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Your feedback section is broken so I'm posting my feedback here?

After my bad experience with Rover, my memory of it just keeps getting more more sour. I had a walker who was logging walks they were not doing with my dog for weeks. I didn't realize until I installed a security camera and caught her entering my house but not walking the dog, or not showing up at all despite a walk with pictures being logged on the app. I expected Rover to step in but they didn't do anything. So there I was in a situation with someone who is obviously not trustworthy, with keys to my apartment, and Rover's response was basically "tough shit, you can leave a bad review if you'd like" I expected Rover to fulfill it's primary job of being a middle man and stepping in when there was an issue, they did not. In retrospect, I place equal blame on Rover for introducing this person to me in the first place and for displaying fraudulent information to me in their app. It's trivial to make the app only able to display photos taken that day but Rover chooses not to do that. I'm still very bitter about it, I haven't used Rover since then, I'd like to have my locks changed and I haven't hesitated to tell my story to anyone I know who is thinking about using this terrible platform.

3 Answers

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Sorry to hear you had a bad experience with a Rover sitter, unethical practices are not acceptable. The majority of sitters providing care on the Rover platform are highly professional and motivated folks who provide quality care to their clients 100% of the time, and it upsets all of us when one goes awry.

Please call Rover Support and report the sitter @[Edit: Rover’s contact options have changed. Visit the Rover Help Center at https://support.rover.com/ to find the phone number, help articles, or chat with the team].

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That's very disappointing to read about Rover's lack of support to you, as the customer. You obviously already spoke to Customer Support. Have you attempted to escalate the issue? No one from Rover is going to see your comments here or act upon them. I'm not sure what "Feedback" mechanism you say is not working, but I encourage you to call, as Walt wrote, and then escalate the problem. That sitter should not be allowed to be on the platform.

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Wow Dave, I am very sorry to hear you had such a horrible experience. I am really surprised that the Rover Support team gave you that response. Rover Support takes situations like this very seriously but in order for Rover support team to help, you would of needed to book the walks through the Rover platform. As long as you did, Rover Support will help you. I would recommend calling Rover Trust and Safety team at (888) 727-1140.
If you still are not getting the resolution that you would like , You can also ask them about their "Rover Resolution Center". The Resolution Center was set up to help resolve any problems that arise during a stay or walk. You can find more information about, "The Resolution Center" at https://www.fairclaims.com/howitworks

Again sorry for your bad experience with Rover, but I am hopeful that Rover will make it right.

Best of Luck!

Comments

Erica, he clearly did book the walks through Rover.

I just find it extremely odd that Rover Support was not helpful the first time he called. As we all know, Rover Support takes situations like this very serious. Also, I was under the impression all walkers needed to use the Report Cards, which will draw out a map on the path they walked?

No, *we* all don't know. Also, just because you find it odd about Rover Support does it mean to you that the OP is lying?

Karen, I am not sure what about my post has you so fired up. I was merely giving my opinion to David's post. But In the future, please do not try putting words into my mouth. I never once said nor did I implied that the OP was lying. I merely said that I find it odd, in which I still do.

OK, I'm not "fired up." However, my hackles are raised when people answer in the "we" form. Go back and reread your original response to David because everything he wrote supported the fact that he had booked the walks through Rover. Just sayin'

Hi Karen, Yes I do agree with you- in that everything seems as if he did book through Rover. I don't see why Rover was not more helpful? Is something missing? Either which way, the client deserves better, so I hope Rover support looks into his situation and it gets resolved.