Hi @JustinYurong we understand reviews are very important to professionals. We like to keep the integrity of our site and that's why it's very rare that we remove reviews unless they go against our content and review policy.  We allow pros to get up to ten reviews from customers who they worked for outside of Thumbtack. If you have more than ten, the oldest ones will fall off your profile as the new ones come in. I took a look into your account and this is what I'm seeing. You have a lot of awesome reviews from people outside of Thumbtack, but we are only able to showcase ten of those on your profile.  ... View more

Hi, @bmatchick I know how important Top Pro is and I want to clarify a couple of things. Response rate is a new criteria that we haven't measured before, and I understand why there would be frustration around changing the Top Pro criteria. With that, there's no indication that response rates weren't measured correctly or in any way different than what's specified on the Top Pro website:  https://www.thumbtack.com/pro-center/top-pro/. It notes in the FAQ that we only measure response time to a new customer contact, and time to respond to subsequent messages don't count. If you don't like or want a particular job, we don't require that you send the customer a message back. Instead, you can simply pass on the job, that counts as a response. All we ask is that you take some sort of action on the customer's message because we don't want to leave them hanging. We also excluded contacts that you're refunded for, so you don't have to worry about those.  I'm sorry that you came up just short this time! I know customers will continue to see all of the awesome reviews you have, and I have no doubt you'll be able to get that Top Pro badge in January. ... View more