JOIN US TOMORROW (Thursday 3/26) for CommuniTEA Networking & Mentorship Session.

ArvinC
ArvinC Administrator Posts: 57 admin
edited March 26 in Community News

If you're tagged in this post, you are either new or have been active in the Community since our last session, and we would love to meet you! Join us for our CommuniTEA networking & mentorship hour tomorrow morning  10:00-11:00am MT (9am PT, 11am CT, 12pm ET) on Zoom.

We'll do some intros and then open up for you to ask each other questions, share successes and struggles (and solutions), and meet some Thumbtack team members.

Join us by clicking this link.

If you can't make this session, check out our others here.

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CC: @DustiO

Comments

  • Triple8Dj
    Triple8Dj New member Posts: 4 ✭

    Good morning & I'll be there, thanks !

  • Triple8Dj
    Triple8Dj New member Posts: 4 ✭

    Why has this meeting been labeled a Success workshop & presented to me as a reward ? Seems to be the only opportunity for one of your pros to vent about how bad the platform has become for him. So I'll ask my questions on here if you don't mind. Why am I charged for direct leads that their budget are half or less than half my published rates? Lastly, I was denied a refund for Caitlyn Barry Date: Sun Mar 22nd 2026 at 5:00 PM in Naples, FL 34104 after the client has cancelled the event ?

  • ArvinC
    ArvinC Administrator Posts: 57 admin

    Thanks for laying it out clearly. I can see why this would feel frustrating.

    On the direct lead question: you’re charged when a customer reaches out to you, even if their stated budget is well below your published rates. Your rates help set expectations, but they do not always prevent lower-budget customers from contacting you. That does not make it any less frustrating when the lead was never likely to be a fit at your pricing.

    For the Caitlyn Barry lead on Sunday, March 22, 2026 at 5:00 PM in Naples, FL 34104, I understand why you would question the refund denial if the customer canceled the event. In a case like that, I would recommend disputing the decision by emailing refunddisputes@thumbtack.com and including the job details along with any message history showing the cancellation.

    It can also help to be very specific in the dispute. For example, if the customer canceled after reaching out, or if the job details showed from the start that the lead was not aligned with the service or pricing you offer, that context is worth calling out. We have also seen pros dispute denied refunds in situations where the customer selected the wrong type of pro entirely, so any clear mismatch in fit is important to include.

    I know that does not fix the experience you had here, but your concern makes sense. If a lead is far outside your rates or no longer a real opportunity because the customer canceled, I understand why you would expect a closer review.

    CC: @DustiO

  • DustiO
    DustiO Administrator, Moderator Posts: 2,483 admin

    @Triple8Dj I just sent you an email, But, this is not the Thumbtack Success Workshop (sorry about the confusion) — you can register for that here. Those sessions are structured webinars with a ton of great content.

    These CommuniTEA sessions aren’t part of the Pro Rewards program—they’re open, collaborative spaces where pros can share tips, ask questions, and learn from one another. Today's session was a little different than usual as we helped address some valid frustrations, but typically there is a lot of time for open discussion, so I really hope we see you there again!



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