I hired Aquatic Labz LLC through…
I hired Aquatic Labz LLC through Thumbtack to level and install my above-ground soft-sided pool. The work was completed substandard — the foundation was unlevel, the liner had wrinkles, and unremoved dirt was left behind. I paid in full and the contractor never returned to fix the issues despite my attempts to contact them. I subsequently discovered the contractor's Thumbtack account has been deactivated. I filed a claim under the Thumbtack Guarantee, which explicitly states: "If the job isn't done as agreed, you can get your money back. And if there's property damage, you're protected." The job was clearly not done as agreed — documented with photographs and text messages. Thumbtack denied my claim on the grounds that I began remediation work before independent estimates were obtained. However the contractor abandoned the job and never returned, and I have young children who needed to use the pool. I had no choice but to take action. Furthermore finding a contractor for soft-sided above-ground pool work is extremely specialized — very few contractors perform this work. Thumbtack's requirement for 2-3 independent estimates is not a realistic standard in this situation. Thumbtack is advertising a Guarantee that it does not honor in practice. Their published promise — "If the job isn't done as agreed, you can get your money back" — is misleading and not applied as advertised. I am requesting a full refund of the amount paid to Aquatic Labz LLC through the Thumbtack platform.