Rover.com Customer Service Issues

Hello, could someone please assist me? Since December [redacted], we have been using a dog sitter and have spent $[redacted].85 on their services for day sitting and overnight stays. Despite our last arrangement being for 3 nights, our puppy had an accident on the first night and we were asked to pick him up early due to soiling the carpet and bed. As a result, my husband had to drive 220km round trip, missed a day of skiing, and we had to pay an extra pet fee at the hotel for his stay. Upon returning home, we requested a refund for the unused 2 nights, but the sitter declined, citing the need to clean up after our puppy. While we empathize with the situation's inconvenience, accidents are a risk when caring for dogs. Reflecting on the incident, we are concerned, as our puppy rarely has accidents at home by going to the door when he needs to go out. We believe we should be refunded for the days not availed. Thank you for your attention; we hope for a resolution.

I recently completed a meet and greet with Beth Anderson for dog sitting. Although initially excited about the job, the constant communication and additional visits she requested were not convenient for my schedule. Beth's behavior made me uncomfortable and uneasy, leading me to feel unfit for the job. I informed her of my decision not to continue, but she persisted in contacting me through texts and the app, even making threats. I felt unsafe and decided to decline the job to protect my well-being and reputation on Rover. I hope to address this situation to prevent others from having a similar experience with this client. Thank you.

I had a discussion with a potential house sitter, Lisa from Bellevue, Nebraska, through Rover's online service on April 7, [redacted]. We quickly agreed on May 18-28 for house sitting and arranged a meet and greet. Despite a misunderstanding about the initial meeting date, we met on April 21 at 1 pm. It went well, and the service was booked. Surprisingly, I received a cancellation message today at noon with no explanation, while her calendar still shows availability for those dates. I find this unprofessional and believe I should have the opportunity to share feedback on this sitter's service.

I would like to share what happened to me. I am a man from Cape Cod in Massachusetts named Jason, in my 30s, and I don't own any pets. I misunderstood that Rover was a service like Uber for rides. I rarely make bookings or shop online, nor do I have any pets, not even a beta fish. I want to emphasize that this is who I am. I don't tolerate disrespect, games, or nonsense, as I am too busy for such things. Last night, I received three automated replies, and today, I replied to stop them. One of your representatives messaged me about a booking, but I explained they had the wrong number. They treated me as if I was ignorant, insisting I had requested the service, which I did not. I clearly stated they had the wrong person and asked to be left alone, but they persisted. Despite my request, they continued to hassle me, assuming I was someone named Sabrina. I am sincerely asking why I was treated as though I was lying. I just want to be respected and left alone, not accused of being deceitful. This experience makes me question your employee's professionalism, and I am disappointed. I do not want a response, just to be left in peace and treated with respect. Your conduct has cost you a potential future customer.

I am reaching out for assistance regarding a recent stay that ended in an alarming manner. I booked a stay with owner Hanako P. on Rover app for May 31 to June 1. Unfortunately, upon arrival, I encountered issues with the address provided and was unable to access the property. Later in the evening, a stranger entered the property, woke me up, and claimed to be sent by Hanako. This intrusion was highly inappropriate and has left me feeling unsafe. Additionally, I received a negative review from the owner, which I believe is unjustified and based on false information. The situation escalated when Hanako's messages turned threatening. I am seeking advice on how to address this matter further as I feel both my business and well-being are now at risk due to this distressing experience.

I recently received an email from Rover stating that I hadn't used their services in a while and inviting me to come back. I would like to share a general company review about my past experience. I must highlight that this incident occurred some time ago. We hired a dog sitter we had used before. The sitter misled us on three separate occasions that weekend, stating they were inside our house caring for our dogs when evidence from our alarm system, cameras, and visiting family members proved otherwise. Our dog had separation anxiety and caused damage that led to carpet removal. We were away and had no recourse to hire another sitter. After contacting Rover's support, they promptly apologized for the ordeal. I provided evidence from our alarm system showing the sitter never arrived and video footage of them arriving intoxicated to return the keys. Despite my negative review, the sitter maintained a perfect score on the platform. When I inquired about this discrepancy, Rover customer service informed me they round up ratings, meaning even with my one-star review, the sitter's score remained flawless. This lack of accountability regarding reviews has eroded my trust in Rover entirely. I will not use their services again and will caution others about my experience whenever Rover is brought up.

Dear Sir/Madam, I recently received a unfavorable review about my house sitting services from a client. The review contains inaccuracies and exaggerations. Despite being a last-minute booking, I clearly communicated my responsibilities to the client, which were agreed upon. However, the client asked me to perform tasks outside the scope of dog sitting, such as checking a rental car for damages and signing for it, which I believe are beyond the agreed policy. This shows a misunderstanding in the client's expectations, possibly due to the nature of the Rover app. I have evidence of these extra requests in text messages exchanged before the service started. I take great pride in my work, evident in my other positive reviews, and feel this particular review is unjust. Is there a process to appeal and have this review removed? Thank you.

During our vacation, we hired a Rover sitter for our cat. Despite providing detailed instructions and meeting beforehand, we returned to several upsetting issues. The sitter informed us about a broken wine glass and our cat getting sick, but upon further inspection, we found additional damages. A terrarium was broken, our cat had no dry food, and glass shards were scattered around the house, leading to an injury. Moreover, we discovered evidence of unauthorized visitors and the sitter's food left in our fridge. Given the situation, I am hesitant to address this with the sitter directly. I believe a fair resolution would be a refund for the incomplete service and damages incurred. I am uncertain about the best course of action, considering the extent of the breach of trust and disregard for our home and belongings. Thank you, Alicia

I recently had a troubling experience with a sitter I booked through Rover. Upon returning home, I discovered my dog was unwell with multiple instances of diarrhea, pee accidents, and abnormal stools around the house. Additionally, the sitter lost my house key, left the garage unlocked (containing valuable equipment), and locked the door between the garage and the house on her way out. When questioned, she mentioned being on medication for a sprained wrist, resulting in memory loss from CBD pills and even blacking out. She claimed ignorance about my dog's condition, attributing it to grass consumption. The missing key leaves me concerned and considering changing my locks. My dog still faces health issues, including bloody stool, with uncertainty about the cause given the sitter's impaired state. I aim to speak with a representative from Rover regarding this unsettling situation.

I am a client attempting to set up a Rover account to offer pet sitting services in my neighborhood. While going through my profile details, I got an email from Rover mentioning a problem with my background check. It turns out the problem was the social security number I provided. Even after entering it again based on my card and not from memory, it still showed as incorrect, prompting me to reach out to Rover for assistance.

I recently purchased a new home in Spokane Valley, WA and used rover.com to find a pet sitter after moving. I returned home after a weekend trip to find the sitter, Megan, had left my house in a mess. She used appliances in the kitchen leaving countertops dirty, turned on the central AC with the screen door open, which could raise my energy bill, and allowed a dog to knock the screen door off. Despite having clean floors, dirt and grass were tracked in from outside, even in the bathroom I permitted her to use. I paid $[redacted] for 2 days of care for my 2 dogs and 1 cat, feeling disappointed by the messy state of my home. While grateful my pets were fed, I seek a resolution for this subpar service.

During a recent trip to Chattanooga, my spouse and I arranged for a dog sitter for our puppy on Friday and Sunday. Unfortunately, upon visiting the sitter's home, I was shocked to find it in disarray with concerning items such as cat waste on the floor and prescription medications within reach. Feeling uneasy, I decided to retrieve my dog after only a few minutes. I discreetly informed the sitter that we no longer required their services due to unforeseen circumstances. As we were preoccupied with work, we secured alternative care for our puppy. I encountered further issues when the sitter's dog displayed aggression towards ours shortly after arrival. I am worried about other pet owners facing similar situations. Although payment was made for both days, I am hopeful of obtaining a refund of $30 for each day unused. My primary concern is ensuring the safety of other pets entrusted to this sitter in the future. Thank you, Olivia G.

Hello, currently, I am caring for a 14-year-old dog who is blind and deaf. The owner assured me she would sleep most of the day and that she is lovely, but since they left, she has been extremely anxious. She continuously walks around and has had multiple accidents indoors. This morning, I woke up to a mess throughout the house, with feces on the floor, curtains, computer, sofa, and even on the dog and her bed. She has shown signs of aggression when touched and is always defensive. I am worried about her well-being as I am supposed to care for her for 3 weeks and I feel incapable of managing her current state. I would appreciate it if you could help find a replacement sitter as I am unsure if I can handle her needs adequately.

After leaving my dogs with a dog sitter for 4 days, I noticed they had fleas when I picked them up. This unfortunate situation led to multiple vet visits, treatments, and house cleaning routines that have disrupted my life. The process of dealing with the fleas has affected my health, work schedule, and daily activities significantly. I regret using the rover service and even recommending the same sitter to a friend, who is now facing a similar flea issue. Dealing with the aftermath has been costly, time-consuming, and stressful, causing allergies to flare up and triggering asthma symptoms. The inconvenience of constant cleaning, laundry, and vacuuming was unexpected and not what I anticipated from Rover.

I recently set up services with a great pet sitter I found on Rover. My issue is that even though I only have one cat named Geish now, the app keeps referring to my deceased dog, Betty, in the auto messages sent by the sitter, causing me distress. I have already removed Betty from my profile in the "My Pets" section over a week ago, and she no longer shows up there. However, the system is still charging me for two pets and mentioning Betty along with Geish in the communications. Why does this keep happening even after I have removed Betty from my profile?

Hello, I'm Priya Patel. I recently hired Andrea as a cat sitter for the weekend of 8/31 - 9/2, but I need to address some concerns about the services we received. Before her cat-sitting duties, we discussed the care instructions for our two cats with Andrea, reiterating our male cat's need for wet food only due to urinary tract issues. However, upon returning home on 9/2, we discovered a bowl of dry food accessible to our male cat, which goes against our explicit instructions. Additionally, Andrea adjusted the air conditioning and left lights on without informing us, resulting in extra expenses. The apartment was also left in disarray, with items moved and different bowls used without permission. These actions disregard our preferences, raise veterinary concerns, and have financial implications. This experience has disappointed us and eroded our trust in Andrea and Rover's services. Thank you, Priya

I used petsitters/housesitters from your company and paid in advance, regretfully. The service was extremely poor with no apology. Thea and Andrew were supposed to stay 9/13-9/14, but it seems they did not. Upon my daughter's return on Saturday at 2pm, she found dog mess on the floor, which never occurs with me present. The litter boxes were not maintained either. After reaching out to Thea, she mentioned she would address it that day but failed. Returning Sunday, my bedroom reeked of cat urine from a bag of soaked litter left open. My dog was unsupervised outside in his pen according to my neighbors. Thea and Andrew's unprofessional behavior warrants termination, and I expect a resolution for this unacceptable service, starting with a refund for the incomplete job.

I recently received a booking for dogs S. and J. and had a meet and greet with the owner. While the dogs behaved well initially, my experience alone with dog S. was unpleasant as she displayed aggressive behavior towards me, trying to bite me when I tried to let her out of her cage. The owner did not provide crucial information about S.'s temperament, making me feel unsafe. It was also concerning that S. is not good with other dogs or people due to aggression, which was not clearly communicated beforehand. Additionally, I was unexpectedly asked to care for their cat R., who they wanted to pay for using Venmo instead of the app but never did. This lack of honesty and reliability from the owner has made me question their trustworthiness, especially considering the dangerous behavior exhibited by dog S.

My partner and I made arrangements for Rover drop-in visits from October 11 to October 15, [redacted] for our two dogs, with a new sitter, Melody. Although we are seasoned Rover users, this time was highly disappointing. 1) Initially, Melody arrived 3 hours behind schedule on the first day, breaching the agreed-upon 4:30 pm start time. 2) On the subsequent day, I learned at 7:45 am that Melody misplaced our house key, necessitating a locksmith visit. Unfortunately, upon our return, we discovered the lock was poorly replaced along with damage to the door. The substitute lock is of subpar quality, not fitting properly and insecure. 3) Amidst the locksmith mishap, I supplied Melody with instructions on utilizing our front door smart lock. However, the video footage later revealed her struggling with it, resorting back to the damaged lock and making impolite remarks loudly. These unprofessional incidents have resulted in unforeseen costs for us, including a potential new door and lock replacement, after already paying $[redacted] for services. This experience following our festivities was far from ideal.

We hired Anna Christine for drop-in visits for our cat. She showed up for the first visit, but the next morning, she didn't arrive at 7 am as planned. After checking the cameras, I noticed she was running late, so I messaged her around 8:26 am to ask about our cat. Anna replied saying he was fine and forgot to take pictures, promising to do so later that afternoon. Feeling upset, we decided to ask her to leave the key with our neighbor and informed her we were returning early. Despite agreeing to come at noon to feed our cat, she still hadn't arrived by 12:27 pm. I messaged her once more, expressing our concern at her lateness. It's disappointing that someone entrusted to care for animals could neglect their duties. We are seeking a full refund and would appreciate it if the site could address this issue.