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5-Star Review Deleted by Thumbtack without reason

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I received two 5-star review from a very important client yesterday. I was super happy as I only need a couple more and I'll be at the magic number 10.

Then, this morning I got an email from Thumbtack staff telling me it was deleted because it "Violated Thumbtack terms & conditions."  This was an excellent review that I have earned by working hard for this client on numerous occasions over the last few months and it really helped showcase why anyone would want to hire me. I can't think how that violates your TOS.

How can I get a real and detailed answer regarding this deletion?

Cheers.

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Re: 5-Star Review Deleted by Thumbtack without reason

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@babybrown   I just had that happen to me... When I started a chat with customer service they gave me a reason which seemed logical as the lead apparantly wrote 2 reviews on the same work and I guess they can only write one  - I didnt fight it as it made sense.

That said, another constructive criticism to TT: The emails you send us pros are really a problem. they say so little that they have all the makings of spam. This is the second email this week that leaves the pro really wondering if the issue is even legit. Why cant more information be provied in the email?

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Re: 5-Star Review Deleted by Thumbtack without reason

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I agree.

This kind of comminque would make any pro feel like a distrustworthy amateur. Kind of gross.

Anyway, I contacted TT through the widget and they're working on it as we speak. So fingers crossed.

 

 

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Re: 5-Star Review Deleted by Thumbtack without reason

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@babybrown Now you have me wondering if I need to call back. 

 

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Re: 5-Star Review Deleted by Thumbtack without reason

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For sure I would.

 

They told me to have that person re-submit the review, btw.

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Re: 5-Star Review Deleted by Thumbtack without reason

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@babybrown  That's really an unfortunate response from a customer service perspective. Having to go back to the customer and ask them to re-do their review really doesn't allow you to put your best customer service forward. It just looks unprofessional

TT seems to admit the error. In order to show client focus TT should be contacting the customer, admiting there was an error on their behalf and asking the customer to resubmit their review.

TT, is this something you can do?

 

 

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Re: 5-Star Review Deleted by Thumbtack without reason

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That is embarassing for everyone!

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Re: 5-Star Review Deleted by Thumbtack without reason

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@babybrown I'm glad to hear our team has gotten back to you about the review and next steps. Our systems that analyze activity on our site must have flagged the review to be inauthentic or in some way in violation of our Content and Review policy, which is why they removed it from your profile. We understand the importance of reviews, and we verify our information before removing any reviews. We want to make sure customers and pros can trust our site so businesses can continue to grow on Thumbtack. We're sorry for any inconvenience to you and the customer you've been working with. I'll take in your feedback on this matter and add it to the feedback we have on our review verification process currently. @MR I'll also be sure to pass along your thoughts on how we can improve our emails to better communicate with our pros and keep them informed. 

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Re: 5-Star Review Deleted by Thumbtack without reason

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@taylor Just curious here.....why is it then that multiple people who have requested that their reviews, of which have been posted by people who have not even hired such Pro, cannot be deleted? This is a very sore spot among Pros who get bad reviews when they have not even worked for a customer. Thumbtack always claimed they were unable to delete reviews.

cranichik 7-26-19

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Re: 5-Star Review Deleted by Thumbtack without reason

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@cranichik 

Good point!!!

DJ Stevie 7-26-2019