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 Draper, UT 84020-5480

• 

  Thumbtack, Inc.

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

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: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.

  a week ago a new feature started popping up on my thumbtack pro account. when a lead comes in it says I can accept or decline the lead and wont be charged if I decline. I'm now being charge and told I owe $42.98 and can not use my account till its owed. I reached out to support and they say I owe this money and aren't aware of the feature and need a screenshot. I cant go back in time an screenshot.

  Business Response

  Date: 07/01/2025

  We really appreciate your business with Thumbtack and we take your concerns very seriously. So, were happy to help answer any questions and provide information on our policies to help you be successful on the site. 
  
  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.
  
  You can read more about our refund policy here: ***********************************************************
  
  It looks like with this specific lead, we were able to offer you a refund. If you do see this situation come up again in the future, please be sure to submit that lead for a refund to our team. We know every dollar counts when you own a business so we will do all that we can to make sure you are only being charged for the correct leads. 
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23536755
  
  I am rejecting this response because:
  That is absolutely incorrect and completely irrelevant to my issue . The credit you say was for a job that was unsafe to do . Has nothing to do with the charges Im being told I owe which is $5.41, $26.84 and $17.75 . When these leads popped up it said I will not be charged if I decline the lead. Which I declined and now Im being told I owe. Which I will absolutely not pay since it said I WILL NOT BE CHARGED IF I DECLINE THE LEAD
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/02/2025

  Hi *****,
  
  Thanks for following up and sharing more details. We understand how important it is to get clarity on the charges you're seeing. Since you've already been in touch with our Support team, the best way to continue resolving this is by reaching back out to them directly so they can take a second look based on the details youve shared.
  
  You can reply to your existing thread with the team or contact them at ******************************** or by calling ************. Theyre in the best position to review your account activity and provide clarity on the charges.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23536755
  
  I am rejecting this response because:

  I have  tried this and when I did she was no help and when I tried to reach back out again later on and asked for a supervisor she said theres no point because they will tell me the same thing she is telling me. I just want balance removed and be done here . It said in the message on the pop up screen that I would t be charged for a declined lead
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/28/2025

  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.

  My Thumbtack Pro account was deactivated June2223, 2025 with wrongful explanation. I operate solely as Wired Right Electrics (***** ********); no other companies or aliases are involved. I have adhered to all policies. I was told it was reactivated but then they deactived it. The account closure appears to stem from incorrect association with a different company **** your electrician) or another company, name. I request either reinstatement for or refund for lost leads/opportunities. I would not want to go further and file a Pre-Arbitration Demand Letter or anything else. I would love to continue on platform and follow all rules like I did prior wrongful deactivation. I want to help others and have a successful business as I was a top pro and had great reviews!

  Business Response

  Date: 07/01/2025

  Thank you for reaching out to us here, *****. We understand your position, and we can appreciate how frustrating this situation would be.
  
  Service providers are only allowed to have one account on **********************. If your account was removed from Thumbtack because we found it was linked to another user any unresolved concerns will need to be addressed before we would consider reinstating either account. You can find out more about "ACCOUNT SUSPENSION OR TERMINATION in our Terms of Use: *******************************************
  
  We see that you have been working with our Trust and Safety team to resolve this issue. 
  
  Please continue to respond to them in the email thread. They recently sent you a follow-up email on June 24th regarding your account status. If you have further questions, please let the Trust and Safety specialist you've been working with know.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23530703
  
  I am rejecting this response because:

   

  I have now reached out plenty times on the phone or email and also in emails speaking to ***** who did reopen my account just to deactivate it again. 
  

  I am not linked to anyone else but myself. Can you please close down if there is anything else link to me because I only have one account and one account that I want opened. The only company Im link to is Wired Right Electrics and I only have my name ***** ******** attached to my account which is the email ****************************** and one I accidentally open ******************************* as I dont know I couldnt open 2 accounts under the same name. The reason why I opened another account is because when I deactivated my own account I took a break and pause so I decided to start a new page and it was deactivated after a few days. 
  

  So please can you consider opening my account back up under either or email so I can only have one account. 
  

  I would love to continue to work for thumbtack and become a top pro or be the top pro I already was. This isnt right, Im not tied to anyone else but myself. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/02/2025

  Thank you for this additional information! If you can respond to the most recent email thread sent by our Trust and Safety team, they will be able to assist you with the next steps towards gaining access to your Thumbtack account. 

  Thank you for your patience as we work together to resolve this account standing! 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23530703
  
  I am rejecting this response because:

   

  once again I have reached out to the recent trust and safety team and no one is responding to me nor fixing the solution to reopening my page. 
  

  what do I do next? Who can I speak to or who can you speak to about reopening my account. This is important. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/07/2025

  We apologize for ant trouble with getting in contact with our Trust and Safety team! However, we just reviewed your case and it looks like the agent working your case has responded to your email and sent you a response on July 7th, 2025. 
  
  Please continue to work with your Trust and Safety agent on this incident matter. Thank you! 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23530703
  
  I am rejecting this response because: I received no message. No one is helping me to fix this matter. All I gotten past prior was that they are saying Im connected to another person who I do not know at all. This isnt right or fair. 
  please fix this because no one is helping me. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/27/2025

  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.

  On or around June 25, 2025, I created a Thumbtack account for business advertising purposes. However, I never used the service, accepted any business leads, or authorized any charges. Despite this, I was charged $31 on the same day I signed up.I promptly contacted Thumbtack to dispute the charge and request a refund. I was directed to email the refund department, which I did several times. The responses I received were unhelpful and inappropriatethey instructed me to rejoin the membership and then request a refund, which makes no sense given that I never used the service in the first place.I have made it clear that I was charged without receiving or accepting any services or leads, and this transaction should be considered unauthorized or fraudulent. Despite my repeated requests, Thumbtack has failed to provide a direct phone number for resolution, and no one has called me to resolve this issue.I am now demanding the following:1. A full refund of $31 for the unauthorized charge.2. Immediate and permanent closure of my Thumbtack account.3. Written confirmation that no further charges will be made to my payment method

  Business Response

  Date: 06/30/2025

  Hello *******,
  
  Thank you for sharing your concerns. We understand that unexpected charges can be concerning. To help address refund requests, the standard process requires the account to be active. This means reactivating your account to submit a refund request through your profile. 
  
  Since youve already been in touch with our Refund Disputes Team, we recommend continuing to work directly with them to resolve this issue. If you need further assistance or have additional questions about your account or refund status, please reach out to our support team through the available channels. For account closure and assurance that no further charges will be made, please coordinate with support as well.
  
  We appreciate your patience and encourage you to stay in contact with the appropriate teams for next steps.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23530044
  
  I am rejecting this response because: Thumbtack fraudently charged my credit card. A lead must be accepted by my company first. I never viewed or accepted any leads from Thumbtack. My bank is investigating the fraudulent transaction.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/01/2025

  Hello *******,

  Thank you for following up.

  The best way to resolve this is by continuing to work directly with the Thumbtack Refund Disputes Team. Theyve already shared that in order to proceed with disputing the charges, your account will need to remain active.

  We encourage you to keep the conversation going with them so they can fully review your case and provide the appropriate support.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23530044
  
  I am rejecting this response because: please have the refund department contact me. I tried to reactivate the the same day of the charge. The account said locked and I couldn't get access. I'll just wait for my bank to respond. I've sent my bank these emails. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/02/2025

  Hi *******,
  
  We want to make sure your concerns are heard. At this point, the Refund Disputes Team is the only team equipped to fully review and resolve this issue.
  
  If theres any new information or questions youd like to share, we recommend replying directly to their latest message so they can continue assisting you. Keeping your account active remains a necessary step for them to move forward with a review.
  
  Thanks again for your understanding,

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23530044
  
  I am rejecting this response because: have them call me. My card was fraudently charged. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/26/2025

  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.

  Im a licensed general contractor using Thumbtack to receive leads for new construction work. Over the past few months, Ive been charged for multiple leads that did not match my service preferences. I have my profile set to accept new deck builds, concrete work, and general construction not repairs or small jobs yet Ive received leads for deck renovations, electrical repairs, landscaping, and lawn care.Despite multiple refund requests, most were denied. I submitted clear reasons and explained that the jobs were not aligned with my profile or capabilities. Some leads even changed job scope after contact. Support eventually stopped responding to my follow-ups.I have documentation showing over $2,000 in denied refunds (examples include **** ********, ***** *********, **** *******, Jamaall *********, and September ****), and I am now seeking a resolution through BBB due to the lack of response from Thumbtack.I am requesting a refund or credit for these invalid charges. My goal is to recover the losses from these mismatched leads and to ensure my business is not charged for services it doesnt provide.

  Business Response

  Date: 06/27/2025

  Hello ******,
  

  Thank you for bringing your concerns to our attention.
  

  We understand how important it is for service providers to receive leads that align with the work they offer. Our support team has reviewed your case and responded with more details about how Thumbtacks lead system works, including how certain types of leads are generated and how preferences apply.
  

  We see that a courtesy credit was recently issued, and while were unable to offer additional refunds at this time, your feedback has been noted and shared with our internal teams as part of our ongoing efforts to improve the platform experience for professionals.
  

  We encourage you to continue working with our support team directly if you have further questions or need additional help managing your lead settings.
  

  Thank you again for reaching out.

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23524881
  
  I am rejecting this response because:
  
  While I appreciate the courtesy credit, the core issue has not been addressed. I was charged for multiple leads that did not align with the services my business provides. These were clearly outside my set preferences, and I was unable to recover any business from them. One credit is not sufficient for the total charges I incurred. I respectfully request a full review of the specific leads in question and a fair resolution for the charges. I am a small business owner, and these types of errors directly affect my ability to operate.

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

  Business Response

  Date: 06/30/2025

  Hi ******,
  

  Thank you for sharing your concerns and providing additional details to our support team. We want you to know that your information is currently under review by the Thumbtack Refund Disputes Team.

  We appreciate your patience and encourage you to continue working directly with them as they investigate your case further. If you have any additional questions or comments, please feel free to reply to the email you received from the support team.
  

• Initial Complaint

  Date:06/26/2025

  Type:Delivery 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.

  Items taken, unfinished jobs, broken and did not replace electrical and other fixtures

  Business Response

  Date: 06/26/2025

  Hello *******,
  
  Thank you for bringing this to our attention.
  
  We understand your concerns and see that our Trust and Safety team is actively reviewing your case. To move forward, we recommend continuing to communicate directly with themtheyll be your best point of contact for next steps and any potential resolution.
  
  If you havent already, please share any supporting documentation, such as photos, receipts, or your agreement, directly with that team so they can continue their review.
  
  Thank you again for reaching out.

• Initial Complaint

  Date:06/26/2025

  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.

  This is an ongoing problem that started this month June 2025. They signed me up as a contractor when what I was looking for was a contractor. They are now sending me jobs that I have no intention of doing. They have charged me twice $90ea. And I not only want them to stop but also to reimburse me for $180.00.

  Business Response

  Date: 06/26/2025

  Thank you for submitting your concerns to us here. We apologize for any confusion within our platform. If you would like to use Thumbtack as a customer to find help for a future project, you can follow this link here: *******************************************;
  
  For any refund disputes, please submit them here: *********************************************************************. Or, you can give our Support team a call at **************. We'd be happy to look at those leads and review them for a refund. 

   

• Initial Complaint

  Date:06/25/2025

  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 am filing this complaint against Thumbtack, Inc. for their delayed and insufficient response to a serious issue with a ****************************************** through their platform.On June 23, 2025, I paid $5,900 in cash to the contractor for flooring installation. As part of the job, they removed two working toilets but failed to properly reinstall them, leaving both non-functional.I immediately contacted the contractor, Mr. ***** *****, who sent two workers the next day. No repairs were made. One employee told me Mr. ***** instructed him to leave my guest toilet uninstalled in the garage. Only after I threatened legal action did the worker return itstill uninstalledsaying I needed a licensed plumber.For over two weeks, Ive been left without a working toilet. When I contacted Thumbtack, they delayed responding and ultimately referred the issue back to the same contractor. Instead of resolving the matter, they asked me to pay out-of-pocket for multiple plumbing estimates.Other damages include:A broken pantry light fixture Missing prescription medication Broken glass left in the bathtub, causing injury While Im not currently pursuing those additional damages, they show clear negligence and ******************** a disabled female veteran with 31+ years in the ********** I find the conduct of both the contractor and Thumbtack to be irresponsible and disrespectful. My primary concernthe unresolved plumbing issueremains unaddressed, despite ample opportunity for correction.

  Business Response

  Date: 06/25/2025

  Hello *********,
  

  Thank you for sharing your concerns, and for taking the time to work with our team.
  

  Thumbtack is a platform that helps connect customers with local professionals. While were not directly involved in agreements or transactions between users, we do have processes in place to review serious service concerns when theyre reported.
  

  We see that youve been working with our Trust and Safety team, and theyve been in contact with both you and the professional involved to help guide this situation through our standard resolution process. We recommend continuing to work with that team directly, as theyre best equipped to assist you with next steps and evaluate any additional documentation you may provide.
  

  If you have any other questions in the meantime, you're welcome to reach out to our support team at ******************************** or ************, Monday through Friday, from 6 AM to 6 PM MST.
  

  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23515756
  
  I am rejecting this response because:

   

  I appreciate the response. However, your support team has not yet been successful in resolving the issue between *************************** and myself. Despite ongoing communication, the problem remains unresolved, and the lack of accountability has been extremely frustrating.
  Thumbtack promotes a "Thumbtack Guarantee", which is one of the reasons I felt confident using your platform. I would hope that your team will work diligently toward a final resolution that both Hardwood Floors and I can agree upon, rather than continuing to redirect me back to the contractor or placing the burden entirely on me.
  At this point, Im simply asking Thumbtack to stand behind the protections it advertises and to play an active role in resolving the matternot just mediate.
  Thank you again,
  *********
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 06/26/2025

  Hello *********,
  

  Thank you for staying in touch and continuing to work with our Trust and Safety team.

  We recognize this situation has been difficult and appreciate your engagement throughout the process. Our team has been in communication with both you and the service provider and recently shared their latest message regarding next steps.
  

  Thumbtack is a platform designed to connect customers with local service providers. While were not involved in the agreements or outcomes between users, we do aim to support open communication when concerns are brought to our attention.
  

  That said, when issues are reported, we work to facilitate communication and encourage resolution in line with our policies. Well continue to monitor the conversation and are available to help if you need further assistance coordinating with the service provider.
  

  If you have additional documentation or updates, please continue to share those directly with our Trust and Safety team so they can provide appropriate next steps.
  

  Thank you again for your time.
  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23515756
  
  I am rejecting this response because:
  
  Thank you for your response. Unfortunately, the issue between *************************** and me is still unresolved.

  
  Due to the contractors insistence on being present while the plumber addresses the problem, we are working to coordinate a time that works for all parties involved. Until a mutually agreeable date and time is confirmed, the matter remains open.

  
  Please note: I will feel comfortable accepting a resolution on the BBB platform only once this issue has been fully and satisfactorily resolved.

  
  Thank you again,
  *********

  Business Response

  Date: 06/30/2025

  Hello *********,
  

  We appreciate your continued communication. Our Trust and Safety team is actively engaged and working to support a resolution.
  

  At this stage, the best path forward is to keep collaborating with them directly, as they have the context and resources to assist you.
  

  Thank you for your patience throughout this process.

• Initial Complaint

  Date:06/24/2025

  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.

  Actus is filing a claim against Thumbtack, Inc. for breach of contract. ***** hired a contractor through the Thumbtack service and prepared a contract with that contractor. Actus adhered to all the conditions outlined in the Terms and Conditions. ***** hired a contractor based on the representions from Thumbtack. The contractor damaged the building, did not complete any work, took deposit and will not refund the deposit. The Contractor has a criminal record for taking money and not completing work, Thumbtack conducted no background checks and caused the loss of the deposit money.

  Business Response

  Date: 06/24/2025

  Thank you for reaching out to us about your experience. We are very sorry to hear that you have concerns regarding the service provider you hired through Thumbtack. We hold all users on Thumbtack to high standards and want to be informed when issues arise.
  
  We understand that you have been in contact with our Trust and Safety team to address this matter. 
  
  Please continue to respond to them in the email thread. They recently sent you a follow-up email on June 24th. If you have any further questions, please let the Trust and Safety specialist you have been working with know.
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23511240
  
  I am rejecting this response because:  I would like to be specific, there are two Guarantees stated by Thumbtack, the (i) Money Back Guarantee, (ii) Property Damage Guarantee.
  For now, I am making a claim for against the Money Back Guarantee, which states that:
  Money-Back Guarantee: When a ******************* Professional materially deviates from the material terms of the Thumbtack Scope of Work Agreement, if such deviation is not corrected by the ******************* Professional within a reasonable time following formal notification of the deficiency from the Consumer, Thumbtack, in its sole discretion, agrees to pay the Consumer the lesser of:
  (a) the total amount paid to the ******************* Professional by the Consumer; or
  (b) the amount reasonably required to remedy the material deviation from the Scope of Work Agreement;
  
  Again, there is not mention or provision that the consumer must pursue legal remedies,  this is a lengthy and costly process, the point of having an Arbitration Agreement in a contract is that the parties agree waive rights to a Court trial and agree to Arbitration  If in-fact Thumbtack as part of its Guarantee process insists on Court or judicial process, then TT should clearly state it.  I already spent 6 weeks complying the Thumbtack Arbitration process, after providing all the information to the Arbitator and then receiving the verdict agreeing with my postion that the contractor did minimal work, not consistent with the contract then absconded with  the deposit of $14,000.00.  Thumbtack keeps moving the gola post on the "Money-Back" guarantee which states that Thumtback "Guarantees" the professional. My position is clear, the professional referred by Thumbtack failed on (a) and (b) above.   The Thumbtack response to my claim is vague. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 06/26/2025

  Hello ****,
  
  Thank you for following up and sharing your concerns.
  
  As you've noted, your case involves a request under the Thumbtack Guarantee. These requests follow a separate set of terms and eligibility requirements from the arbitration process outlined in our Terms of Use, which applies to disputes between users and Thumbtack directly. Based on the information provided by our team, the next step in your case requires documentation that confirms the outcome through the appropriate legal channels.
  
  If you have further questions or would like clarity on the requirements, we encourage you to continue working with the specialist handling your case. Theyll be best positioned to assist you with any next steps.

• Initial Complaint

  Date:06/22/2025

  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 was only browsing the Thumbtack Pro app to see if there is an opportunity to make some money for skilled trade labor. In order to obtain more info, I gave them my credit card number and before I knew it, they were charing me crazy fees such as $175 for leads. I don't use their app, have not contacted any customers, and have intention of doing so. It simply isn't for me! Please help me receive a full refund for the money embezzled by Thumbtack Pro.

  Business Response

  Date: 06/24/2025

  Hello,

  Thank you for reaching out and sharing your concerns.

  Thumbtack is a platform designed to connect customers with local professionals. In some instances, charges may apply based on how a customer interacts with a professional, in accordance with our established policies.We understand that the platform isnt the right fit for everyone.

  If you'd like to review your recent activity or discuss next steps, our support team is here to assist you. You can contact us at ******************************** or call ************ from Monday to Friday, between 6 AM and 6 PM MST.

  Thank you again for your feedback.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23503719
  
  I am rejecting this response because: the business practices are misleading and potentially fradulent. To the best of my knowledge I never authorized Thumbtack to charge me for any services that had no value to me and the fee wasn't $1.50 it was $175 which is more than my entire day of labor! I need these funds to purchase basic life essentials so I am requesting an immediate refund and my profile is already removed from your service so I don't have any intent whatsoever to return to such shady way of networking! 
  
  Sincerely,
  
  ******** ************

  Business Response

  Date: 06/25/2025

  We understand your concerns and appreciate you sharing your feedback on your Thumbtack experience. However, pros on Thumbtack are only charged for leads that match the lead preferences you have set. This ensures that our pros are only paying for the exact type of leads they desire. We would never want our pricing model to seem unclear or like you are not in full control over how much you spend on Thumbtack. 
  
  If you would like to review our refund policy to see if any of the leads you are disputing would qualify for a refund, please do so here: *****************************************************************;
  
  We would also encourage you to review the targeting preferences you have set to make sure they are correct so that you can receive the correct leads for your business, if you do choose to continue with Thumbtack. Again, we understand not every business will find a fit on Thumbtack and if that is the case here we do wish you the best moving forward! 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23503719
  
  I am rejecting this response because: the business claims they understand my concern but apparently they don't as i have not used or benefited in any way shape or form from the service they are offering and I'm all I am asking for is a REFUND it's that simple.  
  
  Sincerely,
  
  ******** ************

• Initial Complaint

  Date:06/21/2025

  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.

  In February 2025, I hired a landscaping professional through Thumbtack. What followed was not a professional jobsod was thrown loosely over existing weeds, roots, and uneven terrain, with no grading or prep work done at all. The result was a lawn that looks destroyed, with large portions already dead and visibly rotting.Even worse, the negligent work created drainage issues and grading failures that are now threatening the foundation of my home, according to multiple professionals.Weeks later, the individual gave us a different phone number and a new name to reach him directly. When we looked up his real identity, we discovered he is a registered *** offender with convictions involving minorssomeone Thumbtacks own policy explicitly states should never be allowed on their platform.Thumbtack acknowledged this in writing but has refused to take full responsibility. We now have multiple licensed estimates ranging from $18,500 to $20,000 to correct the damage and regrade the entire lawn.This is not a basic contractor complaint. It is a serious failure of Thumbtacks screening process and a violation of basic customer safety.

  Business Response

  Date: 06/24/2025

  Hello,
  
  Thank you for sharing your concerns.

  Thumbtack is a platform that helps connect customers with local professionals. While we are not part of the agreements or transactions between users, we do have systems in place to review concerns reported to us. When we receive complaints involving potential policy violations, our team investigates and takes action in line with our guidelines.
  
  We understand that youve shared concerns about the quality of service and are requesting a resolution. It looks like youve already been working with our Trust and Safety team, and we encourage you to continue that conversation as theyve outlined the next steps based on our standard process. 
  
  If you have any additional questions in the meantime, youre welcome to contact our support team at ******************************** or by calling ************, Monday through Friday, 6 AM to 6 PM MST.

  Customer Answer

  Date: 06/24/2025

  I am formally rejecting Thumbtacks response to my complaint.
  
  Thumbtack continues to deflect accountability by suggesting that my concerns should be directed at the registered *** offender and criminal service provider. My complaint is not merely about this individuals conduct, but about Thumbtacks failure to properly screen and vet providersa failure that allowed a registered *** offender with a history involving minors to gain access to customers homes through their platform. ********************** explicitly stated that they do not allow registered *** offenders on their site, yet they connected me with one. This is Thumbtacks clear failure.
  
  Thumbtack did not uphold its stated safety guarantees, nor did it exercise even the most basic due diligence required to protect consumers. I am therefore demanding a proper resolution: a full refund for services that never should have occurred in the first place had Thumbtack performed appropriate screening, and compensation for the damages to my property caused by the provider they negligently enabled.
  
  Thumbtack has repeatedly given me the runaround through its platform, and I am now escalating this matter until it is properly addressed and resolved to a satisfactory outcomerather than being dismissed or ignored.
  
  Sincerely,
  *******
  
  
  

  Business Response

  Date: 06/26/2025

  We appreciate you taking the time to share your feedback with us; your voice is incredibly important. We want to ensure we take this opportunity to properly outline our current policies regarding background checks and set clear expectations for the next steps, all with the goal of helping you move forward.

  At Thumbtack, your safety is a priority. We've carefully reviewed the situation, and it appears that the service provider you connected with did indeed follow our established protocol and successfully passed a background check as part of the process to list their business on Thumbtack. While this is our standard procedure, we recognize that it doesn't diminish the impact of your recent experience, and we are following our internal protocols to look into this further.

  As we've mentioned, we are taking your report seriously, and our primary goal is to ensure your concerns are thoroughly addressed. If you haven't already, and you feel unsafe, we strongly urge you to contact your local authorities. Please understand that Thumbtack cannot provide legal advice or act as law enforcement.  A Trust and Safety supervisor will be calling you directly to discuss the specifics of your incident and the offered refund. We apologize for the negative experience you have had while using Thumbtack but appreciate your partnership during this process.