectsThumbtack takes pride in the integrity we hold as a company; it does not make sense from a business standpoint to send requestsSeveral measures are in place to help ensure genuine requestsOur extensive 9-point checking system is one of these features that flags suspicious requests, those that have been flagged are then manually checkedOnly requests that pass *** verification process will be sent to professionalsThe key to creating the best experience for our professionals and customer, is continual improvement 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 applicable
We want to take care of our professionals, and help them create an introduction with a new customerIf a customer does not view your quote within hours, we haven't made that introductionWe will refund you the credits spent on that quote automaticallyIn addition, its unfair to charge a professional credits if a customer cancels their request within hours because they are no longer needing the service or they changed their mindIf a professional notifies us of this type of cancellation we would be happy to refund their creditsTo view the refunds you have received, log into your account and click this link: http://www.thumbtack.com/profile/work/credit-log
We truly want to help you grow your business in any way we canOur Support Team is happy to talk with our professionals over the phone, through email, or on social media to help in any way we canIf there is anything further that we can do to help please reach out to us
Samantha
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail ***@Thumbtack.com
Initial Consumer Rebuttal /* (2000, 7, 2015/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I withdraw my complaint

Initial Business Response /* (1000, 5, 2014/04/03) */
Contact Name and Title: ***, CRS
Contact Email: ***
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 concerns
I'd like to first mention that Thumbtack has followed all Revdex.com instructions and have posted an official response to common complaints against our companyThis response can be viewed on our Revdex.com homepage below:
***
I looked into your Thumbtack account was able to find your bidding historyYou have submitted a total of bids and have heard back from customer, ***, who is interested in hiring you in the future for his Arts & Crafts needsI understand your frustration in not hearing back from the other customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as wellIt is ultimately up to the customer as to whether or not they want to hire you for the job
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 more:
http://***
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://***
Moving forward, we are working on product innovations and operational tasks in order to encourage customers to respond to service professionals, even if they end up choosing a different service professionalFurthermore, we are currently considering a communication system that informs customers that service professionals pay to submit quotes on their job request
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 rightI went ahead and added complimentary Thumbtack credits to your accountPlease let me know if you have any other questions or concerns
Sincerely,
***, CRS

Hello ***,
Thank you for reaching out to us through the *** *** *** about your concerns
We understand that situations like this can be very frustrating for professionals and we do not take them lightlyTrust is a key part of the community on Thumbtack, and it is important to us that trust is maintainedThough we reserve the right to remove any professional from our platform at our discretion, this situation is very unique and our Marketplace Integrity team would love to discuss it with you
One of our Marketplace Integrity team members has recently reached out to you and we encourage you to work with them to sort out this issue if possibleThey are well trained and dedicated to helping our customers and professionals
Please let us know if you have any questions
Sincerely,
***
Thumbtack Support
***
***

Initial Business Response /* (1000, 5, 2014/03/16) */
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 concernsI went ahead and refunded all of your credit purchases, which brings your total refund to $Please note that it may take a few business days for this refund to post to your bank account
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 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 more:
http://www.thumbtack.com/pros/how-thumbtack-works#get-hired
I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories
We are a small company with a big missionWe are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we canI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns
Sincerely,
*** CRS

Initial Business Response /* (1000, 5, 2014/02/12) */
Contact Name and Title: *** CRS
Contact Email: ***@thumbtack.com
Hi ***,
My name is *** and I am writing in response to your Revdex.com complaintI'm sorry to hear that your customer leads haven’t responded to your quote
submissionsWe work really hard to introduce you to interested clients, and encourage our customers to respond to each quoteI went ahead and refunded all of your credit purchases, which puts your total refund at $
I am sorry to hear that your customer leads were mostly unresponsive; It’s completely the customer’s decision as to whether or not they would like to respond to each bidWith that being said, we encourage them to respond to every quoteWe 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 professionalsThumbtack’s customer leads are 100% real and are submitted by real people looking to hire a service professionalOur 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 took a look at your account and was very impressed with your pictures, reviews, and the overall professionalism of your profileAlthough most of your customer leads were unresponsive, I did notice that you were hired by one of our Thumbtack customers last monthMoving forward, I am happy to provide you with some complimentary credits if you decide to continue using ThumbtackI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns
Best regards,
*** Customer Relations Specialist

*** - December received excellent workmanship in fixing front porch (railing and step replacement), back deck (railing replacement); painting shutters and front door and fixing exercise bike I couldn't be happier with the results and I would recommend them in the future for work

Initial Business Response /* (1000, 5, 2015/08/26) */
We appreciate you reaching out to us about your concerns on the Revdex.com; we are here to create a positive experience for all our professionalsI apologize for the poor experience you had using Thumbtack and would like to clarify our business
model
We strive to introduce interested customers to professionals on our siteIn order to maintain a productive marketplace, requests go through a point verification system that includes both manual and automatic steps to verify that the requests are legitimateIf any professional has concerns about a specific request, they can report it to us and we will look into the situation for them
Thumbtack considers itself to be an introduction serviceWhile we estimate the majority of customers who come to Thumbtack hire a professional on our site, there's no way to guarantee every request will turn into a jobWe charge professionals for the quotes they weren't hired on because they were introduced to the customerEven if a customer doesn't hire professionals off the initial quote, they can contact the professional later on for a different job
It matters to us that customer requests turn into real work for our professionalsWe've done research into what customers on Thumbtack look for and what makes a successful professional and compiled it into articles and videos that you can see on our pageWe offer tips and advice on things professionals can do to make the most of our siteWe have many articles with helpful information available, and our customer support team is available to give custom feedback as well
Your success is important to usIf you'd like to give us a call to talk more about your concerns, you can reach us at XXX-XXX-XXXXWe would love to help if you need more information or have any questions
Sincerely,
***

Initial Business Response /* (1000, 5, 2014/03/16) */
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 processed your refund request of $This refund will post to your account within a few business days
Rest assured, I am responding to your Revdex.com complaint based completely on your individual experienceOur company is rapidly growing and we take our customer feedback very seriouslyOur product changes are a reflection of our customers feedback, and we will continue to use this feedback to improve Thumbtack in the futureWe understand that our service isn't perfect at the moment, however we are always striving to improveWe are currently creating new processes to improve our customer communication and other processes that need polishing
I would like to 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 monthsWe are actively hiring and building out our customer support team in order to prevent this from happening in the futureOur goal is to provide a fantastic customer service experience each and every time you contact Thumbtack
I looked into your Thumbtack account was able to find your bidding history (four quotes sent to customers)I 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 more:
http://www.thumbtack.com/pros/how-thumbtack-works#get-hired
Lastly, I'd like 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 for reaching out and providing us with your feedbackWe look forward to improving our services and appreciate your inputPlease do not hesitate to reach out if you have any additional questions or concerns
Best regards,
***, CRS

I hired a tree service guy from ThumbtackThe Thumbtack pro had no expertise and damaged my roof in the processOf course, this pro wouldn't pay for the damageSo I entered into the dispute resolution with ThumbtackAfter long wait, the pro who has been a known scam in my area with multiple victims, claimed that there was no damage given ample pictures and letters from GAF - certified roofer and rather was going to sue me from stealing equipment from himGuess what I get from Thumbtack, “It is also clear that XXX is moving forward in addressing this matter through legal resourcesBecause this is the case, we will be stepping back from this dispute until that process has been completed.” I was also in requesting the Thumbtack 1M guaranteeNow I’m confused if the pro is the only scammer I’m dealing with

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello***,
Thank you for reaching out to us through the Revdex.com about your concernsI would like to address these concerns here
One of the best features of Thumbtack is that each professional can review all
customer requests for free and they can then choose which customers to send quotes toThis gives them complete control over how and when they spend their moneyIf a professional has a dispute or question about payment, we encourage them to reach out to usWe will address the issue right away
We understand that it can be frustrating for professionals when they are not getting hiredEach of our requests goes through a verification process that is both manual and automated, and we've found that 80% of customers come to Thumbtack ready to hireThat being said, we encourage all professionals to report anyting that looks suspicious and we will look into it right awayWe respect our professionals and the money and time they spend with us
We want our professionals to get hired and find successThis is why we have done research and created an online resource called a Pro Center, compete with articles to help our professionals present their business in the best way for successThis Pro Center can be seen here: *** Our customer support is also available by phone at *** and email via [email protected]
We are always willing to help any professional who has concerns or questions
Sincerely,
***
Thumbtack Support
[email protected]
***

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 concernsPlease note that I've processed your refund request, which brings your total refund to $These funds will post to your bank account within a few business days
Many of our customers use Thumbtack because they are able to privately receive quotes for their job requests, without the hassle of being called by five service professionals that are interestedIt's up to you, the service professional, to provide a high quality quote that is attractive to the customer, that entices them to contact you via phone, email, or through the Thumbtack messaging systemWe cannot force the customer to contact you after receiving a bid, however are working hard to provide you with more tools and resources as to why you may not have won a particular job requestFurthermore, we are implementing new strategies to encourage customer responsiveness as well
I understand your frustration in not receiving enough information in the job request form submitted by our customersWe've heard this complaint loud and clear - Thumbtack now offers a FREE 'Suggested Questions' forum for our service pros to ask the customer more information about the requestFor more information about 'Suggested Questions', please visit the following link:
http://www.thumbtack.com/pros/how-to-suggest-a-question
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 continuing to email you customer leads because your account is still activeIf you'd like to stop receiving customer leads altogether, please deactivate your accountThe 'Delete Account' button is available at the bottom of the 'Settings' page on your Thumbtack account
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 /* (2000, 7, 2014/03/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Being new to the area, I had difficulty finding people for various kinds of repairs for my new homeLuckily I found Thumbtack on searching on internetIt really worked out well for all the times I have used the site to look for technicians, handymen, etc
It gave easy access to a number of candidates for the job and lets you get the quote and details upfront
Not sure of other such/better services available online but this one turned out to be pretty goodNo negative feedback so far

Initial Business Response /* (1000, 5, 2014/03/05) */
Hi ***,
I am writing to you in response to your Revdex.com complaint against ThumbtackI am so sorry 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 gone ahead and processed your refund request, which will be posted to your account within a few businessTo clarify, you made two credit purchases, $and $17.99, which brings your total refund to $
I would like to 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 monthsWe are actively hiring and building out our customer support team in order to prevent this from happening in the futureOur goal is to provide a fantastic customer service experience each and every time you contact Thumbtack
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 their customer leads as wellFurthermore, I saw 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 more:
http://www.thumbtack.com/pros/how-thumbtack-works#get-hired
I'd like to address your complaint regarding text message notificationsI looked into your account and noticed that your text message notifications were still turned onPer your request, I've gone ahead and removed these notifications from your accountIf you would like these notifications reactivated at any time, simply login to your Thumbtack profile, select 'Settings' and then 'Edit Notifications'You'll be able to edit the available text and email notification settings in this window
Our customer lead invitations are not correlated to credit purchases in any wayThumbtack sends you leads when your profile has been matched to a particular customer job requestWith that being said, 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 canAs such, I've gone ahead and added a few complimentary credits to your Thumbtack 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,
*** CRS

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your concerns. I would be happy to address your concerns here.
We understand that it is extrememly frustrating when professionals are not...

getting hired. This is not the experience we want our professionals to have. It is true that each customer request goes through a verification process that is both automated and manual. We've also found that 80% of customers come to Thumbtack ready to hire. With that being said, we encourage any professional to report anything that looks suspicious and we will look into it right away.
Because we want our professionals to get hired, we have done a lot of research and have created an online Pro Center full of articles that contain information to help our pros succeed. Our Pro Center can be seen here: https://www.thumbtack.com/pros/. Professionals can also reach us our customer support by phone at XXX-XXX-XXXX or via email at [redacted]@thumbtack.com.
We are always willing to work with professionals and address any concerns or questions they may have. We're here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My funds have been refunded.

Initial Business Response /* (1000, 5, 2015/07/30) */
Hello [redacted],
Thank you for bringing your concerns to our attention. We appreciate the professionals who choose to use our site and we don't take lightly situations that result in removing a business listing off of Thumbtack. I...

understand you aren't happy with how we are handling your case and I appreciate the opportunity to clarify what we do when complaints are brought to our attention.
Whenever a customer makes a complaint against a professional, we investigate those concerns. We reach out to the customer and the professional in order to understand both sides of the story. Our goal is to help the customer and professional work together to come to a resolution. During the course of that investigation it can be necessary to place the professional's Thumbtack account on hold until we complete our investigation and a resolution is reached. At that time, we will reevaluate the professionals standing with us.
We are still investigating your situation and the status of your account is pending that outcome. We would appreciate any new information that you can provide and are happy to review any documentation you send to us.
In regards to your concerns about the credits you purchased, we have refunded all unused credits on all of your accounts. You will see those funds back on the account used to purchase them within 5 - 10 business days.
If there are any other questions or concerns, please feel free to reach out to us.
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have sent Thumbtack the email from our l8cal Revdex.com that the case was closed from the homeowner that started this mess Thumbtack did not review our contract that we had with the owner that she complained to Thumbtack about we did a free service trying to help her with her door. Thumbtack has put our company on a cross and basically crucified us I've never seen a company be so one sided I am very unsatisfied with their response because it's truly not the truth
Final Business Response /* (4000, 9, 2015/08/18) */
Hello [redacted],
I appreciate your response and understand that you are frustrated. I am happy to provide additional clarification.
We appreciate all of the professionals who choose Thumbtack to help grow their business and meet new customers. As a company, we have certain expectations on how those businesses should handle complaints from their customers. While we understand that not everyone may agree with our expectations, it's important to us that we uphold our standards for our customers.
If a business does not meet these expectations, we will end our relationship with that business and no longer allow them to list their services on Thumbtack. We understand that this doesn't mean the business is a bad one, they simply may not be a good fit for our marketplace.
I appreciate that you disagree with how we have handled your case, but I can tell you that we did not reach this outcome quickly and we never make these decisions lightly. While our partnership may be over, I really do wish you the best of luck with your future endeavors.
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Final Consumer Response /* (4200, 11, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We sent letter over from our lawyer showing what was sent by her lawyer and she told us she would remove the complaint with thumbtack for $30,000 yet the person from thumbatack refuses to lawyers saying she has no claim for her complaint and that she is just trying to get money out of us. She has not one contractor that will work for her more than one time.

Not yet and won't soon be a customer. Thumbtack advertises that it's estimates are free, however they are only free if you accept the work of the individual who you want to do your job...Nothing new and different there. Their consumer advertising is false in this regard, and upon seeing the "bidders" notes about their look at the job costs, there's no advantage to this web site, to find competitive contractors, to find honest, open, free job assessments, and know with certainty that a job can actually be done on a specific appliance. I would not use this service, it's a waste of time.

Initial Business Response /* (1000, 5, 2015/05/21) */
Dear [redacted],
We appreciate you reaching out to us through the Revdex.com about your concerns and allowing us an opportunity to address them. I can understand how frustrating it would be to invest time, money and effort into our system and not...

see anything in return.
Here at Thumbtack, our goal is to help professionals grow their businesses by connecting them with new customers. We succeed when our professionals succeed, so we work hard to help our professionals get hired as often as possible. A few of the things we have done include creating a customer support group who are available to work directly with professionals and help them make the most of their Thumbtack account. We also have online resources, such as https://www.thumbtack.com/pros/, that offer helpful tips for professionals to increase their chances of being hired. We now have years of experience that we are eager to share with our professionals in order to help them see more success.
Having said that, no system is perfect and we recognize that we should be improving our processes constantly. We regularly reach out to professionals and customers alike to try and find ways to make their experiences better. All of our efforts are to help professionals get hired by connecting them with the customers who need their services.
The quality of the requests that customers make through our site is very important to us. To help ensure that quality, we have created an extensive verification system that reviews each request. It is certainly not perfect, so we encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate further. We do refund credits if applicable. We also use those instances to make improvements to the verification system.
I did want to address the concerns with the survey you took. As far as I have been able to research, we haven't offered a survey with a watch as a reward. If you could please forward any information you have in regards to that I would be more than willing to investigate further.
I am happy that we were able to provide you with your desired resolution and if there are any other questions that we can address, please let us know.
[redacted]
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail [redacted]@Thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They stated they would return all money spent with there company. This was the Revdex.coms triumph as I was unable reach any agreement with their office. Their response is very colorful but their business is unscrupulous and knows how to cover it up this way. Some of the people I bid on for jobs, I found did not exist.

Initial Business Response /* (1000, 5, 2015/11/16) */
I'm very sorry to hear about your experience with this professional. Things like this don't usually happen on Thumbtack, but when they do we do what we can to make it right. We attempted to reach out to you so we could discuss this...

situation in more detail, but we weren't able to connect with you.
We want to do all we can to protect the trust and safety of our customers and professionals. We have a team of agents specially trained to handle these situations. They'd love to speak with you more about your experience with this pro. It is very important to Thumbtack that the professionals that work through our site are honest and reputable. On the rare occasion there is a problem, we expect them to take care of the customer in a friendly and professional manner.
Thank you for bringing this matter to our attention. We never want this to be the experience you have when using Thumbtack, and we appreciate the opportunity to get this situation taken care of. We hope you will be in contact with us so we can move forward with resolving the issue. We also encourage all professionals to contact us with any questions or concerns. We are always here to help.

Complaint: [redacted]I am rejecting this response because:
Company now admits to living in the dream world as I had already explained basics of the license /regulation in the state I live there is essentially none therefore allows trainers to do anything they basically want along with the other information I have explained to them about even basics of how Personal Training and Athletic Training are different when it comes to uploading credentials on profiles.
Thumbtack still has not made effort in good faith about refunding the token on the quote/request in the first place with regard to the reason for the Revdex.com claim. The customer closed/canceled the request after the time span that is allowed by them to view quotes sent.If they closed/canceled the request I have wasted/used tokens on when the customer had a change of plans or is waiting for a better time. Given those scenarios while my information wont change as far as contact info my availability for the times in the request might change in the future due to scheduling. From my standpoint it is seeming like a lack of business integrity on Thumbtacks part for not refunding not only for me but anyone else that sent a quote on that request. Sincerely,[redacted]

I own a business doing junk removal and hauling. I gave Thumbtack a try since I have notice other business using them. I have been using thumbtack for several months now.
I started paying $84.99 for 60 credits. Recently I went to purchase more credit and the price has changed without notice. It has jump to $103.99 for only 50 credits. 10 credits less for more money.
On their website [redacted]
The price list for junk removal is 2 credits to send out a quote. I notice that several of my quotes were charged 3 credits.
I have notify [email protected] about this and provide all required account information they asked for. I still have not received an answer on why the price has gone up and why my quotes were being charged 3 credits instead one 2.
The support team has only given me the run around with no direct answer. I also e-mailed the founder/CEO of the company about the situation, and no response.
What would this be categorize under? Fraud? Scam? I just want to know why I'm paying more for less credits and why I'm getting charged an additional credit for my quotes.
Thank you.