Last year, I signed up for THS and this year I just signed up for my other house after having a great experience last year. However, I am having particular difficulty with the website and getting my listing posted. The time it takes to submit an inquiry and hear back from customer support via email, and then having to go back in to attempt to make the suggested edits, only to run into more problems, is very frustrating.
For example, I uploaded my pictures, described the part of the home they are per the new requirement, answered all the questions, and tried to select “save” although the “Save” button wasn’t allowing me to select it. On my other listing, I was able to select “Save” however, there was still some type of error, not allowing me to publish my listing and it was not clear or indicated anywhere what was missing.
It would be more helpful to be able to work out these glitches and troubleshoot with a customer service representative, so I don’t have to wait another 24-48-72 hours to get my listing published. That is losing opportunities for the listing to get seen and sitters to book.
I am considering requesting a refund and cancelling since I feel unsupported in this process and don’t feel confident if something did go wrong and I need THS to help address it as stated in my benefits, they would actually have my back or respond in a timely manner, despite being an upgraded member for two accounts.
Is anyone else feeling the frustration with the form of customer support THS is offering? Only relying on a chat bot and email seems like a cop-out and not worth my membership fees.
I’m sure it’s frustrating but the membership fees are not that expensive and I believe just a once a year use would see you financially ahead or at worst break even.
Can’t help with your tech issues sorry, might be something like clearing cookies or using a different browser.
When using live chat during U.K. office hours ( 9-5 Mon - Friday ) you can chat with a human by typing -“ I want to speak to a human “- then you get a response in real time .
I was told recently by THS that calls are diverted around the world to fit in with waking hours, so, if that is true, ( who am I to be a dolly doubter?)a human should now be available to speak to, 24 hours a day.
Honestly I wouldn’t count on THS tech support. My impression is they have grown too fast and haven’t kept up on the staffing side of things. I’d just try using the app vs website, clear cache, look for missing checkboxes, etc. Sorry.
I do agree it’s still it’s worth the annual fee but I downgraded to standard based on the assumption the “perks” of premium wouldn’t ever be worth the extra. Good luck, I hope you get things working soon!
I recently contacted THS via the chat. First I got Frankie bot but when he couldn’t help I got passed on to a real person. I am in India right now and I got connected to someone in Canada. At the time it was nightime in UK. So I believe its true that as @Colin says you get redirected to whichever time zone is operating at the time. You may need to tell Frankie you want to speak to a real person but in my case it was automatic.
I did wonder though of you are trying to create a new membership listing for your second property? I.e paying two membership for two different property listings?
I may have musunderstood in which case ignore the following! But some HOs with 2 properties simply switch pics and descriptipn to match whichever property they are listing at the time. Or they have pics of both on the same listing but specify which property is relevant for particular dates. You don’t need to pay twice and have two memberships.
Thank you all for your suggestions and kind encouragement.
I want to share how I learned what was preventing me from saving on the website, and what I did about it in case it helps others in a similar situation. This was still incredibly frustrating, but took patience, keen observation, and having to leave and return with fresh eyes.
Now that they require you to label the pictures according to the dwelling space (is this really new? I recall doing something similar last year when I created my original listing), 1. I hadn’t labeled a “bathroom.”
2. However, I had the maximum number of pictures, so I needed to delete one or two.
3. In order to delete a picture, I had to select “save to confirm delete”
It would not let me save because I hadn’t labeled a bathroom You see my frustration?
For the work around, I labeled a different picture with “bathroom” and saved, which allowed me to delete a photo, and then upload the real “bathroom” pic and relabel the other photo appropriately.
The photo labels at the top and they get checked off as you go, and “bathroom” was not checked off. This was how I was supposed to know what I was doing wrong. I think a more user-friendly way to do communicate the error would be to have checklist near the “save” button.
I am still disappointed at the lack of assistance in this matter because it could have been solved in 5 minutes, and I would have been incredibly grateful. Instead, I had to waste 2-3 days, have so much frustration and worry that I wanted to cancel. We’ll see how this holiday season goes with trying trustedHousesitters.cpm. I’m hopeful it will be worth it soon!
This is such a great idea, and I hadn’t thought of it. It might work for similar homes in the same-ish town with the same pet. However, I’m not sure this would work for me because the locations are different. We switch between one home near the beach in CA and the other is in the suburbs in TN. The cats and their needs are different. The entire listing would need to be changed, and there are a few times, we need sitters for both! lol
But I genuinely appreciate the suggestion. I wish I didn’t have to pay for two individual subscriptions. I wish they could have an upgraded subscription where you could list more than one home, so like two accounts in one. This would make it easier because as it is, I can’t have the app on my phone for one of them. I need to have it on my husband’s phone-and he doesn’t like having to manage it.
I have requested a “human” or “live representative” each time and it will either say, “sorry all our reps are unavailable,” or take over 15 minutes, in which I type, “please email me, I have to leave.”
If there isn’t a rep available, they’ll email you. The thing is, I’ve NEVER gotten a rep through the chat, so my potentially incorrect assumption is there are not live representatives available - like at all. It’s not in their business model.
I suppose “expensive” is subjective. I think the membership fees are expensive enough. If this were a paid experience, where THS paid the sitters, OR if THS provided services to the sitters while they were on a sit, OR if the sitters had to prove some type of training or certificate for pet care, I could see it being more expensive. However, I do feel the subscription amount IS worth it when all goes well. I tell everyone it’s worth it!
My feeling is when you pay for a subscription to a service, there should be support and with things as important as your home and pets, I think it makes sense to have a live person available. Just my strong opinion and heartfelt wish though!
