Lead / Opportunity Format and Refunds
Thumbtack changed my life almost ten years ago. I am a jewelry designer, and after traveling to show my work for 15 years, I just wanted to stay home. Shifting to online sales did not work, but funding Thumbtack did. I got almost all my work here. Shifting to the lead/opportunity platform crashed everything again. I am getting a fraction of the work I got here before.
Clearly Thumbtack must be making so much more money that they won't change back… but there is one issue that I am hoping they will.
If someone contacts us, we get charged… even if they never answer. Speaking to Thumbtack support, this is a reason for refund, but only in some states. If they know it's wrong to charge for that, why not refund in all states?
The reason I am posting here is that if enough people report this as an issue, and request the question be raised beyond the support that we can speak with, perhaps it will change and we can all get refunded for contacts who never answer us at all.
Teamwork, right?
Thanks in advance,
Jane
Answers
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there are states in which i would not be charged if a contact does not answer? Wow. That would be great.
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There are more than two states… but why not all of them? It's so wrong to charge us it the customer never answers… not even once!
We all need to start requesting this change!!!0 -
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Hi @Jane_A_Gordon , thank you for sharing this and for being with Thumbtack for so long. I hear how frustrating these changes have been, especially after the success you had before.
On leads where a customer does not respond, refunds can apply in certain cases, though eligibility can vary based on factors like local regulations, which can feel inconsistent.
It also really helps to share feedback directly from your account. That feedback goes straight to our teams and is grouped with similar feedback by category, industry, and type of issue. It’s reviewed alongside what other pros are reporting, so when multiple pros in the same space raise the same concern, it helps increase visibility and can play a role in what gets prioritized.
Posting here in the Community helps too. We regularly look at overall sentiment and common themes from conversations like this and share those insights with product and partner teams to make sure your experiences are represented.
I appreciate you taking the time to share this here.
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Hi Arvin,
Don't get me wrong… I am really grateful to be on Thumbtack. But this one think is just wrong of Thumbtack to do, and they know it.
To clarify… I was getting so much work off Thumbtack until they changed to the Lead/ Opportunity platform. I was reluctant to sign up for leads but gave it a try. I am still getting only a fraction of the work I got before.
The thing that is morally wrong on Thumbtack's part is that when someone reaches out to me I get charged…. even if they never respond…. not even once.
Again, Thumbtack knows this should be refundable because it is in some states…. so why not all states?
And to clarify, I am not talking about a job I don't get… I am only talking about an RFP I had to pay for, with absolutely no chance to get the job because of the customer never answering… not even once.
Please….. anyone seeing this….. please write to Thumbtack if you have had these same unscrupulous charges. Maybe Arvis is correct and with enough feedback about this we can make a change.
Teamwork…. right?
Jane0 -
Hi @Jane_A_Gordon , no worries at all, I really appreciate you continuing to share your perspective here.
Feedback like this is incredibly valuable, especially when it reflects your real experience as a pro on the platform. It helps our teams better understand what’s happening on the ground and is reviewed alongside similar feedback from other pros, which helps surface patterns and inform where improvements are needed.
Thank you for taking the time to share this here and for also submitting feedback from your account, it really does make a difference.
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Thanks. Do you work for Thumbtack or are you a pro… here in the community?
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