Help when out of the country and something is going wrong with a Rover sitter?

asked 2017-03-08 07:56:35 -0500

Hello, We have a new sitter staying at our house and watching our dogs while we are out of the US. We left specific instructions for the sitter to not invite guests to our house while we were away and for how to deal with each dog.

We can see on our security cameras that one dog has not been outside the house even one time in the last 5 days, and we've seen the sitter outside with several guests which he has invited over, and they're smoking bongs in the back yard.

I don't see anything from http://Rover.com on how to deal with emergency intervention, responsibility for damages when a sitter invites unauthorized guests or liability for allowing unauthorized guests on an owners property. Can anyone please advise?

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Please contact Rover support - they can help you in this situation. 888-453-7889, via https://support.rover.com/hc/en-us/requests/new, or through the app.

Jessi S.'s profile image Jessi S.  ( 2017-03-08 09:33:58 -0500 ) edit

If you feel comfortable doing so, will you please let us know what came of this? This kind of thing gives Rover a bad name and I'd like to be able to tell people how Rover responded to something like this IRL rather than saying "Rover Support will handle it."

Jill G.'s profile image Jill G.  ( 2017-03-13 14:38:33 -0500 ) edit

I just noticed you became a Rover member 3 days before you posted this. Did you really book your Sitter then travel out of the country and see this problem happening all within THREE DAYS?

Jill G.'s profile image Jill G.  ( 2017-03-13 14:41:08 -0500 ) edit

No, of course not. We've used http://Rover.com several times over the last year, and Rover has been very helpful in resolving the issues. Happy to report that all ended well. Clearly, this particular sitter won't be used again, but he doesn't represent our typical experience with Rover.com.

Ron K.'s profile image Ron K.  ( 2017-03-13 15:07:35 -0500 ) edit

Jill, I believe that is simply the Q&A Community Profile and member date you are looking at.

Lindsey T.'s profile image Lindsey T.  ( 2017-03-19 19:20:52 -0500 ) edit

So glad to hear all ended well. I am really happy you caught the person so they won't be able to do that to anyone else. Gotta ♥ modern technology!!

Jill G.'s profile image Jill G.  ( 2017-03-19 21:07:53 -0500 ) edit

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answered 2017-03-08 11:51:54 -0500

As Jessi correctly advised - Rover support can help you. They can contact sitter, take appropriate action which may include suspend or terminate payment and/or account, find a replacement sitter, and communicate/coordinate all the info. Rover Customer Support can be contacted at 888-453-7889 or through the app.

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Yes call Rover support, this behavior is unacceptable and not tolerated

Walt G.'s profile image Walt G.  ( 2017-03-08 16:26:34 -0500 ) edit
answered 2017-03-10 13:27:27 -0500

Oh wow! I am so sorry this is happening to you! Most sitters on Rover would never do this and are very responsible. Contact Rover immediately.

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