Initial Business Response / [redacted] (1000, 5, 2014/06/02) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Dear ***, I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsI've gone ahead and processed your refund request and your entire purchase history has been refundedPlease note that it usually takes a few business days for the funds to post to your 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 professionals do not hear back from some of their customer leads as wellFurthermore, I noticed that you do not have any reviews on your profileProfessionals with at least review are 400% more likely to hear back and get hired on ThumbtackWe've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profileIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired Thumbtack charges our professionals to place a quote, instead of only when the professional is hired because we do not consider ourselves a commission based business modelRather, we see our role as that of making the introduction between our professionals to a potential customer and then we get out of the way so that the 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 professional and the customer usually move communication to their own email clients or connect via phone (which is fine by us!) Purchasing leads on Thumbtack should be considered an advertising costThink about buying TV commercials or listing on a directory like YelpMany people see that advertisement, but only a couple will likely turn into customersThe difference with Thumbtack, is that we are enabling you to place your advertisement in front of a potential customer you know needs your exact service and talents who is in your geographic areaFurther, your advertisement will never compete with more than other professionals, because we do not allow a request to receive more than quotes Lastly, I do want to strongly convey that we are not in the business of scamming our professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it rightI've gone ahead and added a few complimentary credits to your account should you choose to continue using ThumbtackPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Dear [redacted] , We appreciate you bringing your concerns to our attention through the Revdex.comI can understand your frustration given the experience you have hadYou have spent time and money sending quotes, and it hasn't resulted in the jobs you were hoping forI appreciate you giving me the opportunity to address those frustrations Here at Thumbtack, our focus is to help professionals, like yourself, grow their businesses by connecting them with new customersOur success only comes when we help professionals be successful, so we work hard to help our professionals get hired as often as possible I can understand that it is very frustrating when you send a quote and don't hear back from the customerThere are many reasons why this may happenNo two customers you encounter are going to be the same and even though their reasons for not responding to your quote may vary, we have years of experience that have provided us with good insights into some of the consistent factors customers use to choose a professionalFrom those insights, we have created best practices for professionals to follow We want all of our professionals to benefit from these best practices, so we have created several options for professionals to get access to themWe created a customer support group that is available to share that information and help professionals make the most of their Thumbtack accountWe have also created online resources, such as https://www.thumbtack.com/pros/ and online webinars, all with the purpose of making this information as accessible as possible However, we recognize that things change and if we want to succeed we have to be constantly improving our systemsTo that end, we regularly reach out to customers and professionals alike to try and find ways to make their experiences betterAll of those efforts are to make sure we are connecting the right customers to the right professionals so that more professionals get hired more often Part of that is making sure the requests that customers make are good jobs for you to quote onIn order to try and ensure only quality job opportunities are coming to you, we have created an extensive verification system that reviews each requestIt is certainly not perfect, so we do encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate furtherIf we find that the request isn't legitimate or there are other concerns, we are happy to refund any credits professionals have spent to quote on that requestWe also use those instances to make improvements to our verification system I appreciate the opportunity to address your concerns and I am glad we were able to provide you with your desired resolutionGood luck with your business and if you have any questions, please don't hesitate to reach out to usWe are always here to help [redacted] Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail [redacted] @Thumbtack.com www.thumbtack.com
Initial Business Response / [redacted] (1000, 6, 2014/05/23) */ Contact Name and Title: [redacted] Contact Email: [redacted] @thumbtack.com Dear ***, I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsPlease note that I've handled your refund request and all of your Thumbtack purchases have been processedThe 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 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 professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories In regards to the credits, I am sorry that the cost to respond to a quote was misleading in any wayWe 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 areaI looked into your account and noticed that your travel preferences are set to miles, which is a very large travel radius set from your zip codeIf you'd like to change this setting, please let me know and I'd be happy to do so for youYou 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 siteIf 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 categorizationIf 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" buttonFrom there you will be able to see what subcategories that are associated with your serviceYou can select and/or unselect accordingly to receive more preferable lead notifications We are a small company with a big missionWe 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 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, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/02/21) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi ***, I am writing to you in response to your complaint to the Revdex.com against ThumbtackI am sorry to hear that you have not found much success on Thumbtack, and hope I am able to address all of your concerns The leads we send our service professionals are 100% real and not created via a lead generation service, or any other automated channelWe advertise to customers through online channels, such as forums, social media, and online search resultsOur company has been rapidly growing due to word-of-mouth brand awareness as wellSince our leads come from a variety of sources, we advise our service professionals to utilize our public questions forum in order to gain any additional information before paying for a quoteThis process helps our service professionals validate customer seriousness and overall communicationFurthermore, I noticed that you do not have any reviews on your profileWe encourage our service professionals to request reviews from past clients (using the URL in the 'Edit Profile' section of your profile) in order to improve customer responsiveness and overall successWe've found that our service professionals with at least review are far more successful in winning jobs on Thumbtack 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 canPlease note that I've added a few complimentary Thumbtack credits to your accountI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns Best regards, [redacted] CRS Final Consumer Response / [redacted] (2000, 7, 2014/02/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've been auditing their ideas on how to increase your chances of landing a lead, against my business licenseI also audited my pricing structure against [redacted] to [redacted] with SCORE and the SBA before I engaged with Thumbtack and they may not have been realistic in my pricesI'll readdress once restructuredI find their service easy to use, clear, thorough and enough sales lead to be of interest (vsother services) and only want to verify if my services aren't competent since I moved to [redacted] In the [redacted] suburbs, I found prolific work at times slow, but word of mouth, and want to work with a social media or sales service
Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Dear [redacted] , Thank you for reaching out to us through the Revdex.comI appreciate you allowing me to discuss your concerns over the phone the other day; I am glad we were able to answer your questions and reach a positive resolutionI also wanted to take the time to acknowledge your concerns here as well Our goal at Thumbtack is to help professionals connect with new customers as often as possible, which helps them grow their businessWe succeed when our pros succeed, so we work hard to help our professionals get hired as often as possibleWe have customer support specialists whose specific job is to work with professionals and help them best use their profiles and quotesThere are online resources as well, such as https://www.thumbtack.com/pros/, that offer helpful tips for professionals to increase their chances of being hired While we work hard to have a great site, we also recognize there is always room for improvementWe regularly reach out to professionals and customers to get feedback on how we are doing and what we could do betterWe are constantly making adjustments to both our request and quoting processes, specifically directed at increasing the frequency professionals get hired The quality of the requests we get is very important to usWe have created a verification system that reviews each request through our siteThis helps ensure that only quality requests are being passed [redacted] to our professionalsThis system isn't perfect, so we encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate furtherIf we find that there is an issue, we refund the credits that were spent on those requestsWe then take the information from our investigation and use it to improve our verification process Thank you again for reaching out to usI am happy that we were able to address your concerns and if you have any other questions, please let us know [redacted] Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail [redacted] @Thumbtack.com www.thumbtack.com
Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ 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 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 and your credit purchases will be refunded in fullThe funds will post to your bank account within a few business days I looked into your Thumbtack account and noticed that you have actively bid on job requestsI understand your frustration in not hearing back from many customers, however please note that even our most successful service professionals do not hear back from their customer leads as wellIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired 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, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/04/01) */ 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 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 in a few business days I checked your customer support contact history and was only able to find one ticket, which was submitted on March 25thOne of our customer service agents, [redacted] , responded to your email on March 27thIf you used a different email address, please let me know and I'd be more than happy to look into why we failed to provide you with a great customer service experienceFor future reference, please email [redacted] @thumbtack.com if you have any questions or concern; our technical agents are more than happy to assist you in investigating the review URL link issue on your account I am sorry that you feel we have not provided any of the services you were promisedWe see ourselves as a marketplace where service professionals are able to connect with customers who submit job requestsAfter looking into your account, I noticed that you've only submitted a total of two bids despite receiving 50+ job requests in the past few weeksI understand your frustration in not hearing back from these two customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as wellIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it rightPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/08/27) */ Dear ***, I am writing in response to your Revdex.com complaint against ThumbtackI have attempted to contact you directly to address these concerns, but we have been unable to connectI appreciate you bringing your concerns to our attention so that we can address them Thumbtack can only be successful if our professionals are successful - that's why we always work hard to help our professionals get hired as often as possibleWe can only grow by connecting real, serious customers with real, quality service prosWe spend time, effort, and funds on a request verification process to flag suspicious requestsWe then manually check those flagged as suspiciousOnly requests that clear these processes are forwarded to our professionalsDuring the request verification process, we also remove duplicate requests (from the same customer regarding the same service) made within hours of each otherIf a duplicate request somehow gets through the request verification process, a professional can contact our support team and request a refundDuplicate requests are not supposed to get through, but if they do, we gladly refund the professional In your email, you mentioned receiving an increase in customer requests only after you began submitting quotes againWhen a professional's account becomes less active or dormant, our system is designed to lower the number of customer requests published to those professionals until they become active againWe do this in order to avoid spamming professionals who are not engaged in using the sitePlacing a new quote will remove the limiter completely, and clicking on requests will increase the limit Based on your concerns, and to help build your faith in Thumbtack, I have refunded separate credit purchases, a total refund of $79.96, through PayPal I appreciate you reaching out to clarify your concernsThumbtack is dedicated to becoming THE online marketplace for local servicesYour feedback, along with all of the feedback from other Thumbtack professionals and customers, helps us improveIf you have any further questions or concerns, please feel free to let me know Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I haven't received any phones messages from your companyI appreciate the response and when should I get a complete refund from your company? I will need to investigate and research more your company before I can trust your business in the future
Hello [redacted] , Thank you for your response As Thumbtack works as a marketing channel, it is important to note that Thumbtack does not employ or endorse the professionals that choose to use our platformAgain, it is up to each professional to determine what licenses are necessary and follow their state and federal lawsWith that being said, we do care about the safety of our customers and encourage them to consider all credentials and information professionals present, and use their best judgement when choosing who to hireThese encouragements and guidelines can be seen in this article on our website: [redacted] We also reserve the right to remove any professional at our descretion due to information presented to us from Thumbtack customersDisputes between customers and professionals on Thumbtack are rare, but when they do happen, our Marketplace Integirty team is here to help both parties come to a resolution We encourage any customer or professional with questions to contact us at [redacted] or [redacted] Thumbtack Support [redacted]
The cleaning service that I received from [redacted] was excellentVery professional and did a thorough jobI would highly recommend her to clean your home
Final Consumer Response / [redacted] (2000, 7, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking with them over the phone I better understand the process and it does make sense from a business perspective
Initial Business Response / [redacted] (1000, 5, 2014/08/31) */ Dear ***, I am writing in response to your Revdex.com complaint against ThumbtackI have attempted to contact you directly to address these concerns, but we have been unable to connectI hope I can resolve your concerns below We are not in the business of scamming our professionalsNot only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective eitherThumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possibleWe can only grow if we are connecting real, serious customers with real, quality service prosWe spend considerable time and effort on a request verification process to flag suspicious requestsWe then manually check those that have been flagged as suspiciousOnly requests that clear these processes are forwarded to our professionalsOf course, no system is perfect, and we constantly work to improve the process We give you control over what you pay for and when - it is free to create a profile and to receive customer requests relevant to what you doYou choose who you'd like to respond to, and only pay when you choose to quoteThere's never any obligation to respond to the customer requests we send youThere are no annual fees or minimum paymentsI have reviewed your quoting history and it looks like you submitted quotes between the 9th and 12th of AugustI encourage you to give it another chanceMany of our most successful professionals say that it took them several quotes before their first customer hired them through Thumbtack We see our role as that of making the introduction to a potential customer, and then we get out of the way, so that the pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fitThe 'pay to quote' model doesn't suit everyonePurchasing leads on Thumbtack should be considered an advertising costsimilar to buying TV commercials or listing on a directory like YelpMany people see those advertisements, but only a couple will likely turn into customersIt can take a number of times before you land a job, especially in a competitive category, but in almost all cases, the money you make for that job easily pays for your quote investment Based on your concerns, and to help build your faith in Thumbtack, I have refunded all of the credit purchases you have made since adding your service on August 8, 2014, a total of $ I appreciate you reaching out to clarify your concernsThumbtack is dedicated to becoming THE online marketplace for local servicesYour feedback, along with all feedback from other Thumbtack professionals and customers, helps us improveIf you have any further questions or concerns, please feel free to let me know Sincerely, ***
Thumbtack is a bogus company who hire there own people to rite job quotes , they abuse pro thumbtack get money for points and never dies anyone get hired! This company should be closed as soon as possible they are scammers!
I just want to say that [redacted] and [redacted] did a really good job helping me move my couch out of storageThey were both really nice and helpfulThey did an awesome job
Thumbtack claims to connect business with customersMy experience is that Thumbtack is actually creating leads within Thumbtack itself and charging business for these leads
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ Hello [redacted] , Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone yesterdayI am happy that we were able to come to a resolution that you were happy withI would like to address your concerns here as well Thumbtack does not sell or give away the information of its professionals or customers nor do we store their credit card information in our systemWe sincerely care about the safety and security of our customers and want their information to be protectedYou can learn about how our payment system works here: https://support.thumbtack.com/hc/en-us/articles/XXXXXXXXX-Storing-my-credit-card...⇄ I thank you again for reaching out to us and encourage all Thumbtack professionals to reach out to us if they have any concernsWe have well trained customer support specialists available that may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @thumbtack.comThey are highly trained and would love to help Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX
Initial Business Response / [redacted] (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 ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsPlease note that I have refunded all of your credit purchases, which brings your total refund to $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 hoursIf the customer views your request after hours and decides to hire you, the credits are still returned to you after hoursPlease 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 decisionIf you feel that you need more information before quoting, I highly suggest that you ask a question in our 'Suggested Questions' forumFor 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 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, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Hello ***, Thank you for your feedback about our siteWe are always interested in how we can improve our business and we appreciate any suggestions that can help us make things better Our goal at Thumbtack is to connect customers who need help with their personal projects to professionals who can assist themWe are always interested in how we can make the entire experience better, so we regularly reach out to both customers and professionals to find out how we can improveI think you have some valid points that we should consider I know you are concerned that in order to be successful on Thumbtack, you are going to have to seriously undervalue your services in order to stand a chance of being hiredI am happy to say that we have researched this specific concern and while the customers on our site have various reasons for selecting the professionals they hire, I can tell you that price isn't often the determining factorMost customers are looking for a quality experience for a reasonable priceIt often isn't the lowest priced quote that gets hiredIf you would like to discuss ways to help improve your chances of being hired, I invite you to contact our Customer Support group who would be happy to share best practices with youThey can be reached at XXX-XXX-XXXX I really appreciate your suggestions and the opportunity we had to discuss them directly over the phoneAs we discussed, I have passed [redacted] feedback along to the appropriate group for consideration If you have any other questions or suggestions, please don't hesitate to reach out to me [redacted] Thumbtack Support Team XXX-XXX-XXXX [redacted] @thumbtack.com www.thumbtack.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly Thumbtacks response did not address my complaintThe complaint is that they don't disclose to Service Requestors that the bidders are being chargedA laymen will think its a free search and bid process because it doesn't say it anywhere on the site that bidders are being charged! Thumbtack has no ethics and doesn't care that they're stealing hard working self-employed professional moneyI know they are being deceitful from talking with their rep on the phoneIts a matter of profitsBeing a capitalistic society, I can't blame themSo unfortunately, until a better website comes along, were stuck with this middle-man race to bids for a cold lead serviceHopefully someone will sue them in the near future and send these cockroaches running from their big homes in silicon valley, built from scheming the working class Final Business Response / [redacted] (4000, 9, 2015/08/06) */ Hello ***, I appreciate your follow upI understand your frustration, especially based on the experience that you have described I wanted to clarify that our focus is to help professionals like yourself be successfulTaking advantage of those same professionals by trying to trick them into quoting isn't going to be a successful, long term strategyOur goal is to become the largest and most successful services marketplaceWe can only achieve that by creating long term relationships with our professionals We appreciate you giving us a chance to help you and your feedback on how we can improveYour suggestion have been passed [redacted] to the appropriate parties for consideration If you have any other questions, please don't hesitate to let us know [redacted] Thumbtack Support Team XXX-XXX-XXXX [redacted] @thumbtack.com www.thumbtack.com
I am submitting a review since [redacted] is handling the actual dispute It is my firm belief that this company is a scam I have been trying to get them to refund my money for almost a week now and I have gotten no whereI have been told flat out they will not refund my money Then they wanted to see my bank statement! No company with any morals should be demanding to see bank statements! I provided proof from [redacted] stating that [redacted] themselves acknowledged sending the money to Thumbtack but they just wanted to see bank statements(Makes you wonder why) This has been the worst experience I have ever had dealing with a company They treat their customers horribly I complained and they deleted it and blocked me from posting on their [redacted] page I hope one day this so called company will be put out of businessBe very careful when dealing with this company They will take your money and not admit to any wrongdoing even when you have proof
Initial Business Response / [redacted] (1000, 5, 2014/03/20) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi ***, I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsI looked into your account and noticed that one of our customer service agents already initiated your refund requestPlease let us know if there are any issues with the funds posting to your PayPal accountAs requested, I have gone ahead and deleted your account I am sorry for the difficulties in responding to your customer leads on ThumbtackI noticed that you submitted two quotes, and that one of the customers used an incorrect email addressThis is a rare occurrence and that we are happy to refund the credits to your accountPlease note that this is not a common complaint and that it is ultimately out of our control if a customer incorrectly enters their email addressWe closely monitor these types of issues and will implement a product changes should that problem become more widespread I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it rightPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi Kevin, Thank you for your response on behalf of my complaint filed against Thumbtack I do accept your response and understand about the rare occurrence that happened with one of the customers incorrect email account; however, I decided to close my Thumbtack account for personal reasons This is also a confirmation that I received the refund of 100% of my money through Pay Pal and I am pleased that my account is closed Thank you for your attention, ***
Initial Business Response / [redacted] (1000, 5, 2014/06/02) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Dear ***, I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsI've gone ahead and processed your refund request and your entire purchase history has been refundedPlease note that it usually takes a few business days for the funds to post to your 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 professionals do not hear back from some of their customer leads as wellFurthermore, I noticed that you do not have any reviews on your profileProfessionals with at least review are 400% more likely to hear back and get hired on ThumbtackWe've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profileIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired Thumbtack charges our professionals to place a quote, instead of only when the professional is hired because we do not consider ourselves a commission based business modelRather, we see our role as that of making the introduction between our professionals to a potential customer and then we get out of the way so that the 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 professional and the customer usually move communication to their own email clients or connect via phone (which is fine by us!) Purchasing leads on Thumbtack should be considered an advertising costThink about buying TV commercials or listing on a directory like YelpMany people see that advertisement, but only a couple will likely turn into customersThe difference with Thumbtack, is that we are enabling you to place your advertisement in front of a potential customer you know needs your exact service and talents who is in your geographic areaFurther, your advertisement will never compete with more than other professionals, because we do not allow a request to receive more than quotes Lastly, I do want to strongly convey that we are not in the business of scamming our professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it rightI've gone ahead and added a few complimentary credits to your account should you choose to continue using ThumbtackPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Dear [redacted] , We appreciate you bringing your concerns to our attention through the Revdex.comI can understand your frustration given the experience you have hadYou have spent time and money sending quotes, and it hasn't resulted in the jobs you were hoping forI appreciate you giving me the opportunity to address those frustrations Here at Thumbtack, our focus is to help professionals, like yourself, grow their businesses by connecting them with new customersOur success only comes when we help professionals be successful, so we work hard to help our professionals get hired as often as possible I can understand that it is very frustrating when you send a quote and don't hear back from the customerThere are many reasons why this may happenNo two customers you encounter are going to be the same and even though their reasons for not responding to your quote may vary, we have years of experience that have provided us with good insights into some of the consistent factors customers use to choose a professionalFrom those insights, we have created best practices for professionals to follow We want all of our professionals to benefit from these best practices, so we have created several options for professionals to get access to themWe created a customer support group that is available to share that information and help professionals make the most of their Thumbtack accountWe have also created online resources, such as https://www.thumbtack.com/pros/ and online webinars, all with the purpose of making this information as accessible as possible However, we recognize that things change and if we want to succeed we have to be constantly improving our systemsTo that end, we regularly reach out to customers and professionals alike to try and find ways to make their experiences betterAll of those efforts are to make sure we are connecting the right customers to the right professionals so that more professionals get hired more often Part of that is making sure the requests that customers make are good jobs for you to quote onIn order to try and ensure only quality job opportunities are coming to you, we have created an extensive verification system that reviews each requestIt is certainly not perfect, so we do encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate furtherIf we find that the request isn't legitimate or there are other concerns, we are happy to refund any credits professionals have spent to quote on that requestWe also use those instances to make improvements to our verification system I appreciate the opportunity to address your concerns and I am glad we were able to provide you with your desired resolutionGood luck with your business and if you have any questions, please don't hesitate to reach out to usWe are always here to help [redacted] Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail [redacted] @Thumbtack.com www.thumbtack.com
Initial Business Response / [redacted] (1000, 6, 2014/05/23) */ Contact Name and Title: [redacted] Contact Email: [redacted] @thumbtack.com Dear ***, I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsPlease note that I've handled your refund request and all of your Thumbtack purchases have been processedThe 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 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 professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories In regards to the credits, I am sorry that the cost to respond to a quote was misleading in any wayWe 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 areaI looked into your account and noticed that your travel preferences are set to miles, which is a very large travel radius set from your zip codeIf you'd like to change this setting, please let me know and I'd be happy to do so for youYou 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 siteIf 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 categorizationIf 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" buttonFrom there you will be able to see what subcategories that are associated with your serviceYou can select and/or unselect accordingly to receive more preferable lead notifications We are a small company with a big missionWe 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 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, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/02/21) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi ***, I am writing to you in response to your complaint to the Revdex.com against ThumbtackI am sorry to hear that you have not found much success on Thumbtack, and hope I am able to address all of your concerns The leads we send our service professionals are 100% real and not created via a lead generation service, or any other automated channelWe advertise to customers through online channels, such as forums, social media, and online search resultsOur company has been rapidly growing due to word-of-mouth brand awareness as wellSince our leads come from a variety of sources, we advise our service professionals to utilize our public questions forum in order to gain any additional information before paying for a quoteThis process helps our service professionals validate customer seriousness and overall communicationFurthermore, I noticed that you do not have any reviews on your profileWe encourage our service professionals to request reviews from past clients (using the URL in the 'Edit Profile' section of your profile) in order to improve customer responsiveness and overall successWe've found that our service professionals with at least review are far more successful in winning jobs on Thumbtack 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 canPlease note that I've added a few complimentary Thumbtack credits to your accountI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns Best regards, [redacted] CRS Final Consumer Response / [redacted] (2000, 7, 2014/02/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've been auditing their ideas on how to increase your chances of landing a lead, against my business licenseI also audited my pricing structure against [redacted] to [redacted] with SCORE and the SBA before I engaged with Thumbtack and they may not have been realistic in my pricesI'll readdress once restructuredI find their service easy to use, clear, thorough and enough sales lead to be of interest (vsother services) and only want to verify if my services aren't competent since I moved to [redacted] In the [redacted] suburbs, I found prolific work at times slow, but word of mouth, and want to work with a social media or sales service
Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Dear [redacted] , Thank you for reaching out to us through the Revdex.comI appreciate you allowing me to discuss your concerns over the phone the other day; I am glad we were able to answer your questions and reach a positive resolutionI also wanted to take the time to acknowledge your concerns here as well Our goal at Thumbtack is to help professionals connect with new customers as often as possible, which helps them grow their businessWe succeed when our pros succeed, so we work hard to help our professionals get hired as often as possibleWe have customer support specialists whose specific job is to work with professionals and help them best use their profiles and quotesThere are online resources as well, such as https://www.thumbtack.com/pros/, that offer helpful tips for professionals to increase their chances of being hired While we work hard to have a great site, we also recognize there is always room for improvementWe regularly reach out to professionals and customers to get feedback on how we are doing and what we could do betterWe are constantly making adjustments to both our request and quoting processes, specifically directed at increasing the frequency professionals get hired The quality of the requests we get is very important to usWe have created a verification system that reviews each request through our siteThis helps ensure that only quality requests are being passed [redacted] to our professionalsThis system isn't perfect, so we encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate furtherIf we find that there is an issue, we refund the credits that were spent on those requestsWe then take the information from our investigation and use it to improve our verification process Thank you again for reaching out to usI am happy that we were able to address your concerns and if you have any other questions, please let us know [redacted] Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail [redacted] @Thumbtack.com www.thumbtack.com
Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ 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 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 and your credit purchases will be refunded in fullThe funds will post to your bank account within a few business days I looked into your Thumbtack account and noticed that you have actively bid on job requestsI understand your frustration in not hearing back from many customers, however please note that even our most successful service professionals do not hear back from their customer leads as wellIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired 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, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/04/01) */ 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 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 in a few business days I checked your customer support contact history and was only able to find one ticket, which was submitted on March 25thOne of our customer service agents, [redacted] , responded to your email on March 27thIf you used a different email address, please let me know and I'd be more than happy to look into why we failed to provide you with a great customer service experienceFor future reference, please email [redacted] @thumbtack.com if you have any questions or concern; our technical agents are more than happy to assist you in investigating the review URL link issue on your account I am sorry that you feel we have not provided any of the services you were promisedWe see ourselves as a marketplace where service professionals are able to connect with customers who submit job requestsAfter looking into your account, I noticed that you've only submitted a total of two bids despite receiving 50+ job requests in the past few weeksI understand your frustration in not hearing back from these two customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as wellIf you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bidThese tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it rightPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/08/27) */ Dear ***, I am writing in response to your Revdex.com complaint against ThumbtackI have attempted to contact you directly to address these concerns, but we have been unable to connectI appreciate you bringing your concerns to our attention so that we can address them Thumbtack can only be successful if our professionals are successful - that's why we always work hard to help our professionals get hired as often as possibleWe can only grow by connecting real, serious customers with real, quality service prosWe spend time, effort, and funds on a request verification process to flag suspicious requestsWe then manually check those flagged as suspiciousOnly requests that clear these processes are forwarded to our professionalsDuring the request verification process, we also remove duplicate requests (from the same customer regarding the same service) made within hours of each otherIf a duplicate request somehow gets through the request verification process, a professional can contact our support team and request a refundDuplicate requests are not supposed to get through, but if they do, we gladly refund the professional In your email, you mentioned receiving an increase in customer requests only after you began submitting quotes againWhen a professional's account becomes less active or dormant, our system is designed to lower the number of customer requests published to those professionals until they become active againWe do this in order to avoid spamming professionals who are not engaged in using the sitePlacing a new quote will remove the limiter completely, and clicking on requests will increase the limit Based on your concerns, and to help build your faith in Thumbtack, I have refunded separate credit purchases, a total refund of $79.96, through PayPal I appreciate you reaching out to clarify your concernsThumbtack is dedicated to becoming THE online marketplace for local servicesYour feedback, along with all of the feedback from other Thumbtack professionals and customers, helps us improveIf you have any further questions or concerns, please feel free to let me know Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I haven't received any phones messages from your companyI appreciate the response and when should I get a complete refund from your company? I will need to investigate and research more your company before I can trust your business in the future
Hello [redacted] , Thank you for your response As Thumbtack works as a marketing channel, it is important to note that Thumbtack does not employ or endorse the professionals that choose to use our platformAgain, it is up to each professional to determine what licenses are necessary and follow their state and federal lawsWith that being said, we do care about the safety of our customers and encourage them to consider all credentials and information professionals present, and use their best judgement when choosing who to hireThese encouragements and guidelines can be seen in this article on our website: [redacted] We also reserve the right to remove any professional at our descretion due to information presented to us from Thumbtack customersDisputes between customers and professionals on Thumbtack are rare, but when they do happen, our Marketplace Integirty team is here to help both parties come to a resolution We encourage any customer or professional with questions to contact us at [redacted] or [redacted] Thumbtack Support [redacted]
The cleaning service that I received from [redacted] was excellentVery professional and did a thorough jobI would highly recommend her to clean your home
Final Consumer Response / [redacted] (2000, 7, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking with them over the phone I better understand the process and it does make sense from a business perspective
Initial Business Response / [redacted] (1000, 5, 2014/08/31) */ Dear ***, I am writing in response to your Revdex.com complaint against ThumbtackI have attempted to contact you directly to address these concerns, but we have been unable to connectI hope I can resolve your concerns below We are not in the business of scamming our professionalsNot only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective eitherThumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possibleWe can only grow if we are connecting real, serious customers with real, quality service prosWe spend considerable time and effort on a request verification process to flag suspicious requestsWe then manually check those that have been flagged as suspiciousOnly requests that clear these processes are forwarded to our professionalsOf course, no system is perfect, and we constantly work to improve the process We give you control over what you pay for and when - it is free to create a profile and to receive customer requests relevant to what you doYou choose who you'd like to respond to, and only pay when you choose to quoteThere's never any obligation to respond to the customer requests we send youThere are no annual fees or minimum paymentsI have reviewed your quoting history and it looks like you submitted quotes between the 9th and 12th of AugustI encourage you to give it another chanceMany of our most successful professionals say that it took them several quotes before their first customer hired them through Thumbtack We see our role as that of making the introduction to a potential customer, and then we get out of the way, so that the pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fitThe 'pay to quote' model doesn't suit everyonePurchasing leads on Thumbtack should be considered an advertising costsimilar to buying TV commercials or listing on a directory like YelpMany people see those advertisements, but only a couple will likely turn into customersIt can take a number of times before you land a job, especially in a competitive category, but in almost all cases, the money you make for that job easily pays for your quote investment Based on your concerns, and to help build your faith in Thumbtack, I have refunded all of the credit purchases you have made since adding your service on August 8, 2014, a total of $ I appreciate you reaching out to clarify your concernsThumbtack is dedicated to becoming THE online marketplace for local servicesYour feedback, along with all feedback from other Thumbtack professionals and customers, helps us improveIf you have any further questions or concerns, please feel free to let me know Sincerely, ***
Thumbtack is a bogus company who hire there own people to rite job quotes , they abuse pro thumbtack get money for points and never dies anyone get hired! This company should be closed as soon as possible they are scammers!
I just want to say that [redacted] and [redacted] did a really good job helping me move my couch out of storageThey were both really nice and helpfulThey did an awesome job
Thumbtack claims to connect business with customersMy experience is that Thumbtack is actually creating leads within Thumbtack itself and charging business for these leads
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ Hello [redacted] , Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone yesterdayI am happy that we were able to come to a resolution that you were happy withI would like to address your concerns here as well Thumbtack does not sell or give away the information of its professionals or customers nor do we store their credit card information in our systemWe sincerely care about the safety and security of our customers and want their information to be protectedYou can learn about how our payment system works here: https://support.thumbtack.com/hc/en-us/articles/XXXXXXXXX-Storing-my-credit-card...⇄ I thank you again for reaching out to us and encourage all Thumbtack professionals to reach out to us if they have any concernsWe have well trained customer support specialists available that may be reached by phone at XXX-XXX-XXXX or via email at [redacted] @thumbtack.comThey are highly trained and would love to help Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX
Initial Business Response / [redacted] (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 ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsPlease note that I have refunded all of your credit purchases, which brings your total refund to $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 hoursIf the customer views your request after hours and decides to hire you, the credits are still returned to you after hoursPlease 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 decisionIf you feel that you need more information before quoting, I highly suggest that you ask a question in our 'Suggested Questions' forumFor 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 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, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Hello ***, Thank you for your feedback about our siteWe are always interested in how we can improve our business and we appreciate any suggestions that can help us make things better Our goal at Thumbtack is to connect customers who need help with their personal projects to professionals who can assist themWe are always interested in how we can make the entire experience better, so we regularly reach out to both customers and professionals to find out how we can improveI think you have some valid points that we should consider I know you are concerned that in order to be successful on Thumbtack, you are going to have to seriously undervalue your services in order to stand a chance of being hiredI am happy to say that we have researched this specific concern and while the customers on our site have various reasons for selecting the professionals they hire, I can tell you that price isn't often the determining factorMost customers are looking for a quality experience for a reasonable priceIt often isn't the lowest priced quote that gets hiredIf you would like to discuss ways to help improve your chances of being hired, I invite you to contact our Customer Support group who would be happy to share best practices with youThey can be reached at XXX-XXX-XXXX I really appreciate your suggestions and the opportunity we had to discuss them directly over the phoneAs we discussed, I have passed [redacted] feedback along to the appropriate group for consideration If you have any other questions or suggestions, please don't hesitate to reach out to me [redacted] Thumbtack Support Team XXX-XXX-XXXX [redacted] @thumbtack.com www.thumbtack.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly Thumbtacks response did not address my complaintThe complaint is that they don't disclose to Service Requestors that the bidders are being chargedA laymen will think its a free search and bid process because it doesn't say it anywhere on the site that bidders are being charged! Thumbtack has no ethics and doesn't care that they're stealing hard working self-employed professional moneyI know they are being deceitful from talking with their rep on the phoneIts a matter of profitsBeing a capitalistic society, I can't blame themSo unfortunately, until a better website comes along, were stuck with this middle-man race to bids for a cold lead serviceHopefully someone will sue them in the near future and send these cockroaches running from their big homes in silicon valley, built from scheming the working class Final Business Response / [redacted] (4000, 9, 2015/08/06) */ Hello ***, I appreciate your follow upI understand your frustration, especially based on the experience that you have described I wanted to clarify that our focus is to help professionals like yourself be successfulTaking advantage of those same professionals by trying to trick them into quoting isn't going to be a successful, long term strategyOur goal is to become the largest and most successful services marketplaceWe can only achieve that by creating long term relationships with our professionals We appreciate you giving us a chance to help you and your feedback on how we can improveYour suggestion have been passed [redacted] to the appropriate parties for consideration If you have any other questions, please don't hesitate to let us know [redacted] Thumbtack Support Team XXX-XXX-XXXX [redacted] @thumbtack.com www.thumbtack.com
I am submitting a review since [redacted] is handling the actual dispute It is my firm belief that this company is a scam I have been trying to get them to refund my money for almost a week now and I have gotten no whereI have been told flat out they will not refund my money Then they wanted to see my bank statement! No company with any morals should be demanding to see bank statements! I provided proof from [redacted] stating that [redacted] themselves acknowledged sending the money to Thumbtack but they just wanted to see bank statements(Makes you wonder why) This has been the worst experience I have ever had dealing with a company They treat their customers horribly I complained and they deleted it and blocked me from posting on their [redacted] page I hope one day this so called company will be put out of businessBe very careful when dealing with this company They will take your money and not admit to any wrongdoing even when you have proof
Initial Business Response / [redacted] (1000, 5, 2014/03/20) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi ***, I am writing to you in response to your Revdex.com complaint against ThumbtackI apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concernsI looked into your account and noticed that one of our customer service agents already initiated your refund requestPlease let us know if there are any issues with the funds posting to your PayPal accountAs requested, I have gone ahead and deleted your account I am sorry for the difficulties in responding to your customer leads on ThumbtackI noticed that you submitted two quotes, and that one of the customers used an incorrect email addressThis is a rare occurrence and that we are happy to refund the credits to your accountPlease note that this is not a common complaint and that it is ultimately out of our control if a customer incorrectly enters their email addressWe closely monitor these types of issues and will implement a product changes should that problem become more widespread I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories Thank you so much, again, for your feedbackWe are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it rightPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi Kevin, Thank you for your response on behalf of my complaint filed against Thumbtack I do accept your response and understand about the rare occurrence that happened with one of the customers incorrect email account; however, I decided to close my Thumbtack account for personal reasons This is also a confirmation that I received the refund of 100% of my money through Pay Pal and I am pleased that my account is closed Thank you for your attention, ***