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Getting a Review Removed

Hello Thumbtack community!  First time on here looking for some advice, thank you all in advance!  Back when we first started on Thumbtack we had a potential customer who raised some flags in my head but we were so brand new and I wanted to get the Thumbtack wheels rolling that I went ahead with her anyway.  She ended up giving us a horrible review and it is still a black eye on our company here on the site.  I legitimately feel that this review should be removed from our profile and wondered if anybody had ever heard of this happening?  The first thing I guess is that the woman didn't mark us as hired until weeks later and we never did business with her; no money was ever exchanged and a contract was never signed.  She behaved very unprofessionally and behaved in a sexist manner towards my wife who is our business manager.  She told her straight our that she hated women photographers and was not happy when she thought my wife was going to be the photographer.  She changed her behavior when she was informed that I would be the photographer and I am a male.  Then at the time of making the final plans for meeting for the photo session I called her myself and basically said my wife made up the whole project and that she wasn't even certain she wanted to work with us yet.  But she marked us as hired a couple of weeks later and gave us a bad review with some inaccurate information and Thumbtack let her do it.  I spoke to them and they wouldn't remove it saying they felt she was a legitimate customer.  Even though I offered them the transcripts of the text messages showing the sexism and the irrational claims that my wife pretty much made up the project.  How can she "hire" us for a project she never commited to and claimed didn't exist?  I have gotten stellar reviews since then and don't know how to get this horrible pack of lies of my profile.  Has anyone had any luck in this department or know of anyone who might be of assistance?  Thank you again!

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9 responses
cranichik
Level 8

Re: Getting a Review Removed

Welcome to the world of thumbtack! If you search, you will find multiple complaints of Pros receiving bad reviews when they were not even hired. Thumbtack refuses to delete them. This debate/problem has been going on quite some time now and has caused many Pros to quit thumbtack. I am sure this post will be deleted since it not praising thumbtack, rather it is simply stating facts that people are unhappy with.

Cranichik 8-11-2019

Moderator Meckell
Moderator

Re: Getting a Review Removed

@jduenasphotos this sounds like a sticky situation. We allow customers to review pros based on any interaction they have, even if it doesn't end in a hire. Reviews are only removed if they violate our Content and Review policy. I am more than happy to take a second look at your situation if you'd like. Just send me a private message with the name of the customer, screenshots of text messages, and any other info you feel would be helpful for me to know. 

0 Kudos
JoeB131
Level 7

Re: Getting a Review Removed

It's a little worse than that.  Even if a customer wants to amend a review, they can't.   I had a situation a few years ago,where a customer gave me bad review, because she really didn't understand the process.   After I made the corrections, she said she wanted to update her review, but couldn't...  So there's that.  

Moderator Meckell
Moderator

Re: Getting a Review Removed

@JoeB131 customers actually are able to update their review one time after their original review. We understand that things happen and that their experience can change. If you have any questions about this, please let us know!

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mgbortz
Level 1

Re: Getting a Review Removed

I understand the process for sure, but how can a client get away with a blatent distortion of the actual facts?  I have one actual poor review where a client wanted me to "get them some TV channels."  I explained to them that they had options, but the best one is a local cable company.  I even offered to mount a TV antenna to their roof for free with the disclaimer that they would be very limited in their channels and during foul weather, they may be non existent.  They were most concerned with getting Fox News, which I also explained was only available through cable, an app (Prime Video, Hulu, Yahoo, etc), or computer....all requiring a cable internet subscription which they balked at.  They flat out said I didn't deliver, but I'm not the cable fairy...this one review stripped me of my 5.0!!  Do I have to live with that forever or does that go away at some point?

Moderator Meckell
Moderator

Re: Getting a Review Removed

@mgbortz the only time a review can be removed is if it violates our Content and Review Policy. Customers, however, are able to update their review one time. I would suggest reaching out to the customer and seeing if you guys can reach a solution. If you can, ask them if they'd be willing to update that review. 

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amberlyn
Level 4

Re: Getting a Review Removed

"@mgbortz the only time a review can be removed is if it violates our Content and Review Policy. Customers, however, are able to update their review one time. I would suggest reaching out to the customer and seeing if you guys can reach a solution. If you can, ask them if they'd be willing to update that review."

 

1) This is absolutely false!! As a customer, I had an extremely unprofessional experience with a business owner and she blantanly lied in her response. I wanted to update my review with evidence of her lies and I was not allowed (there wasn't even an option to update the review on my end.) I even contacted customer support for this issue, they said they'd look into it and SURPRISE I was ghosted.

 

2) If that is true about not being able to remove a blatant extortion review from someone who was NOT even a customer - then I no longer want to do business with Thumbtack. That is unacceptable!!

Systemyc
Level 2

Re: Getting a Review Removed

I am newbie to thumbtack,couple months now,have almost 30 verifed reviews,alot more hires than that.Now i am facing that customer made 2 projects and both time contacted me,and i clearly explained the cost and possibilites and left my phone number to adress him with all concers and problems.That after that i recieved a call from the same customer saying that it is too expensive for him and that i should do it for the amount he finds it suitable and after that i got 2 star revied with no explanation on the profile.I am facing now serios problems because platform works on the reviews.I wrote to the support,just wondering what is the policy about it.

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Moderator Kameron
Moderator

Re: Getting a Review Removed

@Systemyc Reviews will not be removed unless they violate our Content and Review Policy. It can be hard to have a negative review on your profile but remember that if the customer decides to that they can update the review one time, so a professional response from you on the review could go a long way. 

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