Four days after contacting THS Membership Services I received this.
Thank you for getting in touch, and I’m sorry for the delay in responding. We’re currently experiencing exceptionally high levels of correspondence, but are doing our best to get back to everyone in the order they’ve contacted us. Apologies again, and thanks for your patience.
Am I alone in reading this as either “we’re having a lot of issues”, or “we don’t have enough staff”? Is this what investors bring to the platform? I expected improvements.
The site states they are available 24/7, four days for a response is shocking.
I suggest you use the bot (Frankie) and insist on speaking to a human. Don’t be fobbed off.
I see nothing wrong with this. Sometimes companies get a lot of calls at once and other times they don’t. If it was an emergency or something that needs immediate assistance then you do have a number you can call that would result in immediate attention to the matter. I have received that message from numerous companies including Apple support to the phone company. Within a few minutes to a few hours I receive a call back. Why would they hire people to sit around just to wait for a call. A waste of money and bad business. I’m sure they did an analysis of the average amount of calls they receive on an hourly basis and hired appropriately. As they told you, they are having an unusual high call volume at the moment.
THS is a relatively small operation and we don’t pay enough for 24-hour support, so I don’t expect it. Even companies much larger and much better established have gaps in service and delayed replies sometimes. I suggest keeping that in perspective.
I’m expecting a better service than just to be told “we’re busy” after 4 days. I don’t think that’s unreasonable of me.
I pay a similar amount to other providers for different services e.g. a password manager, a VPN and get a far better and quicker support response from them.
Agree with you: TH “customer service” is ridiculously poor and is comparative to internet sites back in the early 2000s when they didn’t give a toss for supporting their customers, they just wanted the revenue. The irony is that supposedly the “founder” got the idea from petsitting in exchange for accommodation himself; now he doesn’t care for the safety or concerns of sitters at all. Because owners pay a bit more in annual fees, they get slightly more attention, but I’ve heard from a few their complaints are generally unresolved as well…