Filter by message states (for user id: -1, login: Anonymous):
results: 9
topic id 25265: Pricing
topic id 24883: The purpose of promotion and set your budget in advance
topic id 22503: Leads
topic id 26197: Paying twice for the same lead
topic id 22064: Questionable leads
topic id 14288: Declined "Leads" charged
topic id 19454: Marketing Executive From Thumbtack Chooses Promoted Lead, Then Radio Silence
topic id 18206: New Model?
topic id 100: Is quick reply worthy of charge?
Moderator Meckell
Moderator

Re: REQUESTING A REFUND

Hey there @jcp. If you look at the quote message between you and Leah, you'll see that they hired a different pro, the request was not closed.

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jcp
Level 9

Re: REQUESTING A REFUND

Meckell - if you clearly look at the lead you will see that Leah had three pros she contacted. I got my first notice at 12:24 and responded at 12:25.


I responded in 1 minute.
Pro A never responded
Pro B responded in 2 hours


I recieved a alert at 1:42 that Leah "closed the request" - this is IMMEDIATELY after my 2nd attempt to contact her at 1:43. Which was one hour and 20 minutes after she reached out to me asking to call me. When I went to my coversation on line it said "hired a different pro". Which was different than "closed the request". SO, how could Pro B respond in two hours?  And why two different messages?  "closed" "hired a different pro"


I feel pretty confident that she didn't contact Pro B either. Let alone hire Pro B. If she did - well then say so. It will clear the matter.
Asking for a phone conversation and paying that fee and not hearing from them? My money should have at least provided me with THEIR contact information. This is one of many business practices that Thumbtack currently goes by that is becoming known in the marketplace and its just truly heartbreaking.  

jcp
Level 9

Re: REQUESTING A REFUND

@Meckell - any response back? Why did I get a notification alert that said “customer closed request” and then in the conversation message it said “hired another pro”? Any response back how a customer can “close” a request an hour after posting and pro B can still respond in 2 hours - AFTER the customer closed the request? Can you tell me IF customer hired different pro then .... she must have hired Pro B . That’s the only other pro listed. The whole request is suspicious, messaging wrong, they never called me. I did everything right. Responded less than a minute, I followed up an hour later. I have kept my profile, samples and preferences up to par, Top Pro status every year I’ve been with TT. I profited $85 last month and TT profited $300 from me. $300!!! The most ever in five years I’ve had to pay out. Triple from the first 4 years on this site. And Thumbtack can’t even reimburse me $28.84 from this lead? Officially off this site now until major changes. Again, please read the public statement that Marco wrote way back in March about how he is going to change things knowing many of us are not happy about paying for leads that are not right. Marco Knowing we are not happy but Marco not willing to refund for mistakes, errors, unfairness, etc. Just shameful. Certainly glad that there are sites like Bark and Gigsalad that I can successfully invest with. I’ve built a great profile on this site - I am still hoping these changes come soon. No longer am I willing to lose money with this site. Two months in a row!
Moderator Meckell
Moderator

Re: REQUESTING A REFUND

@jcp can you share a screenshot of the notification that you got stating the customer closed that request? I definitely want to look into that further! 

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jcp
Level 9

Re: REQUESTING A REFUND

l will of course.  I have to get a print out from ATT since I deleted it.  I have to go into the actual store or wait for it on my statement - it is not current at this moment.  In the next day or two I will.  

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jcp
Level 9

Re: REQUESTING A REFUND

I have to wait to get the info from ATT to provide you with proof since my word isn’t good enough. I will do that. Since that was your concern in the entire matter. In the meantime, how about simply looking at the account of this Leah. She contacted three pros. Two responded. Said she hired different pro on my feed one hour after she reached out to us.. So she either hired pro B and had a phone conversation with them or not. You know the answer to that. So - one hour after she posted her request she “hired another pro”- - but Pro B responded 2 hours after she contacted them. Hum. Doesn’t make sense. If she didn’t have a conversation with Pro B either and did not hire Pro B - or me - obviously this person didn’t want to follow that path of filtering by requesting a phone conversation. She immediately closed the request. People do that. If it was a day or two later ok. But it was an hour later. So refunding Pro B and myself is the right thing to do. You have all the facts and times on this request process so think it through. When I get a chance to get to ATT or it shows up on my online account to confirm my message alert on the 3rd around 1:44 - I’ll get to you. But that is not the real concern here. It’s the process of the persons request and the unwillingness to recognize and offer a refund. Unless you tell me Leah hired and responded to Pro B. That simple. She wouldn’t call me but waited two hours and contacted Pro B.

Major department stores and even Amazon are more respectful and understanding of their customers refunds. Because they are their Customers and know that if they work with them, be more empathetic, they’ll come back and continue to be loyal customers. I have no confidence or desire in moving forward right now with Thumbtack.
jcp
Level 9

Re: REQUESTING A REFUND

@Meckell - I got the proof from ATT that I received a text message notification from TT on Aug 3rd at 1:43 exactly as I said I did. Within a minute of me following up a second time with Leah R who contacted me directly for a phone conversation. This message said “customer closed the request”. Though I can not prove the exact message - but I can prove that TT sent me that message to notify me. How would you like the screenshot image?
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Moderator Meckell
Moderator

Re: REQUESTING A REFUND

@jcp thanks for letting us know! I'll pass this on to our teams so they're made aware that this situation caused some confusion as the customer did hire another pro. If you can track down that message and a screenshot of the exact notification, that would be helpful. If you can't no worries, we'll still pass this feedback along. 

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jcp
Level 9

Re: REQUESTING A REFUND

@Meckell
You are missing the entire point. I’m trying to get a refund on a request that a customer obviously changed her mind about the entire Thumbtack filter process or something. This is not “feedback” it’s a effort on many levels to get a refund back. I had 18 bs leads in July. 18! 2 hires. TT profited $300 off me and I earned $85. Only because I did get two refunds. Otherwise my profit would have been about $30. I’d love to get a refund on every single one that reached out to me and then never responded. I respond in within a minute or two every time. But I know TT has their strict guidelines. But a few of these I will protest.

I’ll say it again here. Getting charged for customers that reach out just to ask “are you available” - then never respond - when our calendar directs us to them through filtering - Is the biggest form of unfair business practice I’ve ever seen. The only question a customer should click AFTER seeing our price, samples AND knowing we are available - should be “I’ve read your profile and see your price and know your are available the day of my event and I would love to hire hire you”. Otherwise, It is not filtering. Otherwise, why keep my calendar up to date or show a price? It’s simply NOT what we are paying for to be filtered. Filtered means available, price, budget, travel area ..... we are paying to be filtered.

As far as my on going request for a refund on this lead - I’ve given every detail here. And have now obtained my cell records to back it up my claim. I’ll wait a couple days and hope to hear from TT team directly.

There has to be a change in these request for refunds and the filtering process. It is NOT filtering if you allow and direct the customer to ask if we are available. That simply goes against the filtering guidelines and we Pros should not be forced to pay for those leads. We should not pay for ARE YOU AVAILABLE or WANTS A ESTIMATE. There should be no questions! Just a choice to hire.

Finally, a customer that asks for a phone conversation and then never calls but actually closes the request ? $28 And no response?! And I don’t even get their info? If TT would actually be honest with me and tell me the truth about the actual time stamp of the 1 other pro that responded, if the customer ever contacted them and if the customer hired them - I’d have my refund by now. And for the other pro B who responded in two hours and paid for it? They should get a refund as well. Because it says the customer “hired another pro” and/or “closed the request” an hour after posting. And pro B responded two hours after the initial request. I’m asking for a refund for both of us pros that responded to this person. Because it’s the right thing. So I look forward to hearing from someone from Thumbtack with answers.

Moderator Meckell
Moderator

Re: REQUESTING A REFUND

@jcp as I mentioned in one of my past posts, if you look in the messenger between you and the customer, it indicates that the customer hired a different pro. These are not situations that we offer refunds for. I understand that it's frustrating when a customer reaches out showing interest and then you don't hear back after, however, it's not something we offer refunds for.  I encourage you to read up on our refund policy to learn more on what is refundable.

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