So weird...!

cltexan
cltexan Posts: 11
in Community News

Yesterday I made this long post raising some questions and issues I have with Thumbtack. I can't find it now?!! So weird. Luckily, I saved it…

I would love to have a conversation about these issues I've had over the years with Thumbtack. Any input, thoughts, answers… well, that would be greatly appreciated.

  1. My BIGGEST issue with the Thumbtack model might be that it obscures the fact Pros are charged anytime a customer reaches out to them. It seems to me that this would be no skin off of Thumbtack for the customers to be made aware of this. I was told that this was addressed with a message before a customer contacts a Pro, but going through the process as a customer myself a couple days ago, I saw nothing to that effect. I am SO SICK of customers reaching out, me being charged, and then they go silent even if I reply as soon as I see the request. 
  2. There seems to be very, very little effort by Thumbtack to verify the customer. I know there is a little at some level, but it seems far from adequate. It is definitely not uncommon to realize a "customer" is a scammer after a quick phone call. If I dispute the charge back to Thumbtack, it is usually denied… I guess because I had a phone call? IDK
  3. I would love for the process of refund reviews to be more transparent. I have had several legitimate refund requests denied, with only a note saying it doesn't qualify. On that same note, I find the note on some refunds that "Although the request doesn't meet their requirements, they're going to refund some anyway" (paraphrasing of course) to be extremely patronizing. I don't need TT’s charity. I want them to honor my legitimate claims.
  4. I consistently get leads whose budgets are below my stated rates. I'm told by customer support this is because I had "Customer is not sure" checked in Job Types. I have had that option off for awhile now, and still get under budgeted referrals which I seem to be charged for.
  5. Thumbtack seems to still have lead prices based on some obscure, non-standard variable rate? If so, THIS IS A SCAM.
  6. Why does Thumbtack seem to charge me the same amount for a lead if I am the only Pro requested, or one of 4 or 5? If I am charged $100 for a lead and I'm the only Pro, that's one thing. But if I am one of 3 others, then that lead is only worth 1/4 of the amount to me. Why am I not charged $25? AGAIN, THUMBTACK NEEDS TO BE MORE TRANSPARENT WITH THEIR LEAD COSTS.
  7. The rates I can charge for a job are only based on hourly charges. I don't charge by the hour. Thumbtack needs to offer different structures for Pros to advertise.
  8. And, more of a “want”… It would be nice if Thumbtack offered my comprehensive "insights" tools. Mainly, analytics showing money earned (and where from) vs. Thumbtack costs. It seems extremely shady that they don't, although it's not uncommon on other, similar platforms. 

When I first started using Thumbtack several years ago, it seemed good. It was far from perfect, but seemed viable and like it could be a great tool if just managed it myself a little better. I don't get that feeling anymore. To me, I feel like I am throwing away a lot of money without any real return. I truly, truly feel like Thumbtack forgets that the "Pros" are their customers too.

Thanks for any answers or insights in advance. I look forward to hearing any and all rational opinions.

Comments

  • ReneeK_63
    ReneeK_63 Posts: 1

    Hi, I TOTALLY AGREE with you on all of your stated aspects.

    You hit the nail on the head, I have and all of those issues, from starting with Thumbtack, I think I started this platform in 2017 or 2018.

    I more often than not go sign off on "Direct Leads" for a few months at a time. Its B.S! A direct lead should be directed at 1 pro at a time, we're the ones paying for it.

    I would LOVE to start on a different platform, but to start at zero would hard, and THUMBTACK doesn't alow you to take YOUR customers reviews...no copy and pasting of MY hardworking reviews. When I do find elsewhere, I'm OUT!

  • Unknown
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  • cltexan
    cltexan Posts: 11

    ALL THESE ISSUES ARE STILL VALID!!!!

  • user1995
    user1995 Posts: 1

    All these are still relevant. Thumbtack's lack of transparency and unwillingness to support pros are reasons it will lose business to any new lead generation company. Customers need to know that the pro they contact is being charged! direct leads should be directed to one pro, not a cash cow to be exploited. It's very unfair! also, how come I still pay the same price regardless of how many pros are contacted by the customer?

  • Catherine_Saffel
    Catherine_Saffel Posts: 1

    I've been with Thumbtack since 2012/2013 and I have witnessed the greed ratchet up from this company. I remember the leads were $5 and now they are $25. Yes, I've raised my prices, but not at the same rate as the leads. I've also 'given' them so much money for leads that go no where. And they rarely refund any leads. Once you figure out that the lead is wanting something completely different or they aren't in the area you work, etc - its too late - sorry!! They used to see us as partners, now we're just the backs on which they make their money.

    I've had lots of great leads, too. But I am a SMALL business. Its just too expensive. I also hide my business a lot as a result of these dead end leads.

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