@Rjc it's disappointing to hear when a customer decides to go another route with their project. Based on the information you've shared here this wouldn't be a contact that's refundable based on our refund policy. However, if you have additional information that you'd like to share I could certainly take a look for you if you'd like to message me directly with the customer's name. You can also apply for a refund through the site in our new refund experience mentioned HERE. It can be discouraging when you get a contact, feel good about the direction your conversations go with a customer, to then not close the job. The ones that you do win though are the reason that pros continue to use Thumbtack and are what make tough losses like these worth it in the end.
After spending all day with private messages and a phone call with support, once again I feel cheated by the TT system. It would be helpful if there was a way to attach photos to the private messages and equally helpful to not have to repeat your situation to every person you are handed off to.
I also would like the opportunity to actually speak to the supervisor that makes the final determination instead of having to take the word of the person answering the phone. He doesnt know how to present my case- only I can do that- bottom line-
If a customer makes a mistake on their form and you are matched - TT will not refund your money even though it was not a proper match and you wasted not only time but money!
If I buy a certain product and the seller sends the wrong product , I usually dont have a problem getting my money back! I sent proof that the customer did not intend to pay my pricing and either TT added the pricing or the customer made a mistake- I sent the email exchanges between us but that didnt matter.
Hi @Rjc. I understand where your frustration is coming from and I was able to take a closer look into your situation. I sent you a private message with more info, please look that over when you get the chance. I'm happy we were able to get this taken care of for you!
This seems to be a recurring theme.. and the responses are just as recurring..."I understand your frustration", "It can be frustrating when".....
It's great when we know that we are being understood and receiving sympathy... but let's keep it constructive. Sympathy is not what we are looking for.. We would just like to know why we are being charged for leads that are not responding.... That's a simple, constructive, relevant question that we all would like to have an answer for....