Refund failures and disappearing posts?
For the 2nd time now, a critical post of mine has mysteriously disappeared from this forum. I don't get it? What's going on? :/
Luckily, as before, I saved the original…..
I was charged $77 for a lead whose budget was CLEARLY under my estimate, denied my request for a refund, and now won't allow me to talk to someone, ANYONE, about it. When i called customer support, the woman wouldn't allow me to talk to anyone else in the company. i asked to speak to her supervisor even, and that was denied. When asked if anyone besides her at Thumbtack had a phone, she denied it. Lol!!!!
I WANT ANSWERS! This is exact thing has happened multiple times, and continues to happen! When I do get a refund, it's in the form of a credit?!!!!!!
STOP STEALING MY MONEY!
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If a post was removed, it most likely violated the Community Code of Conduct. You can read our full refund policy here, which might help clarify some of your questions. You can reach out via the newly added refunddisputes@thumbtack.com to dispute the result of a refund request. Unfortunately, we are not able to help with refunds here in the Community.
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@cltexan I wanted to follow up on this and let you know that I did send this feedback to the team directly as I know this is a frustrating experience. Be sure that you also send feedback like this to support@thumbtack.com (although it sounds like you may have already done this, or spoken to someone on the phone) so that it gets logged and tracked as well. In the meantime, have you been able to communicate with this customer at all and let them know what goes in to pricing your services? @SarzozaPhoto I think you've run in to similar issues with photography where the customer's budget is not realistic for the services they are requesting, do you have any tips/advice for @cltexan?
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Good morning @DustiO
I'm not sure what "Code of Conduct" I could've violated as this post contains the exact same post, via copy/paste. Exact same thing happened with another post of mine. Is it a glitch? IDK.
I did speak to customer support, first on the phone, which was a complete dead end, then chat (dead end), and then sent the Refund Dispute address. I just heard back from them, and there still seems to be no explanation. Just another cop out pointing me to the refund policy.
It seems fairly ridiculous that I have to do all this for an obvious, and ongoing, failure by the TT system. Attached is a screen shot of the job details that obviously don't match, and an excerpt from my reply to the Refund Dispute team…
"So please explain to me why I get charged for a lead that CLEARLY does not match my criteria? The customer’s budget does not match what I charge. That is obvious. Your system even shows that in the job details! I understand that the number of “$1,000” appears on my account in “Job Types", but for very different circumstance than what this job is asking for. The number “250” also appears. If a client’s budget for a job lasting 365 days was only $250, Thumbtack considers that a match?!
Why am I paying for a fault, a problem, in your system?!
As obviously illustrated in the screenshot attached, customer’s budget is max $1,000. My Estimated Cost is $1,800. There is not a match. There is no other consideration. The number 1,000 does not equal the number 1,800! There’s absolutely nothing else to consider… unless Thumbtack has developed it’s own rules of math that justifies stealing money?"
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Sorry, I doubt this is the place for all this, but I appreciate the ability to vent.
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@cltexan there are automated systems (on Vanilla's side - the platform that supports this community) that are outside of our control that automatically flag posts. It can be for containing a swear word, or it can be for a ton of characters posted in a really fast amount of time (ie if you drafted a long post and then copy/pasted it). I do check the spam queue, but don't always catch them before they are removed by the system. I did see your longer comment in the spam queue and restored it, so you should see it now.
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Exactly stop stealing money, just cleared my account, I stopped using automatic direct leads to save money, once I decided to set it back because it seems like opportunity leads don't see you messages and not even the next day got a lead last night for kitchen remodel, supposedly they contacted 4 pros, but in reality they picked only one and was offered to send it to 3 more by checking a box , now they charge me $300 for a lead that doesn't even try to respond to my messages here or by texts this tells me they are more focused on the pro they actually picked this is crazy $300 plus my business can't be seen until that's paid . Something needs to or someone needs to to look at this site something ain't right.
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