Thumbtack: Home Service Pros

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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TOP INSIGHTS

A weekly roundup of Thumbtack: Home Service Pros's key feedback

High Lead Costs

Many professionals express frustration over the high costs associated with leads, which often do not convert into actual jobs. Approximately 15% of users mention feeling exploited by the system, as they are charged for each interaction regardless of outcome. "I wasted $100 and never got a single job; it's an absolute waste of time and money."

I wasted $100 and never got a single job; it's an absolute waste of time and money.

Poor Customer Support

Users frequently report dissatisfaction with Thumbtack's customer support, citing difficulties in reaching live representatives and receiving unhelpful responses. Around 10% of users mention this issue, feeling abandoned when problems arise. "Awful customer service system—could never reach a live person for help."

Awful customer service system—could never reach a live person for help.

Fake Leads and Scams

There are numerous complaints about fake leads and scams, with users feeling that Thumbtack does not adequately vet professionals or protect users from fraudulent activities. Approximately 12% of users express concerns about the legitimacy of leads and reviews. "Got scammed using this app; they don't require anyone to be licensed."

Got scammed using this app; they don't require anyone to be licensed.

App Usability Issues

Several users experience technical difficulties with the app, such as account setup issues, message delivery failures, and forced app installations. About 8% of users report these usability problems, which hinder their ability to effectively use the platform. "App won't allow messages from contractors to be viewed; keeps wanting to reinstall."

App won't allow messages from contractors to be viewed; keeps wanting to reinstall.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Thumbtack: Home Service Pros

Thumbtack receives mixed feedback. Users appreciate the app's ease of use, professional service, and quick responses, but some criticize its pricing model, which charges professionals for leads, and technical issues that hinder communication.

#2 RUNNER UP

TaskRabbit

TaskRabbit faces significant criticism for its app functionality and customer service. Users report issues with account management, payment problems, and a lack of support for taskers, leading to frustration and dissatisfaction.

#3 Straggler

Angi

Angi is criticized for poor customer service, unreliable contractors, and aggressive marketing tactics. Users report issues with no-shows, unwanted calls, and difficulty in canceling services, leading to a negative experience.

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Nuggets

Major Highlights of the Week

Lead Charges

Professionals are charged high fees for leads, even if they don't secure the job, leading to financial strain and dissatisfaction. This pricing model is perceived as exploitative, discouraging pros from using the platform.

I was charged $80 just for a customer to ask a question, and they never responded.

Account Setup Issues

Users face significant challenges in setting up accounts, with some experiencing long review times or being unable to complete the process. This creates frustration and deters potential users from engaging with the platform.

I redownloaded the app, signed in, and now I'm under review for 2-3 days.

Quality Control Lapses

There are concerns about the lack of vetting for service providers, leading to poor service quality and unresolved issues. Customers feel unsupported when problems arise, damaging trust in the platform.

I hired a pro to coat my garage, but the paint started peeling in three weeks, and Thumbtack offered no help.

Fake Reviews

The presence of fake positive reviews undermines the credibility of the platform, as users encounter subpar services that were highly rated. This discrepancy erodes user trust and satisfaction.

I hired movers with 5-star reviews, but they were incompetent and damaged my appliances.

Refund Policy

The lack of a clear and fair refund policy for unsatisfactory leads or services leaves users feeling cheated. This policy gap contributes to negative perceptions of the platform's customer support.

I requested a refund for a lead that went nowhere, but Thumbtack refused to issue one.

Communication Barriers

Users experience difficulties in communicating with service providers due to app glitches and forced app installations. This hinders the user experience and can lead to missed opportunities.

I can't reply to contractors because the app forces me to download it, which I don't want to do.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Lead Charges

Account Setup Issues

Quality Control Lapses

Fake Reviews

The presence of fake positive reviews undermines the credibility of the platform, as users encounter subpar services that were highly rated. This discrepancy erodes user trust and satisfaction.

Refund Policy

The lack of a clear and fair refund policy for unsatisfactory leads or services leaves users feeling cheated. This policy gap contributes to negative perceptions of the platform's customer support.

Communication Barriers

Users experience difficulties in communicating with service providers due to app glitches and forced app installations. This hinders the user experience and can lead to missed opportunities.

Quotes of the week

Hear from some of the most impactful users to drive changes

Thumbtack is nothing but a money trap for small business owners and people looking for honest work. They charge 'pros' outrageous fees just to respond to leads, even when those so-called pros can’t even handle the jobs. Instead of supporting hardworking professionals, Thumbtack is set up to constantly drain money from the people who are in need of work the most.

John A797

I have found more bad than good here. The slackers, the lazy, the opportunistic, and while Thumbtack claims to be neutral I have not experienced that in my complaints about the people that I have hired through them. You will have no recourse or support if the work done is of poor quality and more likely than not it will be.

gigi-19

I signed up for the Thumbtack app, hoping to find new clients, but my experience was frustrating. Within minutes, I received a remote support request for a physical repair job over 7 hours away, which is impossible to fulfill. I was bombarded with notifications throughout the night, disrupting my rest. Many leads had already contacted other professionals, making them useless.

A Google user

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User Experience Report

Report Date

Thumbtack: Home Service Pros

Top Insights This Week

High Lead Costs

Poor Customer Support

Fake Leads and Scams

App Usability Issues

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts