I hired a dogs sitter to sit Friday after before to sat I met her she advices me that she was not taking zoology in college and doesn't know about vet schoolI picked her because this is what rover had in her bioI proceeded to introduce her and asked if she was able to be here the entire time we were gone as the dogs get stressed being in their cages long periods of timeShe assured me she would be here the entire timeShe never showed I text her and rover no response from rover she text me and hour later said she was here but someone was here so she leftShe knew my daughter would be here till she came she hadn't comeMy daughter fed the dogs, sitter came and was here min and leftI text her asked how the dogs were she said real good I asked if she was at my home she said I amWell I have a security system and camera, she wasn't there it was after 9pm and she liedI text rover again no responseI had to call everyone I could find give them the code to my house t
My dog was watched by a rover sitter July 28-32, He wasn’t fed his specified special diet and came back with hot spots on his legs and paws caused by not eating his special foodBecause of this I have had to pay $in vet bills plus my dog’s pain for his treatmentHe is on steroids to treat the spots and meds for his stomach to prevent ulcers from not having his diet followed against my wishesI contacted rover.com and they say I have to be out over $in vet bills before they will reimburse but if their sitter had followed my directions for my pet I wouldn’t have had to take him to the vet and incur any bills at allI want a refund of the $i paid for the sitting fee plus my vet bills back
I had a terrible experience with the company and will NEVER recommend this service to anyoneFirst, I had a very difficult time finding a sitter anyways using this service which is discouraging to begin with because they advertise themselves as "reliable" unfortunately this is just where my problem startedTo begin with we had booked a sitter and she had informed me that she was unavailable however, her grandpa could watch him, which was a little weird but when I met him he seemed so I proceeded with the drop offUpon receiving my beloved animal back my boyfriend had spotted some very visible bumps on our pet who clearly could not stop scratching while going home which was weird because the sitter NEVER told us about any abnormalities with our pet (which of course made us question the level of care that he was even given), and considering this service has "insurance to cover your pet" we didn't know why we were not contacted especially since this could have been something tha
I had a terribly upsetting experience with someone from Rover.com two weeks ago and more of a problem with how the staff at Rover.com handled it I paid for two nights of House Sitting with someone who had a very good review from Rover.com She was given a full page of instructions, shown her guest room and bath and we went over all of our senior dog's needsShe lied about when she arrived the first time to our home- saying she was there at 2:when we checked the Ring device on our garage, she didn't arrive till 4PM She was supposed to stay the rest of the day and all through the night, instead she left at 4:23PM and did not return till the next morning at 8:30AM My dog suffers from separation anxiety already and this put him in a real tailspin- literally His back had already had problems (herniated discs which he had recovered from to 95%) suddenly when we got home, he could not walk again and could only propel himself by his front legs Even the second day, the sitter arrived at 8:34, left soon after, returned a few times during the day and left for the night at 6PM when she was supposed to stay all night She returned the next morning at 10:AM and was surprised to find that he had soiled himself She left before we got home at 2: When I asked her via text if she stayed over as the bed she was supposed to use looked untouched, she admitted she hadn't stayed over
I contacted Rover.com and they sent me to their trust and support department I was assigned someone who would be contacting me shortly I then heard from other people in the department who said that the person I was assigned was out that day but she would contact me asap She never did I sent them the timeline from my Ring device to show the times she came and went They never contacted me again I called them and was told they couldn't discuss the case with me! She is still listed on their site We are very upset that they allow someone to remain on their list who is actually cruel to animals
Hi [redacted],
Thank you for sharing your experience. We’re so sorry for the frustration you experienced and for any confusion about sitter cancellation policies. Each Sitter on Rover is running their own small business and sets their own cancellation and refund policies, which you can read about at...
rover.com/help. If you have a concern about a cancellation or refund, we encourage you to contact your sitter for resolution first, and I see that your sitter has approved a 100% refund for this stay. If you have any further questions or concerns, don’t hesitate to let us know.
All the best,
Courtney
Hi [redacted], As fellow pet lovers, we absolutely understand how devastating it is to find out your pet is lost. We’re so glad that [redacted] is back home and safe with you. Our team has privately discussed with you our insurance policy and we will take your feedback into serious consideration going...
forward. Thank you for voicing your concerns—feedback from pet parents like you helps us to continually improve. We remain available 24/7 to answer any further questions.All the best,Kate H.
I wanted to first and foremost express my sincere apologies about [redacted]’s injuries from his recent stay with Ashley. Safety is our number one concern here at Rover and we are aware that [redacted]’s care wasn’t up to our standards sitters typically provide; due to this, we were able to provide a full refund...
We also followed up with [redacted] about the nature of this stay as this is something we take very seriously. Per our insurance policy, we take care of any costs that are incurred over $250. I do see that the vet costs were $140, so we wanted to cover half of the cost, so I will be refunding $70 towards your vet bills. I know that that this whole situation had been frustrating and we truly hope [redacted] is feeling better!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hi [redacted],Thank you for taking the time to reach out—we are so sorry to hear about this experience. Dog safety is our top priority and we take complaints of this nature very seriously. I see that you have been working with our support team and that we are currently awaiting further documentation from...
you in order to move forward. We look forward to hearing from you, and if you have any additional questions please don't hesitate to get in touch.All the best,Jenni S.
Hello [redacted],
We are all incredibly saddened about [redacted] passing. From all of us at Rover.com, where our pets are our families, please accept our heartfelt sympathies for your loss.
Although it will not bring your beloved dog back, please know that pet safety is taken seriously at Rover, and the...
sitter in question was removed from our platform.
We would sincerely like to connect with you directly, so should you feel ready, please do not hesitate to call our Trust & Safety team at[redacted], email us at [redacted]@Rover.com, or respond directly to the email we sent on September 19, 2015. Our thoughts are with you.
Sincerely,
Rover Support
Complaint: [redacted]
I am rejecting this response because: Rover is not accepting any responsibility even though I called them and put them on notice. In addition the walker breached the walking contracts. In Virginia, I am not obligated to pay for any services as they were never completed. It is pretty straight forward actually. You don’t do the job you don’t get paid. Pretty fundamental business structure.
Sincerely,
[redacted]
Hi [redacted], I am sorry that you’ve rejected our previous response. If there is anything that we can do to help resolve this situation, please don’t hesitate to reach out and let us know. I know how frustrating that it is to have to deal with a sitter canceling at the last minute and can only say how sorry we are that you had this experience. I also want to say that this is far from the normal Rover experience, in fact, less than 0.02% of all stays are cancelled by the sitter at the last minute. Again, if there is anything that we can do for you, please let us know. All the best,Jenni S.
Hi [redacted], We are so sorry to hear about your dog passing away and our hearts go out to you. I see that you are currently working with our Trust & Safety team and if you’d like further support we’re available 24/7 at 888-727-1140.All the best,Jenni S.
Hi [redacted],
Thank you for sharing your experience. We're so sorry for any confusion around what the included insurance covers. Generally, accidents and marking are considered an inherent part of pet sitting, and the insurance offered with Rover bookings is intended primarily to protect pets in...
emergency situations.
As a further apology for the confusion we would like to take another look at the 25% reimbursement for cleaning we initially offered. Please reach out and we'll work with you to find a more agreeable solution. We'd really like to help and are looking forward to hearing from you.
All the best,
Courtney
Hi [redacted], We’re so sorry to hear that this was your experience and we hope that your dog is doing well now. We would like to hear more about what happened and work with you to resolve this issue. Please contact Rover Support at 888-453-7889--we’re available 24/7 to help. All the best,Jenni S.
Hi [redacted]We apologize for any frustration you have experienced and for any missed communications on our part. We do our best to investigate situations like this as thoroughly as possible the first time around, which is why these decisions are final. We appreciate your time on Rover and wish you the...
best with your future endeavors. If you have any remaining questions, feel free to give us a call anytime at [redacted]All the best,
We understand your frustration and assure you we did not make this decision lightly. Dog safety is our top priority, and we err on the side of caution when it comes to their well-being. Due to issues reported by your clients, we will not be re-activating your services. We...
wish you the best of luck with your future endeavors.
Hi [redacted],Thank you for sharing your experience and taking the time to reach out. The third-party insurer we work with is unfortunately not able to cover this particular claim, and we're so sorry for any confusion about what the insurance included with Rover bookings covers. We will work to make that...
clearer in the future to better support our community, and appreciate this feedback immensely. If you have any remaining questions or concerns, don't hesitate to reach out to our 24/7 support team at 888-453-7889.All the best,Jenni
Complaint: [redacted]
I am rejecting this response because: This is contradictory to information previously provided and does not resolve the dangerous issue
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because my reservation was booked through Rover.com and documented through a chain of email exchanges. In addition, the specific days and amount was added my Rover account and calendar as the sitter accepting the job. I asked the sitter if I needed to add payment to confirm but she said not to do so until after I dropped off my dog. I spent a week exchanging messages only to have her cancel 3 days before. When I called customer service, the agent asked for my credit card information and claimed he would find a new sitter. Obviously, I did not give my credit card information over the phone(leadership acknowledged that is against protocol to say the least) and by the time Rover.com got back to with a sitter, it was past 24 hours. Leadership team did respond but did not hold any of the sitters responsible or rectify the situation.
Sincerely,
[redacted]
I hired a dogs sitter to sit Friday after before to sat I met her she advices me that she was not taking zoology in college and doesn't know about vet schoolI picked her because this is what rover had in her bioI proceeded to introduce her and asked if she was able to be here the entire time we were gone as the dogs get stressed being in their cages long periods of timeShe assured me she would be here the entire timeShe never showed I text her and rover no response from rover she text me and hour later said she was here but someone was here so she leftShe knew my daughter would be here till she came she hadn't comeMy daughter fed the dogs, sitter came and was here min and leftI text her asked how the dogs were she said real good I asked if she was at my home she said I amWell I have a security system and camera, she wasn't there it was after 9pm and she liedI text rover again no responseI had to call everyone I could find give them the code to my house t
My dog was watched by a rover sitter July 28-32, He wasn’t fed his specified special diet and came back with hot spots on his legs and paws caused by not eating his special foodBecause of this I have had to pay $in vet bills plus my dog’s pain for his treatmentHe is on steroids to treat the spots and meds for his stomach to prevent ulcers from not having his diet followed against my wishesI contacted rover.com and they say I have to be out over $in vet bills before they will reimburse but if their sitter had followed my directions for my pet I wouldn’t have had to take him to the vet and incur any bills at allI want a refund of the $i paid for the sitting fee plus my vet bills back
I had a terrible experience with the company and will NEVER recommend this service to anyoneFirst, I had a very difficult time finding a sitter anyways using this service which is discouraging to begin with because they advertise themselves as "reliable" unfortunately this is just where my problem startedTo begin with we had booked a sitter and she had informed me that she was unavailable however, her grandpa could watch him, which was a little weird but when I met him he seemed so I proceeded with the drop offUpon receiving my beloved animal back my boyfriend had spotted some very visible bumps on our pet who clearly could not stop scratching while going home which was weird because the sitter NEVER told us about any abnormalities with our pet (which of course made us question the level of care that he was even given), and considering this service has "insurance to cover your pet" we didn't know why we were not contacted especially since this could have been something tha
I had a terribly upsetting experience with someone from Rover.com two weeks ago and more of a problem with how the staff at Rover.com handled it I paid for two nights of House Sitting with someone who had a very good review from Rover.com She was given a full page of instructions, shown her guest room and bath and we went over all of our senior dog's needsShe lied about when she arrived the first time to our home- saying she was there at 2:when we checked the Ring device on our garage, she didn't arrive till 4PM She was supposed to stay the rest of the day and all through the night, instead she left at 4:23PM and did not return till the next morning at 8:30AM My dog suffers from separation anxiety already and this put him in a real tailspin- literally His back had already had problems (herniated discs which he had recovered from to 95%) suddenly when we got home, he could not walk again and could only propel himself by his front legs Even the second day, the sitter arrived at 8:34, left soon after, returned a few times during the day and left for the night at 6PM when she was supposed to stay all night She returned the next morning at 10:AM and was surprised to find that he had soiled himself She left before we got home at 2: When I asked her via text if she stayed over as the bed she was supposed to use looked untouched, she admitted she hadn't stayed over
I contacted Rover.com and they sent me to their trust and support department I was assigned someone who would be contacting me shortly I then heard from other people in the department who said that the person I was assigned was out that day but she would contact me asap She never did I sent them the timeline from my Ring device to show the times she came and went They never contacted me again I called them and was told they couldn't discuss the case with me! She is still listed on their site We are very upset that they allow someone to remain on their list who is actually cruel to animals
Hi [redacted],
Thank you for sharing your experience. We’re so sorry for the frustration you experienced and for any confusion about sitter cancellation policies. Each Sitter on Rover is running their own small business and sets their own cancellation and refund policies, which you can read about at...
rover.com/help. If you have a concern about a cancellation or refund, we encourage you to contact your sitter for resolution first, and I see that your sitter has approved a 100% refund for this stay. If you have any further questions or concerns, don’t hesitate to let us know.
All the best,
Courtney
Hi [redacted], As fellow pet lovers, we absolutely understand how devastating it is to find out your pet is lost. We’re so glad that [redacted] is back home and safe with you. Our team has privately discussed with you our insurance policy and we will take your feedback into serious consideration going...
forward. Thank you for voicing your concerns—feedback from pet parents like you helps us to continually improve. We remain available 24/7 to answer any further questions.All the best,Kate H.
I wanted to first and foremost express my sincere apologies about [redacted]’s injuries from his recent stay with Ashley. Safety is our number one concern here at Rover and we are aware that [redacted]’s care wasn’t up to our standards sitters typically provide; due to this, we were able to provide a full refund...
We also followed up with [redacted] about the nature of this stay as this is something we take very seriously. Per our insurance policy, we take care of any costs that are incurred over $250. I do see that the vet costs were $140, so we wanted to cover half of the cost, so I will be refunding $70 towards your vet bills. I know that that this whole situation had been frustrating and we truly hope [redacted] is feeling better!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hi [redacted],Thank you for taking the time to reach out—we are so sorry to hear about this experience. Dog safety is our top priority and we take complaints of this nature very seriously. I see that you have been working with our support team and that we are currently awaiting further documentation from...
you in order to move forward. We look forward to hearing from you, and if you have any additional questions please don't hesitate to get in touch.All the best,Jenni S.
Hello [redacted],
We are all incredibly saddened about [redacted] passing. From all of us at Rover.com, where our pets are our families, please accept our heartfelt sympathies for your loss.
Although it will not bring your beloved dog back, please know that pet safety is taken seriously at Rover, and the...
sitter in question was removed from our platform.
We would sincerely like to connect with you directly, so should you feel ready, please do not hesitate to call our Trust & Safety team at[redacted], email us at [redacted]@Rover.com, or respond directly to the email we sent on September 19, 2015. Our thoughts are with you.
Sincerely,
Rover Support
Complaint: [redacted]
I am rejecting this response because: Rover is not accepting any responsibility even though I called them and put them on notice. In addition the walker breached the walking contracts. In Virginia, I am not obligated to pay for any services as they were never completed. It is pretty straight forward actually. You don’t do the job you don’t get paid. Pretty fundamental business structure.
Sincerely,
[redacted]
Hi [redacted], I am sorry that you’ve rejected our previous response. If there is anything that we can do to help resolve this situation, please don’t hesitate to reach out and let us know. I know how frustrating that it is to have to deal with a sitter canceling at the last minute and can only say how sorry we are that you had this experience. I also want to say that this is far from the normal Rover experience, in fact, less than 0.02% of all stays are cancelled by the sitter at the last minute. Again, if there is anything that we can do for you, please let us know. All the best,Jenni S.
Hi [redacted], We are so sorry to hear about your dog passing away and our hearts go out to you. I see that you are currently working with our Trust & Safety team and if you’d like further support we’re available 24/7 at 888-727-1140.All the best,Jenni S.
Hi [redacted],
Thank you for sharing your experience. We're so sorry for any confusion around what the included insurance covers. Generally, accidents and marking are considered an inherent part of pet sitting, and the insurance offered with Rover bookings is intended primarily to protect pets in...
emergency situations.
As a further apology for the confusion we would like to take another look at the 25% reimbursement for cleaning we initially offered. Please reach out and we'll work with you to find a more agreeable solution. We'd really like to help and are looking forward to hearing from you.
All the best,
Courtney
Hi [redacted], We’re so sorry to hear that this was your experience and we hope that your dog is doing well now. We would like to hear more about what happened and work with you to resolve this issue. Please contact Rover Support at 888-453-7889--we’re available 24/7 to help. All the best,Jenni S.
Hi [redacted]We apologize for any frustration you have experienced and for any missed communications on our part. We do our best to investigate situations like this as thoroughly as possible the first time around, which is why these decisions are final. We appreciate your time on Rover and wish you the...
best with your future endeavors. If you have any remaining questions, feel free to give us a call anytime at [redacted]All the best,
Hi [redacted],
We understand your frustration and assure you we did not make this decision lightly. Dog safety is our top priority, and we err on the side of caution when it comes to their well-being. Due to issues reported by your clients, we will not be re-activating your services. We...
wish you the best of luck with your future endeavors.
All the best,
Courtney
Hi [redacted],Thank you for sharing your experience and taking the time to reach out. The third-party insurer we work with is unfortunately not able to cover this particular claim, and we're so sorry for any confusion about what the insurance included with Rover bookings covers. We will work to make that...
clearer in the future to better support our community, and appreciate this feedback immensely. If you have any remaining questions or concerns, don't hesitate to reach out to our 24/7 support team at 888-453-7889.All the best,Jenni
Complaint: [redacted]
I am rejecting this response because: This is contradictory to information previously provided and does not resolve the dangerous issue
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because my reservation was booked through Rover.com and documented through a chain of email exchanges. In addition, the specific days and amount was added my Rover account and calendar as the sitter accepting the job. I asked the sitter if I needed to add payment to confirm but she said not to do so until after I dropped off my dog. I spent a week exchanging messages only to have her cancel 3 days before. When I called customer service, the agent asked for my credit card information and claimed he would find a new sitter. Obviously, I did not give my credit card information over the phone(leadership acknowledged that is against protocol to say the least) and by the time Rover.com got back to with a sitter, it was past 24 hours. Leadership team did respond but did not hold any of the sitters responsible or rectify the situation.
Sincerely,
[redacted]