Too many changes to thumbtack

TCB247 · September 26

I see me having to babysit this platform on my leads daily .

Very time consuming .

Am I the only one getting lead that have nothing to do with the service I offer and have to spend time documenting and doing multi follow ups with support .

Thumbtack leads are becoming to much a liability than an asset.

Money spent on leads aren’t generating enough to keep buying.

Pauses 6 out of my 7 services because of this.

They don’t listen to the vendors that keep the light on at the office and their families fed.

Disappointed pro .

Mark

ArvinC · September 26

Hi @TCB247 , thanks for laying this out, Mark. I hear that this has become about more than just individual mismatched leads. It's also the time you're spending reviewing them, documenting what happened, following up, and evaluating whether the overall spend is still working for your business.

Pausing 6 of your 7 services is significant, and I appreciate you being specific about what led you to that decision. I'll make sure the context you've shared around mismatched leads, the time required to resolve them, and the impact on your overall return is captured when we're surfacing Community feedback to the appropriate teams.

For any mismatched leads that come through on your remaining active service, I'd recommend using Can't do it before responding when that option is available and selecting the reason that best reflects why the job isn't a fit. If you're using Smarter Lead Matching and the job genuinely isn't a service you provide, selecting Not what I do and completing the prompts can also help refine future matches and, when eligible, trigger the applicable refund process.

Thanks for continuing to share your experience and perspective with the Community.

TCB247 · September 28

if I decline a direct lead that I am charged for do I get refunded ?

First I heard about a decline option ?

ArvinC · September 28

Hi @TCB247 again. It depends on which lead experience is currently available on your account.

If you're using Smarter Lead Matching, you may see a Can't do it option on a new lead before you've responded to the customer. If the job genuinely isn't a service you provide, selecting Not what I do and completing the follow-up prompts can update your matching preferences and, when the flow is completed and confirmed, issue a refund for that mismatched lead. The other decline reasons don't automatically trigger that same refund process.

If you don't see Can't do it, your account may be using a different lead experience. In that case, if you receive a lead that doesn't match the preferences you've set, you can submit a refund request through the standard refund process so that specific lead can be reviewed.

Since this is the first time you've heard about the decline option, I wouldn't want to assume which experience your account is on. You can also reach out to support@thumbtack.com from the email associated with your Thumbtack account if you'd like the team to confirm what options are available for your account.

MyCleanCharlotteMaid · September 28

I understand why many pros feel frustrated when the platform changes and the lead quality does not feel consistent.

For cleaning services, clear categories and accurate customer details are very important. A standard cleaning, deep cleaning, move-out cleaning, post-construction cleaning, Airbnb turnover, and carpet cleaning can all require different labor, supplies, timing, and pricing.

When a lead comes through with unclear details or does not match the selected services, it creates extra work for the pro and confusion for the customer.

I think the best improvement would be clearer customer questions before the lead is created, better service matching, and a simple way for pros to report mismatched leads.

Pros want to spend time helping real customers, not chasing unclear or poorly matched inquiries.

TCB247 · September 28

And take away the contact three top pro option for leads …. They don’t even read profiles anymore …

Unknown · October 1

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Too many changes to thumbtack

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