Requests from Minors and Refunds

JulietH

As a member of the Thumbtack professional community for nearly 11 years, I continue to battle Thumbtack over lead disputes and refunds regarding requests from minors. Just 10 minutes ago, a rising senior, a 17 year old teenager, sent me a $82 lead request for college counseling through Thumbtack. The message the student left clearly indicates she is starting her senior year in high school and is in the process of applying to college, yet, Thumbtack continues to drag its feet or outright rejects my refund requests. I do not accept requests from minors because they are irresponsible, non-committal, and cannot afford my services as a college counselor. Minors are not decision makers: parents are. In addition, Thumbtack claims it doesn't allow for requests from minors, and yet they want "confirmation" that a minor is a minor from the irresponsible minor, which gives license to Thumbtack's rejections of my refund requests. Underage leads rarely respond to my request to verify their age; again, they are generally irresponsible as they neither possess the knowledge about small business' struggle to survive or respect the services small businesses provide.

Thumbtack must enact a policy that requires Thumbtack potential customers to prove they are 18 or older. Furthermore, Thumbtack DOES NOT inform potential customers that they have a policy preventing minors for sending leads and Thumbtack does not inform customers that each lead costs professional anywhere form $80-$200 per lead.

I am requesting that Thumbtack refund Cadence Bergquist's lead of over $80 because she is a minor, which violates Thumbtack's own policy. I am also requesting that Thumbtack require customers produce digital ID verification (a lot of software out there- similar to what TURO uses) in order to move forward with lead so as not waste my time and money. Many platforms and businesses require proof of age verification. Thumbtack has no excuse not to.

It's inexcusable that Thumbtack charges the professional community such egregious lead prices when it does as little as possible to protect the professional community. This is why I will keep my lead costs at a minimum and I hide my business more often than not.

I already know the response to this- Dusty O will reach out with solutions I've already implemented. I've reported the lead and asked Cadence Bergquist to confirm her age, which of course she will not. Thumbtack will then deny my refund, Totally unacceptable.