Thumbtack, Inc.

I just want to say that [redacted] and [redacted] did a really good job helping me move my couch out of storage. They were both really nice and helpful. They did an awesome job.

Initial Business Response /* (1000, 5, 2015/02/27) */
Dear [redacted],
I am writing in response to your recent Revdex.com complaint against Thumbtack. Thumbtack takes pride in providing care and attention to all of our customers and professionals. We appreciate you reaching out to us about your...

concerns. I want to take the time to address your concerns, as outlined below.
Here at Thumbtack, we hold the standards of our customer service in high regard. We strive not only to be the best service in our industry, but also provide the best customer service in the industry. We obsess over our customers and their experience when they contact us for help. We strive to provide helpful information to address customers' questions or concerns. We value transparency and we openly acknowledge areas of improvement.
Thumbtack aspires to create a positive experience for those who reach out to our support team; we apologize if your recent experience did not meet those aspirations. While we may not always be able to provide the solution a customer is requesting, we should always work towards the best resolution for all parties involved. Since growth and improvement are two things we seek as a company, we welcome your feedback.
We strive to keep the same value of transparency we previously described in the review system on Thumbtack. It is important to us as we grow as a company to establish ourselves as someone that can be trusted. We feel that an open and fair review system is key to building that trust. Customers, who are introduced to a professional on Thumbtack, are able to leave reviews to provide feedback about their experiences with that professional.
The feedback from those customers can help advocate and grow the professional's business on Thumbtack. Customers rely heavily on reviews when they are considering whom to hire. We feel an open review system is important to allow customers the opportunity to build trust in the marketplace. This is why it is our policy not to remove reviews so long as the customer and professional have done business together. To do otherwise would compromise the integrity of our review system.
We recognize that there are two sides to every story, which is why professionals have the opportunity to respond to any review they receive. We have found that a well-written, professional response to a negative review can have just as much of a positive impact on a professional's reputation as a positive review. Most people recognize that not every interaction is going to go perfectly. Seeing how a professional responds to a difficult situation speaks highly of their professionalism. If a professional is having a difficult time crafting a response to a review, we are more than happy to help by offering suggestions. Our goal is to help each professional find the greatest success they can on our site.
Here at Thumbtack, we do not attempt to be the judges of which reviews are true or not. Many times reviews can be subjective and based on a customer's feelings about his or her experience. We do not believe that it is fair to tell a customer how they are allowed to feel about a situation. Reviews are also a space where customers are able to freely share their feedback, within reason. In this particular case, the review did not have any material that would violate our Terms of Use, which is why we have not removed the review. While the customer's feedback was lengthy, it focused on their experience.
It is not our intention to take sides by so doing, it simply means we did not find anything in the review that would warrant removal. We suggest writing a professional response to the review, and would be glad to offer suggestions to aid in doing so, if you are interested.
We understand the importance of protecting the integrity and reputation of your name, and we must do the same for our business by upholding our review policy. However, it is understandably frustrating to receive a negative review. We want to be as helpful as possible while maintaining the integrity of our review system. Though we have made the decision not to remove the review, we absolutely want to provide as much assistance as we can to find a beneficial resolution to all involved. If you feel that pursuing legal action to have the review removed is the best course of action, we understand and are glad to provide any information we can that may be of help. If a court of law does find the review to be false or slanderous and orders the review to be removed, we will gladly comply once we have the documentation to do so.
We have found the best option to be that we allow reviews to be updated or changed by customers, which often happens when a customer feels his or her complaint has been resolved by a professional. We have found that when a professional reaches out to the customer to discuss the complaint, and works to find a positive resolution, customers often willingly remove or update a negative review. Reaching out to the customer to resolve such complaints in a friendly, professional way is a great way to ensure the continued success of your business, which is Thumbtack's goal as well.
We have attempted to reach out to you, but have not been successful in connecting with your company. We would like to discuss this situation further with you at your earliest convenience. We hope to hear from you soon so we can work toward a positive resolution to this matter.
[redacted]
Thumbtack Support Team
Phone X-XXX-XXX-XXXX
E-mail [redacted]@Thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you to [redacted] for taking the time to address our concerns; unfortunately we find the response to be unsatisfactory and furthermore an advocate for our cause.
The response to our complaint begins with a macro, automated and generic paragraphs, sent to virtually every customer that reaches out. How could this be personal? This is quiet contradicting to your initial statement that, "Thumbtack takes pride in providing care and attention to all of our customers and professionals." Such great care that you send the same macros to everyone? Is that really necessary in an already sensitive circumstance? Very attentive and caring.
Furthermore, Thumbtack states and emphasizes that they are someone one can trust; yet if a customer leaves a false review, Thumbtack prefers to "stay out of the equation." This has been confirmed by their head of customer service, and multiple staff. Although they state, "It is important to us as we grow as a company to establish ourselves as someone that can be trusted. We feel that an open and fair review system is key to building that trust." They do not disclose that a 'fair review system' means they will take the side of the review, at the expense of the professional. No matter what.
Thumbtack prides itself that they, "obsess over our customers and their experience," but this is clearly not true. From the initial email to support, to the multiple phone calls, and now a Revdex.com complaint - they devalue the professionals and value the costumer/consumers. They want revenue from that angel, not us professionals whose life depend on these words/reviews.
We have yet to be offered a resolution or to be provided the best customer service in the industry. Instead we keep getting the same route responses, as if a script is being read. Every time you speak with a different Thumbtack agent, you hear each contradicting themselves and their team members. How is it that no one is on the same page? Aren't there only one set of rules? How is it that we are being told contradicting information, and different services are being outlined and performed.
Thumbtack has a Terms of Use, but if you try to reference it, Thumbtack will simply say "we do not need to follow it strictly." How trusting is that? A company who does not even follow their Terms of Service? A legal document. Then why is it posted and drafted? For legality. When we asked the manager of why they were not following their Terms of Service, he honestly stated that they "did not need to strictly follow their policies; this is a loose outline of procedures." [redacted] states that the review does not violate Thumbtack's policies, yet we are happy to outline multiple violations. This review violates the Terms of Use on the basis of being "excessive in length," and having, "false, libelous, slanderous, and defamatory" information. We have shown this to multiple agents and this can be publicly viewed for all. This review is extremely length in nature, contains numerous false statements/accusations, and is slanderous and defamatory in nature. This review was posted as a form of black mail and we have shown this to Thumbtack on multiple occasions.
Despite the clear examples and voluntary burden of proof, Thumbtack refuses to remove the false rant. Even though there are clear violations of their Terms of Use, their agents insist and pride themselves on leaving an 'open community.' And what happens if someone crazy leaves a fabricated experience? Good luck removing it! Thumbtack will not remove ANY review. NO MATTER WHAT. Only if one uses profanity. What kind of a trust could be built on this premise? No professional could trust anyone like this; it is trusting blindly. This experience has shown us that Thumbtack is on the side of the random customer and not the returning professional. They are worse than Yelp in that respect.
Thumbtack states that they will remove a review based on false information. In one of our reviews, the customer contradicts themselves the entire time. Making bogus accusations and clearly lying in his path. Multiple agents have confirmed this. Yet the review remains. Truth is, Thumbtack will not remove a review based on false information. This false policy/promise and many others are the backbone of Thumbtack. They have a pretty, legal document that has no meaning in actuality. Every time we went over the Terms of Use and the violations, we were met with a smart come back, a loophole, or a way to bring it back to a 'No.'
We reached out to Thumbtack in hopes of finding a new, stable relationship. Instead, we feel taken advantage of. All the money we have spent on quotes, time spent on this, and this is how we get treated in the end.
Customer's feedback is instrumental in our growth and development. We value all experiences, good and bad. Your worst customer is your best source of knowledge. With that being said, we've always had both positive and negative reviews. What we can not condone, are false reviews. This has been the root of the issue. Thumbtack standing by a false rant, versus looking further into the situation and examining all sides.
Customers should beware that Thumbtack does not follows their Terms of Use; in fact, it is a loose framework of false hope. This is evident in every conversation or communication exchange. They will blatantly admit this. And if the customer is lying? They advise you to go to court. Instead of doing due diligence, the professional is sent to do more work, pay fees, and be further inconvenienced by a deceitful personal. Does this sound fair or just?
Before reaching out to Thumbtack, we tried to resolve the matter on our own. From repeated outreach, to multiple calls and discounts, this customer was growing out of control. After repeated refunds, we grew out of resources. This customer still wanted more money and now began threatening to go to social media if we did not budge for more refunds. When we finally stood our ground and tried to be fair, this customer threatened us with black mail. This is when and ONLY why we reached out to Thumbtack. When things became unfair and illegal. Yet we are still being treated like the robber. Yet we have clearly been robbed.
The word Integrity is used repeatedly in this response, yet that is not indicative of the character at Thumbtack. There is nothing morally acceptable about what has transpired here. Thumbtack is allowing a false review. This is not honest, nor moral okay. In addition, integrity refers to being whole and undivided, yet clearly - Thumbtack is not whole, but divided. If they were whole and undivided, they would find a resolution that would benefit ALL parties, not leave one in distress and frustration. It's been weeks now, if not months since this issue has occurred, yet Thumbtack claims to "obsess" over their customer. Which part is being obsessed over in our case? Nothing is made urgent, nor expedited in any manner.
When we last spoke with an agent, he confirmed all of our thoughts and had absolutely nothing to say in return. Thumbtack states that they provide great customer service and obsess over their customers, but how have they helped us? Maid us happy or satisfied? Made us feel like they took care of our issue/concerns?
We were told that Thumbtack can attempt to contact the customer. So if they can not get a hold of him, how does that help me? How have they resolved our issue? How has thumbtack taken care of us? Other then allow criminals (they have no filter on people) to write false, illegal, defamatory comments about our business.
Thumbtack has allowed a stranger to slander our business; and thus has physically and emotionally caused me a lot of pain and suffering.
This is far from resolved and I am not hopeful at all. I hope people see this and are aware. I bet most of their reviews are 'revolved' because people miss the correspondence from Revdex.com or neglect the deadline. I highly doubt any or most of these issues were truly resolved.
Final Business Response /* (4000, 9, 2015/04/02) */
Dear [redacted],
Thank you for reaching back out to us so we can continue working to resolve this matter. Clearly, this is very important for you and your business; we want to give the proper time and attention in helping to see this resolved. I want to assure you that your concerns are important to us as well. We are committed to continuing to work toward finding a resolution.
We last spoke on March 16th to further address your concerns. In that conversation, you raised several points that you requested we address with the customer. We have since spoken to the customer regarding those points, and they agreed to make some edits to the review that they felt were fair. We have reached out to update you on those changes, unfortunately, we have not been able to connect as of yet. We will continue to reach out to you so we can discuss those changes with you directly.
We would like to address your concerns regarding our terms of use and how it is applied as far as reviews are concerned. We have made it a point to not edit or remove reviews from customers in order to uphold the integrity of the review system. However we do reserve the right to edit or remove reviews in extreme circumstances. If we find inappropriate content in a review, we will do our best to edit the offending material while preserving the main body of the review. We do not attempt to be the judges of which reviews are true or not. We recognize that customer's thoughts about an experience may differ from those of the professional, but neither opinions are unfair to express.
In order to establish an unbiased view, we offer professionals the ability to write a response to all customer reviews. This helps ensure professionals have an equal opportunity to be heard, as well as to showcase their pursuits to resolve the customer's concerns. We have recently made improvements that allow professionals to edit their responses in an attempt to make it easier to manage those responses. We have found that when professionals reach out to a dissatisfied customer, they are often able to resolve the issue at hand. We want our professionals to be able to display the quality service they provide, even when it has not been an ideal situation. Having a chance to update their original response allows them to display the results of their efforts to resolve the customers complaint.
Our goal is to provide the best experience possible when using Thumbtack. On occasion the need arises to investigate certain complaints in order to ensure the trust and safety of our marketplace. Our objective is to always remain neutral as we investigate such complaints; our interests do not lie in taking sides. We strive to determine what has transpired so we can better determine, if any further action is applicable. Thumbtack values fairness by resolving each complaint with favor for all parties involved.
We understand the impact that reviews can have on a professional's service. Though we value transparency, that is not to imply we support false or malicious reviews. If, during the course of our investigation, we receive documentation that clearly shows wrong doing, we will take all appropriate actions. If there is any documentation that you are able to provide, that shows the customer has indicated they are going to make admittedly false statements with the intentions of harming your business, we ask you provide us with that information for further consideration. We genuinely care about our professionals, we want to ensure that we are protecting them, as well as our mutual customers.
Your frustrations in regards to this situation is completely understandable. Rest assured, that though there is a disagreement about our decision not to remove the review at this time, we will continue to work with you in an attempt to find a favorable resolution. We look forward to speaking with you again soon.
[redacted]
Thumbtack Support Team
Phone X-XXX-XXX-XXXX
E-mail [redacted]@Thumbtack.com

Initial Business Response /* (1000, 5, 2014/03/23) */
Contact Name and Title: [redacted] CRS
Contact Email: [redacted]@thumbtack.com
Dear [redacted],
I am writing to you in response to your Revdex.com complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope...

that I am able to address all of your questions and concerns. Please note that I have refunded all of your credit purchases, which brings your total refund to $122.96. These funds should post to your bank account within a few business days.
I'd like to clarify that Thumbtack refunds credits only when the customer does not view your quote within 48 hours. If the customer views your request after 48 hours and decides to hire you, the credits are still returned to you after 48 hours. Please remember that it is entirely youR decision as to whether or not you would like to submit a quote; Thumbtack utilizes a pay per lead model and therefore does not require or force our service professionals to submit a quote - it is 100% your decision. If you feel that you need more information before quoting, I highly suggest that you ask a question in our 'Suggested Questions' forum. For 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 professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories.
Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns.
Sincerely,
[redacted] CRS

Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: [redacted] Thumbtack Support
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@thumbtack.com
Hi [redacted],
I am writing in response to your Revdex.com complaint against Thumbtack. We tried reaching you directly to...

address your concerns, but we have been unable to connect. I will therefore address your concerns here.
We strongly believe in keeping the privacy of customers who use our site. As a business, we will not be successful without the trust of people who using Thumbtack. Our "Privacy Policy" states that we collect personal information in order to provide services to you, to respond to customer inquiries, for internal research to improve product, and other internal needs. You can read the full policy here: https://www.thumbtack.com/privacy. Another step Thumbtack has taken in order to keep email addresses private, is setting up a platform that gives customers and professionals the ability to communicate through a Thumbtack messenger. This gives the customer an option on whether or not they want to disclose their email or other personal contact information to a professional.
Whenever a customer places a request with Thumbtack, the request is syndicated to hundreds of professionals in their area who match the criteria listed. However, you will only receive up to up to five quotes from professionals. We limit the amount of quotes in order to avoid flooding your inbox since we send an email alert for each response to a request. Our email log shows that you received three quotes within ten minutes, I understand how that stream of emails so quickly could seem excessive. We do have options to turn notifications off so that you can check your Thumbtack profile for quotes, and avoid receiving emails.
If you have any more questions regarding Thumbtack's processes, we have agents on call to assist you with adjusting notifications and other concerns you may have. Please reach out to us at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
The Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I show no records of the organization reaching out to me as indicated in their response. The privacy policy referenced was not apparent when using a smart phone application. I ask that the company verify that all personal information they may have on file be deleted.
Final Business Response /* (4000, 9, 2015/05/22) */
Hi [redacted],
I really appreciate you getting back to us. That is very important feedback. One of our main focuses is to always be improving and we are grateful when someone lets us know where we can get better.
I have passed [redacted] concerns about viewing the privacy policy from the mobile site to our mobile product team. We certainly want to make sure our customers can easily find that information, regardless of how they access our site.
As you requested, we have deleted your account and removed your email information from it. You will have received an email confirming that your email was updated and that should be the last contact you receive from the site. We do not have any other personal information from you.
Thank you again for your feedback and if you have any other questions, please feel free to contact us.
Sincerely,
[redacted]
The Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Final Consumer Response /* (2000, 11, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/01) */
Dear [redacted],
It's understandably frustrating to spend time and money sending quotes without being hired. Therefore, we have created resources to help professionals grow their businesses. We have built a knowledgeable support team, hosted...

professional success webinars, and provided self help pages such as http://www.thumbtack.com/pros. Forbes wrote a wonderful article outlining our endeavors, [redacted] As described in this article, we have helped thousands of professionals including photographers in your area, see this landing page for reference: http://www.thumbtack.com/fl/tampa/wedding-photographer/
Supporting our professionals in growing their businesses also includes providing real customer requests. When a customer places a request on Thumbtack, it is first processed through our extensive verification system. Only requests that pass [redacted] be sent to our professionals. We understand that no system is perfect. Due to this, we appreciate hearing from professionals if they feel they have received a questionable request. This way, we can investigate the request and refund credits if applicable.
As a company we are continually improving our site to create a better experience for those who use it. To do so, we need feedback from professionals like you. You were not the only professional who voiced discontent with the new quoting package system. Listening to feedback from the professionals on our site, we have returned to our previous method of allowing the purchase of credits by quote amount for seasoned professionals.
If you are willing to give us another chance, there still are complementary credits on your account. I'd love to work with you one on one to create a strategy that will lead you to success on Thumbtack. However, we want you to do what is best for your business; please know we are here to help.
[redacted]
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail [redacted]@Thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 20 credits that Thumbtack added to my account were only after they had a "rep" callus and apologize for not reading our emails and sending scripted emails... like the response above. They agreed that from the 1st week we signed up we WERE DOING EXACTLY what they recommended and more. We bought blocks of credits and sent out multiple bids, over 33 to prospective brides alone.
I challenged the caller from Thumtack to give me the name of one professional studio in the Tampa Bay area who is actually an accredited and very experienced studio to give a reference for Thumbtack. There is none. The response above simply has you check out a link to all the other people, professional or otherwise, who got sucked into this scheme.
This response again shows the arrogance and ignorance of Thumbtack when they try to be "politically correct" and say nice-nice...
If you are willing to give us another chance, there still are complementary credits on your account. I'd love to work with you one on one to create a strategy that will lead you to success on Thumbtack. However, we want you to do what is best for your business; please know we are here to help.
Needless to say WE DO NOT WANT YOUR CREDITS, THEY WASTE OUR TIME! WE WANT A REFUND.
The caller from Thumbtack said, " we can not give a refund since you already spent your money on Thumbtack...".
If Thumbtack wants to give us UNLIMITED credits until we actually sign up just ONE wedding session, we will remove our complaint because that is the only way we have any chance to recoup any of our financial losses.
Have a nice day!
Final Business Response /* (4000, 9, 2015/04/22) */
Dear [redacted],
We appreciate you reaching back out with your additional concerns. When a complaint is brought to our attention, we diligently work to provide a positive solution. We have tried calling numerous times to discuss this matter with you but our attempts to connect with you have failed.
Our goal is to help professionals grow their businesses. We can only achieve this goal by sending them real customer requests and supporting them by providing tips and tricks to succeed. We never want our professionals to feel like they have wasted their time, this is why we return the effort by providing tips that we have gathered over the years through research. We strive to create an exceptional experience for our professionals, and we appreciate you pointing out areas we can improve in.
With thousands of professionals on our site, we do not have a list readily available of those who succeed. One of the reasons behind this is we do not want professionals to compare themselves to other businesses, customers have a wide variety of needs and we want our pros to remember that "one professional type does not fit all" . We provided the link to show professionals in your area that have been hired multiple times.
I wish we would have been able to talk on the phone to discuss a resolution to your concern. We wish your company success in whatever advertising methods you choose. As a courtesy, we have refunded a total of $71.96 to the card used to purchase credits. Please reach out to us if there are any additional concerns or questions.
[redacted]
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail [redacted]@Thumbtack.com
Final Consumer Response /* (2000, 11, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thumbtack is a SCAM company. BEWARE!!! They have fake leads they send professionals that have NO phone numbers or contact information and they do not provide a way to credit you back when you know they are FAKE job requests.......You will spend money on fake leads just to pay the salaries of the 20 year olds running this scam company.

Initial Business Response /* (1000, 5, 2014/08/31) */
Dear M **
I am writing in response to your Revdex.com complaint against Thumbtack. I am sorry to hear that you have not found success on Thumbtack. We work really hard to introduce you to interested clients, and encourage our customers to...

respond to each quote.
First, I would like to apologize if your initial experience with Thumbtack Support was not positive. We are obsessed about the satisfaction of our customers, and if we failed to meet that goal in your initial contact with our support team, I apologize.
We are not in the business of scamming our professionals. Not only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective either. Thumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possible. We can only grow if we are connecting real, serious customers with real, quality service pros. We spend considerable time and effort on a request verification process to flag suspicious requests. We then manually check those that have been flagged as suspicious. Only requests that clear these processes are forwarded to our professionals. Of course, no system is perfect, and we constantly work to improve the process.
In your email, you mentioned receiving an increase in customer requests only after you began submitting quotes. When a professional's account is less active or dormant, our system is designed to lower the number of customer requests published to those professionals until they become active again. We do this in order to avoid spamming professionals who are not engaged in using the site. Placing a new quote will remove the limiter completely, and clicking on requests will increase the limit. I would also like to clarify that when a professional initially sets up a free profile, we do not limit the number of requests they receive.
When you submit a quote, the customer will receive your contact information. This includes your name, email, and phone number associated with your service, along with your profile, reviews, and your first message. We do not share the business address. If the customer chooses to put a phone number, you will be able to see that number. If the customer chooses not to provide a phone number, you may contact the customer through messages via Thumbtack. These messages will be relayed to the customer's email. As a sidenote, we do not include the customer's last name in the request in an effort to protect the customer's identity and privacy.
We found that many customers prefer to receive quotes from the professionals and then have the option of which pro to contact to complete their project. However, we also recognize that you need tools to help you sell the customer on your service. Your initial quote is imperative, but after submitting the quote, you may also ask the customer for their contact information through Thumbtack's messaging system to continue communication through another channel. There is no limit on how long you can communicate with the customer.
Please allow me to take a moment to clarify the refund policy that applies to Thumbtack Credits. As noted on the page where you submitted your quote, we'll automatically send you an email as soon as your quote is viewed by the customer. If the customer doesn't view your quote within 48 hours of your submission, we'll automatically return the Thumbtack Credits to your account, so you can use them again free of charge on the next work request that interests you. If at any time a professional on Thumbtack feels that a refund should be made, they can contact us.
It is also against Thumbtack's terms of use for any individual under the age of 18 to submit a request. If a professional receives a request from anyone under the age of 18, they can notify the support team. We will always investigate the issue and provide a refund to the professional when appropriate.
We are a small company with a big missionhelping grow your business. We are actively refining and improving our process of connecting professionals and customers. Unfortunately, I was unable to locate your account based on the information provided in the complaint. If you would like to review the details of your account, please feel free to contact me. I hope I was able to resolve your concerns. Please do not hesitate to reach out directly if you have any other questions or concerns.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same response they put on every complaint
they copy and pasted it. That's unacceptable
Final Business Response /* (4000, 9, 2014/09/17) */
Dear M **
I appreciate your concerns and willingness to continue correspondence. I apologize if your experience with Thumbtack has not be positive. I would like to address your concerns and help reach a desired resolution.
With the little information provided in your complaint, I have been unable to locate your Thumbtack account. If you would be willing to provide the name or email address associated with your account, I would be very willing to address your concerns more specifically. If you are not comfortable sharing your name or email address with the Revdex.com, please contact me at the number below so that we can discuss your account and help you reach a resolution. We could also review your account for a potential refund. Otherwise, please refer to my previous response which addressed your concerns in general.
We take each complaint from customers or professionals seriously at Thumbtack. Each complaint is reviewed individually, and we tailor each of our responses based on their complaint and the information provided in their account history. While it is true that we use much of the same language in responding to complaints, we do this in an effort to stay consistent with the values and policies of Thumbtack.
Sincerely,
[redacted]
Thumbtack Support Team
Phone XXX-XXX-XXXX
Email [redacted]@Thumbtack.com
www.thumbtack.com
Final Consumer Response /* (4200, 11, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your customer service is ran by immature kids. Your company doesn't understand the meaning of customer service.
When I called apparently everyone is a manager and when I asked for a call back from a real manager or the owner I was hung up on. Your company has no right to take anyone's money and you provide fake leads.
I want s call from the owner. Not some [redacted] kid pretending to be a manager.

Initial Business Response /* (1000, 5, 2014/08/22) */
Dear [redacted],
I am responding to your recent Revdex.com complaint regarding concerns with the quoting process. I appreciate you working with me to address these concerns over the phone. We value your feedback, and I have forwarded it to the...

appropriate teams to help us improve. Below, I will address the concerns we discussed on the phone and offer some suggestions on how to overcome potential obstacles in quoting with limited information from a customer.
I recognize that in certain situations, it is difficult to offer an exact quote without seeing the actual work to be done. Many services available through Thumbtack require an on-site review in order to provide a more accurate assessment of cost. We do encourage customers to include as much detail as possible in their request. However, there may be information that is not available to, or unknown by the customer. In these cases, we suggest that you include a potential cost based on the information provided, but inform the customer that you require an on-site survey before providing an exact quote. There is also an option to not include a price estimate, and mark the quote as "Need more information". If you choose to include pricing in your quote, outline exactly what that price includes. In addition, inform the customer of the other services and/or options you have available for them. Any quote you offer is only an estimate and is subject to change based on your on-site review.
It is also important to remember that responding to a customer request is not simply a quote, but an introduction of your services to the customer. Along with your quote, the customer will have access to your profile and contact information. This information will be available for them to access at any time, allowing them to contact you directly to discuss their project.
As the professional, you know what information is helpful when preparing a quote for a customer. We greatly appreciate the feedback you provided. We value the opinions and feedback of our customers and professionals, and we rely on that feedback to help us improve. We are actively refining and improving our process of connecting service professionals and customers, and you have helped us in that goal.
If you have any other questions or further suggestions, please let us know. We are always glad to help.
Sincerely,
[redacted]

While I did get @3 customers from Thumbtack, many of the request I feel are invalid, in fact I felt it odd that I began to notice after submitting quotes and full names being revealed that I began to see a common thread of my face book friends and several that we had mutual friends. In addition, I saw a pattern of foreign spelled names and it seemed that they all lived in the same areas. Upon having an issue with my account and disputeable background verification problems and trying to get resolved. They decided to deactivate my account and when I mentioned I would relay this to friends that I referred to them. What did they do - looked at their records and automatically deactivated his account as well. PLEASE BE AWARE OF THIS COMPANY! While I mentioned there may be some good experiences, by far the horrible experiences will outweigh....

Initial Business Response /* (1000, 5, 2015/03/05) */
Dear [redacted],
We appreciate you reaching out to us through the Revdex.com about your concerns. When we receive notice of an unsatisfied professional or customer, we do everything we can to resolve the matter. We tried reaching out to you by...

phone, unfortunately we were able to connect. I wanted to take the time to respond to your concerns here.
Thumbtack was created with the goal in mind to create a way for professionals to grow their businesses by easily finding new customers. We strive to support our professionals in their endeavors by providing them guidance through our Pro Center and Support Team. We constantly improve our site to create a better experience for those who use it. In the spirit of improvement, we now prompt first time professionals to buy a credit package enough for 10 quotes at a 30% discount. We 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 case. By requiring new professionals to buy credit packages, we are setting up the right expectations that it may take a couple quotes before getting hired.
Our eagerness for the increase success of our professionals when utilizing the quoting packages, left the verbiage on our platform outdated. Our intentions were never to mislead anyone when it came to buying credits, and we truly apologize if this was how you felt. We have now updated our site to reflect the changes. We 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. Please feel free to give us a call if you have any further questions.
[redacted]
Thumbtack Support Team
Phone (XXX) XXX-XXXX
E-mail [redacted]@Thumbtack.com

Initial Business Response /* (1000, 5, 2015/04/15) */
Dear [redacted],
I appreciate you reaching out to us with your concerns and corresponding with us through email to resolve this issue. We are happy to continue working with you until we come to a resolution. I wanted to take the time to...

outline what we have discussed in regards to your Revdex.com complaint.
This dispute has been understandably frustrating and we are sorry to hear the impact that it is still having on your family. We obsess over our customers, and their experience with our site. On the rare occasion a dispute between a customer and professional is brought to light, we want to be as helpful as possible in seeing the matter resolved favorably for all parties involved. After reaching out to both parties in this dispute, there were discrepancies in the stories. When this happens we will ask for any documentation related to the complaint. This provides us enlightenment on what steps should be taken to provide a positive resolution.
When only one party provides documentation, we will favor their requested resolution and require the other party to comply. While Thumbtack is an advertising service and is not a part of the professionals business, we try to do everything we can to help resolve disputes. If a professional refuses to comply with the reasoned solution to the complaint, Thumbtack will explore additional options to resolve the complaint. Subsequently, we will pursue further action against the professional's account, permanently removing professionals from Thumbtack when appropriate. In this case, you had provided us documentation while the professional had not. When asked to rectify the situation, the professional refused, therefore we removed him from Thumbtack.
We want to be fair in making decisions by basing them on documentation we receive. If new documentation surfaces we'd be happy to reconsider any decisions we have made. Please send over any additional documentation so we can review it promptly. I look forward to working with you towards a positive resolution for this unfortunate circumstance.
[redacted]
The Thumbtack Support Team
Phone XXX-XXX-XXXX
Email [redacted]@Thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am working on getting the cost to fix and move forward which Mr. [redacted] abandoned. I did supply the quote to you before and it costs more to fix the damages and to finish the work in contract with Mr. [redacted] FMI Construction. You told me once I have supply proofs, pictures, and the quotes then you will process to help us with getting back the funds lost. However, you only gave us back half of what was paid to Mr. [redacted] based on reasoning that he did some work but I have shown proofs that his work were not complete but to the contrary made more damages that needed more attention and to have redone. The money that was sent to us merely covers the money we paid him to buy the counter tops for kitchen, slabs for master baths, ceiling finish, as well as sound proofing which he failed to do none. He did not order nothing and did nothing he promised. He basically took all our money and did not work. He trashed our house and caused electrical and plumbing damages as well as permanent damages to the cement ceiling structure and etc. We only asking what was paid to him in order for us to pick up what was left and do what was need to correct the mess he left behind that were not there before. Not to mention the health risk he put us through breathing the dust that covered our house!!! I just need Thumbtack to step up and get us the remaining balance in order for us to pay someone who has the experience to finish the baths, paint, floor, kitchen install as well as addressing plumbing and electrical that were improperly cut off. We have wasted too much time going over this over and over. What was promised to us was the exact amount paid to Mr. [redacted] I have submitted the checks to you. I am trying to get some receipts that has the largest amount of the equipment rental, purchases that my husband purchased to some of work which Mr. [redacted] failed to do at all. I will also send a copy of the recent quote from a person who we trust to do some of the work on the contract. Again, he only have time to address some of the most important things 1st then he will give us estimates to to whatever we need after due to his work time schedule. I hope you will process the paper work and help us with the remaining amount to help us pay him as we have NO money left!!!We have been literally charge on credit card we can't afford to pay on equipment and materials trying to do what we can. The quote for 2-4 job is only for labor not including materials!! Please look for my email to Thumbtack customer service for the receipts and quote for the jobs.
Final Business Response /* (4000, 11, 2015/06/10) */
Dear [redacted],
Thank you for getting back to us. I completely appreciate the frustration and difficulty you are facing while the issues with your home remain unresolved. We are still very interested in working with you until things are taken care of to your satisfaction.
I appreciate you sending over those items of documentation. I will be reviewing that information and reaching out to you so we can discuss where things go from here. My goal is to work with you until we take care of everything that needs to be resolved.
If you have any other questions or concerns, please don't hesitate to contact us.
[redacted]
The Thumbtack Support Team
Phone XXX-XXX-XXXX
Email [redacted]@Thumbtack.com
www.thumbtack.com

It matters to us that professionals on Thumbtack succeed. With Thumbtack, professionals are in charge of where their advertising dollars are spent. We send requests to professionals, and they can pick and choose which requests they respond to. There’s no obligation to quote on these requests, so professionals can respond to the ones that are the best fit for their business. Professionals have control of the requests they respond to and how their credits are spent, which helps them grow their businesses and succeed.
We’re always here to help professionals achieve, and to address their concerns as well. If you have any questions or additional concerns to discuss, please feel free to reach out to us at [redacted] or [redacted].
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Horrible , corrupt staff. Fraudulent business practices. If you criticize or make any suggestions they block you out of your account and refuse to speak to you.
Illegit leads. Don't bother wasting your time or $$$ with this corrupt company .

Initial Business Response /* (1000, 5, 2015/12/23) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your concerns and for speaking with me over the phone as well. I am glad we were able to get your email removed from our system as you requested....


We know that with any website, there can be glitches, and things like this can sometimes happen. We encourage any professional or customer to please contact us directly if they are experiencing account trouble, such as receiving too many emails, and are having difficulty correcting these troubles on their own. We will quickly look into the issues and sort them out.
If you have any questions or concerns, please contact our customer support at XXX-XXX-XXXX or via email at [redacted]@thumbtack.com. We are here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2016/02/04) */
We appreciate you reaching out to us through the Revdex.com. I'm glad you've been in contact with one of our Marketplace Integrity agents in regards to this issue, and I'd like to address your concerns here as well.
We know how disheartening...

it can be to receive a negative review. This is especially true for professionals who work hard to maintain good reviews on their profile. A review will not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com?ar=kAXXXXXXXXXBOSw. Maintaining these standards is what gives legitimacy to our entire review system, including positive reviews.
At Thumbtack, we want to be transparent with both our customers and professionals. If you or any professional or customer has questions or concerns regarding reviews, our customer support team would be happy to help and may be reached by phone at XXX-XXX-XXXX or email at [redacted]@thumbtack.com.
We are always here to help.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not fully agree with the response, however the false review has been deleted. Please focus your attention on contractors acting on good faith that will be held hostage (or extorted)by people that understand the policy as described and force action by holding a negative review over the contractors head. Trust, this happens and much more than may previously be considered. Recall your statistics, eliminate the top and the bottom to get a better indication of the truth or accuracy. I will remove this complaint upon your next reply. Thank you for your time. Please escalate to management, the response sounded a little "boiler plate." Also, look at e-bay, they have tweaked their feedback (rating) system many times over the past few years. Uber is also finding problems. MM

thanks for helping organizing

Initial Business Response /* (1000, 6, 2014/05/23) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@thumbtack.com
Dear [redacted],
I am writing to you in response to your Revdex.com complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I...

am able to address all of your questions and concerns. Please note that I've handled your refund request and all of your Thumbtack purchases have been processed. The funds 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 professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here:
http://www.thumbtack.com/pros/stories.
In regards to the credits, I am sorry that the cost to respond to a quote was misleading in any way. We advertise that it takes multiple credit s(at least 2) to respond to a quote, which depends entirely on the request categories you receive; for more information about credits, please visit the following link: http://www.thumbtack.com/pros/credits
I apologize that you are receiving leads that are out of your area. I looked into your account and noticed that your travel preferences are set to 100 miles, which is a very large travel radius set from your zip code. If you'd like to change this setting, please let me know and I'd be happy to do so for you. You are more than welcome to change this setting on your own - simply login to your Thumbtack profile and click 'Edit Profile'. From there, please find the business tab and adjust your settings from the drop down menus.
Furthermore, Thumbtack posts requests from our customers on job boards to let professionals, like yourself, know about all the great job requests on our site. If you didn't receive a lead from Thumbtack that you see posted on a job board, that is because the lead either did not match your exact travel preferences or service categorization. If you think you would like to receive more leads, you can change either your service categories and or your travel preferences.
You can adjust the types of lead notifications you receive by going to your Dashboard and clicking on the "Change your categories" button. From there you will be able to see what subcategories that are associated with your service. You can select and/or unselect accordingly to receive more preferable lead notifications.
We are a small company with a big mission. We are actively refining and improving our process of connecting professionals and customers, as it's important to us that we create as many great experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns.
Sincerely,
[redacted] CRS

We contacted [redacted], Etc. thru Thumbtack, Inc. to clean out our rain gutters. They came exactly when they agreed to come, came with all necessary equipment. They did an excellent job, cleaned up after themselves and were reasonably priced. I would recommend them.

DO NOT TRUST THUMBTACK
In July 2016, I did an online search for mold inspectors and somehow ended up on Thumbtack. What I was looking for was an estimate, but I was contacted immediately by WDR Services in Springfield, MA. The person who contacted me, [redacted], appeared legitimate. There was a photo of his truck on Thumbtack's website, and Thumbtack referred to him as a "professional." In his response (through Thumbtack) he said "We are Nationally Certified Mold Professionals."
Mr. [redacted] came that day, took readings, and told me that I would have the results in 24-48 hours. He collected a check from me for $500 which was to cover the cost of the test ($225) as well as the written results of the moisture testing for the walls. A week passed, and I still did not receive the results. Mr. [redacted] claimed that the lab was short staffed, but said I would get the results the following week. Another week passed with no test results. Once again, I contacted Mr. [redacted] via Thumbtack. This time there was no response. His phone number did not work.
When it became clear that I had been defrauded, I contacted Thumbtack. I informed them that not only were WDR Services not "professionals," they did not even exist. There was no listing for them in the yellow pages, and the photo of the truck was a fake. The positive reviews were probably fakes as well.
Thumbtack advertises itself as a business. It is not. Their claim of being a source for professional services - which I trusted - is not backed up by any kind of verification. In this case, I was robbed of $500. And by making false claims,Thumbtack was complicit in fraud.
Do not trust anyone who advertises with Thumbtack. You are better off with [redacted]. At least you know you are taking your chances when you answer a [redacted] ad.

Initial Business Response /* (1000, 5, 2014/09/22) */
Dear [redacted],
I am writing in response to your Revdex.com complaint against Thumbtack. I have attempted to contact you directly to address these concerns, but we have been unable to connect. I apologize for your experience with Thumbtack emails....


Based on your recent request, I have updated your account so that you won't receive customer request emails or texts. Here are the steps to view and update your notification preferences:
http://support.thumbtack.com/hc/en-us/articles/XXXXXXXXX.
The benefit of unsubscribing from email and text alerts, rather than deleting your account, is that your account activity, reviews, and profile settings will be saved and stored. Also, you'll be able to view customer requests when you log in to your account.
Please contact us if you have further questions. We're always here to help.
[redacted]