Can a Moderator Help Me Understand If This Review Qualifies for Another Review?

Empire

Hello everyone,

I’m hoping a moderator or someone from the Thumbtack team can point me in the right direction.

I recently disputed a review because I genuinely believe it contains factual statements that are directly contradicted by the documentation and evidence from the appointment.

The customer stated that I discussed pricing and provided a quote, but no quote or pricing was ever given. The review also states that I never inspected or opened the electrical panel, yet I have photographs showing the panel open during the inspection, signed inspection documentation the customer acknowledged and signed, and inspection notes completed during the visit. The customer also explained that the panel was relatively new and that they intended to contact the original installing electrician because it was still under warranty, which is why no repair work was performed.

I’ve attached a photo of the customer’s electrical panel open during the inspection, the signed inspection paperwork, and the inspection notes that were documented at the time of the appointment. These documents reflect what actually occurred during the visit.

My question is: If a review contains factual statements that appear to be contradicted by signed documentation, inspection records, and photographs, is there a way to request another review by the Trust & Safety team? If so, what is the best process?

As a small business owner, reviews have a tremendous impact on our reputation and ability to earn future work. My concern isn’t that a customer had a negative opinion—it’s that the review contains factual claims that I believe are inconsistent with the documentation from the appointment. That’s why I’m hoping the evidence can be carefully reviewed.

I also have another question. We have worked incredibly hard to earn Top Pro status and build our business through many positive customer reviews. Does a provider’s established history and reputation on Thumbtack play any role when a review dispute is evaluated, or is each review considered entirely on its own? I completely understand that every review matters, but it has been discouraging to see one review that I believe is contradicted by documentation have such a significant impact on our business.

I’m not asking for special treatment. I’m simply asking for a fair review of the evidence and guidance on whether there is another avenue available for a case like this.

Thank you to everyone who took the time to read this, and thank you to the moderators and Thumbtack team for any guidance you can provide. It would truly mean a great deal to me if someone could take another look at the documentation I’ve attached.

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ArvinC

Hi @Empire , thank you for taking the time to explain your situation so thoroughly and for sharing the documentation behind your concerns. I can tell you've put a lot of care into building your business, and I understand how discouraging it is when you feel a review doesn't accurately reflect what happened.

I completely understand why you're looking for clarity. Reviews have a big impact on small businesses, and it's never easy to receive one that you disagree with.

While moderators here in the Community aren't able to review evidence or make decisions on review disputes, I do want to help set expectations. Thumbtack generally does not remove reviews unless they violate the Content and Review Policy. If you've already submitted this review for removal and the Trust & Safety team has determined that it doesn't qualify for removal under that policy, we're unfortunately not able to help change or override that decision here in the Community.

You may find it helpful to review Thumbtack's Content and Review Policy, which explains the types of reviews that may qualify for removal:
https://help.thumbtack.com/article/content-and-review-policy

I also took a look at your public profile, and I hope this provides a little reassurance. The 1-star review doesn't appear until the fifth page of your reviews, so potential customers would have to scroll through quite a few positive reviews before they even come across it. I also noticed that your Top Pro status is still active through the end of August. You have some time to continue collecting reviews from recent customers, which can help strengthen your overall profile and rating.

If the review remains on your profile, one thing you can do is post a thoughtful, professional response. Potential customers often read both the review and the business owner's reply, so responding calmly and sharing your perspective can help provide additional context while demonstrating your professionalism.

Thank you again for sharing your experience so respectfully. I know this isn't the outcome you were hoping for, and I appreciate you taking the time to raise your concerns with us. Wishing you continued success with your business moving forward.