Complaints

• 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: ******************************************************************

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thumbtack is a company that sell you leads. Leads are supposed to be real customers that go on the site looking for a contractor. Ive been with thumbtack for over three years. In the begging it was pretty good the price of the leads where fair and the leads where real. I feel like in the pass year and a half thumbtack has raised their prices to where its hard for a small business to keep up. Even though it tuff to accept Thats not even my issue. I feel like thumbtack is scamming contractors with FAKE LEADS using FAKE CUSTOMERS. I always respond to a customer within seconds and they usually pick up the phone or respond to a text. In the last year and a half I respond within seconds to almost all my leads and no one picks up the phone or responds to the text. The sad part is that I put in for a refund and not get anything back. For me thumbtack didnt start as a scam but now its a full blow SCAM !! This country has gone to garbage. The fact that a company could do this to small businesses just looking to make a honest living is sad. Theres no oversight. Theres no way to reach anyone at thumbtack to speak to anyone through the cite. Please look into this company. I know Im not the first ************** to put in a scam complaint about THUMTACK..

  Business response

  01/22/2025

  Thank you for contacting 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.
  

• Initial Complaint

  01/17/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted a fence company through Thumbtack to give me a quote. Thumbtack gave the information in my conversation to other companies who solicited my service making me thing they were from the other company. I never authorized Thumbtack to give my information to competitors

  Business response

  01/23/2025

  Thank you for reaching out to Thumbtack and bringing your concerns to our attention. 
  
  We genuinely appreciate your communication. I want to assure you that we take your personal information very seriously and do not share it with anyone unless you give us explicit authorization.
  
  When you create a project request, the details you provide are sent only to the service providers you select. Your privacy and trust are our top priorities. 
  
  

  Customer response

  01/23/2025

   
  Complaint: 22826276
  
  I am rejecting this response because: I contacted them prior to reporting them.  It was only because they denied that they had done wrong or could do anything about it that I contacted you.

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

  Business response

  01/24/2025

  Thank you for reaching out to Thumbtack and sharing your concerns with us. 
  
  We truly value your feedback. We want to reassure you that we prioritize your personal information and do not disclose it to anyone without your explicit consent. When you submit a project request, the details you share are only sent to the service providers you choose. 
  
  Protecting your privacy and maintaining your trust are our highest priorities.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 9, 2025, I called Thumbtack to discuss a problem with a sink installation I received from on of their services pros on December 21, 2024. I explained the sink was leaking and scratched. I attached pictures to support my claim. I was told it would take 2 or 3 business days to get a respond. On Tuesday, January 14th, I called to inquire about my leaking sink. I was told no one had reviewed by issue and that I would hear back on Wednesday. On Wednesday, I did not hear from Thumbtack. Today, Thursday, January 16th, I followed up and spoke with ****** who shared the complaint still had not been reviewed. She offered to send to Trust/Safety Dept.and that it would take another 1 or 2 business days. I reminded her that my sink was leaking and required a bucket to keep water off the floor. I asked for a supervisor, I was told no one was available.

  Business response

  01/21/2025

  Thank you for contacting Thumbtack through the Better Business Bureau. 
  
  We are sad to hear about the concerns you experienced with the service provider you hired. We understand how important this matter is to you, and we want you to know that a member of our Trust and Safety team will be reaching out shortly to discuss your concerns in detail. 
  
  We appreciate your patience as we work to address this.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a pro member of Thumbtack for a few years now. Out of all the 52 leads that I received, I only actually spoke to a handful of real people and only got 7 jobs from them. They charge for leads that often do not fit my profile, as I do total remodels and not piece work. They charge for leads that when you call the client directly after they choose you, they do not answer and never call back. I have put thousands of dollars into their company and when I ask for a refund, it very tough to get in contact with support and when you do, they barely speak English and have minimal understanding of the issues. They lack the knowledge of a contractor/client interaction. And they have never been accountable for any of the errors. For example, I do total kitchen remodels: today they charged me 70 for a lead for a guy only wanting a cabinet repaired. This is unacceptable and should not be allowed to continue. Thumbtack gets richer while the contractors who rely on this service get poorer. Its unethical.

  Business response

  01/21/2025

  Thank you for contacting Thumbtack through the Better Business Bureau. 
  
  We truly appreciate your business and take your concerns seriously. Were here to help answer any questions you may have and provide information on our policies that can support your success on the platform. 
  
  As you know, Thumbtack is a lead-generating platform where customers reach out to learn more about your services. We operate on a model where you pay for the connection with potential customers, regardless of whether you are ultimately hired.
  
  Please note that all sales made on Thumbtack are final and non-refundable, as outlined in our refund policy within our Terms of Use under the Thumbtack Fees and Taxes section. We understand that every dollar matters to business owners, which is why we do offer credit back to your Thumbtack balance in certain situations. 
  
  For more information, you can read our refund policy here: ***********************************************************
  
  To find instructions on how to request a refund click here refund: *********************************************************************.
  
  If you have any further questions or need assistance, please feel free to contact us ************************************************************************;
  
  Additionally, we noticed that your phone number and email address were used to sign up for the services. If this wasnt you, we recommend reaching out to our service and support team immediately for assistance. 
  
  Thank you again for your understanding and support.
  
  

  Customer response

  01/21/2025

   
  Complaint: 22820772
  
  I am rejecting this response because: the leads sent to me arent real people. There is no way. I call them within minutes of them choosing me as their contractor and often get no response. Also, there has been times when I am actually able to reach someone and they have no knowledge of even being signed up for a project. I feel that I the terms of use, etc are vague and evade from any accountability on thumbtacks behalf. They are scamming contractors and have been for years, which is why there is more than ********************************************************************* 
  
  Sincerely,
  
  ******* **********

  Business response

  01/23/2025

  Thanks for reaching back out here. 
  
  We can assure you that we are not in the business of scamming people. We wouldnt be successful if we did that. We truly want you to be successful. Leads are generated by the customer. The customer is the one going to **********************, putting in all their job details, and selecting the pro according that they want to work with. 
  
  We value the pros that use Thumbtack and we ensure that all leads are legitimate through measures we have in place. We're always happy to review refund requests if they fall within our refund policy: 
  
  ***********************************************************;
  
  However, refunding for unresponsive customers is not included in our refund policy. Some customers may decide to leave it at the advertisement, while others may end up proceeding to complete the project. It is important to have the right expectations and calculate your overall return on investment instead of trying to measure lead-by-lead, as not all leads may end up turning into work. 
  
  While we do refund for leads that have mistakes, we are not able to refund for customers who are unresponsive, hire someone else, or change their mind about the project. In these cases, you will want to set these leads alongside any others that did not pan out and include them when looking at your overall return on investment. If a customer doesnt go with you, dont consider the lead dead. There are plenty of situations where a customer hires a pro, but things don't work out (either the pro didnt show up, didn't perform the work satisfactorily, or when the customer met the pro, they didnt feel comfortable working with them). In these situations, the customer could go back to their ********************** messages and reach out to another pro - hopefully, you! 
  
  We hope this information helps provide insight to our polices why you're charged, and when you could be refunded.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted to this company to hire a professional to come out and install two power plugs in my wall, a dishwasher and garbage disposal, I contact Thumbtack about the professional that did the job had damaged my house. They refused to rectify the situation now Im gonna have to hire anotherprofessional on my own to fix with their professional had damaged. I have included all the pictures that I sent to this company about getting a resolution refuse to stand by their 100% guarantee and basically tell me that Im on my own that Ill have to pursue this professional outside of their company.

  Business response

  01/20/2025

  Thank you for reaching out to us about this, ******. We're very sorry 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. They recently sent you a follow-up email on January 17, 2025. If you have further questions, please let the Trust and Safety specialist you've been working with know.

  Customer response

  01/20/2025

   
  Complaint: 22810406
  
  I am rejecting this response because: Tumbtack refuses to fix the issue with one of their professionals who when doing some work had damaged my house, thumbtack advised me to look outside thumbtack to fix this issue. They allowed this professional on their platform who clearly does not know what they are doing. I have attached several pictures of the damaged work that this professional done to my house, including two plugs that are considered to be a fire hazard as they did not secure the electrical wires in a electrical box. I am requesting my money back to hire a professional who will fix what their pro done to my house.
  
  Sincerely,
  
  **** ********

  Business response

  01/22/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We understand your position and recognize how difficult this experience has been with the service provider you hired. Our Trust and Safety team has exhausted all their resources and they have provided you with next steps on how to pursue the service provider you hired. 
  
  As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here. Instead, its our role to help you both work together toward a resolution when issues occur. Though wed like to help further, we are limited in the assistance we can offer and have taken the action we can as a platform. Ultimately, the service provider you hired is responsible for resolving your concerns. At this time, we encourage you to explore your local resources to further pursue a resolution from the pro directly.
  
  If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach back out to the Trust and Safety specialist you've been working with.  If you have further questions, please let the Trust and Safety specialist you've been working with know. They can also still accept additional information and documentation about your concerns.

  Customer response

  01/23/2025

   
  Complaint: 22810406
  
  I am rejecting this response because: they are not standing by their guarantee policy, and are doing nothing to fix the issue. Thumbtack has even reinstated the pro ****** **** back on their platform to do the same to someone else on their platform with out any sanctions for the damage he had caused.
  
  Sincerely,
  
  **** ********

  Business response

  01/24/2025

  Thank you for contacting Thumbtack via the Better Business Bureau. 
  
  We appreciate your concerns and understand how challenging this situation with your service provider has been. Our Trust and Safety team has thoroughly explored all available options and has provided you with the next steps for addressing your concerns with the service provider. 
  
  As a neutral third party, our role is to facilitate communication between customers and service providers rather than to intervene directly in their agreements. While we wish we could do more, our ability to assist is limited, and we have taken all the steps we can on our platform. Ultimately, it is the responsibility of the service provider to address your issues. 
  
  We encourage you to seek local resources to pursue a resolution directly with them. If there's any way Thumbtack can further support you in this process, please dont hesitate to reach out to the Trust and Safety specialist you're working with. Additionally, if you have any more questions or wish to provide further information, they are available to assist you.

  Customer response

  01/26/2025

   
  Complaint: 22810406
  
  I am rejecting this response because: Thumbtack has done nothing to fix the damage their employs caused when doing their job, either fixing the damage or issuing a refund for me to have these done with a different professional.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Here is my letter to them:"Dear Thumbtack Team,I hope this message finds you well. I am writing to formally request a refund for charges made to my account and to close my Thumbtack account permanently.When I initially signed up for Thumbtack, I was under the impression that the platform would help me grow my professional side gig. I completed my profile and provided my credit card information without being fully aware of the financial implications or how the lead-pricing system worked.Shortly after setting up my profile and accepting the default settings, I received my first lead, which cost $213.35. I was surprised by this amount, as I had not been informed upfront about the leads cost. The client in question did not respond or confirm my services after our initial interaction, leaving me with no opportunity to recover the cost of the lead. Moreover, I quoted a service fee of $320, unaware that the lead price would consume such a significant portion of my potential revenue.Following this, I paused my use of the platform but was dismayed to discover additional charges had been made to my account without my knowledge. I did not consent to these charges and feel that this situation has resulted in an unfair financial burden.I kindly ask for a refund of the charges incurred, as I believe this situation stems from a misunderstanding and lack of transparency regarding your pricing system. Additionally, I request that my account be closed to prevent any future charges, as I will no longer be using Thumbtacks services.Thank you for your attention to this matter. I trust you will review my request fairly and respond promptly. Please let me know if you need any additional information from my end.I look forward to your response."

  Business response

  01/17/2025

  Thank you for contacting Thumbtack through the Better Business Bureau. 
  
  We genuinely appreciate your business and take your concerns very seriously. We're here to answer any questions you may have and provide information on our policies to help you succeed on our platform. 
  
  As you know, we are a lead-generating platform that connects you with potential customers who are interested in your services. It's important to note that whether or not you're hired, you are paying for the value of these connections. Please be aware that all sales on Thumbtack are final and non-refundable, as stated in our refund policy under the section "Thumbtack Fees and Taxes" in our Terms of Use, which all users agree to upon signing up. 
  
  However, we understand how important every dollar is for business owners, and in certain situations, we may credit your Thumbtack balance. You can read more about our refund policy here: 
  
  ****************************************************************;
  
  Here is how to request a refund: 
  
  **************************************************************************;
  
  If you have any additional questions or need further assistance, please contact our service and support team here: 
  
  ************************************************************************;
  
  We're happy to help! If you're a pro looking to deactivate your account, you can also do this on your end at any time. Here are the steps to deactivate your pro account: 
  
  1. Log into your Thumbtack account. 
  2. Navigate to the "Settings" section. 
  3. Click on "Account Settings." 
  4. Select "Deactivate Account." 
  5. Follow the prompts to confirm the deactivation.
  
  Thank you for your understanding. We wish you the best moving forward.

  Customer response

  01/18/2025

   
  Complaint: 22806709
  
  I am rejecting this response because:

  Attached to this email are screenshots of my email conversations with Thumbtack representative regarding my refund request for the leads that ended prematurely. I cannot accept this outcome, and I am asking whatever help you could give me to request a direct refund to my credit card for the charges in question.

  
  As a new professional signing up for Thumbtack, I experienced a lack of transparency regarding their platforms pricing and refund policies. I provided my credit card information under the belief that Thumbtack is a reputable platform, frequently used by professionals in various fields. However, I discovered that the treatment for IT professionals differs significantly from other industries. The default lead pricing for IT services (over $213 per lead) is extraordinarily high, and this was not communicated clearly during the setup process.

  
  Without being given a fair chance to review or understand their system, I was immediately presented with a lead that incurred substantial costs. This lack of upfront information and guidance made it impossible for me to make informed decisions about using Thumbtack. Additionally, their refund policy is not easily accessible or highlighted on your website; it only becomes apparent after a professional is charged and seeks a refund.

  
  I have already asked for a refund amicably, yet their team only offered to refund part of the charges to my Thumbtack wallet. I do not wish to use the platform any longer and therefore cannot accept a wallet credit. I didn't even proceed with contacting their leads. I am requesting a full refund of the charges back to my credit card. I trust that they will consider my concerns fairly and understand my frustration with this situation.

  
  Thank you BBB for your time and helping me in any way to this matter.

  
  Sincerely,
  
  **** ****

  Business response

  01/22/2025

  Thank you for following up with Thumbtack again about your concerns. We have reviewed your requests for refunds and found that they do not meed our criteria for a refund. We have credited what we can back to your account to use on future leads. We are sorry to hear that our platform did not work for you, and we wish you well as you move forward.

  If you have any additional questions or need further assistance, please contact our service and support team here: 
  ************************************************************************;

  Customer response

  01/23/2025

   
  Complaint: 22806709
  
  I am rejecting this response because:

  I am writing to formally express my concerns about Thumbtack's business practices and to request that the funds currently in my Thumbtack wallet be refunded directly to my credit card.

  First and foremost, Thumbtacks lack of transparency regarding their pricing and refund policies is deeply concerning. As a new professional on the platform, I was not adequately informed about how the system works, nor was I given a clear understanding of the lead costs before being charged. This lack of clarity and upfront communication creates a significant learning curve for new users and puts them at a disadvantage.

  Thumbtacks practice of charging my credit card without clear consent or notification, under the justification that "a client chose you," feels exploitative and misleading. The charges were substantial and unexpected, and it is not acceptable for a company to operate in this manner without ensuring their clients fully understand the financial implications of using their platform.

  While Thumbtack refunded a portion of the charges to my Thumbtack wallet, this is not an acceptable resolution. I no longer wish to use Thumbtacks services and am therefore requesting that the funds be refunded directly to my credit card instead of being held within the platform.
  I have also read multiple forum posts from other professionals sharing similar frustrations, which suggests that this is not an isolated incident but rather a systemic issue with Thumbtacks practices.

  I hope that the Better Business Bureau (BBB) can assist in resolving this matter, as Thumbtack has made the process of obtaining a fair refund unnecessarily difficult. I trust that this complaint will be taken seriously and that a resolution can be reached promptly.
  Thank you for your time and attention.
  
  Sincerely,
  
  **** ****

  Business response

  01/24/2025

  Thank you for taking the time to express your concerns regarding Thumbtacks business practices. We appreciate your feedback and understand how frustrating this situation has been for you. 
  
  We want to clarify that, as stated in our Terms of Use under "Thumbtack Fees and Taxes," all sales on Thumbtack are final and non-refundable. This policy is designed to provide transparency and consistency for all users on our platform upon signing up. 
  
  We certainly understand that every dollar counts for business owners and strive to support our users as best as we can. While refunds are not typically available, we do sometimes offer scenarios where credit can be added back to your Thumbtack balance. 
  
  This approach allows users to reinvest in their business and continue accessing potential leads. We want to ensure that our platform remains valuable for our users, and we appreciate the challenges new professionals may face while navigating the system. 
  
  I encourage you to reach out directly to the Thumbtack support team, as they may be able to offer assistance or suggestions tailored to your specific situation. Your experience is important to us, and we are here to help however we can. Thank you for your understanding.

  Customer response

  01/25/2025

   
  Complaint: 22806709
  
  I am rejecting this response because:

  Thank you for your response. While I appreciate your acknowledgment of my concerns, I find the resolution offered unsatisfactory given the circumstances.

  I understand your Terms of Use state that all sales are final and non-refundable. However, this policy lacks the transparency and fairness necessary for new users like myself, who were not given adequate guidance or clear notifications about the financial implications of your platforms pricing structure before being charged.

  The core issue is not just the inability to refund but the lack of transparency and upfront communication regarding:
  1) Lead Costs: The pricing for my first lead was $213, an amount I was not made aware of until after being charged.
  2.) System Navigation: As a new user, I was not given the opportunity to fully understand your pricing and refund policies before incurring significant charges.

  While I appreciate your suggestion to reinvest credits into my Thumbtack balance, this is not a feasible solution as I no longer wish to use the platform. I respectfully reiterate my request for a refund of the funds currently in my Thumbtack wallet back to my credit card.

  I believe that this situation calls for flexibility on Thumbtacks part, particularly given the systemic challenges Ive highlighted. This resolution would demonstrate a commitment to fairness and customer satisfaction, especially for users who feel misled during their initial experience.

  I trust that Thumbtack values the long-term reputation of its platform and the trust of its users. I hope you will take this opportunity to resolve my concern in a manner that reflects these values.

  Thank you again for your attention to this matter. I look forward to your prompt response.

  Sincerely,
  
  **** ****

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to thumbtack multiple times and have received emails over a week out every attempt to contact them. I have tried to end my account because the leads they were giving me were nothing but a scam. I havent talked to any real potential client and I decided to end my account. They have contributed to send me a paid lead for ***** and I have contacted my card company to report this payment. They have not refunded me back yet. Ridiculous

  Business response

  01/17/2025

  Thank you for contacting Thumbtack through the Better Business Bureau. 
  
  We genuinely appreciate your business and take your concerns very seriously. We're here to answer any questions you may have and provide information on our policies to help you succeed on our platform. 
  
  As you know, we are a lead-generating platform that connects you with potential customers who are interested in your services. It's important to note that whether or not you're hired, you are paying for the value of these connections. Please be aware that all sales on Thumbtack are final and non-refundable, as stated in our refund policy under the section "Thumbtack Fees and Taxes" in our Terms of Use, which all users agree to upon signing up. 
  
  However, we understand how important every dollar is for business owners, and in certain situations, we may credit your Thumbtack balance. You can read more about our refund policy here: 
  
  ****************************************************************;
  
  Here is how to request a refund: 
  
  **************************************************************************;
  
  If you have any additional questions or need further assistance, please contact our service and support team here: 
  
  ************************************************************************;
  
  We're happy to help! If you're a pro looking to deactivate your account, you can also do this on your end at any time. Here are the steps to deactivate your pro account: 
  
  1. Log into your Thumbtack account. 
  2. Navigate to the "Settings" section. 
  3. Click on "Account Settings." 
  4. Select "Deactivate Account." 
  5. Follow the prompts to confirm the deactivation.
  
  Thank you for your understanding. We wish you the best moving forward.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired a pro through Thumbtack that first off started a job without my permission. He was supposed to just give an estimate. He came to fix a clogged toilet and cleaned up the basement from it. The issue occurred the next day and I had to call the water company to come fix it properly because of his negligence. This issue caused my basement to flood again and hes requesting ***** dollars but that was not paid because his negligence and improperly fixing the issue caused the flooding again. Only the $520 was paid. I tried to take it up with Thumbtack but they advised to report him to the better business bureau. He also stopped communicating with me that night to any of my msg. I also asked for invoices and receipts that he did not provide. His name is **** but he goes by Hazzyman on thumbtack.

  Business response

  01/15/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We understand your position and recognize how difficult this experience has been with the service provider you hired. Our Trust and Safety team has exhausted all their resources and they have provided you with next steps on how to pursue the service provider you hired. 
  
  As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here. Instead, its our role to help you both work together toward a resolution when issues occur. Though wed like to help further, we are limited in the assistance we can offer and have taken the action we can as a platform. Ultimately, the service provider you hired is responsible for resolving your concerns. At this time, we encourage you to explore your local resources to further pursue a resolution from the pro directly.
  
  If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach back out to the Trust and Safety specialist you've been working with.  If you have further questions, please let the Trust and Safety specialist you've been working with know.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  250 of my hard earned dollars was taken from me for a app I didnt sign up for and DONT use around the time the money was stolen my mother was sick and passed I couldnt afford to make it to her funeral because they took more of my money than I got for nothing I dont use or didnt sign up for the app than they had the audacity to refund me 109 of my ************************************************************************************** my face then to do some despicable stuff like that

  Business response

  01/13/2025

  Thank you for contacting Thumbtack through the Better Business Bureau. 
  
  We truly appreciate your business and take your concerns seriously. Were here to help answer any questions you may have and provide information on our policies that can support your success on the platform. 
  
  As you know, Thumbtack is a lead-generating platform where customers reach out to learn more about your services. We operate on a model where you pay for the connection with potential customers, regardless of whether you are ultimately hired.
  
  Please note that all sales made on Thumbtack are final and non-refundable, as outlined in our refund policy within our Terms of Use under the Thumbtack Fees and Taxes section. We understand that every dollar matters to business owners, which is why we do offer credit back to your Thumbtack balance in certain situations. 
  
  For more information, you can read our refund policy here: ***********************************************************
  
  To find instructions on how to request a refund click here refund: *********************************************************************.
  
   If you have any further questions or need assistance, please feel free to contact us ************************************************************************;
  
  Additionally, we noticed that your phone number and email address were used to sign up for the services. If this wasnt you, we recommend reaching out to our service and support team immediately for assistance. 
  
  Thank you again for your understanding and support.
  
  

  Customer response

  01/13/2025

   
  Complaint: 22786704
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ****** Ive explained over and over it wasnt me and they had the nerve to refund me79 of my 250 too their app which I can only give back! To them after Ive explained it wasnt me I dont use the app 

  Business response

  01/15/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We genuinely value your business and take your concerns seriously. 
  
  We're here to assist you with any questions you may have and provide information about our policies to support your success on the platform. We can see that your phone number and email address were used to register for our services. If this wasnt you, we recommend contacting our service and support team right away for further assitance and direction on next steps.

*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. ↩