This is where the uber model where drivers rate passsengers would make sense. I firmly agree that making the clients register and then be subject to a star rating would be helpful to pros. I have a feeling that this story is repeated time and time again and anything TT can do to protect and help the pros would be great. We pay a lot of money for this service - the leads are the basic commodity of the service - we need to know that we are getting more for the premium prices that pros pay. I looked back at my stats for 2019, and the volume of actual clients I took from TT is small and definitely took a negative ROI... but most interesting is that the highest no-pay rate in my lead sources is the TT leads. I am still chasing several for significant past due bills.
@Wreach Your safety is our top priority, and I'm glad to hear that you're now working with our Marketplace Trust and Safety team in regards to this situation. It sounds like you took all the right steps in trying to be as professional and courteous with the customer as possible. Whenever a pro is having difficulty receiving payment from a customer, we recommend continuing to request payment in a professional manner and if things still go unresolved to then contact us at 800-948-2034 (Mon-Fri 7am-8pm, MST). To help pros prevent things from getting to that point, we've compiled this list of helpful pro tips when it comes to Receiving payment.
I'm also happy to hear that you've kept your overall positive experiences and past customers in mind. Unfortunately, difficult situations with a customer can come up, but we've seen that when a pro remains professional or responds professionally to a lower review that it reflects well on them in the end. Customers do have a profile that they access their account from, however, I'll be sure to submit your feedback about pros potentially being able to review them.
Suggest you talk to an attorney to teach you about filing a mechanics lien. Your experience is not unique.
Many hoarders and clutterers try to take advantage of cleaners.
These days; it does not cost an arm & a leg to take pictures and videos. Moving forward; I suggest you do before and after videos of every single job. Many moving company's are taking lots of photo's, especially when there are apparent scratches and dents on furniture... to show that the damage was pre-existing.
I also support the concept of Pro's being able to rate the Job-Posters. Technically, one could argue that Pro's should only be able to rate customers. Right now things are one-way street. Not a two way street. A shrewd, unethical professional could post a job, and then give his competitors poor reviews on Thumbtack without ever hiring. As per Thumbtack, Job-Posters get to evaluate Pro's on the Thumbtack Experience. But Pro's do not get to evaluate Job-Poster's on the "Thumbtack Experience".
Unfortunately, in this day and age: "REVIEW BULLY'S" are a real thing. When you receive an unfair, bad review. Fight the urge to respond immediately. Get some help, take some time to post your response. Get someone who reads and writes well, to proof-read your response before posting. For TT staff: It would be nice if Pro's could post photo's when responding to a bad review; That way a cleaner who is being victimized by a scam artist or bully, could post the before and after pictures....so readers can better draw their own conclusions.
Bad reviews, with a response from the Pro...are basically a "he said---she said" type thing. It is difficult to tell who is telling the truth. But it can be easy to figure out who is the more mature; logical, rational, practical person...of the two.
About the screws damaging your machine. There are magnetic rollers which will pick up most but not all screws, etc. If they have zero iron, and are just aluminum or tin, magnets don't work. It might be a good idea to use one of these on shag type carpets, before you break out that cleaning machine:
Good luck going forward. Reese T. Dec 17, 2019
In my business, I don't work without a contract and I get a deposit up front to hold the date.
Even a simple agreement where they have to sign off when you leave stating that the work was done and everything is accounted for! Maybe even just Google "simple contract for cleaning services" and see what you can come up with. You list what they asked you to do, room by room. Then when you give them the bill, they sign off that everything was ok, and put the date.
That is a frightening story. I hope you don't have that kind of experience again.