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:08/18/2022

  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.

  * joined thumbtack as a pro makeup artist. It was suggested to me by my friend who is also an artist. Thumbtack charges you per client. Whether you get booked or not. They allow you to chose a certain amount or money in which you will allow as the highest amount per client, however, it i isn't under 9 or **** per client and for any amount you chose that is on the "lower end", it will tell you that it is less competitive than other pros, so youre stuck. Even when you apply your preferences, you still get charged IMMEDIATELY after someone reaches out to you. The clients will go and SCOUT and look around for other pros, while contacting you too, not knowing you were already charged. Even if you do NOT get the client, you will be charged. Thumbtack expects you to GAIN the client as much as you can, but when you are getting clients who may not like your prices, you end up speaking to yourself on the application and still being charged.To me, it's just a scam. They charge everyone for the leads they receive. The more leads pros get, the more money thumbtack makes, even if the pros do not get the client. That is a scam. And NONE of the clients know that when they reach out they are being charged. I have told clients I have had, and they were surprised and said they wish they knew so they wouldn't have written to other clients. Its not fair at all.I can understand having to get a fee from pros for the help with clients, but not where EVERY SINGLE CLIENT you get charged regardless booked or not. They will refund if it was SIGNIFICANTLY different than your preferences. Other than that, it's rare. And the refund, get this, it doesn't go back to your debit card. It goes to THEIR APPLICATION WHERE YOU ARE FORCED TO USE IT ON THUMBTACK.This application would've been nice, but too many fees for nothing. I think it's a scam, its not worth it. I would avoid using this application. They are hustlers and don't genuinely care if you get clients or not. They just want money.

  Business Response

  Date: 08/25/2022

  We appreciate you reaching out here on the Better Business Bureau, ********. We do value your business on Thumbtack and want all pros to find success on the app. As you're aware, we are a lead-generating platform. Customers who have projects or jobs that match your targeting preferences can reach out to you to learn more about working with your business. When this happens, you are charged a lead fee. You're paying for the value of being connected with a potential customer whether or not you're hired. It might help to think of Thumbtack the way youd think of traditional advertising like a billboard. Every person who sees the billboard wont automatically become a customer, but several will. Youve invested in Thumbtack to get your business in front of potential customers, and a lead comes in whenever a client is interested in working with you or when it matches your preference. 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 ever find that a customers request does not match your account preferences, if you quoted on the same customers project twice, or if a customer request violates our Terms of Use, we will review the situation. In these cases we may add credit to your account for the cost of that contact. You can read more about our refund policy here: https://help.thumbtack.com/article/refund-policy. We hope this info helps you move forward and be successful on Thumbtack. 

• Initial Complaint

  Date:08/17/2022

  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.

  Ive been with thumbtack for 15 months and have really relied on them to help me grow my business. Before last week they were doing very well. I find out today that my account has been deactivated for some unknown reason and has been deactivated for a week. I have been away trying to rest after working so hard that i finally was able to take a short break. Today part of the busiest of seasons here, I took the time to call in and ask for help with this. The lady that answered was kind and tried to help, she told me I cannot tell you why your account has been closed due to security reasons, this made absolutely no sense whatsoever, i have not done anything wrong to deserve having 95% of how i find business taken from me. I felt sick to my stomach and tried desperately pleading with her to please help or to ask a supervisor to help me or something to resolve this. Unfortunately she kept giving me the same line and telling me she couldnt help. She hung up on me. All day i thought i could try to call the number again. Nothing would happen until about 6pm when i finally get a text back from the long wait line for customer support that they offer. A new person explained that my name and likeness had been used in someone elses business profile (poppys drain solutions and cleaning) and they seemingly broke the terms of the agreement. It seemed like i finally gotten an answer of some sort at this point as to what happened but the worst of it was I have never heard of this other company or had any relation to it. A while went by and she kept giving me the answer of basically we understand that this impact does not come lightly i finally said to her that i think my personal info may have been used to create this profile without my knowledge. She said she would appeal this situation. All Im asking for is my hardly worked on profile to be given back. I have followed all terms through and through for the past 15months and someone does something i had no idea about.

  Business Response

  Date: 08/25/2022

  Thank you for reaching out here on the Better Business Bureau. After reviewing your account, we will not be able to reinstate your standing. We wish you the best of luck moving forward.

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17732472
  
  I am rejecting this response because:

  This is an unacceptable response. Give me back my account and release my name from those other falsely made accounts. My name and likeness were stolen by a previous employer and he campaigned as me. This is not fair to me.  You have to launch some sort of investigation into this and now you are deleting me and my personal likeness because of something i did not do. Im asking better business bureau to handle this matter. There needs to be a stringent review process here in lieu of the fact that i didnt create any other account on my own behalf. Thumbtack is continuously giving me a terrible response and not giving me a single chance to continue. I dont deserve this. After around 15 months of use of thumbtack, i have spent thousands of dollars with them and they dont even give me the time of day now all of a sudden. They even have blocked my number on their automated system. I need a special investigation in regards to this. This needs to end now, i want my accounts back or the tens of thousands i have spent  

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

  Business Response

  Date: 09/01/2022

  Hi ******, thank you for your follow-up response. Unfortunately we do not have any new information to share, your removal has been reviewed by our team several times and will not be reconsidered. We want to wish you and your business well as you move forward. 

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17732472
  
  I am rejecting this response because:I am not the cause of all this issue and I should not be punished for it. Reinstate my profile and give me back what was wrongfully terminated. I will continue to fight this until you make this right
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/17/2022

  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 activated my profile with thumbtack and put a weekly budget usd 85 where I increase if I get jobs so I can pay for the leads. Suddenly Thumbtack charged me ******* and said its an opportunity price and didnt ask for my authorization. I deactivated my account and until I get my refund I.m not gonna use thumbtack anymore. Its abusive prices for who is looking for jobs besides that they dont refund most of the leads you pay and dont get hired. I lost already around usd 200 since I activated and I also suggested to refund 75% if not hired. I indicated to a friend once and he lost usd 50 and didnt get hired and lost the money and cause of that I no longer indicated thumbtack to anyone.

  Business Response

  Date: 08/24/2022

  We appreciate you reaching out here again, *******. We did inform you on the differences between direct leads and opportunities. With opportunities, those are leads where you reach out to the customer and if they respond, you are charged the price for that lead. You willingly reached out to that lead and it shows you before you reach out what the price of the lead will be. You can read more about that here: https://help.thumbtack.com/article/pay-for-leads. These are not tied to your weekly budget, as these are different from direct leads. With your direct leads, we will never send you leads that exceed your weekly budget. 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. so we will not be able to refund you for this. We hope this info helps you move forward.  

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17727722
  
  I am rejecting this response because I didnt authorize the charge!! Thanks 
  
  Sincerely,
  
  ******* *************************

  Business Response

  Date: 08/30/2022

  Thank you for reaching out to the Better Business Bureau again. When reaching out to an Opportunity type lead on your Thumbtack account, as you did, you are agreeing to the charges of that lead. You can read more about this here https://help.thumbtack.com/article/opportunities and here https://www.thumbtack.com/terms/. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17727722
  
  I am rejecting this response because you put hidden price otherwise I would never accept. If you check the leads I agreed all of them are no more than usd *****. Next time you gonna hide usd **** and say that I agreed without even show the amount or establish what I *** able to pay
  
  Sincerely,
  
  ******* *************************

• Initial Complaint

  Date:08/16/2022

  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've asked them to remove my account with them. I've sent them message after message 2 days in a row I'm tired of getting emails from them about job posting I don't care. I want my account removed I want to stop receiving emails and feeling harassed everytime check my email it's flooded with messages om so sick of it!!!!! I'm so freaking tired of them and this bs and it won't stop I've got 100s of emails today. My next action is hoping to be legal.

  Business Response

  Date: 08/23/2022

  Thank you for reaching out on the Better Business Bureau about your account. It looks like your account is currently closed and you have been unsubscribed to all notifications. 

• Initial Complaint

  Date:08/12/2022

  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 am a contractor and signed up with Thumbtack for business leads. Many contractors complain about this identical problem but I don't know if any have filed a complaint with the BBB. We are charged good money for these leads, whether or not we are hired, which is fair enough. The problem arises when a potential lead never returns multiple attempts to contact them, and services like Thumbtack refuse to ***** a refund, even though they state in the denial we only pay for customers who contact us. This opens the door to fraud, as they can create phantom leads and charge contractors for them. It appears very scammy. This was a recent refund request denial about a customer who never returned four attempts at contact:"Thumbtack We took a look at the charge.It looks like the charge for the lead, *******************, is not eligible for a refund under our policy.Thumbtack gets your business in front of customers for free. You only pay for customers who contact you to learn more about working with you. For more information, see what you pay for on Thumbtack.We appreciate the information you submitted and will consider all feedback when planning future updates to our refund policy. The Thumbtack Team

  Business Response

  Date: 08/19/2022

  Thank you for reaching out to the Better Business Bureau, ******. We definitely understand the frustration in not getting hired. As you're aware, we are a lead-generating platform. Customers who have projects or jobs that match your targeting preferences that you entered into your account can reach out to you to learn more about working with your business. When this happens, you are charged a lead fee. You're paying for the value of being connected with a potential customer whether or not you're 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 ever find that a customers request does not match your account preferences, if you quoted on the same customers project twice, or if a customer request violates our Terms of Use, we will review the situation. In these cases we may add credit to your account for the cost of that contact. You can read more about our refund policy here: https://help.thumbtack.com/article/refund-policy. We also greatly respect the pros that use Thumbtack and we don't allow fake leads on the platform. All leads on Thumbtack go through a verification process and we don't allow fake leads on the site. If you ever come across a suspicious lead, please report it to us right away by following this information: https://help.thumbtack.com/article/reporting-suspicious-activity. We'll look into the situation and take appropriate action as needed.

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17707860
  
  I am rejecting this response because: It is a non-responsive answer that did not address my concern. The answer actually SUPPORTS my complaint that contractors should NOT be charged for a so-called "lead" where the customer NEVER responds. ********************** wrote: " Customers who have projects or jobs that match your targeting preferences that you entered into your account can reach out to you to learn more about working with your business. When this happens, you are charged a lead fee. You're paying for the value of being connected with a potential customer whether or not you're hired." My complaint to the BBB had nothing to do with not being hired. I accept the fact that some customers who contact me will eventually choose another contractor. My complaint is about those customers who NEVER contact me in the the first place, despite a standard four attempts on my part to connect with them. In that case Thumbtack is STILL charging contractors a fee and REFUSES to refund that fee. 

  NOTE that Thumbtack said customers can reach out to contractors, and when this happens, you are charged for that lead. What was left unsaid is what happens when a customer does NOT reach out to a contractor. We should NOT be charged for that so-called "lead" then. Because that "connection" with the customer NEVER HAPPENS because the customer NEVER responded, then the contractor should not be charged a fee. THAT is the issue that Thumbtack refuses to address, and is a major reason why it and other similar services have such a high contractor turnover. If Thumbtack ignores this complaint and refuses to issue refunds where a customer NEVER responds to multiple attempts at contact, then I too will be quitting its service. 

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

  Business Response

  Date: 08/30/2022

  Hi ***, we're sorry to hear you didn't receive the resolution you were looking for when originally submitting your complaint. We'll pass along this feedback about refunds to our team, as we're always working on improving the pro experience. As for leads, you are charged whether or not the customer decided to hire you, which could simply mean they did not respond to you. This is why we also provide the customer's phone number, so you can reach them multiple ways. We also understand the Thumbtack might not be the best tool for every business model. We do appreciate this feedback though and wish you all the best moving forward. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17707860
  
  I am rejecting this response because: Thumbtack is a scam, just like *****'s Leads. They send contractors fake leads. They say the verify leads but they cannot possibly be doing that with all the non responsive leads I have received. They are also liars because on the one hand they tell you that they charge contractors even if the homeowner does not respond, yet in the email Thumbtack sent me, they say I am only charged if the customer responds. See here: 
  We took a look at the charge.
  It looks like the charge for the lead, *********************, is not eligible for a refund under our policy.
  Thumbtack gets your business in front of customers for free. You only pay for customers who contact you to learn more about working with you. For more information, see what you pay for on Thumbtack.
  We appreciate the information you submitted and will consider all feedback when planning future updates to our refund policy.
  The Thumbtack Team
  
  So they are arbitrarily rejecting my refund claim even though they say I only pay if the customer responds. ********************** needs to get its act together if it wants to survive as a business. I will no longer be using Thumbtack for my business. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/10/2022

  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 put out a project request to complete my IKEA cabinets and was contacted by a handyman on Thumbtack. After seeing they had some good reviews, I went ahead and moved forward with them to discuss the details of the project, as he wanted to in my inbox. He sent me a docusign contract indicating he would complete these tasks for a projected $800, or $400 per day. I went ahead with this agreement, as this seemed reasonable, especially given his reviews.What I received was completely wrong and, frankly, life-threatening. I had to actually hire someone else to come and literally redo everything he did. First and foremost, the life-threatening part. He asked me what I wanted to do with a loose wire that had connected to a disposal. I said he could cap it and put it in the wall if he had to. But he didn't separate the wires and only electric taped them together...NEXT TO A SINK PIPE (he also lied about capping it in text). This put me and my family in danger and could've started a serious fire! He also didn't use the included IKEA parts to put my cabinets together, resulting in insecure cabinets. Third, he didn't level anything, so my other contractor had to reinstall everything. Fourth, toekick was installed wrong and was coming off by the time he left. Its supposed to go under the cabinet. Fifth, he didnt actually install the dishwasher. I didnt know about the unleveled cabinets (I didnt have a level) and didnt know about the uncapped wire, so I ended up paying. I had to hire someone to redo everything, and the Thumbtack contractor lied to me about capping the wire. I requested a full refund plus the amount I had to pay a contractor to redo everything. When I contacted Thumbtack, they assured me they would help me get compensated. However, what they actually did was side with contractor, telling me they disagreed with my experience and completed the job as agreed. I didn't know Thumbtack agrees that someone should create a fire hazard in my home.

  Business Response

  Date: 08/19/2022

  *******, we appreciate you alerting us of these concerns on the Better Business Bureau. We are also very sorry to hear that you project did not go as planned with the service provider you hired. We have looked into your Thumbtack account and we found that you are currently working with our Trust and Safety team to resolve this concern. Please continue to reach out in that email thread for more information and next steps. 

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17700960
  
  I am rejecting this response because:

   

  Your Trust and Safety team is stonewalling me. They told me that the contractor license # I supplied for the contractor who had to redo the installation didn't exist. I looked it up and found it in 2 seconds! Anyways, why does that matter? All I'm asking for is for you to honor your guarantee to reimburse me for the damage your contractor caused. Instead, you're stonewalling me! This is unacceptable, and I'm honestly ready to go public with my story. It's insane to me how a platform is circling the wagons like this, risking their reputation over $1,000. I will keep telling my story loud and far, and will continue to make complaints to the consumer protection bureau, as well. A guarantee is a guarantee, and you need to honor it, or I will escalate. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/30/2022

  We're sorry to hear your issues have not yet been resolved with the pro you hired. Our Trust and Safety team has been working with you to reach a resolution through a tool called **********, however, you have denied to move forward with that. At this time, that is the only course of action our Trust and Safety team can assist with. If you have further questions, please reach out to them on your email thread. 

• Initial Complaint

  Date:08/09/2022

  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 hired "Pros" to assemble/install a closet system & to hang cabinets in our laundry room. They damaged the items, improperly installed them, & damaged my property. It took MONTHS to get Thumbtack to proply address this. FINALLY after months of very frustrating back n forth, they finally agreed to refund me. They used a company called checkbook.io to issue the refund, however when I went to that company through the email I was sent, there were 3 options to collect the refund:1, direct deposit 2, print and deposit 3, have it mailed. I first selected the direct deposit option, but after following the directions on that option there was NO submit button. I was very frustrated as I'd already waited months for this to be resolved. It simply had No way to submit the direct deposit request. So I then opted to save the check PDF & print it. I went to print and no matter what I tried, it would NOT print the back part of where I'm meant to endorce the check. I reached out to the man in charge of my case (*******). He instructed me to contact the support for the check issuing company, which I've done SEVERAL times and NEVER a response! It's been over a week. When I reach out to Thumbtack they either ignor my requests or continue to state that I should contact the check company- who I've REPEATEDLY explained to them ISN'T RESPONDING, then they say I need to wait for the guy on my case to return from Vacation! Thumbtack refuses to address this, leaving me unable to access the refund they DID FINALLY approve! Their TEXT/ EMAIL/ PHONE support team all keep telling me to be patient & continue waiting! I'M DONE! They are clearly not following their "Trust and Safty" guarantee when they A- Make you jump through A THOUSAND hoops REPEATEDLY & then when they finally do issue the refund, give you NO WAY to access it! The options they give also have an expiration date & limit. So I'm not able to gain access to the direct deposit option again or have payment mailed.

  Business Response

  Date: 08/18/2022

  Hi *******, thank you for bringing these concerns to our attention and taking the time to share feedback about your experience on Thumbtack and with our Trust and Safety Team. We were able to locate your case and see that since you submitted this complaint, you've been back in touch with the Trust and Safety Specialist assigned to your case. After reviewing your most recent email updates, it appears you're waiting for the funds to clear. Please continue work with our team, and letting them know if the deposit was successful. We can see that you emailed our team yesterday, you can expect a response today or tomorrow regarding your case. We hope that the deposit was successful and that you're able to move forward from these concerns. 

• Initial Complaint

  Date:08/09/2022

  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.

  *************************** was hired on September 16th to build a patio for me. The agreed amount was 5,000$ plus supplies. ****** was given half the labor fee up front. Spent the 5000$ on crushed stone, stone slabs and other materials. Once money was spent he was then slow to begin any work. Giving excuses of other jobs going long, complaints of drs appointments, rain, vehicle accident etc which I was understanding of. However the weeks of delays became months of seeing no work done, work done incompetently, and showing up at very odd hours to do very little work, texting in the middle of the night. He then after realizing he did not purchase enough, began to futher ask for additional moneys for more supplies. After spending over 10,000$ and this project going deep into the winter months getting no assistance with Thumbtacks customer service ***** I then discovered multiple felony convictions against *************************** for drug use. As Thumbtack is a company who completes background checks and matches workers with jobs in the area I had assumed they conducted a background check on this worker. After Inquiring about the failing of a background check and pointing out multiple negative reviews they offered a 1,000$ refund only if I sign a contract waiving them from all liability.

  Business Response

  Date: 08/18/2022

  Hi ****, we're sorry to hear about the outcome of your project, and appreciate you involving our team so that we can work together to take appropriate action and help resolve these concerns. We understand you're presently working with both our Trust and Safety and legal team. We encourage you to remain in communication with them, in an effort to exhaust the processes we have in place for these types of situations. Please refer to our team's email from August 10th, and respond directly with any additional questions, concerns, or updates. 

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17692534
  
  I am rejecting this response because:

   

  That is false, after months of awaiting a solution regarding that falsification of the workers background check. *** just recently received a letter from their legal department stating they are not liable for their issue and the attached letter completely fails to respond to the concerning issue. That is exactly why Ive begun pursuing the BBBs involvement. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/30/2022

  While we appreciate you reaching back out here, we are unable to take action through the Better Business Bureau. If you would like to continue discussing this issue, you will need to respond to our Trust and Safety team's email or respond to our legal team's outreach. 

• Initial Complaint

  Date:08/08/2022

  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.

  As a contractor I used Thumbtack for job leads and have used them for several years Ive had a few issues with them from time to time most often being that I cant ever get in contact with them they want to email constantly or text they want no real contact with People who use the service, and they certainly dont want to be held responsible for things that happen such as the painfully obvious fact that they have no consideration or protections for their contractors I have been taken advantage of several times through this site where I have completed full projects and was never paid only to be told that theres nothing they could do and I never hear from them again this last time however took the cake my business was shut down and my name tarnished because this site didnt want to investigate or help me get to the bottom of a problem with a customer she broke into my truck stole my tools allowed her dog to attack me and then to make matters worse wrote a bad review on my company which ultimately got me blacklisted but I cant get a simple phone call or a conversation from anyone to figure out whats happening or why this happened why my story my side of things was just completely ignored This person ruined my business I am out of a job right now because of this person but Thumbtack doesnt care they are a horrible company and I beg anyone I come in contact with dont use Thumbtack

  Business Response

  Date: 08/16/2022

  We appreciate you detailing your concerns here on the Better Business Bureau. After reviewing your account and incidents with customers you have found through Thumbtack, we have made the decision to permanently remove your account. This decision is final and will not be reversed. While you may no longer use Thumbtack, we wish you the best moving forward. 

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17686752
  
  I am rejecting this response because: this is the same surface level cookie-cutter response I have received from this business regarding the matter and question, I have yet to receive a legitimate response from anyone, I have reached out to my local news net work and will be contacting an attorney, I have yet to hear from this business on how they expect to make things right, I was removed from their website after someone made a claim against me however there was no validity to their claims instead of getting my side of the story contacting me or trying to figure out anything this business instead shut down my profile causing me to lose hundreds of dollars in work not to mention the sole reason we are here in this situation is because I was robbed by a customer that uses your website her dog attacked me I have yet to receive a phone call from anyone at Thumbtack instead I have been ignored and pushed away because they simply do not care how is it even legal to allow this c*** to happen how do you people endorse crooks? I was attacked by a customer and you guys have the audacity to make it out to be my fault to try to push it under the rug to make it go away like it never happened well thats not the case I will not stop your responses are ridiculous and address nothing I demand to talk to someone instead of getting some cookie-cutter bull c*** response that has no depth at all to it, what does it say about you when you allow people to do the things they do yet you still let them use your website to rob people c contractors etc. you people are pathetic you have cost me so much money so much time than I am now seeking mental health treatments because of you people Ill be sure to let my attorney know that as well I demand a legitimate response with some real solutions here or we will have some real problems I do not like being pushed away like I dont matter
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/22/2022

  While we understand that you do not agree with this decision, your account will remain closed. This decision is final and will not be reversed. While you may no longer use Thumbtack, we wish you the best moving forward.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17686752
  
  I am rejecting this response because: you havent offered a resolution at any step in all this its pretty pathetic how you operate this business As a customer using this platform I demand some answers I demand some resolutions not just Im s*** out of luck thats not how this works so someone give me something other than your copy and paste ******** answer OK thank you
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/04/2022

  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.

  I hired a contractor on thumbtack app.Mr solutions was his company name, I hired to redo some floors in my home I did a contract for that job everything went fine do I thought I hire him to redo my facial and soffit around the home we had no contract as we disagreed on on price,he sent one person out to do the demo as he was pulling everything down he damage all the drip edge Realy bad and tore some of the roof decking up hes telling thumbtack I owe him money for doing the demo but we didnt even agree to the terms of the job why did he start it ******* has never been to the job site not once I got about **** in damage to my new roof!as for thumbtack they told me they are just the platform to hire poeple on they offer no insurance to the customer no mention of how the job turns out ! Now I have damage roof and the contractor wants me to pay him money no way

  Business Response

  Date: 08/10/2022

  We appreciate you reaching out here on the Better Business Bureau. We see that you have been working with our Trust and Safety team regarding your dispute with the pro you hired. If you have further questions or concerns, you will need to reach out to them as they are the only team that can work with you towards a resolution here. Please see their last email to you on 8/10/2022.