PetCloud Avis 162

Terrible customer service
Constant failed app updates
Missed job opportunities
Failed notifications
Awful communication

Rude, unhelpful, make it impossible to include reviews or promote yourself without paying them a fortune. They all take 20% even though the app 90% of the time I've the last 2 years has been unusable

Go with any other platform

Our rabbit, Lola, had an absolutely wonderful stay with Emma. We could not have asked for a more kind and loving carer. Lola was pampered, cuddled and loved by Emma, and we received the perfect amount of progress reports and photos. Would thoroughly recommend Emma, and we will definitely be using her again.

I can’t say enough good things about Pet Cloud Pet Insurance. When I got my kitten, I honestly didn’t think I’d need insurance—she was only 8 months old, and friends even told me it would just be a waste of money. But life happens, and sure enough, my sweet kitten ended up injuring herself.

I was so relieved to have Pet Cloud. Not only did they come through when I needed them most, but the claims process was incredibly smooth and stress-free. Reimbursement was fast, communication was clear, and there were no frustrating delays or surprises.

What really sets Pet Cloud apart is the peace of mind they give you. Vet bills can be overwhelming, especially in emergencies, but thanks to this insurance, I didn’t have to choose between my finances and my kitten’s well-being.

If you’re considering pet insurance—don’t hesitate, and definitely go with Pet Cloud. I’m beyond grateful I did!

I have used PetCloud a few times and each time I found an amazing house sitter to look after my house and pets.

As an NDIS Pet Owner I felt relieved to be to connected with support at short notice when I had to go to hospital. Wonderful company.

PetCloud is fast & easy to use. It also very easy to post a job.

My last catsitter (The Catio) was (is) fantastic, highly recommend.
I have had previous other sitters and when I had a problem, PetCloud sorted it out, refunded the cost. Very happy with the service.

This content has currently been retracted awaiting clarification of some points from the company being reviewed.

Helpful Team of Professionals

I am very happy to partner with Petcloud in providing my services. I always get the support I need from the team and guidance whether I am applying for a job or offering NDIS Assistance. Its a really good source of income for animal lovers like me :-)

PetCloud is a really convenient way to find home help for animals. The website is a little tricky to navigate, but with persistence, works well enough. I will certainly be using the service again.

Despite trying for weeks now, I cannot get a hold of PetCloud via their website, email or 1300 number, so I'm writing this review to help others avoid the stress of dealing with the payment issues that plague this platform, either as a sitter or a pet owner.
My last two pet sitting jobs were not paid on time. My second-most recent job, payment wasn't credited to my PetCloud Wallet within 24 hours of the job completing. It eventually was credited 5 days late. Then I wasn't able to transfer the payment out of PetCloud to my bank. It took another 5 days for someone at PetCloud to respond to the problem and initiate the transfer manually.
My most recent job hasn't been paid at all. The balance was credited to my Wallet within 24 hours, but again I could not transfer the payment to my bank. I have been waiting nearly 4 weeks now for my money and tried emailing, calling, scheduling a callback through the website and using the website chatbot with no response.
My pet owner clients have also had issues with PetCloud handling their money. One was unable to secure their booking with me for days because their stored wallet balance had disappeared. Another client has had to cancel a future job. This cancellation is still pending weeks later, and my client hasn't been refunded and also hasn't been able to get a response when they've tried to contact PetCloud.
Their 1300 phone line is a joke - a computer-generated voice greets you, gives you a menu selection, then tells you all the agents are busy and try again later, then hangs up on you.
For this level of customer service PetCloud charges the client a 10% fee above the sitter's posted rate, and the sitter 20% of their posted fee.

Update 26 May 2024: Dear PetCloud, thank you for your reply to this review. I finally received a reply to my emails regarding payment for my job #14090681 completed on 14 January 2024 on 11 February 2024, and received payment on 13 February 2024. I waited a couple of weeks to delete my account with PetCloud in case deleting my account impacted the pending refund for my client but eventually got sick of waiting and just deleted anyway. Funnily enough, I got an automated email on 11 March 2024 to tell me my (now deleted) listing had been switched to Away Mode, and that the enquiry button on my listing was disabled and the listing hidden from search results. So there's another possible bug for your team to look in to.

This is the worst pet sitting platform that I have encountered. Every time I've done a sit for them over the last year I have to chase and chase them for payment. It's ridiculous. If I received admin fees for the time I spent chasing them I'd be rich.
The platform has extremely poor functionality when compared to its rivals and does no development, yet it charges the same percentage. The only thing it does better than other platforms is let a sitter vary their rate depending on the pet type (dog, cat, other). But it doesn't let the sitter vary pricing for peak periods or amend availability to only be available for some services and not others. Not to mention the useless app which doesn't work at all - I have to log in via a PC every time I want to check messages or update anything, which puts clients at risk of not having their services filled to their specifications (it could actually cause a life and death situation for a pet!).

It took me writing a one star review of them on google to be paid for my last job with them - I was paid in a matter of minutes (after five working days' wait and much obfuscation saying there's nothing they can do) and then I was booted off the platform (no great loss but I can't log into my history information for tax purposes) and sent a legal letter with no legal basis for warning others of their unethical behaviour on Facebook.

Avoid Petcloud if you want peace of mind while you are away! I booked a five week sit for my pets through Petcloud and paid the first week up front as required. However there were no further payments taken from my account for the following three weeks. While I alerted them to a problem, it wasn’t until I cancelled the booking entirely that they reacted with multiple emails and invoices demanding I pay them.
They seem to be quite good at ignoring the fact that it is their system that failed and resulted in the sitter not getting paid for weeks of work and seriously threatened the ongoing care of my pets.
They are now harassing me with emails and invoices and threatening me with debt recovery. Steer clear of Petcloud.

Donna was an amazing & experienced dog sitter. She was very calm & attentive to my puppy. She included fun, good care, compassion & toilet training into my puppy’s stay & followed up communications with me on a daily basis which was very reassuring to know my puppy was in good hands. Donna is an excellent choice if you’re looking for a genuine & committed person whom thoroughly enjoys taking care of your pet. Donna took caring for my puppy named Billy in her stride. I would recommend Donna due to her excellence & professionalism at all times. Thank you for ensuring my puppy was very well cared for…you certainly put us at ease. I wouldn’t hesitate to book Donna again in the future.

Do not use this company! I am now out of pocket the processing fees and having to find a new pet sitter at a much higher cost as it’s 3 weeks out before the start date! Pet cloud refuses to pay me back the processing fee and broke their own cancellation policy not finding a substitute person! On top of all of it I wasn’t even informed that the cancellation happened no email or anything I had a gut feeling to log on and check that’s how I found if she cancelled on me imagine if I didn’t check!

In response to their reply- the 2 people they are referring to applied for the job prior to accepting the original booking and I had decided to decline one so why would I reach out to her and just to clarify both of those suburbs are not that close they are 9kms and 20kms away from my house so another lie given from petcloud! I was given 3 weeks to find another pet sitter which is costing me over $700 now so I have been financially impacting so stop giving your bull crap excuses fair enough for her cancellation but her calendar does still state available so petcloud should of immediately blocked her calendar!
Also you didn’t give me 3 weeks notice as you didn’t tell me I had to log on to my account to find the cancellation myself not once have you addressed this or even apologised for petclouds stuff up!

I can't recommend Sara highly enough to look after your fur baby! Sara looked after our dog Fox at our home who is still recovering from cruciate ligament surgery and we came home to a very happy boy! Thank you Sara, Fox can't wait to have you come & play again next time we need a friend.

Obie had the best time with Barry and Oleg. We received regular photos and comments which helped us feel relaxed about leaving him for the first time with strangers. We hope for Obie to spend more time with Barry and Oleg. Great sitters, lovely people and caring.

Our Labradoodle Loki had a wonderful time with Jessica and her partner. They are true dog lovers and Loki felt safe and at home with them. I think she got lots of cuddles and ball throwing from what the photos showed and she’s come home really relaxed and happy. Couldn’t be happier with my experience with Jessica. 5 stars. Will definitely use again.

Had my baby cat looked after by Melissa for the second time 10 days and she was amazing again! Sent me pictures every day to keep me updated about Blue, which was a peace of mind allowing me to enjoy my holiday. She is definitely a reliable person to look after your furry friends.

Ashleigh beyond exceeded our expectations as first time users of a Pet Sitting service. Ashleigh is well and truely over qualified with extensive fostering, puppy training and pet industry experience - with a genuine care and love of animals. Our girl had a great time playing with her puppy Clark as evident by the picture and video updates received. We have full confidence she was spoilt rotten and treated like Ashleigh’s own for the duration of her stay. Without hesitation would recommend Ashleigh’s services to all. Thank you!