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ANOTHER REVIEW COMPLAINT! GRRRR!

Active Community Member
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I just had another customer - not a HIRED customer - who was asked by TT to give me a review for work we had not even agreed on. I'm a 5-star Top Pro and this customer, not knowing anything about my work, gave me a 4-star rating because all we've done is communicate with each other. That's a fair rating but it also lowers my rating, right? Since I haven't been hired  I got on the live chat, asked to have the review deleted, and was told this:

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The customer have an option to leave a review as long as there was a conversation between the pro and the customer.
 
In order to preserve the integrity of the reviews, our policy is to not edit or remove reviews. Reviews help other customers make informed decisions when hiring.
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I cannot tell you how angry I am at this point. My business is great because of TT but TT asking customers for reviews has GOT to stop. Let US ask for our own reviews. If we're adult enough to run our own businesses, we're adult enough to ask for reviews. Fair enough?
 
Such a simple fix for all these Reviews complaints. Just let us handle them on our own. Done.
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Re: ANOTHER REVIEW COMPLAINT! GRRRR!

Moderator
Moderator
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@QuilterinIowa thanks for sharing your feedback around when a customer is prompted to leave a review. I'll make sure to share this example along with your ask that we let pros request reviews on their own. Also, keep in mind that once you've completed the work that customers can leave a one time update on a review to replace the rating and text on the original.

Give me a 'Kudo' if you find this post helpful or mark 'Best Answer' if it answers your question.
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Re: ANOTHER REVIEW COMPLAINT! GRRRR!

Active Community Member
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I realize they can do a one-time update but this review shouldn't have even been posted. I want it deleted because no work was done. Just let us ask for our own reviews and this whole topic of dissention goes away. 

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Re: Unintentional Review

Active Community Member
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Yes. This is a huge issue.
TT should take a long hard look at the review system they incorporate.
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Re: Unintentional Review

Community Veteran
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@MMM_Memoriesgreat post! To me it makes absolutely NO SENSE that a lead that didn't hire you & has NEVER even spoken to you should have any opportunity to  review a service pro. C'mon Thumbtack what are you thinking here?

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Re: Unintentional Review

Moderator
Moderator
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@MMM_Memories thank you for sharing these pieces of feedback. I've made sure to document and pass them along for our teams to review.

@MMM_Memories and @Hankster if you haven't already, be sure to check out this recent post about pro feedback: Keeping you in the (feedback) loop. In #4 we share our thoughts on allowing reviews only if the customer hired you. 

Give me a 'Kudo' if you find this post helpful or mark 'Best Answer' if it answers your question.
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Re: Unintentional Review

Community Veteran
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Thanks @Kameron. I did read that. I know this is in the evaluating options stage but this statement sticks out:

'We understand it can be frustrating to receive a review when you weren’t even hired. We want to allow customers to share their thoughts on their experience with a pro, even if they decide to go a different direction. Their experience is still valid and might be useful for future customers to know'

I'm a DJ service pro. 99% of the time for those leads that do take the time to reach out to me again (key word here) after they initially contacted me I don't get hired because someone else offered a better price. What if your customer/my lead thinks my price is out of line after only contacting me only one time? They are going to give me a 1 star review and possibly also give me a bad written review & that affects my current 5.0 review rating. Please do not even think about implementing this part even on a trial basis.

How can someone make a request for someone else an it not be called Third party??

Community Regular
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This is one major down fall Thumbtack has an it’s an extremely bad one for us Pro’s. To me if someone makes a request needing plumbing work an failed to communicate with the Pro’s letting them know oh this is really for my “mom” or a “friend” an they were never a customer how do they have a right to leave a review to me as a business owner that’s fraud. When y’all charge us then when it’s reported y’all look into it an refund my money yet don’t remove the review. I’d like answers to this an when you call in many times requesting member of management to call you guess what you get no call you get an email from a sales lead an you were told they’d call you right back. Very unprofessional in my eyes.
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Re: How can someone make a request for someone else an it not be called Third party??

Community Manager
Community Manager
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@RooterProsLLC1 thanks for reaching out about this. I want to better understand your situation and see what I can do to help. Just to clarify, was the person who left you the review the person who created the request on Thumbtack? Feel free to send me a DM with the name of the customer and any other info that might be helpful! 

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Re: How can someone make a request for someone else an it not be called Third party??

Community Regular
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Yes, ma’am it was an I’m unsure how to send you a DM feel free to send me one an I can replay or a email to RooterProsLLC@gmail.com Thank you for your help with this matter. @Meckell
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