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:09/07/2022

  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.

  Thumbtack is using fake accounts to incur repeated charges or exorbitantly high charges for fake customers

  Business Response

  Date: 09/14/2022

  ********, we appreciate you bringing this concern to the Better Business Bureau. We greatly respect the service providers that use Thumbtack and we don't allow fake leads on the platform. All leads on Thumbtack go through a verification process and we don't allow fake leads on the site. If you ever come across a suspicious lead, please report it to us right away by following this information: https://help.thumbtack.com/article/reporting-suspicious-activity. We'll look into the situation and take appropriate action as needed.

• Initial Complaint

  Date:09/07/2022

  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 never once used thumbtack and I have tons of charges on my account from them. They wont refund the money and have left me to contact my bank. When I call customer service nobody answers.

  Business Response

  Date: 09/14/2022

  Thank you for reaching out here, ****. We see that you did speak with our Support team on 8/27/22 and they followed up with an email in which you never responded to. Please respond to their email to continue discussing this concern. 

• Initial Complaint

  Date:09/07/2022

  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 highly rated 'pro' offering tutoring on their website for more than 12 or 14 years. Suddenly this past year they've set an incredibly high amount as a minimum, to get leads (prospect customers). I refused to pay that amount for a while, but I was getting nothing since they were no longer showing me on their site. Then a month ago I gave them $150 (the minimum they asked for), in order to get leads, and I still received zero, when at this time of the year (School started) I always get a ton of students and inquiries. I have called, there is no viable number, they're mock numbers, they don't work. I've asked for a supervisor to call me, no one does. I texted a "live" chat, and received the same condescending nonsense I get when I complain, and their absurd excuses. Then the woman on the chat said if I put even more money weekly, then I might have some leads. When I asked for my $150 back, she told me that there is no refund for "credit packages"... I don't even know what that means. I didn't buy any credit package. If they are not going to speak to me, if I am not going to get ANY leads, if they are not going to showcase me as I was before (because my weekly maximum is at $75 and not at $105 as they want me to place it, which is more than enough for three to four leads a week) then I want my money back. I feel robbed. It is too bad, this used to be a good place. Not any more.

  Business Response

  Date: 09/14/2022

  ******, thank you for reaching out here and we definitely value you as a service provider on Thumbtack. We see that you were able to get in contact with someone from our Support team and that a supervisor will be reaching out to you soon. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17929686
  
  I am rejecting this response because:
  I have asked repeatedly for a supervisor to call me,  who can explain what is going on, and no one has contacted me, other than that "customer service" person who repeats nonsensical things she must be trained to say...Like, it is actually great that you hike the price, so now we, the pro's, know that we are not going to pay more than that... This is insanity, I never, EVER had to $150 for leads in the 12/14 years I have been a pro with Thumbtack. I had always first or second, now I am thirteen or lower on the list. No one sees me or my services.
  

  Again, you have charged me $150 more than a month ago and not only I didn't have ANY leads, but I got a whole TWO views, when before you charged me this insane "minimum", by this time of the year-school starting- I would have had HUNDREDS of views and many new clients.
  Sincerely,
  
  Nolle Balfour

  Business Response

  Date: 09/21/2022

  Thank you for your response here, Nolle. We see that on September 15th, 2022, a member from our Supervisor team reached out to you via email providing their booking link for you to schedule a call. Please refer back to that email and click on the link to schedule a call with a Thumbtack Supervisor. 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17929686
  
  I am rejecting this response because: I just hung up with ****, who gave me the run around and told me that although thumbtack has given me zero leads nor views (only the few opportunities I can reach out hours after they've already received several responses), would not refund me the $150 I gave TT over month and a half ago. So, in brief, if I don't set a maximum of $115/week per lead, this will continue not giving me ANY customers, and even then it is not guaranteed. He had no real insight as to why I am -after 14 years, and great reviews and time response- not getting a single person to look at my profile...  After 14 years, this company not only suddenly decided to hike their minimum, but also hike their weekly amount, so you are trapped into giving them money for nothing.

  He told me that if I wait 90 days from the time I gave TT the money and still get not a single lead, they would then, maybe consider a refund. Clearly this company became a scam. It is not what it was and it is not what I signed up for.
  
   
  Sincerely,
  
  Nolle Balfour

• Initial Complaint

  Date:09/01/2022

  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.

  On 21st December 2021 ***************************** charged me $120 to fix my air conduction unit.at ******************************************, for leaking Freon.On 6th March 2022 the same problem with the ** unit started. leaking Freon. ******* went back to correct the problem and them charged $500, Saying he felt bad, but it is a Sunday and he have to charge extra. Thumbtack investigated my complain and sent me an email saying the will reimburse me $300 to honor their money back guarantee. But ***** Thumbtack case worker ***** told me upper management said ******* fixed the problem the 2nd time he went out and will only reimburse me $130, which I explained to Thumbtack representative *****, how do we know the problem is fixed and will not resurface late as in the past.***** said in that case i will have to reopen the case. On 14th July 2022 the same problem resurfaces. I called another Thumbtack Pro from Airgeekpro, **** who when out and troubleshoot the problem and found the same problem ******* overlooked. Leaking Freon. which cost me $600.I them called Thumbtack and reopen the case. Two day after I called Thumbtack for an update and the representative told me the case worker ***** told him the case is closed and they will not reopen it.All am I seeking is a fair conclusion. Regards,******

  Business Response

  Date: 09/09/2022

  Thank you for reaching out here on the Better Business Bureau. We did locate your incident with our Trust and Safety team and we see that you were paid out an amount that you agreed upon with Thumbtack. Since that is the case, we cannot reopen this as it is considered closed. We wish you the best of luck moving forward. 

• Initial Complaint

  Date:08/30/2022

  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.

  After going back and forth with Trust and Safety after a contractor on Thumbtack's site almost burned down my house/didn't do the job they said they would (I had to hire a new contractor to undo damage and actually do the work), they're now telling me they can take no further action to help me because the contractor hasn't found a resolution with me. It's absolutely unacceptable and I demand a full refund of my $800.

  Business Response

  Date: 09/06/2022

  Hi *******, we're very sorry to hear about your project. We appreciate you working through these concerns with our Trust and Safety Team. We were able to locate your case, and found that a refund has been worked out, since you originally submitted this complaint. It appears that you've worked with our team toward a resolution, please respond directly to our email from September 2nd if you have any questions. 

• Initial Complaint

  Date:08/30/2022

  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.

  I signed up for their $200 program. I immediately saw that the leads sent to us were too broad, and we were unable to even perform the work requested. I contacted Thumbtack immediately and was told it would be refunded. They continued to send irrelevant leads and charge me. I had to dispute the charge with my credit card company.

  Business Response

  Date: 09/01/2022

  Hi there, we're sorry to hear about your experience. It's frustrating to hear that the leads weren't what you were looking for, and the platform didn't work out for your business. We'd like to help you move forward and address your refund concerns. Unfortunately we weren't able to locate your account by the email address or number you shared, it might be associated with different contact information. In order for us to look further into your concerns, please email us at: ******************************** with more information. 

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get my money back from them for about a month now. I have all the information needed for my refund. They keep refusing and telling me that I have a balance. These people are frauds!! I want my money back and I would like to report them as well.

  Business Response

  Date: 09/01/2022

  Hi *****, we're sorry to hear these leads didn't work out. We do issue refunds for some leads, you're always welcome to submit those requests by following these steps: https://help.thumbtack.com/article/how-to-request-a-refund. All refunds are returned to your Thumbtack balance, we do not issue refunds to the original form of payment, this is agreed upon when signing up and agreeing to our Terms, you can review our full Refund Policy here: https://help.thumbtack.com/article/refund-policy. 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17793898
  
  I am rejecting this response because: this is a clear scam. I'll be sure to let other pros know!! Save the little money you have as a NEW business and invest in another company. This company is not it. Looking forward to the pending class action lawsuit against you guys!! I'll get my money back in the end. ??
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/12/2022

  We're sorry to hear about your experience on Thumbtack. We understand that a lead-generation platform, such as Thumbtack, might not work for every business. We wish you the best of luck moving forward. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17793898
  
  I am rejecting this response because: it didn't address the issue but only ignored it. If your model worked it would for everyone. Judging by your reviews it doesn't work for most. Which means it just simply is a scam. I wish you the best in finding a job once the company you're so committed to is shut down. Thank you for your time!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2022

  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.

  I employed a moving company that was promoted on this app. The movers came and damaged two pieces of my furniture. The movers are denying compensation and making it very difficult for me to obtain any form of resolution. I reached out to your resolution center and they told me the same thing the movers said. I then tried to schedule a call and received no call on my scheduled date. Im about to escalate this issue further unless I receive some form of compensation for the damages. The movers claimed they were insured but clearly that was a lie.

  Business Response

  Date: 09/01/2022

  Hi *******, thank you for making us aware of your experience, we're very sorry to hear about the outcome of your project. We were able to locate your case with our Trust and Safety Team, we've since found that you received a refund for these concerns. We hope that this refund is able to help you move forward from this experience, and that your concerns have been fully resolved. If you have any follow up questions, please respond directly to the email from our team that was sent earlier today. 

• Initial Complaint

  Date:08/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by a salesman from Thumbtack trying to sell me leads for my landscaping company. I explained what kind of leads I would be interested in, and the salesman promised I would receive many leads if I signed up. I paid $150 up front and did not see any leads for at least a week. I contacted Thumbtack online support and all they would say is that they don't promised any booked jobs. That is not the issue. I realize I did not purchase booked jobs. I purchased leads and DID NOT RECEIVE leads.

  Business Response

  Date: 09/01/2022

  Hi ******, we're sorry to hear about the confusion surrounding leads and how the platform works. We were able to locate your account and found that you've only interacted with one lead so far, at the very beginning of August. Please review this link to find more information about receiving the types of leads you want (by setting up your travel and job preferences), how to respond to leads, and how to manage them: https://help.thumbtack.com/pros/topic-targeting-preferences-lh-pro. We'd really like to help set you up for success, and we're confident we have all the tools you need to showcase your business and start winning jobs. Please let us know what other questions you have about leads, and you're always welcome to reach out to us by by texting ************ Monday through Friday 6am to 6pm Monday through Friday MST, or emailing us at ********************************. 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17790447
  
  I am rejecting this response because:

  Thumbtack promised me multiple leads in order to get me to sign up for their platform. They purposely lied and SCAMMED me. I will only accept a refund. If Thumbtack does not issue a refund by Wednesday 7th I will be submitting a fraud complaint to the Attorney General of *****.
  
  Sincerely,
  
  ****** Bass

  Business Response

  Date: 09/12/2022

  Thank you for reaching back out here on the Better Business Bureau. Your account is currently disabled due to issuing chargebacks, which is against our Terms of Use: https://www.thumbtack.com/terms/. For our Support team to be able to look into these charges, you will need to reverse the dispute with your financial institution.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17790447
  
  I am rejecting this response because:

   

  The chargeback was denied by bank. The chargeback was directly related to the fact that the Thumbtack salesman *********************** committed fraud in order to get me to sign up and spend $150.

  Once again, I am requesting a full refund of $150 due to the fraud committed against myself by ************************ 

  
  
  Sincerely,
  
  ****** Bass

• Initial Complaint

  Date:08/26/2022

  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 ordered the pro service for my minister website www.seattlemobileminster.com my email ****************************** They are charging me without even logging into their app. for leads, I didnt even click on the leads, so i called for a refund of the last three transactions, they will only give me a credit to their site. Thumbtack i will never use again so it does me no good. I even asked for a check refund they owe me and they refused.the total is ***** for the last three.I find this type a business tecnique a scam.

  Business Response

  Date: 09/01/2022

  Hi *******, we're sorry to hear about your experience on Thumbtack. It sounds like there may have been a misunderstanding about how the platform works when you signed up and got started. You can learn more about paying for leads and the basics of the platform here: https://help.thumbtack.com/article/spending-guide. While we can't guarantee jobs, we provide the tools, and the customers, to help you create a successful business. It sounds like you might've had targeting on and received automatic leads. We encourage you to submit refunds for these by following these steps: https://help.thumbtack.com/article/how-to-request-a-refund. All refunds are returned to your Thumbtack balance, this way you can use them for future leads.