Hello, I recently used the Rover App to book numerous dog walks I hired two walkers named Keira and Rachel I was desperate for a reliable walker because I just had surgery and could not walk at all I had prearranged for a walker who didn’t show up I secured Keira and she did come for every walk and she was on time I paid for numerous minute walksMy dog never got a single minute walkThey ranged from minutes to minutesI contacted Rover support when I finally had the strength (again surgery) and despite my complaints I was told to “work directly with the walker.” That is not my responsibilityI paid for a service and didn’t get it When the second walker, Rachel, came I learned that walkers can send report cards that track the distance and time I asked Keira to send me those in hopes that it would allow for my dog to actually get a full walk, but Keira just sent me a text instead to let me know if my dog went to the bathroom I was stuck with Kiera becaus
On April 9th, 2017, a Contractor/Petsitter (Small Business Owner) working on behalf of Rover.com (referenced as Merisa) lost our dog ***She admitted that she left him in her backyard and went to make dinnerWhen she went back outside, he was goneI was on my honeymoon and out of the country (hour flight away)
Merisa neglected to notify rover.com immediately of the issue (I've heard multiple stories from all parties involved, but it sounds like 1-hours went by before rover.com was notified)Merisa then contacted Rover.com who contacted both my mother *** (who also had two dogs staying with Merisa) and me via voicemailI was on a plane and didn't know until later
*** was in Honolulu, HI enjoying a much needed vacation after my weddingQuickly mobilizing, she hopped on the first flight (hours) back home to help find our lost family memberBy the time I received the vmail, I quickly called rover.com to find out more informationAs this was the middle of the ni
I recently tried to book an overnight stay for my dog through Rover, only to have the reservation cancelled by the sitter last minute The company has a "Rover Reservation Guarantee" that their independent contractors and customer service agents skirt around
I asked to make a payment to secure the dates but the sitter said to wait until drop offI'm new to this so I waited thinking that was protocol and now I don't have a sitter because she cancelled days outI contacted a number of sitters on the site that are marked as available but turns out they are not Sitters are not available for many reasons, one being returning clients aren't going through the Rover system to book so the dates aren't blocked out on the calendar when you do a searchClients end up paying cash so the company can't monitor how many dogs/cats are being watchedNot to mention the sitter keeps 100% of the payment vs going through Rover online booking The company guarantees finding a new sitter due to
My wife signed up to care for dogs on Rover It is a good concept and works fine However one client did not like Rover and asked if we could just not use the site when we cared for her dog We wanted to accommodate her so we said yes We did not realize that this is not allowed by Rover My wife got a message that after trying to send the client a text saying she must go thru her Rover account So Rover is now monitoring my wife's text messages from her private phone to the clients personal phone So then yesterday when we had the clients dog scheduled to come over we wanted to text them to confirm the arrival timeAgain her texting was intercepted by Rover and was not sent So getting upset my wife just tried to text them from my personal phone(Which is not listed on the Rover account) After sending the text to the persons number it came back saying "Your message wasn't delivered because this phone number hasn't been added to your account..." So how do they have the right to intercept my text messages when I am not associated with their web site at all This is a complete invasion of my privacy!!! I am going to check with a lawyer and see if this legal What if I struck up a friendship with the client and wanted to go fishing or something I can not call them or text them with out going through Rover???
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
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?
Our dogs were at a sitter of Rover's and the sitter ignored them and we feel negligence occured because our yr old was almost dead, couldn't stand right, wouldn't eat and as soon as we got home, she immediately wanted water like she hasn't had it in days She lost almost lbs in a week She had to go on Vitals and three medications to get her back to health She had tears on her chest, bumps on her elbows Our great dane also had huge bumps on his elbow Rover refused to pay for vet bills that cost almost dollars They also refused to refund the stay stating its the sitter choice to refund So, summarizing this up, they allow sitters to neglect dogs and then we have to pay for the after affects, vet bills, and almost having a dead dog on arrival The sitter wrote nothing all week about our dog not eating or her shaking and losing weight If we got a picture from her, it was our dog wrapped in a blanket so you couldn't tell if you wanted to that she wasn't eating Ro
Rover.com does not care about the safety of your pets We booked Henry S*** of Daly City, California through Rover.com to watch our dogs over from Dec20-Jan On the evening of December 31, I received a phone call from Hank asking what he should do because our dogs had serious wounds I asked him to send me pictures, and when I saw the wounds I told him to take the dogs to the Vet ER Rover.com has copies of these pictures, and are aware of the pictures since I discussed them with the "trust and safety specialists" I spoke with My husband spoke with the ER vet that same night, and the ER Vet told him that the dogs had pressure sores from being in a confined spaceWe picked up our dogs the night of Jan1, As I informed your "Trust & Safety Specialists" on January 1, 2019, when we picked up our dogs, they were emaciated, could barely walk, and had horrible pressure sores Additionally, your team has the photos of the pressure sores on our dogs We took our dogs to their regular vet on Jan2, We had taken the dogs to see their vet in Nov2018, who will verify what their weight was, and that they had no sores or other wounds or cuts or scrapes on their skin Both dogs had lost pounds in the days they were with Hank He didn't even pretend to feed them, since most of the food we sent was returned to usFurthermore, both dogs required fluid IV for treatment of dehydrationAnd both the ER Vet and our regular vet agree that the sores on their bodies were recent pressure sores from being in a too small confined space for too longSo it appears that Hank locked our dogs in wire cages for the entire time he was obligated to watch them, and starved our dogs
Yet, despite knowing that Henry S*** has caused serious injury to our dogs, his profile is still on the Rover.com web site, and he is apparently still allowed to book dogsFurthermore, his profile is obviously a complete lie, since it says:
"I am Hank, I work from home full time and have a very flexible schedule to provide care for your pet(s)I am currently starting my own pet boarding and daycare service companyMy goal is to build a solid relationship with every client I meet by providing them with superb serviceYour pet will receive at least walks per day and notification updates every hours- providing status on activities, temperament, food and water consumption
With over years of experience with pets, I promise you that your pet will be in good careYou can contact me via text, email, or callPlease feel free to message me with any questionsLooking forward to meeting you and your pet!"
Hank's profile does not say that he will keep dogs locked up in crates the entire visit Instead, it shows pictures of a nice, clean living room and mentions a fenced in yard If we had known that our dogs would be confined to crates, we would not have hired Henry S*** He also appears to have fake reviews loaded to bury my critical reviewIf you look at his reviews, every time someone complains, reviews that are not from Verified Stays are entered praising himHow are consumers supposed to trust your service if you let fake reviews bury real reviews and give the impression that someone has higher ratings/more dog stays/etc
The Rover.com web site says that less than 20% of potential sitters are accepted, and stresses how consumers can trust you with their petsThis is advertisingIts clear that Rover.com has done nothing to vet its sitters, and cares more about money than the safety and health of the poor pets booked with your sittersIf Rover.com actually cared about the safety of people's pets, it would have pulled Henry S***'s profile by now instead of giving some vague verbiage that Rover.com is doing a "holistic review" of his account." What does that even mean? Have you contacted all the owners of pets who are currently booked with him? Have you demanded to see where he actually is housing the dogs and seen what conditions the dogs are kept in?
We are in process of filing a complaint with Animal control, and the police
We booked a dogsitter through Rover because they tout their thorough background check We had a meet and greet with a local Rover dogsitter and hired her to care for our year old golden retriever Unfortunately, a week into our vacation, the dogsitter was taken away by ambulance for a psych evaluation after having an alcoholic relapse The officer on the scene informed me that the name on her Rover profile was actually an alias and different from the name on her license While we were away, she had consumed every bottle of liquor in our house as well as bringing in several of her own mason jars filled with pot There was significant damage to my furniture and table from her drug paraphernalia and the fact that my dog wasn’t properly cared for so pooped in the house In addition, she fed my dog Chinese food instead of her regular food, giving her diarrhea and did not dispense any of her medication even though it was pre-dosed and packaged Rover has been nickel and diming us at every turn regarding covering vet bills and loss of property, as well as being unresponsive to emails and inquiriesWe are so lucky our dog is on the mend but would never use Rover again and strongly discourage anyone else from doing so
I hired a pet sitter through rover.com to watch dron our cat for four days to feed him, administer medicine, and clean up after him
The sitter allowed the cat to go to the bathroom in my son's room the entire time By the time we got home the smell was so foul we could smell it from the lobby of our three floor walk up apartment The sitter had no good excuse for why she didn't clean up the mess My son couldn't sleep in his room until we had the carpets removed and cleaned When I contacted rover, they basically said sorry there's nothing they could do because the sitter is technically an independent contractor
When the cleaning bill came back for $I called rover again and they told me I should ask the sitter if she could reimburse me for the cost of the cleaning, however when I asked if rover would facilitate the conversation, they said they wouldn'tI texted the sitter asking if she could help pay the $cleaning bill and of course never heard from her
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
Wow, I'm horrified looking to see that I am not alone in our TERRIBLE experience with a Rover dog sitterAs others have stated, this company has absolutely no follow-through when it comes to issues with a sitterOur dog sitter had a party in our home including drug use, ignored our dogs, and had sex in our bedYepA nice guest room and two full bathrooms are provided, but for some reason hanging out with friends and a "male guest" in our master bed and bath was more appealing? We have a doggie cam (disclosed to the sitter) in our master bedroom, which is how we discovered these violationsOur additional interior camera in the main living area was mysteriously not recording during her stay, so we can only guess what else went on
I contacted customer service to complain, and after back-and-forth communications, they completely stopped respondingWe were told to work directly with the sitter to resolve the issue, and I told them that wasn't acceptable, given the circumstancesAt that point, no response to additional emailsClearly their "service charge" is just for profit and not for any sort of protection or recourse for adverse eventsIt is also evident that they do not vet their sitters at all and I also agree that the reviews seem fake, given this sitter had a star rating
Obviously we have discontinued using sitters on Rover and have told everyone we know to do the sameOur dogs are our family and were clearly not this sitter's priority or concern
I recently used Rover.com to hire a person (Gia) to come to my house to feed my cats while I was awayWhen I came home my bed, couch, chairs and carpets were soiled in urine and stoolI had a completely soiled white comforter so I thought how did the sitter not see or especially smell this as she passed my bedroom to get to the kitchen to feed my animals? I looked in the cat box but it was completely clean, as if it was not usedGia must have come by the day I had returned and only cleaned the boxShe came other days to take a pic of my cats assuring me she had been coming byI called Rover and spoke to Josh who never followed up with me so I called back, he stating he forgot to forward my info to his superiors and had actually forgotten about the call altogether, he apologized several times, and assured me would now escalate my caseThe next day I received an email stating the issue had been resolved, describing incidences we didn't even talk aboutI wrote back stating he must have sent me someone else's emailI received no reply and my case was droppedAfter a week I went to use my toaster and it had urine in it, also, all my laundry detergent was gone along with some other household suppliesI learned from the rover employee that she was going thru a divorceShe literally that week had signed papers to relinquish her house and was now homelessI then realized she might also be mentally ill, after the toaster incident, I wondered if she staged the stool all over my house in spite for loosing her homeIn years my animals had never behaved that wayRover doesn't take responsibility for people that they hire and they vehemently don't careI suggest with my misfortune you not use this coand know going in Rover,com doesn't bond these people (I asked)Its the luck of the draw if you come out unscathed or stolen fromJust beware these people are not regulated by anyone so once they have the keys to your home and the permission by you to be there they can do whatever they wish while your gone and you will not know until you come homeAlso Rover.com doesn't insure your home or any losses you have nor do they take responsibility for the people they allow to sign up to caretaker you animals
DO NOT USE ROVER!!! they do not actually screen or background check their sitters , and they do not screen any pets the sitter might haveits a waste of money as their insurance doesn't really cover you at all! and they charge your card for unauthorized charges
I book doggy day care for four days in December when we were visiting our daughter's familyThe sitter gave me a different address than the one forwarded by Rover.ComWe took our dog to that address at the agreed time and found it was a trailer park with about unitsI called the phone number provided by Rover.Com to find out which unit was the sitter's, but the number was not in serviceOur daughter found the sitter's name and address, including the unit, on the internetWe went there but no one answered the doorI sent a message to the sitter through Rover.Com but she did not ever reply
We made other, last minute arrangements for care for our dogI found no clear way to register a complaint on the Rover.Com websiteI finally described the problem, requested a refund, and submitted it to "support" but it was never answeredAfter the four days had passed, Rover.Com asked me to submit a reviewI wrote in the review that the service had never been provided, explained wh
WARNING!! If you use ROVER.COM this can happen to you! I booked a dog sitter from Rover.com to stay with my dog when I took a day tripI met the sitter firstShe seemed nice and my dog liked herI scheduled and paid for this service three months in advanceI gave her a key to my homeI even stocked food for her stay, making every effort to ensure her comfortI bought my round trip plane ticket and awaited the arrival of the sitterShe NEVER SHOWED UPShe failed to answer any of my calls and failed to respond to any of my textsMy plane took off without meI called every boarding facility I could to find a last minute arrangement and finally found one, thankfully, and then I had to buy another round trip flightExtra costs for the second flight and extra boarding fees ran over $The amount of stress I went through for hours waiting for the sitter who never showed up then frantically trying to fix this I would not wish on anyoneWhen I contacted Rover.com I was told that they would only refund my payment to them and offer me a $credit toward future serviceThey would not in anyway compensate me for ANY part of my financial losses due to their failure to meet the contractural obligation of their online agreementAfter this experience I would never book them againSince it is their policy that they will NOT compensate you for any losses associated with your engaging of their “service” and it is not made really clear up front that this could happen to anyone who uses them; I am going out of my way to relate my experience and maybe save someone else the horror and financial losses associated with trusting and using Rover.comFeel free to share this post as a public service
Recently had a sitter that left dogs for hours in our house one day and hours the next without any breaksWe paid $65/day for the full in house sittingThe company refused any refund because the dogs were "in her care" during the timeIf the sitter comes one time in twenty four hours then the dogs are in "the sitters care" and you cannot receive a refundThe sitter also left with a clogged and flooded toiletTheir response to that was-"we will coach the sitter not to do that"They DO NOT stand behind their service
Complaint: ***I am rejecting this response because:
I do agree that the Trust and Safety team contacted me quicklyThey informed me that they would be advocating on my behalf, which most certainly did not happen
After I filed this complaint, our veterinarian, after several attempts, was finally able to reach a Trust and Safety supervisor on 01/29/Per the veterinarian on a voicemail left for us on 01/29/16, this supervisor refused to take any further documentation from the vet's officeThe only documentation they had prior to this was the initial intake form, before any real wohad been doneOur veterinarian most certainly never stated "your dog’s illness wasn't directly caused by the stay with a Rover sitter." All of my communications with Rover had been filled with lies, half-truths and statements intended to mislead
I am very frustrated with the poor customer serviceReading further reviews and complaints about Rover, I see this is nothing newWith communication from the sitter in recent days, I understand that Rover is treating parties on both sides of the issue poorlySincerely,*** ***
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
I was contacted by Megan from the companyShe helped me with my problemThank you!
Sincerely,
*** ***
I hired a sitter from this company and the sitter lost my puppy within hours of the first day of careThey did not find her and I found her on the internet hours laterMy puppy was taken in by a neighbor that literally lives across the street from the sitterWhich tells me that they did not look for her and didn't bother to be reputable sitters as guaranteed by rover.comI asked for a full refund and the cost of the vet visit of $they are refusing to cover the vet cost because it was for a microchip Regardless it was the actions and neglect that caused this action and costIt is the very least they should be providing as my puppy could be dead because of their negligent sittersAt this time I am asking for the cost coverage or I will take them to court at their expense The company claimed to send out all alerts for missing pets and I found nothing done by this company
Hello, I recently used the Rover App to book numerous dog walks I hired two walkers named Keira and Rachel I was desperate for a reliable walker because I just had surgery and could not walk at all I had prearranged for a walker who didn’t show up I secured Keira and she did come for every walk and she was on time I paid for numerous minute walksMy dog never got a single minute walkThey ranged from minutes to minutesI contacted Rover support when I finally had the strength (again surgery) and despite my complaints I was told to “work directly with the walker.” That is not my responsibilityI paid for a service and didn’t get it When the second walker, Rachel, came I learned that walkers can send report cards that track the distance and time I asked Keira to send me those in hopes that it would allow for my dog to actually get a full walk, but Keira just sent me a text instead to let me know if my dog went to the bathroom I was stuck with Kiera becaus
On April 9th, 2017, a Contractor/Petsitter (Small Business Owner) working on behalf of Rover.com (referenced as Merisa) lost our dog ***She admitted that she left him in her backyard and went to make dinnerWhen she went back outside, he was goneI was on my honeymoon and out of the country (hour flight away)
Merisa neglected to notify rover.com immediately of the issue (I've heard multiple stories from all parties involved, but it sounds like 1-hours went by before rover.com was notified)Merisa then contacted Rover.com who contacted both my mother *** (who also had two dogs staying with Merisa) and me via voicemailI was on a plane and didn't know until later
*** was in Honolulu, HI enjoying a much needed vacation after my weddingQuickly mobilizing, she hopped on the first flight (hours) back home to help find our lost family memberBy the time I received the vmail, I quickly called rover.com to find out more informationAs this was the middle of the ni
I recently tried to book an overnight stay for my dog through Rover, only to have the reservation cancelled by the sitter last minute The company has a "Rover Reservation Guarantee" that their independent contractors and customer service agents skirt around
I asked to make a payment to secure the dates but the sitter said to wait until drop offI'm new to this so I waited thinking that was protocol and now I don't have a sitter because she cancelled days outI contacted a number of sitters on the site that are marked as available but turns out they are not Sitters are not available for many reasons, one being returning clients aren't going through the Rover system to book so the dates aren't blocked out on the calendar when you do a searchClients end up paying cash so the company can't monitor how many dogs/cats are being watchedNot to mention the sitter keeps 100% of the payment vs going through Rover online booking The company guarantees finding a new sitter due to
My wife signed up to care for dogs on Rover It is a good concept and works fine However one client did not like Rover and asked if we could just not use the site when we cared for her dog We wanted to accommodate her so we said yes We did not realize that this is not allowed by Rover My wife got a message that after trying to send the client a text saying she must go thru her Rover account So Rover is now monitoring my wife's text messages from her private phone to the clients personal phone So then yesterday when we had the clients dog scheduled to come over we wanted to text them to confirm the arrival timeAgain her texting was intercepted by Rover and was not sent So getting upset my wife just tried to text them from my personal phone(Which is not listed on the Rover account) After sending the text to the persons number it came back saying "Your message wasn't delivered because this phone number hasn't been added to your account..." So how do they have the right to intercept my text messages when I am not associated with their web site at all This is a complete invasion of my privacy!!! I am going to check with a lawyer and see if this legal What if I struck up a friendship with the client and wanted to go fishing or something I can not call them or text them with out going through Rover???
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
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?
Our dogs were at a sitter of Rover's and the sitter ignored them and we feel negligence occured because our yr old was almost dead, couldn't stand right, wouldn't eat and as soon as we got home, she immediately wanted water like she hasn't had it in days She lost almost lbs in a week She had to go on Vitals and three medications to get her back to health She had tears on her chest, bumps on her elbows Our great dane also had huge bumps on his elbow Rover refused to pay for vet bills that cost almost dollars They also refused to refund the stay stating its the sitter choice to refund So, summarizing this up, they allow sitters to neglect dogs and then we have to pay for the after affects, vet bills, and almost having a dead dog on arrival The sitter wrote nothing all week about our dog not eating or her shaking and losing weight If we got a picture from her, it was our dog wrapped in a blanket so you couldn't tell if you wanted to that she wasn't eating Ro
Rover.com does not care about the safety of your pets We booked Henry S*** of Daly City, California through Rover.com to watch our dogs over from Dec20-Jan On the evening of December 31, I received a phone call from Hank asking what he should do because our dogs had serious wounds I asked him to send me pictures, and when I saw the wounds I told him to take the dogs to the Vet ER Rover.com has copies of these pictures, and are aware of the pictures since I discussed them with the "trust and safety specialists" I spoke with My husband spoke with the ER vet that same night, and the ER Vet told him that the dogs had pressure sores from being in a confined spaceWe picked up our dogs the night of Jan1, As I informed your "Trust & Safety Specialists" on January 1, 2019, when we picked up our dogs, they were emaciated, could barely walk, and had horrible pressure sores Additionally, your team has the photos of the pressure sores on our dogs We took our dogs to their regular vet on Jan2, We had taken the dogs to see their vet in Nov2018, who will verify what their weight was, and that they had no sores or other wounds or cuts or scrapes on their skin Both dogs had lost pounds in the days they were with Hank He didn't even pretend to feed them, since most of the food we sent was returned to usFurthermore, both dogs required fluid IV for treatment of dehydrationAnd both the ER Vet and our regular vet agree that the sores on their bodies were recent pressure sores from being in a too small confined space for too longSo it appears that Hank locked our dogs in wire cages for the entire time he was obligated to watch them, and starved our dogs
Yet, despite knowing that Henry S*** has caused serious injury to our dogs, his profile is still on the Rover.com web site, and he is apparently still allowed to book dogsFurthermore, his profile is obviously a complete lie, since it says:
"I am Hank, I work from home full time and have a very flexible schedule to provide care for your pet(s)I am currently starting my own pet boarding and daycare service companyMy goal is to build a solid relationship with every client I meet by providing them with superb serviceYour pet will receive at least walks per day and notification updates every hours- providing status on activities, temperament, food and water consumption
With over years of experience with pets, I promise you that your pet will be in good careYou can contact me via text, email, or callPlease feel free to message me with any questionsLooking forward to meeting you and your pet!"
Hank's profile does not say that he will keep dogs locked up in crates the entire visit Instead, it shows pictures of a nice, clean living room and mentions a fenced in yard If we had known that our dogs would be confined to crates, we would not have hired Henry S*** He also appears to have fake reviews loaded to bury my critical reviewIf you look at his reviews, every time someone complains, reviews that are not from Verified Stays are entered praising himHow are consumers supposed to trust your service if you let fake reviews bury real reviews and give the impression that someone has higher ratings/more dog stays/etc
The Rover.com web site says that less than 20% of potential sitters are accepted, and stresses how consumers can trust you with their petsThis is advertisingIts clear that Rover.com has done nothing to vet its sitters, and cares more about money than the safety and health of the poor pets booked with your sittersIf Rover.com actually cared about the safety of people's pets, it would have pulled Henry S***'s profile by now instead of giving some vague verbiage that Rover.com is doing a "holistic review" of his account." What does that even mean? Have you contacted all the owners of pets who are currently booked with him? Have you demanded to see where he actually is housing the dogs and seen what conditions the dogs are kept in?
We are in process of filing a complaint with Animal control, and the police
We booked a dogsitter through Rover because they tout their thorough background check We had a meet and greet with a local Rover dogsitter and hired her to care for our year old golden retriever Unfortunately, a week into our vacation, the dogsitter was taken away by ambulance for a psych evaluation after having an alcoholic relapse The officer on the scene informed me that the name on her Rover profile was actually an alias and different from the name on her license While we were away, she had consumed every bottle of liquor in our house as well as bringing in several of her own mason jars filled with pot There was significant damage to my furniture and table from her drug paraphernalia and the fact that my dog wasn’t properly cared for so pooped in the house In addition, she fed my dog Chinese food instead of her regular food, giving her diarrhea and did not dispense any of her medication even though it was pre-dosed and packaged Rover has been nickel and diming us at every turn regarding covering vet bills and loss of property, as well as being unresponsive to emails and inquiriesWe are so lucky our dog is on the mend but would never use Rover again and strongly discourage anyone else from doing so
I hired a pet sitter through rover.com to watch dron our cat for four days to feed him, administer medicine, and clean up after him
The sitter allowed the cat to go to the bathroom in my son's room the entire time By the time we got home the smell was so foul we could smell it from the lobby of our three floor walk up apartment The sitter had no good excuse for why she didn't clean up the mess My son couldn't sleep in his room until we had the carpets removed and cleaned When I contacted rover, they basically said sorry there's nothing they could do because the sitter is technically an independent contractor
When the cleaning bill came back for $I called rover again and they told me I should ask the sitter if she could reimburse me for the cost of the cleaning, however when I asked if rover would facilitate the conversation, they said they wouldn'tI texted the sitter asking if she could help pay the $cleaning bill and of course never heard from her
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
Wow, I'm horrified looking to see that I am not alone in our TERRIBLE experience with a Rover dog sitterAs others have stated, this company has absolutely no follow-through when it comes to issues with a sitterOur dog sitter had a party in our home including drug use, ignored our dogs, and had sex in our bedYepA nice guest room and two full bathrooms are provided, but for some reason hanging out with friends and a "male guest" in our master bed and bath was more appealing? We have a doggie cam (disclosed to the sitter) in our master bedroom, which is how we discovered these violationsOur additional interior camera in the main living area was mysteriously not recording during her stay, so we can only guess what else went on
I contacted customer service to complain, and after back-and-forth communications, they completely stopped respondingWe were told to work directly with the sitter to resolve the issue, and I told them that wasn't acceptable, given the circumstancesAt that point, no response to additional emailsClearly their "service charge" is just for profit and not for any sort of protection or recourse for adverse eventsIt is also evident that they do not vet their sitters at all and I also agree that the reviews seem fake, given this sitter had a star rating
Obviously we have discontinued using sitters on Rover and have told everyone we know to do the sameOur dogs are our family and were clearly not this sitter's priority or concern
I recently used Rover.com to hire a person (Gia) to come to my house to feed my cats while I was awayWhen I came home my bed, couch, chairs and carpets were soiled in urine and stoolI had a completely soiled white comforter so I thought how did the sitter not see or especially smell this as she passed my bedroom to get to the kitchen to feed my animals? I looked in the cat box but it was completely clean, as if it was not usedGia must have come by the day I had returned and only cleaned the boxShe came other days to take a pic of my cats assuring me she had been coming byI called Rover and spoke to Josh who never followed up with me so I called back, he stating he forgot to forward my info to his superiors and had actually forgotten about the call altogether, he apologized several times, and assured me would now escalate my caseThe next day I received an email stating the issue had been resolved, describing incidences we didn't even talk aboutI wrote back stating he must have sent me someone else's emailI received no reply and my case was droppedAfter a week I went to use my toaster and it had urine in it, also, all my laundry detergent was gone along with some other household suppliesI learned from the rover employee that she was going thru a divorceShe literally that week had signed papers to relinquish her house and was now homelessI then realized she might also be mentally ill, after the toaster incident, I wondered if she staged the stool all over my house in spite for loosing her homeIn years my animals had never behaved that wayRover doesn't take responsibility for people that they hire and they vehemently don't careI suggest with my misfortune you not use this coand know going in Rover,com doesn't bond these people (I asked)Its the luck of the draw if you come out unscathed or stolen fromJust beware these people are not regulated by anyone so once they have the keys to your home and the permission by you to be there they can do whatever they wish while your gone and you will not know until you come homeAlso Rover.com doesn't insure your home or any losses you have nor do they take responsibility for the people they allow to sign up to caretaker you animals
DO NOT USE ROVER!!! they do not actually screen or background check their sitters , and they do not screen any pets the sitter might haveits a waste of money as their insurance doesn't really cover you at all! and they charge your card for unauthorized charges
I book doggy day care for four days in December when we were visiting our daughter's familyThe sitter gave me a different address than the one forwarded by Rover.ComWe took our dog to that address at the agreed time and found it was a trailer park with about unitsI called the phone number provided by Rover.Com to find out which unit was the sitter's, but the number was not in serviceOur daughter found the sitter's name and address, including the unit, on the internetWe went there but no one answered the doorI sent a message to the sitter through Rover.Com but she did not ever reply
We made other, last minute arrangements for care for our dogI found no clear way to register a complaint on the Rover.Com websiteI finally described the problem, requested a refund, and submitted it to "support" but it was never answeredAfter the four days had passed, Rover.Com asked me to submit a reviewI wrote in the review that the service had never been provided, explained wh
WARNING!! If you use ROVER.COM this can happen to you! I booked a dog sitter from Rover.com to stay with my dog when I took a day tripI met the sitter firstShe seemed nice and my dog liked herI scheduled and paid for this service three months in advanceI gave her a key to my homeI even stocked food for her stay, making every effort to ensure her comfortI bought my round trip plane ticket and awaited the arrival of the sitterShe NEVER SHOWED UPShe failed to answer any of my calls and failed to respond to any of my textsMy plane took off without meI called every boarding facility I could to find a last minute arrangement and finally found one, thankfully, and then I had to buy another round trip flightExtra costs for the second flight and extra boarding fees ran over $The amount of stress I went through for hours waiting for the sitter who never showed up then frantically trying to fix this I would not wish on anyoneWhen I contacted Rover.com I was told that they would only refund my payment to them and offer me a $credit toward future serviceThey would not in anyway compensate me for ANY part of my financial losses due to their failure to meet the contractural obligation of their online agreementAfter this experience I would never book them againSince it is their policy that they will NOT compensate you for any losses associated with your engaging of their “service” and it is not made really clear up front that this could happen to anyone who uses them; I am going out of my way to relate my experience and maybe save someone else the horror and financial losses associated with trusting and using Rover.comFeel free to share this post as a public service
Recently had a sitter that left dogs for hours in our house one day and hours the next without any breaksWe paid $65/day for the full in house sittingThe company refused any refund because the dogs were "in her care" during the timeIf the sitter comes one time in twenty four hours then the dogs are in "the sitters care" and you cannot receive a refundThe sitter also left with a clogged and flooded toiletTheir response to that was-"we will coach the sitter not to do that"They DO NOT stand behind their service
Complaint: ***I am rejecting this response because:
I do agree that the Trust and Safety team contacted me quicklyThey informed me that they would be advocating on my behalf, which most certainly did not happen
After I filed this complaint, our veterinarian, after several attempts, was finally able to reach a Trust and Safety supervisor on 01/29/Per the veterinarian on a voicemail left for us on 01/29/16, this supervisor refused to take any further documentation from the vet's officeThe only documentation they had prior to this was the initial intake form, before any real wohad been doneOur veterinarian most certainly never stated "your dog’s illness wasn't directly caused by the stay with a Rover sitter." All of my communications with Rover had been filled with lies, half-truths and statements intended to mislead
I am very frustrated with the poor customer serviceReading further reviews and complaints about Rover, I see this is nothing newWith communication from the sitter in recent days, I understand that Rover is treating parties on both sides of the issue poorlySincerely,*** ***
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
I was contacted by Megan from the companyShe helped me with my problemThank you!
Sincerely,
*** ***
I hired a sitter from this company and the sitter lost my puppy within hours of the first day of careThey did not find her and I found her on the internet hours laterMy puppy was taken in by a neighbor that literally lives across the street from the sitterWhich tells me that they did not look for her and didn't bother to be reputable sitters as guaranteed by rover.comI asked for a full refund and the cost of the vet visit of $they are refusing to cover the vet cost because it was for a microchip Regardless it was the actions and neglect that caused this action and costIt is the very least they should be providing as my puppy could be dead because of their negligent sittersAt this time I am asking for the cost coverage or I will take them to court at their expense The company claimed to send out all alerts for missing pets and I found nothing done by this company