Hi [redacted],
Thanks for following up. We checked with our Trust & Safety team, and the claim that was opened has recently been resolved: You've been refunded in full and your insurance claim has been approved.
If you have additional questions and/or concerns, please call our Trust & Safety team directly at [redacted]. They'd be happy to answer your questions and make sure you have everything you need.
All the best,
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]
Thanks so much for sharing this feedback. Rover’s current policy is to conduct a background check on every sitter or walker on the platform. If you have further concerns about this, or if you’d like to discuss an experience you’ve had with a sitter or walker on Rover, please don’t...
hesitate to get in touch. We’re happy to help.
All the best,
[redacted]
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],
As pet parents and dog lovers ourselves, we’re so sorry for any discomfort your dog experienced from his allergic reaction. We completely understand your frustration, and while the insurance offered with every booking has a minimum deductible that this situation unfortunately does...
not meet, please know that we’re here for you. If you have any questions at all, don’t hesitate to follow up directly with our Trust & Safety team.
All the best,
Courtney
Hi [redacted], I am sorry to see that our response was rejected. Though we will not be changing our policy, we are available if you need anything else. You can reach us 24/7 at [redacted] or rover.com/help.All the best,Jenni S.
Hi [redacted],We appreciate hearing more for you, and apologize for any confusion. Since all dog walkers on Rover are independent contractors running their own businesses, the appropriate next step is to seek a resolution with your dog walker in Rover’s Resolution Center. We’re here to support you along the way if you have questions or concerns. If you are ready to open a case in the Resolution Center, please let us know and we would be happy to facilitate that for you.All the best,Jenni S.
Complaint: [redacted]I am rejecting this response because:
Your guidelines are clearly stated online. If I had wanted only 3-5 minute visits from the sitter, I would have clearly stated it and we would have arranged a different fee agreement. Instead, I expected her to follow the very clearly stated guidelines provided by you and paid her (through your site) accordingly. I love how you mention that she provided premium service during her 3 minute visits. I will be sure to let everyone know that you consider this premium service .
Sincerely,[redacted]
Thank you for reaching out. We're sorry to hear you had a negative experience with Rover. To follow up on our earlier conversation, we would love to help you get your money directly deposited into your bank account. Please let us know if you have any trouble getting the information you need. We're...
happy to help!We're dedicated to helping our sitters grow their dog-sitting businesses, and your feedback helps us learn what we can do better. If you have any more questions, please reach out to us at [redacted] or [redacted]@Rover.com.
As dog lovers, we are devastated by [redacted] passing. We know that the loss of a dog is the loss of a family member, and we take very seriously any complaint about a sitter whose services are listed on Rover. While there's nothing we can do to bring your beloved dog back, we'll...
continue to work with you and assist in any way we can.
All the best,
Hi [redacted], Thank you for sharing your feedback. I am sorry to hear about this experience but I am glad that you are safe. We completely understand where you are coming from, however our policy is to never remove reviews. This ensures transparency and honesty within the Rover community. Your...
experience is far from the normal Rover experience and we will continue working with you to understand what happened and how we can do better in the future. Safety is our number one concern, and that is why we take any issue of this nature very seriously. If you need anything further, please reach out to our support team. We’re available 24/7 at [redacted].All the best,Jenni S.
Hi [redacted],Thank you for sharing your feedback about this experience. I'm so sorry to hear about this! The reservation guarantee is intended for booked stays, and unfortunately it sounds like your stay was not booked through Rover. We apologize for any confusion around this program, and we'd love to...
help you find a great sitter near you. You can contact our Rover Match team anytime for help finding a sitter at rover.com/rover-match.I see that our leadership team has been in contact with you, and if you have additional questions we're available 24/7 at 888-453-7889.All the best,Jenni S.
Hi [redacted], We’re sorry to hear that your sitter cancelled your stay—I know how frustrating it can be to find a replacement at the last minute. I’m glad to see that you’ve been working with our support team on a resolution. If you have any additional questions Rover Support is available 24/7 at...
Hi [redacted], We’re so sorry to hear about this experience and we hope that your dog is doing better now. Injuries are really scary to deal with and we want to help in every way that we can. It looks like we’re waiting on documentation from you to move forward with this claim. Please contact Rover...
Support so that we can assist you further, we’re available 24/7 at [redacted].All the best,Jenni S.
Complaint: [redacted]
I am rejecting this response because:
It is unfair to ignore my explanation and close my account when I was the one there. I don't understand how this is possibly fair when I did everything in my possible power to keep that dog in. It is not my fault her owner did not know one thing about training a dog. I will Pershing this further.
Complaint: [redacted]I am rejecting this response because:
Rover most certainly should cover my travel expenses as a result of their employee's lack of care. I had to pay extra money to return home to insure my pets would be feed, given water, able to go outside, etc. This is unacceptable. I receive phone calls and emails asking to rate my experience at Rover but my concerns are being ignored. Rover needs to reimburse me.Sincerely,[redacted]
Hi [redacted],
Thank you for offering your feedback and perspective on this situation. We do take pet owner feedback into consideration when reviewing a sitter, however there are other concerns in this case which we have communicated with your sitter. We recognize that not everyone is a fit for...
Rover’s unique community, and wish your sitter all the best in their future endeavors. If you’d like personalized assistance finding a new sitter, we would be happy to help. You can reach us at rover.com/help.
Thank you,
Kate
Hi [redacted],
We're deeply saddened about your dog’s passing. As pet parents ourselves, we can’t even imagine the heartache you and your family must be going through.
At Rover, dog safety is our top priority. Upon learning of the incident, our Trust and Safety team immediately launched an...
investigation. We know there's nothing we can do to bring your beloved dog back, but we will continue to work with you and help out in any way we can. No matter what, we're here to support you and your family during this incredibly difficult time.
All the best,
Courtney
Hi [redacted],
Thanks so much for reaching out again. We’re so sorry about your experience--please know this isn’t what we expect from sitters on Rover and we take any safety concerns seriously. This is why we honored your request to deactivate your account, as well as contacted your sitter to...
discuss your concerns with her. Furthermore, that sitter is no longer able to list her services on Rover.com.
We hope that you give us another try. If you decide to, please get in touch so we can help you choose the perfect sitter for you and your dog.
We wish you all the best,
Courtney
Hi [redacted],We're sorry you had such a poor experience with a Rover sitter. We take last-minute cancellations very seriously, and we know it's disappointing and frustrating when a sitter cancels at the last minute. We did reach out to you about finding another sitter, but we know it may have been too...
late. At this time, we only allow pet parents to leave reviews for completed stays. That being said, we're always looking to improve our site, so we'll be sure to share your feedback with our product team.Thank you so much for leaving your feedback. We hope you give Rover another shot in the future, but we understand if not. If you have any questions, please call us at [redacted] or email [redacted]@rover.com. All the best,Rover Support
Hi [redacted],
Thanks for following up. We checked with our Trust & Safety team, and the claim that was opened has recently been resolved: You've been refunded in full and your insurance claim has been approved.
If you have additional questions and/or concerns, please call our Trust & Safety team directly at [redacted]. They'd be happy to answer your questions and make sure you have everything you need.
All the best,
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]
Thanks so much for sharing this feedback. Rover’s current policy is to conduct a background check on every sitter or walker on the platform. If you have further concerns about this, or if you’d like to discuss an experience you’ve had with a sitter or walker on Rover, please don’t...
hesitate to get in touch. We’re happy to help.
All the best,
[redacted]
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],
As pet parents and dog lovers ourselves, we’re so sorry for any discomfort your dog experienced from his allergic reaction. We completely understand your frustration, and while the insurance offered with every booking has a minimum deductible that this situation unfortunately does...
not meet, please know that we’re here for you. If you have any questions at all, don’t hesitate to follow up directly with our Trust & Safety team.
All the best,
Courtney
Hi [redacted], I am sorry to see that our response was rejected. Though we will not be changing our policy, we are available if you need anything else. You can reach us 24/7 at [redacted] or rover.com/help.All the best,Jenni S.
Hi [redacted],We appreciate hearing more for you, and apologize for any confusion. Since all dog walkers on Rover are independent contractors running their own businesses, the appropriate next step is to seek a resolution with your dog walker in Rover’s Resolution Center. We’re here to support you along the way if you have questions or concerns. If you are ready to open a case in the Resolution Center, please let us know and we would be happy to facilitate that for you.All the best,Jenni S.
Complaint: [redacted]I am rejecting this response because:
Your guidelines are clearly stated online. If I had wanted only 3-5 minute visits from the sitter, I would have clearly stated it and we would have arranged a different fee agreement. Instead, I expected her to follow the very clearly stated guidelines provided by you and paid her (through your site) accordingly. I love how you mention that she provided premium service during her 3 minute visits. I will be sure to let everyone know that you consider this premium service .
Sincerely,[redacted]
Thank you for reaching out. We're sorry to hear you had a negative experience with Rover. To follow up on our earlier conversation, we would love to help you get your money directly deposited into your bank account. Please let us know if you have any trouble getting the information you need. We're...
happy to help!We're dedicated to helping our sitters grow their dog-sitting businesses, and your feedback helps us learn what we can do better. If you have any more questions, please reach out to us at [redacted] or [redacted]@Rover.com.
Hi [redacted],
As dog lovers, we are devastated by [redacted] passing. We know that the loss of a dog is the loss of a family member, and we take very seriously any complaint about a sitter whose services are listed on Rover. While there's nothing we can do to bring your beloved dog back, we'll...
continue to work with you and assist in any way we can.
All the best,
Courtney
Hi [redacted], Thank you for sharing your feedback. I am sorry to hear about this experience but I am glad that you are safe. We completely understand where you are coming from, however our policy is to never remove reviews. This ensures transparency and honesty within the Rover community. Your...
experience is far from the normal Rover experience and we will continue working with you to understand what happened and how we can do better in the future. Safety is our number one concern, and that is why we take any issue of this nature very seriously. If you need anything further, please reach out to our support team. We’re available 24/7 at [redacted].All the best,Jenni S.
Hi [redacted],Thank you for sharing your feedback about this experience. I'm so sorry to hear about this! The reservation guarantee is intended for booked stays, and unfortunately it sounds like your stay was not booked through Rover. We apologize for any confusion around this program, and we'd love to...
help you find a great sitter near you. You can contact our Rover Match team anytime for help finding a sitter at rover.com/rover-match.I see that our leadership team has been in contact with you, and if you have additional questions we're available 24/7 at 888-453-7889.All the best,Jenni S.
Hi [redacted], We’re sorry to hear that your sitter cancelled your stay—I know how frustrating it can be to find a replacement at the last minute. I’m glad to see that you’ve been working with our support team on a resolution. If you have any additional questions Rover Support is available 24/7 at...
888-453-7889.All the best,Jenni S.
Hi [redacted], We’re so sorry to hear about this experience and we hope that your dog is doing better now. Injuries are really scary to deal with and we want to help in every way that we can. It looks like we’re waiting on documentation from you to move forward with this claim. Please contact Rover...
Support so that we can assist you further, we’re available 24/7 at [redacted].All the best,Jenni S.
Complaint: [redacted]
I am rejecting this response because:
It is unfair to ignore my explanation and close my account when I was the one there. I don't understand how this is possibly fair when I did everything in my possible power to keep that dog in. It is not my fault her owner did not know one thing about training a dog. I will Pershing this further.
Complaint: [redacted]I am rejecting this response because:
Rover most certainly should cover my travel expenses as a result of their employee's lack of care. I had to pay extra money to return home to insure my pets would be feed, given water, able to go outside, etc. This is unacceptable. I receive phone calls and emails asking to rate my experience at Rover but my concerns are being ignored. Rover needs to reimburse me.Sincerely,[redacted]
Hi [redacted],
Thank you for offering your feedback and perspective on this situation. We do take pet owner feedback into consideration when reviewing a sitter, however there are other concerns in this case which we have communicated with your sitter. We recognize that not everyone is a fit for...
Rover’s unique community, and wish your sitter all the best in their future endeavors. If you’d like personalized assistance finding a new sitter, we would be happy to help. You can reach us at rover.com/help.
Thank you,
Kate
Hi [redacted],
We're deeply saddened about your dog’s passing. As pet parents ourselves, we can’t even imagine the heartache you and your family must be going through.
At Rover, dog safety is our top priority. Upon learning of the incident, our Trust and Safety team immediately launched an...
investigation. We know there's nothing we can do to bring your beloved dog back, but we will continue to work with you and help out in any way we can. No matter what, we're here to support you and your family during this incredibly difficult time.
All the best,
Courtney
Hi [redacted],
Thanks so much for reaching out again. We’re so sorry about your experience--please know this isn’t what we expect from sitters on Rover and we take any safety concerns seriously. This is why we honored your request to deactivate your account, as well as contacted your sitter to...
discuss your concerns with her. Furthermore, that sitter is no longer able to list her services on Rover.com.
We hope that you give us another try. If you decide to, please get in touch so we can help you choose the perfect sitter for you and your dog.
We wish you all the best,
Courtney
Hi [redacted],We're sorry you had such a poor experience with a Rover sitter. We take last-minute cancellations very seriously, and we know it's disappointing and frustrating when a sitter cancels at the last minute. We did reach out to you about finding another sitter, but we know it may have been too...
late. At this time, we only allow pet parents to leave reviews for completed stays. That being said, we're always looking to improve our site, so we'll be sure to share your feedback with our product team.Thank you so much for leaving your feedback. We hope you give Rover another shot in the future, but we understand if not. If you have any questions, please call us at [redacted] or email [redacted]@rover.com. All the best,Rover Support