Yes! It’s not popular on here to have people look into themselves and take responsibility. We are supposed to hold everyone’s hand so they don’t feel bad or in this case take responsibility.
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As a practical matter on sits “screenshots” and setting a calendar around auto renewal aren’t the important takeaways here. The important takeaway for both sitters and homeowners is a means to communicate outside of the app and access to the stuff in the welcome guide outside of the app. As a rule:
- Always ask Homeowers to leave PRINTED instructions.
- Always make sure there is a phone number, app. and maybe even email to reach the host.
- Always make sure there is a phone number for someone else – an emergency contact in case things get really weird.
Basically, if you had a phone number for your host, all you would need to do is say, “Hey I’m locked out of my THS account because of a tech issue. I don’t have access to your instructions at the moment, could you just text me the feeding amounts?.” You could also ask them to create a PDF of the guide and email you a copy. It’s a quick solution.
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By definition, the tone of written or spoken word is always in one’s head. And if it’s in my head it may be in others. I do not think forthright and honest also mean being rude and harsh. The OP was looking for thoughts about how he/she perceived a nerve-wracking experience. Advice and a reality check were given in a straightforward manner by a lot of people here. If you don’t see a difference in how you communicated, then that’s that. I communicated to you in a forthright and honest manner. You don’t agree with me. Nothing more to be said or done about it.
I just went through the exact same thing. And it took a week for someone to get back to me . And had a heck of a time using 2 different credit cards. They didnt seem to care.
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Exactly. Even when you finally reach support to fix a problem, the attitude feels uncaring.
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THS have your money. That is all they really care about.
If they don’t even care when you’re trying to pay, doesn’t that counter the idea that they’re trying to squeeze money out of us through “dark” approaches? If that was their focus, wouldn’t they jump on collecting from members?
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Customer service is a different team from the one that builds the platform. Different objectives, different level of care for how well the product performs.
If that’s the case at THS, which we don’t know, I doubt that its nefarious 
plans are any threat to us.
That’s a lot of projection if by THS you mean the people working there. Probably the people in member services are underpaid and doing the best they can.
I’ve read several forum posts about owners and sitters locked out because auto-renew failed and they had no idea. The company really pushes auto-renew, even offering discounts for it, but apparently doesn’t do enough to make sure it has updated credit cards. Most of us have multiple cards and don’t always keep track of everything when we get a new card number or close a particular credit card account. The system needs to be fixed so when there is an attempt to charge a card and the attempt fails the person is notified. If they are notified by an email that winds up unread or in spam that’s not helpful, so probably if the issue isn’t fixed say a week or so before the sit maybe an automessage by voice needs to go out or someone from member services needs to call. This feels especially important if there is sit scheduled. People have also complained about having problems changing the credit card in the system. That’s another tech issue that THS needs to deal with.
This isn’t about “caring” or “not caring.” It’s about efficiency and making it easier for your customers to pay so that it doesn’t turn into drama.
Sooner or later all this will lead to something bad happening on a sit and the sit not being “official” due to various problems, and someone suing THS and more bad publicity for THS. It could also lead to individual members getting frustrated and not renewing.