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How do you handle or block a nightmare owner?

If an owner continues to message you demanding extraneous information and support after your terms of service are complete how do you handle it?

I have repeated myself several times regarding the information the owner is seeking and even provided a two page overview file with information when the boarding date had ended. She has continued to bombard me with accusations, questions, unrealistic expectations, threats, and demands. I have reached out to Rover support several times throughout the interaction but have heard nothing back from them.

Does anybody know what I can do? There is only so much I think I am obligated to deal with and I have gone far above and beyond for her in every situation but she will not cease.

Is it possible to block an owner? If so, how?

Comments

Would you elaborate how Rover helped you with this isssue (were they able to block the person)? A woman was needy when she contacted me and during the meet & greet, but I assumed it was the move & her dog's medical issue, but now she contacting me at all hours after I have already watched her dogs.

Alicia C.

I had an issue with a demanding client. She would not let me leave her apartment for 15min. Alhough in the meet and greet she mentioned that her dog needed to be kenneled because the dog was destroyed things.

Natasha B.

the client also did not mention to NOT to kennel her dog at night. This owner FAILED to mention her dog had separation anxiety at night either. I had a personal emergency at my home on Sunday morning.( this owner kept asking if she needed to come home. she was 3 hours away)

Natasha B.

I told ROVER to refund her money. I felt this was fair and reasonable. Thisi owner started to harass me about the dog bed that her dog destroyed. and I was to pay for it. I sent her money for the dog bed and Refunded her money and she was not very understanding. Rover support did help me.

Natasha B.

I agree with refunding her money at least partially for the time you weren’t able to watch but she should pay for the damage her own dog did to their own bed…

Hannah W.

4 Answers

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Karen R.

Book a Stay
Chicago, IL

When you say that you have reached out to Rover Support several times but not heard back, are you sending them messages via webmail or leaving messages on their voice system?

There is a direct number for Rover's Trust & Safety staff. Just Googled it. Try this number (888-727-1140) and see if they can intervene with the client, who is harassing you. I hope you have all the communications documented in Rover's messaging system, so they can take a look.

Comments

I used messages and their voice system. It started over the weekend and I think that that is why there was a delay. That is when I tried posting on here but my question didn't post until over a week later. Rover support ([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]) did respond and were immensely helpful and great!

Chantelle Linh X.

I made sure to document everything and send it to them throughout the whole ordeal.

Chantelle Linh X.

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Melissa W.

I came here searching for same answer. This owner will not take no for an answer. Won’t stop asking me about my availability. I’m ready to tell her I died.

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Chantelle Linh X.

There are some good tips in the other responses and I just want to add a few of my general takeaways from the experience that I hope might be useful to someone else:

1) Be aware and set clear boundaries from the beginning as well as during the stay (and after, if necessary).

2) Keep a record either personally or through the online inbox thread of all the services you've provided and that shows an overview of the stay.

3) Reach out to Rover support (I use this number: [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]) if you need any assistance. I used both their messaging system and their number. They are available 24/7.

4) Check here or other online forums to see if other people have experienced the same thing(s).

5) I think the responses here would have been helpful (or a the very least, comforting) too but the forum is so vast, the questions take time to be moderated, and there are so many issues addressed that there can be quite a lag (in this case over a week since the incident) from sending it in to having it posted to receiving responses.

Comments

The long lag in moderating comments is because Rover places no importance on this forum. In fact, they started another forum about a year ago and that one is languishing because of no commitment. I have complained that moderating all new questions 1x a week is a disservice to both sitters & clients.

Karen R.

Also, thank you for providing a follow-up and some tips on how others should handle these types of problems. BTW, the moderating lag, I think, only applies to the first time someone registers here and posts a question. I'm sure it is done to prevent spam.

Karen R.

@Karen ARGH, the top commenters should be given admin access to the forum so timely answers can be provided to the community.

Walt G.

We (and that includes you BTW) do have some moderating capabilities, like deleting and editing any comment. See the FAQ. Also, you'll have noticed a Delete/Edit button on other people's comments. I have deleted a few spamming posts in the past or duplicates.

Karen R.

As for moderating before being posted to the board, that would require a true Admin function. Also, Rover isn't paying me as they are paying the person who is supposed to oversee this place. More people have to complain about how they are handling it.

Karen R.

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Lisa H.

I've definitely had a few "high maintenance" owners, but I've never felt harassed or threatened. If I truly felt that way, I would call Rover support and explain the situation, offering up her messages that were threatening. I've also never had anyone really reach out to me after the dogs' stay, except maybe once to ask a clarifying question or make a comment. If it's been days and she's thinking of new things to complain about I would maybe do one last response letting her know that the updates she has received is beyond what is normally provided and because the booking is over there isn't anything more you can provide. I'd also thank you for her booking and suggest she find another sitter in the future because you don't believe you are the best fit for her. Then I would ignore future attempts. If she leaves a negative review (which is possible - bullies don't like to be ignored), you can post a comment back - a very nice one outlining the care and updates you provided. Good Luck!

Comments

Yes, all great pointers for future reference and anyone else dealing with a similar issue(s). Thank you!

Chantelle Linh X.

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Cindy & Stephen G.

You can't block her, but you can just ignore her. I didn't see any bad reviews on your page. I'm not really understanding your situation based on lack of details, but to me it seems from what you've shared if you just stop communicating with her, problem solved..no?

Comments

Thank you. Unfortunately, it wasn't that simple. I was able to reach Rover support and they helped me to resolve the issue.

Chantelle Linh X.

Excellent :)

Cindy & Stephen G.

Excellent :)

Cindy & Stephen G.

Yes you can block someone

Jenna B.

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