I am a Thumbtack top pro, and have been with Thumbtack for over a decade. Currently I have 107 verified ratings and reviews with only two reviews less than a "5". This context is important to understand what happened to me, and to warn other pros about a gaping flaw with Thumbtack's review policy. This past week I received a direct lead from a client. As would most pros, I responded to the post, which was extremely vague without any real explanation of what was needed. (I provide video production services) Typically unless a client provides some specific details about their project, the best I can do is to provide a estimate of the job, with an explanation that I would need further information to provide an accurate quote. My responses to direct leads are always prompt, courteous and as helpful as possible. Well, apparently not! After sending the response to the post, this particular client sent me this message: "Your giving a quote and then asking what my needs are, to me ,is truly unprofessional and implies You do not care or are not concerned with details." Immediately following this I received a one-star rating from the client accompanied by the words "pay attention". Understand that other than responding to the original request for a quote, I had no interaction with this client, no verbal discussions, no written discussions, nothing. Now for a top pro in a very competitive field of contractors, this would be devastating. I have spent thousands of dollars on leads with Thumbtack.com. It is and remains one of my important sources of work. To receive an arbitrary rating like that can cost me thousands of dollars. I attempted to resolve this by calling customer support. Both the agent I spoke to and the supervisor I spoke to simply kept telling me the same thing: a response to request for a quote represents an "interaction" and the client at that point is allowed to leave a review. Not only that, but once a review is posted, unless it violates the Thumbtack terms of service, the rating/review will NOT be removed. The cavalier and condescending response of Thumbtack was, "well, you can respond to the review and that will be sufficient." This, of course, demonstrates the total idiocy of the policy. So technically any contractor could go on Thumbtack, post a job related to his/her field, invite competitors to bid, then devastate their reputation by posting a 1 star review, which could easily topple their rating and top pro status. There is a positive ending to the story - I was able to speak to the client who posted the rating, and after a very long but excellent discussion it became apparent that the client was not upset with me but with Thumbtack's posting process. She agreed to speak with Thumbtack - asked them to remove the rating - and even asked them to reimburse my fee - and the review was removed. Thumbtack says they have a "higher process" when it comes to reviews, but it is SERIOUSLY flawed. There are times, as infrequent as they may be, when a hard and fast rule just does not apply. And this was one of those times - but there is a stubborn resistance to acknowledge this. I hope this changes, not just for my sake, but for the sake of every other pro on Thumbtack.