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,
*** ***
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
We made last-minute dog sitting reservations with a sitter via rover.comThe sitter and I exchanged a few messages, then she requested full payment in advance to confirm the reservationShe ignored us for a full hours after receiving payment, which resulted in our decision to cancel our bookingWe simply did not have a good feeling about leaving our dogs with this womanThe sitter's cancellation policy states the following: " A full refund is available if a client cancels by 12:00pm the day before the service begins12:00pm is determined by the sitter's time zoneIf canceled later than 12:00pm the day before the service begins, a 50% refund is available for the first seven days of the service, and a 100% refund is available for any additional days." Please notice that the cancellation policy is without a clause for same-day/last-minute bookingsWhen I asked the sitter for clarification she replied with, "Not sure I understand your questionThe timing of the reservation doesn'
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,*** ***
We have been Rover clients for nearly two years and overall experience was fine until we had to submit a complaint Then, Rover handled things extremely poorly and unprofessionally We were out of state for the weekend and used a new sitter (highly rated on the Rover app) for drvisits We were very explicit via the app about the days and times for her to stop by for our two dogs She neglected to come in for one of the night visits, leaving our two dogs alone for over hours They missed a meal, medication, and (we saw later) urinated on the rug When we asked the sitter about it, she said she did come in, but this is in direct contrast to our security system log, camera (independent from the security system), and Rover's own app where sitters leave 'cards' containing updates We reported to Rover, shared all of our evidence including screenshots and video clips, and they only offered us a half refund This will only cover a fraction of the cost of getting our rug professionally cleaned, which we had to do because the urine had soaked in for nearly two daysGiven that we are long-time customers in good standing, it's terrifying to think how they would handle cases with any hint of ambiguity
I'll get right to the point - there is absolutely no vetting process to ensure that the person with whom you are entrusting your pet's well being is actually suited to take on such a responsibilityAnyone can sito offer their services - Rover does a background check for the criminal records, but there is no interview process, licensing or certification to ensure that the person is fit to care for your petMy two dogs were severely neglected after I monitored the pet sitter through my security systemCustomer support was worthless with a simply apology e-mail, but no commitment to follow through to ensure that the sitter would be held accountableIt wasn't until I posted on their FB page that anyone took me seriously or even caredThe business model isn't one that protects the consumer at allAnyone can sign up and become one of their pet sitters without any vetting processI've seen a ton of PR about what a cool place it is to work - how about a cool company with integrity to truly offer the "trustworthy" service that they claim to provide
Complaint: ***I am rejecting this response because:
I would like Revdex.com to be a mediator in their San Francisco office, I will bring dog owners as witnesses who have placed their orders again and again on Rover (since September of 2016) or Dog Vacay (since August of 2016.)Sincerely,*** ***
Hi ***, Thank you for sharing your feedback and we’re so sorry to hear that your sitter had to cancel your booking at the last minuteIf you need help finding a sitter, try our Rover Match program--we’ll help connect you with great sitters in your areaYou can reach our Match team at https://www.rover.com/rover-match/All the best,Jenni S
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 was a Rover.com sitter for over a year, had a 5-star sitter rating and tons of regular customersWell about a month or so ago a dog passed away in my careThe owners failed to mention to me or to Rover that the dog had damage to his heart due to having heartworms as a puppy, and the one night this poor dog started to act weirdWouldnt stand up in his crate, could barely even lift his head and was breathing super heavyI knew he was in distress so I immediately called Rover and the ownersI let rover know that this poor dog was not feeling well and that these things had come on suddenlyhe had been outside not hours before playing with no issuesand then I called the owners immediately because they were in town and this dog was a BIG dog and I couldnt lift him with the crate by myself to get him in the car to go to the vetThe owners told me not to worry that he gets sick from time to time due to heart issues from having heartworms months ago, and they didnt want him taken to a vet because they could not afford to pay vet billsI called Rover back begging them to help me because the dog needed to be seen and the owners were against him going to a vetRover told me that my hands were tied that if the owners did not want him to go to a vet than I could not take him, and just to keep an eye on himWell I stayed up that night til 4am the next morning, he was eating, drinking and seemed to be doing better, so I laid down on my couch and went to sleepBy 11am that morning he had passed awayi woke up to find him dead in his crateCalled Rover immediately and they told me they were going to suspend my account until a review of this incident was looked at and for me to contact the owner and make after care arraignmentsSo I called the owners and they didnt want me to take the dog anywhere for a few hoursDEGREES OUTSIDE AND THEY WANTED ME TO LEAVE A DEAD DOG IN MY HOUSE FOR A FEW HOURS TIL THEY COULD FINISH DOING ERRANDS! I refused because I couldnt have a deceased dog in my house around my toddler and the other dogs for hours on end and they finally agreed to let me take him to a vetI took him to a local vet for cremation and storageA week later I get an email from rover saying my account was getting removed from their site due to too many incidents and that my current and passed clients would get emails saying I was no longer with the siteI called actually in tears by this point and asked how my account could be deleted, they brought up three other incidents on my account and told me that I was considered a liabilityi was pissed, as all incidents were out of my control, and I hadnt went against their terms of service at allThe first two incidents happened at christmas time I had several dogs in my house and the one night the lab I was watching tried to hump a GSD mix, the GSD growled, and then the lab growledI was between them and as the GSD had spent several months at my house over the summer and winter, she was very protective and they got in a fight and I got bitNeither dog was hurt just meNeither dog was vicious either, they just didnt get along with one anotherThat was strike against my account, though I did not know it at the time, then during that same period of time I had a small black dog dropped off at my house, the owner told me they were going to another city to find a home, and would be back within the week to pick their dog upThey never came back for the dog and the owner disconnected her phone from the siteThe dog stayed with me for weeks until Rover allowed me to give it up to a rescueThat was strike against my account although I couldnt have foreseen the owner abandoning their dogAnd strike happened a month or so before this dog had passed away in my careAn owner had contacted me with a new puppyThe puppy had genetic issues and other health problems due to being neglected by the breeder they bought the puppy fromThe puppy had came from a litter of dalmations, of which had diedI agreed to quarantine him in a different part of my house until he felt better although the vet and owners had expressed that he may not and could pass awayHe did end up dying from his illnesses days after they dropped him off, which devastated both the owners and myself, though the owners were not surprised it happened, and told rover that they did not blame me, they knew their puppy was probably not going to survive the weekSo these incidents all made me a liabilityWhen I talked to a manager at rover he even said, " I understand all of these incidents were things you couldnt foresee and they were beyond your control and most were the fault of the owners but our decision standsWe consider you a liability." And I would totally shrug it off if it wasnt for the fact the owners who were neglectful could still use the site like they did nothing wrongAnd I could even strug it off if I went against their terms of service but I didntIn their terms they state that their sitters and their company is not at fault for anything that may happen to a dog in our care as a result of preexisting conditions, (of those incidents), and that it is the owners responsibility to pick up their dog after a stay has ended, that the sitters are allowed to forfeit the dog over to a shelter days after the stay has endedThey cant even face a lawsuit for any of these incidents as they are covered by their terms of service which all sitters and owners have to agree to and yet they still care more about themselves than they do about their sitters or the pets on their site! Also because of my account being deleted I can not see the fees they took out for tax purposes
On Rover's website, I found a caretaker for my pet for a day weekend.My caretaker's profile on Rover clearly stated that she was from a non-smoking householdBefore I left, I asked my caretaker to limit her perfume based on my cat's terrible allergy historyWhen I came home, my home was filled with disgusting second-hand smoke.When I confronted my caretaker, she responded that she had vaped marijuana during her stay and that she had a friend over (without my permission) who smoked cigarettes on my property.The cigarettes were all over my garbage and multiple window latches were open, meaning that my caretaker and her friend smoked inside of the houseOn Rover's website, they advertise a "Rover Guarantee" which states," Physical damage to a pet owner’s personal property caused by the sitter or walker, or the sitter’s or walker’s resident pet(s)." I had hope that the company would handle my claim appropriatelyAfter weeks of scrubbing my house, throwing away my bedding, pillows,
I pet sit for Rover.comThe last pet sitting services that I did, one of the dogs peed all over my house marking their territory I reported it right away to Rover.com and they will only pay 25% of a professional service, which means that I have to pay 75%They have insurance, but it does not cover property damage, which was not known to me and it is just bad businessHow does a company who is the go-between for pet sitting in people's home, doesn't cover property damage done by those same pets? This is a very bad business practice on their partDoggies make mistakes, but this was on purpose marking on furniture, holiday decorations and the floor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meI am not looking for personal gain, I just want Rover to stop advertising lies about how much can be madeSaying that "full time sitters make a substantial amount" does not satisfy the needs of consumersPlease be more realistic or put a disclaimer when people are signing up that the advertised amount that can be made is representative of FULL TIME sittersYour practices are misleading and just saying sorry doesn't cut itI want you to stop advertising like this on Craigslist.Sincerely, *** ***
I am writing about what
happened because I want to make others aware of what we all just went through,
and I want to make people aware that my and The Zoo's experience is FAR from an
isolated incident (though I do hope and pray our experience is one of the
last)Before you read on, please know that some of the details of what
happened are heart and gut wrenchingNothing is written below for drama's sake
or to shock and awe anyone --I'm merely sharing to raise awarenessAlso,
please know that The Zoo is all fine, now.......It took me until today to
write about this because a) I was focused on work and getting The Zoo all
better and b) I was admittedly traumatized by what happened and just needed
time to process it all before I could sit and put to page all the details
Please read on knowing that I have given plenty of deference to the sayings,
"hindsight is 20/20" and "in retrospect..." Yes, I now see
several things I could have done differently (ie; should have called the police
to do a wellness check after my neighbors told me the boys had been alone and
for at least hours; should have made sure my neighbors had a key...)...I
have learned many, many hard lessons through this experienceI do not want
anyone else to ever have to learn the hard way...so, here is what happened:
I had to travel for work
back in MarchMy regular amazing friend and Zoo-sitter was not available, so I
went on Rover.com. I viewed them as a trusted resource because a) I
know many people who have used them in the past b) they say that all sitters
have gone through background checks c) they say they care and guarantee their
care with a guaranteeSpecifically, the "Rover Guarantee" is plain
as face (pay particular attention to the last sentence):
"Simply put, the Rover Guarantee is our commitment to you in the rare
instance that something goes wrong during a bookingWe offer the Guarantee
because we believe that being there for our community is a fundamental part of
what it means to be The Dog People...The Rover Guarantee reimburses members
of our community for costs arising from certain injuries or damages that occur
during a service booked and paid through RoverThe injuries or damages must
result from care provided during a Rover stay or walk, and the Guarantee
reimburses in the event the sitter or walker is unwilling or unable to pay
those costsIn certain cases, the Guarantee may also be used to reimburse for
injuries to resident pets owned by sitters or dog walkers...what's covered? Vet
care for injuries to a “Rover Dog”—i.e., a pet owner's pet(s) in a sitter’s or
dog walker's care, custody, and control ..."
I chose a sitter who
said they lived in a city nearby -a very well respected cityI chose this
sitter because their reviews were all five starsI chose this sitter because I
trusted that Rover.com didn't let anyone bad on their siteI chose
this sitter because they had indicated that they understood how important The
Zoo is to me, how important the zoo's routine is, and how important it was for
me to hear from them (sitter) on a daily basisI chose this sitter because I
trusted that they truly cared about treating animals, my family, wellI chose
this sitter because they said that The Zoo was their only job and that the
longest The Zoo would ever be without their care and companionship would maybe
be a couple hours each day (sitter was staying at my house)
The first day I was
gone, I left my house around 5:in the a.mSitter was to arrive by a.m
I checked in around 9:a.mbecause I hadn't heard from sitterSitter
returned my text a couple hours later --said they were sleepingSitter sent
pictures and lots of texts, so I felt relievedThe next day, I didn't hear
from sitter and it was around 2:pm MST, so I sent a text to check inSitter
wrote back one text to say "Yeah we all slept really well..." The
next day, I didn't hear from sitter, so at a.m., I sent a text to check in
A couple hours later, sitter finally respondedOn this same day, my neighbors
called me (side note: because there was going to be a strange car at my house,
I had alerted neighbors that I would be away...they said, "OK, we'll keep
an eye on things.") My neighbor called because she said they were really
concerned because they hadn't heard "the boys outside at all" (my
neighbors have a German Shepard puppy and every time my boys go out into my
yard, their dog barks and barks -he hadn't barked)My neighbor reported that
she hadn't seen the dog sitter all day -my heart droppedMy neighbor went to
look in my front door and could see ***She knocked on the door and he
didn't move and no one else barkedMy heart started pounding...I gave my
neighbor the code to my garage, so she went in (sitter's car wasn't there) and
tried to get into my house but the door was bolted shutThe Zoo still wasn't
making any noise (The Zoo ALWAYS gets super excited when someone is at the
door)What I felt in that moment is simply Indescribable via wordsMy
neighbor went back to the front door and knocked again...this time ***
moved and she could hear others barking...Trying to discern what to do, I
sent a text to the sitter to ask if sitter was ok, if it was too much work,
etcI tried to keep it lighthearted because I was scared sitter would hurt The
Zoo if sitter knew my neighbors had called meLater the sitter responded with
a picture of sitter and Little Little (cat), as if sitter was hanging out in my
living room --the fact is, sitter wasn't in my living room...sitter wasn't even
at my house (at this point, my neighbors had started watching for sitter's
coming and going)Because of my neighbors I know the zoo was left alone at
times for At Least hoursNone of my friends or neighbors had an extra key,
so I did what I had to do in order to just get home to my babies...I texted
sitter as if nothing was up and just tried to encourage them that it if was too
much work to let me knowno indication from sitter that they were doing
anything wrongexcept for sitter finally texted to tell me that ***'
stomach was making Extremely Loud NoisesHe was in gastric distress and I
knew it was bc of sitter’s neglect, but I didn't want to set off alarm in
sitter and risk further harm, so I encouraged sitter to feed some cat food to
***(I just wanted to get home to my babies and take them all into my
armsI wanted sitter to do the least amount of harm in the meantimeBecause
I could tell something was seriously wrong with this person, that is why I
tread so lightly in my text message responses to themin retrospect, I would
have done it differently)Thank God for my neighbors who were updating me
daily to let me know how long The Zoo was left alone --*** and *** were
without access to food and water whenever sitter was gone
When I got home, what I
found was seriously disturbingThe smell was overwhelmingSitter hadn't
scooped the litter boxes once in days (the "dirty litter" bag
that I had left sitter contained only what I had scooped on the morning I
left); sitter had smeared poop into the floor rather than cleaning it up (not
to mention, my boys don't poop in the house); sitter had tossed cigarette butts
onto the deck and before I knew they were there, *** ate one when I let him
outside; there was old food in the oven and the dishwasher was plugged up with
food; there was puke on the kitchen counter...but forget all that...because
what was most disturbing was the state of The Zoo***' eyes were a DEEP RED
the likes I have never seen before and he was shaking uncontrollably***
was limping*** was literally cry/yelpingAnd ***, who usually is super
exuberant and jumps up on people to greet them...he just shivered with his tail
between his legsThe boys all had poop in their rear feathers (long fur on
Setters is referred to as "feathers")… The girls (cats) didn't come
out at all for the first few hours after I got homeThe back yard was full of
diarrhea and poop (sitter was supposed to scoop once/day -with dogs, you have
to)It took me and a dear friend nearly hours to scoop all the poop and
diarrhea (To note: most of the poop had been stepped in, which is dangerous bc
it can cause worms, not to mention it was tracked into the houseSitter was
asked to please wipe their paws each time they come in -the boys are so good
and come in one at a time, let me wipe their paws...it takes all of 2-
minutes)
Back to The Zoo --when I
got home and let the boys out, they ALL had diarrhea...so I went to the store
to buy some organic chicken and rice to boil up for themAs usual, when I left
for the store, *** and Kip went in their crate, and *** wanted to go in it,
too (it's a very big crate); they all huddled up, as they sometimes doAs
usual, I told them, "I love you, be good, be cute, I'll be home
soon." I was back in under minutesWhen I opened the door, I couldn't
believe the smellAs I walked towards the crate, I kept my eyes peeled for the
poop I smelled...but it turned out that it was IN the crate*** had had
massive diarrhea (deduced it was him b/c of how much he had all over his bum
and tail)In the entire time I have been ***' mom, he has NEVER ever ever
messed in his crateHe was so stressed because left him for minutesAll
four boys were then bathed, fed chicken and rice and went to bedI stayed up
cleaning until in the a.m...and then *** urgently needed to go
o-u-t...that night I was up a total of times to let the boys out urgentlyI
thought everything would clear up after some chicken and rice...I was wrongIt
was clear they were all very sick, so I took them to the vet
This next part is very
hard for me to type, so I'm just going to type what my vet wrote in a summary
of the visits that she documented in their charts and in a letter
to Rover.com: "...***, ***, ***, and *** were
brought into our clinic for examsOn physical exam they were all bright,
alert, and responsive but stressed to be in the exam, their body condition was
but all appeared somewhat dull and dehydrated with loss of skin turgor
and dry tacky mucus membranesThey all had feces staining around their rectum
from the diarrhea and *** was particularly painful throughout his abdomen
***, who has severe arthritis, was very lame on all limbs and appeared
weak and had a difficult time getting up and laying downA complete blood
panel was performed on *** that showed elevated Lipase, suggestive of
gastroenteritisA fecal sample was negative for intestinal parasites and
giardiaAssessment for all four patients was dehydration and gastroenteritis
and colitis with the differential diagnosis being dietary indiscretion, toxin
ingestion, or severe stressThey were all treated with subcutaneous fluids,
metronidazole and a probioticAnd *** and *** were also treated with
anti-nausea medications*** has since returned for continuing diarrhea...he
was again treated for colitis with a longer course of treatmentThere have
been no previous gastrointestinal issues with any of the four of them and they
were all evaluated as healthy animals at their most recent wellness exams
Given that, and the absence of other diagnostic findings, I presume that their
symptoms of dehydration, diarrhea and vomiting were attributed to stress from
being neglected, inappropriate ingestion of foods or toxins or improper
medicating."
I would like to be paid back for the damage done to my home by their so called "verified sitter" Damaged two bi-fold doors, lost a remote, partied in my home, did not take care of my dog properly (feeding/walking, etc)., stole jewelry in excess of $5k and Rover has done nothing but provide more anguish and distress over this situation Damages (including theft) in excess of $6k
I can tell you from this experience with Rover.com I WILL NEVER use them again and now am having AN ADT security camera and alarm system installed this Saturday .in my home 2K system
THIS COMPANY HAS CAUSED MORE ANGUISH AND DISTRESS TO DOG, MY FAMILY AND I THAN I CAN EVEN TELL YOU Whatever the sitter did to my dog breaks my heart for her pain and suffering she cowers every time we try to pet or love her ROVER CAN GIVE A CRAP!!!! Personally and monetarily DO NOT USE STAY AWAY FROM THIS COMPANY
I started as just a dog owner I have a pound mastiff, and when I went out of town, the idea of a kennel just about made me cancel Thinking of my boy in a box for a week was terrifying I found a great sitter and he was able to be part of a family and roam around like he is used to doing
Now I am a rover sitter and love this company I have been able to establish a respectable part time income, while loving and cuddling on lots of wonderful pups I have established a regular clientele, while still getting new clients Rover has been amazingly supportive I have called their 24/support on more than occasion and they are always ready with advise and a solution I have not had a single prob;em that they didn't go above and beyond to fix I have been fortunate that I have not had any serious issues, but they even help with the small stuff
I would like to see maybe a stricter process for establishing sittersOverall this is an amazing service
The whole reason to go through a website like Rover is so there is a layer of protection between you and the sitterYou think that in the event of a problem, Rover will step in and rectify the situation
I'm here to let you know, they will notThey could care less who is listed as a sitter on their siteWe booked a sitter through rover.com to do once a day min to change food and litterWe came home one night at 1:in the morning to find her past out in our bed and empty alcohol bottles of ours littered throughout the apartment
According to Rover they can only offer a third party mediator in case of a sitter issueThey don't care what happened and said they think they can "coach" the sitter so it won't happen againI don't even think they read my emails because I would immediately remove someone like that from my business
Needless to say, I highly do not recommend RoverThey offer you no help should an issue arise
I left my three pets (two dogs, one cat) with a sitter booked via Rover over July 4th weekend Upon returning home, I found my down comforter soaking wet and emanating a terrible odor (sitter was staying in a guest room, so this was very shocking to me) I reached out to the sitter and was told one of the dogs had an accident on the bed (which she later told me is "very common") and she attempted to wash my down comforter After taking my down comforter to the dry cleaner in an attempt to correct the damage caused from it being wet for several days, the stench was still very present, requiring me to purchase a new down comforter The sitter also placed the down comforter over a railing to air dry when the dryer wasn't working fast enough, causing damage to the wall where the down comforter rested It was at this point I contacted Rover Support After going through the process, Rover determined their "Premium Insurance" would not cover this incident The reasons provided were: 1)
Complaint: ***I am rejecting this response because:
Why does what your insurance covers matter?
I'm sorry that you are not covered by insurance but that does not change your legal obligation to the situation
Insurance said that since our dog threw up the day before the sitter came, that makes this a pre-existing condition even though the two things were completely unrelated
BAD BUSINESS! You should be ashamed, and I will do everything I can to make sure your customers know that this is how Rover takes care of our pets and their customers
*** ***
Rover.com suspended my account and requested that a pet sitting client book my services via the website and then when she tried to book the service Rover.com would not let herShe then proceeded to cancel less than hours before the pet sit was supposed to startIf the pet sit were actually booked through Rover.com and I would have gotten a late cancel paymentThus, I want Rover to pay $that I lost out on because of themThe late cancel is documented in Rover chat
Hi ***! We're going to stay home this weekend*** isn't getting better and *** is worried about leaving her for the whole weekendWe're going to take her back in to get checkedSorry!! We'll keep you in mind for the future
*** *days ago
Additionally, I have asked for my account be deleted and Rover.com has not responded
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,
*** ***
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
We made last-minute dog sitting reservations with a sitter via rover.comThe sitter and I exchanged a few messages, then she requested full payment in advance to confirm the reservationShe ignored us for a full hours after receiving payment, which resulted in our decision to cancel our bookingWe simply did not have a good feeling about leaving our dogs with this womanThe sitter's cancellation policy states the following: " A full refund is available if a client cancels by 12:00pm the day before the service begins12:00pm is determined by the sitter's time zoneIf canceled later than 12:00pm the day before the service begins, a 50% refund is available for the first seven days of the service, and a 100% refund is available for any additional days." Please notice that the cancellation policy is without a clause for same-day/last-minute bookingsWhen I asked the sitter for clarification she replied with, "Not sure I understand your questionThe timing of the reservation doesn'
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,*** ***
We have been Rover clients for nearly two years and overall experience was fine until we had to submit a complaint Then, Rover handled things extremely poorly and unprofessionally We were out of state for the weekend and used a new sitter (highly rated on the Rover app) for drvisits We were very explicit via the app about the days and times for her to stop by for our two dogs She neglected to come in for one of the night visits, leaving our two dogs alone for over hours They missed a meal, medication, and (we saw later) urinated on the rug When we asked the sitter about it, she said she did come in, but this is in direct contrast to our security system log, camera (independent from the security system), and Rover's own app where sitters leave 'cards' containing updates We reported to Rover, shared all of our evidence including screenshots and video clips, and they only offered us a half refund This will only cover a fraction of the cost of getting our rug professionally cleaned, which we had to do because the urine had soaked in for nearly two daysGiven that we are long-time customers in good standing, it's terrifying to think how they would handle cases with any hint of ambiguity
I'll get right to the point - there is absolutely no vetting process to ensure that the person with whom you are entrusting your pet's well being is actually suited to take on such a responsibilityAnyone can sito offer their services - Rover does a background check for the criminal records, but there is no interview process, licensing or certification to ensure that the person is fit to care for your petMy two dogs were severely neglected after I monitored the pet sitter through my security systemCustomer support was worthless with a simply apology e-mail, but no commitment to follow through to ensure that the sitter would be held accountableIt wasn't until I posted on their FB page that anyone took me seriously or even caredThe business model isn't one that protects the consumer at allAnyone can sign up and become one of their pet sitters without any vetting processI've seen a ton of PR about what a cool place it is to work - how about a cool company with integrity to truly offer the "trustworthy" service that they claim to provide
Complaint: ***I am rejecting this response because:
I would like Revdex.com to be a mediator in their San Francisco office, I will bring dog owners as witnesses who have placed their orders again and again on Rover (since September of 2016) or Dog Vacay (since August of 2016.)Sincerely,*** ***
Hi ***, Thank you for sharing your feedback and we’re so sorry to hear that your sitter had to cancel your booking at the last minuteIf you need help finding a sitter, try our Rover Match program--we’ll help connect you with great sitters in your areaYou can reach our Match team at https://www.rover.com/rover-match/All the best,Jenni S
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 was a Rover.com sitter for over a year, had a 5-star sitter rating and tons of regular customersWell about a month or so ago a dog passed away in my careThe owners failed to mention to me or to Rover that the dog had damage to his heart due to having heartworms as a puppy, and the one night this poor dog started to act weirdWouldnt stand up in his crate, could barely even lift his head and was breathing super heavyI knew he was in distress so I immediately called Rover and the ownersI let rover know that this poor dog was not feeling well and that these things had come on suddenlyhe had been outside not hours before playing with no issuesand then I called the owners immediately because they were in town and this dog was a BIG dog and I couldnt lift him with the crate by myself to get him in the car to go to the vetThe owners told me not to worry that he gets sick from time to time due to heart issues from having heartworms months ago, and they didnt want him taken to a vet because they could not afford to pay vet billsI called Rover back begging them to help me because the dog needed to be seen and the owners were against him going to a vetRover told me that my hands were tied that if the owners did not want him to go to a vet than I could not take him, and just to keep an eye on himWell I stayed up that night til 4am the next morning, he was eating, drinking and seemed to be doing better, so I laid down on my couch and went to sleepBy 11am that morning he had passed awayi woke up to find him dead in his crateCalled Rover immediately and they told me they were going to suspend my account until a review of this incident was looked at and for me to contact the owner and make after care arraignmentsSo I called the owners and they didnt want me to take the dog anywhere for a few hoursDEGREES OUTSIDE AND THEY WANTED ME TO LEAVE A DEAD DOG IN MY HOUSE FOR A FEW HOURS TIL THEY COULD FINISH DOING ERRANDS! I refused because I couldnt have a deceased dog in my house around my toddler and the other dogs for hours on end and they finally agreed to let me take him to a vetI took him to a local vet for cremation and storageA week later I get an email from rover saying my account was getting removed from their site due to too many incidents and that my current and passed clients would get emails saying I was no longer with the siteI called actually in tears by this point and asked how my account could be deleted, they brought up three other incidents on my account and told me that I was considered a liabilityi was pissed, as all incidents were out of my control, and I hadnt went against their terms of service at allThe first two incidents happened at christmas time I had several dogs in my house and the one night the lab I was watching tried to hump a GSD mix, the GSD growled, and then the lab growledI was between them and as the GSD had spent several months at my house over the summer and winter, she was very protective and they got in a fight and I got bitNeither dog was hurt just meNeither dog was vicious either, they just didnt get along with one anotherThat was strike against my account, though I did not know it at the time, then during that same period of time I had a small black dog dropped off at my house, the owner told me they were going to another city to find a home, and would be back within the week to pick their dog upThey never came back for the dog and the owner disconnected her phone from the siteThe dog stayed with me for weeks until Rover allowed me to give it up to a rescueThat was strike against my account although I couldnt have foreseen the owner abandoning their dogAnd strike happened a month or so before this dog had passed away in my careAn owner had contacted me with a new puppyThe puppy had genetic issues and other health problems due to being neglected by the breeder they bought the puppy fromThe puppy had came from a litter of dalmations, of which had diedI agreed to quarantine him in a different part of my house until he felt better although the vet and owners had expressed that he may not and could pass awayHe did end up dying from his illnesses days after they dropped him off, which devastated both the owners and myself, though the owners were not surprised it happened, and told rover that they did not blame me, they knew their puppy was probably not going to survive the weekSo these incidents all made me a liabilityWhen I talked to a manager at rover he even said, " I understand all of these incidents were things you couldnt foresee and they were beyond your control and most were the fault of the owners but our decision standsWe consider you a liability." And I would totally shrug it off if it wasnt for the fact the owners who were neglectful could still use the site like they did nothing wrongAnd I could even strug it off if I went against their terms of service but I didntIn their terms they state that their sitters and their company is not at fault for anything that may happen to a dog in our care as a result of preexisting conditions, (of those incidents), and that it is the owners responsibility to pick up their dog after a stay has ended, that the sitters are allowed to forfeit the dog over to a shelter days after the stay has endedThey cant even face a lawsuit for any of these incidents as they are covered by their terms of service which all sitters and owners have to agree to and yet they still care more about themselves than they do about their sitters or the pets on their site! Also because of my account being deleted I can not see the fees they took out for tax purposes
On Rover's website, I found a caretaker for my pet for a day weekend.My caretaker's profile on Rover clearly stated that she was from a non-smoking householdBefore I left, I asked my caretaker to limit her perfume based on my cat's terrible allergy historyWhen I came home, my home was filled with disgusting second-hand smoke.When I confronted my caretaker, she responded that she had vaped marijuana during her stay and that she had a friend over (without my permission) who smoked cigarettes on my property.The cigarettes were all over my garbage and multiple window latches were open, meaning that my caretaker and her friend smoked inside of the houseOn Rover's website, they advertise a "Rover Guarantee" which states," Physical damage to a pet owner’s personal property caused by the sitter or walker, or the sitter’s or walker’s resident pet(s)." I had hope that the company would handle my claim appropriatelyAfter weeks of scrubbing my house, throwing away my bedding, pillows,
I pet sit for Rover.comThe last pet sitting services that I did, one of the dogs peed all over my house marking their territory I reported it right away to Rover.com and they will only pay 25% of a professional service, which means that I have to pay 75%They have insurance, but it does not cover property damage, which was not known to me and it is just bad businessHow does a company who is the go-between for pet sitting in people's home, doesn't cover property damage done by those same pets? This is a very bad business practice on their partDoggies make mistakes, but this was on purpose marking on furniture, holiday decorations and the floor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meI am not looking for personal gain, I just want Rover to stop advertising lies about how much can be madeSaying that "full time sitters make a substantial amount" does not satisfy the needs of consumersPlease be more realistic or put a disclaimer when people are signing up that the advertised amount that can be made is representative of FULL TIME sittersYour practices are misleading and just saying sorry doesn't cut itI want you to stop advertising like this on Craigslist.Sincerely, *** ***
I am writing about what
happened because I want to make others aware of what we all just went through,
and I want to make people aware that my and The Zoo's experience is FAR from an
isolated incident (though I do hope and pray our experience is one of the
last)Before you read on, please know that some of the details of what
happened are heart and gut wrenchingNothing is written below for drama's sake
or to shock and awe anyone --I'm merely sharing to raise awarenessAlso,
please know that The Zoo is all fine, now.......It took me until today to
write about this because a) I was focused on work and getting The Zoo all
better and b) I was admittedly traumatized by what happened and just needed
time to process it all before I could sit and put to page all the details
Please read on knowing that I have given plenty of deference to the sayings,
"hindsight is 20/20" and "in retrospect..." Yes, I now see
several things I could have done differently (ie; should have called the police
to do a wellness check after my neighbors told me the boys had been alone and
for at least hours; should have made sure my neighbors had a key...)...I
have learned many, many hard lessons through this experienceI do not want
anyone else to ever have to learn the hard way...so, here is what happened:
I had to travel for work
back in MarchMy regular amazing friend and Zoo-sitter was not available, so I
went on Rover.com. I viewed them as a trusted resource because a) I
know many people who have used them in the past b) they say that all sitters
have gone through background checks c) they say they care and guarantee their
care with a guaranteeSpecifically, the "Rover Guarantee" is plain
as face (pay particular attention to the last sentence):
"Simply put, the Rover Guarantee is our commitment to you in the rare
instance that something goes wrong during a bookingWe offer the Guarantee
because we believe that being there for our community is a fundamental part of
what it means to be The Dog People...The Rover Guarantee reimburses members
of our community for costs arising from certain injuries or damages that occur
during a service booked and paid through RoverThe injuries or damages must
result from care provided during a Rover stay or walk, and the Guarantee
reimburses in the event the sitter or walker is unwilling or unable to pay
those costsIn certain cases, the Guarantee may also be used to reimburse for
injuries to resident pets owned by sitters or dog walkers...what's covered? Vet
care for injuries to a “Rover Dog”—i.e., a pet owner's pet(s) in a sitter’s or
dog walker's care, custody, and control ..."
I chose a sitter who
said they lived in a city nearby -a very well respected cityI chose this
sitter because their reviews were all five starsI chose this sitter because I
trusted that Rover.com didn't let anyone bad on their siteI chose
this sitter because they had indicated that they understood how important The
Zoo is to me, how important the zoo's routine is, and how important it was for
me to hear from them (sitter) on a daily basisI chose this sitter because I
trusted that they truly cared about treating animals, my family, wellI chose
this sitter because they said that The Zoo was their only job and that the
longest The Zoo would ever be without their care and companionship would maybe
be a couple hours each day (sitter was staying at my house)
The first day I was
gone, I left my house around 5:in the a.mSitter was to arrive by a.m
I checked in around 9:a.mbecause I hadn't heard from sitterSitter
returned my text a couple hours later --said they were sleepingSitter sent
pictures and lots of texts, so I felt relievedThe next day, I didn't hear
from sitter and it was around 2:pm MST, so I sent a text to check inSitter
wrote back one text to say "Yeah we all slept really well..." The
next day, I didn't hear from sitter, so at a.m., I sent a text to check in
A couple hours later, sitter finally respondedOn this same day, my neighbors
called me (side note: because there was going to be a strange car at my house,
I had alerted neighbors that I would be away...they said, "OK, we'll keep
an eye on things.") My neighbor called because she said they were really
concerned because they hadn't heard "the boys outside at all" (my
neighbors have a German Shepard puppy and every time my boys go out into my
yard, their dog barks and barks -he hadn't barked)My neighbor reported that
she hadn't seen the dog sitter all day -my heart droppedMy neighbor went to
look in my front door and could see ***She knocked on the door and he
didn't move and no one else barkedMy heart started pounding...I gave my
neighbor the code to my garage, so she went in (sitter's car wasn't there) and
tried to get into my house but the door was bolted shutThe Zoo still wasn't
making any noise (The Zoo ALWAYS gets super excited when someone is at the
door)What I felt in that moment is simply Indescribable via wordsMy
neighbor went back to the front door and knocked again...this time ***
moved and she could hear others barking...Trying to discern what to do, I
sent a text to the sitter to ask if sitter was ok, if it was too much work,
etcI tried to keep it lighthearted because I was scared sitter would hurt The
Zoo if sitter knew my neighbors had called meLater the sitter responded with
a picture of sitter and Little Little (cat), as if sitter was hanging out in my
living room --the fact is, sitter wasn't in my living room...sitter wasn't even
at my house (at this point, my neighbors had started watching for sitter's
coming and going)Because of my neighbors I know the zoo was left alone at
times for At Least hoursNone of my friends or neighbors had an extra key,
so I did what I had to do in order to just get home to my babies...I texted
sitter as if nothing was up and just tried to encourage them that it if was too
much work to let me knowno indication from sitter that they were doing
anything wrongexcept for sitter finally texted to tell me that ***'
stomach was making Extremely Loud NoisesHe was in gastric distress and I
knew it was bc of sitter’s neglect, but I didn't want to set off alarm in
sitter and risk further harm, so I encouraged sitter to feed some cat food to
***(I just wanted to get home to my babies and take them all into my
armsI wanted sitter to do the least amount of harm in the meantimeBecause
I could tell something was seriously wrong with this person, that is why I
tread so lightly in my text message responses to themin retrospect, I would
have done it differently)Thank God for my neighbors who were updating me
daily to let me know how long The Zoo was left alone --*** and *** were
without access to food and water whenever sitter was gone
When I got home, what I
found was seriously disturbingThe smell was overwhelmingSitter hadn't
scooped the litter boxes once in days (the "dirty litter" bag
that I had left sitter contained only what I had scooped on the morning I
left); sitter had smeared poop into the floor rather than cleaning it up (not
to mention, my boys don't poop in the house); sitter had tossed cigarette butts
onto the deck and before I knew they were there, *** ate one when I let him
outside; there was old food in the oven and the dishwasher was plugged up with
food; there was puke on the kitchen counter...but forget all that...because
what was most disturbing was the state of The Zoo***' eyes were a DEEP RED
the likes I have never seen before and he was shaking uncontrollably***
was limping*** was literally cry/yelpingAnd ***, who usually is super
exuberant and jumps up on people to greet them...he just shivered with his tail
between his legsThe boys all had poop in their rear feathers (long fur on
Setters is referred to as "feathers")… The girls (cats) didn't come
out at all for the first few hours after I got homeThe back yard was full of
diarrhea and poop (sitter was supposed to scoop once/day -with dogs, you have
to)It took me and a dear friend nearly hours to scoop all the poop and
diarrhea (To note: most of the poop had been stepped in, which is dangerous bc
it can cause worms, not to mention it was tracked into the houseSitter was
asked to please wipe their paws each time they come in -the boys are so good
and come in one at a time, let me wipe their paws...it takes all of 2-
minutes)
Back to The Zoo --when I
got home and let the boys out, they ALL had diarrhea...so I went to the store
to buy some organic chicken and rice to boil up for themAs usual, when I left
for the store, *** and Kip went in their crate, and *** wanted to go in it,
too (it's a very big crate); they all huddled up, as they sometimes doAs
usual, I told them, "I love you, be good, be cute, I'll be home
soon." I was back in under minutesWhen I opened the door, I couldn't
believe the smellAs I walked towards the crate, I kept my eyes peeled for the
poop I smelled...but it turned out that it was IN the crate*** had had
massive diarrhea (deduced it was him b/c of how much he had all over his bum
and tail)In the entire time I have been ***' mom, he has NEVER ever ever
messed in his crateHe was so stressed because left him for minutesAll
four boys were then bathed, fed chicken and rice and went to bedI stayed up
cleaning until in the a.m...and then *** urgently needed to go
o-u-t...that night I was up a total of times to let the boys out urgentlyI
thought everything would clear up after some chicken and rice...I was wrongIt
was clear they were all very sick, so I took them to the vet
This next part is very
hard for me to type, so I'm just going to type what my vet wrote in a summary
of the visits that she documented in their charts and in a letter
to Rover.com: "...***, ***, ***, and *** were
brought into our clinic for examsOn physical exam they were all bright,
alert, and responsive but stressed to be in the exam, their body condition was
but all appeared somewhat dull and dehydrated with loss of skin turgor
and dry tacky mucus membranesThey all had feces staining around their rectum
from the diarrhea and *** was particularly painful throughout his abdomen
***, who has severe arthritis, was very lame on all limbs and appeared
weak and had a difficult time getting up and laying downA complete blood
panel was performed on *** that showed elevated Lipase, suggestive of
gastroenteritisA fecal sample was negative for intestinal parasites and
giardiaAssessment for all four patients was dehydration and gastroenteritis
and colitis with the differential diagnosis being dietary indiscretion, toxin
ingestion, or severe stressThey were all treated with subcutaneous fluids,
metronidazole and a probioticAnd *** and *** were also treated with
anti-nausea medications*** has since returned for continuing diarrhea...he
was again treated for colitis with a longer course of treatmentThere have
been no previous gastrointestinal issues with any of the four of them and they
were all evaluated as healthy animals at their most recent wellness exams
Given that, and the absence of other diagnostic findings, I presume that their
symptoms of dehydration, diarrhea and vomiting were attributed to stress from
being neglected, inappropriate ingestion of foods or toxins or improper
medicating."
I would like to be paid back for the damage done to my home by their so called "verified sitter" Damaged two bi-fold doors, lost a remote, partied in my home, did not take care of my dog properly (feeding/walking, etc)., stole jewelry in excess of $5k and Rover has done nothing but provide more anguish and distress over this situation Damages (including theft) in excess of $6k
I can tell you from this experience with Rover.com I WILL NEVER use them again and now am having AN ADT security camera and alarm system installed this Saturday .in my home 2K system
THIS COMPANY HAS CAUSED MORE ANGUISH AND DISTRESS TO DOG, MY FAMILY AND I THAN I CAN EVEN TELL YOU Whatever the sitter did to my dog breaks my heart for her pain and suffering she cowers every time we try to pet or love her ROVER CAN GIVE A CRAP!!!! Personally and monetarily DO NOT USE STAY AWAY FROM THIS COMPANY
I started as just a dog owner I have a pound mastiff, and when I went out of town, the idea of a kennel just about made me cancel Thinking of my boy in a box for a week was terrifying I found a great sitter and he was able to be part of a family and roam around like he is used to doing
Now I am a rover sitter and love this company I have been able to establish a respectable part time income, while loving and cuddling on lots of wonderful pups I have established a regular clientele, while still getting new clients Rover has been amazingly supportive I have called their 24/support on more than occasion and they are always ready with advise and a solution I have not had a single prob;em that they didn't go above and beyond to fix I have been fortunate that I have not had any serious issues, but they even help with the small stuff
I would like to see maybe a stricter process for establishing sittersOverall this is an amazing service
The whole reason to go through a website like Rover is so there is a layer of protection between you and the sitterYou think that in the event of a problem, Rover will step in and rectify the situation
I'm here to let you know, they will notThey could care less who is listed as a sitter on their siteWe booked a sitter through rover.com to do once a day min to change food and litterWe came home one night at 1:in the morning to find her past out in our bed and empty alcohol bottles of ours littered throughout the apartment
According to Rover they can only offer a third party mediator in case of a sitter issueThey don't care what happened and said they think they can "coach" the sitter so it won't happen againI don't even think they read my emails because I would immediately remove someone like that from my business
Needless to say, I highly do not recommend RoverThey offer you no help should an issue arise
I left my three pets (two dogs, one cat) with a sitter booked via Rover over July 4th weekend Upon returning home, I found my down comforter soaking wet and emanating a terrible odor (sitter was staying in a guest room, so this was very shocking to me) I reached out to the sitter and was told one of the dogs had an accident on the bed (which she later told me is "very common") and she attempted to wash my down comforter After taking my down comforter to the dry cleaner in an attempt to correct the damage caused from it being wet for several days, the stench was still very present, requiring me to purchase a new down comforter The sitter also placed the down comforter over a railing to air dry when the dryer wasn't working fast enough, causing damage to the wall where the down comforter rested It was at this point I contacted Rover Support After going through the process, Rover determined their "Premium Insurance" would not cover this incident The reasons provided were: 1)
Complaint: ***I am rejecting this response because:
Why does what your insurance covers matter?
I'm sorry that you are not covered by insurance but that does not change your legal obligation to the situation
Insurance said that since our dog threw up the day before the sitter came, that makes this a pre-existing condition even though the two things were completely unrelated
BAD BUSINESS! You should be ashamed, and I will do everything I can to make sure your customers know that this is how Rover takes care of our pets and their customers
*** ***
Rover.com suspended my account and requested that a pet sitting client book my services via the website and then when she tried to book the service Rover.com would not let herShe then proceeded to cancel less than hours before the pet sit was supposed to startIf the pet sit were actually booked through Rover.com and I would have gotten a late cancel paymentThus, I want Rover to pay $that I lost out on because of themThe late cancel is documented in Rover chat
Hi ***! We're going to stay home this weekend*** isn't getting better and *** is worried about leaving her for the whole weekendWe're going to take her back in to get checkedSorry!! We'll keep you in mind for the future
*** *days ago
Additionally, I have asked for my account be deleted and Rover.com has not responded