A very valid point SRoberson! I've usually been able to get my refunds when stuff like that happens, but not always. Sadly, if customers had to pay ANYTHING, they would probably just go to another site like Angie's List or Home Advisor that was free to them. What infurates me is most of the time we pay no matter what, and have no clue what we will be charged until after they charge us. I have a customer that has posted the same request evey year, and I respond every year, then they go silent. On the 3rd time I was able to get a refund. I've also reached out to people that I know I can't do work for to give them some free information, knowing I'd be charged, but I've been able to get reps to go back and look at the chat history and get refunds for those few as well. Typically if you ask for a refund and it is anywhere near valid, you have a good chance at getting the refund. I got charged double what I normally get charnged for a job, with no explaination besides "the algorithm is complex" and "well make note of your issue and pass it up for review for future changes", but in the end, I couldn't talk to anybody that had any power to refund this gouging bill.
I had to stop telling them how the pricing is now because they started feeling guilty...
I spent $75 on one quote, gave them a bid for painting the whole interior of their house (over an hour talking with them). I told them how much i had to pay and they felt bad but it seemed like they were going to hire me and would let me know the next day. So 2 days later i got a text from them saying that their daughter had a friend who paints....bye bye $75 and a lot of time. This has happened a lot of times. So even the jobs that reply and sound great don't always work out, and it gets expensive. Bring back our old Thumbtack!
@Moose I definitely want to hear more about what's going on and see what I can do to help. Will you send me a private message with your email address, the name of the customers and more details on the project?