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:08/04/2022

  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.

  $219 is the amount they stole from me. And shame on me because this is not the first time. (They refuse to refund the monies that I deposited with them April/May 2022 in order to seek lead "opportunities" which they would then not process without additionally having my credit card on file.) When I listed my credit card information they immediately began charging my card for leads that I did not request and could not use. What a shame as the business model could be a perfect match to fill in small jobs between larger projects found elsewhere. And, it is now impossible to actually speak with a live person at Thumbtack. They only actually have real voice conversations with "select" Pros. Now, they only monkey-speak, i.e., "reach out" via on-line chats. Don't waste your time, which cost me far more than the actual dollars lost. These guys are either ignorant of the market they profess to serve, or are intentional fraudsters. They have no interest in fairness regardless of their constant monkey-speak corporate responses. (Of the hundreds of complaints listed below, has anyone actually received a cash refund from Thumbtack of monies that they had on deposit?) Of course not! Don't waste you time. These guys are dishonest by design.

  Business Response

  Date: 08/10/2022

  Hi *** thank you for reaching out to the Better Business Bureau. We understand you have concerns with lead pricing and our refund policy. We greatly respect the pros that use Thumbtack and we want everyone to find value in the leads they're receiving. 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. As for lead pricing, that can vary based on market factors, as well as the type of job, size of the job, location of the job, how many pros are providing that service in your area and the job value. Also, 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. 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17671528
  
  I am rejecting this response because: I had an $80 credit on file with Thumbtack (when they sold me a "Junk" lead and finally agreed to "Refund" my money.  I wanted to purchase a lead that would be more than $80 and was told by a Thumbtack representative that I would need to have a credit card on file, or I would need a larger credit amount on file.  Having lost money to "automatic" charges by Thumbtack in the past, I elected to increase my deposit by $25 to cover the expected lead charge.  Thumbtack rejected this attempt stating that I needed to deposit at least a minimum of $150, which I did.  When I attempted to purchase the more expensive lead, Thumbtack rejected my request stating that I needed to have a credit card on file in order to purchase any lead.  Extremely misleading.  Also, if a "customer" seeks a vendor, ********************** should inform the customer that the vendor will be charged for the lead.  Otherwise the customer has no motivation to be fully fair and honest with the information they use in searching for a vendor.  I use Porch, Thumbtack, BuildZoom and others for construction leads.  The Thumbtack platform appears intentionally designed to mislead.  For instance, since when is having a credit balance equal to making a purchase?  If hundreds of contractors have made the same "mistake" that I did...maybe its not the contractor/vendor that's making the mistake.  Maybe the lost deposits (not sales) are unfairly retained by Thumbtack by design.  Let's review the past thousands of BBB complaints and see if they have failed to be satisfied as well.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/30/2022

  Thanks for reaching back out here, *** We understand that you are trying to purchase a lead without a credit card on file. You should be able to do this, however, the lead will need to fall within the amount of credit you have on your account. It sounds like you are trying to do this, but it's not working. Can you please report this to our team here: https://www.thumbtack.com/bug-report. 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17671528
  
  I am rejecting this response because:  Not only does your system not allow me to buy an "opportunity" lead with no credit card on file (even though I pre-deposited three times the amount of the expected lead cost), but you fraudulently refer to my pre-deposit as a "purchase" and refuse to refund it.  In reading other BBB complaints about Thumbtack, apparently thousands of other pros have heard the same garbage response from you.  When you get a complaint you should own it until it's fixed.  I'm contacting a good class-action attorney down the block from you to get their opinion on what my next steps should be.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/12/2022

  We're sorry to hear about your experience on Thumbtack. We can see there is confusion on how Thumbtack works and why you were being charged for leads. If you would like to more clarification, we are happy to help: https://help.thumbtack.com/contact-thumbtack. Otherwise, we wish you the best of luck moving forward. 

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service 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 recently been made aware that I did not in fact violate any of Thumbtack terms of service and request that my account be reactivated.I worked as a service provider who advertised my services on Thumbtack. One day, they arbitrarily decided to deactivate my account, citing "one of the messages you sent in response to a pro about a request" was flagged by their internal system. They would not tell me which message or why, but I assume it was due to my request for a **** massage. **** massages are very common, not derogatory or sexual in nature, and my request does not demonstrate any sort of aberrant behavior, abuse of the system or harassment of service providers. Therefore, my request was in fact not a violation of Thumbtack terms of service. Profile: https://www.thumbtack.com/-***********-**/service/2665085 Furthermore, even if for some reason my innocent inquiry regarding a **** massage had in fact been in violation of their terms of service (it was not), then I should have been made aware of the infraction and given a warning not to do it again, and only after a subsequent violation, should be permanently banned. This is standard practice with websites in this industry, arbitrarily banning without even so much as providing an explanation is absolutely not standard practice.

  Business Response

  Date: 08/10/2022

  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. 

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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.

  We hired ****************************** from A&L Innovations Remodeling on a website called Thumbtack on 7/8. Initially the project was $12,000. The work would included all materials except fixtures. The job was for demo kitchen floor, small bathroom, and dining room. He would then add new floor tile. He would also sand and repaint the kitchen cabinet, add hardware, add backsplash, and add granite countertops. He was also going to retile the master bathroom shower and tile around bathtub area.I then call **** the next day to demo and the remainder of 1st floor and add tile. This would include tile around the chimney. We verbally agreed on the price of $3,000 for the add on. He was also going to replace a bathtub for me and add faucet. This would increase our total to $15,000.I later decided to add demo and replace the tile in both bathrooms upstairs. He also would replace all bathroom and kitchen fixtures. He quoted me $3250 for the job. This would increase my total cost to $18,250.I had one last additional for ****. He never complained about the add ons and still promised the 7/22 completion date. I asked him to demo and retile the guest bathroom also known as kids bathroom. The quote was $2500. This would bring my total to $20,750.During the entire remodel, **** refused to provide receipts for any materials. He also refused to provide an itemized invoice showing the entire scope of the project. When he was confronted about lack of work and proof of hours/receipts he packed his tools 7/20/2022 and refused to come back 7/21/2022 without us paying him $1,750. I dont have a detailed contract but do have text messages detailing the job specifics of which he did almost zero work. I also have amount paid to him and his confirmation of payments. I have video and pictures of my house with time stamp of 7/21 to show how trashed my house was when he was fired 7/21.Please help me recover my money back. Thumbtack refuses to accept any responsibility for the disaster.

  Business Response

  Date: 08/10/2022

  We really appreciate you taking the time to detail this experience on the Better Business Bureau. We understand you have concerns with the pro you hired and your ongoing incident with them. Our Trust and Safety team has been working with you to reach a resolution here, but you will need to participate in our resolution option of ********** to move forward with this. If you have further questions about this, please respond to your Trust and Safety specialist who emailed you on 8/10/2022. 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17667763
  
  I am rejecting this response because:

  ********** is optional and not done in a public court setting. I hire a contractor under false pretenses on the Thumbtack website and the contractor destroyed my house and took $15,500. Thumbtack also deleted my customer review without any justification. The contractor is a fraud and has many fake reviews on their website. I am unable to serve small claims paperwork to **** because Thumbtack does not have a correct address on file. Also, the original dispute expired and I should have been awarded monetary compensation. Thumbtack lies about their Thumbtack Guarantee and Property Damage Policy to not pay for their contractors mistakes or accept liability. I will be suing both Thumbtack and ****.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2022

  Thank you for reaching out here again. If you have further questions or concerns about your dispute with the pro you hired, you will need to reach out to the Trust and Safety specialist you have been working with. 

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17667763
  
  I am rejecting this response because: I am unable to locate Thumbtacks contractor ******************************. I demand Thumbtack compensate me for my damages. They also unethically deleted my review and did not provide a reason why. I am suing both Thumbtack and *******************************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2022

  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 contacted thumbtack for a service and received rude responses, subpar service and paid more than twice as much as the Written quote given prior to service. I reached out to thumbtack to have waterborne added to supply a line to another sink. The pipes look to be cut and pieced together and not ready for ********* to be used. I reached out to the contractor to address and he was rude in his response. I thought that thumbtack vetted and would recommend reputable pros to complete job. As it stands, job subpar/ incomplete, the contractor was so rude. I'm afraid to leave a review or ask him to come and address. I want a refund. I have the original quote, my question to him and his super rude response. Of course I have pics of his work. I have to hire someone to fix.

  Business Response

  Date: 08/10/2022

  *******, thank you for reaching out to the Better Business Bureau about your experience with the pro you hired. We definitely want to help look into this as this sounds concerning and we have high standards for all pros that use Thumbtack. We see that you did speak with someone on our Support team, but you decided not to pursue it further. For us to help you reach a resolution here, you will need to report this to our Trust and Safety team here: https://www.thumbtack.com/admin/users/user?usr_user_pk=******************. They will reach out to you within 3-5 business days with next steps. 

• Initial Complaint

  Date:08/02/2022

  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 is using bad practice in over charging for leads, they don't offer costumer service only robot answer via txt, you can't explain what happened, they are getting a lot of business from ****** area where people request a lot of cleaning service, biggest problem is that people request those services and change their minds, the cleaners in this case get to pay the fee of $80 dollars bellow for no business in fee.Thumbtack.inc have to change they way to charge or lower they fee so isn't a lot of loss in case costumer change their minds, in which happens all the times.they way to give people option to compare is unfair, for instance they pay $80 fee to Thumbtack and charge $100 for an apartment 2 bedroom typically cost, who is winning? We have several friends using Thumbtack and they complain all the time about they fees, they seem not to mind in pay if they really get the work, but if client cancel or change their minds it become a expense to the cleaner, in which has they on expenses already

  Business Response

  Date: 08/10/2022

  We really appreciate you reaching out here on the Better Business Bureau addressing your concerns with Thumbtack, our Support team, the leads you're receiving and our refund policy. We really appreciate your business with Thumbtack and your account shows that you are a valued pro on the site. We are here to help answer any questions and provide information on our policies to help you be successful on the site. 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.As for the Thumbtack Support, we do see that you were able to connect with an agent via email and they explained our refund polices and these charges. We hope the information they provided you with helped. 

• Initial Complaint

  Date:08/01/2022

  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.

  First, I did make multiple accounts on Thumbtack to ask for projects but that does not give ***********************, personal trainer to call me a scammer and I used abusive behavior. I, in no way scammed ****. How can I scam a person that I never talked in person or emailed? He told me that he would call me after he returned from vacation. I called him on it and he then turned on by threatening me, flagging my account and calling me a scammer. This is defamation of character since it is a lie. Thumbtack deleted my reviews of this person but I am asking that *************************** account also be deleted.

  Business Response

  Date: 08/09/2022

  We're so sorry to hear about this experience on Thumbtack, and we appreciate you bringing it to our attention on the Better Business Bureau. If you would like to alert our Trust and Safety team of the concerns with this pro, please report it here: https://help.thumbtack.com/report-a-concern. 

• Initial Complaint

  Date:07/27/2022

  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.

  On 03/23/2022 I decided to do business with this company after speaking to a representative named ****** for over a month. The reason why I continued to speak to ****** before I made a decision was to make sure that I had a full understanding of how things worked and to make sure that this company was trust worthy. Foolishly I signed up for their services on 3/23/2022 and was told not to worry my account features were set up so I wouldnt be charged for leads that I did not open or use. I never touched the account since then and a few days ago I got a notification from my *********** card saying that my card was being charged $23 and immediately I knew something was wrong. I checked my Thumbtack Pro account and realized that they had stolen all of my money and charged me for leads that were never opened and the best part is my account was never active to be online. I attempted to call thumbtack again to get this resolved and realized that after you pay them your money, you no longer are important enough to speak to anyone by the phone. So after they robbed my account the only option I have is to argue with bots and chat. These people are straight crooks and beyond scandalous. Their business practices are beyond unethical and I got completely scammed by them. I want my full $300 that I paid for a service that I never got a chance to use before these crooks robbed my account. I dont want my account fixed or adjusted, I just want what I paid them to be refunded to my original payment method and never have anything to do with these kind of people. This is so disgusting to do this to people that are looking to expand their business. Im not going to stop spreading the bad news about this company because the public needs to know about these corporate crooks so everyone can make an informed decision before doing business with a company like this. My email that was used when I signed up with them was **********************

  Business Response

  Date: 08/03/2022

  We really appreciate you reaching out here on the Better Business Bureau addressing your concerns with Thumbtack, our Support team, the leads you're receiving and our refund policy. 
  We really appreciate your business with Thumbtack and your account shows that you are a valued pro on the site. We are here to help answer any questions and provide information on our policies to help you be successful on the site. We would like to provide more information on how Thumbtack works and why you were charged for these leads. Thumbtack is a lead-generating platform. When you signup on Thumbtack, you input your payment details along with your targeting preferences, which tell us what you do and areas you service. When a customer's project details match your targeting preferences, they can reach out to you to learn more about working with you. When they reach out, that is considered a lead and you're charged for that. We get your business in front of customers and it is up to you to turn that lead into a hired job. You're paying for the value of being connected with a potential customer whether or not you're hired. That being said, 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.
  As for the Thumbtack Support, we do see that you were able to connect with a member of our Support team about your concerns. We hope this information helps you move forward on Thumbtack.  

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Made a deposit for $150 for Thumbtack about May 2022 1) They refuse to take my ******** Drivers License as verification 2) They refuse to use my ***************** PI License as additional verification 3) They refuse to refund the deposit since they refuse to verify my information I am perfectly fine with not using the platform, but I am not fine with them keeping a deposit when no service was rendered.

  Customer Answer

  Date: 07/27/2022

  ********,

   

  They have returned my deposit, this complaint can be closed.

   

  Sincerely, 

   

  ************************* | Principal 

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

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

  ************ 

  720 *********** First Floor #**

  ***********, ** 64**5

  www.taylorpayton.com 

• Initial Complaint

  Date:07/26/2022

  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 have been a pro member of Thumbtack since Mid June. After spending hours setting up my profile and getting past customer to leave reviews, etc. I purchased a starter package for $150. I began to get "direct leads" most marked as "perfect match". Many of these matches wanted me to provide alcoholic beverages and or drop of meals to their address. Both things started in my profile that I cannot legally provide. I also was in contact with numerous others whom neve viewed or responded to my contact that was within the day they reached out for information. I had one customer who was in contact weeks before an event, but then decided not to respond until less than 48 hours before the event which I could not plan and execute that event in such short notice. The only other person I messaged and responded, responded once and when I asked multiple times for a day and time to have a conversation, never responded or viewed another message.I spoke with customer service who tried giving tips and got me 1 request for services refunded but wouldn't refund anything from the first $150 investment. She was very nice. I had to wait until the following week to speak to a manager who decided to talk over me every time I went to explain the issues I was having and after half an hour, he said it was the finance group who could refund but they refused to refund the initial $150 because that's their policy. No refunds on package deals. Money can be exchanged for goods and services. I gave money for no goods or services rendered. They put me in touch with clients I was unable to help or who as far as I can tell weren't real people as they never responded. The 2 I spoke with very briefly I can chalk up to that small percent who are window shopping or not sure what they're asking for. But refusing to refund me for the contacts you gave that I cannot help or never responded? Inexcusable. Please refund $169.15 immediately

  Business Response

  Date: 08/03/2022

  We appreciate you bringing these concerns to the Better Business Bureau. We're sorry to hear about your experience on Thumbtack as we value our pros greatly. We have reviewed the coorespsondence you've had with our Support team regarding your account and the refunds and we stand by their decision. 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.. 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 information helps you move forward on Thumbtack.

  Customer Answer

  Date: 08/07/2022

   
  Complaint: 17625806
  
  I am rejecting this response because:

  The funds spent with the business at the start of my membership totaling $150.00 they are claiming I can ask for a refund. Except as they stated in their response, they aren't refunding any part of that inital investment. And their belligerent individual on the phone said they refuse to refund any of the introductory price. Therefore I paid $150 for NO APPLICABLE SERVICES! This is pure and simple theft! Anything beyond the initial $150 I can ask for a refund, but it's not a guarantee, even though I'm matched with individuals that I cannot help and are outside my abilities to help. Or these people ask for services but never respond. There has been zero attempt for a resolution from the company, but a simple "No, we won't refund any part of your initial investment because we say so."
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2022

  Thank you for reaching back out. Per our Terms of Use, which you can review here https://www.thumbtack.com/terms/, all sales on Thumbtack are final and non-refundable under the section Thumbtack Fees and Taxes. This even includes your initial prepaid package you purchased to go towards leads that you did receive. We do see that you used your prepaid package on Thumbtack and received leads. 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 lead. 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.Customers are searching for the right professional for their job. While we help in this search, it's up to the professionals to sell themselves. This includes making the customer feel confident in providing an address to someone online or increasing the chances of getting hired for the job. We encourage you give Thumbtack another try, as we have lots of tips on how to be successful on the site: https://help.thumbtack.com/library. 

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17625806
  
  I am rejecting this response because:
  Once again this business claims they provided a service. However you matched me with individuals whom I could not help. Just because they wanted a meal dropped off and I'm a chef doesn't mean it meets my demographic as stated in my profile, I don't do that. Also you matched me with individuals who wanted adult beverages. Again my profile I checked a box saying I don't do that. You continually matched me with individuals who I could not help! If I don't provide the services that the potential client wanted, you should never have matched me with them! Your site claims targeted matching with clients, not a billboard service. If I wanted a blanket ad I would've taken one out in a publication or billboard. However you claimed you would match me with clients who needed my services. You did not. You took my money and did not deliver that which you promised. You promise to match me with tailored for me clients to which I can provide a service. You paired me with folks I could not help. This is my final time attempting to resolve this with and individual. Whatever the next step of escalation is, that will be my next recourse if you fail to provide me with goods or services for my money paid. You can choose to refund me, or provide the services as you describe on your site.
  Sincerely,
  
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