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We sitters demand proper support????????

I have been working for http://Rover.com as a walker/boarder. They have little to no care about the sitters, the help they provided is not functional.

Now I am experiencing a situation with an owner who falsified the dog information (potty trained, won't jump on furniture, can stay at home alone "all day", good around other dogs/people/other sitters, the care instruction said "nothing really" and etc.) left us with restless nights, and destroyed belongings. He peed/pooped in the apartment and common hallway, barks all night (12am, 1am .... 5am) and day even though we (me and my gf) are mostly home with him, jumps on bed/us, bites and rips belonging, and so much more. At 2 years old the owner gave us the poor excuse of him being "just a puppy". I love dogs and totally understand that this is not the dog's fault but the owner. And I demand a proper support, because this is unfair to us. We accepted the request because of information the owner gave.

We tried to modify the booking for the damages that occurred as suggested by the support team and the owner said she would not be paying for it and that the support team would explain why and http://Rover.com can not explain to us why, they ended up not helping. We couldn't even report the owner, all they will do is relocate the dog, and the Team said they will also not be the one who pay for the damages. We and very lost, frustrated and exhausted and we were not the only one with who have to go through this.!

P.S. we couldn't upload the photo because apparently you need points, but here is the conversation

* photos/videos of the damages sent* Owner: I do apologize but I have spoken with Rover about damages and stay. They are looking for another sitter and would like you to reach out to them. Also i will not be paying for the damages and they will explain why. Me: I have just spoken with Rover and they will help us relocate Bear. We also asked about the damages fee, and they couldn’t explain why. They checked their policies and didn’t have the explanation to us. So if you could kindly explain why the damages won’t be paid for , it will be very much appreciated. Request modification declined by D. R. Owner: They will contact me once they find another sitter for him. I apologize this wasn't a good fit

2 Answers

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Jessica S.

It REALLY is a shame that Rover doesn't care about the sitter. I'm getting to the point where I only consider Rover as the platform to book the stay and get paid. Everything else is on me. So, I ALWAYS require a meet n greet before agreeing to see a new dog. As far as damaging property and belongings...at this time I consider myself lucky that I don't have any worth any money so if it is destroyed, not a huge deal to me. That being said, I COMPLETELY agree that the dog owner SHOULD be paying for damage that could have been prevented by knowing the dog(s) and what to expect. If the owner isn't going to be up front and honest and doesn't know their dog(s), then they should be only allowing the sitter to come to the owner's home so anything that gets destroyed is on the owner.

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Karen R.

Book a Stay
Chicago, IL

Sounds like a horrid experience. Did you have a Meet & Greet with the dog/owner? You didn't mention it.

Owners are under no obligation to pay for damages to your home or belongings. I am not sure why Rover Customer Support couldn't explain it to you. Rover transfers all responsibility for ascertaining the appropriateness of a customer and his/her pets to the sitters and vice versa.

This is all laid out in the Terms of Service:

2.3 Release. Subject to Section 16 below, Rover has no liability for any claims, injuries, loss, harm and/or damages arising from and/or in any way related to your interactions or dealings with other users and the acts and/or omissions of Service Providers and Pet Owners, whether online or offline. You acknowledge and agree that, to the maximum extent permitted by the applicable law, YOUR USE AND/OR PROVISION OF PET CARE SERVICES IS AT YOUR SOLE AND EXCLUSIVE RISK. (Any financial obligations Rover may have to its users in connection with user conduct are limited to the reimbursement obligations set forth in the Rover Guarantee.)

and

2.6 Pet Owners are Solely Responsible for Evaluating Service Providers. Pet Owners are solely responsible for evaluating the suitability of Service Providers for the services they offer to provide. Please visit the Help Center for guidance about making informed decisions about engaging Service Providers. Though Rover performs a limited review of Service Provider profiles and facilitates Service Provider Background Checks or Identity Verifications conducted by a third party, any such screening is limited, and Rover does not warrant that any such screen is accurate, complete, conclusive or up-to-date. Similarly, Rover does not endorse reviews of Service Providers by other Pet Owners that may be available via the Rover Service, and Rover makes no commitments that such reviews are accurate or legitimate.

https://www.rover.com/terms/tos/

BTW, I would agree with you that Rover has no care for the sitters/walkers that use its platform.

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We sitters demand proper support????????

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