@Guardian We understand how important reviews are for pros, so I can see how this is frustrating. To keep the authenticity of our site, we don't remove or alter reviews in any way unless they go against our Content and Review policy. You took all of the right steps by reaching out to this customer trying to figure things out. Please keep us updated with that.
Some other pros have been in your situation when it comes to receiving a negative review. Go here to read their tips and tricks on how to overcome it!
I received a non-review from a customer. You ask customers too soon for a review. Most of them wait until they have received their service. But this one customer just wrote in her review "I don't know. I haven't met the Professional yet." So, she gave me 3 stars. All of my other clients have given me 5 stars. Her non-review is hurting my excellent rating. Can you please remove it?
I'm sorry about the experience @HVACPRO, I understand how important reviews are for pros. However, we don't remove reviews unless they go against our Content and Review Policy. I took a look into this review, and you were given the right information in that it's not something that we can remove. However, we do give customers the option to update their review. I'd suggest reaching out to the customer and see if you guys can come to a resolution and ask them to update that. If you have any other questions or would like to discuss this further, please send me a private message.
Perhaps the Review Policy needs to be changed. If a potential customer left me a negative review for a job that I wasn't hired for, I would be more than livid.
Change the policy so that customers need to leave reviews AFTER a job has been done, and that reviews can be removed if customer left a review for the wrong Pro.
Exactly on point. Great idea. How the else should you be judged. Customer doesn’t like our prices then do not hire us. That’s how they can complain about prices. Not leave a bad review for not liking my price.
The policy of allowing someone to review a Pro that has never used that Pro's services is nothing but wrong. There is nothing right about it and just "another" show stopper for us.
Review us when legitimate. When not legit, remove the erroneous review !!!
Good luck trying to get it removed. I’m going through the exact same problem. I was marked hired by someone who didn’t hire us and he gave us a 1 star review. Never worked for him ever. Thumbtacks great advice was to reach out to the customer and ask him to update the review. Review of what??? I said something derogatory about Thumbtack and they took down my post. So my advice to you is don’t waste your time asking Thumbtack for help and just right a reply to the review so your future customers see your side of it.