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!

icememory

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

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!

DerHilfer_LLC

I find it highly concerning that a User can leave a review for a pro who he didn't hire. Not only can randos create an account and get us a bunch of fees even though he has no intent to hire, And the refund process is more strict than the admissions department of Harvard. Now I find he can leave us bad reviews too?

Who is piloting this boat? This makes zero sense.

DerHilfer_LLC

@icememory go to your messages, search for the User's first name or last name only. It may also help to search for just his first or last initial as a single character. I've found messages that are not in my list searching for a single letter. Good luck.

DerHilfer_LLC

We got a negative review because the User requested a 2-bed/1-bath house cleaning and had a 3-bed/2-bath home with two additional rooms. So my cleaner tried to accomplish the task in the allotted time and failed. (My fault: I should have been more clear to the cleaner. If the job is significantly greater than the booking, call me!)

Furthermore, the home owner scheduled another service to tear up the floor and repair it AFTER the cleaner cleaned the room, which was of course a mess; expected the cleaner to re-clean the freshly destroyed room AGAIN!

It's the cost of doing business with Thumbtack Users.

In fact, the only sub-par reviews we've ever received on any media have come from Thumbtack Users. Perhaps there's a correlation in the Thumbtack product that causes Users to be disappointed?