Avoid this service at ALL COSTSOur week old puppy was nearly killed by a Rover sitter (Caroline Sin [redacted] ***) who left him unattended for 10+ hours and starved him of BOTH food and waterOur brand new $sofa was covered in his vomit, diarrhea, and urine (as was the puppy himself)We caught the Rover sitter in numerous lies and discovered evidence that during the time she was in our house, she consumed alcohol and did not care for our animal whatsoeverRover's reply? That they are not liable and they have ALSO not suspended the sitter so she is currently putting other animals in danger as I typeAbsolutely DisgustingI cannot even explain the emotional stress and anxiety caused by this companyRun, don't walk, in the other direction
We hired a sitter through Rover to watch our dogs while we were out of town in CaliforniaOur dog [redacted] ate a sock and it was in his system for over two days before he was taken to emergency services to have it removedOur and a half year old lab died as a resultIf he would have been taken sooner, the vet would have been able to provide a different route of care and he would have survivedI paid Rover to provide reasonable care of our dog in our absence and there was a significant break of tardinees and dutyIt was reasonably forseeable for the sitter to have taken him to emergency care in our absence and it did not happenOur medical bills totaled 10,and we now have a dead dog
I went through Rover and hired Cecilia (Cece) Sto care for my dogs and home for 4/17- 4/21/for overnight stays and extra time during the day with an agreement that the dogs were not to be left alone longer than hrs at a timeIt is unclear when Cece was in my home on 4/At 11pm, my neighbor sent me a text and asked how often the sitter should be comingI said she was doing overnights, spending time during the day, etc [redacted] let me know that she had not seen Cece coming/going during the day but [redacted] did feel like the house was unoccupied for some time because the hall light and the backyard light were the only lights onI began to call and text CeceAs time passed I began to worry and finally asked [redacted] to go knock on the doorShe did several times and Cece did not answer [redacted] entered my home at approx12:15am (I was on the phone) called for Cece and walking through the houseMy dogs were aloneThe food and wine gifts I had left for Cece had been consumed, but th
We hired a sitter through Rover.com to care for our dogs for days while we were in MexicoWe communicated the days and times and agreed upon noon Sunday-the following SundayI texted her when we arrived in Mexico and she had not arrived (pm) she stated she planned to come after work (5pm)She stated she thought the agreed upon time was (the email exchange indicated noon and that is still hours before when she came)Our dogs were left unattended for hoursI contacted Rover about this and they stated the issue was resolved, but it did not resolve the fact we did not get the service paid for or that our dogs were left without food, water or a bathroom break for an unreasonable amount of timeI received a text that she had left our dogs out when asked to contain them while leaving and they chewed a couchI expect a sitter can follow instructions for care of our animalsOur dogs gentle leaders were destroyed and Rover will not communicate what happened and neither would
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: [redacted] I am rejecting this response because: Rover is not accepting any responsibility even though I called them and put them on notice In addition the walker breached the walking contractsIn Virginia, I am not obligated to pay for any services as they were never completedIt is pretty straight forward actuallyYou don’t do the job you don’t get paidPretty fundamental business structure Sincerely, [redacted]
I cannot even begin to tell you the horrific experience I had with this corrupt company First off, I had my dog dropped off at sitter where he was promptly lost within two hours of my dropping him off The sitter then sent me texts bashing me for "not having a socialized dog, etc." That was completely false, and of course, completely uncalled for He promised me he had a high fence, would be home to watch 24/and not to worry He had just sent me a text minutes earlier telling me how my dog was adjusting well and all would be fine Of course the minute he loses my dog it is all MY fault, right? OK, so I am worried to death my dog may get hit by a car and die due to his negligence He said he only left him for ten minutes and when he came back he was gone Oh my Two and half days later my dog shows up at my house No help from ROVER My dog found his way on HIS OWN! He wanted to be home, obviously I was working long hours and had to check messages during short breaks during the day ROVER went ahead and snatched my dog from MY PROPERTY without authorization, after they found out that he was at home, while I was at work They promptly went ahead and placed him in yet another home, WITHOUT my authorization At the end of the day, I got my dog back safely, but it was through no help of ROVER Then, they tried to make themselves out to be some sort of heroes or something because my dog made it back to my house alive?? He did that on his own! Rover had absolutely nothing to do with it They further added insult to injury by harassing me to accept the change and payment as if I should be happy with everything they did wrong! I was trying to put away my groceries and this Natalie M person from customer support would not leave me alone, even though I kept asking her to She aggravated me by continuing to harass me, and then started to threaten that if I did not accept the terms within hours they would go ahead and take payment and close my account I told her she was harassing me and that it was illegal, along with the other things they had done, such as trespassing She then apparently went ahead and took payment unauthorized from my credit card, fraudulently, and then closed my account/deactivated it, so that I could not post a review or my experience on the site I am warning any and every one what this horrible experience and company is DO NOT USE THEM! MORALLY and ETHICALLY absent I would give them an F- for the absolute worst customer service ever I LOST a dog, among other things They have such high egos apparently that they will protect their reputation at any cost They must be stopped Poor pets DO NOT TRUST THEM!!! They are not doing anything right here A very, shady practice who will only care about their bottom line DISGUSTING!!
This is the worst possible company you could hire for pet careI both watched pets and had our dog taken care of by Rover sitters for three years before I finally could not take it anymore! First off, Rover robs money from their pet sitters and treats them like cattleI had a woman decide to have her neighbor watch her dog, I refunded her payment in full, then she changed her mind and called Rover with a fake store about me so she could try to get freebiesWithout talking to me Rover freezed my account and put a note on my account They believed her not me and this woman has never used Rover before Keep in mind I was issued a background check and had been a loyal Rover customer for years! In addition, customers can post reviews of their stay but Rover does not allow sitters to reply to these review s even after claiming that they do allow this reply toolI one had an owner lie that her son was potty trainedShe gave me a star review but I could not warn other sitters that the dog was not potty trained and would destroy their home When having our dog cared for I called Rover support three times to add a serviceI was treated so rudely by the woman who answered and was then sent an email saying thank you for contacting usI had to contact the sitter privately and just paid her without using the appNever again! Because Rover made accusations about me that lacked evidence, and treated me with disrespect, and has no idea what they are doing, we will never use them againI have shared my experience with all of my colleagues and friends My husband and I will never use this company again and will pay more to use a reputable pet boarding facility that is not run by telemarketers with no people skills If you love your pets please go elsewherePet care is not the time to cut corners, and Rover does not truly care for its customers, sitters, or petsThey value a quick buck more than retaining long term clients and training their support staff and sitters with universal protocols
I contacted Rover.com in order to locate and hire a pet sitter to perform drvisits according to the guidelines set out in their website of a set fee (in my case $10) for each minute visit which is paid directly to Rover.comI identified a sitter, met the sitter, exchanged the key and gave her instructions for caring for my animals and completed the necessary hiring procedure via Rover.com websiteI did not further discuss length of visit as the guidelines offered online were sufficientUpon reviewing the sitters visits via my security system logs, the sitter's visits averaged minutes (out of total visits) with visits being minutes or lessI asked the company for review and refund for incomplete service and they have stated that I needed to seek refund from the sitter directlyThey argue that the sitter visited my home times a day as hired to do and that I did not notify the sitter during her contracted period that I was unhappy with her service, therefore th
On April 9th, 2017, a Contractor/Petsitter (Small Business Owner) working on behalf of Rover.com (referenced as Merisa) lost our dog ***She admitted that she left him in her backyard and went to make dinnerWhen she went back outside, he was goneI was on my honeymoon and out of the country (hour flight away) Merisa neglected to notify rover.com immediately of the issue (I've heard multiple stories from all parties involved, but it sounds like 1-hours went by before rover.com was notified)Merisa then contacted Rover.com who contacted both my mother [redacted] (who also had two dogs staying with Merisa) and me via voicemailI was on a plane and didn't know until later [redacted] was in Honolulu, HI enjoying a much needed vacation after my weddingQuickly mobilizing, she hopped on the first flight (hours) back home to help find our lost family memberBy the time I received the vmail, I quickly called rover.com to find out more informationAs this was the middle of the ni
My dog was watched by a rover sitter July 28-32, He wasn’t fed his specified special diet and came back with hot spots on his legs and paws caused by not eating his special foodBecause of this I have had to pay $in vet bills plus my dog’s pain for his treatmentHe is on steroids to treat the spots and meds for his stomach to prevent ulcers from not having his diet followed against my wishesI contacted rover.com and they say I have to be out over $in vet bills before they will reimburse but if their sitter had followed my directions for my pet I wouldn’t have had to take him to the vet and incur any bills at allI want a refund of the $i paid for the sitting fee plus my vet bills back
I hired a dogs sitter to sit Friday after before to sat I met her she advices me that she was not taking zoology in college and doesn't know about vet schoolI picked her because this is what rover had in her bioI proceeded to introduce her and asked if she was able to be here the entire time we were gone as the dogs get stressed being in their cages long periods of timeShe assured me she would be here the entire timeShe never showed I text her and rover no response from rover she text me and hour later said she was here but someone was here so she leftShe knew my daughter would be here till she came she hadn't comeMy daughter fed the dogs, sitter came and was here min and leftI text her asked how the dogs were she said real good I asked if she was at my home she said I amWell I have a security system and camera, she wasn't there it was after 9pm and she liedI text rover again no responseI had to call everyone I could find give them the code to my house t
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,
Hi ***, As fellow pet lovers, we absolutely understand how devastating it is to find out your pet is lostWe’re so glad that [redacted] is back home and safe with youOur team has privately discussed with you our insurance policy and we will take your feedback into serious consideration going forwardThank you for voicing your concerns—feedback from pet parents like you helps us to continually improveWe remain available 24/to answer any further questions.All the best,Kate H
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
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 [redacted] 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 [redacted] 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 -- [redacted] and [redacted] 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, [redacted] 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 [redacted] was limping [redacted] was literally cry/yelpingAnd [redacted] , 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, [redacted] and Kip went in their crate, and [redacted] 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 [redacted] 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 [redacted] 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: "...***, [redacted] , [redacted] , and [redacted] 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 [redacted] was particularly painful throughout his abdomen [redacted] , 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 [redacted] 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 [redacted] and [redacted] were also treated with anti-nausea medications [redacted] 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."
This company is a completely unethicalDo not trust them to have any protection for you or your animalI had extreme damage done to my home; the owner and I worked it out, yet Rover ended the stay on their endAfter emailing with them about it, they closed my account completely and kept the moneyThey should be put out of business, I fear for those that use this company at all
There are some good sitters on the siteUnfortunately, if you end up with a bad one, you are out of luck as this company assumes no responsibility and offer no assistance at allThey claim they are merely a referral company like [redacted] for drivers but unlike ***, they cannot offer refund, assistance or compensation of any sortThey claim they have insurance protection, but just like any insurance companies, they are a pain in the back to deal with and deny all claimsIt is really a scam on paper to say that the bookings there are protectedIt really is not protected in any wayI will not trust sitters on their website and instead will use local pet hotels or franchise petsitting services at [redacted] or [redacted] instead: at least they are responsible for the service they provide!
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
horrible experience! My sitter had taken my dog to the dog park, she did not have a leash when bringing her in as I just found out a few weeks agoThe company uses a phone to collect all the messages she sends When my dog bit another she decided to switch phonesAfter the incident she did not report it to the then company [redacted] ***Rover had taken over by the time I had gotten a summons for courtA few weeks agoAnyway I called Rover and they were the ones that said if there was a report than they would cover with the insurance I paid for with my sitterActually I got different answeres with different people and of them hung up on me! I then text the sitter who told me she did report itSo I told her to call Rover and staighten it outShe text me they would call back with in a weekWell low and behold no phone call! Now after I posed a bad review another dog sitter that I had reservations with just emails me to cancel my reservation I have had for months for October! Rover had told me they do not screen any of these people and they are not responsible for their any irresponsible actions! Also the sitter I had with the dog park was supposed to make a report, a wrtitten one thereDid she? Nope, and I have witnesses that told me she was told toWhen I text her of course she lied about it Meanwhile I have a number of other reports that were made of the incidentAll stating she did not bring a leash to the park at all not even in her car! And she is responsible for my dog with no leash? My dog had another tiff before the incident and she did not have sense enough to take my dog out of the park? What kind of dog sitter is that? A totally irresponsible one! And how about Rover giving me multiple different responses, hanging up on me and never calling me back? Horrible way to run a buisness! save your money, Find a responsible sitter for your dogs!
Avoid this service at ALL COSTSOur week old puppy was nearly killed by a Rover sitter (Caroline Sin [redacted] ***) who left him unattended for 10+ hours and starved him of BOTH food and waterOur brand new $sofa was covered in his vomit, diarrhea, and urine (as was the puppy himself)We caught the Rover sitter in numerous lies and discovered evidence that during the time she was in our house, she consumed alcohol and did not care for our animal whatsoeverRover's reply? That they are not liable and they have ALSO not suspended the sitter so she is currently putting other animals in danger as I typeAbsolutely DisgustingI cannot even explain the emotional stress and anxiety caused by this companyRun, don't walk, in the other direction
We hired a sitter through Rover to watch our dogs while we were out of town in CaliforniaOur dog [redacted] ate a sock and it was in his system for over two days before he was taken to emergency services to have it removedOur and a half year old lab died as a resultIf he would have been taken sooner, the vet would have been able to provide a different route of care and he would have survivedI paid Rover to provide reasonable care of our dog in our absence and there was a significant break of tardinees and dutyIt was reasonably forseeable for the sitter to have taken him to emergency care in our absence and it did not happenOur medical bills totaled 10,and we now have a dead dog
I went through Rover and hired Cecilia (Cece) Sto care for my dogs and home for 4/17- 4/21/for overnight stays and extra time during the day with an agreement that the dogs were not to be left alone longer than hrs at a timeIt is unclear when Cece was in my home on 4/At 11pm, my neighbor sent me a text and asked how often the sitter should be comingI said she was doing overnights, spending time during the day, etc [redacted] let me know that she had not seen Cece coming/going during the day but [redacted] did feel like the house was unoccupied for some time because the hall light and the backyard light were the only lights onI began to call and text CeceAs time passed I began to worry and finally asked [redacted] to go knock on the doorShe did several times and Cece did not answer [redacted] entered my home at approx12:15am (I was on the phone) called for Cece and walking through the houseMy dogs were aloneThe food and wine gifts I had left for Cece had been consumed, but th
We hired a sitter through Rover.com to care for our dogs for days while we were in MexicoWe communicated the days and times and agreed upon noon Sunday-the following SundayI texted her when we arrived in Mexico and she had not arrived (pm) she stated she planned to come after work (5pm)She stated she thought the agreed upon time was (the email exchange indicated noon and that is still hours before when she came)Our dogs were left unattended for hoursI contacted Rover about this and they stated the issue was resolved, but it did not resolve the fact we did not get the service paid for or that our dogs were left without food, water or a bathroom break for an unreasonable amount of timeI received a text that she had left our dogs out when asked to contain them while leaving and they chewed a couchI expect a sitter can follow instructions for care of our animalsOur dogs gentle leaders were destroyed and Rover will not communicate what happened and neither would
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: [redacted] I am rejecting this response because: Rover is not accepting any responsibility even though I called them and put them on notice In addition the walker breached the walking contractsIn Virginia, I am not obligated to pay for any services as they were never completedIt is pretty straight forward actuallyYou don’t do the job you don’t get paidPretty fundamental business structure Sincerely, [redacted]
I cannot even begin to tell you the horrific experience I had with this corrupt company First off, I had my dog dropped off at sitter where he was promptly lost within two hours of my dropping him off The sitter then sent me texts bashing me for "not having a socialized dog, etc." That was completely false, and of course, completely uncalled for He promised me he had a high fence, would be home to watch 24/and not to worry He had just sent me a text minutes earlier telling me how my dog was adjusting well and all would be fine Of course the minute he loses my dog it is all MY fault, right? OK, so I am worried to death my dog may get hit by a car and die due to his negligence He said he only left him for ten minutes and when he came back he was gone Oh my Two and half days later my dog shows up at my house No help from ROVER My dog found his way on HIS OWN! He wanted to be home, obviously I was working long hours and had to check messages during short breaks during the day ROVER went ahead and snatched my dog from MY PROPERTY without authorization, after they found out that he was at home, while I was at work They promptly went ahead and placed him in yet another home, WITHOUT my authorization At the end of the day, I got my dog back safely, but it was through no help of ROVER Then, they tried to make themselves out to be some sort of heroes or something because my dog made it back to my house alive?? He did that on his own! Rover had absolutely nothing to do with it They further added insult to injury by harassing me to accept the change and payment as if I should be happy with everything they did wrong! I was trying to put away my groceries and this Natalie M person from customer support would not leave me alone, even though I kept asking her to She aggravated me by continuing to harass me, and then started to threaten that if I did not accept the terms within hours they would go ahead and take payment and close my account I told her she was harassing me and that it was illegal, along with the other things they had done, such as trespassing She then apparently went ahead and took payment unauthorized from my credit card, fraudulently, and then closed my account/deactivated it, so that I could not post a review or my experience on the site I am warning any and every one what this horrible experience and company is DO NOT USE THEM! MORALLY and ETHICALLY absent I would give them an F- for the absolute worst customer service ever I LOST a dog, among other things They have such high egos apparently that they will protect their reputation at any cost They must be stopped Poor pets DO NOT TRUST THEM!!! They are not doing anything right here A very, shady practice who will only care about their bottom line DISGUSTING!!
This is the worst possible company you could hire for pet careI both watched pets and had our dog taken care of by Rover sitters for three years before I finally could not take it anymore! First off, Rover robs money from their pet sitters and treats them like cattleI had a woman decide to have her neighbor watch her dog, I refunded her payment in full, then she changed her mind and called Rover with a fake store about me so she could try to get freebiesWithout talking to me Rover freezed my account and put a note on my account They believed her not me and this woman has never used Rover before Keep in mind I was issued a background check and had been a loyal Rover customer for years! In addition, customers can post reviews of their stay but Rover does not allow sitters to reply to these review s even after claiming that they do allow this reply toolI one had an owner lie that her son was potty trainedShe gave me a star review but I could not warn other sitters that the dog was not potty trained and would destroy their home When having our dog cared for I called Rover support three times to add a serviceI was treated so rudely by the woman who answered and was then sent an email saying thank you for contacting usI had to contact the sitter privately and just paid her without using the appNever again! Because Rover made accusations about me that lacked evidence, and treated me with disrespect, and has no idea what they are doing, we will never use them againI have shared my experience with all of my colleagues and friends My husband and I will never use this company again and will pay more to use a reputable pet boarding facility that is not run by telemarketers with no people skills If you love your pets please go elsewherePet care is not the time to cut corners, and Rover does not truly care for its customers, sitters, or petsThey value a quick buck more than retaining long term clients and training their support staff and sitters with universal protocols
I contacted Rover.com in order to locate and hire a pet sitter to perform drvisits according to the guidelines set out in their website of a set fee (in my case $10) for each minute visit which is paid directly to Rover.comI identified a sitter, met the sitter, exchanged the key and gave her instructions for caring for my animals and completed the necessary hiring procedure via Rover.com websiteI did not further discuss length of visit as the guidelines offered online were sufficientUpon reviewing the sitters visits via my security system logs, the sitter's visits averaged minutes (out of total visits) with visits being minutes or lessI asked the company for review and refund for incomplete service and they have stated that I needed to seek refund from the sitter directlyThey argue that the sitter visited my home times a day as hired to do and that I did not notify the sitter during her contracted period that I was unhappy with her service, therefore th
On April 9th, 2017, a Contractor/Petsitter (Small Business Owner) working on behalf of Rover.com (referenced as Merisa) lost our dog ***She admitted that she left him in her backyard and went to make dinnerWhen she went back outside, he was goneI was on my honeymoon and out of the country (hour flight away) Merisa neglected to notify rover.com immediately of the issue (I've heard multiple stories from all parties involved, but it sounds like 1-hours went by before rover.com was notified)Merisa then contacted Rover.com who contacted both my mother [redacted] (who also had two dogs staying with Merisa) and me via voicemailI was on a plane and didn't know until later [redacted] was in Honolulu, HI enjoying a much needed vacation after my weddingQuickly mobilizing, she hopped on the first flight (hours) back home to help find our lost family memberBy the time I received the vmail, I quickly called rover.com to find out more informationAs this was the middle of the ni
My dog was watched by a rover sitter July 28-32, He wasn’t fed his specified special diet and came back with hot spots on his legs and paws caused by not eating his special foodBecause of this I have had to pay $in vet bills plus my dog’s pain for his treatmentHe is on steroids to treat the spots and meds for his stomach to prevent ulcers from not having his diet followed against my wishesI contacted rover.com and they say I have to be out over $in vet bills before they will reimburse but if their sitter had followed my directions for my pet I wouldn’t have had to take him to the vet and incur any bills at allI want a refund of the $i paid for the sitting fee plus my vet bills back
I hired a dogs sitter to sit Friday after before to sat I met her she advices me that she was not taking zoology in college and doesn't know about vet schoolI picked her because this is what rover had in her bioI proceeded to introduce her and asked if she was able to be here the entire time we were gone as the dogs get stressed being in their cages long periods of timeShe assured me she would be here the entire timeShe never showed I text her and rover no response from rover she text me and hour later said she was here but someone was here so she leftShe knew my daughter would be here till she came she hadn't comeMy daughter fed the dogs, sitter came and was here min and leftI text her asked how the dogs were she said real good I asked if she was at my home she said I amWell I have a security system and camera, she wasn't there it was after 9pm and she liedI text rover again no responseI had to call everyone I could find give them the code to my house t
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,
Hi ***, As fellow pet lovers, we absolutely understand how devastating it is to find out your pet is lostWe’re so glad that [redacted] is back home and safe with youOur team has privately discussed with you our insurance policy and we will take your feedback into serious consideration going forwardThank you for voicing your concerns—feedback from pet parents like you helps us to continually improveWe remain available 24/to answer any further questions.All the best,Kate H
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
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 [redacted] 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 [redacted] 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 -- [redacted] and [redacted] 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, [redacted] 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 [redacted] was limping [redacted] was literally cry/yelpingAnd [redacted] , 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, [redacted] and Kip went in their crate, and [redacted] 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 [redacted] 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 [redacted] 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: "...***, [redacted] , [redacted] , and [redacted] 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 [redacted] was particularly painful throughout his abdomen [redacted] , 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 [redacted] 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 [redacted] and [redacted] were also treated with anti-nausea medications [redacted] 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."
This company is a completely unethicalDo not trust them to have any protection for you or your animalI had extreme damage done to my home; the owner and I worked it out, yet Rover ended the stay on their endAfter emailing with them about it, they closed my account completely and kept the moneyThey should be put out of business, I fear for those that use this company at all
There are some good sitters on the siteUnfortunately, if you end up with a bad one, you are out of luck as this company assumes no responsibility and offer no assistance at allThey claim they are merely a referral company like [redacted] for drivers but unlike ***, they cannot offer refund, assistance or compensation of any sortThey claim they have insurance protection, but just like any insurance companies, they are a pain in the back to deal with and deny all claimsIt is really a scam on paper to say that the bookings there are protectedIt really is not protected in any wayI will not trust sitters on their website and instead will use local pet hotels or franchise petsitting services at [redacted] or [redacted] instead: at least they are responsible for the service they provide!
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
horrible experience! My sitter had taken my dog to the dog park, she did not have a leash when bringing her in as I just found out a few weeks agoThe company uses a phone to collect all the messages she sends When my dog bit another she decided to switch phonesAfter the incident she did not report it to the then company [redacted] ***Rover had taken over by the time I had gotten a summons for courtA few weeks agoAnyway I called Rover and they were the ones that said if there was a report than they would cover with the insurance I paid for with my sitterActually I got different answeres with different people and of them hung up on me! I then text the sitter who told me she did report itSo I told her to call Rover and staighten it outShe text me they would call back with in a weekWell low and behold no phone call! Now after I posed a bad review another dog sitter that I had reservations with just emails me to cancel my reservation I have had for months for October! Rover had told me they do not screen any of these people and they are not responsible for their any irresponsible actions! Also the sitter I had with the dog park was supposed to make a report, a wrtitten one thereDid she? Nope, and I have witnesses that told me she was told toWhen I text her of course she lied about it Meanwhile I have a number of other reports that were made of the incidentAll stating she did not bring a leash to the park at all not even in her car! And she is responsible for my dog with no leash? My dog had another tiff before the incident and she did not have sense enough to take my dog out of the park? What kind of dog sitter is that? A totally irresponsible one! And how about Rover giving me multiple different responses, hanging up on me and never calling me back? Horrible way to run a buisness! save your money, Find a responsible sitter for your dogs!