Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As someone that is excited to build a business for the first time, Thumbtack is one of the worst platforms I have utilized. The business promotes that it makes its money on providers of service paying per lead rather than they making more sense to pay for the full cost of using a service based on the usage (ex. monthly, yearly, etc.) and having thumbtack take over $120 out of my account and the time span of using the app in less than two months, I have only customers. At this time, my account has been suspended for the last 31 days because I owe $28 on a lead for a wedding officiant,and I am a public notary service provider that cannot provide this requested service from a client. To both have my account suspended and to be charged for a client that I both cannot evenservice as well as did not perform a service for to owe a balance is ridiculous. I was only given a one time credit back for three clients that I have money deducted from my personal checking account connected with the platform, but did not provide the service. I was then told that providers are to only pay for each lead that is to be an inquiry, but not the service itself. Although a client may choose me, more than 50% of the clients I speak with are never finished completed services where payment is rendered with the service. I am giving money to the platform for free with over 60% of the time not confirming a clients business the platform of thumbtack tries to spin this as its all up to the client, and you have to continue to pay to be a showing lead of choice and it is not their fault if someone chooses not to do. I should not have $99 deducted out of my account for a week because a client has many options they can choose from, but only charge if it is officially confirmed between both a client and provider that service the requested. This platform is a scam, and it robs a businessman of being both productive and gaining a client list being profitable, but having to choose one or the other.

  Business response

  02/07/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  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 ********************** 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  
  
  
  

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the Thumbtack company to hire a pro to fix my dishwasher. He said it had a new motor and put it in, not putting back a piece that he did not know where to put. When I ran the dishwasher next, it overflowed over and under our wide plank floors and through to the cellar and insulation in the cellar ceiling. We had to have a company come and dry it out. Then repair the damage. I had already paid the pro $453 as evidenced by receipt, and had to pay an extra charge on the amount because his Venmo was not working, which was $17 for each charge, for a total of $487. We had to pay our home owner's insurance deductible for $1000. And we had to buy a new dishwasher for $820.67. I am looking for a refund of all expenses, totalling $2307. I am including the receipt for the payment for the pro and the new dishwasher. And e-mails from the company with no solution.The company they used is FastPro and the pro is ****** ********. We had to undergo a great deal of aggravation as there were commercial fans in our kitchen to dry it out for several days. We had no dishwasher and it was very difficult to do dishes by hand with the fans there, not to mention the horrible noise we had to live with. I am only asking for a refund for all the money put out. Our house insurance company is *******.

  Business response

  02/07/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.

  We're very sad to see that you have concerns with the pro you hired. We have very high expectations for all users on Thumbtack, and we want to know when things go wrong. 
  
  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. 
  
  If you have further questions, please let the Trust and Safety specialist you've been working with know. 

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I created an account for this app thumbtack in order to find leads and pay for them if they fit my description. I signed up for the reason I can look them over and pay if I wanted to pursue the job. They sent me a random lead that doesnt fit my job description and the customer is requesting something I do not offer. The company insists that I pay the $50 and refused to refund me even though I went through the process. I asked for a supervisor and didnt get one, I filled out the form they requested and denied my refund request. I have no information from the client. I have no way of contacting them and I dont want to because I dont offer what they want. But thumbtack is still charging me even though I have not opened any information or seen any contact information. Every other site Ive used only charges me when I decide to take the lead. I have not taken or seen any information and they still refuse to issue the refund. Please help, this is very scammy and I didnt expect them to bully me into paying for something I cant use or havent seen.

  Business response

  02/06/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  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 ********************** 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

• Initial Complaint

  02/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see word doc attached with a breakdown of the over $300 fraudulent charges that thumbtack took from my account without my permissionn not to mention the $60 overdraft fee and late fees I will be paying as a result of them taking every single ***** for my account I have absolutely no money because they took every single ***** that I have and they did not provide me with anything for that money at all!!!

  Business response

  02/06/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  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 ********************** 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer response

  02/06/2025

   
  Complaint: 22888197
  
  I am rejecting this response because:

  I have never accepted any leads, services, or benefits from Thumbtack. I have also repeatedly requested for my account to be deactivated at it's inception (this is now my fourth request) and yet you continue to dismiss my refund request with irrelevant explanations.
  
  
  Your response does not address the core issue: I was charged over $300 for absolutely nothing. Your refund policy is irrelevant if no service was provided. A company cannot lawfully take money from a customer and refuse to return it when no product or service was received.

  In my 43 years of life I have never dealt with a company like yours. I am shocked at the level of unethical behavior that you are exhibiting I could go into how many things I have seen since dealing with your company that I know are illegal and I will not stop and continue in my pursuit to get my money back, that you stole from me You are nothing more than a criminal enterprise in my eyes and I will not waver when it comes to my position You stole money out of my account as a result I am unable to feed myself, I'm unable to pay my storage bill which I'm about to lose if not paid by next week, i am unable to get gasoline in my car right now and as a result I have no way to get to work,  and I'm overdrawn in my bank acct by $60  amongst many other ill effects of your actions. I was told that my card would never be charged by you or anybody at your place of business unless I accepted a lead and  I HAVE NOT even opened  one of your leads. I am asking you to deactivate my account ( THIS IS NOW THE 5TH TIME I REQUESTED THIS) I HAVE NOT gained anything from your company I'm not been provided any services by your company and I do not want to deal with your company anymore! I just want my hard-earned money back so that I could feed myself and put gas in my car to go to work and to pay my storage bill so I don't lose my possessions. It's my money You took it without my permission and I will not waver in my position on this not even for a second You guys are a fraudulently ran and criminally minded business and The only thing that I'm asking for is my money and to never deal with your company again that's the only thing that I'm asking. Just return what is mine and go away please!
  Sincerely,
  
  ***** *******

  Business response

  02/10/2025

  Thank you for following up with Thumbtack through the Better Business Bureau. When you created an account and began using our platform, you agreed to our Terms of Use. These terms outline how our platform operates and the associated charges.
  
  Our platform automatically provides leads to professionals in your field, and a charge is incurred when these leads are received. This process is explained in our Terms of Use. While we understand that you haven't actively used the leads, the charges are associated with the delivery of those leads, not their acceptance or use.
  
  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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  
  We've also confirmed that your account has been deactivated as per your request. If you need more details regarding your account, please feel free to reach out to our Service and Support team directly.

  Customer response

  02/11/2025

   
  Complaint: 22888197
  
  I am rejecting this response because:
  

  
  Complaint: 22888197

  To Whom It May Concern,
  I am rejecting your response for the following reasons:
  First and foremost, your reply reflects highly unethical business practices. Additionally, the email I received appears to be computer-generated rather than personally addressed, which suggests that your company is not taking my complaint seriously or making any genuine effort to resolve it.
  In your response, you stated that your company "automatically provides leads." However, in prior communications, you claimed that the $300 charge was due to advertising efforts on my behalf. This contradiction raises serious concernsare leads automatically provided, or am I being charged for advertising? Furthermore, where are these leads coming from? I have never used any of your leads, and based on what I have read, your company has been providing leads that are completely invalidincluding names of non-existent individuals. Charging over $100 per lead for contacts that are not even real is not only unethical but fraudulent. I am relieved that I never used your services and am rejecting them entirely. I will continue to demand a refund because your company operates in a deceptive and unethical manner.
  Your email also states that "all sales are final and non-refundable." However, I did not use your services, nor did I agree to any charges beyond what was initially explained to me. When I signed up, I was explicitly told that I would only be charged if I ACCEPTED a lead. Logically, an ethical business would have a processsuch as an approval buttonto confirm lead acceptance. That did not happen. Instead, you automatically charged my card without my authorization. I provided my debit card numbers under the impression that it was required solely for processing payments TO ME in the event that I completed a job for a lead I accepted and it was at that point that I was told on your website that I would pay a fee to you, I did NOT give you my debit card information for you to withdraw funds from my account whenever your "automatic" leads came through without my consent or acceptance and without any notification from your company. This was a complete misrepresentation of your policies and practices.
  Additionally, your email states that you "care about business owners and understand that every dollar counts," and that in certain cases, you will issue account credits. However, given the unethical nature of your business, why would I or anyone else want credits instead of a rightful refund? I have no desire to continue any business with your company. After seven separate requests, I appreciate that you have finally deactivated my account, but it should not have taken this long. Also, if my account is deactivated, why would you even mention account credits? This further supports my belief that your emails are generic, automated responses rather than genuine communications from an actual representative.
  Finally, your email directs me to your refund policy despite the fact that I have already requested a refund multiple times. You can continue to deny my request, but I will not stop pursuing what is rightfully mine. I have already filed another complaint with the ************************ and I am actively seeking a seasoned and aggressive legal team. It would be in your companies best interest to simply refund the money that is rightfully mine. 
  Sincerely,
  ***** *******
  

   

  Business response

  02/12/2025

  Thank you for reaching out.

  We appreciate your concerns and want to assure you that our goal is to support your success, not to engage in any unethical practices. When customers create leads on our platform, they provide their job details and select the pros they wish to work with, ensuring a legitimate connection.

  When you create an account with us, you agree to our Terms of Use, which clearly outline how and when charges for leads are applied. While we do not offer refunds for leads, we do occasionally provide account credits that can be used if you decide to return to our service in the future.

  Even though your account is currently deactivated, any credits you currently have will remain available to you. If you have any further questions or need assistance, feel free to reach out!

  Customer response

  02/12/2025

   
  Complaint: 22888197
  
  I am rejecting this response because:

   

  Subject: Opting Out of Arbitration & Demand for Refund
  Dear Thumbtack inc,

  Subject: Urgent Refund Request & Formal Arbitration Opt-Out
  Dear Thumbtack,
  I completely reject your response as your companys actions are unethical and harmful to consumers. You have wrongfully withheld over $300 from me, despite my repeated requests for its return. Instead of addressing my concerns, you continue to direct me to your policies and procedures, which you seem to believe are legally binding. However, after thoroughly reviewing them per your suggestion, I have found that manyif not allof these terms are unethical and exploitative toward consumers.
  At this time, I am formally opting out of arbitration, as permitted under your policies within 30 days of signing up. I will also send a separate email to ******************************************************** as required within the 40 day time period.
  This matter is far from over, and you are running out of options to resolve this matter in a way that would be in the best interest of your company. I am simply asking for the return of the money that is rightfully mine. I received no services, no products, and no benefits in exchange for the over $300 that you unilaterally charged me. I did not contract through any leads, nor did I take anything from your companyI am only requesting the return of my own hard-earned money.
  Furthermore, the unauthorized withdrawal of these funds has caused me significant financial harm, including:
  Late fees due to missed payments.
  Being locked out of my storage unit, where all of my possessions are held.
  Loss of grocery money, leaving me without essential food.
  Inability to afford gas, limiting my ability to work and meet my obligations and causing me to have a overdrawn amount in my checking account of $60.
  These consequences were directly caused by your companys unethical and irresponsible actions.
  To be clear: I am simply asking you to return the money that belongs to memoney that I earned through my own labor. This is not complicated, it is not unreasonable, and it is the only ethical resolution to this matter.
  I will now take the next steps using the information your company directed me to reviewhighlighting to the appropriate regulatory and legal authorities just how unethical your companys practices are. I expect a prompt resolution regarding my refund

  
  I have reviewed your policies and procedures and identified several problematic provisions. Below, I will outline specific quotations from your own policies, followed by an explanation of why they may constitute unethical, illegal business practices and violations of consumer rights: format is as follows number 1 2 3 4 will start out talking about the the policy that they are stating they can do their actual wording from their policies and procedures will follow and they will end why this is a potential violation of consumer rights and protections

  
  1. Thumbtack Can Take Your Money Without Notice
  
  > "Requiring you to forfeit certain funds (including by way of setoff of amounts processed or held by Thumbtack in connection with your use of the Platform)"
  
  
  
  Why Its a Problem:
  
  They can keep your money without explanation, which could be considered unjust enrichment (illegal in some jurisdictions).
  
  No clear refund policythey can penalize you financially at their discretion.
  
  
  Potential Legal Issue:
  
  Violates fair business practices under consumer protection laws (e.g., FTC rules on unfair contract terms).
  
  
  
  ---
  
  2. No Accountability for *********** or Fraud
  
  > "Thumbtack does not sell or otherwise provide *************** any ************ solicited are provided by an independent Service Professional without any representation or warranty from Thumbtack."
  
  
  
  Why Its a ************************************** markets itself as a trusted platform, but disclaims all responsibility when things go wrong.
  
  If a service provider scams you, Thumbtack isnt liable even though they facilitated the transaction.
  
  No screening or guaranteesyet they profit from connecting users.
  
  
  Potential Legal Issue:
  
  False advertising or deceptive practicesif Thumbtack markets trust and security but does nothing to verify service professionals, it could be considered consumer fraud.
  
  Many states have "duty of care" laws requiring platforms to protect users from foreseeable harm.
  
  
  
  ---
  
  3. Forced Arbitration & No Class Actions
  
  > "You may not sue Thumbtack in court. You must use arbitration, and you waive the right to a class-action lawsuit."
  
  
  
  Why Its a Problem:
  
  If Thumbtack wrongfully withholds your money, you cant sue themyou must go through arbitration, which is usually favorable to the company.
  
  No class-action lawsuitsthis prevents users from joining forces against unfair practices.
  
  
  Potential Legal Issue:
  
  Some courts have ruled arbitration clauses "unconscionable" if they create an unfair power imbalance.
  
  The CFPB (************************************) has investigated arbitration clauses as a form of consumer exploitation.
  
  
  
  ---
  
  4. Account Termination at Their Discretion
  
  > "We may, in our discretion, with or without cause, with or without prior notice and at any time, limit, block, suspend, deactivate or cancel your Thumbtack Account in whole or in part."
  
  
  
  Why Its a Problem:
  
  No transparencythey can ban you for any reason.
  
  If you spent money advertising on the platform, they can block your account without refunding you.
  
  No appeals processyour account and earnings could be lost permanently.
  
  
  Potential Legal Issue:
  
  Unfair contract termsmany countries/states require platforms to provide a reason for account termination.
  
  Could be considered breach of contract if a professional paid for services but gets banned without explanation.
  
  
  
  ---
  
  5. Thumbtack Can Use Your Content Without Paying You
  
  > "By making available any User Content on or through the Platform, you grant Thumbtack a worldwide, irrevocable, perpetual, non-exclusive, transferable, royalty-free license..."
  
  
  
  Why Its a Problem:
  
  Anything you post (photos, reviews, work samples, etc.) becomes Thumbtacks property.
  
  They can use your work in advertising without crediting or compensating you.
  
  
  Potential Legal Issue:
  
  If someone posts a copyrighted image, Thumbtack could be violating intellectual property laws by using it without permission.
  
  
  
  ---
  
  6. They Can Change the Rules Anytime
  
  > "Thumbtack reserves the right, in our sole discretion, to modify these Terms at any time and without prior notice."
  
  
  
  Why Its a Problem:
  
  They can change fees, policies, or rights without giving you time to opt out.
  
  Even if you signed up under one set of rules, they can add new restrictions whenever they want.
  
  
  Potential Legal Issue:
  
  Contract laws generally require "reasonable notice" before changing terms that affect financial or legal rights.
  
  
  
  ---
  
  7. No Liability for ANYTHING
  
  > "Thumbtack makes no representations or warranties as to the conduct of users of the platform You agree that Thumbtack is not liable for any harm resulting from your interactions with other users."
  
  
  
  Why Its a Problem:
  
  They dont take responsibility for fraud, scams, or safety issues.
  
  Even if they know a professional has bad reviews, they dont have to remove them.
  
  
  Potential Legal Issue:
  
  Could be considered negligentespecially if they fail to act on clear evidence of scams or dangerous service providers.

   

  Have a nice day!
  
  
  

  
  Sincerely, 

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

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

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB Representative,I am filing a formal complaint against Thumbtack regarding an unjust charge for a fraudulent lead and the companys refusal to provide a refund despite clear evidence of ************* a professional who has used Thumbtacks platform for years, I paid $70.52 for a job lead in 01/25/2024 where the provided phone number was inactive. When I attempted to contact the client, I received a message stating that message blocking was active, proving that the number was invalid. I promptly submitted screenshots and other supporting evidence to Thumbtack, yet my refund request was unfairly denied. Throughout the year, I contacted Thumbtack multiple times to reach a solution but none of my attempts worked(All the related screenshots provided).Thumbtacks support team claimed that they have tools to verify the validity of phone numbers. However, these tools do not change the fact that I was unable to reach the client. A lead is only valid if a professional can actually communicate with the customer. *********************** refusal to acknowledge this and their insistence on keeping my payment despite clear evidence is both deceptive and unfair.Additionally, I initiated the refund request within the required timeframe, but Thumbtack failed to process it fairly. This raises serious concerns about the platforms handling of fraudulent leads and its lack of protection for professionals who rely on their service.I am seeking a full refund for the fraudulent lead charge and a review of Thumbtacks policies to prevent similar incidents for other professionals. I also request that BBB investigates Thumbtacks handling of disputes and their accountability regarding fraudulent leads.I appreciate your time in reviewing my complaint and look forward to your ************* regards.Time of the

  Business response

  02/04/2025

  Thank you for contacting Thumbtack through the Better Business Bureau. 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 ********************** 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer response

  02/05/2025

   
  Complaint: 22880026
  
  I am rejecting this response because:
  On January 25, 2024, I paid $70.52 for a job lead which provided an inactive phone numberconfirmed by screenshots and a blocking messagethat made it impossible to reach the prospective client. Despite submitting this clear evidence and requesting a refund in a timely manner, Thumbtacks response was generic, stating that all sales are final and non-refundable per their Terms of Use. This blanket policy does not address the fact that the lead in question was defective, as its value is inherently tied to the ability to contact a potential customer.

  I have been a professional user of *********************** platform for years and have consistently relied on it to connect with clients. However, when a lead is proven to be fraudulent, retaining my payment is both unjust and damaging to my business. The response I received fails to consider the specific circumstances of my case, and I believe it unfairly disregards the evidence that clearly shows the leads invalidity.
  

  I respectfully request that the BBB take the following actions on my behalf:
  -Advocate for a full refund of $70.52 for the fraudulent lead.
  -Encourage Thumbtack to review and update its policies so that professionals are not penalized for leads that are demonstrably defective.
  -Facilitate a more detailed and case-specific response from Thumbtack that addresses the evidence I have provided.
  

  I value the BBBs commitment to ensuring fair business practices and protecting consumer rights. I am hopeful that with your assistance, this issue can be resolved in a manner that is just and equitable for all parties involved.
  Thank you for your attention to this matter.
  Sincerely,
  **** *****

  Business response

  02/06/2025

  Thank you for following up with Thumbtack through the Better Business Bureau. 
  
  We appreciate your bringing this matter to our attention. We understand that not every lead works out, and we realize how frustrating that can be.
  
  At Thumbtack, we take lead quality seriously and verify all phone numbers on our platform before they are included in leads. However, we also understand that phone numbers can sometimes change or become inactive after they have been verified. In addition to providing phone numbers, our platform allows you to contact customers directly through our messaging system.
  
  We understand that you're disappointed with the outcome and would like to request a refund.
  
  As stated in our Terms of Use, all sales on our platform are final and non-refundable. This policy is in place to ensure that we can maintain a fair and affordable marketplace for all users.
  
  We have carefully reviewed the lead in question and determined that it does not meet the criteria for a refund. While I understand that this may not be the answer you were hoping for, we believe that our policy is fair and reasonable.
  
  We appreciate your understanding and value your business.
  
  

  Customer response

  02/06/2025

   
  Complaint: 22880026
  
  I am rejecting this response because:

  Thumbtack states, At Thumbtack, we take lead quality seriously and verify all phone numbers on our platform before they are included in leads. However, the lead in question provided a phone number that was inactive, evidenced by the screenshots and the blocking message I received, making it impossible for me to contact the potential client. This clearly indicates that the verification process either was not robust enough or that the number was invalid from the outset.
  
  Thumbtack also mentioned that phone numbers can sometimes change or become inactive after they have been verified. I would like to point out that I responded to the lead within minutes of its issuance. Given this very short time frame, it is highly unlikely that the phone number became inactive immediately after verification. The evidence suggests that the number was never valid, rather than having become inactive post-verification.
  
  While Thumbtack offers a messaging system to contact customers directly, I utilized all available methods including direct phone calls and in-app messaging to reach the prospective client. The lack of any response via these channels reinforces that the contact information provided was defective. If the provided details had been accurate and the customer reachable, I would have had a reasonable expectation of establishing contact.
  
  Thumbtacks blanket statement that all sales on our platform are final and non-refundable does not account for situations where the lead is demonstrably fraudulent. In cases involving inactive numbers, fake leads, or similar issues that render the service defective, it is only fair that such transactions be refunded. I have provided clear evidence that the lead was invalid. Expecting a payment to be retained for a service that failed to deliver its fundamental value is both unfair and misleading.
  
  In light of the above points, I respectfully request that Thumbtack reexamine the evidence provided and issue a full refund of $70.52 for the invalid lead. I believe that ensuring a fair and transparent process will benefit not only my business but also the broader community of professionals who rely on your platform.
  
  Thank you for your attention to this matter. I look forward to your prompt response addressing these concerns.
  Sincerely,
  
  **** *****

  Business response

  02/07/2025

  We want to take a moment to acknowledge your feelings about not securing the job with the customer. We completely understand how disappointing that can be, especially after investing your time and effort.
  
  Weve thoroughly reviewed your refund request, and were sorry to inform you that, unfortunately, it does not qualify for a refund. We know this news is frustrating, and we appreciate your understanding during this process.
  
  Thank you for your continued patience, and please feel free to reach out to our support team if you have any further questions.
  

  Customer response

  02/08/2025

   
  Complaint: 22880026
  
  I am rejecting this response because:

  Thumbtacks response, relying on a blanket all sales are final policy, fails to address that I was charged for a clearly defective service. I respectfully request a full refund of $70.52 for this invalid lead.
  Thank you for your attention to this matter. I appreciate your help in ensuring a fair resolution.
  Sincerely,
  
  **** *****

• Initial Complaint

  01/27/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my serious concerns regarding Thumbtacks practices when it comes to connecting contractors with customers. It has become increasingly clear that Thumbtack hides behind vague language and loopholes in their policies, allowing unlicensed and uninsured contractors to operate on their platform. This poses significant risks to homeowners who are unknowingly introduced to individuals who lack the necessary qualifications to perform essential tasks that require county permits and proper licensing. It is deeply troubling that Thumbtack appears indifferent to this issue, consistently circling back to the claim that "we only introduce you to pros." In reality, without proper vetting, they are allowing potential illegal contractors to advertise their services, which feels akin to letting a fox into the chicken coop. This situation is not only sad but alarming, as it ultimately jeopardizes the safety and satisfaction of customers looking for reliable services. It seems that Thumbtack prioritizes profits over the well-being of both homeowners and legitimate contractors. A more rigorous vetting process is essential to ensure that only qualified and insured professionals are allowed on the platform. This change is vital to restore trust and protect customers from potential harm.

  Business response

  01/31/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We definitely understand your frustration, and we are very sad that things did not go as planned for you. Due to your concerns, we want to clarify a few quick things about how our platform operates. 
  
  As a third-party advertising platform, Thumbtack connects customers with businesses in their local area to help complete projects. We are not involved in any hiring decisions, agreements, or transactions between service providers and customers. We provide tools that allow businesses to showcase their relevant credentials and qualifications, including the option to upload their license if they choose. Customers have the responsibility to decide who to hire based on this information. 
  
  It's important to note that any statements on a businesss profile are provided by the businesses themselves. Since we do not endorse these businesses, we encourage all customers to research potential hires and make their own informed decisions about their suitability for each project. 
  
  While we expect every business on Thumbtack to be qualified for the projects they quote on and to adhere to our Terms of Use and local licensing laws, safety is our top priority. If you come across any service providers who are not abiding by licensing laws, please report them to us through this link:
  
  ******************************************************
  
  We take the safety of our platform very seriously and appreciate your help in maintaining its integrity.
  
  

  Customer response

  01/31/2025

   
  Complaint: 22865746
  
  Thank you for your response to my concerns regarding the vetting process for businesses listed on Thumbtack. While I appreciate your acknowledgment of the situation and your intent to clarify your platform's role, I find that some critical issues need further addressing.
  Your platform, as a connector of customers to service providers, plays an influential role in shaping the trust and safety perceived by its users. Although you mention that Thumbtack is not directly involved in hiring decisions, this doesn't absolve the platform of responsibility in ensuring the credibility and qualifications of the service providers. By allowing businesses to self-report their qualifications without thorough vetting, there is a potential risk of introducing customers to contractors who may lack proper training, licensing, or the necessary skill set.
  Consider this scenario: a customer unknowingly hires an inadequately qualified contractor based on potentially misleading claims on your platform. This situation is akin to a parent leaving a 5-year-old child alone in a room with an unsecured, loaded firearm. Both scenarios involve critical implications where oversight and proper precaution are paramount for safety and reliability.
  Thumbtack claims to uphold integrity, yet without stringent guidelines or a robust verification process, this promise seems superficial. What measures are in place to ensure that businesses adhere to integrity and reliability standards before they can advertise their services on your site? If self-reported credentials form the basis of your model, how can you assure customers of their validity?
  I urge ********************** to consider implementing more comprehensive vetting processes and clearer guidelines that substantiate your commitment to integrity and safety. Such measures would not only enhance trust among current users but also safeguard the reputation of your platform as a trustworthy intermediary.
  Thank you for your attention to these concerns. I look forward to hearing about any steps Thumbtack might take to address these issues.
  
  Sincerely,
  
  ******* **********

  Business response

  02/03/2025

  Thank you for reaching out to us.

  At Thumbtack, we prioritize the safety of our platform and take this responsibility very seriously. That's why we require all service providers to undergo a background check and upload any necessary licenses based on their location. If a service providers licensing has been verified, you will see a verified badge next to their information.

  However, please keep in mind that Thumbtack is a third-party advertising platform. It is ultimately your responsibility to review the details provided by the service providers and conduct your own research. Your choice in hiring is based on the information you gather, so we encourage you to take the time to ensure you feel comfortable with your decision.

  If you have any other questions or need assistance, feel free to reach to reach out to our service and support team directly.

  Customer response

  02/03/2025

   
  Complaint: 22865746
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good evening! I have been using the Platform "THUMBTACK" for over 5 years. I take my business seriously as well as the platform. As an artist, struggling for success and living, Thumbtack doesn't show reciprocated appreciation for us "pros". As a pro, I feel like Thumbtack "does not " treat us well!!!! For instance, struggling artists such as myself, paying for "dead end" leads!!!!! THUMBTACK has tightened up the refund policy, to get more "RICH" and keep the "PROS" POOR!! LIKE CHEAP STRIPPERS ON A STREET CORNER!! that's how I feel. THUMBTACK, Provides a potential client, or " window shopper " their phone number when they click , to inquire services. So, as of lately, when I go to reach out to the potential customer from the phone number that ********************** provided, not only the customer doesn't respond on the platform, they never responded to the text message that I tried on 2 of my phone numbers. I never got any response, on any platform. It costed me $38 dollars to talk with absolutely no one! And Thumbtack has denied me a refund.!!! SHAME ON YOU!! The cost of living is so high, it's hard to live everyday, or put food on the table. THUMBTACK, YOU NEED TO DO BETTER BY US PROS, IF NOT A REFUND BUT A BETTER SYSTEM TO RE ASSURE BETTER COMMUNICATION, AND PROTECT THE "PROS" THAT KEEPS YOUR PLATFORM ALIVE !!

  Business response

  01/31/2025

  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 ********************** 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  
  
  
  

  Customer response

  01/31/2025

   
  Complaint: 22865311
  
  I am rejecting this response because: it is unacceptable and the company can do better by the people who put money in their pocket. 
  
  Sincerely,
  
  ******** ********

  Business response

  02/03/2025

  Thank you so much for reaching out here with these concerns. We have reviewed your account and have found that the leads in question were legitimate leads. We definitely understand the frustration in not getting hired. As a lead-generating platform, customers can reach out to you wanting to learn more about your business. Customers can only reach out if their project details match your targeting preferences. You're investing in getting your business in front of potential clients, which doesn't always mean you'll be hired, however, we hope that you are.

  Also, we greatly respect the professionals who use our site and the money they spend with us. As such, all leads on Thumbtack go through a verification process and we do not allow fake leads on our platform. If a professional ever comes across a suspicious lead, we ask them to please report it to us right away by following this information: ********************************************************************************;We will look into the situation and take appropriate action as needed.

   If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer response

  02/04/2025

   
  Complaint: 22865311
  
  I am rejecting this response because:
  Thumbtack is claiming they thoroughly go through a client verification process which is totally false. 
  Sincerely,
  
  ******** ********

• Initial Complaint

  01/24/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Thumbtack has charged $100's of in fake leads. They also charge for whatever fake leads they send you, even if it's not in your preferences. For instance, If someone selects "a/c repair" and says they're having a heating problem, anyone with a brain, can tell you a/c's don't heat, furnaces do. Therefor its a furnace problem. Furnaces aren't selected as a preference. Most of the time the fake customer doesnt even answer and they still chage you $. When trying to dispute, they make it so convoluted to get $ back, it's not even worth it. Their customer service is c*** and they lie so they can charge you for nothing.

  Business response

  01/29/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We greatly respect the pros who use our site and the money they spend with us. All leads on Thumbtack go through a verification process, and we don't allow fake leads on the site. 
  
  If you ever encounter a suspicious lead, please report it to us right away here: ***************************************************************************. We'll look into the situation and take appropriate action as needed.

  Customer response

  01/29/2025

   
  Complaint: 22853227
  
  I am rejecting this response because:

  The fake leads are generated by thumbtack so we get charged for a lead that wasnt ever a real job. Not fake leads from outside customers that you filter. There is no reply by the customer, and no fair attempt at a possible job. Your generic AI generated reply is unacceptable.
  
  Sincerely,
  
  **** *****

  Business response

  01/30/2025

  Thank you so much for reaching out here with these concerns.

  We have reviewed your account and have found that the leads in question were legitimate leads. We definitely understand the frustration in not getting hired. As a lead-generating platform, customers can reach out to you wanting to learn more about your business. Customers can only reach out if their project details match your targeting preferences. You're investing in getting your business in front of potential clients, which doesn't always mean you'll be hired, however, we hope that you are.

  Also, we greatly respect the professionals who use our site and the money they spend with us. As such, all leads on Thumbtack go through a verification process and you're welcome to report suspicious leads to us: ***************************************************************************. We will look into the situation and take appropriate action as needed.

  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Absolutely horrible company that does not care about clients after they've connected them to scam artist. I would not recommend this company to anyone. Thumbtack is a scam. They charged me for wrongful leads and, despite notifying them, refused to refund my money. They exploit professionals and offer no accountability. ***** this platform!

  Business response

  01/27/2025

  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 ********************** 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

• Initial Complaint

  01/19/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was charged twice for the same lead and need a refund of a second charge ($21.67) for duplicate "lead" ****** *********. In addition, the second time the lead came through, the job was well below our set pricing for the services needed. I did not agree to the second charge for the same lead. While the team has provided a "credit" to my Thumbtack balance, I need a true refund, not a credit back to the account. I do not wish to use Thumbtack for any future services, so a "credit" back to the Thumbtack account does nothing and still results in Thumbtack being paid for a *********** repeatedly requested, I am seeking a refund $21.67 to our card on file. I have reached out to Thumbtack 3-4 times so far and the team has been completely unhelpful.

  Business response

  01/24/2025

  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 ********************** 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer response

  01/27/2025

   
  Complaint: 22832651
  
  I am rejecting this response because I requested a refund to my card, not a credit to the Thumbtack account. If you refund the charge to my credit card, I will mark this complaint as resolved.

  Please immediately refund the requested amount to my credit card on file. I received two charges for the same lead and need a refund (NOT A CREDIT) of the second charge. I have already gone through the refund request process with the Thumbtack team, and they were completely unhelpful. Again, if you refund the charge to my credit card, I will mark this complaint as resolved. 

  Business response

  01/28/2025

  Thank you for reaching out to us regarding your recent experience. We understand that this situation may have caused some frustration, and we appreciate your feedback.

  We want to clarify that we do not issue refunds back to credit cards. However, in certain circumstances, we do offer refunds in the form of Thumbtack Credit. This policy is outlined in our terms of service, which all users agree to when signing up and using our platform.

  We encourage you to review our terms of service for more detailed information about our refund policies. We value your understanding and are here to assist you with any further questions or concerns you may have.

  Thank you for being a part of our community.

  Customer response

  01/28/2025

   
  Complaint: 22832651
  

  It is absolutely predatory and ridiculous that Thumbtack "will not offer refunds" and will only offer "credits" for duplicate leads. I have already stated a credit is not at all useful. A refund is needed and warranted, and Thumbtack knows it. Thumbtack is fraudulently profiting from fake leads, duplicate charges/leads, and leads that absolutely do not match the job criteria businesses set. DO NOT SIGN UP WITH THUMBTACK. 

  If Thumbtack issues the REFUND AS REQUESTED, I will mark this case as resolved and you won't hear from me again. Best.

  Business response

  01/29/2025

  Thank you for reach out to Thumbtack with your further concerns about the refund you have received.

  We have reviewed your concerns, and we are not able to return the fees to the card you have on file. As we have mentioned returning refunds to your card is only available in certain circumstances and this refund was not eligible to be returned to your card. We have applied it to your account as a credit. 

  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

*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. ↩