What Is Rover.com?

By Derek Lakin
HighYa Staff Published on: Aug 16, 2017

As the nation’s largest network of its kind, Rover.com is an award-winning technology business that promises to help match you and your four-legged friends with more than 85,000 pet sitters and dog walkers in over 10,000 cities. Specifically, the site provides easy access to services like:

  • Dog boarding, where your dog stays overnight in the sitter’s home
  • House sitting, where the sitter stays overnight at your home
  • 30-minute dog walks
  • Doggy day care, where your dog only stays at the sitter’s house during the day
  • Drop-in visits that allow sitters to check in on your pet during the day

To use the site, you’ll need to choose a service, browse different profiles, and then connect with any professionals you’re interested in. Then, you can book the appointment and pay securely.

There’s no doubt that you love your dog. But will Rover.com help you live your life easier than the competition? Are there any important considerations to keep in mind? Let’s start off with how you’ll use the site and app.

How Does Rover.com Work?

We found Rover.com extremely easy to use. We just entered a zip code, chose the service we needed, indicated the start and end dates, and selected dog size (small: 0-15 lbs, medium: 16-40 lbs, large: 41-100 lbs, giant: 100+ lbs).

From there, we were shown a list of potential matches, along with their name, general location, price, star rating, and recent reviews (if any available). To the right of these results, there was also a map indicating each person’s location.

From there, we could further filter these results by the rate per night, sitter information (e.g. whether or not they own a dog, have children, have a house, hold a dog first-aid certification, etc.), and other services like puppy care and bathing and grooming.

Rover.com Results ScreenRover.com allows users to quickly search for dog care professionals within 10,000+ cities and filter results based on important criteria. Image credit: Rover.com

Clicking on any listed profiles will display the professional’s reviews, prices for other services they offer (if available), response rate and time, preferences, availability, and the ability to contact them.

There were dozens of sitters listed when we searched and across all kinds of price ranges, so it seemed to provide a meaningful array of options.

How does the app play into all of this?

Taking a Closer Look at Rover’s App

It appears that Rover’s iOS and Android apps are largely an extension of the website’s dashboard, so you’ll be able to book and track services, list your dogs, and view your available balance. You’ll also be able to communicate with and receive updates from your sitters, including receiving service report cards, which are accompanied by maps and photos.

As a service provider, you’ll also be able to provide your customers with the duration and distance of your walks, any pee, poo, food, and water breaks, as well as any additional notes.

Rover App Screen ShotThe Rover app allows service providers to send report cards to clients, including distances and maps, notes, and pictures. Image credit: Apple Corporation

What About Safety & Insurance When Using Rover.com?

As a dog lover myself, one of my first questions when researching Rover was, “How will my buddy be protected?” Furthermore, since they’ll also likely be in my home, “How are service providers screened? Is any insurance provided?”

Rover Service Provider Screening

According to the Rover website, sitters are required to complete an in-depth profile, “including details about their pet care experience, upload photos, request testimonials, and pass safety quizzes and a background check.” Based on this alone, we’re told that less than 20 percent of people who start a profile are approved.

Furthermore, all new sitters and dog are subjected to a background check, which will be displayed as a badge on their profile. Here, you’ll also find photos of their home, pets, and past stays, as well as reviews from past clients.

Even before booking, you can schedule a meet and greet through the website, where you can have a face-to-face meeting and ask questions about important topics to you. This service is completely free and does not obligate you in any way.

Pet Insurance & Other Services Provided by Rover.com

All services booked through Rover are automatically covered by pet owners insurance, which is valid “for injuries to the pet owner's pet(s) in the sitter or dog walker's care, custody, and control.”

Coverage is also available for “injuries to the sitter or dog walker's resident pet(s) as a direct result of contact with the pet owner's pet,” as well as general liability for “bodily injury to a person other than the sitter, dog walker, pet owner.”

Despite this coverage, the Rover website emphasizes that there are several exceptions (e.g. damage to the sitter or dog walker's personal property, damage made or medical care required as a result of meet and greet, etc.).

Furthermore, this coverage is considered secondary, which means it likely won’t kick in until other insurance (such as liability available under a homeowner’s or renter’s policy) is exhausted. Or, if underlying coverage is non-existent.

In addition to insurance, Rover’s sitters and dog walkers have access to veterinarians and other pet care professional if a health or medical issue arises, along with a dedicated Trust & Safety team who’s available 24/7.

How Much Do Rover’s Services Cost?

As a client, the exact price you pay will depend on the service you need, as well as the specific prices of your chosen provider. During our research, prices ranged anywhere from under $20 to well over $80.

However, clients can book and pay directly on the site or through the app, where all credit card information is encrypted and never shared. This way, you won't have to worry about tips, writing checks, or having cash on hand.

Each sitter will classify their cancellation policy as strict, moderate, or flexible. Depending on this, your refund—if any—will be applied to your account within one to three days should you need to cancel. The company also offers a Rover Reservation Guarantee, which means if your provider cancels at the last minute, they’ll work to find you a new one.

As a service provider, the company claims you could earn $1,000 per month, with payments that are automatically applied to your account. Rover will take 25 percent of your earnings as a fee.

What Are Rover Clients Saying in Their Reviews?

We found a whole lot of online customer feedback for Rover at the time of our research. For example, on TrustPilot, the company had more than 3,300 individual reviews and an average rating of 9.6 stars (excellent).

There, most compliments appeared to revolve around ease of use, as well as the quality of the service providers and the peace of mind they provide. Complaints (what few there were) frequently referenced poor service and dog injuries.

Among more than 6,000 combined reviews across iTunes and Google Play, the Rover app had a similar average rating of about 4.5 stars, with many of the same compliments found on TrustPilot. Many older complaints (again, of the few listed) referenced functionality concerns, which admittedly could have been addressed in more recent updates.

From a company perspective, Rover had an A+ Better Business Bureau rating, based on 38 reviews (92 percent of which were negative) and 33 closed complaints as of 8/9/17. These ranged from customer service and provider issues, to injuries and refund problems.

What else do we know about the company?

Who Founded Rover?

Based out of Seattle, WA, Rover was founded in 2011 by CEO Aaron Easterly, board member Greg Gottesman, and Director of Software Development Philip Kimmey.

Previously, Aaron graduated from Harvard and worked as a General Manager for Microsoft, and Philip was a Technology and Public Policy intern at the Center for Strategic and International Studies in Washington, DC.

Currently, Greg also works as Managing Director for Pioneer Square Labs and as a Venture Partner with Madrona Venture Group.

Most recently, the company reported a $65 million round of funding led by Spark Capital.

Our Interview With Rover

We had the opportunity to email several questions over to Rover’s Community Manager. Here’s what we learned from their response:

What kinds of background checks are run on new sitters and walkers?

Furthermore, what kinds of information might disqualify an applicant? After initial hiring, are service providers’ backgrounds re-screened at any point?

Although few specifics were provided, they told us that all “background checks are completed via Checkr and include the national criminal database, sex offender registries, and global watch lists."

Compared to the competition, what are the top three factors that differentiate Rover?

In a nutshell, they told us Rover’s main difference is that it “connects pet parents with dog people in their neighborhood.”

Anyone looking for a pet care provider can easily find, message, and book through the company’s straightforward website and app, and the sheer number of sitters available means it’s “easy to book pet care you can trust, no matter where you go.”

They also emphasized that every service provided by Rover is backed by premium insurance, 24/7 support, and the company’s reservation guarantee.

What’s the biggest challenge that Rover currently faces?

The manager let us know that the company’s biggest hurdle—and their biggest opportunity—is to increase awareness that solutions like Rover exist.

“Generally, dog owners only use a commercial solution 10 percent of the time when they travel,” they noted. “The majority relies on friends, family, and neighbors. However, that is changing, since our data shows 65 percent of users are people who, prior to Rover, would not have used a commercial service to watch their pet.”

What updates/additions does Rover have in store for the future?

While they didn’t note anything specific, the manager emphasized that Rover has “a number of things in development, and we plan to grow our suite of offerings that make it easier than ever to be a pet parent.”

Rover vs. Other Dog Sitting & Walking Services

While Rover claims—and certainly seems to be, based on our research—the “largest network of 5-star pet sitters and dog walkers,” there were several national search engines competing for the same customers. These included:

WagWalking – Perhaps the service most similar to Rover, they also offer site access, iOS and Android apps, and the ability to search for walkers and sitters and filter results. Users can schedule meet and greets if they need recurring walks, track walks via GPS, receive reports (including pictures) after each one, and book overnight stays.

WagWalking is insured and bonded, although it doesn’t appear they perform background checks on their providers like Rover. However, they do claim to “thoroughly vet and test all our walkers on dog-handling experience.”

Based on a cursory review, though, they don’t appear to be as extensive as Rover.

Care.com – Another extensive site that allows users to search by location, browse profiles, view rates, learn about a provider's years of experience, as well as their qualifications. Most ranged between $10 and $15 per hour at the time of our research.

DogWalker.com – While searchable, this site only relates to dog walkers (no sitters, day checks, etc.). Furthermore, they seemed to be more of an advertising service, since providers were required to pay to list their services.

How to choose the right option for you? Writing for CesearsWay.com, Josh Weiss-Roessler indicates that, when searching for a dog walker, sitter, or other professional, you’ll want to:

  • Ask for recommendations and read online reviews
  • Meet with potential candidates, including with your dog
  • Ask logistical questions, such as where your dog will be walked, how long they’ll be, if they can accommodate special needs or requests, and so forth
  • The provider’s training and background experience
  • Finally, go for a test walk

Our Final Thoughts About Rover

Given these criteria, it seems like several of the competitors we mentioned in the previous section could fit the bill, although services that allow you to read reviews and detailed profiles, such as Rover, WagWalking, and Care.com, might make the process easier.

And the fact that many professionals are screened and/or tested prior to being employed can be a bonus.

But if you’re looking for the widest number of professionals across most aspects of dog care while you’re away, it might be difficult to beat Rover. We found their site easy to use and their service completely free, so you won’t have much more to lose than a few minutes of your time by giving them a try.

In addition, based on our experience, their willingness to answer questions and openness indicates they place a solid emphasis on creating informed customers.

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Read 53 Rover.com Customer Reviews and Complaints

Write a Review
Average Consumer Rating: 1.4
Rating Snapshot:
5 star: 4 4 star: 1 3 star: 0 2 star: 1 1 star:  47
Bottom Line: 9% would recommend it to a friend
Showing 1-11 of 53
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  • 22 out 25 people found this review helpful

    Former Rover.com sitter

    I was a Rover.com dog sitter in my home. I use the word WAS! I have 40 years of dog experience. Grooming (licensed), Training (certified), and Boarding (NAPPS Member). I have experience with showing dogs, 4-H Advisor for 11 years, and Advisor to local K-9 Police Units.

    My account was deactivated because a client I had a meet and greet with asked a question about payment. She really hated the Rover.com app and was hoping we could continue her future boarding and groomings not on their website. My grooming and training and boarding business is my private business, and I used Rover.com as an addition to what I was already doing. It was clearly a mistake on this new client's part and understandably Rover.com’s terms of agreement. I get it. What I do not get is why I was removed without a warning, again, a client's mistake, not mine, and yet there are Rover.com sitters out there that have injured, lost dogs or even worse killed dogs while in their care and are still on Rover.com watching dogs!

    For ANYONE thinking of using this site for your pets, STOP! I’m fortunate to be educated in my field. Most of the sitters are not. They are weekend warriors who want to make extra money. Rover.com DOES NOT interview, visit sitter’s homes, or ask for legitimate references! In order to get onto their site, you pay a fee for a background check, if they even do it, and take a multiple choice questionnaire while watching their video that has the answers as you look at the questions! It’s a joke and is in NO WAY a proper way to interview sitters for their site! Anyone can post fake yard, home, etc. pictures. There’s a Rover.com sitter in a nearby city to me who never allows the clients in her home during the initial meet and greet OR when the clients pick up or drop off their dog! And yet, she’s still on Rover.com with 135 5-star reviews! Lies.

    I hope this helps anyone who has even a tiny inkling to use Rover.com! PLEASE DO NOT!

    Bottom Line: No, I would not recommend this to a friend

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  • 16 out 19 people found this review helpful

    Do not use!

    This was the worst experience I have ever had! We usually board our dog with a private sitter while on vacation.

    This person has no business being a dog sitter. Her home is completely unfit for animals. The entire property is covered in trash and debris. The inside of her home is covered in trash, urine and dog feces. There was no air conditioning (it's in Las Vegas!). She had ten dogs in a one bedroom, one story apartment.

    When I dropped off my dog, she was at the curb and seemed so nice. It was dark. We were in a hurry, so I didn't think about it. I must have caught her off guard when I came to pick up because I came to the door and actually had to come inside to get my dog. The most horrific conditions I have ever seen in this place. My dog wreaks of urine, was completely dehydrated and seemed so traumatized. The sitter tells me during pick up that one of her dogs picked multiple fights with my dog. The crate that I brought is completely covered in urine. The sitter clearly left my dog in there for long periods of time without potty breaks. I had to beg for updates and received only a few out of focus photos during the four-day stay. The sitter would not respond for hours.

    I am in shock and disbelief that this happened. Willow is resting peacefully now, but I am traumatized and appalled that this person is watching dogs in those conditions. I am so disgusted. There aren't enough words. Customer service at Rover.com is a joke. They won't do anything. There is no screening of their sitters. On top of everything, she caught a mild case of a kennel cough! DO NOT USE Rover.com!

    Bottom Line: No, I would not recommend this to a friend

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  • 16 out 17 people found this review helpful

    Our dog is dead

    • Rolling Hills Estates, CA,
    • Jul 26, 2018
    • Verified Reviewer

    After carefully searching, checking reviews and references and interviewing candidates, we hired someone we thought was an experienced dog and house sitter to live in our home for our week vacation out of the country. We found our dog sitter on Nextdoor and she had all the qualifications. When we interviewed her she proudly told us that she gets most of her business dog sitting and her doggy day-care from Rover.com where they emphasize safety.

    On our first day away she locked out one of our three precious little dogs, our beloved, defenseless senior 5lb. pomeranian rescue on the dog run at bedtime. Evidence shows Foxy was mauled and killed by a coyote.

    We reported the incident to supervisors at Rover.com since they were promoting Nella as a trusted and safe dog sitter. There were other issues but they pale in comparison to allowing our sweet Foxy to meet with such a violent death, all due to carelessly leaving her outside and "counting three heads" while the door to the dog run was left OPEN, and not looking outside before locking the door.

    Nella called it an “honest mistake.” The supervisor at Rover.com told us that they could not tell us what action they were going to take but would investigate the incident. The lady we spoke to sounded very sympathetic about our loss.

    Now, weeks later, Nella is still featured on the website, while the dog died while in Nella's care, you would have thought that they would at least temporarily suspend her until they could investigate.

    In my opinion, Rover.com is more interested in their cut of her fees than they are the safety of our dogs.

    Bottom Line: No, I would not recommend this to a friend

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  • 15 out 17 people found this review helpful

    My dog was poisoned at Rover.com sitter's house

    • San Diego, CA,
    • Jan 30, 2018
    • Verified Reviewer

    "A Place for Rover, Inc." (a.k.a. Rover.com) makes it appear to consumers looking for pet-sitters that all of their "5-star pet sitters" are carefully chosen with "pet safety their number one concern." That is simply false (curiously, not one of their sitters appears to have below 5 stars, including the sitter I recently gave 1 star).

    If one digs deeply enough, one finds that the company does not seem to check anything their sitters post on the Rover.com website nor carefully check a sitter's background to see whether the sitter can provide reasonable or safe services, and the company disclaims all liability for any fraud perpetrated via their website. Analysis of the company website, its ad's for pet-sitters to join them, and communications I have had with the company reveal numerous contradictions about whether sitters are vetted at all, but the bottom line seems to be this: the appearance crafted for the general public is of a company that carefully ensures the highest pet-sitter qualifications with pet-safety and quality of care given priority in "hiring" pet-sitters (except that sitters are "independent contractors," wink-wink) while the company makes no effort to ensure anything of the sort.

    I will lodge a complaint with the relevant regulatory bodies for what appears to be internet fraud by the company. I'm not sure about the legal status of individuals who engage in fraud via the company website, but that merits a complaint as well.

    One of my dogs has been slowly dying for two months after a stay with a Rover.com sitter whose abilities do not match her advertising (some people would call that "lying," but it might be a case of "puffery," arrogance, lack of self-awareness, ignorance, lack of common sense, and greed). This is the review I posted on the Rover.com website after my two dogs stayed at the house of a Rover.com sitter, Sheila C., here in San Diego while we were out of town for Thanksgiving:

    "Scott L. January 16, 2018 Verified Stay Zero stars. One of our dogs might not survive after being poisoned by extremely toxic plants in Sheila C’s yard. Contrary to her false profile, Sheila isn’t really “intuitive with any potential medical symptoms that might arise and comfortable providing any medical treatments that might be necessary.” She explicitly claims knowing pet “first aid” but if she knew about basic canine medical problems, bothered to examine her yard for dangers or to see what my dog had eaten once he became sick (rather than passively stumbling upon the cause on the fourth day of illness), or called the Rover.com support line for veterinary advice (per Rover.com protocol) when my dog was on his second day of ghastly bright yellow diarrhea, my dog might not be slowly dying from damage to his GI tract going on two months now. Nor was it true that Sheila’s yard is fully enclosed: our two dogs walked out of her yard on the first day, one dog crossed a dangerous street to return home but, fortunately, was found uninjured by another dog-sitter whom Sheila had no previous acquaintance with but had sub-contracted for the first few days while Sheila was out of town; the sub-contracted sitter had to find boards to block the gap in the yard’s enclosure. Most recently, in a hurtful and presumptuous response yesterday to my request for her gardener’s contact info to see what other toxins my dog might have ingested, she refused to provide the information and asserted, with zero basis and falsely, that I am “trying to cast blame for a medical condition that was already present prior to Mufasa's stay with us.”

    Sheila is irresponsible, negligent, and untruthful, and our previously perfectly healthy two-and-a-half-year-old dog, Mufasa, is now suffering the consequences as we pay mounting vet bills in a desperate attempt to save him. And yes, Sheila, NOW I am casting blame."

    Bottom Line: No, I would not recommend this to a friend

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  • 14 out 17 people found this review helpful

    Beware! Avoid! Do not use Rover.

    Due to an accident which left me immobilized, I had to urgently find a dog walker in Manhattan last Tuesday. Juliana W. agreed and showed up just before midnight.

    I had booked two walks, morning and afternoon/evening, for one week.

    Out of the three mornings since then, she managed to oversleep two times, resulting in "morning" walks at 2:51 pm(!), 12:41 pm, and 11:46 am (the last one only after I had told her that morning meant before 12 pm).

    The evening walks took place at 11:50 pm (yes, midnight), 11:22 pm, and 11:04 pm. I have never heard of a dog walker showing up close to midnight.

    Everybody knows what those long times mean to a dog. Having to hold it that long must hurt them.

    Juliana W. keeps postponing her appointments constantly, changing them for example from 7 pm to 8 pm then to 10 pm and finally to 11 pm, always showing up more than 4 hours later than promised, making it difficult for me to time the meals/drinks. Juliana W. is the most irresponsible and unreliable dog walker I have ever come across.

    After I got mad about her constant lies and the unbelievable hours, she quit on me last night and canceled the whole weekend, plus Monday, and left me in the lurch (I cannot walk as of now).

    I contacted Rover, but they do not see themselves responsible to provide me with a replacement.

    Avoid Rover. They do NOT care about your dog!

    Avoid Juliana W. in Gramercy. She does NOT care about your dog!

    Unfortunately, I have to give one star here. If I could, I would give minus five.

    If you love your dog, STAY AWAY from Rover and Juliana W!

    Bottom Line: No, I would not recommend this to a friend

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  • 14 out 14 people found this review helpful

    Rover is a great service, but you need to be cautious

    • Seattle, WA,
    • Mar 23, 2018
    • Verified Reviewer

    Rover has been a godsend for me. I live alone, and like many older professionals, my friends work long hours and don’t have time to dogsit. My dog is an older dog, and I prefer that she have a safe, friendly place to stay when I’m gone rather than stay at my place alone with only a sitter dropping in a couple of times a day. I used to board her at professional doggie daycares (who kennel evening and night), but the costs for those places in Seattle has skyrocketed.

    So I turned to Rover, and while it’s not perfect, I’ve been very pleased. I do think since Seattle is such a dog-friendly town, it is easier to find boarders here and therefore, easier to be picky about them.

    My advice: Never wait until the last minute to book and ALWAYS do a meet and greet in the owner’s home before agreeing to the deal.

    Stay away from any boarders who aren’t willing to do a meet and greet and let you see their home. Also, stay away from boarders who don’t respond reasonably promptly to your texts (but don’t spam them either.) The worst experience I had with Rover was last Thanksgiving weekend when I suddenly had to travel for a family emergency. All the good boarders have been long booked, and I ended up with the dregs I guess. No one scary, just a lot of flakes. People who texted interest, and one who even arranged a meet and greet and then flaked. I wound up boarding my dog with a friend of a friend instead.

    Be clear you know the maximum number of dogs the owner will board at a time, and whether or not other dogs may come and go. I prefer boarders who only allow one dog at a time (most boarders have their own dog), and I check their reviews for evidence that this is indeed the case. However, occasionally that’s not an option, and I will go with a boarder who takes more dogs if during the meet and greet I can tell that she/he is really skilled with and dedicated to dogs. Some Vet techs work for Rover on the side.

    My biggest concern about Rover is that they do not require proof of vaccinations like most of the better doggie daycare and kennels in Seattle do. So far I have trusted my boarders, and my dog hasn’t gotten sick, but that issue is a reason I shy away from boarders who take in more than one dog at a time.

    Be explicit about your dog’s needs, and what you do not want them doing. E.g., my old dog has arthritis and weak hind legs but forgets her age, so she needs to be closely monitored around young active dogs because she’ll want to jump into the fray. She also has had lar par surgery so she can’t swim, eat grass, or have a collar around her neck. I was Vet specific about her needs in her profile. I’m sure that kept a number of boarders away, but that’s great because I don’t want boarders who would be uncomfortable about meeting my dog’s needs.

    And, of course, make sure you provide clear info about what to do in case of an emergency.

    Over the last two years, I’ve built up a pool of three boarders I have been happy very happy with and trust to do a good job. Between the three of them, I usually can very easily arrange (just in a single text exchange!) to board my dog when I need to.

    So I encourage people to check out Rover, but be smart about it. There is always some level of risk when using services like these. You’ve got to decide what level of you are comfortable with.

    Bottom Line: Yes, I would recommend this to a friend

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  • 14 out 15 people found this review helpful

    Beware of this company, learn from my tragedy.

    • Sandwich, MA,
    • Feb 6, 2019
    • Verified Reviewer

    We used Rover.com in 11/17. The man we used let my dog out in the front yard without a leash (anyone knows NEVER to let a dog out without a leash). My dog (not knowing who this man was) ran away and was missing for 10 days. My dog was cold, hungry, scared, wondering where we were. She was hit by a car the first night and survived (I know this because the person who hit her contacted me). She was hit on the 10th day and died. During the time my dog was missing, Rover.com allowed Mr. Guard (the man "watching" my dog) to continue offering his services through their site. They told me they were doing an "investigation," but they refused to tell me what that entailed. After their "investigation" and after my dog died, they felt it was ok for him to continue on their site. They never interviewed me. I would have told him that Mr. Guard was watching TV in his warm house 2 hours after my dog went missing (it took me that long to get there), never apologized to me, never offered to help me look for my dog or put up flyers. In the 10 days I was looking for my dog I never once saw him out looking for her, but I did see several members of the community out

    I wonder if Rover.com knew this man let out TWO dogs prior to my dog getting out (side note: since then he's let out 2 more)? Animal Control can verify this and I have the records. I can guess their "investigation" missed that, but it seems pretty basic that they would contact Animal Control or maybe they did know and just didn’t think that was a reason to keep him off their sight.

    Rover.com hides behind their contract - they don't have to tell me or anyone else what they did to "investigate" or how/if they disciplined him. So basically, they could say they investigated, but then do absolutely nothing - you would never know either way. They cared more about protecting his rights than my rights - the actual victim. After the community found out that Rover.com allowed this man to stay on their site (and to make money for them), they wrote to them demanding they get this man off their sight. It wasn't until then that they took Mr. G off. I guess they realized they would lose more money by losing all these potential customers than they would have made off Mr. G. Please be careful when using Rover.com. They do not care about you.

    Bottom Line: No, I would not recommend this to a friend

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  • 13 out 14 people found this review helpful

    Just say NO to Rover

    • Biloxi, MS,
    • Dec 6, 2017
    • Verified Reviewer

    So very random but BEWARE because I just used Rover.com to get a sitter and here's my experience. Just say no. I know this is long but y'all should be aware. Rover is ignorant once they are paid. They tried telling me their sitters are independent contractors, but the reality is I paid Rover and they took 20% of this job, so my contract is with them not the contractor. I warned them this would be posted.

    Dec 1, 1:40 AM PST

    I already called you when I was away based on what I was seeing through my home cameras. This first question to all sitters I did meet and greets with (8-10) was I needed someone to stay at the house. Xxxxx my sitter told me everything I wanted to hear and that she would only be gone on Thanksgiving for a few hours but the rest of the time she would be here 24/7. She wasn't and on many days she was gone for 6 - 8 hours. Additionally, these are issues I had with the stay:

    Xxxxx brought and unfamiliar dog into my home from 11/16 through 11/22. I am not sure if she was doing two jobs or this was her dog but while this dog was here my dogs got very little attention and were not fed or loved with regularity. There were 60 packets of food made so each dog could be fed once a day either fresh chicken or hot dogs. They were rarely fed and when they were in many cases there were given two packets to share for 3 dogs. There were way too many extras when I got home and there was no evidence that treats were ever given to them yet two full bags of treats are gone. Additionally, I know nothing about this other dog nor was I ever asked for permission to allow another dog into my home. Does this dog have flea and heartworm protection? My dogs do. Dogs especially in this area carry many illnesses, especially parvo and I don't want my dogs exposed unless I personally know the history. This dog also ate a LOT of my dogs food. I watched it and have video footage.

    I had two meet and greets with xxxxx to go over camera on the house, alarm system, etc. So there was no question she knew there was a living room camera. I have a problem that the first thing did after I was gone was to open and look into all of my living room closet doors. She used my coat by the door to go in and out. I probably wouldn't have noticed or minded except that I'm frustrated by the amount I paid to have my dogs ignored. I got only 2 Snapchats and one message with her holding one dog during the entire 12 days I was gone. She promised communication and there was none unless I saw something on the camera when I popped on every few days and called her.

    Additionally, upon leaving the house I handed xxxxx a $100 bill to be used for anything dog related or an emergency for my dogs. When I came home that $100 was gone. There was no emergency and when I texted her to ask her where the $100 was I got no response. She may have put it upon herself to make this her tip but after seeing the footage I would not ever tip her nor will I hire her or recommend her.

    I literally just watched 12 days of video camera footage to document all of these issues and I can produce tons of footage and or photos if necessary. They are all dated and time stamped by my cameras. I called you on the 26th but I didn't want to upset the apple cart too early because I didn't have a backup in place. I learned a very hard lesson here and spent a ton of money to do it.

    There were several times I called Xxxx while watching video footage and she would tell me she was loving on Jezebel. I could see clearly she wasn't. She was loving on the other dog she brought to my home. I explained to her when I left that the most needy dog was Delilah and that Gidget was easy. Delilah got pet once and so did Gidget. Jezebel the least needy got the most attention.

    I don't think she shouldn't get paid but it should be at a reduced rate and I most definitely should get the $100 she stole. That's a lot of money when she was already well paid. Additionally, on our first meeting she tried to have me move this from Rover and private pay her for the same price. No way but you should be aware that she is making other deals outside of Rover, which may be why there was another dog here during her NOT 24/7 service.

    I need to know that Rover will help with these issues and take action. I went through Rover because I had glowing reviews from friends on using Rover and now I have no respect for the service now. I also have a hard time understanding why ROVER knowing that I booked her for these dates would still show her as available on the day before I left, especially when I requested house sitting. If you think it's acceptable when I'm paying in full for 3 dogs per day over $75 per day for a house sitter, then there's a problem with the overall service. A VERY bad experience and a VERY expensive one.

    I tried to abbreviate this as much as possible but there's no easy way to tell all of the items that were just so wrong. If I do not get some satisfaction I will be posting this not only about my sitter but about ROVER in general.

    I will provide attachments when you request what you want to look at because I have clipped most of this behavior. There's just too many to attach to this initial email.

    One item I forgot to add was that when Xxxxc was out for these lengthy times Jezebel pulled the stuffing out of pillows because she was bored. I don't blame the dog. I blame the caretaker that promised to be here 24-7 and wasn't. Also even though I provided a thorough walk through of the dog bed requirements (where to sleep, how to keep them there), I was told that Delilah must have jumped down when I saw her roaming in the night. Delilah doesn't jump down she has leg issues a torn ACL and she won't jump down even when I'm here. She also said Jezebel kept knocking down the gate, totally untrue. The only time the gate was put up was when she (Xxxxx) was separating the dog she brought with her, from my dogs. This is another reason why I looked at the tape. Xxxxx never even tried to bed them the way I requested.

    Rover's canned response:

    George P. (Rover.com Support)

    Dec 1, 5:11 AM PST

    Hi Donna,

    Thank you for bringing this to our attention. I am so sorry to hear about your experience and I hope that Gidget, Delilah and Jezebel are doing well. I want to assure you that this is not the typical Rover experience and that we take situations like this very seriously. We expect a high level of care from all sitters and dog walkers on Rover, however it sounds like this experience fell short of these expectations.

    So that we can work towards a resolution, we’d like to find out more about what happened. Please confirm the following in a reply to this email:

    Do we have permission to share your experience with your sitter?

    What resolution would improve the situation for you?

    Is there any additional information or documentation of the stay?

    In our experience, some of the best resolutions come about when owners and sitters talk openly and work together. Depending on your response, we may share your response with your sitter or with other teams here at Rover so that we can help make right on this situation.

    Again, I’m sorry about this experience. We look forward to hearing from you and working toward a resolution with you soon.

    All the best,

    --GeorgeP

    Rover Support

    My reply to canned response:

    Dec 1, 12:43 PM PST

    Okay George P. I've had enough. I completely told you what I wanted in my initial email. You want to come to my house and watch 12 days of video I'd be happy to show a Rover rep. I don't care who you share it with because I'm getting ready to share it online because your canned response is ridiculous! I want my $100 back and I want documentation for the uninvited dog in my house. I'd also like some of my money refunded for all of the days my dogs were alone for 7-8 hours. Do you not read? Someone better call me fast and stop this nonsense! You have answered none of my questions. As for me working it out with the sitter that's not going to happen. I already contacted her about my $100 and she didn't reply. My next call will be to Police department for a report and you will be involved because I don't have a last name. This is about to blow up in Rover's face.

    Rovers next response:

    Hannah M. (Rover.com Support)

    Dec 1, 3:04 PM PST

    Hi Donna,

    My name is Hannah and I work on the Resolutions Team here at Rover. I'm so sorry to hear about your booking with Xxxxx. I can completely understand your frustration. We expect a high level of professionalism from sitters on our platform, and it sounds like this stay missed the mark.

    I want to be as transparent as possible for our options moving forward.

    The Resolution Center is a resource we offer to owners as sitters are independent contractors within the site--that is to say, a refund would require their acknowledgment as they are the provider for the service requested (and the individual who received the payment for these services). Please know this is a thorough process, which entails an online chat with Xxxxx facilitated by a neutral third-party mediator and monitored by Rover support. We've seen the highest rate of mutually satisfying outcomes through this process.

    A second option we can offer is reaching out to Xxxxx on your behalf to see if she can speak to your concerns and to ask if she'd like to issue a refund. This gives Xxxxx an opportunity to take responsibility for the amount and quality of care she provided with these bookings, and utilize this feedback to navigate her business going forward to avoid similar concerns.

    The third option is that Rover can look into issuing you a refund from Rover. Please note we are a little more limited with this option in providing a full refund as the service-provider (the sitter) is not involved in this process. In addition, it would require a more thorough review of any and all evidence you could provide to support the claims around the lack of care. Then we could provide a partial refund in accordance with any Terms of Service violations.

    I also want to let you know that if you file a police report, we are committed to working with law enforcement officials should they reach out to us.

    Let me know how you'd like to proceed and we can go over next steps.

    No matter what you decide, our Sitter Team will conduct a thorough review of this incident and of Xxxx's behavior. We'll do a holistic review of Xxxxx's account, including her entire history on our platform. Results could range from heavy coaching around the concerns to removal from the platform. This is a confidential process, so I'm unable to share with you the actions taken in regard to Xxxxx's account, but please know that we take these situations very seriously and we're invested in preventing incidences like this. In order for us to be most effective in this process, we do need your explicit permission to share your concerns with Xxxxx. If you'd prefer to remain anonymous, we'll honor that, but it does limit our ability to follow up with Xxxxxx.

    Let me know if you have any questions. I look forward to hearing from you soon.

    All the best,

    —Hannah M.

    Rover Support

    My last reply has not been responded to yet:

    Hannah,

    At this point you have my explicit permission to share my observations with Xxxxx. My respect for her and Rover is gone. At this point I don't even care if I ever get a refund....and she should be very grateful for my decision. I care about resolution of these two items:

    I want the care record (or vet records) for the outside dog brought into my home including proof that the dog in question is up to date on all shots and receives monthly heartworm/flea/tick preventative and does not have parvo. I need assurance that my dogs were not exposed to something that I normally wouldn't expose them to. To me this is one of the worst violations of my home. She let this dog eat my dogs food and drink it's water. If that dog has parvo, my dogs can get infected. I know my neighbor well but I still don't let his dog inside of my house.

    I want my $100 cash back and I'd like to do it without law enforcement involvement. A tip is a gratuity for great service. I received not great service and that should be my option. At this poin Xxxxx has independently decided that I need to pay $100 more than the $961 I have already paid. I would prefer that Rover work this out. I think it's interesting that the instructions left for Xxxxx were not followed and that the $100 left for a doggie emergency was unilaterally deemed a tip by Xxxxx. She lied to to me from the beginning throughout the meet and greet process, so in the end I didn't get what I paid for and it was a very expensive lesson made more expensive by her assumption that another $100 was better in her pocket than being a professional dog sitter.

    Either way however this gets handled I want Rover reaching out as I NEVER want to see or speak to her again after watching the entire 12 days of video. That means your second option below. You'd be smart as a vendor to make sure this hurts going forward. You have all of the facts and I am researching a way to get all of the video to you so you can avoid this person as one of your "professional" sitter's. I will be posting my review of both Xxxxx and the suggestion that people defer altogether from Rover as you have added me the same protection (nothing) as if I hired someone off the street.

    In a few minutes I am going to send some of the snapshot photos I took of time stamps when she was gone as well as the 3rd party dog but I have to get to another device so it will be added on to here.

    Bottom Line: No, I would not recommend this to a friend

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  • 13 out 15 people found this review helpful

    My dog is blind in one eye

    I really try not to complain or give bad reviews. But after a few weeks of this stewing in my head, I decided I have to warn other doggie parents.

    Ever used the dog watching/walking app Rover.com? I would suggest you don’t or you stop. I found a sitter that I really, really liked. I booked her multiple times on the app. However, the last time my dogs were there, my poor Monty was bitten by another dog. On the eye. This is in NO way the sitter's fault.

    After taking Monty to the doggie ER because his eye was bleeding, they said the bite went through all three eyelids and were concerned that it hit his cornea. However, due to the extremely bad infection, they couldn’t tell until that was taken care of. So off we went with some meds for my pup. Needless to say, I was devastated.

    Then Rover contacted me and said they would pay for the medical expenses within a 30-day period. Somewhere there must have been some miscommunication because I was under the impression that because this was going to need time to be properly diagnosed they were going to pay it all minus the $250 deductible. This was GREAT news.

    I took Monty in for a follow-up. His eye was still bleeding, only it was on the inside and not draining. My vet recommended I take him to a doggie oncologist. I did, and they said he had an ulcer that needed to be taken care of before she could tell what the damage is. I went home with more meds.

    A few weeks later we had a follow-up appointment and sure enough, he was blind in his left eye due to retinal disconnection from the dog bite. We may even need to have his eye removed depending on pain level.

    From the day of the injury until the discovery of his official blindness, was just over a month. So Rover.com reimbursed me the costs within the 30 days and denied my costs outside the month window. In my opinion, this is flat out wrong. Some may think otherwise, but Monty is my fur-baby, he’s my “firstborn." I treat my dogs like they are a part of the family. Now due to an injury he got while under the care of a Rover sitter, he is permanently blind in his eye and I’m expected to pay for the rest of the medical expenses accrued due to this dog bite. Not cool.

    Bottom Line: No, I would not recommend this to a friend

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  • 13 out 19 people found this review helpful

    Bank shut off my card

    • Otis Orchards, WA,
    • Feb 8, 2018
    • Verified Reviewer

    I am a professional pet sitter and house sitter. I officially joined Rover (or try to officially join) because I thought I will get more clients as I don't have as many where I'm at now compared to say California or other places where I've lived and worked.

    Their background check is a runaround. You don't really see it up front when you pay the $25. Rover doesn't tell you that your application will be incomplete without a copy of your driver license. The uploading process is another problem. You might try it on different devices but the photo that you upload was never officially processed, and you just don't know.

    When you go to call and check, they have another maze of a phone system, and you can't reach anybody. What they say is there will be another 5-day delay to process your application. The representatives at my financial institution shut off my card because I couldn't verify if Rover still had my credit card information saved, and they believed it to be scammy.

    As a sitter, be aware the once you upload photos of yourself and certain information, you cannot delete them. You also can't cancel your account, and you have to send an email asking to deactivate it. They have an 888 number on Rover, but it's the same maze.

    Rover.com makes it appear there's a lot of clients in a city, absolutely. But the whole background check thing is a real problem, and personally, I would not proceed with this sort of situation again. Best thing is for a sitter is to market your own self although it may be more time consuming, and get out by word of mouth to your friends and so on down the line. Rover might be cute for the first glance, but the truth is it is a big let-down.

    Bottom Line: No, I would not recommend this to a friend

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  • 13 out 15 people found this review helpful

    Flaky sitter cancelled weeks after I paid yet I cannot review them

    • Vancouver, British Columbia, Canada,
    • Apr 7, 2018
    • Verified Reviewer

    I booked a dog sitter named Katherine S. in Burnaby, British Columbia, and paid for her to dogsit overnight so that I could volunteer at a Girl Guide sleepover. Weeks later she sent me a message saying she could not watch my dog at the times I requested because she forgot she had signed up for the Sun Run, so I would have to pick her up before 8 am. I had already specified before I paid her weeks earlier that I would require dogsitting until 11 am.

    I contacted Rover support, and they just said that they can see that she already canceled it so I should search for another sitter on their site. I tried this, and the same sitter still shows as available on the days she canceled on me. And the site does not allow me to review her because she canceled the booking. She has four positive reviews, but I wonder how many other people she has flaked on because she forgot about her personal plans?

    Oh and I still have not received a refund either, I guess I'll have to take that up with Mastercard. Save yourself the headache and look for a dog sitter somewhere else.

    Bottom Line: No, I would not recommend this to a friend

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