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Trusted House Sitters Reviews Summary
The company has garnered significant criticism for its customer service, with many customers expressing frustration over the lack of responsive support and difficulties in obtaining refunds. Common complaints include billing issues, inadequate communication, and a perceived lack of accountability for damages caused by sitters. While some users reported positive experiences with sitters, the overall sentiment reflects a sense of disappointment and mistrust, particularly among sitters who feel exploited by the fee structure. The company appears to prioritize marketing efforts over customer satisfaction, leading to a growing perception of unprofessionalism and dissatisfaction among users.
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I had high hopes of getting a dog sit within 1 hour of where I live. As an honest caring person I had no idea how tough itwould be to obtain a sit, even though I had a reference. My ad was near the end of the ads. If you were looking for a sitter, you'd have to sort through lots of ads. I got good service from rep when I wanted to resign from this service. People just have their sitter lined up and keep you in mind in case that person backs out. I see people that have their ad on for months timeand time again. Some didn't reply to offers. I also tried to get a sitter. Had 1 reply from Australia but they didn't reply back. Just gave up after while. It's a volunteer job for godsake!
My subscription was taken without the promised notification
Now cannot get through to customer services and no reply to email
Hi Wendy
I was sorry to read your dissatisfaction in this review, this is certainly not the norm and never our intention.
Please note we do have a 48 business hour turnaround to reply to emails, and you can also contact us on the phone or on live chat. If you could ensure you have emailed us on [email protected], I will look out for your email.
I can categorically confirm we never debit any cards without notification, these are all automatically sent 14 days before the subscription is due. Maybe check your junk, spam, promotions or social email folders, as your email account may have diverted the email into there. All of our confirmation emails sent at the time of joining, explain our membership is on a subscription basis, with detailed instructions on how this can be cancelled at any time, within your account settings online.
Thank you
The TrustedHousesitters Team
We have done house sitting recently and it was great, thousands of reviews are on trust pilot website. However I would caution people who think the company is doing any kind of service, they simply connect people, it's up to house sitter and house owner to ensure it's a suitable and mutually beneficial agreement.
For our first house sit, we have had professional agreement provided by trusted house sitting, and we have also added a few points from previous experience when we rented a flat or short term accommodation, and that pretty much covers both sides to a reasonable degree.
The idea behind this website is that pet- and homeowners can review sitters, in their own words, for the benefit of other pet- and homeowners. That's why the company name includes the word "trusted." But when I wrote a negative review of a psychotic sitter who stayed in my home March 2017, the company took it down. I re-posted milder reviews; the company took those down too. It seems the psycho was threatening the customer service reps. Finally, all record of the house-sit simply disappeared from the website, and the psycho is still out there. There are plenty of other pet sitting services; don't use this one. And if you must, don't let Susan Gans in your home!
Hi Joan
I am very sorry to see you have left this review, before we have concluded our investigation into this entire matter, and been able to offer a resolution to the dispute you and the house sitter are currently in regarding the nature of the reviews posted.
I remain very sorry you had this experience with this sitter, I would like however on this forum to reiterate what we have already discussed regarding our Review and Referencing policy:
All sitters have the option to leave Feedback for home owners once the sit is complete, to which the home owner can respond. All home and pet owners have the option to leave a review for the sitter, again once the sit has finished and to that the sitter can respond. All reviews, responses and feedback appear on the profile / listing page of the member.
This is a exceptionally important part of the experience and membership, that keeps up the trust and communication within this sharing economy. However like anything there does have to be policies surrounding this in the event of a dispute.
Reviews, feedback and responses must abide by our Guidelines and the Code of Conduct, that all members must adhere to. The TrustedHousesitters policy is not to delete or edit reviews, it is a 100% tamper proof system, that is relied upon very heavily for members making their decisions.
However, there are rare cases in which we may take the extraordinary step of removing a review or disallowing review responses. We reserve the right to remove content that violates our guidelines.
In your case, your reviews have only been temporarily removed, so as not to fuel the situation any further, whilst we conduct our investigation into the complaints that have been raised on both sides, rest assured once this matter is resolved, the review can be re posted (as long as it remains within the guidelines)
Please rest assured we are taking this matter very seriously and are doing our best to resolve it to the satisfaction of both parties.
Many Thanks
The TrustedHousesitters Team
This site is awful. Its the only one which charges homeowners to start (apparently due to their great customer service). My house was trashed by one of their sitters and they told me there was nothing I could do apart from leave a bad review. I did, they then asked me to change it when the sitter complained. She had a list of excuses and denials, which they took seriously. This turned into an awful dispute- the last thing you want when you are already upset that your home was used. Valuable plate (over 300GBP) smashed and thrown out, cats urinated in bedroom, total mess. Now every time I use a house sitter again I will be anxious while I am away.
I would have left it at the review- but they didn't respect my right to do that. In fact, they implied I had not used the site properly. That is not what they would have said had they actually SEEN my flat.
On top of that, they were extremely patronising. I was- obviously- very angry at the house sitter, and based on private emails between her and I, they told me publicly that 'they are sure both parties learnt something about getting a more positive outcome in future'.
I learnt not to use trustedhousesitters.com.
Seriously. Don't use this site. They don't care about you or your house, they only care about your cash.
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Hi Debra
There is so much we can do to help ensure you achieve success, and so many tools on the site you can use, to make your profile as prolific as possible. The overwhelming majority of our sitters do achieve success and we have a 9.7 out of 10 customer satisfaction rating on Trustpilot, so I am confident we can help you on your way to some life changing experiences.
Please contact us on [email protected] explaining the above, and my team will be happy to concierge your profile.
Thank you
Vicky
Membership Services Manager
TrustedHousesitters.com