I used Rover.com for the first time to find a pet sitter in August I input my zip code and found a list of several dog sitters in my area I contacted a couple of the dog sitters, including the girl I eventually hired She had multiple star reviews so I contacted her on the website and she responded immediately We agreed to meet at my house and I met with her and liked her enough to decide to check her references.; She provided me with references and I called and talked to all three They all highly recommended her She stayed with my dog in August and I came home and knew immediately that something was not right It looked like she had been in our bedroom closet and had gone through our drawers and belongingsI didn't immediately know that anything had been stolen About weeks later, I was on a local neighborhood website and another family in my town had posted that their dog sitter had totally ripped them off and they posted photos of the thieves One of the photos was of the same girl that I had hired through rover.com When I realized that she had stolen from this other family, I went home and took a closer look and discovered that she had stolen jewelry and precious items from me too I went to the local police the next morning and filed a police report It turns out that this girl had done the same thing to multiple other families in my town and she and her cohorts were all heroin addicts looking to steal items to fund their heroin drug habits The police told me that they had contacted rover.com and told them of her thieving behavior and rover had taken her down and banned her from marketing her dog sitter services on the website The big thing that I am really angry about is that rover.com never even contacted me to alert me to the fact that this dog sitter was a thief She texted me and her other clients after rover.com took her down and she said that rover.com took her down because they suspected her of booking dog sitting appointments off their site (so they wouldn't get their cut of the fees charged) This was a total lie and if I hadn't already been suspicious of her I could have hired her again to come dog sit for me, not knowing that she was a lying thief When I called rover to complain that they hadn't contacted me, they had nothing to say about it They just don't care They supposedly vet their dog sitters, but clearly, this girl passed their screening and turned out to be a lying thief I would never recommend rover.com to anyone based on how they handled knowing that a dog sitter that booked appointments through their website went on and ripped those customers off She is now behind bars because another woman who got ripped off by her had the courage to set up a sting with our local police and she was caught with a credit card in her possession that belonged to one of her clients She and her cohorts are expected to be in jail for a long time for what they did Rover.com needs to assume some responsibility for their dog sitters when they turn out to be thieves They did nothing and they seem to have no interest in protecting the people who use their services DO NOT hire a dog sitter through this website Find someone who has actually worked for someone you know and make sure you know what kind of person you are hiring to come into your home and take care of your precious pet
Recently while my fiancé and I were out of town for training (active-duty ***) we relied on "Meg" from Rover to watch over our pets The deal that we PAID for was that she would watch our pets in our home and we even paid her extra to take care of our cat She called us after only one day of us being gone and informed us that she was allergic to cats and that she could not stay at our house With us being so far away with limited options and time we agreed that she could take our dog to her house and check on our cat (feed & clean litter box) daily She only cleaned our cats litter box TWICE in a week and his food and water bowl were empty when we got homeShe was suppose to take [redacted] (our dog) back to our house around close of business, however, she had PLANS WITH FRIENDS and could not complete that taskOnce again something that we PAID for prior to her starting her job When we went to get our dog he was soaking wet, filthy dirty and stunk! We contacted emergency customer service where we were ensured the problem would be taken care ofNot only have they not done any of this they have not even been in contact with meI am so scared that this sitter will neglect other animals and will continue to scam customersRover lets her get away with it and in the end the ANIMALS ARE SUFFERING!!!!!!! MY PETS WERE NEGLECTED!!!!!!!! THIS WILL NOT REST!
Hi ***,Thank you for sharing your feedback about this experienceI'm so sorry to hear about this! The reservation guarantee is intended for booked stays, and unfortunately it sounds like your stay was not booked through RoverWe apologize for any confusion around this program, and we'd love to help you find a great sitter near youYou can contact our Rover Match team anytime for help finding a sitter at rover.com/rover-match.I see that our leadership team has been in contact with you, and if you have additional questions we're available 24/at 888-453-7889.All the best,Jenni S
Hi [redacted] , We are so sorry to hear about your dog passing away and our hearts go out to youI see that you are currently working with our Trust & Safety team and if you’d like further support we’re available 24/at 888-727-1140.All the best,Jenni S
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'
I contacted rover.com and made arrangements to have a nearby couple watch our dog on an agreed upon dateAs the date grew near the couple contacted us to let us know that they would be evacuating ahead of a hurricane that was projected to come through the areaA new date was agreed upon by ourselves and the sitterWhile at the sitters home on the new agreed upon date our dogs front right canine tooth was avulsed from the socket along with soft tissue, resulting in the loss of the tooth and $in emergency and corrective medical costsWe immediately contacted rover.com to let them know about the incident and to ask them to submit a claim to their insurerWe were abruptly met with resistance and rationals as to why they were not responsibleThe reason given for the refusal to submit the claim was that the original date had been changedIn their own contract it states that to be covered" ithe injury must have occurred during the scheduled start and end dates of a booking ac
Rover sitters leave dozens of dogs dead every month and even more injured or lostThey do not care about your pets, they care about their reputation which is why they don't share the information of how many dogs they killLet me tell you, there are a lot of beloved family pets who never got to see their families ever again because they were killed by a negligent sitterRover then continues to allow these people to watch pets because they only care about making money -- and the money they make goes to hiding negative reviews and expanding to other countries where they can cause more deathsAs was the case for the dog sitter that killed my dogShe had a history of negligence that Rover knew about but because they did nothing, she was allowed to keep watching people's pets until time ran out with my dogFinally, they did not even remove her from the platform until I went to the local news -- again, because they are only worried about their imageIn reality, Rover is the absolute WORST thing to happen to the pet care industryThey are greedy, evil humans with no regard to the pain they cause on a daily basis - they will take your money but when a tragedy happens, all you get is an automated email stating "oops sorry about killing you dog." I hope more people discover the truth about this companyI had no idea that by using them, I would never see my best friend againHe deserved so much better and the fact that he was just one out of so many killed means that this company needs to stop what they're doing because no one is safe with ethically devoid Rover out there watching our best friends
Hi ***,Thank you for sharing your experience and taking the time to reach outThe third-party insurer we work with is unfortunately not able to cover this particular claim, and we're so sorry for any confusion about what the insurance included with Rover bookings coversWe will work to make that clearer in the future to better support our community, and appreciate this feedback immenselyIf you have any remaining questions or concerns, don't hesitate to reach out to our 24/support team at 888-453-7889.All the best,Jenni
Complaint: [redacted] I am rejecting this response because: Hi Kate, Please elaborate, explain in details why I am not fit for Rover I registered in September, you accepted me, October past you accepted, November past you accepted me, December came you accepted me, with a total dogs count I believe of dogs Come January, a dog owner went thru Rover did not pay, Rover did not get 20%, I did not get 80%, and yet took care of the dog for free for days! What is it that Rover thinks [redacted] is not fit to be a dog sitter at Rover? If I am not a dog-lover, why would I go online and dog-sit? If I don't care about dogs, why would I raised and cared for one dog that lasted yrs, and a 2nd dog that lasted yrs that past away Dec 21, What is it that Rover is not happy about me or my profile? Please explain or be specific or elaborate in detail Because I don't think Rover is being fair, reasonable, or can I say 'I am being discriminated upon.' Thanks! [redacted] Sincerely, [redacted]
I booked a sitter through Rover.com who in felted my puppies with roundwormIt has caused severe trauma to all of them, cost me significant money, and left several items in my house ruined due to contamination with fecesAlso, rover.com does not release sitter info, so I had to do detective work myself on the sitterI discovered that she has a vast criminal record including arrest and jail just days after I picked up my puppies
First time using Rover and it will be the last Thankfully I have security cameras to know that the girl named Fiona never came to my house to take my dogs out Fiona stated that she did come to the house, which was a lie I was in another state frantically trying to get someone there for my two dogs It ended up being hours that my dogs were alone I called Rover , they stated that Fiona will not be fired and that they will help coach her to do a better job I still have not received a refund from them None of this is acceptableOn top of everything else you cannot leave a bad review This is misrepresentation of the company They should be held accountableI feel terrible for those who do not have security cameras since Rover .com does not care who they hire and do not let others leave a true account for a review Again this company is very misleading I wish I had known about this company before I used them Again I used them due to "only good " reviews
NEVER USE THEM!!!! UNRELIABLE AND BILL FOR SERVICES NEVER RECEIVED!!!!!!!!!!!! We used the Rover app when going out of town for the weekendWe have dogs, and three ducksIt was made clear to the sitter that the ducks had to be locked in their pen by dark due to predators(coyotes, raccoons, etc) and the dogs ate around 6:00PM We left town and that night tried to check in with the sitter to make sure she was able to get into the house okay, at around 9:00PM since we still had not heard from her we sent over a family friend to see if the animals had been taken care ofThe ducks were still out and the dogs had not been fed or let outThankfully they were okayAt this time we decided to cancel the Rover sitter since they were not doing as instructedEven though we cancelled due to lack of service and putting our animals in danger, Rover still billed us for half of the amount and refused to refund usThis was our first and will be our ONLY experience with RoverDO NOT USE THIS APP UNLESS YOU ARE OKAY WITH PAYING SOMEONE WHO DOES NOT SHOW UP TO WATCH YOUR ANIMALS
If you love your pet – DO NOT USE ROVER I purchased and in home sitting package through Rover for my year old, blind dog, with a sitter who, according to Rover’s website specialized in senior dog and dogs with special needsThe sitter then took the dog from my home to her home where he “fell” stories on to concreteAs my dog was dying in her car she stopped to pick up a friend on the way to the hospitalAfter they arrived at the hospital he died within minutes I called Rover that night to find out what happens when they kill your dog and to make sure the sitter was off the siteThey said they would do a full investigation and that my case was assigned to another agentI asked that agent call me back that night and she never didThey sent me an email days after saying “Our condolences to you and your family” and then a week and a day after he died they left a voicemail and emailed saying they didn’t want to bother me during this time and they would be sending me a survey about this experience, which was distasteful at bestWhen I reached back out after I had taken care of my dogs after-careI was again unable to reach my assigned agentI talked to another and asked him if the sitter was off the siteHe told me due to a privacy policy he was unable to tell meAfter I explained the gross misconduct of the sitter, he then put me on hold and came back and told me if I couldn’t find her name or rebook her she wasn’t on the site I asked that the agent on my case call me backWhen I didn’t hear back, I then reached out to the VP of Rover and got a call back from a managerAfter asking if the sitter was on the site she told me noThat the privacy policy didn’t apply to me since the situation was so severe and the misconduct was so apparentI told her of all of the expenses that were incurred due to the death of my dogShe told me to provide an itemized list of all of my expenses and that the medical and after care would be covered and she would be getting management approval for the restShe then went out of town and I was given another manager to work withHe came back and told me they would cover nothing but the aftercare, medical expenses and cost of a new dogThey wouldn’t even cover the cost of the cooler they had to put my dog in to transport him home to meHe then told me there were discrepancy’s and contradicted things that the other manager had said and confirmed to be trueHe then stated he couldn’t tell me things due to their privacy policyThey clearly use their privacy policy when it is convenient for themI asked if this was their final offer and he said yesHe then told me that to obtain the funds they were offering I had to sign and non-disclosure agreement which signs my rights away to tell my story or have any future claim against themHow many pet owners in their darkest moment of grief and need for reimbursement, have signed away their rights to even inform the Revdex.com of what happened to their petThe number of pets injured or killed by Rover is vastly underreported due to this shady practice When I chose a sitter that specialized in dogs with special needs and senior dogs, I thought that was vettedWhen I paid for the house-sitting package on Rover I thought there was a policy that the sitter would stay in my homeI was tragically mistakenIt is clear that this company is not vetting their sitters to the extent they claim or market on their websiteThe use their privacy policy when it is convenientWhen a situation of gross misconduct and negligence happens they do not take accountability nor work with owners to fully address the situationThe most disturbing thing about Rover is the clear delineation between how they promote and market themselves and what their Terms of Service StateThey say every house sitter on the site has been hand-reviewed and approved by the Rover team and that 95% of those sitters get 5-star ratings When you look at the fine print in the Terms of Service you realize they are nothing more than a place where pet owners and sitters meet, and payment is takenThey are not accountable for anything elseThese are deceptive marketing practicesTheir website is misleading consumers when you compare their TOSs to the marketing on their site I am no longer working with Rover on this issueThey have provided their final offer and I refuse to sign a non-disclosure to silence myself in telling the story about my dog and the dangers of using RoverPeople need to know how misleading this company is and the potential death and injury that can happen to their pet by using their service
I recently booked through rover.com for a pet sitter from nov 23-with a man named MichaelI booked for my dog to stay with him and was in a pinch to find somebody a little last minuteI met with Michael and set up the dog sitting and Michael had requested that instead of my dog staying with him at his house, she would stay at my home and Michael would attend to her multiple times throughout the daySince I was in a pinch, I agreed to this with the promise that I would receive daily updates and photosI have Michael my keys and instructions and expected exactly what he told meUnfortunately, I only received two updates and photos for the days I was goneAdditionally, I came home to an empty freezer, missing beer and a bottle of expensive scotch that was half goneAlso, a bag of trash was found laying on my kitchen table, the leash and collar were not in the spots I had left them and my dogs water was nearly emptyI had told Michael to leave my keys on the kitchen table when he left, which was not doneIt then took me days to get my keys back from him after he told me multiple times that he was dropping them offHe preceded to ignore my phone calls and texts and then after promising yet again my keys would be dropped off he never showed upI later found my keys under my doormat and didn't receive a message from him that they were there until much laterBecause of this experience I will no longer be using your serviceThe sitters need to be vetting more carefully, as I would not want anybody else to experience this When I told Rover customer service about this experience, they instructed me to leave a public review on Michael's page and said that they would "take note of this and follow up with Michael as necessary." Compensation was still provided to Michael and Michael continues to be on the siteRover did nothing to reimburse me or handle this situation in any wayI would strongly advise against anybody using this company as they have poor customer service
Hi ***,Thank you for taking the time to reach out—we are so sorry to hear about this experienceDog safety is our top priority and we take complaints of this nature very seriouslyI see that you have been working with our support team and that we are currently awaiting further documentation from you in order to move forwardWe look forward to hearing from you, and if you have any additional questions please don't hesitate to get in touch.All the best,Jenni S
Hi ***, Thank you for offering your feedback and perspective on this situationWe do take pet owner feedback into consideration when reviewing a sitter, however there are other concerns in this case which we have communicated with your sitterWe recognize that not everyone is a fit for Rover’s unique community, and wish your sitter all the best in their future endeavorsIf you’d like personalized assistance finding a new sitter, we would be happy to helpYou can reach us at rover.com/help Thank you, Kate
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
Thank you for reaching outWe're sorry to hear you had a negative experience with RoverTo follow up on our earlier conversation, we would love to help you get your money directly deposited into your bank accountPlease let us know if you have any trouble getting the information you needWe're happy to help!We're dedicated to helping our sitters grow their dog-sitting businesses, and your feedback helps us learn what we can do betterIf you have any more questions, please reach out to us at [redacted] or [redacted] @Rover.com
I left my dog with a Rover sitter and had the worst professional experience with herMy dog had a heart condition, and although he was very active and seemingly healthy, he did experience heart failure in the pastBecause of this, I met with the sitter beforehand and provided a two page document of how to care for him - his temperament, what symptoms to look for, and emergency contact info The sitter reached out to me to express concern about his behaviorI asked to send a videoShe waited hours before sending oneWhen I got it, I said I was worried and asked her to keep me updatedShe did not communicate with me at al, other than sending pictures of my dog with no text hours passed since we last talked, and I learned my dog was taken to the vet, provided CPR, and passed awayThe medical report said he was having respiratory issues all night, but I was not informed of this I later reached out to Rover to express my concerns, primarily because I did not want any other dogs and their owners experiencing the same thing as I didThey were understanding and empathetic to the situation; however, I am not sure if they have done much to proactively prevent this from occurring againIn their words, "As independent business owners and as a marketplace for them to list their businesses, I alone unfortunately personally do not have every power to change their business, remove them etc like you would a traditional "boss" or "employee"."
Hi ***, I’m so sorry to hear about your experience and hope that your dog is doing well nowPet safety is our number one priority so we’re very disheartened to hear about your experience and your concerns with this sitterI can see that you’ve been working with our Trust & Safety team, please contact us with any questions--we’re available 24/at 888-727-1140.All the bestJenni S
I used Rover.com for the first time to find a pet sitter in August I input my zip code and found a list of several dog sitters in my area I contacted a couple of the dog sitters, including the girl I eventually hired She had multiple star reviews so I contacted her on the website and she responded immediately We agreed to meet at my house and I met with her and liked her enough to decide to check her references.; She provided me with references and I called and talked to all three They all highly recommended her She stayed with my dog in August and I came home and knew immediately that something was not right It looked like she had been in our bedroom closet and had gone through our drawers and belongingsI didn't immediately know that anything had been stolen About weeks later, I was on a local neighborhood website and another family in my town had posted that their dog sitter had totally ripped them off and they posted photos of the thieves One of the photos was of the same girl that I had hired through rover.com When I realized that she had stolen from this other family, I went home and took a closer look and discovered that she had stolen jewelry and precious items from me too I went to the local police the next morning and filed a police report It turns out that this girl had done the same thing to multiple other families in my town and she and her cohorts were all heroin addicts looking to steal items to fund their heroin drug habits The police told me that they had contacted rover.com and told them of her thieving behavior and rover had taken her down and banned her from marketing her dog sitter services on the website The big thing that I am really angry about is that rover.com never even contacted me to alert me to the fact that this dog sitter was a thief She texted me and her other clients after rover.com took her down and she said that rover.com took her down because they suspected her of booking dog sitting appointments off their site (so they wouldn't get their cut of the fees charged) This was a total lie and if I hadn't already been suspicious of her I could have hired her again to come dog sit for me, not knowing that she was a lying thief When I called rover to complain that they hadn't contacted me, they had nothing to say about it They just don't care They supposedly vet their dog sitters, but clearly, this girl passed their screening and turned out to be a lying thief I would never recommend rover.com to anyone based on how they handled knowing that a dog sitter that booked appointments through their website went on and ripped those customers off She is now behind bars because another woman who got ripped off by her had the courage to set up a sting with our local police and she was caught with a credit card in her possession that belonged to one of her clients She and her cohorts are expected to be in jail for a long time for what they did Rover.com needs to assume some responsibility for their dog sitters when they turn out to be thieves They did nothing and they seem to have no interest in protecting the people who use their services DO NOT hire a dog sitter through this website Find someone who has actually worked for someone you know and make sure you know what kind of person you are hiring to come into your home and take care of your precious pet
Recently while my fiancé and I were out of town for training (active-duty ***) we relied on "Meg" from Rover to watch over our pets The deal that we PAID for was that she would watch our pets in our home and we even paid her extra to take care of our cat She called us after only one day of us being gone and informed us that she was allergic to cats and that she could not stay at our house With us being so far away with limited options and time we agreed that she could take our dog to her house and check on our cat (feed & clean litter box) daily She only cleaned our cats litter box TWICE in a week and his food and water bowl were empty when we got homeShe was suppose to take [redacted] (our dog) back to our house around close of business, however, she had PLANS WITH FRIENDS and could not complete that taskOnce again something that we PAID for prior to her starting her job When we went to get our dog he was soaking wet, filthy dirty and stunk! We contacted emergency customer service where we were ensured the problem would be taken care ofNot only have they not done any of this they have not even been in contact with meI am so scared that this sitter will neglect other animals and will continue to scam customersRover lets her get away with it and in the end the ANIMALS ARE SUFFERING!!!!!!! MY PETS WERE NEGLECTED!!!!!!!! THIS WILL NOT REST!
Hi ***,Thank you for sharing your feedback about this experienceI'm so sorry to hear about this! The reservation guarantee is intended for booked stays, and unfortunately it sounds like your stay was not booked through RoverWe apologize for any confusion around this program, and we'd love to help you find a great sitter near youYou can contact our Rover Match team anytime for help finding a sitter at rover.com/rover-match.I see that our leadership team has been in contact with you, and if you have additional questions we're available 24/at 888-453-7889.All the best,Jenni S
Hi [redacted] , We are so sorry to hear about your dog passing away and our hearts go out to youI see that you are currently working with our Trust & Safety team and if you’d like further support we’re available 24/at 888-727-1140.All the best,Jenni S
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'
I contacted rover.com and made arrangements to have a nearby couple watch our dog on an agreed upon dateAs the date grew near the couple contacted us to let us know that they would be evacuating ahead of a hurricane that was projected to come through the areaA new date was agreed upon by ourselves and the sitterWhile at the sitters home on the new agreed upon date our dogs front right canine tooth was avulsed from the socket along with soft tissue, resulting in the loss of the tooth and $in emergency and corrective medical costsWe immediately contacted rover.com to let them know about the incident and to ask them to submit a claim to their insurerWe were abruptly met with resistance and rationals as to why they were not responsibleThe reason given for the refusal to submit the claim was that the original date had been changedIn their own contract it states that to be covered" ithe injury must have occurred during the scheduled start and end dates of a booking ac
Rover sitters leave dozens of dogs dead every month and even more injured or lostThey do not care about your pets, they care about their reputation which is why they don't share the information of how many dogs they killLet me tell you, there are a lot of beloved family pets who never got to see their families ever again because they were killed by a negligent sitterRover then continues to allow these people to watch pets because they only care about making money -- and the money they make goes to hiding negative reviews and expanding to other countries where they can cause more deathsAs was the case for the dog sitter that killed my dogShe had a history of negligence that Rover knew about but because they did nothing, she was allowed to keep watching people's pets until time ran out with my dogFinally, they did not even remove her from the platform until I went to the local news -- again, because they are only worried about their imageIn reality, Rover is the absolute WORST thing to happen to the pet care industryThey are greedy, evil humans with no regard to the pain they cause on a daily basis - they will take your money but when a tragedy happens, all you get is an automated email stating "oops sorry about killing you dog." I hope more people discover the truth about this companyI had no idea that by using them, I would never see my best friend againHe deserved so much better and the fact that he was just one out of so many killed means that this company needs to stop what they're doing because no one is safe with ethically devoid Rover out there watching our best friends
Hi ***,Thank you for sharing your experience and taking the time to reach outThe third-party insurer we work with is unfortunately not able to cover this particular claim, and we're so sorry for any confusion about what the insurance included with Rover bookings coversWe will work to make that clearer in the future to better support our community, and appreciate this feedback immenselyIf you have any remaining questions or concerns, don't hesitate to reach out to our 24/support team at 888-453-7889.All the best,Jenni
Complaint: [redacted] I am rejecting this response because: Hi Kate, Please elaborate, explain in details why I am not fit for Rover I registered in September, you accepted me, October past you accepted, November past you accepted me, December came you accepted me, with a total dogs count I believe of dogs Come January, a dog owner went thru Rover did not pay, Rover did not get 20%, I did not get 80%, and yet took care of the dog for free for days! What is it that Rover thinks [redacted] is not fit to be a dog sitter at Rover? If I am not a dog-lover, why would I go online and dog-sit? If I don't care about dogs, why would I raised and cared for one dog that lasted yrs, and a 2nd dog that lasted yrs that past away Dec 21, What is it that Rover is not happy about me or my profile? Please explain or be specific or elaborate in detail Because I don't think Rover is being fair, reasonable, or can I say 'I am being discriminated upon.' Thanks! [redacted] Sincerely, [redacted]
I booked a sitter through Rover.com who in felted my puppies with roundwormIt has caused severe trauma to all of them, cost me significant money, and left several items in my house ruined due to contamination with fecesAlso, rover.com does not release sitter info, so I had to do detective work myself on the sitterI discovered that she has a vast criminal record including arrest and jail just days after I picked up my puppies
First time using Rover and it will be the last Thankfully I have security cameras to know that the girl named Fiona never came to my house to take my dogs out Fiona stated that she did come to the house, which was a lie I was in another state frantically trying to get someone there for my two dogs It ended up being hours that my dogs were alone I called Rover , they stated that Fiona will not be fired and that they will help coach her to do a better job I still have not received a refund from them None of this is acceptableOn top of everything else you cannot leave a bad review This is misrepresentation of the company They should be held accountableI feel terrible for those who do not have security cameras since Rover .com does not care who they hire and do not let others leave a true account for a review Again this company is very misleading I wish I had known about this company before I used them Again I used them due to "only good " reviews
NEVER USE THEM!!!! UNRELIABLE AND BILL FOR SERVICES NEVER RECEIVED!!!!!!!!!!!! We used the Rover app when going out of town for the weekendWe have dogs, and three ducksIt was made clear to the sitter that the ducks had to be locked in their pen by dark due to predators(coyotes, raccoons, etc) and the dogs ate around 6:00PM We left town and that night tried to check in with the sitter to make sure she was able to get into the house okay, at around 9:00PM since we still had not heard from her we sent over a family friend to see if the animals had been taken care ofThe ducks were still out and the dogs had not been fed or let outThankfully they were okayAt this time we decided to cancel the Rover sitter since they were not doing as instructedEven though we cancelled due to lack of service and putting our animals in danger, Rover still billed us for half of the amount and refused to refund usThis was our first and will be our ONLY experience with RoverDO NOT USE THIS APP UNLESS YOU ARE OKAY WITH PAYING SOMEONE WHO DOES NOT SHOW UP TO WATCH YOUR ANIMALS
If you love your pet – DO NOT USE ROVER I purchased and in home sitting package through Rover for my year old, blind dog, with a sitter who, according to Rover’s website specialized in senior dog and dogs with special needsThe sitter then took the dog from my home to her home where he “fell” stories on to concreteAs my dog was dying in her car she stopped to pick up a friend on the way to the hospitalAfter they arrived at the hospital he died within minutes I called Rover that night to find out what happens when they kill your dog and to make sure the sitter was off the siteThey said they would do a full investigation and that my case was assigned to another agentI asked that agent call me back that night and she never didThey sent me an email days after saying “Our condolences to you and your family” and then a week and a day after he died they left a voicemail and emailed saying they didn’t want to bother me during this time and they would be sending me a survey about this experience, which was distasteful at bestWhen I reached back out after I had taken care of my dogs after-careI was again unable to reach my assigned agentI talked to another and asked him if the sitter was off the siteHe told me due to a privacy policy he was unable to tell meAfter I explained the gross misconduct of the sitter, he then put me on hold and came back and told me if I couldn’t find her name or rebook her she wasn’t on the site I asked that the agent on my case call me backWhen I didn’t hear back, I then reached out to the VP of Rover and got a call back from a managerAfter asking if the sitter was on the site she told me noThat the privacy policy didn’t apply to me since the situation was so severe and the misconduct was so apparentI told her of all of the expenses that were incurred due to the death of my dogShe told me to provide an itemized list of all of my expenses and that the medical and after care would be covered and she would be getting management approval for the restShe then went out of town and I was given another manager to work withHe came back and told me they would cover nothing but the aftercare, medical expenses and cost of a new dogThey wouldn’t even cover the cost of the cooler they had to put my dog in to transport him home to meHe then told me there were discrepancy’s and contradicted things that the other manager had said and confirmed to be trueHe then stated he couldn’t tell me things due to their privacy policyThey clearly use their privacy policy when it is convenient for themI asked if this was their final offer and he said yesHe then told me that to obtain the funds they were offering I had to sign and non-disclosure agreement which signs my rights away to tell my story or have any future claim against themHow many pet owners in their darkest moment of grief and need for reimbursement, have signed away their rights to even inform the Revdex.com of what happened to their petThe number of pets injured or killed by Rover is vastly underreported due to this shady practice When I chose a sitter that specialized in dogs with special needs and senior dogs, I thought that was vettedWhen I paid for the house-sitting package on Rover I thought there was a policy that the sitter would stay in my homeI was tragically mistakenIt is clear that this company is not vetting their sitters to the extent they claim or market on their websiteThe use their privacy policy when it is convenientWhen a situation of gross misconduct and negligence happens they do not take accountability nor work with owners to fully address the situationThe most disturbing thing about Rover is the clear delineation between how they promote and market themselves and what their Terms of Service StateThey say every house sitter on the site has been hand-reviewed and approved by the Rover team and that 95% of those sitters get 5-star ratings When you look at the fine print in the Terms of Service you realize they are nothing more than a place where pet owners and sitters meet, and payment is takenThey are not accountable for anything elseThese are deceptive marketing practicesTheir website is misleading consumers when you compare their TOSs to the marketing on their site I am no longer working with Rover on this issueThey have provided their final offer and I refuse to sign a non-disclosure to silence myself in telling the story about my dog and the dangers of using RoverPeople need to know how misleading this company is and the potential death and injury that can happen to their pet by using their service
I recently booked through rover.com for a pet sitter from nov 23-with a man named MichaelI booked for my dog to stay with him and was in a pinch to find somebody a little last minuteI met with Michael and set up the dog sitting and Michael had requested that instead of my dog staying with him at his house, she would stay at my home and Michael would attend to her multiple times throughout the daySince I was in a pinch, I agreed to this with the promise that I would receive daily updates and photosI have Michael my keys and instructions and expected exactly what he told meUnfortunately, I only received two updates and photos for the days I was goneAdditionally, I came home to an empty freezer, missing beer and a bottle of expensive scotch that was half goneAlso, a bag of trash was found laying on my kitchen table, the leash and collar were not in the spots I had left them and my dogs water was nearly emptyI had told Michael to leave my keys on the kitchen table when he left, which was not doneIt then took me days to get my keys back from him after he told me multiple times that he was dropping them offHe preceded to ignore my phone calls and texts and then after promising yet again my keys would be dropped off he never showed upI later found my keys under my doormat and didn't receive a message from him that they were there until much laterBecause of this experience I will no longer be using your serviceThe sitters need to be vetting more carefully, as I would not want anybody else to experience this When I told Rover customer service about this experience, they instructed me to leave a public review on Michael's page and said that they would "take note of this and follow up with Michael as necessary." Compensation was still provided to Michael and Michael continues to be on the siteRover did nothing to reimburse me or handle this situation in any wayI would strongly advise against anybody using this company as they have poor customer service
Hi ***,Thank you for taking the time to reach out—we are so sorry to hear about this experienceDog safety is our top priority and we take complaints of this nature very seriouslyI see that you have been working with our support team and that we are currently awaiting further documentation from you in order to move forwardWe look forward to hearing from you, and if you have any additional questions please don't hesitate to get in touch.All the best,Jenni S
Hi ***, Thank you for offering your feedback and perspective on this situationWe do take pet owner feedback into consideration when reviewing a sitter, however there are other concerns in this case which we have communicated with your sitterWe recognize that not everyone is a fit for Rover’s unique community, and wish your sitter all the best in their future endeavorsIf you’d like personalized assistance finding a new sitter, we would be happy to helpYou can reach us at rover.com/help Thank you, Kate
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
Thank you for reaching outWe're sorry to hear you had a negative experience with RoverTo follow up on our earlier conversation, we would love to help you get your money directly deposited into your bank accountPlease let us know if you have any trouble getting the information you needWe're happy to help!We're dedicated to helping our sitters grow their dog-sitting businesses, and your feedback helps us learn what we can do betterIf you have any more questions, please reach out to us at [redacted] or [redacted] @Rover.com
I left my dog with a Rover sitter and had the worst professional experience with herMy dog had a heart condition, and although he was very active and seemingly healthy, he did experience heart failure in the pastBecause of this, I met with the sitter beforehand and provided a two page document of how to care for him - his temperament, what symptoms to look for, and emergency contact info The sitter reached out to me to express concern about his behaviorI asked to send a videoShe waited hours before sending oneWhen I got it, I said I was worried and asked her to keep me updatedShe did not communicate with me at al, other than sending pictures of my dog with no text hours passed since we last talked, and I learned my dog was taken to the vet, provided CPR, and passed awayThe medical report said he was having respiratory issues all night, but I was not informed of this I later reached out to Rover to express my concerns, primarily because I did not want any other dogs and their owners experiencing the same thing as I didThey were understanding and empathetic to the situation; however, I am not sure if they have done much to proactively prevent this from occurring againIn their words, "As independent business owners and as a marketplace for them to list their businesses, I alone unfortunately personally do not have every power to change their business, remove them etc like you would a traditional "boss" or "employee"."
Hi ***, I’m so sorry to hear about your experience and hope that your dog is doing well nowPet safety is our number one priority so we’re very disheartened to hear about your experience and your concerns with this sitterI can see that you’ve been working with our Trust & Safety team, please contact us with any questions--we’re available 24/at 888-727-1140.All the bestJenni S