Frustrated With an Unresolved Duplicate Lead Charge

engelmanncleaner · September 16

I would like to share a situation that has been very frustrating for me with Thumbtack.

Thumbtack has been one of my main sources of work since I started building my cleaning business, and I’m very grateful for the clients I’ve been able to get through the platform. However, unfortunately, it has now been more than two weeks since I’ve been able to properly use the platform because of a billing issue involving a lead.

Thumbtack is trying to charge me twice for the same lead. I have already contacted support three times. The first two times I received a response, I explained the situation again and provided my bank statement clearly showing that the lead had already been paid for and that the money was deducted from my account. Even so, the issue still has not been resolved.

What makes me especially disappointed and frustrated is that while this issue remains unresolved, my business is being affected because I’m losing the opportunity to receive new leads and clients through the platform.

I really hope someone from the Thumbtack team can take a closer look at my case and resolve this situation. I’m not trying to avoid making a payment — I simply want them to recognize a payment that has already been made and stop attempting to charge me for the same lead again.

I sincerely hope someone from the Thumbtack team sees this post and can help me, because I like the platform and would really like to continue using it to grow my business.

ArvinC · September 17

Hi @engelmanncleaner , thank you for sharing this, and I'm sorry you've been dealing with it for more than two weeks, especially after reaching out multiple times and providing documentation of the payment.

Unfortunately, we don't have access to billing details or the ability to make account adjustments from the Community side. The Pro Community is primarily a space for Pros to connect, exchange business advice and experiences, and learn from other members and Top Pros. Account-specific billing issues need to be handled by Support since they have access to the account and payment details needed to investigate.

Since you've already contacted Support, I would still suggest following up on your existing Support case rather than starting a new one. If you have a previous case number, include that and ask for the billing issue to be reviewed by the appropriate team. Keeping everything within the same case also helps preserve the history and documentation you've already provided.

You can follow up at support@thumbtack.com.

I understand why getting clarity on this is important when it's affecting your ability to use Thumbtack and connect with new customers. I hope you're able to get an update on your billing issue soon.

DustiO · September 18

@engelmanncleaner I was able to look at your support cases and the latest I can see is an email from the support team requesting more information. I would recommend checking your spam.junk folder if you didn't receive that email. Hopefully they can help figure this out :)

MyCleanCharlotteMaid · September 22

I understand how frustrating that can be, especially when lead costs affect whether a small business can keep using the platform.

For cleaning businesses, every lead matters because we are balancing labor, supplies, travel time, scheduling, and customer communication. If a charge looks duplicated or incorrect, I think it is important to keep screenshots, lead details, timestamps, messages, and any support case numbers in one place.

I would also try to keep the follow-up inside the same support thread so the full history is clear.

It may also help to track leads and charges separately each week. That way, if something does not match, you can catch it quickly and provide the details needed for review.

Pros should have a clear way to resolve billing issues when something looks incorrect.

Frustrated With an Unresolved Duplicate Lead Charge

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