1) Managing travel options is impossible. Travel is calculated by radius, which means mileage is calculated on a straight line from Point A to Point B. This is totally nonesensical considering people have to drive. For example, I had a customer who was "willing to travel to Pro up to 25 miles", but when I mapped her address on my GPS she was 35-40 miles away. I had brought this up to a Thumbtack rep and he explained to me that "distance is calculated by 'Radius' and not by land travel" (actual quote from representative, he was awful by the way). He refused my refund. It doesn't make sense to include me to be within 25 miles of a customer if she has to trave BY LAND 35 miles. *SOLUTION: USE REAL LAND MILES CALCULATED BY GPS* 2) Piggy-backing off of that, the same rep said a solution to my "problem" was to ONLY include jobs within a 25 mile radius. I told him this would then limit my personal travel to 25 miles even though I'm open to travel up to 100 miles. 3) Managing customer jobs is very disorganized. I suggest also being able to view jobs in a calendar view of all potential jobs to see how many are being requested on the same day. Also, being able to filter jobs in our inbox by name, date, job, etc., like a spreadsheet style. Right now, the only way to audit our leads is to go back one by one. The current system is too simplistic. 4) In addition to #3, the 30 day max refund policy should have extensions, exceptions, or not exist at all. I recently discovered a customer has sent me a duplicate request for a different service, but for the same event. She sent me a request on April 3rd and again on May 12th. She responded to one, but not the other. Because of the difference in time, the requests don't populate in the same month making it very hard to see that it's the same customer. Again, I'm illegible for a refund. 5) Make the calendar and business hours match our leads. On several occasions - for months now - I've been matched to leads that are not within my availability. And, I've autopaid for these because my preferences are Promoted. Before, when leads are not within my preferences, I've been asked to accept or decline these leads. That is no longer. My business hours are 8am-7pm, closed on Sundays. I've autopaid for leads serveral times for Sundays or earlier than 8am. If we are given tools to manage our business, why does Thumbtack override them? Of course I requested a refund and the customer service rep was again, very difficult. I did eventually get my refund, but the fact I had to prove a point is frustrating. Thumbtack - YOUR FLAWS cost ME money. I feel like Thumbtack has trained their reps to follow the policy despite the holes in it. Furthermore, I feel like these defects seem are common sense and common decency. Thumbtack shouldn't be so reluctant to issue refeunds for these types of issues. I've accepted, as much as I don't want to, leads that don't respond, but to pay for a lead that's not within my distance? To pay for a lead who wants to work outside of my business hours? To pay twice for the same person? And then to be denied? It's ruthless and I'm getting to the point where I feel like I need to look elsewhere for a better way to promote my services. Even the dreaded Yelp demon because, honestly, what is the difference at this point. It feels like Thumbtack is on a rampage charging my credit card and not giving to thoughts about if it is even a legitimate charge.
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I have encountered a major flaw in how distance is measured. Yesterday, I recieved a lead who was "willing to travel to Pro up to 25 miles". I am located in Oakland and the lead was from San Carlos. The distance is 35-40 miles away, but I was still matched to this. I Google-mapped the zip code from my office. I declined the request because I know the customer was definitely not looking to travel almost an hour away from her home. I used the Help With A Charge, I was declined. Thumbtack found this to be a valid lead. So I thought I'd contest it by reaching out to Thumbtack via text to speak with someone. I was then told that it was based on a 25 mile RADIUS - not land.** This is literally what the rep said**. Something that Thumbtack's mileage doesn't take into account is the actual mileage DRIVEN. I am apalled and extremely upset because I don't think this is fair in the least. I may be within a 25 mile radius, but the customer has to drive 20 miles around the bay, making her trip 35-40 miles. Thumbtack NEEDS to fix this. For a couple reasons: 1) The information is misleading and therefore not creating a quality relationship between the Pro and the customer ; 2) People drive. They don't fly, they don't swim. Mileage should be based on GPS MILES!! Another thing about this mileage... We are able to filter our jobs by how far we'd like to travel, but customers are only given the option up to 25 miles? That needs to change. Customers should be able to choose between 5, 10, 15, 20 miles.
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