Wendy B.

We have been doing business with Thumbtack for over a year. We are a 5 star company with over 170 customer reviews. Thumbtack had sent me a email requesting that we do a back round check. I do not check my emails on a daily basis because I do work in the field but had no problem submitting a back round check. I did not find out that they were wanting a back round check until I went into my Thumbtack account and they had deactivated my account. I called Thumbtack to ask them why and they said that we were randomly selected to do a back round check. Now mind you we have been doing business for over a year with them and had not had to submit back round check. So they explained that they had sent me a email and I had not responded so I went in while on the phone and submitted the back round form. They told me that it would stay deactivated until they received it back. Just days before this they took over $300 for leads that I can not get to. We also received a text from them saying that someone wanted to hire us but when we went in to except the booking request it wouldn't allow us because of the account being deactivated. I called Thumbtack the next day to ask about refund of my money for the leads and to see if there was anyway that they could expedite my back round check. At this time I was told that they had received mine but that they now needed my husbands ok no problem went in while on the phone and submitted it. The lady told me that she would call me back to see if they could turn account on since back rounds were submitted and about refund. I gave the lady 24 hrs to contact me back and of course with no return call I had to call them. I speak to a man named Brian he tells me that yes they have back round but that it could take up to 7-14 days for the back round to come back and that it is there policy to keep it deactivated until they come back. I asked for a refund of my money they can plainly see by going into my account that people are trying to hire me. I was told that I had to wait for back round to come back and then we could possibly talk about refund. Point being is I am a 5 star company who has been doing business with them for over a year with no back round check. I have submitted the forms (we don't have a back round) they have took my money but don't want to turn my account back on.