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Reviews

Hoping to get some clarity on a review being deleted but emails going out to similar properties for reviews. I had a review placed from a site in an ad network under my company. IT was removed but multiple emails followed to the other sites in the network. Do I ask not to have reviews provided? New here and looking to make it a staple. Not trying to get off on the wrong foot with you guys. 

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11 responses
Moderator Kameron
Moderator

Re: Reviews

@majoritymedia I'd like to hear more about this so that we can work to get you some clarity. Please send me a direct message here in the Community with some additional details so that I can begin to take a closer look into this for you.

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DJStevie
Level 9

Reviews

Can someone please tell me why my reviews aren't in chronological order(newest-oldest)? Why does Thumbtack deem ok for reviews to jump around? If this system is geared towards customers to view us, wouldn't it be to our benefit for them to see reviews in the newest-oldest order? As a customer, I would question why a Pro has 2 recent, then 3 old, then another new one, etc. Who made that decision for us?

Moderator Meckell
Moderator

Re: Reviews

@DJStevie The first review a customer will see is the most recent, complete verified review. After that, the review order is determined by the following criteria:
  1. The review is verified.
  2. The review has at least one media item attached.
  3. The review text length is within 52 - 675 characters.
  4. The review was updated recently.


Another pro had a question about this a few weeks back, you can see that conversation here.  Let me know if you have any other questions. 

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DJStevie
Level 9

Re: Reviews

@Meckell 

That's not fair at all. Some customers don't have time to write a lengthy review.  As a customer, I would want to see reviews listed newest-oldest so I can see how many new reviews a Pros has instead of "bouncing around" looking for new ones.

EDIT: As @cranichik added, If the first  reviews are from years ago, instead of the present, Customer would think that the Pro hasn't been working recently, and therefore will bypass us. This explains why I may not be getting alot of jobs, even when I had Promote on. I like the Reviews tool, but if it's not going to be from newest to oldest, then get rid of it.

cranichik
Level 7

Re: Reviews

@Meckell That method of showing reviews is one of the most STUPIDIST things I have heard from TT. Like it was mentioned, not everyone writes a lenghty review. I don't. I am a concise person and would rather write a short, straight to the point review, than something so long people get bored reading it. And definitely not everyone leaves media. I am a pet sitter. My customers sure don't!

EDIT - I also want to add that if I go to a profile and the first reviews are from years ago, istead of the present, I don't go much further. I figure that pro hasn't been working recently. I want to see NEWEST reviews first!

DJStevie
Level 9

Re: Reviews

@cranichik 

EXACTLY!!

ReeseTee
Level 7

Re: Reviews

hello: I am looking at my reviews (around 227) and the order is NOT following the sorting rank logic you laid out.

I can see pushing reviews with attached photos to the front of the line. But your system does NOT do that on a consistent basis.

IMO: Reviews should be in a strict chronological order, newest at the front.  

I agree with other's assertion that a job-poster seeing a two year old review at the front of the line... may assume the Pro is not really active on Thumbtack.

When a Pro first creates their TT profile, they are encouraged to reach out to past customers (for a max of 10..I believe) reviews, all of which if posted are non verified.  

In theory; as that new Pro bids on jobs, wins them, and gets reviews, those non-verified reviews will fall to the back of the line.

Apart from things like "Price of contacts" or "Number of Bids sent to the Job-Poster"  as your true customers, we are entitled to a functional, logical website.  IMO you guys have a long way to go.

This window I am typing in; has a text box stretching tool. When I type a bid from my PC, I do NOT get the same convenience. I get a scroll bar that let's me see a few lines of text at a time.  This is very frustrating since my bids often push the 1,500 character limit.

If I receive a Job-Poster Selected You lead, I am unable to call up any of my templates, and the character limit is only 500.

All these minor website issues are gasoline on the fire. 

In 2017; I sourced 124 jobs through Thumbtack. In 2018, only 57.  I suspect many in this group have similar statistics.

I want to partner with TT so that both of us are successful.  But I feel like a married person who see's their spouse spiraling out of control with self-destructive behavior, and despite all the love, know's in their heart a divorce is inevitable.

Please inform your overlords that many of us are unhappy with the way reviews are sorted. Don't believe me? Make it a question on your next survey.

Reese T.

conleif
Level 5

Reviews

I am very frustrated. A couple of weeks ago, I spent all day advising someone who had claimed that she needed help obtaining a Green Card. Long story short, after hours of back and forth, the woman admits that she is a citizen! This is in the message thread. The woman was completely irrational; sent me multiple abusive messages; marked me as hired and left me a bad review. Again, all of this is well documented in the message thread. Thumbtack eventually refunded the quote but the review remains. Today, I received a quote from a man man named "Ron." Ron had submitted a request to extend his Green Card. I quoted and "he" asked me to call. When I placed that call, a woman answered. She, too, is a citizen. She was looking for an attorney to engage an unethical behavior because she desperately wants to hurt an immigrant. I (of course) refused the "case." She immediately  marked me as hired and left me a bad review stating that I help criminals come into the country. She then continued to send messages in which she called me "stupid" and again, accused me of helping criminals come into the country. These people clearly just want to harass immigration attorneys. There should be a way to  immediately block these people and these reviews, with well documented craziness, should be immediately removed. It is ridiculous that they are not!

ReeseTee
Level 7

Re: Reviews

Maybe you need to start recording phone calls. I think it's legal if you make the announcement at the start of the call.
But you would know better than me.

If this type of lead continues, maybe a pre-emptive warning that you will not help clients break the law, and if you are asked to perform illegal activities you will report them to the authorities.

There are definitely some flaws in the Thumbtack-Corporate Logic that allows bad reviews. A handyman buddy got a bad review when he refused to construct a backyard shed that was intended for animal sacrifices (Santoria religion I think)...he got no help from Thumbtack.

Good luck, Reese T.