I've tried talking to customer service and I've tried talking to my so called Pro Success Specialist and no one can explain why some targeted leads are refunded while others are not.
My profile still has an old address in the URL from 4 years ago and I've updated it several times. The system keeps asking me for my rates but when I go to enter them, I'm taken to a page that has nothing to do with the services I offer. I used to like Thumbtack until they started trying to automate everything so they pretty much automatically take your money with no hope of actually getting the lead. the person is asking for something other than they select. I just want my money back for unresponsive leads and I'm getting nowhere with support.
My next step is charging back the cost with my bank since I can't get any answers and I'm paying for non-responsive leads.
Apparently, you can't say anything negative about Thumbtack and had my post moderated because of it. I'll just see my way out. Thank you for an amazing customer experience, Thumbtack.
@toucodirect you'll find plenty of feedback and constructive criticism in the Community. However, posts need to be within the Community Guidelines. These guidelines are in place to help keep conversations working towards solutions. If a post violates these guidelines then it will be up for editing or removal. When this happens we also do our best to notify the pro and explain which guidelines were broken. You should have received a direct message about the removal and if you have continued questions about it please continue to respond there.
Keep in mind that to receive a refund, you need to contact us within 30 days. All refunds will be returned to your Thumbtack balance within 2-3 business days. You can request a refund and stay updated on the status of a refund through your Payments page.
In instances where a customer reaches out to you and you later find out the details of the project are different than they stated at first, be sure to let us know. Those are normally cases where a refund is warranted.
As for customers that don't get back to you, those are not leads that are refundable. We understand that it's frustrating when you hear from customers initially and they then end up ghosting you. Be sure to check out this article here with some tips on what to do in those situations.
Thank you for another canned response without actually looking at my account to see what I'm discussing. I appreciate it.
@toucodirect apologies if my response seemed canned. Of course, if you have any specific questions about a certain lead/refund I’d be happy to take a look at that with you. Just send me a direct message and include the customers name on the lead and what questions you have about it.
In regards to the other issue that you mentioned, were you able to speak with our teams about this as well? If not, can you tell me the other service that shows up which you don’t offer?