I understand that there’s a level of transparency needed to make TT out to be legitimate. But how can you build trust with your current customers/members if you change the titles of their topics and move/hide their postings?? It’s basically the same thing has deleting a bad customer review in my opinion. I have seen moderators do this constantly in order to clean up the content and make TT appear to be more appealing and make it out to have less overall complaints or concerns. This is NOT how a public message board should be run. It’s Absolutely dishonest and gives false representation. post merged to existing conversation by moderator on 3/35/2020
... View more
So I've had an overall good experience with Thumbtack since I joined. The top Pro status is a bit out of reach for other reasons that TT doesn't bring into consideration. But regardless, in my area, my business has been at the top of the list in all the categories that are targeted with the highest review rating for quite some time...
There have been some minor changes and some drastic changes to the TT platform along the way. After adapting to the changes, I get adjusted and things seem to work out for the better... The problem I am having now is getting charged for leads that simply don't reply, or for leads that I decline right away.
This has gotten worse and worse over the past few months. Especially with this pandemic going on right now, the quality of the leads has taken a drastic downturn. This is not TT's fault, but naturally, when people arent making money, they tend to go about things in a more frugal manner. On top of having to deal with customer's that are now negotiating more than ever, the number of leads for my particular work field has risen drastically because pretty much everyone is at home these days and they are unable to attend their local gyms. So this is where we come in..
To make a long story short, Ive been forced to decline quite a few jobs. These jobs were not necessarily close to me, and for one reason or another, I'm just too busy to make some of them worthwhile, when I know I have more than enough work right now. What shocked me the most is that I just checked my bank statement for the past month(actually 26 days) and I noticed that I was charged $269 from TT for leads! Mind you, I was in contact with some of the customers, but most of them I declined right away, so another pro could pick up the lead, or the customer never responded at all. What makes matters worse is that im still spending my maximum budget, yet I only ended up booking a total of 4 appointments from these TT leads for the month. YES ONLY 4!! At $67 per appointment booked, I'm better off not working, as my jobs pay about 150 bucks on average, without expenses factored in. The cost of the leads has gone up quite a bit over the past year or so, and now it's really starting to reflect. I simply can't make sense of using the site anymore, if this is how I'm going to be charged. I hate to say it, but it doesn't make business sense pro a Pro's standpoint..
Getting charged for leads when you decline them immediately is absolutely ridiculous. Especially when TT is charging the pros that are actually submitting bids to these customers anyway. Another thing that bothers me with the fact I get charged automatically because the business is "Promoted", yet other pros are getting in bidding wars with me for these jobs. If the customer submits a request over the weekend, I get charged for being promoted, but sometimes am not even able to respond unit monday comes around. TT can't expect every pro to work around the clock 7 days a week to keep up with these requests, just to make sure that we arent paying for nothing for leads submitted during non-business hours.
Is the Top Pro status also is calculated based on a 24 hour timeframe for responding as well?
title edited by moderator on 03/25/2020 for clarity
... View more
I figured that there’s some that might see it as you do. That’s completeky understandable. A lot of people view it as, “well it’s just fitness equipment. How hard could it possibly be to move?!” But the reality is that there are very few pieces of fitness equipment out there that actually Do Not require disassembling or breaking down in some way or another to be able to get them through a door way. Not to mention that more and more of the newer machines that come out have electronics attached to them, along with hidden wires, sensors, etc... and another important factor is the weight of some of these machines can often be too much for even three or four strong guys to handle. Being able to know the easiest and most efficient way to properly disassemble/reassemble some of these machines is the difference in whether something gets broken, or doesn’t work properly, or worst case, ends up injuring someone. Aside from a car, A fitness machine can probably be one of the heaviest items there are to move, along with a grand piano and a gun safe. With all due respect, I think my analogy was pretty close to spot on.
... View more
I noticed a new service on TT listed as "fitness equipment movers". This was caught my eye because I know that I have not ever seen this service under the list when setting up the business profile. As this is one of the main services that my company offers, I quickly logged in to my Pro account to set up this supposed new service...
Low and behold, this "Fitness Equipment Movers" service, that I just saw with my own eyes, is not listed as a service to add under the services setup page. I tried other alternative variations for this service and still returned no results... Hmmm
... So I logged out and did a Google search for this service, followed by 'thumbtack' attached, and there it was again. So i proceeded to go through a few prompts to see which pros were actually getting these leads sent to them for this service and come to find out that furniture moving companies are getting all these leads...
Mind you, some of the moving companies out there know how to turn a wrench and handle fitness equipment, but I can assure you that the majority of them don't. We get dozens of calls every single month from customers that literally Just had their fitness machine moved by a moving company, that ended up breaking it in some way or another. Not trying to bash on all the moving companies out there, but these are my experiences. This new service should defnitely be re-categorized to prevent further mishaps - just saying.
... View more
I couldn’t agree with these comments anymore! I have strived hard to become top pro for the past year. It’s obvious who the Top Pro is in the listed categories that we serve in my geographic area. The person labeled as the top pro doesn’t even have over a 4.7 rating. What’s up with that?! I Never received a single bad review in the past year. The only customers that ever left a 3 or 4 star review, didn’t even bother to comment on WHY they weren’t 100% satisfied. How is it possible to use this to improve on? On a second note, missing the top pro from literally one 4 star review(not being 5) is quite frustrating, especially considering that Thumbtack wouldn’t remove a review left on accident by a customer who was able to leave two verified reviews for the same job.(one 3 star BEFORE the job completed and a 5 star AFTER the job was done). The customer admitted they were just trying to send a message but were prompted to leave a review instead. This was not under my control, but I still get the short end of the stick. Another customer said they would have given 5 star review instead of 4, but the message asking the customer for the review was sent by Thumbtack like 15 times to the customers. They felt pressured and left 4 star instead. Once again, an issue completely out of my control... its true that when you get enough customer reviews, things like this can(and will) happen. But it seems that the dedicated “Real” Top Pro’s are the only ones that take the hit for these types of instances... just saying. a sliding scale makes FAR more sense IMO. Or at least allow the reviews that are sub 5 stars get corrected, if it’s clearly for a technical error or something out of the pro’s control.
... View more