The urgent support line number is currently displayed at the bottom of your dashboard although I think it may have lived elsewhere not too long ago
I’m so sorry that you had this most irrsponsible and disrespectful experience.
Your review is a great example of factual, clear and objective. I - and many others , I’m sure - appreciate your inegrity and responsibility in writing it.
May your future sits be less “toothesome” …or more so depending on how you take the word !
Looks like the HO profile is already removed.
It should not be so utterly impossible to reach out to THS and get help. It’s really not okay! Can THS give us one good reason why they can’t help us, support us and provide customer service? WE make you look good, THS; please show us the RESPECT and VALUE we deserve.
Therese, THS has got to be more available to sitters and owners. It’s so deeply wrong that no one can reach you when they really need to, and that you use a bot to answer pertinent questions. The company promotes communication and connection among owners and sitters, yet you as a company don’t provide any. Please do better.
Wow so sorry. Have you left the sit? Is your husband ok? Did THS finally respond?
It’s ridiculous for THS to make it so difficult to talk/communicate with a live person. To learn how on a forum is great, but when members need help, especially with an urgent matter like this one, help should be readily available.
We left the sit on the 10th August. My husband is fine thanks. THS are now dealing with our complaint. It helped to come on here to get the ball rolling and I have spoken to them and now have a point of contact. Once the complaint is dealt with my husband and I will leave THS. I think the take away should be that as soon as you feel the HO has put you in any situation where you feel compromised in any way that may be a sensible point to give them notice and leave. Document everything you can with video, photos and save conversations. Know that if you have premium membership you may not be able to claim back the cost of alternative accommodation. Call the Urgent phone number as I don’t think there is another one but also document your conversations with an email to support@trustedhousesitters.com. It’s difficult to walk away from a sit when you are away from home and don’t want to spoil a family holiday but if people would put you in a situation like this you are actually vulnerable staying in their home. This site operates on the kindness of strangers and most people are kind but not all are so due diligence on both sides is super important and having the confidence to walk away when a sit doesn’t work out is important too. We should have done that.
I am really sorry that you haven’t had the chance to experience great sits. Most of them are.
Best luck to you and thanks for sharing your experience.
It’s good to know that forum moderators help members get the support they need. Not so good to need their mediation to really get the support you need from the support team. This seems to be the case more and more often.
Thanks for the update and the great advice! What a disappointing experience for you in trying to get support from THS.