Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Thank you for reaching out to us through the Revdex.com about your concerns, and for discussing them over the phone as wellI am glad we were able to come to a resolution that you were happy withI would also like to take the time to address your concerns here I apologize for your negative experience with our agentsWe strive to be as helpful as we can to our professionalsWe know that communication and transparency between Thumbtack and professionals is vital, and we are thankful for the feedback on how we can improve moving forward I know how discouraging it can be to research a business and find negative reviews online, however it's important to remember there are so many other people who have had amazing experiences as wellWe have helped thousands of professionals over the years, and for many we are a truly irreplaceable part of their businessThat being said, it's up to each professional to make their own decision on whether or not Thumbtack is a marketing avenue that will work for their company We encourage all professionals to reach out to us with concerns or suggestionsIt's important to us that professionals are successful on our site, and we're here to help them along the wayPlease feel free to contact us if you have any additional questions
Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ We appreciate you reaching out to us through the Revdex.comI'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 reviewThis is especially true for professionals who work hard to maintain good reviews on their profileA 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=kAXXXXXXXXXBOSwMaintaining 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 professionalsIf 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 / [redacted] (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 review has been deletedPlease 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 headTrust, this happens and much more than may previously be consideredRecall your statistics, eliminate the top and the bottom to get a better indication of the truth or accuracyI will remove this complaint upon your next replyThank you for your timePlease 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 yearsUber is also finding problemsMM
Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ 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 concernsPlease note that I've processed your refund request and the funds will post to your bank account within a few business daysYour account has been removed from our system as well 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 In regards to our review policy, customers are able to leave a review once they've connected and communicated with you on Thumbtack, regardless if the professional has been hired or notWe allow and encourage these types of reviews since our customers are not only interested in the quality of work performed, but professionalism and responsiveness as well 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] (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a refund it's been weeks! Final Business Response / [redacted] (4000, 9, 2014/05/22) */ Dear ***, I'm so sorry you haven't received your refund yetWould you mind double checking your records? I looked into these transactions and can confirm that your refund has been processedI will send you an email that shows the refund verification our endIf the issue continues, I'd be happy to call Braintree, our financial intermediary to have this resolved Please keep an eye out for my email so I can get this resolved for you soon as possible Thank you, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/08/31) */ Dear M [redacted] I am writing in response to your Revdex.com complaint against ThumbtackI am sorry to hear that you have not found success on ThumbtackWe 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 positiveWe 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 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 In your email, you mentioned receiving an increase in customer requests only after you began submitting quotesWhen 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 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 limitI 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 informationThis includes your name, email, and phone number associated with your service, along with your profile, reviews, and your first messageWe do not share the business addressIf the customer chooses to put a phone number, you will be able to see that numberIf the customer chooses not to provide a phone number, you may contact the customer through messages via ThumbtackThese messages will be relayed to the customer's emailAs 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 projectHowever, we also recognize that you need tools to help you sell the customer on your serviceYour 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 channelThere 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 CreditsAs 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 customerIf the customer doesn't view your quote within 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 youIf 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 to submit a requestIf a professional receives a request from anyone under the age of 18, they can notify the support teamWe 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 businessWe are actively refining and improving our process of connecting professionals and customersUnfortunately, I was unable to locate your account based on the information provided in the complaintIf you would like to review the details of your account, please feel free to contact meI hope I was able to resolve your concernsPlease do not hesitate to reach out directly if you have any other questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (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 itThat's unacceptable Final Business Response / [redacted] (4000, 9, 2014/09/17) */ Dear M [redacted] I appreciate your concerns and willingness to continue correspondenceI apologize if your experience with Thumbtack has not be positiveI 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 accountIf 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 specificallyIf 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 resolutionWe could also review your account for a potential refundOtherwise, please refer to my previous response which addressed your concerns in general We take each complaint from customers or professionals seriously at ThumbtackEach complaint is reviewed individually, and we tailor each of our responses based on their complaint and the information provided in their account historyWhile 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 / [redacted] (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 kidsYour 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 onYour company has no right to take anyone's money and you provide fake leads I want s call from the ownerNot some [redacted] kid pretending to be a manager
I have had the most Wonderful experiences with [redacted] the variety of seasonings and foods that they may be used on are absolutely AmazingThe man that creates such wonderful blends of herbs and spices is is truely an awesome chef as well I have had pleasure to have tried many different ones of his delicious meals as well has his seasonings His name is [redacted] and he is Truely gifted in the field of Good Taste and I thought Others should know about him and his talents !!
Initial Business Response / [redacted] (1000, 6, 2014/02/13) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi [redacted] , I am writing to you in response to your complaint to the Revdex.com against ThumbtackI apologize for the poor experience you had using ThumbtackI’m glad to hear that you were able to speak with one of our phone agents, [redacted] , who was able to address your concerns I am so sorry for failing to provide you with a great customer service experienceWe recently received a heavy spike in customer service requests and were unprepared to handle this volume in an efficient mannerUnfortunately, our support team was unable to respond in a timely fashion; we are rapidly hiring additional email and phone support agents in order to prevent this from happening in the futureWe are currently a small company with a big mission, and It’s important to us that we create as many great customer experiences as possible, but sometimes we miss the mark I understand how frustrating it must be to have unresponsive customer leads; It’s completely the customer’s decision as to whether or not they would like to respond to each bidWith that being said, we encourage them to respond to every quotePlease note that customer interaction is a top priority and concern at Thumbtack; we are always testing new ways to improve customer communication, as well as limiting the number of spam requests from ‘price shoppers’ I went ahead and looked at your Thumbtack profile and was impressed with your great reviews and overall professional profileI would like to suggest adding a few more high quality pictures and videos to your accountAfter looking at thousands of successful quotes that resulted in a hired job, we noticed that service professionals with high quality pictures and videos were more likely to winFurthermore, if your company utilizes social media, you may want to consider linking your Facebook and LinkedIn accounts as well Lastly, I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories We are a small company with a big missionWe are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we canAs such, please note that I’ve added some additional, complimentary Thumbtack credits to your accountI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns Sincerely, [redacted] Customer Relations Specialist Final Consumer Response / [redacted] (2000, 8, 2014/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
The purpose of this entry is to warn of suspected illegal activity by this company They are supposed to send professionals job requests on an equal and unbiased basis I have, however, received requests that clearly indicate that as many as of the open bids have already been submitted prior to my email being sent This is against their policy and clearly indicates that other professionals have received advance notice of the bid opportunities They have clearly cost many companies thousands if not millions of dollars by this tactic
On July 5, I had [redacted] and [redacted] clean the many windows in my house both ground floor and upper level They did an excellent job I would hire them again for other services such as house cleaning or painting, if needed They are very pleasant people and are committed to their work
Despite a negative experience with a [redacted] "CON(tracting)" LLC, resolution with thumbtack regarding our issue was extremely positiveThis crook, [redacted] , was professionally licensed (PA, DE, NJ, VA) talked a good game and caused nothing but frustrations shortly after our point of contactHowever, [redacted] from thumbtack went above and beyond to provide resolution for a terrible experienceSo much so, that we trusted thumbtack again for multiple other jobs (although this time more weary of those that we were in contact with for our projects) and we have had multiple good experiences with remodeling our new homeThank you thumbtack support team, especially [redacted] , for turning a negative experience into a positive and helping shape our house into our home! 9/
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Dear ***, I am responding to your recent Revdex.com complaint regarding concerns with the quoting processI appreciate you working with me to address these concerns over the phoneWe value your feedback, and I have forwarded it to the appropriate teams to help us improveBelow, 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 doneMany services available through Thumbtack require an on-site review in order to provide a more accurate assessment of costWe do encourage customers to include as much detail as possible in their requestHowever, there may be information that is not available to, or unknown by the customerIn 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 quoteThere 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 includesIn addition, inform the customer of the other services and/or options you have available for themAny 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 customerAlong with your quote, the customer will have access to your profile and contact informationThis 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 customerWe greatly appreciate the feedback you providedWe value the opinions and feedback of our customers and professionals, and we rely on that feedback to help us improveWe 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 knowWe are always glad to help Sincerely, [redacted]
I used Thumbtack [redacted] to find a hardwood floor refinisher. I located a 11 times 5 star reviewed company called [redacted] on Thumbtack’s website. Thumbtack says they’ve been background checked and vetted, licensed and insured. I found [redacted] at [redacted] . I paid $1000 out of $1500 to [redacted] to refinish hardwood floors by buffing and 2 coats of polyurethane. [redacted] owner [redacted] did one coat and the floor finishing has serious blotches, drips, etc. He swore up and down he would fix it and make it right. After his fix, it appears the same. In addition, he destroyed my hardwood floors by sanding off the stain under it. The damage he caused will cost thousands to repair, because he buffed away the wood stain of the wood, and it needs to be resanded and stained. I contacted Thumbtack on more than three occasions and the only thing they would do is to directed me to their resolution center. To this day, they allow [redacted] to do business on Thumbtack.com In text exchanges, [redacted] of [redacted] says he’s not insured. I could not locate a license in [redacted] The company won’t refund the $1000 paid, or pay for damages. Thumbtack.com’s business model does not work. Please write a piece to let others know about their business model, and how they don’t stand behind their consumers. I have uploaded some pictures at [redacted]
Thank you for reaching out to us through the [redacted] about your concernsI’d like to take this opportunity to address them It’s important to us that professionals are introduced to interested customers who are ready to hireBefore requests are sent to pros, each request has to pass through a verification system that includes both manual and automatic checksThe system is in place to ensure that the requests we’re sending to professionals come from legitimate individuals who are looking for an appropriate services, and that the requests have the information needed for a professional to formulate a quoteWe also encourage all professionals to report anything that looks suspiciousWe will look into it carefully as we respect the professionals who use Thumbtack We want professionals to be successful on ThumbtackIn order to help pros achieve, we’ve compiled a knowledge base geared towards helping professionalsThis includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles and moreOur customer support team is also available by multiple channels of communication to address concerns and provide assistance Please feel free to contact us at [redacted] or give us a call at [redacted] with questions or concernsWe’re here to help Sincerely, Thumbtack Support [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] [redacted] **
We are a client of ThumbtackWe have received numerous suspicious requests that are clearly internally generatedWhen we called to ask questions, they BLOCKED our phone numbers from being able to contact them There is ZERO reason for any positive reviews for this illegal operation
Beware of Thumbtack at all costs They run an extremely unethical business practice Thumbtack charges service providers for bids on the categorized job request listed on their websiteThumbtack does not screen any of their job postingsThere is no better way to explain Thumbtack's ethically-challenged operations as the refuse to refund bid credits for job cancelled, deleted by Thumbtack or completed outside of their service I run a small photography studio who has used Thumbtackto set up assignments for our photographerThumbtack lies about screening their job postings, as numerous ones ever receive job status updates, quite possibly indicating the postings are bogus Thumbtack's customer service is extremely rude and I can not stress any more then to never use their serviceThumbtack is in existence simply to gather revenue even by not providing the service the advertise They are charging for bids on jobs that are not completed through Thumbtack Service providers should avoid them at all cost
Initial Business Response / [redacted] (1000, 5, 2014/06/16) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Dear [redacted] , I am writing to you in response to your BBB 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 refunded your entire Thumbtack purchase history, which includes your credits and background check verification; these 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 professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I looked into your Thumbtack account was able to find your bidding history. I 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 well. Although we are working hard to improve customer communication, it is ultimately up to the customer as to whether or not they would like to send a response. If you decide to continue using Thumbtack, I recommend sending follow-up messages to your customers and adding more pictures / videos to the 'Media' section of your profile. We've noticed that professionals with complete profiles are more likely to get hired on Thumbtack. Also, please note that customers often reply within the Thumbtack messenger before calling our professionals directly. The customer ultimately decides if they'd like to include their contact information in the request - we've implemented this feature since it's a better overall experience for the customer. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. I'm happy to offer you a few complimentary Thumbtack credits should you decide to continue using our site. Sincerely, [redacted] CRS Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response. I respect and take you at your word. Thank you for the refund. Please understand where I was coming from when I filed my complaint. While I understand that you "can't always believe what you read" floating out on the internet regarding reviews of companies, but once I say the idea of fake leads floating out there, I became a bit fearful...the idea had not even occurred to me, and I was upset with myself for not doing more research first before purchasing the credits....In this day of electronic communication, it just seems that the ability to take advantage of business owners would be all to simple of a process, through an auto-generation of leads process. Please understand that for a small business such as my own, one could easily spend a sizeable investment in simply being allowed to contact the leads, without ever hearing back for whatever reason, and it was this thought of losing such an investment that motivated my concern. While I realize that your company, other than the testimonies, has no way of verifying the leads, I will trust that others have successfully used the website based upon your response. I will speak reputably about your company and continue to discern if this is an approach that would be profitable for my music studio's growth. Thank you for your time and attention, and also for the suggestions for building my profile. best wishes, R. [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/03/16) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi ***, I am writing in response to your Revdex.com complaint against ThumbtackI am so sorry for the poor experience you had using Thumbtack in the past few years Although we are a small company and have implemented drastic changes in the past few years, we are always striving to improve our product and customer experience I understand your frustration in not hearing back from a majority of your customer leadsWe currently do not mandate that our customers display their personal contact information, such as a phone number or email, because of trust and safety concernsOur customers enjoy using Thumbtack because it allows them to quickly find contractors and contact the service professionals that they actually interested in hiring Thumbtack is currently focusing to create new features that will improve customer communicationWe understand how concerning it must be to not hear anything back from your customer leads, however please understand that these customers may have hired another pro or are simply not interested in any of the quotes that were submittedWe are currently creating new processes that will provide our service pros with this feedback; we hope that this will educate our contractors to submit higher quality bids as well as understand why they didn't land the jobWe will inform our service pros when these changes have been made and updated Regarding customer reviews, I am sorry that non-Thumbtack customers are leaving reviews on your siteThis is likely happening through the 'Review URL' that is available in your profile settings; please be careful when sending out this link and try not to post it in a public settingWe implemented this feature in order for new Thumbtack professionals to have a review presence on their accountPlease note that Thumbtack will take down any review in which the customer was not hired or connected on Thumbtack - simply email our customer service team and we'd be happy to investigate further 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 rightI am more than happy to add a few complimentary Thumbtack credits to your account, should you choose to continue using our servicesPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Hello [redacted] , Thank you for reaching out to us through the Revdex.com and for speaking to me over the phone about your concernsI am glad that we were able to come to a resolution that you were happy with and that I could answer your questionsI would also like to address your concerns here Recently at Thumbtack, we have begun to randomly select Thumbtack professionals for background checksThese checks are in addition to the U.SDepartment of Justice check which all professionals on Thumbtack are put throughWe have done this in order to make Thumbtack safer for both customers and professionalsAs stated above, professionals are selected for this background check randomly and more professionals may be asked to take the background check in the future We encourage any professional with questions concerning this matter to reach out to our customer support team here at Thumbtack either by email at [redacted] @Thumback.com or by phone at XXX-XXX-XXXXWe are happy to help and want both our professionals and customers to feel safe Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Thank you for reaching out to us through the Revdex.com about your concerns, and for discussing them over the phone as wellI am glad we were able to come to a resolution that you were happy withI would also like to take the time to address your concerns here I apologize for your negative experience with our agentsWe strive to be as helpful as we can to our professionalsWe know that communication and transparency between Thumbtack and professionals is vital, and we are thankful for the feedback on how we can improve moving forward I know how discouraging it can be to research a business and find negative reviews online, however it's important to remember there are so many other people who have had amazing experiences as wellWe have helped thousands of professionals over the years, and for many we are a truly irreplaceable part of their businessThat being said, it's up to each professional to make their own decision on whether or not Thumbtack is a marketing avenue that will work for their company We encourage all professionals to reach out to us with concerns or suggestionsIt's important to us that professionals are successful on our site, and we're here to help them along the wayPlease feel free to contact us if you have any additional questions
Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ We appreciate you reaching out to us through the Revdex.comI'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 reviewThis is especially true for professionals who work hard to maintain good reviews on their profileA 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=kAXXXXXXXXXBOSwMaintaining 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 professionalsIf 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 / [redacted] (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 review has been deletedPlease 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 headTrust, this happens and much more than may previously be consideredRecall your statistics, eliminate the top and the bottom to get a better indication of the truth or accuracyI will remove this complaint upon your next replyThank you for your timePlease 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 yearsUber is also finding problemsMM
Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ 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 concernsPlease note that I've processed your refund request and the funds will post to your bank account within a few business daysYour account has been removed from our system as well 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 In regards to our review policy, customers are able to leave a review once they've connected and communicated with you on Thumbtack, regardless if the professional has been hired or notWe allow and encourage these types of reviews since our customers are not only interested in the quality of work performed, but professionalism and responsiveness as well 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] (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a refund it's been weeks! Final Business Response / [redacted] (4000, 9, 2014/05/22) */ Dear ***, I'm so sorry you haven't received your refund yetWould you mind double checking your records? I looked into these transactions and can confirm that your refund has been processedI will send you an email that shows the refund verification our endIf the issue continues, I'd be happy to call Braintree, our financial intermediary to have this resolved Please keep an eye out for my email so I can get this resolved for you soon as possible Thank you, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2014/08/31) */ Dear M [redacted] I am writing in response to your Revdex.com complaint against ThumbtackI am sorry to hear that you have not found success on ThumbtackWe 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 positiveWe 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 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 In your email, you mentioned receiving an increase in customer requests only after you began submitting quotesWhen 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 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 limitI 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 informationThis includes your name, email, and phone number associated with your service, along with your profile, reviews, and your first messageWe do not share the business addressIf the customer chooses to put a phone number, you will be able to see that numberIf the customer chooses not to provide a phone number, you may contact the customer through messages via ThumbtackThese messages will be relayed to the customer's emailAs 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 projectHowever, we also recognize that you need tools to help you sell the customer on your serviceYour 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 channelThere 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 CreditsAs 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 customerIf the customer doesn't view your quote within 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 youIf 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 to submit a requestIf a professional receives a request from anyone under the age of 18, they can notify the support teamWe 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 businessWe are actively refining and improving our process of connecting professionals and customersUnfortunately, I was unable to locate your account based on the information provided in the complaintIf you would like to review the details of your account, please feel free to contact meI hope I was able to resolve your concernsPlease do not hesitate to reach out directly if you have any other questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (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 itThat's unacceptable Final Business Response / [redacted] (4000, 9, 2014/09/17) */ Dear M [redacted] I appreciate your concerns and willingness to continue correspondenceI apologize if your experience with Thumbtack has not be positiveI 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 accountIf 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 specificallyIf 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 resolutionWe could also review your account for a potential refundOtherwise, please refer to my previous response which addressed your concerns in general We take each complaint from customers or professionals seriously at ThumbtackEach complaint is reviewed individually, and we tailor each of our responses based on their complaint and the information provided in their account historyWhile 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 / [redacted] (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 kidsYour 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 onYour company has no right to take anyone's money and you provide fake leads I want s call from the ownerNot some [redacted] kid pretending to be a manager
I have had the most Wonderful experiences with [redacted] the variety of seasonings and foods that they may be used on are absolutely AmazingThe man that creates such wonderful blends of herbs and spices is is truely an awesome chef as well I have had pleasure to have tried many different ones of his delicious meals as well has his seasonings His name is [redacted] and he is Truely gifted in the field of Good Taste and I thought Others should know about him and his talents !!
Initial Business Response / [redacted] (1000, 6, 2014/02/13) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi [redacted] , I am writing to you in response to your complaint to the Revdex.com against ThumbtackI apologize for the poor experience you had using ThumbtackI’m glad to hear that you were able to speak with one of our phone agents, [redacted] , who was able to address your concerns I am so sorry for failing to provide you with a great customer service experienceWe recently received a heavy spike in customer service requests and were unprepared to handle this volume in an efficient mannerUnfortunately, our support team was unable to respond in a timely fashion; we are rapidly hiring additional email and phone support agents in order to prevent this from happening in the futureWe are currently a small company with a big mission, and It’s important to us that we create as many great customer experiences as possible, but sometimes we miss the mark I understand how frustrating it must be to have unresponsive customer leads; It’s completely the customer’s decision as to whether or not they would like to respond to each bidWith that being said, we encourage them to respond to every quotePlease note that customer interaction is a top priority and concern at Thumbtack; we are always testing new ways to improve customer communication, as well as limiting the number of spam requests from ‘price shoppers’ I went ahead and looked at your Thumbtack profile and was impressed with your great reviews and overall professional profileI would like to suggest adding a few more high quality pictures and videos to your accountAfter looking at thousands of successful quotes that resulted in a hired job, we noticed that service professionals with high quality pictures and videos were more likely to winFurthermore, if your company utilizes social media, you may want to consider linking your Facebook and LinkedIn accounts as well Lastly, I do want to strongly convey that we are not in the business of scamming our service professionalsNot only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective eitherOur goal is to be the online marketplace for local servicesWe can only grow if we are connecting real, serious customers with real, quality service professionalsSpending time, effort, and funds on creating fake leads simply isn't a winning strategyWe spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories We are a small company with a big missionWe are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we canAs such, please note that I’ve added some additional, complimentary Thumbtack credits to your accountI hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns Sincerely, [redacted] Customer Relations Specialist Final Consumer Response / [redacted] (2000, 8, 2014/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Do not use this service!! You will get ripped off and they don't care about anything but getting your money! STAY away!! Worst company out there!!!
The purpose of this entry is to warn of suspected illegal activity by this company They are supposed to send professionals job requests on an equal and unbiased basis I have, however, received requests that clearly indicate that as many as of the open bids have already been submitted prior to my email being sent This is against their policy and clearly indicates that other professionals have received advance notice of the bid opportunities They have clearly cost many companies thousands if not millions of dollars by this tactic
On July 5, I had [redacted] and [redacted] clean the many windows in my house both ground floor and upper level They did an excellent job I would hire them again for other services such as house cleaning or painting, if needed They are very pleasant people and are committed to their work
Despite a negative experience with a [redacted] "CON(tracting)" LLC, resolution with thumbtack regarding our issue was extremely positiveThis crook, [redacted] , was professionally licensed (PA, DE, NJ, VA) talked a good game and caused nothing but frustrations shortly after our point of contactHowever, [redacted] from thumbtack went above and beyond to provide resolution for a terrible experienceSo much so, that we trusted thumbtack again for multiple other jobs (although this time more weary of those that we were in contact with for our projects) and we have had multiple good experiences with remodeling our new homeThank you thumbtack support team, especially [redacted] , for turning a negative experience into a positive and helping shape our house into our home! 9/
[redacted] is a great teacher and I had a wonderful experience.I can't wait for my next lesson with him !
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Dear ***, I am responding to your recent Revdex.com complaint regarding concerns with the quoting processI appreciate you working with me to address these concerns over the phoneWe value your feedback, and I have forwarded it to the appropriate teams to help us improveBelow, 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 doneMany services available through Thumbtack require an on-site review in order to provide a more accurate assessment of costWe do encourage customers to include as much detail as possible in their requestHowever, there may be information that is not available to, or unknown by the customerIn 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 quoteThere 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 includesIn addition, inform the customer of the other services and/or options you have available for themAny 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 customerAlong with your quote, the customer will have access to your profile and contact informationThis 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 customerWe greatly appreciate the feedback you providedWe value the opinions and feedback of our customers and professionals, and we rely on that feedback to help us improveWe 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 knowWe are always glad to help Sincerely, [redacted]
I used Thumbtack [redacted] to find a hardwood floor refinisher. I located a 11 times 5 star reviewed company called [redacted] on Thumbtack’s website. Thumbtack says they’ve been background checked and vetted, licensed and insured. I found [redacted] at [redacted] . I paid $1000 out of $1500 to [redacted] to refinish hardwood floors by buffing and 2 coats of polyurethane. [redacted] owner [redacted] did one coat and the floor finishing has serious blotches, drips, etc. He swore up and down he would fix it and make it right. After his fix, it appears the same. In addition, he destroyed my hardwood floors by sanding off the stain under it. The damage he caused will cost thousands to repair, because he buffed away the wood stain of the wood, and it needs to be resanded and stained. I contacted Thumbtack on more than three occasions and the only thing they would do is to directed me to their resolution center. To this day, they allow [redacted] to do business on Thumbtack.com In text exchanges, [redacted] of [redacted] says he’s not insured. I could not locate a license in [redacted] The company won’t refund the $1000 paid, or pay for damages. Thumbtack.com’s business model does not work. Please write a piece to let others know about their business model, and how they don’t stand behind their consumers. I have uploaded some pictures at [redacted]
Thank you for reaching out to us through the [redacted] about your concernsI’d like to take this opportunity to address them It’s important to us that professionals are introduced to interested customers who are ready to hireBefore requests are sent to pros, each request has to pass through a verification system that includes both manual and automatic checksThe system is in place to ensure that the requests we’re sending to professionals come from legitimate individuals who are looking for an appropriate services, and that the requests have the information needed for a professional to formulate a quoteWe also encourage all professionals to report anything that looks suspiciousWe will look into it carefully as we respect the professionals who use Thumbtack We want professionals to be successful on ThumbtackIn order to help pros achieve, we’ve compiled a knowledge base geared towards helping professionalsThis includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles and moreOur customer support team is also available by multiple channels of communication to address concerns and provide assistance Please feel free to contact us at [redacted] or give us a call at [redacted] with questions or concernsWe’re here to help Sincerely, Thumbtack Support [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] [redacted] **
We are a client of ThumbtackWe have received numerous suspicious requests that are clearly internally generatedWhen we called to ask questions, they BLOCKED our phone numbers from being able to contact them There is ZERO reason for any positive reviews for this illegal operation
Beware of Thumbtack at all costs They run an extremely unethical business practice Thumbtack charges service providers for bids on the categorized job request listed on their websiteThumbtack does not screen any of their job postingsThere is no better way to explain Thumbtack's ethically-challenged operations as the refuse to refund bid credits for job cancelled, deleted by Thumbtack or completed outside of their service I run a small photography studio who has used Thumbtackto set up assignments for our photographerThumbtack lies about screening their job postings, as numerous ones ever receive job status updates, quite possibly indicating the postings are bogus Thumbtack's customer service is extremely rude and I can not stress any more then to never use their serviceThumbtack is in existence simply to gather revenue even by not providing the service the advertise They are charging for bids on jobs that are not completed through Thumbtack Service providers should avoid them at all cost
Initial Business Response / [redacted] (1000, 5, 2014/06/16) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Dear [redacted] , I am writing to you in response to your BBB 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 refunded your entire Thumbtack purchase history, which includes your credits and background check verification; these 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 professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I looked into your Thumbtack account was able to find your bidding history. I 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 well. Although we are working hard to improve customer communication, it is ultimately up to the customer as to whether or not they would like to send a response. If you decide to continue using Thumbtack, I recommend sending follow-up messages to your customers and adding more pictures / videos to the 'Media' section of your profile. We've noticed that professionals with complete profiles are more likely to get hired on Thumbtack. Also, please note that customers often reply within the Thumbtack messenger before calling our professionals directly. The customer ultimately decides if they'd like to include their contact information in the request - we've implemented this feature since it's a better overall experience for the customer. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. I'm happy to offer you a few complimentary Thumbtack credits should you decide to continue using our site. Sincerely, [redacted] CRS Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response. I respect and take you at your word. Thank you for the refund. Please understand where I was coming from when I filed my complaint. While I understand that you "can't always believe what you read" floating out on the internet regarding reviews of companies, but once I say the idea of fake leads floating out there, I became a bit fearful...the idea had not even occurred to me, and I was upset with myself for not doing more research first before purchasing the credits....In this day of electronic communication, it just seems that the ability to take advantage of business owners would be all to simple of a process, through an auto-generation of leads process. Please understand that for a small business such as my own, one could easily spend a sizeable investment in simply being allowed to contact the leads, without ever hearing back for whatever reason, and it was this thought of losing such an investment that motivated my concern. While I realize that your company, other than the testimonies, has no way of verifying the leads, I will trust that others have successfully used the website based upon your response. I will speak reputably about your company and continue to discern if this is an approach that would be profitable for my music studio's growth. Thank you for your time and attention, and also for the suggestions for building my profile. best wishes, R. [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/03/16) */ Contact Name and Title: [redacted] CRS Contact Email: [redacted] @thumbtack.com Hi ***, I am writing in response to your Revdex.com complaint against ThumbtackI am so sorry for the poor experience you had using Thumbtack in the past few years Although we are a small company and have implemented drastic changes in the past few years, we are always striving to improve our product and customer experience I understand your frustration in not hearing back from a majority of your customer leadsWe currently do not mandate that our customers display their personal contact information, such as a phone number or email, because of trust and safety concernsOur customers enjoy using Thumbtack because it allows them to quickly find contractors and contact the service professionals that they actually interested in hiring Thumbtack is currently focusing to create new features that will improve customer communicationWe understand how concerning it must be to not hear anything back from your customer leads, however please understand that these customers may have hired another pro or are simply not interested in any of the quotes that were submittedWe are currently creating new processes that will provide our service pros with this feedback; we hope that this will educate our contractors to submit higher quality bids as well as understand why they didn't land the jobWe will inform our service pros when these changes have been made and updated Regarding customer reviews, I am sorry that non-Thumbtack customers are leaving reviews on your siteThis is likely happening through the 'Review URL' that is available in your profile settings; please be careful when sending out this link and try not to post it in a public settingWe implemented this feature in order for new Thumbtack professionals to have a review presence on their accountPlease note that Thumbtack will take down any review in which the customer was not hired or connected on Thumbtack - simply email our customer service team and we'd be happy to investigate further 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 rightI am more than happy to add a few complimentary Thumbtack credits to your account, should you choose to continue using our servicesPlease let me know if you have any other questions or concerns Sincerely, [redacted] CRS
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Hello [redacted] , Thank you for reaching out to us through the Revdex.com and for speaking to me over the phone about your concernsI am glad that we were able to come to a resolution that you were happy with and that I could answer your questionsI would also like to address your concerns here Recently at Thumbtack, we have begun to randomly select Thumbtack professionals for background checksThese checks are in addition to the U.SDepartment of Justice check which all professionals on Thumbtack are put throughWe have done this in order to make Thumbtack safer for both customers and professionalsAs stated above, professionals are selected for this background check randomly and more professionals may be asked to take the background check in the future We encourage any professional with questions concerning this matter to reach out to our customer support team here at Thumbtack either by email at [redacted] @Thumback.com or by phone at XXX-XXX-XXXXWe are happy to help and want both our professionals and customers to feel safe Sincerely, [redacted] Thumbtack Support [redacted] @Thumbtack.com XXX-XXX-XXXX