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:06/19/2025

  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.

  The refund request below has been denied twice as of today June 18th. I was unable to access my account due to a glitch on Thumbtack app and customer support was not avilable all Momemorial Day weekend. Other sprinkler repair companies however did not have a glitch and were able to respond and get the jobs before customer service finally figured out what I need to do so I could access the leads. I recieved the lead alerts via Thumbtack texts but when I clicked the links that took me to the site I could not navigate to respond to the 6 people below or contact customer support. Yet charges have not been refunded. Hi ******,My name is **** with Thumbtack Refund Disputes Team.Thank you so much for sharing more details about the six leads you've received in our platform.*** ****** 5/27 ******** ******* 5/26 **** ****** 5/26 ***** ******* 5/26 ******* ******* 5/25 Madhu Ram 5/26 I understand you're unable to reply to these leads. I know how important it is to resolve this concern. I'll go ahead and check this for you.Our refund policy doesnt cover situations where a lead doesnt result in a job. We charge for every match because were providing you with the opportunity to connect with a potential customer and win their business.I've also found that your job type targeting preferences for Sprinkler and Irrigation System Repair and Maintenance matched up exactly with the job details submitted by the customer at the time you received the lead. Because the lead fell within your targeting preferences, I'm not able to issue a refund for this particular lead.I suggest reaching out to our Pro Support team immediately if you experience a similar issue in the future for further assistance.I hope that you find this email helpful. Thank you for choosing Thumbtack!Best regards,Rina Thumbtack Refund Disputes Team If you still have questions, visit our Help Center.Thumbtack Unsubscribe from email communications ref:!00Di00dEJt.!500Vx0OB4SJ:ref

  Business Response

  Date: 06/20/2025

  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 Thumbtack. 
  
  Here at Thumbtack, our pros are charged for leads to connect with potential customers. This means wether you are hired for the job or not, you are paying for the cost of the initial connection. You are also only charged for leads that match the targeting preferences you have set. If you are unhappy with the types of leads you are receiving, we recommend taking a deeper look at your set preferences and adjusting them to make sure you are only paying for the correct leads. 
  
  We truly want our pros to find success on Thumbtack! That is why we are here for you every step of the way. If you would like help resetting your targeting preferences, or support in improving your profile and search results, reach out to our Support team at ************** so we can help! 

  Customer Answer

  Date: 06/22/2025

   
  Complaint: 23491651
  
  I am rejecting this response because:

  This response from Thumbtack is just one of several and I emailed their refund dispute department first on June 1st and  got the same response over and over taking days despite their claim they will respond within 1 to 2 business days.

  Here is 1 of 3 complaints I submitted and  response below.

   Hello Below is my account info
  
  Antelope Sprinkler Repair & Dryer Vent Cleaning
  email - ***********************************************************
  
  I was unable to respond to the leads below between Sunday 5/25  till last Tuesday 5/27 until I finally spoke on phone with *** a customer support *** who after 26 minute on phone that started at ***** am, after texting all morning with support that did not know what probelm was, *** recommended I delete the Thumbtack app and reinstall it which finally resolved the issue of not being able to access my thumbtack leads from 5/25 to after noon on 5/27. By that time I could respond to the leads below they had hired other thumbtack pros that ***onded long before I was able to. I briefly explained this when i submitted for a refund on my account page but evidently the person who processed the refund requests did not understand and declined the refunds. 
  
  Consider this my last attempt to have the amount charged for the leads below credited  back onto my card or I will be taking my business elsewhere.
  
  
  *** ****** 5/27
  
  
  ******** ******* 5/26
  
  
  **** ****** 5/26
  
  
  ***** ******* 5/26
  
  
  ******* ******* 5/25
  
  
  Madhu Ram 5/26
  
  Regards
  ****** Fox 
  
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 06/23/2025

  We appreciate you taking the time to share your feedback on our Support and refund process. Although we will not be able to issue a refund for these leads, your feedback is important to us and helps continue to make our processes better. 
  
  If you would like to review our Refund Policy, please do so here: ***********************************************************. If you have any questions regarding the outcome of your refund disputes, please respond to the most recent email from our Support team and they will be the best ones to answer your questions and provide more insight into why that decision was made. 

• Initial Complaint

  Date:06/18/2025

  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.

  Subject: Deactivation of My Thumbtack Account Without Explanation Message:Hello,My professional Thumbtack account under the business name ******************** has been deactivated without warning or explanation. I contacted Thumbtack support multiple times but did not receive any response or ****************** are my details:Full Name: Viktoriia Tanchynets Email: ************************* Phone: ************ Business Name: ** *** Cleaning To the best of my knowledge, I did not violate any Thumbtack policy. I am requesting that my account be reviewed and reactivated, or at least that I receive a clear explanation for the deactivation.Thank you for your help in resolving this matter.Sincerely,Viktoriia Tanchynets

  Business Response

  Date: 06/20/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau, and for sharing your concerns.

  We have thoroughly investigated your situation and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken. The action taken was in accordance with our Terms of Use. *******************************************.

  We wish you well as you move forward.

  
  

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack charges freelancers for getting referrals however whether we reply to the referral or whether the customer replies back we are still billed. Thumbtack makes it seem like you only get billed when you take a job however that is not the case. I was billed $48 repetitively for just opening a message. Thumbtack does not give me all of the information up front so there's no way for me to know if I can take the job or not until I open the message but as soon as I open the message they billed me. This has to be a scam and I'm not the only one that feels that way many of the review sites mimic what my own experience.

  Business Response

  Date: 06/18/2025

  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 Thumbtack. 

  Here at Thumbtack, our pros are charged for leads to connect with potential customers. This means wether you are hired for the job or not, you are paying for the cost of the initial connection. This means, you will be charged for incoming messages from customers. However, you should only be paying for the leads that match the set preferences you have on your account. If you ever see a mismatched lead, please submit that for a refund to our Support team here: ***************************************************************************;

  We truly want our pros to find success on Thumbtack! That is why we are here for you every step of the way. If you would like help resetting your targeting preferences, or support in improving your profile and search results, reach out to our Support team at ************** so we can help! 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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.

  I was overcharged for a service done by C's repair services referred by Thumbtack. I was scammed by their tech saying that he ordered/ changed a part on my HVAC unit and that is untrue. I had someone to check my unit and was told that no new parts were put on my unit.There was no parts ordered and no parts replaced. I asked for a itemized receipt and wasn't given one. I asked for a picture of the part that they say that they replaced after they said they had a picture. I never recieved that either. The tech was unlicensed and unprofessional. I will not be using Thumbtack in the future. This was a very bad experience.

  Business Response

  Date: 06/18/2025

  Thank you for sharing your concerns, ******. We are disappointed to hear about your experience with a service provider you hired through Thumbtack.

  A Thumbtack Trust and Safety agent will be sending you an email about this matter today in order to collect additional information, and provide you with additional assistance. Please look for and respond to that email directly so we can better assist with your concerns.

  We appreciate your patience and partnership as we work together to try and help you find a resolution! 

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against **Thumbtack ****** for ongoing unfair business practices that have significantly impacted my small business, ******************** Works**. I have been a professional on the Thumbtack platform for over **five years**, and despite my loyalty and investment in their service, I am repeatedly subjected to **bogus leads**, **false contact information**, and **job requests from individuals who are not even homeowners or decision-makers**.Most recently, I was charged **/$167 for a fence building lead** from a woman who did not own the propertyshe was merely looking around. This is not an isolated incident. Over the past six months, I have consistently received leads where:* The phone number provided is out of order or unreachable.* The "homeowner" does not respond, never shows up, or cannot even authorize the work.* The same lead is sold to **35 different contractors**, causing Thumbtack to profit **hundreds of dollars** off one fake or unqualified inquiry.Despite reporting these issues and asking only for /*/*creditnot even a refund/*/*my concerns are either ignored or dismissed. I have had **hundreds of dollars taken** from my account for dead-end leads that violate Thumbtacks own lead quality ************ a small, family-owned business, every dollar matters. This recurring loss of time, energy, and money feels like a form of **digital exploitation**, with no real protections or accountability in place for service providers like myself.I am requesting a full **credit or refund for the last six months of unusable leads**, including the /$167 charge mentioned above. I would also urge the BBB to **investigate Thumbtacks lead qualification and billing practices**, as this is harming small business owners across industries.If you see the screenshot you can clearly see i did not accept the job but was charged anyways and never refunded.Sincerely,********* ******

  Business Response

  Date: 06/18/2025

  Hello *******,
  

  Thank you for reaching out through the Better Business Bureau. We appreciate you taking the time to share your concerns and the opportunity to respond.
  

  Thumbtack is designed to connect professionals with potential customers, though we understand that not every connection leads to a job. Professionals are charged based on certain types of customer activity on the platform, in accordance with our pricing structure.
  

  We regularly review reports of questionable leads and take action when they fall outside our policies.
  

  Should you have any remaining questions or issues, please feel free to contact us. You can email us at ******************************** or call us at ************ during our business hours, Monday through Friday, from 6 AM to 6 PM MST.
  

  Thank you again for your feedback.
  

• Initial Complaint

  Date:06/14/2025

  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.

  Business Name: Pros Of Cleanliness
  Complainant: ***** *****
  Business Role: Legal owner of the LLC “Pros Of Cleanliness”
  Service Dates: April 2024 – June 2025
  Complaint Type: Account Termination Without Cause / Discrimination / Violation of Due Process
  
  Complaint Description:
  
  I, ***** *****, am the legal owner of the registered cleaning business “Pros Of Cleanliness.” I built my business on the Thumbtack platform with full compliance, transparency, and professional ethics since April 2024. Despite having a clean service record and verified credentials, my account was suddenly and silently deactivated in June 2025, without any prior notice or explanation.
  
  When I reached out to their support team, I was flatly denied any reason or recourse. Their response was dismissive, robotic, and dehumanizing — as if small business owners like myself don’t deserve basic respect, let alone a right to understand why their entire source of income is being cut off.
  
  This isn’t just “company policy.” This is a direct violation of fair business practices and a potential breach of anti-discrimination laws. As a non-resident woman of Ukrainian origin, I believe my treatment may be influenced by unconscious bias, nationality-based prejudice, or an arbitrary algorithm with no accountability.
  
  I view this not only as economic harm, but as an affront to the dignity of independent entrepreneurs, especially immigrants. The platform's refusal to provide a reason undermines the very foundation of due process, fairness, and human rights.
  
  I demand:
  
  A formal written explanation of the account termination;
  
  An internal audit into whether discrimination or nationality profiling played a role;
  
  A public apology acknowledging this abuse of power;
  
  A review of Thumbtack’s platform governance for systemic bias.

  Business Response

  Date: 06/16/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau, and for sharing your concerns. Thumbtack takes pride in our values of diversity and inclusion. Our Non-Discrimination Policy is there to ensure our users feel welcome and respected.

  Regarding the status of your account, we have thoroughly investigated your situation and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken. The action taken was in accordance with our Terms of Use. ******************************** We wish you well as you move forward.

• Initial Complaint

  Date:06/14/2025

  Type:Billing 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.

  Business Name: Thumbtack Inc.Complaint Type: Customer Service / Account Termination Your Name: ************************: Sparkle Clean Team Dates of Service: June 1, 2024 June 1, 2025 Complaint Description:I am a business owner operating under the *** "******************." I worked on the Thumbtack platform professionally and consistently for exactly one year from June 1, 2024 to June 1, 2025 providing cleaning services across multiple locations.Without any prior notice, explanation, or user-facing violation, my account was suddenly deactivated by Thumbtack support. I contacted customer service and was told, We are not obligated to provide a reason for account termination. This approach is both non-transparent and potentially ***************** a Ukrainian national and non-resident business owner, this felt like unjust profiling or xenophobic behavior. I operated legally under U.S. law, with valid registration, SSN, and tax compliance.Thumbtacks refusal to explain or reinstate my account has caused financial and reputational harm. I respectfully demand either:A detailed explanation for the deactivation;A reinstatement of my business profile;A formal apology and internal investigation.I believe this issue affects not only me but potentially many other immigrant entrepreneurs.

  Business Response

  Date: 06/16/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau, and for sharing your concerns. We have thoroughly investigated your situation and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken. The action taken was in accordance with our Terms of Use. ******************************************* We wish you well as you move forward.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23470100
  
  I am rejecting this response because:
  
  Sincerely,
  
  Vadym Soima

  ?? Response to Thumbtacks Reply via BBB

   

  I respectfully reject Thumbtacks response.

   

  Their decision to deactivate my business profile without providing any specific reason is both unprofessional and ethically questionable. Refusing to explain what policy or guideline was allegedly violated demonstrates a clear lack of transparency and accountability.

   

  As a legitimate business owner operating under the name Sparkle Clean Team, I find it unacceptable that a platform offering services to U.S.-based consumers would remove accounts without giving users the opportunity to defend themselves or even understand the allegations.

   

  This approach raises serious concerns regarding possible discrimination based on nationality or immigration status, which I take very seriously. If no specific violation can be shown, then the termination of my account may constitute arbitrary treatment or even a form of biased or discriminatory behavior, which is in direct contradiction to basic human rights and consumer protection principles.

   

  I am requesting a clear explanation, in writing, of the reason for my account deactivation. A vague reference to the Terms of Use is not a sufficient or legitimate response, especially for a paying business partner.

   

  I reserve the right to escalate this matter to the ************************ (***), the State Attorney General, and potentially consider legal action if this remains unresolved.

  Business Response

  Date: 06/17/2025

  We recognize the frustration that comes with losing your Thumbtack account. However, in order to keep our platform productive for all users, a business decision on your account was made and will not be reconsidered. We take pride in our values of diversity and inclusion and have an extensive Non-Discrimination Policy to ensure that our users feel welcome and respected. You can view that policy here: ***********************************************************************.
  
  At this time, there is no additional information we are allowed to share regarding your account removal. We wish the the best moving forward! 

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Vadym Soima

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack has been providing me with fake/scam leads and has been charging me, refusing refunds, and refusing to disconnect scammers from their platform. In the last 3 days alone I have received two check-cashing scams facilitated through Thumbtack's messenger. Upon reporting this to Thumbtack three times, nothing has been done. These scammers use ****** Voice phone numbers, give fake addresses, and initiate check cashing scams directly through Thumbtack's platform. This violates several federal laws as well as California laws.

  Business Response

  Date: 06/17/2025

  Hello ******,

  Thank you for bringing this to our attention. Thumbtack takes the safety and integrity of our platform seriously. We have a dedicated Trust & Safety team that investigates reports of suspicious activity, including any potentially fraudulent behavior.
  

  When issues are reported, we work quickly to review accounts and take appropriate action in line with our policies. While we cant share specific investigative details, we can confirm that reports are reviewed thoroughly, and action is taken when violations are found.
  

  If youd like to provide additional details or have questions about our policies, youre welcome to contact us directly at ******************************** or by calling ************, Monday through Friday, 6 AM6 PM MST.
  

  Thank you again for your feedback.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23469503
  
  I am rejecting this response because the response does not make sense and seems to be a generic copy-and-paste which has been used on multiple other BBB responses. Considering this response does not address the aforementioned issue and screenshots, and the accounts I mentioned are still active, this is an insufficient response from Thumbtack. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/18/2025

  Hello ******,
  
  Thank you again for following up. We want to assure you that reports of suspicious behavior are taken seriously and reviewed by our Trust & Safety team in line with our platform policies.
  
  While were not able to share specific outcomes or details from our investigations, we can confirm that appropriate actions are taken when violations are found. If youd like more information about how we handle these matters or wish to provide additional details, youre welcome to contact our support team directly.
  
  You can reach us at ******************************** or by phone at ************, Monday through Friday, from 6 AM to 6 PM MST.
  
  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23469503
  
  I am rejecting this response because nothing has been done about the mentioned scammers as seen in the screenshots. Thumbtack is providing false information and the response is identical to dozens of other responses Thumbtack has provided. It seems that whoever is responding to this BBB complaint from Thumbtack is either an AI bot or not reading the complaint. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged multiple times by Thumbtack without properly consenting to those charges. The first set of charges occurred while my targeting settings were supposed to be inactive. After I contacted their support to request a refund, they instructed me to reinstall the app in order to proceed with the process. Once I reinstalled the app just to request a refund I was charged again automatically.These charges were not authorized. I did not intend to resume services or receive new leads.Charges:May 5 $21.51 May 19 $21.51 May 19 $28.98 June 9 $25.99 Total: $97.99 USD I was only offered an in-app credit, which I did not accept. I want a full refund back to my original payment method and consider this situation a misuse of my financial information and a poor business practice.

  Business Response

  Date: 06/12/2025

  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. 

  As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer. 

  
  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. It looks like you sent a lead charge to our team and we were able to provide a courtesy refund to your account. 
  
  You can read more about our refund policy here: ***********************************************************
  

  While we cannot refund all of the leads you have disputed, since they do match the preferences you set on your account. We do encourage you to take a close look at the settings you have selected on your account to make sure they are correct. That way, you are only paying for the leads you truly want. If you still feel like Thumbtack is not the right fit for you and your business, we understand and wish you the best moving forward! 

• Initial Complaint

  Date:06/10/2025

  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 started using a app called thumbstack pro in the app the owners of the app automatically take your money out your bank, I didnt notice until I woke up seen all the the transactions I contracted them to tell them thats not right,. I tried disputing charges threw them they told me they couldnt do it they dont have a working phone or they act like they dont, the worst business I ever went threw Our conversation Hello Im new to thumbtack im wondering why do I have to pay for something I didnt approve and I truly think thats robbery from a customers point and a pros point! Im pretty sure you guys are having issues still and I do believe thats should be something resolved quickly Direct leads are charged automatically when customers contact you directly based on your preferences.For **Opportunities**, you only pay if the customer responds to your message.1. Set **max lead prices** for each service to control how much you pay per lead:- Go to Services - Select the service to update - Adjust the slider for your maximum lead price - Click "Save max prices" [Source](***********************************************************)2. Set a weekly budget to limit total spending across all services. This ensures you won't get new leads once you reach your budget limit. [Source](********************************************************) I didn't approve the message so either way I got to pay ? I understand your concern about charges. Based on our text messaging terms, you can control what communications you receive by texting STOP, END, CANCEL, QUIT, or UNSUBSCRIBE at any time to opt out of messages. Would you like me to provide more information about managing your notification preferences? [Source](*******************************************************************************************) Send me to a real person pls I understand you'd like to speak with a specialist. Our team is not available at this time since it's outside our business hours of 6 AM to 6 PM Mountain Time, Monday to Friday.

  Business Response

  Date: 06/11/2025

  Hello,

  Thank you for reaching out and sharing your experience.

  We understand how frustrating unexpected charges can feel, especially when you're new to the platform.
  

  Thumbtack is a lead-generation platform, and charges are applied when potential customers reach out directly based on your service preferences and budget settings. While leads are automatically charged, we do our best to provide tools that give you control over your spendingsuch as setting maximum lead prices and weekly budgets.
  

  We also have a dedicated team that reviews refund requests on a case-by-case basis. If you believe a charge was made in error or under circumstances that deserve a second look, we encourage you to email ****************************************

  Please include:

  -Your registered email and phone number
  -The customers name
  -Any screenshots or context about the lead
  -A separate email for each lead in question
  

  You can read more about our refund policy here: ***********************************************************, and request refunds directly here: *********************************************************************

  Should you have any remaining questions or issues, please feel free to contact us. You can email us at ******************************** or call us at ************ during our business hours, Monday through Friday, from 6 AM to 6 PM MST. 

  We appreciate your feedback and are here to help however we can.