My account is on Pause after an owner contacted Rover. Has this happened to you? Where does it go from here?

asked 2016-08-16 23:09:27 -0600

I recently got an email from Rover saying that an owner believed that care expectations were not met. This put my account on pause until I responded and deactivated if I failed to respond. I responded quickly upon seeing the email. Has this happened to anyone else? Have you ever had an owner be unhappy with your service but not say anything to you and go straight to Rover to report? I had a lot of pending sits for this upcoming month with a few meet and greets scheduled for tomorrow and this week, what can I do if my account is on pause?

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I would call rover support right away and explain the situation. I am sorry. I am sure its frustrating.

Denise E.'s profile image Denise E.  ( 2016-08-17 11:11:21 -0600 ) edit

6 Answers

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answered 2016-08-17 10:41:31 -0600

This has never happened to me, and I'm sorry it happened to you. That action by the owner was not appropriate, in my opinion. They should have said something to you first before going directly to Rover. You did the right thing by responding quickly. Walt gave great advice on just being patient and possibly calling Rover Support.

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answered 2021-08-17 08:27:22 -0600

I’m so sorry this happened. I think they pause the accounts during investigation/review of something reported, but unless it’s something very bad with some evidence, it seems we get the unjust side of the stick here. As sitters, we are expected to run a tidy ship and tolerate all mischief and damage; owners have no responsibilities, save to pay for the service.

I have started doing more thorough meet and greets, wherein I screen owners as well as dogs. Some potentially problematic personality issues can be picked up this way. I pay attention to the ones who treat their dog’s better than humans- thus is always a red flag. Another thing I do is screen sitter profiles in my area for reviews; principally I’m doing this to see what owners like and how I can provide better services. But lately I’ve begun making note of all the owners who have left unreasonable reviews (the reasons for their dissatisfaction are sometimes unbelievable). I decline any client who has left such a (unreasonable) review for another sitter. Unfortunately, in this business, it’s not always the dogs who are the complicated ones.

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I 100% agree with this. Screening owners is just as difficult as the pets. I have improved my screening with each negative experience but am currently dealing with owners that gave me a good review and tip and then complained to rover bc 1 of their 20+ pots in the backyard had a crack/chipped piece.

Sanjana J.'s profile image Sanjana J.  ( 2021-10-25 12:47:35 -0600 ) edit
answered 2016-08-17 07:15:36 -0600

Fortunately this has never happened to me but I feel your pain! If you have already responded to the email from Rover it can take several days for them to review your account and the complaint before deciding the path forward. I suggest you call the support team to see if they can give you some insight 888-910-3010 Good luck

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answered 2017-01-18 20:22:34 -0600

Had mine suspended after had to cancel client who's dog refused to stop barking. It was on hold for about a week

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answered 2021-09-27 13:17:18 -0600

I recently had an owner report that her dog ate a sock in my care and she had to take the dog to the vet. She reported this two days after the visit. My profile has not been paused. Obviously I did not see the dog with a sock. I’m not sure why they would have paused your profile so quickly without even speaking with you.

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Rover's customer service has flaws or sometimes slip ups. I had a client call rover directly saying I never showed up so she could get a full refund vs the 50% policy for last m and rover gave it to her, no questions asked. I got the email at 3am, so she waited to do it while I was back home asleep

Sanjana J.'s profile image Sanjana J.  ( 2021-10-25 12:49:38 -0600 ) edit
answered 2021-08-23 20:34:28 -0600

Yes this has happened to me. The owner was upset that I used the rest of her dog treats.

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