@cranichik The only times a review will be removed is when it violates our Content and Review policy. Outside of those terms, we cannot remove a review. We want customers to have the ability to share about their experiences they've had with pros both on and off of the platform. Keep in mind even if the pro is not hired but has still had an interaction with the customer, they can leave a review about that experience. We know how difficult it can be to receive negative reviews, and it's important to us that professionals on Thumbtack are represented as well. This is why we give professionals the opportunity to respond publicly to all reviews. When you receive a negative review, we encourage all pros to respond professionally to show other potential customers that you offer quality services regardless of the situation.
Any chance on having customers post reviews for Pros AFTER we do the job? We have suggested that numerous times, and personally, it make alot of sense. Also Pros should be able to leave reviews for customers so other Pros have a chance to review in case customer is looking to hire a different Pro for another or same type of job.
DJ Stevie 7-26-2019
I understand that there are stringent guidelines in place but the way they are handled is amateur and inflammatory to say the least.
As an (potential) asset to your business I have to tell you guys that the following language is not only unfair but it's also devisive and de-motivating. I'm talking about:
:: offense on file, fake reviews associated with you, violations ...serving notice, account monitoring, loss of access etc etc etc.
This type of verbiage is incredibly disheartening to honest folk like myself - especially when it is a decision based on imperfect and inflexible algorithms.
The review in question was honest and well within TT's stated guidelines. This was from a client that I work with on a consistent basis and TT sent an email containing all the above language TO MY CLIENT! As though she were some kind of criminal.
Please fix your enforcement of simple protocols so that you don't make your pro's feel like shysters or common criminals.
@babybrown I have, on several occasions had to say that I was in no way affiliated with TT, nor am I an agent for or are they an agent to me to separate my firm from things that the client felt uncomfortable about in the beginning of the engagement. For example, they felt that when looking for a lawyer, being offered other lawyers to consider was shady and basically ambulance chasing and wondered if I was making that happen on their request. Also, although they did not mind me asking for a review, they found it questionable that the system was auto-asking them to post a review even before the retainer was signed, which made the lead feel uncomfortable.
They were very relieved when I described what TT is - and what it is not.
They also were taken back when they received an email from TT asking if the lead hired me... as they thought that was confidential information and that status was between me and the client - which by way of attorney privilege, they are very correct. I need to ask permission from the client to mark them hired as it would be unethical to do so without their informed consent. I am sure several other professions here have a similar issue that they need to be wary of.
A few weeks ago a customer contacted me to ask if we could come out to his house on a Saturday to move his furniture for him.
"Date: Sep 28 Times: Morning (9am - 12pm), Afternoon (12pm - 3pm) Allow pro to suggest other dates"
Here is our conversation:
Hi ******, would 9/26 or 9/30 work for you?
Will any day during the week work?
Okay no problem, we cannot do it on that day but I’m sure there are other pros on thumbtack who would be able to!
@CTE we allow customers to review pros based on any experience they had. That could include any messaging or conversation that went on between the two of you. Even if the customer didn't mark you as hired, they still would have been able to leave you a review. One thing to keep in mind is that customers are able to update their review. I would recommend reaching out to that customer, see if you guys can come to a conclusion, and ask them to update that review.
We working super hard to get the jobs, make it right and then get the good review. Your biggest mistake is letting potential customers to leave us bad review without even being on the estimate! Even competition pros leaving bad reviews to us just because is so easy. Such unfair! It should be like before: review only after hiring! Just because someone doesn't like the price or don't understand pricing or work specifics it shouldn't drop our hard work rating down. Don't like the price - don't hire - simple.
This is an outrageous situation.
I recently received a 1 star rating from someone who didn't hire me (she marked me as hired) and there has been absolutely no communication other than the initial follow up proposal. Basically I got the canned messaage checking availability so I responded that I was and included more info of what my price included. Nothing else!
Next thing I know she marked me as hired and posted a 1 star rating! I then responded to her and asked why she posted this rating since she didn't hire me and I didn't do any work since her event is over 7 months away. I got no response.
Then I contacted Thumbtack customer service who told me that customers can post a rating/review without hiring you or doing the work to reflect their experience with me. As I said I had no interactions whatsoever with this customer other than to provide confirmation that I was available. This is incredibly unfair to hard working pros like myself. I am a Top Pro and this reflects badly on my record and just dropped my overall rating from 4.9 to 4.8.
I will have to post some type of response to the rating but it makes me look defensive and doesn't reflect well. I also should not have to deal with this (I already spent a lot of time trying to get it sorted out with Customer service).
This is something which needs to be addressed and corrected.