Just got negative review for not replying.. how come?

icememory

I just got a negative review with "doesn't reply" message. As I know besides me another 2 tech gets a lead.

I never started a communication with a client. So, I'm confused now. The only option I have is to reply to a review.

Is it possible to remove it?

Thanks!

DustiO

@icememory Fist of all, I am sorry about the negative review! As a former pro, I understand how frustrating that is. Reviews are not removed unless they violate Thumbtack's Terms of Use/Content and Review Policy — I would always recommend replying to customers as soon as they reach out, even if they have reached out to a couple of other pros. Not only because this impacts your response time (which impacts your ranking), but also because customers can leave a review based on any part of their interaction with you, whether they choose to hire you or not and if they chose you based on your profile and reached out to you, but did not hear back, they are able to leave a review based on that experience.

You can read more about the importance of your response to customers here and our Content and Review Policy here. Hope this helps to clarify!

icememory

i don't see a person even in a paid leads…

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GlenPhillipsee

I'm a bit confused by this as well, and I actually have the same question. If you never received a message from the client or never had a chance to start communication, it seems unfair to receive a review stating "doesn't reply." In situations where multiple techs receive the same lead, it's not always clear who the customer contacted or expected a response from.

I also have the same question about whether a review like this can be challenged or removed, especially if there was no direct interaction or communication history. It would be helpful if the platform could verify whether contact was actually attempted before allowing that type of feedback. Hopefully someone who has dealt with a similar situation can explain what options are available and whether support can review the case.

DustiO

@GlenPhillipsee Thanks for posting, and I'm sorry you've had this frustrating experience.

Customers can leave reviews based on their overall experience with a pro, including situations where they feel they didn't receive a response to an initial outreach. Because responsiveness is an important part of the customer experience, we always recommend replying to customers whenever possible. Response time also impacts factors such as Pro Rewards status and search ranking.

Typically, reviews are only removed if they violate Thumbtack's Terms of Use. My recommendation would be to post a professional response to the review and share your perspective, so future customers can see how you handle situations like this.

I'm not able to look into your specific account because it appears a new Thumbtack account was created when you signed into the Community, rather than using your existing Thumbtack login credentials. If you'd like to share the email address associated with your pro account, I'd be happy to take a closer look and see whether there's any additional guidance I can provide.

Wilbur

I’m shaking my head, yall pay for a lead and don’t reply??? Why?

A potential lead is still a potential customer. It’s no different than someone texting you out of the blue asking about a quote. If you don’t respond, that’s bad customer service — and I don’t see a problem with people sharing that experience publicly.