I had been a member of rover for years, doing dog sitting through them, and recently more activeI hadn't had any issues or complaints at all, until someone's dog managed to get out of their kennel, then opened the locked sliding door to my house (leaving my house exposed for who knows how long)After looking for this dog for hours in our neighborhood, AND notifying the owner, the dog was located at Animal Care ServicesRover told me all I had to do was submit my statement explaining what happened, and that would be itI provided them with every bit of information they asked for, and they told me they would pause my account while they looked into ittwo weeks later my account was still paused, and they had told me nothingSo I finally asked them on it, and their response was "oh sorry, we decided to close your account indefinitely, and you will not be able to use ANY of the services"I then asked if there was an appeal process I could do, and they told me no flat out
Imagine for a moment that you go away for daysYou book a sitter that you've used before, with good resultsYou trust that your animals are going to be cared forThe sitter even texts you to let you know that your animals are doing greatYou arrive home at the end of your trip only to find that your animals are hungry( because they were not fed), are thirsty( because their bowls are bone dry and they were not watered), have filthy litter boxes (because the litter was not cleaned once).....this is what I came home to after trusting Larisa, a Rover sitter, to care for themAs I texted to her, there is a special place in hell for people like thisUse at your own riskAs for me, never her again and never Rover againI literally paid to have my animals starved and neglected While I was issued a refund, she's still employed by them Also, she still has my key When I emailed Rover about the fact that I'd have to change my locks this was their response:
I'm so sorry that you still don't have your keys back We do have Premium Insurance which may be able to assist with this There is a $deductible and it's reimbursement based When you get your locks changed, if it's over the $deductible, you can email us your receipts and I can open a claim with our Trust & SafetyAll the best,
Katie LRover Support
I live in an apartment I have one lock Seriously?
BEWARE PLEASE READ !! I scheduled the drop in visits for yesterday and this morning and when my husband and I got home this morning , the sitter we hired never showed up and this is NOT OK as we have a year old dog with separation anxiety and the poor girl nobody checking in on her and I was charged for it , I called rover and they are going to reimburse me but this is just not OK ever !! We will never be using them again
I used this company once and was beyond satisfied bc I have a very volatile dog and the sitter managed to calm her aggressions like it was magicIt was unbelievable and I was able to watch my dog interact with other puppies for the first time ever (she's 6) I began crying when he sent me the video and then again as I saw it in Person .Confident I could go on vacation and leave her with him again, I started to book the stay and found out they deleted his account with no notice to me I'm having to cancel my vacation I used every resource I had to get in touch with him but he's Unavailable he did give me an explanation why, bs and Now I'm livid That's all I'll sayShame on your company
Hi ***, Thank you for sharing your feedback and we’re so sorry to hear that your sitter had to cancel your booking at the last minuteIf you need help finding a sitter, try our Rover Match program--we’ll help connect you with great sitters in your areaYou can reach our Match team at
https://www.rover.com/rover-match/All the best,Jenni S
Dear ***,As pet parents ourselves, we’re devastated any time a dog gets sickWe're deeply sorry that your dog, **, has passed away, and we also want to apologize for any additional frustration added to your existing grief caused by insurance issuesWe know insurance is the last thing you want to
worry about when your beloved pet has passed awayAs we explained in our previous communication, the claim submitted was deemed ineligible by our insurance provider due to, but not limited to, the timeframe that passed before it was reported and the inconclusive results of the root cause of *** passingWe know this wasn't the answer you were hoping for, and we'd love to help answer any more questions you havePlease don't hesitate to continue our original email thread, email us at ***@Rover.com, or call ***We're happy to help in any way we canSincerely,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Actually, Rover agreed to compensate me 1000$ in exchange of revoking any claims I have or can submit against them in the future per this incidentI have accepted that offerThanks
Sincerely, *** ***
I used Rover to book a local dog sitter for a stay between August and September Upon completion of the stay, the sitter did not return the keys to our home Despite repeated contacts, the sitter has not responded In addition, during the stay, the sitter caused damage to our wood floors by allowing dog urine to remain stagnant and uncleaned
In response to direct communication about the issue, Rover stated that their "Guarantee" does not cover these claims; though according to their online terms of guarantee, it is not excluded In short, Rover denied my claim under its Guarantee for no legitimate reason
Rover.com has a lot of work to do with their communication processI have been trying to be set up as a sitter for over a monthNo communication from themI always have to email them and then get the run aroundThere was no delay in processing my $fee for a background checkI'm actually not comfortable using this serviceIf I was to have any issues I don't feel they understand customer service and know how to communicate properlyI would not be a sitter for them or trust my dogs in the care of one of their sittersThe sitters are probably fine but if there is a problem no one on the Rover side knows how to deal with the slightest question never mind an emergency
I am writing about what
happened because I want to make others aware of what we all just went through,
and I want to make people aware that my and The Zoo's experience is FAR from an
isolated incident (though I do hope and pray our experience is one of the
last)Before you read on, please know that some of the details of what
happened are heart and gut wrenchingNothing is written below for drama's sake
or to shock and awe anyone --I'm merely sharing to raise awarenessAlso,
please know that The Zoo is all fine, now.......It took me until today to
write about this because a) I was focused on work and getting The Zoo all
better and b) I was admittedly traumatized by what happened and just needed
time to process it all before I could sit and put to page all the details
Please read on knowing that I have given plenty of deference to the sayings,
"hindsight is 20/20" and "in retrospect..." Yes, I now see
several things I could have done differently (ie; should have called the police
to do a wellness check after my neighbors told me the boys had been alone and
for at least hours; should have made sure my neighbors had a key...)...I
have learned many, many hard lessons through this experienceI do not want
anyone else to ever have to learn the hard way...so, here is what happened:
I had to travel for work
back in MarchMy regular amazing friend and Zoo-sitter was not available, so I
went on Rover.com. I viewed them as a trusted resource because a) I
know many people who have used them in the past b) they say that all sitters
have gone through background checks c) they say they care and guarantee their
care with a guaranteeSpecifically, the "Rover Guarantee" is plain
as face (pay particular attention to the last sentence):
"Simply put, the Rover Guarantee is our commitment to you in the rare
instance that something goes wrong during a bookingWe offer the Guarantee
because we believe that being there for our community is a fundamental part of
what it means to be The Dog People...The Rover Guarantee reimburses members
of our community for costs arising from certain injuries or damages that occur
during a service booked and paid through RoverThe injuries or damages must
result from care provided during a Rover stay or walk, and the Guarantee
reimburses in the event the sitter or walker is unwilling or unable to pay
those costsIn certain cases, the Guarantee may also be used to reimburse for
injuries to resident pets owned by sitters or dog walkers...what's covered? Vet
care for injuries to a “Rover Dog”—i.e., a pet owner's pet(s) in a sitter’s or
dog walker's care, custody, and control ..."
I chose a sitter who
said they lived in a city nearby -a very well respected cityI chose this
sitter because their reviews were all five starsI chose this sitter because I
trusted that Rover.com didn't let anyone bad on their siteI chose
this sitter because they had indicated that they understood how important The
Zoo is to me, how important the zoo's routine is, and how important it was for
me to hear from them (sitter) on a daily basisI chose this sitter because I
trusted that they truly cared about treating animals, my family, wellI chose
this sitter because they said that The Zoo was their only job and that the
longest The Zoo would ever be without their care and companionship would maybe
be a couple hours each day (sitter was staying at my house)
The first day I was
gone, I left my house around 5:in the a.mSitter was to arrive by a.m
I checked in around 9:a.mbecause I hadn't heard from sitterSitter
returned my text a couple hours later --said they were sleepingSitter sent
pictures and lots of texts, so I felt relievedThe next day, I didn't hear
from sitter and it was around 2:pm MST, so I sent a text to check inSitter
wrote back one text to say "Yeah we all slept really well..." The
next day, I didn't hear from sitter, so at a.m., I sent a text to check in
A couple hours later, sitter finally respondedOn this same day, my neighbors
called me (side note: because there was going to be a strange car at my house,
I had alerted neighbors that I would be away...they said, "OK, we'll keep
an eye on things.") My neighbor called because she said they were really
concerned because they hadn't heard "the boys outside at all" (my
neighbors have a German Shepard puppy and every time my boys go out into my
yard, their dog barks and barks -he hadn't barked)My neighbor reported that
she hadn't seen the dog sitter all day -my heart droppedMy neighbor went to
look in my front door and could see ***She knocked on the door and he
didn't move and no one else barkedMy heart started pounding...I gave my
neighbor the code to my garage, so she went in (sitter's car wasn't there) and
tried to get into my house but the door was bolted shutThe Zoo still wasn't
making any noise (The Zoo ALWAYS gets super excited when someone is at the
door)What I felt in that moment is simply Indescribable via wordsMy
neighbor went back to the front door and knocked again...this time ***
moved and she could hear others barking...Trying to discern what to do, I
sent a text to the sitter to ask if sitter was ok, if it was too much work,
etcI tried to keep it lighthearted because I was scared sitter would hurt The
Zoo if sitter knew my neighbors had called meLater the sitter responded with
a picture of sitter and Little Little (cat), as if sitter was hanging out in my
living room --the fact is, sitter wasn't in my living room...sitter wasn't even
at my house (at this point, my neighbors had started watching for sitter's
coming and going)Because of my neighbors I know the zoo was left alone at
times for At Least hoursNone of my friends or neighbors had an extra key,
so I did what I had to do in order to just get home to my babies...I texted
sitter as if nothing was up and just tried to encourage them that it if was too
much work to let me knowno indication from sitter that they were doing
anything wrongexcept for sitter finally texted to tell me that ***'
stomach was making Extremely Loud NoisesHe was in gastric distress and I
knew it was bc of sitter’s neglect, but I didn't want to set off alarm in
sitter and risk further harm, so I encouraged sitter to feed some cat food to
***(I just wanted to get home to my babies and take them all into my
armsI wanted sitter to do the least amount of harm in the meantimeBecause
I could tell something was seriously wrong with this person, that is why I
tread so lightly in my text message responses to themin retrospect, I would
have done it differently)Thank God for my neighbors who were updating me
daily to let me know how long The Zoo was left alone --*** and *** were
without access to food and water whenever sitter was gone
When I got home, what I
found was seriously disturbingThe smell was overwhelmingSitter hadn't
scooped the litter boxes once in days (the "dirty litter" bag
that I had left sitter contained only what I had scooped on the morning I
left); sitter had smeared poop into the floor rather than cleaning it up (not
to mention, my boys don't poop in the house); sitter had tossed cigarette butts
onto the deck and before I knew they were there, *** ate one when I let him
outside; there was old food in the oven and the dishwasher was plugged up with
food; there was puke on the kitchen counter...but forget all that...because
what was most disturbing was the state of The Zoo***' eyes were a DEEP RED
the likes I have never seen before and he was shaking uncontrollably***
was limping*** was literally cry/yelpingAnd ***, who usually is super
exuberant and jumps up on people to greet them...he just shivered with his tail
between his legsThe boys all had poop in their rear feathers (long fur on
Setters is referred to as "feathers")… The girls (cats) didn't come
out at all for the first few hours after I got homeThe back yard was full of
diarrhea and poop (sitter was supposed to scoop once/day -with dogs, you have
to)It took me and a dear friend nearly hours to scoop all the poop and
diarrhea (To note: most of the poop had been stepped in, which is dangerous bc
it can cause worms, not to mention it was tracked into the houseSitter was
asked to please wipe their paws each time they come in -the boys are so good
and come in one at a time, let me wipe their paws...it takes all of 2-
minutes)
Back to The Zoo --when I
got home and let the boys out, they ALL had diarrhea...so I went to the store
to buy some organic chicken and rice to boil up for themAs usual, when I left
for the store, *** and Kip went in their crate, and *** wanted to go in it,
too (it's a very big crate); they all huddled up, as they sometimes doAs
usual, I told them, "I love you, be good, be cute, I'll be home
soon." I was back in under minutesWhen I opened the door, I couldn't
believe the smellAs I walked towards the crate, I kept my eyes peeled for the
poop I smelled...but it turned out that it was IN the crate*** had had
massive diarrhea (deduced it was him b/c of how much he had all over his bum
and tail)In the entire time I have been ***' mom, he has NEVER ever ever
messed in his crateHe was so stressed because left him for minutesAll
four boys were then bathed, fed chicken and rice and went to bedI stayed up
cleaning until in the a.m...and then *** urgently needed to go
o-u-t...that night I was up a total of times to let the boys out urgentlyI
thought everything would clear up after some chicken and rice...I was wrongIt
was clear they were all very sick, so I took them to the vet
This next part is very
hard for me to type, so I'm just going to type what my vet wrote in a summary
of the visits that she documented in their charts and in a letter
to Rover.com: "...***, ***, ***, and *** were
brought into our clinic for examsOn physical exam they were all bright,
alert, and responsive but stressed to be in the exam, their body condition was
but all appeared somewhat dull and dehydrated with loss of skin turgor
and dry tacky mucus membranesThey all had feces staining around their rectum
from the diarrhea and *** was particularly painful throughout his abdomen
***, who has severe arthritis, was very lame on all limbs and appeared
weak and had a difficult time getting up and laying downA complete blood
panel was performed on *** that showed elevated Lipase, suggestive of
gastroenteritisA fecal sample was negative for intestinal parasites and
giardiaAssessment for all four patients was dehydration and gastroenteritis
and colitis with the differential diagnosis being dietary indiscretion, toxin
ingestion, or severe stressThey were all treated with subcutaneous fluids,
metronidazole and a probioticAnd *** and *** were also treated with
anti-nausea medications*** has since returned for continuing diarrhea...he
was again treated for colitis with a longer course of treatmentThere have
been no previous gastrointestinal issues with any of the four of them and they
were all evaluated as healthy animals at their most recent wellness exams
Given that, and the absence of other diagnostic findings, I presume that their
symptoms of dehydration, diarrhea and vomiting were attributed to stress from
being neglected, inappropriate ingestion of foods or toxins or improper
medicating."
I had a similar experienceIt seems Rover cares more about their pocket book than about the welfare and safety of the dog sitter and the dogs that are being boarded for those that board pets in their homeI have been a sitter on Rover for over two years and recently had my account suspended due to ended a sit one night early due to a dog that was aggressive towards other dogsI was told by the owner that the dog got along with other dogs and the dog couldn't even get along with large sized five month puppies! Second case, I had a similar experience about a month or so before that of a similar owner who said her dog got along with other dogs too, but she told me her dog had never been boarded before and since I was familiar with her breed who tends to have anxiety I wanted to do a trial sit with the puppy I had at the house for a couple of hours to see how it would goWell, she brought the dog over and the dog tried to attack the puppy! So, I said it looks like your dog is too stressed in a boarding environment and is NOT good with other dogs(Hello! That is why I had done a trial sit/daycare)I offered the lady to board her dog alone at a higher rate or to sit in her home and care for the dog there, but she wasn't interestedBoth times, Rover didn't give me any feedback both times! They send you a survey after each cancellation which just asks you if you had a meet and greet and what happened and what would you do next timeThere is certainly no education from them telling you what you should do next time or whateverThey give you no warning that they are going to suspend your account or that you are doing anything wrongIn any event, due to those situations of turning away "aggressive dogs" Rover wanted to terminate their relationship with me as a 5-star sitter who has worked with them over yearsUnbelievable! In my spare time I sometimes volunteer with a local dog trainer so I know when a dog is displaying dangerous signs and the fact that they would rather I keep a dangerous dog in my house while stressing out the other pets that I'm suppose to be caring for is just not only ridiculous, but irresponsible! I told other pets sitters about this and one of my good clients who happens to also be a good friend of mine couldn't believe itIt just goes to show you that they care more about getting the bookings of the sits no matter what the cost isRover.com you should be ashamed of yourself!
Our dog is dead!
After carefully searching, checking reviews and references and interviewing candidates, we hired someone ?we thought was an? experienced dog and house sitter to live in our home? for our week vacation out of the countryWe found Nella M*** on Nextdoor and she had all the qualificationsWhen we interviewed her she proudly stated that she gets most of her business dog sitting and her doggy day-care from rover.com where they emphasize safety
On our first day away she locked out one of our three precious little dogs, our beloved, defenseless ?senior 5lb.?pom rescue in the dog run at bedtimeEvidence shows Foxy was mauled and killed by a coyote
We reported the incident to supervisors at rover.com, since they were ?promoting Nella M*** ?as a trusted and safe dog sitter?There were ?other issues but they pale in comparison to allowing our sweet Foxy to meet with such a violent death, all due to carelessly leaving her outside and "counting heads" while the door to the dog run was left OPEN, and not looking outside before locking the door.?
Nella called it an “honest mistake.” The supervisor at rover.com said they could not tell us what action they were going to take but would investigate ?the incidentThe lady we spoke to sounded very sympathetic about our loss.?
Now, weeks later,? Nella is still featured on the siteWith a dog dead while in Nella's care, you would have thought that they would at least temporary suspend her until they could investigate to protect their customers even if we did not find her on rover.com
In my opinion, rover.com is more interested in their cut of her fees than they are the safety of our dogs
We have been Rover clients for nearly two years and overall experience was fine until we had to submit a complaint Then, Rover handled things extremely poorly and unprofessionally We were out of state for the weekend and used a new sitter (highly rated on the Rover app) for drvisits We were very explicit via the app about the days and times for her to stop by for our two dogs She neglected to come in for one of the night visits, leaving our two dogs alone for over hours They missed a meal, medication, and (we saw later) urinated on the rug When we asked the sitter about it, she said she did come in, but this is in direct contrast to our security system log, camera (independent from the security system), and Rover's own app where sitters leave 'cards' containing updates We reported to Rover, shared all of our evidence including screenshots and video clips, and they only offered us a half refund This will only cover a fraction of the cost of getting our rug professionally cleaned, which we had to do because the urine had soaked in for nearly two daysGiven that we are long-time customers in good standing, it's terrifying to think how they would handle cases with any hint of ambiguity
Rover.com advertises that they do background checks for their pet sittersHowever, their Terms of Service, section specifically states: "Identity and Background VerificationAll parties are responsible for providing true, accurate, current and complete information about yourself, and maintaining and promptly updating all such information so it remains true, accurate, and complete at all timesRover does not verify any such information, and it is the user’s sole responsibility to determine the identity and suitability of others who you may contact by means of the ServicesWe do not endorse any persons who use or register for our Services, including Pet Care Service ProvidersRover may provide or publish (through badges) identity and background information services offered by third parties (each a “Third Party Service”)Rover.com does not warrant or guarantee the accuracy, completeness, or usefulness of any information, and specifically disclaims liability and responsibilit
Hired a pet sitter via Rover to stay at my apartment with my dogs for nights (6/3/2018-6/5/2018)The sitter did NOT follow any of the care instructions left for her, did not provide enough water, left the dogs outside in the Arizona heat for over an hour (temperature was over that day), did not provide medications to my special needs dogThe sitter also had an uninvited guest in my apartment without informing in any way, said it was her boyfriend, both slept together in my bed and had intercourseSince medication was missing, one dog had multiple accidents inside, which the sitter attempted to clean with my hand towels and kitchen towelsLittle water and AZ heat caused both dogs to become dehydrated and started to over heat
Rover refuses to help pay for the damages to my apartment, vet bills, etcRover showed no sympathy for my animals or myselfOnly refunded my money
I have been trying to find a reliable dog sitter using RovercomThe first person named Donna C in Carlsbad, CA, was deceitful about the times she showed up to sit with my dogI came home unexpectedly early from a conference to find Donna C had left, without giving me noticeThe second person I chose named Christy Rfrom Carlsbad, CA, totally failed to show up for a scheduled appointmentSo far, I am very unimpressed with Rovercom
I hired a sitter for drvisits to feed my cat over Memorial Day Weekend I received the first Check In text several hours after she was supposed to feed the cat minutes later I received the Check Out text But my building confirmed that she NEVER SHOWED UP She claimed she got a phone call that her "mother was ill" after she Checked In--which begs the question: why are you Checking In before you even get to my home?? Doormen confirm she never showed Several hours later, she finally showed up (only after I called her out on sending the bogus Check In/Check Out messages) and I tried talking to her over the phone to find out what had happened earlier (i.ewhy the bogus text messages) and she was completely WASTED She was so drunk she couldn't carry on a conversation I told her to leave my apartment immediately and leave my keys with the doorman She proceeded to shove something down my toilet and flush it, causing it to overflow outside of the bathroom (I didn't discover this until I returned home the next day after cutting my trip short) and she never returned my keys I spent $to have my locks changed and $on maintenance and plumbers to fix the toilet, which took three separate appointments The most disgusting part of this whole experience was Rover's conduct Not only did they do absolutely nothing to this sitter, they deleted my negative review of her! They wouldn't provide any information about her, kept her on the site (thereby exposing other people to her), and will not reimburse anything because of course when you read the fine print of their insurance/reimbursement policy, it excludes costs to have locks changed, it forces you to pay the first $out of pocket, and also states that their insurance only kicks in after your own Rover was absolutely useless My only recourse is small claims court and because they won't provide any info about the sitter, they will have to be the plaintiff They only care about the sitters--which is obviously their 'bread and butter' The couldn't care less about the pet owners They are simply in business to make money I personally think they make a habit of deleting negative reviews--ever notice that every single sitter on their site has stars? After seeing that they deleted my review, now I know why
Hi ***,
Thank you for sharing your feedbackWe’re so sorry for any confusion regarding sitter cancellation policies, and please know that feedback from pet owners like you is super important to usTo clarify, Rover sitters manage everything about their businesses, including their own
cancellation policiesWe’re also here for you 24/if you have questions or need help, so don’t hesitate to reach back out anytime
All the best,
Courtney
Complaint: ***
I am rejecting this response because: I CONTACTED CUSTOMER SUPPORT ALREADYIN FACT, THE LACK OF CUSTOMER SUPPORT IS ONE OF THE BASIS OF MY COMPLAINT WITH THE Revdex.com ASKING ME TO CONTACT PART OF THE PROBLEM IS UNACCEPTABLEI DO WISH YOU WOULD TAKE THE TIME TO COMPLETELY UNDERSTAND MY COMPLAINT AND UTILIZE THE PROCESS AVAILABLE THROUGH THE Revdex.com I WILL NOT BE WITHDRAWING MY COMPLAINT UNTIL THIS IS CORRECTED THANK YOU
Sincerely,
*** ***
I had been a member of rover for years, doing dog sitting through them, and recently more activeI hadn't had any issues or complaints at all, until someone's dog managed to get out of their kennel, then opened the locked sliding door to my house (leaving my house exposed for who knows how long)After looking for this dog for hours in our neighborhood, AND notifying the owner, the dog was located at Animal Care ServicesRover told me all I had to do was submit my statement explaining what happened, and that would be itI provided them with every bit of information they asked for, and they told me they would pause my account while they looked into ittwo weeks later my account was still paused, and they had told me nothingSo I finally asked them on it, and their response was "oh sorry, we decided to close your account indefinitely, and you will not be able to use ANY of the services"I then asked if there was an appeal process I could do, and they told me no flat out
Imagine for a moment that you go away for daysYou book a sitter that you've used before, with good resultsYou trust that your animals are going to be cared forThe sitter even texts you to let you know that your animals are doing greatYou arrive home at the end of your trip only to find that your animals are hungry( because they were not fed), are thirsty( because their bowls are bone dry and they were not watered), have filthy litter boxes (because the litter was not cleaned once).....this is what I came home to after trusting Larisa, a Rover sitter, to care for themAs I texted to her, there is a special place in hell for people like thisUse at your own riskAs for me, never her again and never Rover againI literally paid to have my animals starved and neglected While I was issued a refund, she's still employed by them Also, she still has my key When I emailed Rover about the fact that I'd have to change my locks this was their response:
I'm so sorry that you still don't have your keys back We do have Premium Insurance which may be able to assist with this There is a $deductible and it's reimbursement based When you get your locks changed, if it's over the $deductible, you can email us your receipts and I can open a claim with our Trust & SafetyAll the best,
Katie LRover Support
I live in an apartment I have one lock Seriously?
BEWARE PLEASE READ !! I scheduled the drop in visits for yesterday and this morning and when my husband and I got home this morning , the sitter we hired never showed up and this is NOT OK as we have a year old dog with separation anxiety and the poor girl nobody checking in on her and I was charged for it , I called rover and they are going to reimburse me but this is just not OK ever !! We will never be using them again
I used this company once and was beyond satisfied bc I have a very volatile dog and the sitter managed to calm her aggressions like it was magicIt was unbelievable and I was able to watch my dog interact with other puppies for the first time ever (she's 6) I began crying when he sent me the video and then again as I saw it in Person .Confident I could go on vacation and leave her with him again, I started to book the stay and found out they deleted his account with no notice to me I'm having to cancel my vacation I used every resource I had to get in touch with him but he's Unavailable he did give me an explanation why, bs and Now I'm livid That's all I'll sayShame on your company
Hi ***, Thank you for sharing your feedback and we’re so sorry to hear that your sitter had to cancel your booking at the last minuteIf you need help finding a sitter, try our Rover Match program--we’ll help connect you with great sitters in your areaYou can reach our Match team at
https://www.rover.com/rover-match/All the best,Jenni S
Dear ***,As pet parents ourselves, we’re devastated any time a dog gets sickWe're deeply sorry that your dog, **, has passed away, and we also want to apologize for any additional frustration added to your existing grief caused by insurance issuesWe know insurance is the last thing you want to
worry about when your beloved pet has passed awayAs we explained in our previous communication, the claim submitted was deemed ineligible by our insurance provider due to, but not limited to, the timeframe that passed before it was reported and the inconclusive results of the root cause of *** passingWe know this wasn't the answer you were hoping for, and we'd love to help answer any more questions you havePlease don't hesitate to continue our original email thread, email us at ***@Rover.com, or call ***We're happy to help in any way we canSincerely,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Actually, Rover agreed to compensate me 1000$ in exchange of revoking any claims I have or can submit against them in the future per this incidentI have accepted that offerThanks
Sincerely, *** ***
I used Rover to book a local dog sitter for a stay between August and September Upon completion of the stay, the sitter did not return the keys to our home Despite repeated contacts, the sitter has not responded In addition, during the stay, the sitter caused damage to our wood floors by allowing dog urine to remain stagnant and uncleaned
In response to direct communication about the issue, Rover stated that their "Guarantee" does not cover these claims; though according to their online terms of guarantee, it is not excluded In short, Rover denied my claim under its Guarantee for no legitimate reason
Rover.com has a lot of work to do with their communication processI have been trying to be set up as a sitter for over a monthNo communication from themI always have to email them and then get the run aroundThere was no delay in processing my $fee for a background checkI'm actually not comfortable using this serviceIf I was to have any issues I don't feel they understand customer service and know how to communicate properlyI would not be a sitter for them or trust my dogs in the care of one of their sittersThe sitters are probably fine but if there is a problem no one on the Rover side knows how to deal with the slightest question never mind an emergency
I am writing about what
happened because I want to make others aware of what we all just went through,
and I want to make people aware that my and The Zoo's experience is FAR from an
isolated incident (though I do hope and pray our experience is one of the
last)Before you read on, please know that some of the details of what
happened are heart and gut wrenchingNothing is written below for drama's sake
or to shock and awe anyone --I'm merely sharing to raise awarenessAlso,
please know that The Zoo is all fine, now.......It took me until today to
write about this because a) I was focused on work and getting The Zoo all
better and b) I was admittedly traumatized by what happened and just needed
time to process it all before I could sit and put to page all the details
Please read on knowing that I have given plenty of deference to the sayings,
"hindsight is 20/20" and "in retrospect..." Yes, I now see
several things I could have done differently (ie; should have called the police
to do a wellness check after my neighbors told me the boys had been alone and
for at least hours; should have made sure my neighbors had a key...)...I
have learned many, many hard lessons through this experienceI do not want
anyone else to ever have to learn the hard way...so, here is what happened:
I had to travel for work
back in MarchMy regular amazing friend and Zoo-sitter was not available, so I
went on Rover.com. I viewed them as a trusted resource because a) I
know many people who have used them in the past b) they say that all sitters
have gone through background checks c) they say they care and guarantee their
care with a guaranteeSpecifically, the "Rover Guarantee" is plain
as face (pay particular attention to the last sentence):
"Simply put, the Rover Guarantee is our commitment to you in the rare
instance that something goes wrong during a bookingWe offer the Guarantee
because we believe that being there for our community is a fundamental part of
what it means to be The Dog People...The Rover Guarantee reimburses members
of our community for costs arising from certain injuries or damages that occur
during a service booked and paid through RoverThe injuries or damages must
result from care provided during a Rover stay or walk, and the Guarantee
reimburses in the event the sitter or walker is unwilling or unable to pay
those costsIn certain cases, the Guarantee may also be used to reimburse for
injuries to resident pets owned by sitters or dog walkers...what's covered? Vet
care for injuries to a “Rover Dog”—i.e., a pet owner's pet(s) in a sitter’s or
dog walker's care, custody, and control ..."
I chose a sitter who
said they lived in a city nearby -a very well respected cityI chose this
sitter because their reviews were all five starsI chose this sitter because I
trusted that Rover.com didn't let anyone bad on their siteI chose
this sitter because they had indicated that they understood how important The
Zoo is to me, how important the zoo's routine is, and how important it was for
me to hear from them (sitter) on a daily basisI chose this sitter because I
trusted that they truly cared about treating animals, my family, wellI chose
this sitter because they said that The Zoo was their only job and that the
longest The Zoo would ever be without their care and companionship would maybe
be a couple hours each day (sitter was staying at my house)
The first day I was
gone, I left my house around 5:in the a.mSitter was to arrive by a.m
I checked in around 9:a.mbecause I hadn't heard from sitterSitter
returned my text a couple hours later --said they were sleepingSitter sent
pictures and lots of texts, so I felt relievedThe next day, I didn't hear
from sitter and it was around 2:pm MST, so I sent a text to check inSitter
wrote back one text to say "Yeah we all slept really well..." The
next day, I didn't hear from sitter, so at a.m., I sent a text to check in
A couple hours later, sitter finally respondedOn this same day, my neighbors
called me (side note: because there was going to be a strange car at my house,
I had alerted neighbors that I would be away...they said, "OK, we'll keep
an eye on things.") My neighbor called because she said they were really
concerned because they hadn't heard "the boys outside at all" (my
neighbors have a German Shepard puppy and every time my boys go out into my
yard, their dog barks and barks -he hadn't barked)My neighbor reported that
she hadn't seen the dog sitter all day -my heart droppedMy neighbor went to
look in my front door and could see ***She knocked on the door and he
didn't move and no one else barkedMy heart started pounding...I gave my
neighbor the code to my garage, so she went in (sitter's car wasn't there) and
tried to get into my house but the door was bolted shutThe Zoo still wasn't
making any noise (The Zoo ALWAYS gets super excited when someone is at the
door)What I felt in that moment is simply Indescribable via wordsMy
neighbor went back to the front door and knocked again...this time ***
moved and she could hear others barking...Trying to discern what to do, I
sent a text to the sitter to ask if sitter was ok, if it was too much work,
etcI tried to keep it lighthearted because I was scared sitter would hurt The
Zoo if sitter knew my neighbors had called meLater the sitter responded with
a picture of sitter and Little Little (cat), as if sitter was hanging out in my
living room --the fact is, sitter wasn't in my living room...sitter wasn't even
at my house (at this point, my neighbors had started watching for sitter's
coming and going)Because of my neighbors I know the zoo was left alone at
times for At Least hoursNone of my friends or neighbors had an extra key,
so I did what I had to do in order to just get home to my babies...I texted
sitter as if nothing was up and just tried to encourage them that it if was too
much work to let me knowno indication from sitter that they were doing
anything wrongexcept for sitter finally texted to tell me that ***'
stomach was making Extremely Loud NoisesHe was in gastric distress and I
knew it was bc of sitter’s neglect, but I didn't want to set off alarm in
sitter and risk further harm, so I encouraged sitter to feed some cat food to
***(I just wanted to get home to my babies and take them all into my
armsI wanted sitter to do the least amount of harm in the meantimeBecause
I could tell something was seriously wrong with this person, that is why I
tread so lightly in my text message responses to themin retrospect, I would
have done it differently)Thank God for my neighbors who were updating me
daily to let me know how long The Zoo was left alone --*** and *** were
without access to food and water whenever sitter was gone
When I got home, what I
found was seriously disturbingThe smell was overwhelmingSitter hadn't
scooped the litter boxes once in days (the "dirty litter" bag
that I had left sitter contained only what I had scooped on the morning I
left); sitter had smeared poop into the floor rather than cleaning it up (not
to mention, my boys don't poop in the house); sitter had tossed cigarette butts
onto the deck and before I knew they were there, *** ate one when I let him
outside; there was old food in the oven and the dishwasher was plugged up with
food; there was puke on the kitchen counter...but forget all that...because
what was most disturbing was the state of The Zoo***' eyes were a DEEP RED
the likes I have never seen before and he was shaking uncontrollably***
was limping*** was literally cry/yelpingAnd ***, who usually is super
exuberant and jumps up on people to greet them...he just shivered with his tail
between his legsThe boys all had poop in their rear feathers (long fur on
Setters is referred to as "feathers")… The girls (cats) didn't come
out at all for the first few hours after I got homeThe back yard was full of
diarrhea and poop (sitter was supposed to scoop once/day -with dogs, you have
to)It took me and a dear friend nearly hours to scoop all the poop and
diarrhea (To note: most of the poop had been stepped in, which is dangerous bc
it can cause worms, not to mention it was tracked into the houseSitter was
asked to please wipe their paws each time they come in -the boys are so good
and come in one at a time, let me wipe their paws...it takes all of 2-
minutes)
Back to The Zoo --when I
got home and let the boys out, they ALL had diarrhea...so I went to the store
to buy some organic chicken and rice to boil up for themAs usual, when I left
for the store, *** and Kip went in their crate, and *** wanted to go in it,
too (it's a very big crate); they all huddled up, as they sometimes doAs
usual, I told them, "I love you, be good, be cute, I'll be home
soon." I was back in under minutesWhen I opened the door, I couldn't
believe the smellAs I walked towards the crate, I kept my eyes peeled for the
poop I smelled...but it turned out that it was IN the crate*** had had
massive diarrhea (deduced it was him b/c of how much he had all over his bum
and tail)In the entire time I have been ***' mom, he has NEVER ever ever
messed in his crateHe was so stressed because left him for minutesAll
four boys were then bathed, fed chicken and rice and went to bedI stayed up
cleaning until in the a.m...and then *** urgently needed to go
o-u-t...that night I was up a total of times to let the boys out urgentlyI
thought everything would clear up after some chicken and rice...I was wrongIt
was clear they were all very sick, so I took them to the vet
This next part is very
hard for me to type, so I'm just going to type what my vet wrote in a summary
of the visits that she documented in their charts and in a letter
to Rover.com: "...***, ***, ***, and *** were
brought into our clinic for examsOn physical exam they were all bright,
alert, and responsive but stressed to be in the exam, their body condition was
but all appeared somewhat dull and dehydrated with loss of skin turgor
and dry tacky mucus membranesThey all had feces staining around their rectum
from the diarrhea and *** was particularly painful throughout his abdomen
***, who has severe arthritis, was very lame on all limbs and appeared
weak and had a difficult time getting up and laying downA complete blood
panel was performed on *** that showed elevated Lipase, suggestive of
gastroenteritisA fecal sample was negative for intestinal parasites and
giardiaAssessment for all four patients was dehydration and gastroenteritis
and colitis with the differential diagnosis being dietary indiscretion, toxin
ingestion, or severe stressThey were all treated with subcutaneous fluids,
metronidazole and a probioticAnd *** and *** were also treated with
anti-nausea medications*** has since returned for continuing diarrhea...he
was again treated for colitis with a longer course of treatmentThere have
been no previous gastrointestinal issues with any of the four of them and they
were all evaluated as healthy animals at their most recent wellness exams
Given that, and the absence of other diagnostic findings, I presume that their
symptoms of dehydration, diarrhea and vomiting were attributed to stress from
being neglected, inappropriate ingestion of foods or toxins or improper
medicating."
I had a similar experienceIt seems Rover cares more about their pocket book than about the welfare and safety of the dog sitter and the dogs that are being boarded for those that board pets in their homeI have been a sitter on Rover for over two years and recently had my account suspended due to ended a sit one night early due to a dog that was aggressive towards other dogsI was told by the owner that the dog got along with other dogs and the dog couldn't even get along with large sized five month puppies! Second case, I had a similar experience about a month or so before that of a similar owner who said her dog got along with other dogs too, but she told me her dog had never been boarded before and since I was familiar with her breed who tends to have anxiety I wanted to do a trial sit with the puppy I had at the house for a couple of hours to see how it would goWell, she brought the dog over and the dog tried to attack the puppy! So, I said it looks like your dog is too stressed in a boarding environment and is NOT good with other dogs(Hello! That is why I had done a trial sit/daycare)I offered the lady to board her dog alone at a higher rate or to sit in her home and care for the dog there, but she wasn't interestedBoth times, Rover didn't give me any feedback both times! They send you a survey after each cancellation which just asks you if you had a meet and greet and what happened and what would you do next timeThere is certainly no education from them telling you what you should do next time or whateverThey give you no warning that they are going to suspend your account or that you are doing anything wrongIn any event, due to those situations of turning away "aggressive dogs" Rover wanted to terminate their relationship with me as a 5-star sitter who has worked with them over yearsUnbelievable! In my spare time I sometimes volunteer with a local dog trainer so I know when a dog is displaying dangerous signs and the fact that they would rather I keep a dangerous dog in my house while stressing out the other pets that I'm suppose to be caring for is just not only ridiculous, but irresponsible! I told other pets sitters about this and one of my good clients who happens to also be a good friend of mine couldn't believe itIt just goes to show you that they care more about getting the bookings of the sits no matter what the cost isRover.com you should be ashamed of yourself!
Our dog is dead!
After carefully searching, checking reviews and references and interviewing candidates, we hired someone ?we thought was an? experienced dog and house sitter to live in our home? for our week vacation out of the countryWe found Nella M*** on Nextdoor and she had all the qualificationsWhen we interviewed her she proudly stated that she gets most of her business dog sitting and her doggy day-care from rover.com where they emphasize safety
On our first day away she locked out one of our three precious little dogs, our beloved, defenseless ?senior 5lb.?pom rescue in the dog run at bedtimeEvidence shows Foxy was mauled and killed by a coyote
We reported the incident to supervisors at rover.com, since they were ?promoting Nella M*** ?as a trusted and safe dog sitter?There were ?other issues but they pale in comparison to allowing our sweet Foxy to meet with such a violent death, all due to carelessly leaving her outside and "counting heads" while the door to the dog run was left OPEN, and not looking outside before locking the door.?
Nella called it an “honest mistake.” The supervisor at rover.com said they could not tell us what action they were going to take but would investigate ?the incidentThe lady we spoke to sounded very sympathetic about our loss.?
Now, weeks later,? Nella is still featured on the siteWith a dog dead while in Nella's care, you would have thought that they would at least temporary suspend her until they could investigate to protect their customers even if we did not find her on rover.com
In my opinion, rover.com is more interested in their cut of her fees than they are the safety of our dogs
We have been Rover clients for nearly two years and overall experience was fine until we had to submit a complaint Then, Rover handled things extremely poorly and unprofessionally We were out of state for the weekend and used a new sitter (highly rated on the Rover app) for drvisits We were very explicit via the app about the days and times for her to stop by for our two dogs She neglected to come in for one of the night visits, leaving our two dogs alone for over hours They missed a meal, medication, and (we saw later) urinated on the rug When we asked the sitter about it, she said she did come in, but this is in direct contrast to our security system log, camera (independent from the security system), and Rover's own app where sitters leave 'cards' containing updates We reported to Rover, shared all of our evidence including screenshots and video clips, and they only offered us a half refund This will only cover a fraction of the cost of getting our rug professionally cleaned, which we had to do because the urine had soaked in for nearly two daysGiven that we are long-time customers in good standing, it's terrifying to think how they would handle cases with any hint of ambiguity
Rover.com advertises that they do background checks for their pet sittersHowever, their Terms of Service, section specifically states: "Identity and Background VerificationAll parties are responsible for providing true, accurate, current and complete information about yourself, and maintaining and promptly updating all such information so it remains true, accurate, and complete at all timesRover does not verify any such information, and it is the user’s sole responsibility to determine the identity and suitability of others who you may contact by means of the ServicesWe do not endorse any persons who use or register for our Services, including Pet Care Service ProvidersRover may provide or publish (through badges) identity and background information services offered by third parties (each a “Third Party Service”)Rover.com does not warrant or guarantee the accuracy, completeness, or usefulness of any information, and specifically disclaims liability and responsibilit
Hired a pet sitter via Rover to stay at my apartment with my dogs for nights (6/3/2018-6/5/2018)The sitter did NOT follow any of the care instructions left for her, did not provide enough water, left the dogs outside in the Arizona heat for over an hour (temperature was over that day), did not provide medications to my special needs dogThe sitter also had an uninvited guest in my apartment without informing in any way, said it was her boyfriend, both slept together in my bed and had intercourseSince medication was missing, one dog had multiple accidents inside, which the sitter attempted to clean with my hand towels and kitchen towelsLittle water and AZ heat caused both dogs to become dehydrated and started to over heat
Rover refuses to help pay for the damages to my apartment, vet bills, etcRover showed no sympathy for my animals or myselfOnly refunded my money
I have been trying to find a reliable dog sitter using RovercomThe first person named Donna C in Carlsbad, CA, was deceitful about the times she showed up to sit with my dogI came home unexpectedly early from a conference to find Donna C had left, without giving me noticeThe second person I chose named Christy Rfrom Carlsbad, CA, totally failed to show up for a scheduled appointmentSo far, I am very unimpressed with Rovercom
Sucky! Terrible! They judge as a sitter based on one side of Story! Do not sign up!!! Do not use Rovwr for boarding
I hired a sitter for drvisits to feed my cat over Memorial Day Weekend I received the first Check In text several hours after she was supposed to feed the cat minutes later I received the Check Out text But my building confirmed that she NEVER SHOWED UP She claimed she got a phone call that her "mother was ill" after she Checked In--which begs the question: why are you Checking In before you even get to my home?? Doormen confirm she never showed Several hours later, she finally showed up (only after I called her out on sending the bogus Check In/Check Out messages) and I tried talking to her over the phone to find out what had happened earlier (i.ewhy the bogus text messages) and she was completely WASTED She was so drunk she couldn't carry on a conversation I told her to leave my apartment immediately and leave my keys with the doorman She proceeded to shove something down my toilet and flush it, causing it to overflow outside of the bathroom (I didn't discover this until I returned home the next day after cutting my trip short) and she never returned my keys I spent $to have my locks changed and $on maintenance and plumbers to fix the toilet, which took three separate appointments The most disgusting part of this whole experience was Rover's conduct Not only did they do absolutely nothing to this sitter, they deleted my negative review of her! They wouldn't provide any information about her, kept her on the site (thereby exposing other people to her), and will not reimburse anything because of course when you read the fine print of their insurance/reimbursement policy, it excludes costs to have locks changed, it forces you to pay the first $out of pocket, and also states that their insurance only kicks in after your own Rover was absolutely useless My only recourse is small claims court and because they won't provide any info about the sitter, they will have to be the plaintiff They only care about the sitters--which is obviously their 'bread and butter' The couldn't care less about the pet owners They are simply in business to make money I personally think they make a habit of deleting negative reviews--ever notice that every single sitter on their site has stars? After seeing that they deleted my review, now I know why
Hi ***,
Thank you for sharing your feedbackWe’re so sorry for any confusion regarding sitter cancellation policies, and please know that feedback from pet owners like you is super important to usTo clarify, Rover sitters manage everything about their businesses, including their own
cancellation policiesWe’re also here for you 24/if you have questions or need help, so don’t hesitate to reach back out anytime
All the best,
Courtney
Complaint: ***
I am rejecting this response because: I CONTACTED CUSTOMER SUPPORT ALREADYIN FACT, THE LACK OF CUSTOMER SUPPORT IS ONE OF THE BASIS OF MY COMPLAINT WITH THE Revdex.com ASKING ME TO CONTACT PART OF THE PROBLEM IS UNACCEPTABLEI DO WISH YOU WOULD TAKE THE TIME TO COMPLETELY UNDERSTAND MY COMPLAINT AND UTILIZE THE PROCESS AVAILABLE THROUGH THE Revdex.com I WILL NOT BE WITHDRAWING MY COMPLAINT UNTIL THIS IS CORRECTED THANK YOU
Sincerely,
*** ***