Thumbtack is continuing to promote and provide leads to a contractor whose conduct has caused substantial financial harm and raised serious concerns regarding competency, compliance, professionalism, and consumer protection.
This is not an isolated misunderstanding or simple workmanship dispute. There is a broader pattern of bad-faith conduct, and we are deeply concerned that other homeowners could experience similar financial losses and potentially unsafe or noncompliant work if this contractor continues operating on the platform without stronger intervention. At this point, we are extremely concerned that obvious consumer safety and compliance concerns have not resulted in stronger intervention. We provided substantial documentation regarding the contractor’s conduct, including aggressive behavior, defective and incomplete work, contract deficiencies identified by counsel, payment issues, and ongoing patterns of behavior that demonstrate bad faith.
What is especially troubling to us is that these concerns appear to be ongoing and documented, yet the contractor continues being allowed to operate through the platform and obtain new customers. From our perspective, continuing to facilitate and promote this contractor despite repeated warning signs creates serious risk not only for homeowners, workers, but potentially for the platform itself.
Thumbtack 回复2026-06-11
It is incredibly concerning to hear about your experience, and this is certainly not the standard of safety or professionalism expected on our platform.
Protecting our customers is our top priority. We take reports regarding bad-faith conduct and incomplete home improvement work with the utmost seriousness. Please submit a report to our trust and safety team here:https://help.thumbtack.com/report-a-concern
Our team will thoroughly investigate the documentation provided to ensure all pros on our platform adhere strictly to our quality and consumer safety guidelines.
Despite receiving a Lowe’s toilet installation confirmation date & time several days ago it was canceled only 45 minutes before the arrival window because an installer could not be found. Another “appointment” was rebooked in 5 more days, contingent upon Thumbtack being able to find an installer, so there’s no certainty installation will occur with the date/time provided. Wasted my day rushing home for this fake ‘appointment’.
Thumbtack 回复2026-06-11
We are disappointed to hear about your experience with our Lowe's partnership on this toilet installation. We'd love to make this right!
If you haven't yet, please contact Support at (866) 501-5809 so we can help get this project moving along!
Baker The Handyman:: Very good work and reliable contractor to do cabinet work in my kitchen.
Showed up on time for the appointment and kept in contact with me.
Started working immediately after arriving and knew exactly what was needed for my repairs.
Very nice person, clean, and left my house clean and orderly when working.
The price charged was more than reasonable and he was very efficient.
If I need this type of work done again, I will certainly give a call. Very pleased.
Thumbtack 回复2026-05-15
We appreciate you sharing your experience with us. It’s great to hear that your pro provided such reliable, efficient cabinet service while keeping your home tidy. We love knowing your project was a success and that you've found a professional you can count on for future kitchen repairs.
Cut Close Lawn Care?Richmond, Va
Clarence Bassett
He and his team are incredible. My yard was a true nightmare and they cleaned it out. He WILL be returning to my place to do additional work very soon!
Thumbtack 回复2026-05-15
We appreciate you sharing how your yard was transformed. Knowing you found a pro who could tackle such a nightmare project is exactly what we like to hear. We're looking forward to being your go-to for those upcoming projects!
The handyman Aiden put up 2 window blinds. He did a very good job.
Thumbtack 回复2026-05-15
We appreciate you sharing how Aiden took care of those window blinds for you. It is wonderful to hear he did such a great job getting your home project squared away.
+3
We understand the significant impact unexpected charges can have on your family and business. On Thumbtack, charges occur when a customer reaches out because your profile matches the specific targeting preferences and budget currently set in your account. We want to help you review these settings and ensure your account is optimized to meet your goals. Please reach out to our support team at (866) 501-5809 so we can look into these charges with you and discuss your billing details directly.
We understand your frustration regarding lead charges and want to clarify how our billing works. Thumbtack charges for the initial connection with a customer when their request matches the specific targeting and budget preferences you've set. Since these matches are based on your chosen criteria, they are treated as direct opportunities. We recommend reviewing your targeting settings to ensure you're only receiving the jobs you're seeking.
We are genuinely sorry to hear about the stressful experience you had with your moving project. While we understand the frustration when a professional does not meet expectations, our Trust and Safety team is dedicated to supporting both parties through our formal mediation process. While we do offer a limited guarantee, it requires specific documentation like a clear scope of work and unfortunately does not cover property damaged while in transit.
We understand that paying for leads that don’t turn into jobs is a significant concern, and we truly value the investment you’ve made in our platform. While Thumbtack connects you with interested customers, we charge for the initial connection rather than the final hire. Because customers ultimately choose who to hire, we cannot guarantee a response for every lead. We do offer refunds for specific instances like invalid contact info or duplicate requests, and you can review what qualifies here: https://help.thumbtack.com/article/refund-policy#what-qualifies-for-a-refund. If you'd like us to take another look at your specific lead history or account settings, please reach out to us at (866) 501-5809.
Thank you for sharing this feedback. Customers manually select the pros they want to message, with a limit of five per project to keep the platform fair for all parties. Because the decision to hire is ultimately with the customer, we can't guarantee a hire; each lead is a direct connection. We value transparency and want to ensure your investment is working for you. Please call (866) 501-5809 so we can help optimize your profile settings to improve your ROI.
We understand how disappointing this scheduling experience has been. This is certainly not the high standard of service we aim to provide Thumbtack customers. We appreciate you sharing these detailed insights, as your feedback is essential in helping us improve our communication and coordination with our partners.
We understand that lead costs are a significant factor for your business, and we're always reevaluating our pricing to ensure it aligns with current market rates. We would love to help you tweak your targeting preferences to strengthen your ROI and ensure you're finding the right jobs. Please reach out to us at (866) 501-5809 so we can optimize your settings together.
Thank you for sharing this experience. We take your privacy seriously and want to reassure you that you are in control of who you connect with; your project request is only shared with the pros you specifically select. If you're open to it, we'd be happy to help you navigate the app to ensure you only connect with the pros you choose moving forward. Please reach out to us at (866) 501-5809 so we can look into what happened and help resolve this.
Every dollar counts for small businesses, and we want to ensure your investment pays off. Fees are for the initial connection based on your targeting settings, not the final hire. To help improve your ROI, call (866) 501-5809, and we would be happy to help you tweak your targeting preferences.
It sounds like we haven't met the mark when it comes to the level of support you deserve. We're truly sorry for the long wait times and the frustration you've experienced while trying to get answers about your refund. For quicker response, please visit our Help Center at https://help.thumbtack.com/contact-thumbtack or request a refund using the following link: https://help.thumbtack.com/article/how-to-request-a-refund
We understand that paying for leads that don't turn into jobs is a significant concern for any business owner, and we truly value the investment you’ve made in our platform. Thumbtack charges for the initial connection rather than the final hire, but we want to ensure you are seeing a real return on your spend. Often, making small tweaks to your targeting preferences can improve results by narrowing down the specific types of jobs you are willing to pay for. If you believe you were charged for a lead with invalid contact information, you can request a review for refund eligibility here: https://help.thumbtack.com/article/how-to-request-a-refund. Our support team would love to walk through your settings with you to optimize your experience, so please reach out to us at (866) 501-5809.
我觉得这已经不是以前那个老派 Thumbtack 了。我在线索上花的钱比利润回报还多。换句话说，我亏本了。他们要求做全面背景调查，但客户却没有经过审核。虽然给顾客一种「信任感」说得过去，但另一边付钱买线索的是「PRO」（专业人士）。而且他们根本不在乎 PRO。我敢保证我们只是他们眼中的一个数字。我来自高级 IT 运营领导岗位，我可以告诉你，现在他们不再提供以前那种精选线索，而是向我们这些给他们带来业务的 PRO 收取那些毫无意义的自动池线索的费用。基本上就是赌博。根据我的经验，成功率只有20%。不值得。
Thumbtack 回复2026-05-15
Thank you for sharing your detailed feedback. We understand your concerns regarding lead quality and the return on investment. We are actively working to improve our lead generation process and ensure a more beneficial experience for our professionals. Your insights are valuable as we strive to enhance our platform.
Angi
Taskrabbit US
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Networx
Bark
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Handy