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While the sits are mostly great and there is high volume, the company is terrible. The site is constantly changed and not for the better. The rating system is complicated and unfair. There is an overall rating and 5 subcategory ratings. Despite having seventeen 5 star ratings and eighty five 5 star sub category ratings I was knocked down to 4 star overall rating because of one 4 star sub category rating. I have completed 30 sits but now because I only have a 4 star rating I am not getting any offers for sits despite having all 5 star overall ratings.
The customer service person I spoke to Josh was rude and condescending and gave me vague conflicting rationales for the drop in my rating with no reference to any policy they have on their rating system. Don't bother. Use house sittings america or another any other site.
Patricia hasn’t received any thanks yous.
Empty.
We had sitter destroy an expensive murphy bed, attempt to cover it up and then made up a lie...
The last time I used THS I picked a sitter with 5 stars. 8 months later I am still discovering...
Hello Patricia,
I am so pleased to hear that you have had such success on the platform and completed so many amazing sits!
I completely understand your concerns about wanting the star rating system to fully reflect all of your fantastic reviews. You are correct in that as one of the reviews did not have a full five stars in all of the categories it has reduced your overall score to four stars. We do not yet have half stars to more accurately round up your score, however, we are in the process right now of looking into how our review system works and the best way to represent the star system when members have all five-star reviews but one review does not have a full five stars in all categories. As soon as we have this in place we will let you know.
Whilst we are happy for you to express how you felt when you contacted our support center to raise this, as all feedback enables us to improve, I am saddened to hear that you felt the need to mention a Membership Services Agents name on a public review site. I have reviewed your correspondence with the agent and can see that it was understanding and empathic to your situation and that he assured you that he would pass this onto the Product team for them to look into for you.
I am sorry to hear that after so many great experiences on the platform the review ratings have to lead you to change your opinions on the platform. Please be assured that we are looking into the updates discussed above and as soon as they are available on the platform we will let you know.
In the meantime, if you need any help at all then please do not hesitate to get in touch with me at support@trustedhousesitters.com FAO Carla.
Thank you
Carla
Membership Services Manager
TrustedHousesitters.