Rover.com Customer Service Issues

I recently joined Rover.com and attempted to book a potty break for my two dogs on Nov. 9. The app had me contact two walkers as a backup, which led to me mistakenly booking two different walkers for the same time. Upon realizing this, I canceled both walks, but only received a partial refund for each. My bank statement shows charges of $37.74 on 11-5-19 and $39.96 on 11-6-19. I was then refunded $17.76 on 11-9-19 and $22.20 on 11-10-19. Despite canceling both walks and not receiving any service, I was still charged $37.74. My name is Don I.

Dear Customer Service, I am reaching out regarding a recent issue. I had arranged with a pet sitter in November for our dog's care during our upcoming holiday trip. We had followed through with the necessary meet and greet, confirmed verbally, and completed the booking and payment. To our dismay, the sitter later canceled the arrangement, leaving us with only 2.5 weeks before our departure and very limited options due to the high demand during the holidays. I believe it is unjust that sitters can cancel without consequences, especially considering the impact on pet owners. I suggest Rover implement a policy requiring sitters to incur a fine or fee for cancellations within a particular timeframe. While Rover has a cancellation policy to safeguard sitters, there is no equivalent protection for pet owners. I kindly request a full refund to my card promptly and without complications. Thank you, Lisa

Our pet sitter was supposed to visit three times a day starting on Wednesday, 11/27. The scheduled times were 6-8 am, 2-3 pm, and the last visit no later than 9:30 pm. Each visit was meant to be 3-5 minutes for letting the dogs out. Sadly, she did not show up for the 2-3 pm visits on Friday, 11/29, and Saturday, 11/30, leaving us without notice. When we approached her, she provided multiple excuses but failed to inform us beforehand. We now seek guidance on how to proceed with obtaining a refund for the missed services we had already paid for in advance.

My app is not functioning properly as it remains stuck on the loading screen. I encountered this problem when a friend tried to schedule an appointment with me. Upon opening the app, it only displayed the loading screen. I attempted troubleshooting by restarting my phone and reinstalling the app, but the issue persists. I have not successfully booked any appointments through the app, and the one time I managed to, it failed to work. Any assistance would be greatly appreciated. Thank you.

I recently met with a potential client who needs me to stay overnight for ten days starting on December 21st until the 31st. She has a handicapped dog that requires constant care, and she only wants me to be away for a maximum of 2 to 3 hours. Additionally, she has a rabbit that needs attention. The client mentioned $28 per night for this service, which seems high for the level of care needed. I would appreciate any advice on what such a stay usually includes. Thank you, Patricia.

Our pet sitter failed to show up as scheduled and displayed irresponsibility. Despite calling her at 12:30 p.m. on the agreed-upon start time of 9:00 a.m. on the 20th, she seemed confused and mentioned she would arrive at 9:00 a.m. We informed her that the appointed time had passed, but she did not show up the entire day. Upon arriving the following day, she neglected to secure our property. Due to her actions, we no longer feel comfortable having her care for our pets in our home. We are requesting a prompt refund since she had been paid in full in advance.

Hello, I need assistance with filing a claim for damages to my home caused by Bella while I was pet sitting her from December 24 to December 26. The damages include scratches and chewing on walls/doors. When my partner returned home, Bella excitedly jumped on him, causing one of his headphones to fall out, which she then chewed. I was unaware of Bella's lack of training. Being 8 and a half months pregnant, Bella's constant jumping, barking, and chewing has been a challenge. Despite her sweet nature, she urgently requires training, a point I raised with the owner. Following discussions with the owner's brother, we failed to reach an agreement on covering some of the expenses. I have emailed [redacted] and attached pictures for reference. Best regards, Katisha

I received an unexpected booking request email from Rover even though my profile is deactivated. I'm unable to sign in to access messages or reply, as it doesn't show me as a registered sitter. I typically only sit during the summer due to school commitments from September to April. Can you assist in resolving this issue? I want to avoid reactivating my profile just to decline a request and keep it deactivated to avoid future booking requests until after April.

I had booked Zoe M on 26/12/[redacted] to take care of my dog. However, despite trying to contact her multiple times for her address, I only heard back very late on 25/12. By then, I was already in bed as I needed to be up early the next day for my mom's funeral. The entire day on 26/12 was spent between the funeral and attending to my dog, leaving me no time to address the situation with you or the sitter until now. I am now seeking a refund as I did not utilize your service. Thank you for understanding.

There is a concerning situation on my Rover account involving a review from a client that contains false information. While caring for her 75-pound dog, I requested she bring a cage due to the dog's tendency to bite shoes, but she failed to do so. My father had to make a trip to San Ramon to retrieve the cage from her residence. When I notified her of the pickup fee, she refused to cover the cost and proceeded to leave a negative review with untrue claims, resulting in a loss of clientele for me. On the day of her dog's pickup, she conveniently brought two cars for transportation, which she declined to do on the initial drop-off day, requesting a complimentary cage pick-up. Furthermore, when collecting her pet, she asked for a leash, which was in her other vehicle. The entirety of her review stems from her displeasure at the service fee. I would greatly appreciate it if the review could be removed. Thank you.

On Friday, December 27, [redacted], I booked a rover dog sitter named Heidimarie to watch my dogs from 9:30 pm to 2:00 am while I was on a long 12-hour shift. She texted me around 10 pm saying she was on her way but had not arrived by 11 pm as planned and had not sent any updates or pictures of my dogs. I left work early to find her arriving at 11:15 pm with a friend, holding Starbucks coffee and apologizing for being late due to her other job. There was a lack of communication, a 2-hour delay, and the agreed-upon services were not provided. I am seeking a refund for the services I paid for but did not receive.

Hello, I am currently interested in expanding my services to include dog walking for Ft. Meade residents, as I have access to the area. I have noticed many dogs are left alone for long periods while their owners are at work, leading to potential behavioral issues. I aim to provide these dogs with more outdoor time to help address these problems, and offer basic obedience training during our walks to enhance their home life and overall behavior. Furthermore, I am looking to partner with residents to provide leash etiquette and training services. My company focuses on laying the groundwork for proper behavior and educating owners on how to maintain training. By incorporating training during walks, I can offer more effective sessions with increased repetitions. While these specialized leash training walks will be shorter and charged at a higher rate, they are designed to ensure the pup retains the information provided. If you are interested, please feel free to reach out to me at your convenience. Best regards, J. Perry Owner/CEO of Top K9 Academy LLC Website: www.topk9academy.com Contact: [redacted]

I booked a dogsitting service with Ame for two 30-minute drop-ins on December 29th with a dog walk each time. Unfortunately, Ame only stayed for a total of 10 minutes combined, not per visit. Even though she mentioned she was called in to work for the second visit, the brief visit for the first one was concerning. I installed security cameras at home and could see that each visit was very short. Despite liking Ame as a person, I had to pay $60 for a service that was not fulfilled as agreed. I have used Ame multiple times before without issues, but the recent camera installation made me aware of the situation. I feel it's important to bring this to your attention for future considerations.

I made a reservation on Rover for the Christmas holiday. The sitter was scheduled for 2.5 days of drop-in visits at my place. Unfortunately, the sitter had trouble finding my apartment and failed to show up without any prior communication, leaving Willow unattended for a full day. Despite my efforts to reach out, I received no response until Christmas morning. By then, I had to have a neighbor check on the situation as the sitter had not arrived. Willow was left without food or water and had made a mess on the carpet. The sitter belatedly messaged me to cancel the booking, which was nearly over anyway, causing distress to my dog and damaging my rug. I find it disappointing that I am unable to leave a review for the sitter, especially considering the frustrating and costly experience I have had with Rover.

I am looking to book a cat sitter for 4 cats from Mar. 27-30, [redacted]. I've found a sitter I like, Brad R. from Palm Beach Lakes, FL. Before booking, I need more details. Can I communicate with Brad directly via text, email, or phone? Also, Brad quoted me $[redacted] for the 4 days, which sounds reasonable. But, am I required to pay the full amount upfront to Rover before he completes the job? I'm hesitant to pay the entire fee upfront without him finishing the cat-sitting. I'm located in Century Village, West Palm Beach, FL, [redacted]. You can reach me at [redacted], or via text at [redacted]. Please provide advice so I can decide accordingly. Thank you for your assistance. Best regards, Bev D.

I need help navigating the Rover app. I am looking to filter my search for a dog sitter but have encountered some issues. One sitter I connected with is no longer available but still has their profile up. Another appears to offer pick-up and drop-off services, but it is unclear if my location is within their service area. Most of the other suggestions I am seeing are too far away. How can I adjust my search criteria to find a suitable match?

I have been patiently waiting for weeks, hoping to use my Rover account, but unfortunately, it has been under review. After checking 'Checkr.com,' I discovered that my account has been suspended, even though I haven't utilized it yet. The account creation and completion dates listed seem to refer to the background check process, but it's unclear to me why my account was suspended. I am frustrated with the situation and eager to start using my Rover account without any further issues.

I am a pet sitter on Rover. I called their Customer Service Number at 1-[redacted]. The support person I spoke with seemed unprofessional. I recently got a text from one of my clients but I can't identify which client it was. Rover provides my clients with a fake phone number, making it hard to match the number with the client or their pet. This lack of information is frustrating. Clients are trying to contact me and I need help resolving this. I want to maintain a good relationship with my clients. Please assist me in fixing this issue. My name is Veneta Roberts, and you can reach me at [redacted]. If this problem persists, I might have to consider leaving Rover altogether.

Hello, I have submitted a review for Karen S. and need to make a correction. Here is the review with the correction: Our first experience with Karen was wonderful. She was able to give Charlie lots of attention and took care of him as if he were her own. Charlie loved her and we felt comfortable having her stay in our home. She sent us many pictures of him daily. We highly recommend Karen to anyone using Rover. I need to remove the sentence "She was able to "TO DO HER "WORK FROM HOME AND" and replace it with the corrected sentence. Can you assist with this change?

I hired a pet sitter who promised a $[redacted] discount for cash payment as a first-time user. After paying the full amount of $1,[redacted], I decided to cancel and was shocked to find out that I would only get $[redacted] back. The sitter is now out of the country and instructed me to leave my dogs with her son. I feel scammed and distressed. I urgently reached out to rover.com multiple times, pleading with the sitter to refund me promptly. Unfortunately, time is running out, and I fear I might lose my beloved dogs. I plan to follow up on Monday, 17th May at 1:30 PM to resolve this issue.