Feedback section

Damond_Toles

let’s help Thumbtack improve!

Damond_Toles

feedback:

I would like to see an option ask the customer if they foresee using their homeowners insurance to pay for the damages.

We have seen many pipe, leaks and bursts that lead to larger projects that should be covered by insurance.

By the time we educate the homeowner, they are too frazzled to even make the right decisions.

Thumbtack should build an option for the homeowner to work with a company that is skilled in getting the insurance company to cover the damages.

Public adjuster, experienced vendors, and restoration companies would then be able to do more for the homeowner who is already strapped for cash prior to us visiting their property to perform a necessary service for them.

This should not be a time to haggle, but a time for us all to come up with a solution that’s best for the home.

please consider this option, we are able to get more information on if request requested.

DustiO

Hi @Damond_Toles and welcome! What category are you in and I will share this with the Category Management team. Thank you!

Matt

Make it so a Pro can deny a lead by providing just enough information to the Pro like budget, size, content, etc, and NO contact information and let the Pro decide if the Lead is viable. I have had so many leads that are just tire kickers or people with budgets that are thousands lower than my minimum and yet I pay $70+ for a "qualified lead"

Create a better flow of finding Pro's for like me (Muralist) that allows for more information to be collected from the Lead and can then filter out certain Pro's who don't match. Too many bad leads, makes people like me frustrated with Thumbtack to do better.

Improve the archaic photo/job section so you can actually reorganize photos without deleting them and re-uploading them. What is this 2002?

DustiO

Hi @Matt it's nice to see you here again! Thumbtack is currently working on ways to better match customers with the right type of pro, so I am confident you will see some improvements soon! In the meantime I would also recommend sending this feedback to support@thumbtack.com — I will also pass it along to the appropriate teams. Hope to see more of you and I hope you are doing well!

CC: @ArvinC

DerHilfer_LLC

Since you're looking to improve, here's my request:

Use those "temporary phone numbers for User privacy" to monitor when a User answers the phone and if he fails to answer the phone on the first call, refund the Pro's credit card automatically.

DustiO

Hi @DerHilfer_LLC! We don't have any "temporary phone numbers for user privacy" — can you clarify what you mean?

DerHilfer_LLC

That feature you released about six months ago where Users could mask their number for privacy or safety or whatever.

You replied to the thread, so I expect you know more than I do.

https://community.thumbtack.com/discussion/1883/new-temporary-numbers

Use this "feature" to benefit us. Monitor the call for vital signs and when it goes to voicemail (as most do), just process a refund because it's virtually always a bad lead. I think I've had two Users reply to a VM in 2023 or 2024.

DustiO

Ok yes! That was a pilot that did not end up rolling out - we do not have any temporary numbers :) It also wasn't an option for customers or pros, number were automatically masked, but expired after 45 days.

DerHilfer_LLC

I understand why it was created. It had nothing to do with safety or privacy. It was created to force a disconnect with the User who will make a new Thumbtack request.

Allow me to elaborate:

If I a Pro am really committed to making a Thumbtack sale eventually, I am to contact the User every 30-60 days with a "nurture campaign", as you suggest here:

https://community.thumbtack.com/discussion/comment/5430#Comment_5430

But the Pro has a temporary number for the User which gets turned off or most likely routed to a different User after 45 days meaning the User isn't responding and thus said User will make a new request which Thumbtack will make even more in fees.

So call monitoring is something you can do because Thumbtack has done phone number re-routing. I'm just asking to use that tool to improve our Pro experience even though it's going to cost Thumbtack SOME money. But it'll make Pros successful more often which means we're happy and happy Pros make Thumbtack MORE money than unhappy ones.

Case in point: I spent $3,861.63 on Thumbtack to make $24,987.95 gross revenue in 2024 as a mostly happy Thumbtack Pro.
In 2025, I spent $1,087.09 to make $9,027.03 gross as a unhappy Thumbtack Pro. My dissatisfaction started in November 2024. I committed to keeping my business hidden end of February 2025.
But what was important to my business is that my year-over-year 2024-2025 revenue kept growing and so did my net profit.

Thumbtack is going to feel the pain of technological atrophy, not my business.

DustiO

As I mentioned above, that was a pilot that did not ship, but thanks for the feedback anyway :)