We charge for the initial connection with a customer based on the targeting preferences and budget you have set. Because Thumbtack is a lead generation platform, these charges cover the opportunity to connect rather than a guaranteed hire. If you believe you were charged for a lead with invalid contact information, please visit https://help.thumbtack.com/article/how-to-request-a-refund. For help optimizing your spend, call us at (866) 501-5809.
We're so sorry you didn't hear back from any pros—that’s definitely not the experience we want for you. Sometimes our top experts get booked up fast. Regarding reviews, we use the app to keep our feedback loop secure and verified. We’d love the chance to help you find an available professional for your project soon!
We're sorry to hear about the damage to your home and the stress this has caused. While the Thumbtack Guarantee has specific eligibility terms, please follow up directly with our Trust & Safety team if you have any new documentation or questions.
We're sorry to hear you feel this way. We are a lead-matching platform that works best when fine-tuned for your small business. To protect your budget, we recommend narrowing your Targeting Preferences and setting a Max Lead Price. Our team is happy to help at 866-501-5809 to audit your settings and improve your ROI!
We appreciate you sharing your long-standing experience with our platform and your concerns. We are truly sorry to hear about the recent decline in lead quality and the challenges you've faced with support. Your feedback is invaluable as we work to restore your confidence in our services.
I used thumbtack back around 2016 and even earned a best of badge. I had logged back in recently as customer and decided to go over to the professional side to see about picking up some moonlighting and weekend work (having my first child and all). I was required to update payment information to access that side of the site, so I did.
Unbeknownst to me, they have a direct lead system now that will charge you automatically. As I was reading my profile, my phone started blowing up with Credit Card notifications of charges and I immediately contacted customer service which took a few minutes to connect. The customer service agent was able to turn off my services (you can't just set a budget to zero, thank goodness I got it down to $50 before hundreds were charged).
I explained I just wanted to look at what they now call opportunities(?). So began my round and round with their support, trying to get these leads removed. The leads themselves were all from well over 100 miles away and support told me that because I had remote turned on for "computer tutoring", I would receive leads from across the country. They're poilicy clearly states that leads outside the service area would be refunded but they denied my refunds and are "confirmed valid". As if a repair in Massachusettes, I'm in California, is a remote tutoring service - their Support and Thumbtack Trust and Safety seem to be nothing but AI driven slop programmed to restate policies that you actually fall under as reasons for their charges.
TLDR: DO NOT ENTER PAYMENT INFORMATION - YOU WILL BE CHARGED.
Ultimately, support CHAT removed my card (thank you), deactivated my services (thank you), but when it came to getting the refund (of which you can only one mark one box for the reason), you're faced with a brickwall of incongruity. 3 Computer repairs and 1 Network Services lead charged and reversed later, I can only emphasize to NOT expect refunds for Spam leads, erroneous leads, or apparently any kind of lead and that their system is behind a paywall if you go inactive.
I think this is to cover up the fact they aren't getting used as with 3 million people in my "area" only 2 opportunites had been submitted in the last week for computer repair work. Maybe it's more for handyman stuff now?
If you do choose to use Thumbtack, be very careful with your settings and expect to spend hours writing refund requests...
Do not use this app; it is a rip-off—a massive scam. They took $600 from me. I deposited $150 in credit, yet they didn't send me a single job. Instead, they just kept charging my credit card without my authorization. They sent me fake leads and "ghost jobs"—requests from people who wouldn't even answer. These people are crooks who are only interested in taking your money and enriching themselves. Do not use this app; they are thieves, and it is a huge scam. In less than two weeks, they didn't provide a single job, yet they stole $600 from me. Do not use this app; it is a thieving, predatory service of the lowest caliber. This app should be shut down, as it does nothing but prey on businesses.
Thumbtack 回复2026-05-15
We are truly sorry to hear about your frustrating experience and appreciate you bringing these serious concerns to our attention. We want the platform to be a tool for growth, not a financial drain. To stop all automated charges immediately, we recommend toggling off Direct Book and narrowing your Targeting Preferences to high-intent jobs. Please call our team at 866-501-5809 so we can audit your lead history and investigate further.
I had an experience where a serviceperson pulled my fridge out to do work so far that they dislodged the water line and caused damage to cabinets. I provided Thumbtack photo evidence- FROM THE INSURANCE COMPANY- of pre-work conditions including moisture readings showing no damage, then photos of the after as well as an appliance company repair invoice noting that the water line was not faulty but had been dislodged.
Thumbtack sided with the vendor doing the work who provided no evidence beyond (I didn't do this), which is ridiculous- they were the only party to move the fridge. When I asked Thumbtack what more evidence they would want, they noted direct evidence that the vendor caused the leak- like a video.
Unreal bias on this. I get they have to be fair and don't want false claims against vendors, but this is so biased and the fact one party just has to say "wasn't me" and another has multiple pieces of evidence from a third party and is only looking to recover additional repairs is rididulous.
Avoid them or you incur all risk.
Thumbtack 回复2026-05-15
We understand you’ve already reached out to our Trust & Safety team regarding this claim. We are truly sorry for the damage to your home and the frustration this process has caused. For any further assistance or additional questions, please continue to follow up with them directly at 866-501-5809. We want to ensure your case is handled with the care and priority it deserves.
The lead prices are absolutely insane. They often do not match what you are specifically looking for and even if you list that in your profile, they do not seem to care. Often when I apply for mismatched lead refunds, they deny me. I do make some money off Thumbtack and I’m trying to build my business so I have agreed to continue to do it so long as I’m not losing money but I feel very poorly treated. They are money hungry and they treat small businesses like shit. They consider “ large “ projects in a completely ridiculous way , for example I’m a muralist and they say anything over 100 ft.² is a large project and charge you anywhere from $35-$45 for that lead. Why it varies in price for anything that’s listed as a large lead I do not know, I think it is directly related to how much money they want to make that week and what they think they can get away with. it’s unethical how they charge people. 100 ft.² for a mural is very basic small size - that’s basically a mural for a residential nursery. They really need to update the job sizes relevant to actual real life work.
Thumbtack 回复2026-05-15
We appreciate you sharing your candid feedback regarding lead pricing, lead matching, and the refund process. We are actively reviewing our lead-generation and pricing models to better align with the diverse needs of small businesses and ensure fair pricing. Your insights are invaluable as we work to improve our services.
We appreciate you sharing your concerns regarding lead quality and the challenges you've faced. We are actively reviewing our lead verification processes and the system for assigning professionals to jobs. Your feedback is invaluable as we work to improve the platform for all professionals.
Thumbtack Pro is honestly one of the most frustrating platforms I’ve ever used. They charge you upfront for leads—whether the job works out or not—and those lead prices are not cheap. The problem is, a lot of these leads don’t turn into actual jobs, and when they don’t, Thumbtack still keeps your money.
Even when you have a legitimate reason—like the client’s needs not matching your availability—they make it extremely difficult (or outright refuse) to issue refunds. It feels like all the risk is on the professional, while they get paid no matter what.
A fair system would be performance-based—getting paid when the job is completed, not just for sending a name and a message. Until that changes, it’s hard to recommend this platform to anyone trying to grow their business.
Thumbtack 回复2026-05-15
We appreciate you sharing your candid feedback regarding our lead system and refund process. We recognize your frustration with leads not always converting and the associated costs. We are continually evaluating our platform to better support professionals and will certainly consider your suggestions for a performance-based model. Your insights are valuable as we work to improve.
Heed my warning. This experience felt misleading and financially exploitative. I hemorrhaged money to maintain leads/inquiries. If a contractor requests a refund for a lead that is clearly not qualified as a lead, they simply redirect by saying, “If you don’t like the prices, you can lower the prices in your services section.” Yes. You can. But when you do that, you get way less exposure and leads (sometimes zero). When you increase the amount per lead, you get mega number of leads but 90% are price shopping and GHOST the contractor. The clients reach out to multiple contractors at once (and each contractor is forced to pay for that lead).
My most recent lead was $60, but the lead literally stated, “Not interested, not in our budget.” That’s not even a lead, they weren’t interested. So I inquired about a refund but instead got denied and told “lower your prices if price is a concern.” Respectfully sir… mam… this was never a lead to begin with as they weren’t even interested! That was the final straw.
I assure you there are many many many more unfortunate examples. “Support” is NOT supportive and their entire platform is misleading. Unless you want to bleed money for.. vibes… I do not recommend this platform.
Thumbtack 回复2026-05-15
We appreciate you sharing your detailed feedback regarding your experience with our platform. We understand your frustration with the lead qualification process and the financial impact it has had. We are actively reviewing your concerns about lead quality and our refund policy to ensure a more equitable experience for our contractors. Your insights are invaluable as we work to improve our services.
I am very disappointed in Thumbtack Pro. While I understand there is a fee for connecting services with customers, they take money EVERY TIME someone emails you. These potential customers often email 4-5 others at a time, so the reality of you getting your $$ back is slim. If you are providing a cleaning job, you cannot even limit the size of the house, so someone with a 5-bedroom house can message you, and you pay a minimum of $80 the "lead", which they say is less competitive! The current fee system feels unfair and discourages honest service providers from continuing to provide services.
As I was setting it up, leads were coming in before I even understood how to use it. I was seeing charges fly in! It was odd that in the first moments of setting it up, I had 5 leads, but then there was radio silence the following day.
If you're starting and facing financial strain, it can be very stressful to see your bank account deplete with every job request, especially when you respond promptly but still don't hear back. I am exhausted by large companies taking advantage of hardworking individuals. There needs to be some middle ground! The current fee model, in which you are charged every time someone emails you, can lead to significant financial loss, making it difficult for providers to sustain their businesses or profit from their efforts.
It is a shame, as I did find it easy to set up, and liked the platform. Much easier than Task Rabbit, which I am still figuring out.
Thumbtack 回复2026-05-15
We appreciate you sharing your detailed feedback regarding our platform's fee structure and lead generation process. We recognize your concerns about the financial impact of lead charges, especially when starting out. We are continuously evaluating our model to better support service providers and will consider your valuable insights as we strive for improvements.
We're sorry to hear about your experience. If you hired this contractor through Thumbtack, please contact our Trust & Safety team immediately at 800-343-1710 so we can investigate this professional and help you navigate your options for a resolution.
I would give this 0 stars. It is a terrible app. Will charge you without consent for “direct leads” and refuse a refund. Even when it’s not something you do, in another state, or so old that the customer has already long found a contractor. 100 dollars for a lead that is no longer available at all. DO NOT USE. TERRIBLE PROGRAM. Will rip you off.
Pay a lot of money for an unqualified or illigitimate lead. Clients will give a generic response, to which you have to pay money for. Then you respond to the message and nothing. Customer service is slow and rigid and will not give refunds even though it's an obvious scam. They really need to reevaluate their model. It is scammy and they give preference to those that will pay more per lead, even when you don't get good qualified leads. DO NOT USE THEM.
Unbelievable nightmare. 1st hire Tyler Smith, to upgrade master bathroom, he lied, didn't disclose (so lied by omission as well as commission) bathroom ended up costing over $25,000. Doesn't even have a tub. Failed to disclose things such as upcharging, that he and his 2 "christian" colleagues were charging me $100/hour/each. That's $300/ hour. I'm a disabled veteran and on a fixed income. He actually continued to refuse to not only provide receipts but even the stores he was buying things for my bathroom and master bedroom flooring. For example he charged me $1500.00 for bedroom flooring. I finally found it myself, it was $754.00 so he upcharged 100%. When he and his colleagues were drilling in my bathroom I became very ill, I developed a long never ending dry cough. My girl, my diva died and Tyler Smith killed her and almost put me in the hospital. He didn't think to turn off ac or tell us to leave or in any way protect me and my beloved dogs. I was nothing but kind and very foolishly trusting. He ripped me off by about $10,000 easily. I would never recommend him, except to enemies. Thumbtack will take no responsibility and has made it clear that they DO NOT VET ANYONE ON THUMBTACKS SITE. My 2nd experience, terrible. Handyman Ted assembled 1 small piece of furniture for $120. His girlfriend was committing some bizarre sex acts on her phone in my driveway while he was taking forever to put this 1 piece together. He then said he would take my ergonomic rocker recliner home to put together. We'll he's stolen it and refuses to return it. It's been 2 weeks dealing with him and then THUMBTACK. THUMBTACK REFUSES TO TAKE ANY RESPONSIBILITY. Because, again they state that they aren't responsible for anyone on their site.
I joined Thumbtack in 2020 as a life coach, and in the beginning it was a great platform. About 60 percent of my leads came from Thumbtack, and they were high quality and well aligned with my services.
Over the past few years, however, the cost per lead has increased significantly while the quality of leads has declined. What has been most frustrating is the change in how lead preferences and refunds are handled. In the past, I was able to receive refunds for leads that fell outside of my scope, and Thumbtack honored agreements we had in place.
For example, I do not offer interview preparation or resume reviews. I clearly communicated this to Thumbtack, and previously, if I received leads for those services, they would be refunded. Recently, however, support has stated that they can only rely on the limited preference options within their system, claim they cannot filter out these leads, and refuse to issue refunds, despite prior assurances.
At this point, it has become difficult to rely on Thumbtack for consistent, high quality leads. Based on my experience, I would advise others to be cautious and closely evaluate whether the platform still makes sense for their business.
Angi
Taskrabbit US
Angi Leads
Networx
Bark
HomeAdvisor
American Home Shield
Handy