Refunds for Scam Leads and Minors

JulietH

I have been with Thumbtack for over 10 years and I have spent well over $200,000 on marketing with Thumbtack alone. In 2024 year to date, I've spent upwards of $23,000. When Thumbtack first began, the company was genuinely interested in bolstering its professionals' success. Thumbtack was responsive, fair in its lead prices and refunds, and I was able to build out my brand and reputation with Thumbtack's support.

However, over the last several years, Thumbtack's lead prices have grown exorbitant, Thumbtacks' lead review team sparingly provides refunds, even for scams or requests from minors.

For example, last night, a teenager who lists himself as Nii Lartey, a fake lead in the sense that he's a 17 year old with no intent of hiring me as a college counselor sent me a message via lead that states, "Do I write something down in the yale significant challenge with completing the SAT if I already mentioned it in the additional information?"

I paid $87.15 for a high school senior to scam me for free advice. If Thumbtack were to call the listed phone number as I did twice, the call goes directly to voicemail, and true to form, the voicemail message is that of an immature teenage boy who does not reference his name, but simply says, "Leave a message after the beep. BEEEEEEP!" This is not a serious adult in a decision-making position. I state clearly on my profile that I do not accept requests from minors.

Nonetheless, I expect that Thumbtack will not provide a refund, which is a policy of bankruptcy for hard working and honest Thumbtack professionals like myself. I'm extremely disappointed by what Thumbtack has become: expensive, largely ineffective at landing new clients, and unfairly rigid in its refund policy.

Meridith_Alexander1

Juliet, I confess that last year, after having spent (like you) on average 40K+ annually with thumbtack, I finally threw up my hands at the combination of exorbitant lead prices, bogus leads and denied refund requests (3rd party requests, services that didn't fall into the realm of life coaching, etc.). I spent a good portion of the year with my profile hidden for exactly the reasons that you state above. (Not to mention that even though they claimed that I could establish my own lead prices, they would go in and arbitrarily raise them without my consent). It was heartbreaking because I had actually for years referred others to the site.

I recently decided to give the platform one last chance when they actually emailed me to say that they had reduced my lead prices. Since then, I have had two bogus leads (one clearly a third party who had not cleared the request with their child and another looking for help with a mental health issue — not under the job description of a life coach). Both requests for a refund have been denied.

It remains to be seen whether the numbers will merit continuing to use Thumbtack. I'm astonished that they don't seem to realize that they would make a lot more money from folks like us if we were happy with the lead prices and referring others to their site.

They have definitely been shooting themselves in their foot and I'm surprised that they don't realize this. I have written in depth letters (with no response) and completed surveys detailing simply why the numbers (cost per lead versus number of discovery calls that lead to a booking and then the lifetime customer value) don't currently add up. No response and no change in policy. It's quite frustrating and really a shame. The classic example of either getting a wee bit too greedy or trying to "fix something" that wasn't broken and ruining a great concept in the process. I feel for you because I've been in the same boat.

JulietH

Thanks for the insight Merideth. I'm sorry to hear you've had a similar experience. As I predicted, Thumbtack denied my refund. Thumbtack's "leads" are generally useless, with the exception of a few. It really is shameful that Thumbtack has become more "big business" irrespective of the cost to the professionals that make them their money.

NYCLD

Like you, I’ve been on Thumbtack for about a decade. It was great for my business in the beginning, but the constant struggle to get refunds for fake or bogus leads has become exhausting and stressful.
I’m seriously considering deleting my account entirely, as I seem to be spending much more than I’m earning. It feels like anyone can submit a request, and no matter how carefully I specify my preferences or keep my calendar updated, I still end up with scammy or irrelevant leads—and Thumbtack charges me regardless.
Lately, I’ve barely gotten any work from Thumbtack, which makes the situation even more frustrating. Perhaps if enough of us canceled our accounts, they’d finally start listening to our concerns.

JulietH

Yeah. I've stayed alive only because of referrals and other marketing tools. I still get a few quality leads, but as previously mentioned, 90% are nothing burgers, and Thumbtack reviewers and policy makers simply don't care as long as they get theirs. Ironically, Thumbtack could remain profitable and treat its pros with the respect we deserve. Case in Point: Costco, which treats its workers well, pays them well, offers quality benefits, and Costco's stock is through the roof ($900+). Compare Costco to Amazon or Tesla, both of which treat their workers poorly, denies medical treatment and quality benefits, underpays and overworks their employees., etc. To boot, Tesla stock is worth less than half of Costco's. Go figure, My point- Costco is good to both its professionals and consumers, and outperforms other Big Business entities. Yet, it seems Thumbtack has gone the Tesla/ Amazon route- Rip off and scam the talent that generates its corporate profit.

Meridith_Alexander1

@JulietH , the irony here is that I'm sure that you and I are not the only ones who HAPPILY spent $1100+ every single week in order to make the numbers work. Because the lead prices at the time were approximately $65, I could absorb the ghosters and those who decided not to move forward and still get to the number of calls that I needed to have in order to gain a client. When they raised the lead prices to $97, it started to get sketchy but then when the lead prices jumped to $165 per lead, there was no way that I could make the numbers work. It still took the same number of leads to convert into a client, but now the cost to gain that number of leads meant that even when I'd get a client, I was still losing money. Thumbtack's response (the one time they did respond to me) was to tell me to lower my prices which only shows how out of touch they are with the concept of lead cost versus conversion/lifetime customer value, etc.

I can't help but believe that when pros like you and me who were investing (in my case) approximately 40-50K annually hide our profiles and stop using the platform that their own bottom line is impacted. It's not big business. It's BAD business to chase away your best customers and not explore why they are unhappy to the point of leaving.

It sure would be nice if Thumbtack would actually listen to pros like us. I would LOVE TO be happily spending thousands of dollars on their platform again if it meant a win/win for all of us. Hint, hint, Thumbtack, if you are reading this… Give us reasonable lead prices that match the number of leads we need in order to convert and we'll happily invest our marketing dollars on this platform —and refer the platform to others!

JulietH

BAD business- Agreed!