Pros
The employees and contractors on the ground who actually do the work are great. Most of them care about doing a good job and trying to help customers, even though leadership makes that much harder than it needs to be.
Cons
Product leadership is terrible, Leadership talks a good game but doesn’t show real product judgment, doesn’t provide clear direction, and doesn’t listen to the people closest to the work. Priorities flip constantly, strategy feels made up on the fly, and a large part of the team doesn’t trust leadership. On top of that, the business model is heavily tilted against pet owners. The company markets itself as if it exists “for” pet owners, but they are the ones paying non-refundable fees while most of the benefit flows to landlords and property managers. There are plenty of public complaints and negative reviews from customers and former employees describing surprise fees, poor communication, and people feeling like they were forced into paying for something that didn’t actually help them. The whole thing often feels more like a cash grab than a service.