Platinum Status Issue Unresolved for Two Months

GelaHomeRepair

Hello @DustiO ,

I am the owner of Gela Home Repair, and I need assistance with an issue that has remained unresolved for approximately two months.

My Thumbtack Pro Rewards page confirms that my current status is Platinum, but another section of my account incorrectly shows that I am still working toward Gold.

I have contacted Thumbtack Support numerous times, but the problem has not been corrected. After two months, I am still receiving repetitive responses without a resolution.

I am requesting that Thumbtack:

1. Correct the conflicting account status information.
2. Confirm that all my Platinum benefits are active.
3. Explain why this issue has remained unresolved for so long.
4. Provide a clear timeline for fixing it.

I have screenshots showing both statuses.

@DustiO , could you please review this issue and help escalate it to the appropriate team?

Thank you.

GelaHomeRepair

I also want to emphasize that this issue is directly affecting my business and my ability to receive jobs.

I am not receiving Lowe’s job opportunities, which I believe may be related to my Platinum status not being correctly recognized.

When my lead budget is exhausted, I no longer receive additional opportunities. Also, Silver status offers significantly fewer opportunities to get jobs compared to Platinum.

This is not just a display issue. It may be affecting my access to jobs, my earning potential, and the benefits I have earned.

I need Thumbtack to investigate whether my account is actually receiving all Platinum benefits and correct any restrictions caused by the incorrect status.

After two months of contacting support, I need a real solution, not another generic response.

GelaHomeRepair

ArvinC

Hi @GelaHomeRepair , thank you for sharing these additional details. I understand your concerns about the conflicting Pro Rewards statuses, especially when you're unsure whether you're receiving the benefits associated with your tier.

I wanted to let you know that your case has already been submitted by our Support team and escalated to the appropriate team for further investigation. I don't have a confirmed resolution or timeline to share at this point.

Regarding your concerns about job opportunities, your weekly lead budget and Pro Rewards status are managed separately, so reaching your weekly budget limit can affect the new leads you receive regardless of your rewards tier. Lowe's opportunities may also have separate eligibility requirements, so I wouldn't want to assume they're directly related to the status discrepancy without an account-specific review.

I also want to share a little context about the Community. This is a space where Pros can connect with one another, exchange advice, ask questions, and share feedback about their Thumbtack experiences. We're always happy to help guide members toward helpful resources and ensure their feedback is heard. For account-specific concerns like this, our Support team is best equipped to assist, as they have access to the necessary account details and can coordinate with the appropriate teams when further investigation is needed.

I appreciate you bringing your experience to the Community, and thank you for your patience while the appropriate team looks into your case.