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I'm Paying for Customer Errors

drdebbie87

drdebbie87 Posts: 3

December 2023 in Business Resources

I apologize in advance for using this platform to voice my concerns; however, there appears to no longer be an easy option to speak with a representative ( by the way, the automated system is less than helpful, and the message that one will be put through to an agent doesn't work either).

In any event, I requested a refund for a potential client who contacted me twice as a direct lead within 72 hours. I was declined and would have sought reconsideration, but again, there is no easy way to request such.

In the meantime, I increased my budget to secure a free lead, and nine days after the incident mentioned above, another potential client reached out to me; I was charged and, within 72 hours, did so again. The second one was free; however, I feel like it negated the next viable direct lead that would have been free to me.

I am concerned that users are confused, and I must pay for that. I understand and support this platform greatly, but there needs to be a way to get a resolution much more quickly. I don't want to be charged, especially when I have already responded to a potential client.

I hope you can assist me.

Regards,

Dr. Debbie

3

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Comments

DustiO Administrator, Moderator Posts: 2,082

December 2023

@drdebbie87 no need to apologize for voicing concerns here! I would recommend sending an email to support@thumbtack.com to follow up with the refund issues, especially including any supporting materials like screenshots if you have them. Unfortunately I am unable to help with refunds, but I can help follow up on them for you if you DM me the customer names. Thank you!

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Azhandyman Posts: 18

December 2023

I'm Paying for Customer Errors
drdebbie87
Dec 13, 2023
I apologize in advance for using this platform to voice my concerns; however, there appears to no longer be an easy option to speak with a representative ( by the way, the automated system is less than helpful, and the message that one will be put through to an agent doesn't work either).
In any event, I requested a refund for a potential client who contacted me twice as a direct lead within 72 hours. I was declined and would have sought reconsideration, but again, there is no easy way to request such.
In the meantime, I increased my budget to secure a free lead, and nine days after the incident mentioned above, another potential client reached out to me; I was charged and, within 72 hours, did so again. The second one was free; however, I feel like it negated the next viable direct lead that would have been free to me.
I am concerned that users are confused, and I must pay for that. I understand and support this platform greatly, but there needs to be a way to get a resolution much more quickly. I don't want to be charged, especially when I have already responded to a potential client.
I hope you can assist me.
Regards,
Dr. Debbie
View Post

Don't waste your time, you'll never see again that money in your bank account. My advise, get away from thumbtack as fast as you can.

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drdebbie87 Posts: 3

December 2023

Thank you very much. I will follow-up with both support and you.

1
drdebbie87 Posts: 3

January 2024

Happy New Year! I am writing to ascertain if there is any way I can speak to a human being at support. All attempts continue to be met with emails and chatbots. I don't want to leave this resource as it has served me fairly well; however, when I joined, I was able to speak to a warm body. That has become increasingly more difficult in recent times.
I now have two issues that I need to have addressed.
Thank you!

2

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