Rover.com Customer Service Issues

Dear Rover, I am reaching out because I am feeling confused by the situation. I took the steps to set my account to "away" about a month ago after my elderly dog passed away. Despite this, I continue to receive boarding requests which I am unable to accept at this time due to my mourning. I even double-checked my status and received a reminder email from your team confirming I am in "away mode." I kindly ask for your assistance in ensuring my account is correctly set to "away" on your end to avoid any further requests. If this issue persists, I may need to consider disabling the app completely. Thank you for your understanding, Myriah

I recently hired Avery to walk my two Labs, Alfalfa and Marley. During the walk, she led them through a ditch with stagnant water and mud, mistakenly thinking it was clear and clean. Unfortunately, the dogs returned covered in mud and with a strong stench. I am now concerned about their health and the risk of them falling ill, particularly with the possibility of contracting lepto from stagnant water. Marley, being a puppy, had recently received his lepto shot, which adds to my worry. When I saw the location where she took them, I realized I would never have allowed my dogs near that water. I feel it's important to bring this issue to someone's attention in case my dogs experience any health problems. Thank you. Terri Magyar

I am extremely disappointed with the Rover service. Last month, a friend referred me to the app and to a sitter named Paul Smiley to look after my dog. I messaged Paul to arrange for my dog to meet him before dropping her off for the weekend. Despite our communication, he never called me back and I had to cancel my trip. I find it very unprofessional and I am now hesitant to use or recommend Rover to anyone in the future.

I've encountered a few issues that I'd like to address. Firstly, it's frustrating to not be able to speak with a representative when problems arise. Secondly, the distance information provided by the sitters on Rover.com is inaccurate, leading to mismatches with sitters who are far from my location. It would greatly help if the sitters were listed in order of proximity to make it easier to find suitable matches. Lastly, a concerning issue is that some individuals on the platform are not actively monitoring pets during the day, leaving them unattended for long hours or confined. This defeats the purpose of seeking a pet sitter and is disappointing. It would be beneficial if those who cannot watch pets during the day only offer weekend services when they can be present. These challenges make it increasingly difficult to find a reliable sitter, despite the service being valuable when it functions smoothly.

I had the pet sitter over for a meet and greet at my place. I explained in detail where to leave the dogs and what to do when she left the apartment. I even walked her and the dogs through their route and where they could relieve themselves. Unfortunately, she confined the dogs to my room where they had accidents on my bed instead of letting them have access to the apartment with toys and the TV. Despite informing me the first time, she allowed it to happen again. My dogs, who are house-trained, were neglected and had accidents because they were not taken out correctly. Upon returning from my trip, I found urine and vomit on my bed. Moreover, I discovered that my dogs had not been fed because she failed to inform me that their food had run out. She neglected to address the issue, leading my dogs to go hungry all day. As a result, one of my dogs seems despondent and lacks energy. To add to my disappointment, I received a notice from my apartment management for allowing my dogs to defecate around the complex since she did not clean up after them. While I appreciate her extending her stay due to my canceled flights, I am dissatisfied with the overall care she provided. My dogs mean a lot to me, and I believe they were not properly looked after. I am seeking a refund or some form of compensation. This experience has made me reluctant to use Rover again despite her positive reviews.

As a pet sitter, I'm eagerly preparing to start my services on Rover. While I've delayed my availability start date, this is to ensure that my profile is well-prepared for potential clients. I've intentionally left my safety plan section blank to prevent any accidental posting of incomplete information. I'm constantly refining my ideas to increase my success chances and build strong relationships with clients. For instance, I'm planning to landscape my property to create a comfortable environment for dogs and provide a sense of security for their owners. I've also taken steps to address pest issues in my home and yard, although I've been advised to hire a pest control specialist for thoroughness. Due to these considerations, I'm adjusting my start date on my calendar to boost my confidence and attract more clients. -Kenneth N. Boise, Idaho

Hello Lynn, One of my Meet and Greet appointments is hoping to pay $[redacted] for her two dogs instead of the $[redacted]. I need to clear $[redacted]. She is looking for an answer today. I've been attempting to reach Rover without luck and am concerned about lack of live help. Additionally, my profile is not reflecting the $30 background check payment. Ensuring the success of this business is vital to me, but the difficulty in reaching a live person is troubling. Please provide a response today. Thank you. Best, Sonja M.

I have encountered two issues with Rover sitters. Firstly, I have reached out to two sitters at separate times and have not received any response from either. I am concerned there may be a technical glitch. Secondly, I am eager to communicate with a sitter regarding a possible booking but cannot confirm the date yet. We are anticipating the arrival of our daughter's baby, and the timing is uncertain, making it challenging to plan dog sitting arrangements. My intention is to engage in a direct conversation with a sitter over the phone to discuss the situation. Ideally, I am seeking a sitter with flexible availability around the due date of August 9th. We are interested in in-home care located at the sitter's residence for a few days following the baby's arrival. Our residence is in Boulder, Colorado. Thank you, - N.

I booked a sitting service with Rita K for her dog Jackye. I missed a voicemail at 12:36 pm from Rita, as I did not receive any other messages from her. The Rover representative mentioned that if I don't reach out to Rita soon, they will cancel and book with another sitter. I prefer communication through the Rover app, which notifies me instantly. Contacting me through the app would have been more effective as it ensures a [redacted]% response rate from me. I was informed by another Rover agent that there are no communication records on my profile. I reached out to the sitter directly to apologize, but I am disappointed as I lost $[redacted]. I believe the Rover representative should have followed up using the app. I am curious about Rover's resolution for my lost income, which was not my fault but a result of the lack of communication from the Rover rep.

Hello! I'm Makayla Y. and currently involved in a new drop-in pet sitting job. During our initial meeting, the owner and I agreed on 5am and 5pm as potential drop-in times. I mentioned I might be slightly delayed on some days due to my other job, and the owner appeared understanding, stating flexibility was possible as long as the visits were completed. However, today, I received a message expressing frustration about the timing not being adhered to. I promptly apologized and clarified my understanding from our first meeting that the times were not fixed. Although off work for the holiday week, I confirmed my availability to align with the agreed times. I am concerned about the possibility of a negative review despite our prior discussion. Having maintained a positive track record on Rover for years, I value my reputation and the well-being of the pets I care for. I hope we can address this situation to prevent any negative feedback.

My roommate is a Rover sitter and has been neglecting the dogs in our apartment. She tends to care for big dogs in our small space without a yard, leading to accidents inside. The noise from the dogs barking has resulted in complaints from our neighbors, but my roommate ignores the issue. I work long hours and cannot assist with the dogs. Recently, she left a hunting dog alone and it behaved aggressively towards my cat and nearby children. This situation is causing stress in our complex. Please address this matter promptly. Thank you.

Hello, I am a 15-year-old student from the International School of Beaverton. I am currently working on my Personal Project focusing on animal safety and health. I am interested in using some articles from the Dog Blog for my project. Your support in allowing me to utilize your materials would mean a lot as I work towards holding educational classes at a local shelter. My goal is to help people feel confident in caring for their newly adopted dogs by providing essential knowledge on proper dog care. Thank you for considering my request.

I had a client book me to check on their dog who was left in the backyard while they were away. The owners, who are in a different state, scheduled me for a visit on Friday and Monday. Today, during my first drop by, I found out that the dog had escaped. I searched the neighborhood but couldn't find the dog. I informed the owners and they canceled my Monday visit. They received a refund for Monday, but I believe they should also receive a refund for today. Despite completing the service, I think they shouldn't have to pay for today's visit considering the circumstances. I request a full refund for the entire booking for the sake of the owners.

I hired a pet sitter for three nights to take care of my cat and dog. When I returned home, I discovered dog urine scattered around, a torn rug, and marks on the wall. The sitter had reassured me that everything was fine during my trip, only to bombard me with messages upon my return detailing all that had gone wrong. My dog, who is usually well-behaved, had unusual accidents, making me doubt the sitter's presence as she had claimed to be there 24/7. Additionally, she mentioned playing ball in the yard, which I found to be untrue. I feel extremely let down for trusting someone with my pets and paying for a job that was not done properly, especially after giving her an extra $70. I am beyond disappointed and now frustrated, unsure how to address this unsettling situation.

I am currently house sitting and had clear terms before booking, but there are now some concerns the homeowners are raising. I work Monday to Friday in Seattle from 8-4:30, so I informed them I could only check on their dogs in the mornings before and after work due to not being able to stay overnight. I also mentioned I would be in and out during the day due to my other job. They seemed fine with this arrangement but are now expressing issues with my availability. I offered them the option to find another sitter if needed. I am unsure how to proceed in this situation and wanted to seek advice here.

Dear Rover, I urge you to thoroughly investigate the profile of "Lacey W." The information provided on her profile, including pictures, reviews, and bio, is inaccurate and misleading. Lacey has limited custody of her 15-year-old daughter, who lives with her ex-husband since [redacted]. The child in the pictures is her new husband's son, and the horses and dogs shown do not belong to her. She recently got a cat but admitted to abandoning it because it misbehaved. The two reviews on her profile are from her mother and niece. Lacey lives in an apartment complex with strict pet policies and has a history of DUIs and abusive behavior. It is crucial to look deeper into her background to ensure the safety of all animals under her care. It's important to alert relevant animal agencies about her involvement in this business.

I originally booked my dog with added pickup and drop-off services and a bath. Despite this, we ended up dropping him off and picking him up ourselves, and he didn't seem to have been bathed as requested. He was dirty and smelly upon pickup, which was disappointing. The house had many dogs, and my Rover sitter was not communicative. I'm worried that my sitter may be the one mentioned in this article: "Bryan woman warns pet owners to use caution when finding a sitter on an app."

I have a client, Laurie, who originally booked 3 drop-in visits for her boxers. I have already completed one visit today, Friday, 2-15. Laurie now doesn't require the visit scheduled for tomorrow, 2-16, as she'll be home late tonight. When trying to adjust the booking, the Rover App prompted to cancel the whole thing since it was a future booking. I would prefer not to cancel the entire booking and inconvenience her, as she lives over 30 minutes away. Given she's driving a lot today, rescheduling might not be feasible. I have one more visit in 5.5 hours, and that should be the last one. I urgently need to modify the booking to cancel the visit on Saturday while retaining the two visits for Friday.

We had an appointment to meet the walker, a new one, last week. We rearranged our schedule for a meet and greet, but she texted last minute saying she was sick and needed to reschedule. Then she rescheduled for Monday at 6:30pm but requested to push it back to 7:30pm on the same day, which she hasn't shown up for or communicated about. Considering her lack of communication and punctuality issues, we are considering finding a new walker. It's frustrating because we had similar issues with our last Rover walker due to unexpected circumstances. It's tough trying to find reliable walkers in our new area.

I hired a young man after a thorough meet and greet, where we all got along. I hired him to watch my dogs for seven days at my house. I gave him permission to eat my food, even though he brought his own. I explained the dog schedule and that his priority should be the dogs. On the first day, he was great, sending updates and even calling before using the facilities. However, the next day he stopped responding until late in the afternoon. He even left early on the last day, leaving my house in a mess with stains on the carpets, poop in gated areas, and missing food and goods. He claimed he cleaned better and took care of the dogs, but his actions say otherwise. I am disappointed and want a refund from Rover.com.