Rover.com Customer Service Issues

Hello Team Rover, I hope you are all doing well in the beautiful PNW! I couldn't find a suitable email address for the HR department, so I'm reaching out through the customer service portal. I'm a member of the Air Force looking for a company to partner with through Skillbridge. Skillbridge is a fully-funded Department of Defense program for military members within [redacted] days of retiring or separating. It's a mutually beneficial program where companies receive free labor for 3-4 months and transitioning members gain civilian sector experience before seeking jobs. More information can be found at this link: [redacted]. Rover appears to be an attractive potential Skillbridge partner due to the program management job opportunities in the Seattle, WA area. I am keen to learn from and work with a team known for success, as evident from online reviews of Rover. My six years of military experience involve a combination of program management and human resources support. If you require more details, please let me know, and I can provide my resume. I would appreciate the opportunity to chat if you have availability later this week. Looking forward to your response! Best Regards, Kate

A few months back, I arranged for Jennifer R. to care for my three large dogs during my out-of-state vacation. Despite a well-executed meet and greet, Jennifer cancelled a mere 21 hours before I was scheduled to drop off my pets, leaving me in a tight spot. Her alternative suggestions were unavailable, leading me to scramble for another sitter with only one review. This alternate caregiver required an additional $[redacted], adding to my frustration with the situation. I find it unfair that Rover allows sitters to cancel within 24 hours penalty-free while pet owners face consequences for the same action. Disappointed with Rover's handling of the matter, I question if I will use their services in the future. I believe Jennifer should face consequences for her sudden cancellation, and I wish to leave a review based on this experience. Furthermore, past incidents suggest a potential aggression issue with Jennifer's dogs, as evidenced by an injury to my mother-in-law's pet. I am requesting a refund of $[redacted] for the unforeseen extra expense incurred.

I am hoping to find a pet/house sitter on Rover and started a registration. However, I am facing an issue as my phone number is linked to another account I do not recall setting up, possibly with an email address that no longer exists. I believe this account may have been created years ago. To proceed with my registration, I had to use my partner's phone number, which is inconvenient. I urgently need to have MY phone number associated with MY account. Despite my efforts with the help center, I have been unsuccessful. My email for the account is [redacted] and my password is Z2WHv5s?g.j7AfG. I request to change the phone number linked to the new account from [redacted] to [redacted]. Your assistance is greatly appreciated as I have already spent numerous hours trying to resolve this issue on the website.

I opened my account approximately 18 months ago under the name Christina Rogers, but now I prefer to be known as Chris Rogers. I want my screen name to reflect my current preference as I assist pet owners on this app. Can my screen name be updated to Chris Rogers to align with my public identity? Thank you for any assistance you can provide in this matter.

While watching Lovey, she had diarrhea the entire time. Despite taking her out frequently, she continued to have accidents indoors due to her old age and poor condition. The owner was slow to respond to my messages expressing concern, and the dog even had blood in her diarrhea. I started caring for Lovey at 1pm yesterday and have been cleaning up after her and taking care of her all day and night. The owner is picking her up tonight, and although I'm refunding the second night's service, I haven't been compensated for all the time and effort spent dealing with this challenging situation. Lovey's health issues, including lumps on her skin, blindness, and deafness, made caring for her a full-time job. This experience has been incredibly frustrating, draining both my time and resources.

Hello Rover, I want to inform you that my dog, Moco, is currently under Jessica's care in Clearwater. We have been very pleased with the excellent care provided, and I intend to leave a positive review. However, we have decided that my friend Kimberley McPherson Mai (our neighbor) will pick him up today to look after him for the remainder of our time away. Therefore, we need to adjust our booking to end today. I have shared Jessica's number with Kim, with Jessica's approval, so the handover can happen today. I will ensure to post a review on the Rover website. We expect to be charged until today, the 18th, and then the charges should stop. For any further communication, please reach out to me at [redacted] while we are in Ireland tending to family matters. Alternatively, you can contact my wife, Lisa, at [redacted] Kindly confirm this arrangement with us. Thank you, Domingo Romero

I am having trouble with the customer support number not working on my phone. Please contact me at [redacted] if possible. I encountered an issue with a client's review on my profile. Despite explaining my situation, I was an hour late due to unexpected work circumstances. The client was unhappy and rescheduled with another sitter, leaving a negative review. I fear this review is impacting my ability to get new bookings on Rover, affecting my income significantly. I have a strong track record with over 18 successful clients and cherish my work with animals. I kindly addressed the situation and did my best given the circumstances. Please consider removing the review by Sara A on October 17th to help me continue working as a sitter. Thank you for your understanding and assistance.

I am concerned because the sitter has brought someone into my home and is not following the agreed-upon schedule. When I addressed this with her, she mentioned a family emergency and stated she could no longer continue. I inquired about receiving a refund, but she mentioned it was not possible. I am seeking a refund or credit to secure a new sitter for the upcoming two days.

I'm seeking advice regarding a concerning situation with a client as a pet sitter on Rover. We agreed that I would watch his cat for 17 days, but he has been behaving strangely. On the first day I visited, he was still at home and made it hard for me to leave by talking excessively. Despite assuring me he'd be gone the next day, he was still home when I returned. Feeling uncomfortable, I left without stopping. I've tried to contact him multiple times about modifying the service but received no response. His behavior and over-sharing make me uneasy. I'm unsure whether to report this to Rover or to keep attempting visits. Any guidance on how to proceed would be appreciated.

I am considering joining Rover for pet sitting. I currently have a few clients for whom I occasionally pet and house sit. Though it started as a hobby, I now receive compensation for my services. Due to gas expenses, I spend 21 hours a day at the client's home, only returning home for dinner and showers. I reside in North Park, San Diego, and prefer not to travel far. Unfortunately, I am unable to host pets in my own home. Will I be able to implement a similar approach on Rover? I plan to register and provide my information, including references. Please advise before I proceed with the necessary paperwork. If needed, may I contact your office at a later time? Thank you for your assistance. Elizabeth B.

Hello, I'm Savannah Taylor. I've been struggling to access my account with the email [redacted] and phone number [redacted]. Resetting the password hasn't been possible as I'm not getting the reset emails. I tried creating a new account with [redacted], but I couldn't verify it or change the email since my phone number is already linked to the original account. I aim to have only one accessible account under [redacted] and phone [redacted].

When I left Max with sitter Ethan, I provided detailed instructions about his care and left plenty of food and supplies. However, communication was lacking, and I was only sporadically updated during my trip. Concerns arose when I was informed that Max wasn't eating well, had diarrhea with blood, and was losing weight. I tried to offer suggestions, but the feedback was minimal. It seemed like the situation escalated when Max bit Ethan and was put in quarantine due to severe diarrhea. Feeling uneasy, I requested Max be relocated elsewhere for his well-being. Eventually, animal control intervened, and I learned of the troubling condition Max was in. Since then, I've been trying to reach out to Thomas, the agent, to obtain the videos of Max in Ethan's care. Communication has been challenging, but I hope to resolve this situation soon.

I entrusted my dog with McKayla while I was away, and unfortunately, she escaped under her care. McKayla messaged me about it but stopped trying to catch my dog, stating she had other dogs to watch. This made me anxious, as I had to rush back and search for my pet to ensure her safety. Despite my clear instructions, McKayla neglected to supervise my dog properly. It was a frustrating and worrying experience that has made me apprehensive about using another sitter in the future. I believe that if McKayla is unable to focus on one pet at a time, she may not be suited for dog sitting.

I need to cancel Omalley's Friday doggie daycare as Dorothy won't be available to take care of him. Unfortunately, I missed Dorothy's email about this, which caused inconvenience. Please refund the charge made on my card and cancel the service. I can be reached at [redacted]. I would appreciate a call instead of an email for any further details.

I need to get new bedding and arrange for a cleaning service because there seems to be either human or cat urine all over my bed. My cats have never had any accidents, even as kittens. When I returned home, they were scared and behaving strangely. They have been fine with previous cat sitters and enjoy human company. It appears my cats were neglected, as it's uncertain if they were even fed, and my apartment is in shambles. I trusted your services, and I am deeply disappointed. I am carefully checking to ensure nothing is missing. Their food was scattered on the floor, their bed was on the ground, and there was also feces on the carpet. I am unsure when the last time she visited them was. Despite requesting it multiple times, she refused to send me a photo of the cats. I am requesting a refund immediately. My cats have been severely affected by this situation.

I'm having trouble signing in to Rover. Earlier, I spoke to a woman who guided me to where I could sign in. After navigating through several layers, we were disconnected before I could complete the process. I've been using Rover for 7 years and have many active clients, but I can't access my page now. This issue began when my previous computer failed, and now on my new computer, I struggle to find emails. Any help would be greatly appreciated. Thank you. - Brenda

I work as a pet sitter, and my account got deactivated because of suspected fraudulent activity. After carefully reading through Rover's terms and conditions, I can confirm that I have not breached any rules. The only unusual circumstance I can think of is when my parents, who I do not reside with, hired me to care for their cat while they were on a trip. This might have triggered a security alert. I am willing to provide Rover with my parents' details to verify their vacation and identities. I hope to have my account reinstated promptly. Thank you for addressing this matter, and I anticipate your response.

I've noticed that Rover claims people can run a pet daycare or boarding business at home, which I've discovered isn't accurate. It's been challenging to find homeowners insurance that will cover this type of business. Some Rover users mention "flying under the radar," but that's insurance fraud, risking immediate policy cancellation. I'm interested in knowing if Rover can provide a list of insurance carriers that offer homeowners coverage for this specific business. I want to clarify that I'm not referring to business insurance, as homeowners insurance providers typically don't consider if you have it or not.

I have doubts about my recent pet sitter. There were discrepancies in the time she spent with my pets, and some of her reports don't seem accurate. I specifically mentioned that one of my cats vomits frequently, yet I returned home to find vomit on the carpet and hungry, distressed cats. I informed her that they free feed, so she should have ensured their bowls were not empty for 24 hours.

I can easily sign in on my laptop using my login details. However, whenever I attempt to log in on the app, it keeps saying my email or password is wrong. I have verified my information several times, but the issue persists. This is concerning as I have upcoming appointments I need to keep track of. I've tried using the "forgot my password" option and entered my email, but I never received the password reset email. I'm unsure about the next steps to take. Can someone provide some guidance?