My fianc*e and I booked Rover’s drop-in visits for the weekend of October **-October...

GetHuman-halliemc's customer service issue with Rover.com from October 2019

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The issue in GetHuman-halliemc's own words
My fianc*e and I booked Rover’s drop-in visits for the weekend of October **-October **, **** for our two dogs. We have used Rover several times before (never with this particular sitter, Melody) and have never had any issues. This past time, though, left us very disappointed and hesitant to use Rover again.***) On the first day, Melody was * hours late to the visit. We had scheduled the visit to start at *:** but she did not get there until *:**pm. This concerned me because she had stated in our communications beforehand that she did not have availability to come by after *:**pm.***. On the second day, I received a message at *:**am that she had lost our house key and did not have a way in. She had called a locksmith and they were on their way. We don’t have anyone we know within the area who has a key who could let her in, so really this was the only way forward. The NEXT day she let me know that the lock had been destroyed and she had replaced it for us. When we got home on the **th, not only was the lock destroyed but also the door around it. I have never seen a locksmith do such a terrible job, and I have locked myself out of plenty of places enough to know that locksmiths always require some sort of identification or proof of ownership. NEVER over the course of getting into the house did we receive a call from the locksmith checking that Melody actually had permission to be in the house. Also, I’m not sure if the locksmith communicated to her beforehand how much the lock would be damaged in the process. If he did, we definitely would not have given permission to have our locks destroyed and would’ve preferred another method even if we had to pay for it. The lock that Melody bought to replace the destroyed one is of very cheap quality which we get, it’s not her house. However, the lock does not fit correctly, there’s a ***** missing, and it doesn’t even lock from the inside. We obviously feel very unsafe with *) our house key lost who knows where, and *) a very crappy back door lock. When we looked up the locksmith company afterwards, a quick google search showed that they had VERY poor reviews (* star) over the span of several years.***. During the whole locksmith debacle, I gave Melody instructions on how to use our front door smart keypad lock instead of the back (back door is where the damaged happened). We know that our front door can be a little tricky and we have an extra deadbolt on it that we prefer to use when we are gone for an extended time. On the last morning, we got video on our doorbell camera of Melody struggling with the lock. After failing to get it to unlock, she went back to her car to get the new key for the back door, but in the video, you can hear her loudly yelling “This house is the dumbest freaking house!” This was at *am and definitely would’ve been loud enough for neighbors to be disturbed. We get that this experience must have been very frustrating for her as well, but she did have ONE job and did not do it very well. **Overall, this experience was completely unprofessional and now we are facing extra expenses (a new lock and potentially even a new door if we can’t get one to fit properly in the damaged lock hole!) on top of the $*** that we already paid for the service and that’s with Melody offering one free visit and a discount for the day she was late. This was not exactly what we hoped to come back to after celebrating our bachelorette.

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Rover.com

Customer service issue
Reported by GetHuman-halliemc
Oct 18th, 2019 - 3 years ago
Not resolved
Seen by 9 customers so far
Similar issue to 1022 others
0 customers following this

Timeline

GetHuman-halliemc started working on this issue
Oct 18th, 2019 12:09pm
GetHuman-halliemc indicated the issue is not fixed yet.
Oct 18th, 2019 11:00pm
GetHuman-halliemc indicated the issue is not fixed yet.
Oct 21st, 2019 12:28pm
GetHuman-halliemc indicated the issue is not fixed yet.
Oct 21st, 2019 9:47pm
GetHuman-halliemc indicated the issue is not fixed yet.
Oct 21st, 2019 11:00pm

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