I am having the same difficulty. I have tried directly messaging someone from TT that I saw on these message boards and emailing a refund request, all to no avail. I was charged $75 for a lead that responded the project was dead. They will not refund my money and say "If a customer cancels their job, that's not something we usually refund for and that's what happened in this situation. Plus, it sounds that [the customer] will plan on coming to you in the future for a job." All the customer said was that he would keep my information, which as Pros, we all know is pretty meaningless. It is just so disappointing. Also, when did the policy change that TT will not refund canceled projects? I struggle to understand the justification of paying for a dead lead. I have 3 screenshots of email communications with TT from when a customer said they were no longer doing their project, and TT got back to me right away, and refunded my money. Back in 2016, after I requested a refund on a canceled project, the TT rep replied with this, " I agree - you should get a refund if the customer changed their mind. And, that's one of the reasons we issue refunds ." Of course, that was in 2016 when TT was much different. Besides that, (in Maine at least) we barely have any leads coming in these days. I have another "lead" I was charged $49 for after they replied nearly a month later, to say they are too busy right now. I want to ask for a refund on this, but I know it probably won't get me anywhere. Until last month, it had been over a year since I requested a refund. I have only asked when it has been justified, not to take advantage of the system. TT used to be a great service. I hope they are listening to our concerns and make some changes because this just isn't fair to their loyal Pros.
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We are being charged so much more now per lead for even the slightest of replies that go no where. I recently was charge $75 for a lead that told me the project was "dead." Thumbtack Support says they will not refund me because it gave me the opprtunity to get my contact information to them. It seems really bogus to me and not the way Thumbtack used to operate. After being with them for almost 6 years, it is super disappointing. I miss the oppurtunity to win a job and to send more customized quotes. Really would like to see some changes made to the service.
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