Fake Names used for leads

STL_Shooter78

Why are people allowed to post leads with fake names on Thumbtack?

And why is it when a pro asks for a refund, Thumbtack claims the lead is genuine even when the pro has text message proof that the person in question is using a fake name?

DustiO

Have you tried reaching out to refunddisputes@thumbtack.com for this one?

STL_Shooter78

Yes, and I was denied the refund.

Thumbtack claims that the number is authentic. That is not my issue. My issue is the person who answers the phone and responds to texts is not Brian Webber. So the name is fake.

Matt

Good luck with this one, I have had a few instances where the number was valid, but everything else wasn't, including the contact person. Still denied since they said it was a working number. You can sometimes dispute the refund and they can investigate further.

STL_Shooter78

Really sits well with the paying customers (us Pros) when this happens. Who is running the Trust & Safety team at Thumbtack? Bernie Madoff?

Taylormademakeup

yes this happens a lot. Is there a way we can stop all of this?

DustiO

@Taylormademakeup glad to see you found your way here! I chatted with the Support agent that helped you earlier today :) First of all, sorry that this has happened — not the best experience! You may already be doing this, but I would be sure to report any suspicious leads within the messenger thread in your Thumbtack app. We are always working on ways to improve the hiring process for customers and in turn for pros. So, thank you for leaving your feedback. Would also recommend making sure you always send your feedback to support@thumbtack.com to ensure that it is logged and tracked!

STL_Shooter78

What is the point of this “logging and tracking”? You have multiple Pros (the paying customers of Thimbtack) saying that these names do not match and yet nothing is done about it. No refunds are given. Basically this is a company telling their customers that they are liars because if they believed them, refunds for these situations would be given.

DustiO

@STL_Shooter78 I totally get this and understand that it may feel frustrating to keep leaving the same feedback. Up to you if you want to send it to support and/or report suspicious leads. However, it does help inform roadmaps so it is always helpful to be sure we are gathering and tracking all feedback. Thanks for always being so thoughtful with your posts and feedback here (even when it's tough feedback).