Complaints

This profile includes complaints for Thumbtack, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Thumbtack, Inc.

  1355 Market St Ste 600 San Francisco, CA 94103-1337

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Ste 500 Draper, UT 84020-5485

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Draper, UT 84020-5480

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon signing up for Thumbtack as a business, I specifically put Georgia as the specific location I wanted to receive leads from as a Psychotherapist. I also checked off "online" so that I would have the option to receive leads who were interested on online in ******* as well. On 6/24/25, Thumbtack charged me for 3 leads that I never accepted. Not only that, they gave me leads that were outside of the state that I selected (which was *******). On 6/25/25, I spoke with an agent to inquire about these charges that was taken without me accepting the leads and also for potential clients that were not in the state I was licensed in. The agent stated that Thumbtack does not provide state-specific filters when "online" is checked off. I expressed how this is unethical for Thumbtack to charge Mental health professionals for leads in states they are NOT licensed in. I expressed how I wanted a refund because I could not continue to be on a platform that did not practice ethically when it comes to Mental Health. The agent told me to complete the Refund form online and I would get a credit to my account. He said once I get the credit to my account, I should call back to get that amount refunded back to my original payment method. On 7/1, I received an email that I had all three charges were placed as a credit on my account. I called ********************** back requesting the refund and the agent said that he needed to call another department and he would email me back. I never received a phone call or email from this agent. On 7/2, I requested to speak with a supervisor and I was sent an email instead stating that Thumbtack would not refund the credit by a supervisor named *****. I requested a phone call, and ***** (supervisor) emailed me to stated that she confirmed a phone call for 7/9/25 at 1pm MST. On 7/9/25, ***** NEVER called back at the number provided to her, nor on my business number on Thumbtack.

  Business Response

  Date: 07/15/2025

  Hello,
  

  Thank you for taking the time to share your experience. We understand how important it is for licensed professionals, especially in fields like mental health, to receive leads that align with their licensing requirements and location preferences.
  

  After reviewing your account and our policies, we want to clarify that when the online service option is enabled, Thumbtacks system will match you with potential clients from any locationregardless of the state selected in your travel settings. This is because selecting online indicates that youre available to work remotely, which expands your targeting beyond state boundaries.
  

  If you would like to receive leads only from *******, both online and in person, we recommend deselecting the online option and manually setting your service area using *******-specific zip codes. You can learn more about adjusting your targeting preferences here: *************************************.
  

  Regarding your refund concern: we understand you were issued credits for the leads in question. As outlined in our policy, all sales on Thumbtack are final, and refunds to the original payment method are not guaranteed. However, if you believe the credits do not address your situation or if you need help making changes to your targeting, we recommend continuing to work with our support team, who can take a closer look. You can contact them here: *************************************/contact-thumbtack.
  

  We appreciate your feedback and your work as a provider on our platform.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23600808
  
  I am rejecting this response because:
  The credit you have give serves no purpose to me because I am not going to continue on a platform that has displayed such unprofessionalism and  misinformation from the agents and the administrative team. This company should have done more research on the licensing procedures for mental health professionals. Therapists should NOT have to jump hoops to obtain leads (online) specific to the states they are licensed in.

  Sincerely,
  
  Affiniti ******-********

  Business Response

  Date: 07/17/2025

  Hello Affiniti,
  

  Thank you for sharing your further thoughts. We understand your frustration and appreciate the seriousness with which you view the licensing requirements for mental health professionals.

  As previously explained, when the online service option is selected, Thumbtacks platform is designed to match providers with potential clients nationwide, which means it cannot restrict leads strictly by state boundaries. We encourage providers to carefully configure their service area settings to ensure leads align with their licensure and preferences.
  

  We recognize that this model may not suit everyones needs, and we apologize if this has caused you inconvenience. Regarding the credits issued, they were provided as a resolution consistent with our refund policies.
  

  If you no longer wish to use the platform, we respect that decision. However, should you have additional questions or require assistance adjusting your account settings, we recommend continuing to work with our support team, who are best equipped to help you directly.
  

  Thank you for your time and feedback.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23600808
  
  I am rejecting this response because: I want to make this complaint public so that other other mental health professionals do not endure the unethical practices of this company. A company of integrity would have done the research to ensure that licensed individuals are securely matched with potential clients in the state they licensed in. My suggestion is for this company to realign their practices so that their ratings go above 1 star. 
  
  Sincerely,
  
  Affiniti ******-********

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company directly, i explained to them the issue and they agreed with me, i explained to them that my account had been permanently deactivated since 2023 and i havent been charged all this time till now recently where i got charged 3 times out of no where, in 2023 i got on a call with their team member and made sure it was deactivated because i was no longer going to be using that app and i wanted to make sure that i wasnt getting charged, the person i recently spoke too agreed with me and gave me an email from them to explain what happened and why i need my refund back, so i emailed them and they responded a day later and just gave me $43 of credit to use on that app, but i do not want credits on a app that i dont use in the first place i want my money back because they took $43 , $37 and $48 from my account. But they keep denying saying it doesn't line up with their refund policy which i dont agree with because how can i get charged from an app that im supposed to have no active account and i forgot all about that app because i have never used it.

  Business Response

  Date: 07/09/2025

  Hello ****,

  Thank you for bringing this to our attention.

  Weve reviewed your account and can confirm that it is currently active. Charges on Thumbtack occur when a customer reaches out to you as a potential lead, in line with our role as a lead-generation platform. Whether or not youre hired, charges reflect the value of being connected with a potential customer.
  

  After careful review, we found that your availability settings matched the customers preferences for Pressure Washing and Interior Painting at the time the leads were received. Because these leads fell within your targeting preferences, the charges are considered valid.
  

  All sales on Thumbtack are final and non-refundable, as outlined in our Terms of Use under the section Thumbtack Fees and Taxes, which all users agree to upon signing up. You can review our full refund policy here: ***********************************************************.
  

  We understand you no longer wish to use the platform. If you need help disabling your account or have further questions, please contact our Support team directly: ******************************************************************.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23574512
  
  I am rejecting this response because: I do not understand how my account is active if a team memeber deactivated my account in 2023 permanentely, so my question is when and why did my account get activated again without my authorization too, I say this is a scam and unfair because I never authorized nobody to activate my account again. Also when i called 2 days ago the team memeber deactivated my account again she told me so how is it active again ? So does this mean that even if i call 100 times and deactivate my account ************************************************************************************ ? How do i escape and avoid this cycle of being wrongfully charged and not even getting my refund back, this is theft and robbery it is a scam. 
  
  Sincerely,
  
  **** ******

   

  Business Response

  Date: 07/10/2025

  Hello ****,

  Thank you for following up.

  Our records show that your Thumbtack account was reactivated in November 2023. Charges were incurred as a result of lead activity that aligned with your accounts targeting settings at the time.

  Weve also confirmed that your account cannot be fully deleted while there is an outstanding balance. Our team has shared instructions on how to dispute the refund decision with the appropriate department, and we encourage you to continue working with them if you have further questions or would like to provide additional information for review.
  

  We appreciate your feedback and the opportunity to clarify.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23574512
  
  I am rejecting this response because: Hello i do not want to go back and fourth i want this resolved, and you guys have not yet answered my question which is " (how did my account get reactivated again in 2023? ") (who gave any authorization to do that?) because i know i sure didnt activate it myself. Because in my mind it was permanently deactivated. And second of all of course it sais i have a balance i owe, because you guys charged me without me knowing my account was activated. Can I please get answers to my questions.  The questions i have are in the parentheses above thank you . 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/14/2025

  Hello ****,
  
  We are happy to once again detail the dates of the activation as well as give clarity around the charges on this account. 

  The account was reactivated in November 2023. Only the account holder can reactivate and deactivate a Thumbtack account. If you choose to reactivate your account, lead charges will accrue due to the targeting preferences that have been set by the account holder. You can learn more about how lead charges work here: ************************************************************.

  
  Weve also confirmed that your account cannot be fully deleted while there is an outstanding balance. Our team has shared instructions on how to dispute the refund decision with the appropriate department, and we encourage you to continue working with them if you have further questions or would like to provide additional information for review.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a thumbtack pro account. On 07/08/2025 I went on thumbtack and viewed opportunities . They were not listed as leads or direct leads Never did I click interested or accept on a job. When I logged in on the following day 07/09/2025 And I saw I was charged$15.63 for one of the opportunities. Thumbtack refused a refund to me. Thumbtack lied and scammed me out of money. they change opportunities to direct leads if you view the description of opportunities . This is Predatory pricing model: The system of charging professionals for leads regardless of securing the job is seen by some as unfair and financially. This company scams anyone that signs up .Then won't refund money on opportunities descriptions.

  Business Response

  Date: 07/09/2025

  Hello *****,
  

  Thanks for reaching out. We understand your concerns and want to clarify that charges on Thumbtack are applied when a customer expresses interest in a pros services. We strive to make this process as transparent as possible.
  

  Charges for direct leads occur when theres clear intent from a customer to connect. We know this can be frustrating, especially when it doesnt lead to work. If you believe the charge was made in error, youre welcome to contact our refund team at ******************************** for review.
  

  For any other questions or concerns, please contact our support team directly.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack is holding a balance and charging our company for an interior painting lead which the client clearly is not moving forward with this project and from our conversation on thumbtacks platform may have even clicked on our companys profile listing by mistake.

  Business Response

  Date: 07/09/2025

  Thank you for reaching out to us here with this concern! We want to make sure we get this settled for you and your business. Please contact our Support team at **************. Or, submit this lead for a refund review here: ***************************************************************************;

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  > Date of issue: 07 July 2025 Amount paid to business: > $100 000 total spend on hundreds of projects over 10 years.Nature of dispute: Thumbtack abruptly closed all of my customer accounts on 07/07/25 and refuses to state which rule I allegedly violated. I have never created fake leads, mis-represented my identity, or otherwise breached the Terms of Use. I do own five rental homes that each require occasional service, so I maintained multiple profilesper Thumbtacks own help article allowing one profile per location.Steps already taken: On 07/07/25 I e-mailed Thumbtack a formal Notice of Dispute (PDF attached) asking which subsection of the Terms I allegedly violated and offering to consolidate profiles and provide additional ID. I also requested informal resolution within 10 business days, as required by their arbitration clause.Desired resolution: 1) Immediate reinstatement of my accounts or 2) a written explanation and evidence of the alleged violation so I can correct any error.

  Business Response

  Date: 07/08/2025

  Thank you for sharing your experience with us here. We recognize how frustrating it is to lose access to your account. However, we have thoroughly investigated your situation and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken. The action taken was in accordance with our Terms of Use. *******************************************.
  
  We wish you well as you move forward.

  Customer Answer

  Date: 07/09/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Thumbtack says it investigated my account and found a Terms-of-Use violation, yetafter repeated written, phone, and BBB requests for more than a year it has never identified which clause I allegedly broke or produced any evidence. This refusal violates both Thumbtacks own policies and the California Consumer Privacy Act (CCPA).
  
  
  
  1 Thumbtack must disclose its investigation under the Terms of Service and CCPA
  

  1.1 Investigation records are personal information.
  California Civil Code ********(o)(1)(K) defines personal information to include:
  

  Inferences drawn from any of the information identified in this subdivision to create a profile about a consumer reflecting the consumers preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.
  California Civil Code ********(o)(1)(K) (CCPA definition of personal information)

  
  internally generated inferences that a business holds about a consumer are personal information within the meaning of the ***** and must be disclosed to the consumer on request
  California Attorney General Opinion No. ****** (Mar. 10 2022)
  

  Any internal notes about investigations and/or alleged ToS violation, communication with vendors regarding me, device/IP matches, or linkage inferences that Thumbtack used to close my account plainly fall inside this statutory definition.
  

  1.2 Thumbtack promises customers a Right to Know.
  *********************** own Privacy Help Page states:
  At a high level, Thumbtacks pros and customers may have the right to: Request to know what personal information we have about them.
  I invoked this Right-to-Know on 7 Jul 2025, asking for all investigation data and inferences. Thumbtack has not complied.

  
  1.3 CCPA disclosure deadline.
  California Civil Code ********(a)(2):
  The business shall disclose and deliver the required information within 45 days of receiving a verifiable consumer request.
  Thumbtacks 45-day deadline therefore expires 21 Aug 2025. If Thumbtack does not disclose the requested personal-information records by 21 Aug 2025, I will file a formal complaint with the ************************************ for violation of Civil Code ******** & ********. I prefer to resolve this amicably, but I will pursue that remedy if Thumbtack continues to withhold the legally required data.
  
  
  
  2 Thumbtack is ignoring its own dispute-resolution clause
  Thumbtack Terms of Use Initial Dispute Resolution:
  The parties agree to use their best efforts to settle any dispute, claim, question, or disagreement directly through consultation with the Thumbtack support department, and good-faith negotiations shall be a condition precedent to either party initiating arbitration.
  If the parties do not reach an agreed-upon solution within a period of thirty (30) days from the time informal dispute resolution is initiated, either party may initiate binding arbitration.
  I opened dispute case 13151407 and supplied full documentation on 7 Jul 2025. Thumbtack replied only with a form letterno negotiation and no evidencebreaching its own good-faith requirement. The 30-day informal window therefore runs until 6 Aug 2025.
  
  
  
  Requested resolution
  Disclose in writing (a) the exact Terms-of-Use clause Thumbtack claims I violated and (b) the investigation data/inferences relied upon, OR
  
  
  Reinstate my customer account immediately.
  
  
  Until Thumbtack fulfills these contractual and statutory duties, this dispute remains unresolved.
  Please keep BBB Complaint # ******** OPEN. If Thumbtack does not comply by 6 Aug 2025, I will file binding arbitration with JAMS as permitted by the Terms of Use.
  
  
  Sincerely,
  
  *** ******
  

  
  

  Business Response

  Date: 07/10/2025

  We highly recommend that you reach out to our Support team at ************** if you have any further concerns about your account suspension. While we cannot reverse this business decision, we are willing to provide any information we can regarding the account removal.

  Regardless of how you choose to proceed with Thumbtack, we wish you all the best!

   

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23566659

  Thumbtacks latest note says: While we cannot reverse this business decision, we are willing to provide any information we can regarding the account removal. I appreciate that offer, and even moreso the spirit of collaboration to move this forward so we can find a resolution. However, the information must be supplied in writing, and in full, so that I can review and respond. Information provided over the phone is unlikely to include all the information that Thumbtack has collected and is associated with me and/or any alleged evidence, which I am entitled to receive according to Thumbtack's privacy policy as well as CCPA.
  

  Requested next step
  Please provide, by secure e-mail or as an attachment in this BBB thread within 7 calendar days (by 22 July 2025):
  

  1) The exact Terms-of-Use clause Thumbtack believes I violated; and
  1) All personal information that has been collected and is associated with *** ****** and/or any accounts you associated with me

  2) The exact Terms-of-Use clause Thumbtack believes I violated

  3) The "personal information relating to that finding

  As mentioned before, this is required by:
  Cal. **** Code 1798.140(o)(1)(K); and
  Thumbtacks own Privacy Help Page

  
  I will also call Support under case #******** to ensure this request is logged. The 30-day informal-resolution period (per ToS) ends 6 Aug 2025; the 45-day CCPA disclosure deadline ends 21 Aug 2025. If written disclosure is not received, I reserve the right to (a) file a complaint with the ************************************ and (b) initiate JAMS arbitration.

  
  Please keep this BBB case OPEN until Thumbtack either supplies the requested documents or reinstates my account.
  

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use this app (Thumbtack) to hire a company that was trusted by them but after filing a complaint and dispute with thumbtack I never heard back from them nor did I receive a refund. This was by far the most unprofessional, reckless, and infuriating experience Ive ever had with any service. Not only did they damage multiple pieces of my furniture, but one of the movers was clearly under the influenceslurring words, stumbling around, and vomiting I dont know how this company is even still in business. When I called them out on it, the so-called supervisor brushed me off like I was the problem. No apology, no accountability, NOTHING.They treated my home and belongings like garbage. I paid for a professional moving service and ended up with an absolute ************** yourself the stress and moneystay far away from this company. They should be investigated, do not hire!

  Business Response

  Date: 07/08/2025

  Hi ******,
  

  Thank you for reaching out and sharing your experience. We understand how upsetting this situation has been and take your concerns seriously.
  

  As our Trust and Safety team shared, **** reviewed the information provided and also heard from the service provider involved. Since we didnt receive documentation to support the concerns raised, were limited in the actions we can take through our platform.
  

  If you have any further questions or need clarification, we encourage you to continue working directly with the Trust and Safety team. They remain the best point of contact to support you.
  

  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23560952
  
  I am rejecting this response because: The company hired from thumbtack wasnt professional also I wasnt able to see the companys background check or to verify the company was legit. The company promised me 4 workers for the amount paid and only received 3. The works was mishandling items and dropping items on the ground to damage. Majority of the items was left in the garage and not carried to the rooms as directed due to the lack of professionalism, the workers was under the influence and was vomiting everywhere and couldnt finish the job. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/09/2025

  Thank you for this additional information, ******. Again, we apologize this has been your experience with the service provider you hired on Thumbtack. Every pro listed on Thumbtack must pass a background check in order to list their site on our platform. We always encourage our customers to review these profile credentials before hiring as well. You can learn more about that step in the hiring process here: *************************************************************;
  
  It looks like the Trust and Safety agent working your incident emailed you on July 9th. We would encourage you to continue to work with this agent to hopefully resolve the remaining concerns you have. 
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23560952
  
  I am rejecting this response because:

  Thank you for your response. I appreciate the acknowledgment, but I must strongly reiterate the severity of this issue.
  
  The moving company I hired through your platform is operating without a legally required license, which is a violation of state and/or federal transportation regulations. Thumbtack facilitated this transaction, and there was no clear warning or disclosure to me, the consumer, that this provider was not legally authorized to perform the service.
  

  The burden should not fall on customers to conduct regulatory compliance checksthis is a platform responsibility, especially when the service involves regulated industries like moving and transport. This provider should not have been listed or allowed to operate on Thumbtack in the first place.
  

  I am requesting:
  A full refund of the amount I paid: $1360
  

  Written confirmation of the steps Thumbtack will take to review this providers eligibility on your platform
  

  Assurance that platform verification processes will be improved to avoid further harm to consumers
  

  I would appreciate a prompt resolution. I am prepared to escalate this complaint further to consumer protection agencies, the ******************************************* (*****), and relevant state regulators if needed.
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/14/2025

  Hi ******,
  
  Thank you for continuing to share your concerns. We understand the seriousness of your concerns and want to reiterate that Thumbtack is a neutral platform that connects customers with independent professionals.
  
  Weve carefully reviewed the points youve raised. We dont have any new information to provide beyond what our Trust & Safety team has already communicated.
  
  If you have additional questions unrelated to this matter, we encourage you to contact our support team for further assistance: ******************************************************************.
  
  We appreciate you taking the time to share your experience and wish you the best moving forward.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23560952
  
  I am rejecting this response because: I havent received any response about my concerns or regarding this matter on how this will be resolved. 

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a contractor through Thumbtack, Inc. (************************) in April 2025 for cleaning services. The contractors work was negligent and caused significant property damage to my home, along with physical harm due to extreme stress and injury exacerbation. Thumbtack removed my negative safety-related reviews of the contractor from their platform and refused to honor their Damage Guarantee policy, leaving me without proper restitution or resolution. Despite multiple attempts to communicate with both Hexagon Cleaning and Thumbtack to resolve these issues amicably, I was met with refusals and obstruction. Thumbtack, as the platform enabling the contractor, has failed in its responsibility to protect consumers and enforce its own policies. I am seeking BBB assistance to mediate this dispute, recover damages totaling $10,000+, and ensure accountability for the contractors harmful conduct and Thumbtacks inadequate response.

  Business Response

  Date: 07/08/2025

  Hello Morayo,

  Thank you for bringing this matter to our attention.
  

  We understand the concerns raised and have reviewed the situation thoroughly. Based on the information available, a resolution was offered in accordance with our policies and procedures.
  

  If you have any further questions or additional information to share, we encourage you to continue working directly with Thumbtacks Trust and Safety team.
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23560270
  
  I am rejecting this response because: It is not true that a resolution was offered and most importantly what does that have to do with deceptive practices of allowing businesses to delete their negative reviews 

  
  Sincerely,
  
  O. ****** ******

  Business Response

  Date: 07/09/2025

  Hello Morayo,
  

  Thank you for your continued feedback.
  

  Weve reviewed this matter thoroughly and do not have any additional information to provide beyond what has already been shared. If you have further questions or concerns, we encourage you to continue working directly with Thumbtacks Trust and Safety team, as they remain the best point of contact for this issue.

  We appreciate your understanding. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23560270
  
  I am rejecting this response because: I already contacted trust and safety and thumbtack is suggesting circular outreach for what reason? If they say they investigated the matter then they should be aware I already contacted Trust & Safety
  
  Sincerely,
  
  O. ****** ******

  Business Response

  Date: 07/14/2025

  Hello Morayo,
  

  Thank you for your follow-up. We do not have any additional information to provide regarding your account closure.

  If you have questions unrelated to that matter, we recommend reaching out to our Support team for further assistance: ******************************************************************.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23560270
  
  I am rejecting this response because: I can present that irrefutable.  Please see attached 
  
  Sincerely,
  
  O. ****** ******

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I chose a company to open, maintain and clean the pool weekly and I called ******************* and the person in charge is named Khiry and the phone number is ************** which was chosen through the Thumbtack app and Mr. ***** asked for a total of $750 which is $470 to open and clean the pool and $280 to clean and maintain the pool for four weeks with the condition that the full amount be paid before the service starts and indeed it was agreed that the service would start on June 17 and indeed the amount was paid but unfortunately starting from the method and way of removing and throwing the pool cover and the way of service it is clearly barbaric and very negligent and the pool was visited twice for five minutes in a hurry with the addition of two cups of chemicals. This company, represented by Mr. ******* is not punctual and is not enthusiastic or willing to do work paid for in advance. Therefore, I sent a cancellation request with this company. They refunded $570 of the original $750. Mr. ****** then refused to refund me and called me on the phone. He began to severely abuse me, yelling and using profane and vulgar language. When I sent a complaint to Thumbtack, they initially sympathized with me. They then emailed me stating that they are not responsible for this dispute and have concerns about my ability to meet their community standards. As a result, in accordance with their Code of Conduct and Terms of Use, they are closing my Thumbtack account and any associated accounts. They also stated that the decision was not taken lightly and they will not reconsider it. They have also closed all contact with them, including email and phone calls. I feel greatly wronged by Thumbtack and Mr. ***** from *******************. I want to recover my moral, ethical and financial rights from both parties, represented by the return of my account with ********************** with an apology letter, as well as a refund or all of the amount paid to *******************.

  Business Response

  Date: 07/07/2025

  Thank you for sharing your experience with us here. We recognize how frustrating it is to lose access to your account. However, we have thoroughly investigated your situation and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken. The action taken was in accordance with our Terms of Use. *******************************************.

  We wish you well as you move forward.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23549945
  
  I am rejecting this response because:

  It's not clear why my account was closed. I didn't violate any regulations or laws, and you didn't help me recover the money paid to Canary Pool, your affiliate company, which is supposed to be a reliable company that respects its customers. So, please explain why you didn't help me and closed my account. It's clear you don't want to take any responsibility.
  
  Sincerely,
  
  Ash Albro

  Business Response

  Date: 07/08/2025

  Hello Ash,

  Thank you for sharing your concerns.

  We understand how difficult it is to have your account closed. After a thorough review, the decision to close your account has been finalized and will not be reconsidered. This action was taken in line with our Terms of Use, which you can review here: *******************************************.
  

  We do not have any additional information to provide beyond what has already been shared.
  

  We appreciate your understanding.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23549945
  
  I am rejecting this response because:

  That's right, you have no additional information to provide other than to waive your responsibility to protect your customers from fraud and misleading information from companies you deal with that extort them. Unfortunately, you did not explain in detail how I overstepped my bounds with your terms of use, so please explain your reasons in brief points for the Business
  Better Bureau, not a general answer to evade your responsibility to your customers.
  
  Sincerely,
  
  Ash Albro

  Business Response

  Date: 07/09/2025

  Hello Ash,
  

  Thank you for following up.
  

  As previously mentioned, the decision to close your account was made after a thorough review and in accordance with our Terms of Use. We understand your request for more detailed information; however, we do not have any additional details to share beyond what has already been communicated.
  

  While we understand this may not be the outcome you were hoping for, this decision is final.
  

  Thank you for your understanding.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23549945
  
  I am rejecting this response because:

  There are no specific reasons for this decision and you did not protect me from the fact that ******************* did not provide a specialized service in cleaning the pool and also did not help me in recovering the amount paid in advance to Canary Pool despite providing you with a bank receipt.
  
  Sincerely,
  
  Ash Albro

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against Thumbtack, Inc.I am a verified professional who uses Thumbtack to grow my handyman business. I have been repeatedly charged for leads that turned out to be fake, inactive, or completely unresponsive. Thumbtack claims these are "real leads", but in reality, I have not received a single message or response from these so-called clients.The platform charges professionals from $20 to $40 for each lead even if the client never replies or never books a service. When I submitted a refund request, Thumbtack denied it, referring to their vague refund policy. I consider such actions dishonest.This is not an isolated case numerous reviews and complaints online confirm the same pattern: professionals are forced to pay for empty leads that have no value. It seems that Thumbtack is exploiting small businesses by creating the illusion of a useful service that in fact doesnt exist.I request that the BBB investigate Thumbtacks lead billing system, ensure transparency, and hold the company accountable for misleading and potentially predatory business practices. I also request a full refund for all invalid leads I was charged for.

  Business Response

  Date: 07/07/2025

  Thank you for coming to us here at the Better Business Bureau. We appreciate you taking the time to share this feedback. We understand how important it is to receive leads that are high-quality, and were sorry to hear about your experience.

  Thumbtack is a lead-generating platform and when you agree to use Thumbtack you are agreeing to the charges associated with connecting to potential customers, whether or not youre hired.
  
  All sales on Thumbtack are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance. If you would like to submit a lead for a refund, please do so here: ********************************************************;
  
  We can see you have been in contact with our Support team regarding these lead disputes and we recommend responding to their most recent email to move forward with a refund on these leads. Thank you! 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23549853
  
  I do not accept this response.
  I never agreed to pay for leads that dont respond. Nowhere in your system is it clearly stated that Im expected to cover the cost of empty or fake leads. This feels like a scam disguised as a service.
  Im not asking for anything unreasonable just fairness. If Im being charged, I should be getting real value.
  If this isnt resolved properly, Ill escalate the matter beyond this platform.

  
  ********* ********
  
  

  Business Response

  Date: 07/08/2025

  Hello *********,

  Thank you again for sharing your concerns. We understand how important it is to get clarity on charges that dont align with what was expected.

  The Support team is best equipped to review your account and provide the appropriate next steps. You can reach them by replying to your existing email thread, contacting ********************************* or calling ************.
  

  We appreciate your patience with this matter. 

  Customer Answer

  Date: 07/08/2025

  I appreciate the response, but this does not address my complaint at all.
  
  Redirecting me to the same support email or phone number I already contacted is not a solution. Im reporting a business practice that charges for leads without any guarantee of contact or response and provides no refund when customers dont reply.
  
  *********************** support hasnt resolved this issue, and their message here avoids the core problem. I am not satisfied with this response. I respectfully ask BBB to keep this complaint open and visible until a real resolution is provided.
  
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack "pro" application seems to be a predatory business model that charges strange random fees for "leads" to contractors. I have received hundreds of leads all charged to high prices of 70 dollars for a month and many of them were random and not real projects. for example they supplied a "lead" to a deck project listed as "new construction" then when I arrived on site it was a already constructed deck that was non code compliant which is an entirely different job. the customer was also not interested in hiring a professional but merely was using contractors to get counter offers for their already selected professional who had already drawn plans. thumbtack would regularly bill my account and they never ever once emailed me invoices showing charges it was very subtle.

  Business Response

  Date: 07/01/2025

  Hi ****,
  

  We appreciate you taking the time to share this feedback. We understand how important it is to receive leads that match the type of work you do, and were sorry to hear about your experience.
  

  If you havent already, we recommend reaching out to our support team directly so they can review your account, walk you through the charges, and help you report any leads that didnt meet your expectations. Theyre best equipped to work with you on this. You can contact them at ******************************** or by calling ************.

  Thanks again for bringing this to our attention