Read 55 Rover.com Customer Reviews and Complaints (Page 2)

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Average Consumer Rating: 1.4
Rating Snapshot:
5 star: 4 4 star: 1 3 star: 0 2 star: 1 1 star:  49
Bottom Line: 9% would recommend it to a friend
Showing 12-22 of 55
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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 14 people found this review helpful

    Contact with Rover does not exist

    • North Carolina,
    • Mar 21, 2018
    • Verified Reviewer

    I booked my dog with a wonderful pet sitter we have used many times through Rover. However, on this last booking, it says for the pet sitter to show up one time on each of the days we requested. However, I request and PAID for two times a day. I cannot get in touch with Rover. The phone number goes to music and no messages! Very frustrating. This will be our last time using Rover.com.

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

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  • 13 out 13 people found this review helpful

    Lack of experience

    • Broomfield, CO,
    • May 18, 2018
    • Verified Reviewer

    This is a warning about one of Rover.com "sitters" if you live in the Broomfield, Colorado area.

    We made a huge mistake of trusting a sitter "Barbara" she claimed to have experience with older dogs, the night before our trip she started verbally expressing Rover was her second job priority and disregarded our detailed instructions and continued to ignore his care and contact with us was limited.

    We had to put him in daycare last minute to assure his care while she worked at her top priority job.

    We lost our dog upon arrival home, she wasn't feeding him any of the food we left, he ended up in Emergency care costing us $3000 (no regret on that for his excellent care). Northside Clinic.

    Our Vet at the Animal Doctor wasn't much help as she did not know the scope of his neglect even as we called and sent concerns and was ready to come home early. Since his death, we have had several people share their similar losses from her and also Vet involved.

    Please do not hire this women and Rover should have fired her with all they were told! We have documents to prove our claims.

    Somehow she escaped her irresponsible care with Rover and our vet at the Animal Doctor. Please don't make our mistake we continue to get heartbreaking reports on both directions.

    The first review upon our arrival at home did not specify enough on her involved lack of care as we were stunned and heartbroken of our loss. Sadly we continue to hear reports to back this up and never an apology from her as she was in denial of any wrongdoing. Again her lack of excepting responsibility.

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

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  • 12 out 15 people found this review helpful

    Unprofessional sitter, had the cops called

    • San Diego, CA,
    • Dec 28, 2017
    • Verified Reviewer

    My neighbor used the app to sit her dog over the holidays. The sitter was a young man that played not great rap music into the common areas. He let the dog use the common areas to pee, which is fine, but that dog generally goes for long walks with the owner.

    The Rover sitter sat and blew smoke out of the screen door and just made my dog bark over and over. There is no professionalism, and I did not feel safe with him there. I refuse to come outside at night and my other neighbor called the cops on him for not turning down the music and just being unprofessional and rude in a complex he did not live in.

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

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  • 12 out 12 people found this review helpful

    Total waste of time

    • Glendale, AZ,
    • Apr 29, 2018
    • Verified Reviewer

    The listings on Rover are stale, and almost every sitter I contacted either never replied or curtly responded that they are "no longer available." Only a puny handful had any references. When I did finally find someone to interview as an in-house dogsitter, he blew off the meet-and-greet (AFTER the site had already billed my card). I had to threaten reporting the organization for fraud before I eventually got a refund. (If you've ever tried to reach a live person at Uber or Airbnb, you get the idea.) Fly-by-night website trying to replicate the "disruption" model but totally inept at it. Avoid at all costs.

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

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  • 12 out 12 people found this review helpful

    Worst experience of my life!

    • Deerfield Beach, FL,
    • May 10, 2018
    • Verified Reviewer

    My usual sitter was away, so I hired someone off of Rover who not only took doors off their hinges but obviously had a large party at my home not to mention stealing jewelry.

    I took pictures of all and Rover gave ME a hard time.

    I also filed a police report for stolen items. Never again will I use them as they do not vet people or offer help with any monetary value at all!

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

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  • 11 out 12 people found this review helpful

    Transparency is NOT a VALUE of this platform.

    • Denver, CO,
    • Jul 20, 2018
    • Verified Reviewer

    We have five-star reviews on Rover, but then hosted dogs which were total monsters, undertrained, they attacked our own dog as a pack, they peed and pooped on our carpet, damaged doors, etc. Rover doesn't provide any facility to compensate for damages, they only provide "we are sorry, you are an independent business owner."

    WORSE: The dog owner can review our service and it will be public but WE, the dog sitters/boarder, cannot WARN future sitters how bad those dogs are. Rover keeps everything "private" when it comes to reviewing the dog owner or their dogs - EVERY single sharing platform like Uber, Lyft, Turo, Airbnb allow for public two-ways reviews.

    The owner of the dogs we sat for should NEVER be allowed to use this services as they have bad dogs and clearly never trained them. Rover can go on hiding bad practices which is why your use other platforms.

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

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  • 11 out 13 people found this review helpful

    Horrible

    • Kansas City, MO,
    • Jan 14, 2019
    • Verified Reviewer

    Rover supports false and inaccurate reviews posted by angry pet owners. I was attacked by a dog while dog sitting. The dog bit my coat collar, dragged me down and would not let go. 80+ pound dog for reference. I informed him and told him exactly what happened. In his review, he said the dog "jumped on me and knocked me over." False. He called me immature. False. He also said I wouldn’t make a good vet tech or dog sitter. I have been a vet tech for five plus years and dog sitting for over ten.

    I have never had a complaint until this angry dog owner. Rover does not care that I was attacked or that this person decided to leave a false and misleading review. Doesn’t matter if you respond to the review because no one will see it as the reply doesn’t show up on the app or if you’re using a browser on your mobile phone. 90% of the people using Rover are using apps and their phone. That’s like the whole point of Rover. Apps and mobile devices. So I’m never recommending Rover to anyone who wants to be crapped on and their name slandered.

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

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  • 10 out 11 people found this review helpful

    Pet torn CCL after left in Rover care

    • Orlando, FL,
    • Dec 15, 2017
    • Verified Reviewer

    Our experience was terrible! We left my 5-month-old puppy with a sitter who was perfectly fine when we left. We picked him up and he had a limp! Their company has an insurance policy for pets that are injured, so we took our dog to the vet to be checked out. He had a torn CCL that was due to a trauma from the sitter's care. Rover refused to cover any expenses of a $4,000 specialty surgery on my poor puppy.

    I will never use them again. Make sure you look at their terms and agreement before you leave your puppy! Their insurance doesn’t cover hardly any injury that may occur in a pet sitters care and they look for any way where they don’t have to cover it.

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

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  • 10 out 10 people found this review helpful

    Dog sitter failed to see signs of sickness

    • North Carolina,
    • Jul 13, 2018
    • Verified Reviewer

    This dog sitter required my dog wear a flea and tick dog collar. I told her my dog is sensitive and gets easily sick on these. She insisted. She also INSISTED she wear it at night when she slept! My dog started getting sick, and her responses were odd. The pics clearly showed she was sick. While I was over 2000 miles away, I had someone rescue her from this apathetic woman. My dog is now feeling better, after vomiting for two days.

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

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  • 10 out 10 people found this review helpful
    Updated review

    Update

    • Denver, CO,
    • Jul 20, 2018
    • Verified Reviewer

    After my post on Rover's Facebook page got shared multiple times and received dozens of comments, I got a call from Rover. They have decided to offer a settlement. While I'm glad that they ultimately did the right thing, I'm discouraged that it took so much effort to get to that point. I'm hopeful that they will update their Rover Guarantee to include some sort of resolution for death due to negligence.

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

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    • Previous review
    • Jul 13, 2018

    Horrible experience. Horrible customer service. Horrible company.

    We had a very bad experience with Rover. To make a long story short, the person watching our dog lost the dog three hours after we dropped her off. The next morning, we got a call from the police that the dog had been found dead. The sitter felt horrible and compensated us a substantial amount of money for the new dog.

    I reached out to Rover asking if they would be willing to compensate the remaining $250. The initial reply that I received from them told me that we'd heard from our assigned Trust & Safety person within 24-48 hours. Two weeks later, we finally got an email telling us that they Rover Guarantee doesn't cover compensation for new pets. The guarantee will cover vet bills up to $25,000, but there's nothing in the guarantee to offer compensation for the death of a pet due to negligence by the sitter. I asked if they would reconsider and reminded them that they would have been willing to pay a substantial amount of money for vet bills had our dog just been injured. So, I asked if they'd be willing to take $250 that they would have been willing to pay for vet bills and apply it to the purchase price of our new pet. I was told that they are unable to do that.

    Any time a company says they are "unable" to do something, it drives me crazy. "Unwilling" would be a more appropriate word. There is ALWAYS something a company can do. They just chose not to.

    So, what I learned is that the Rover Guarantee covers a lot of things. However, if the sitter loses your dog and the dog ends up dying due to their negligence, that's not covered. Some guarantee. I would caution anyone to think twice before using this service. Their guarantee is severely lacking. Check the reviews online. There are numerous stories just like mine. I'm sure that most of the pet sitting arrangements go smoothly. But, for those of us who are unfortunate enough to experience the death of a pet, I guess we're on our own.

    (read moreread less...)

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