I have a complaint I'd like to lodge about a sitter who stood me up, so it hasn't given me a very good feel for your company and ! would like to post it somewhere where everyone can get a heads up.
In addition to Deb's advice, you do have the ability to leave that particular sitter a negative review. That would be relevant to any other potential clients who are considering that particular sitter. One sitter's negligent behavior doesn't reflect on the hundreds of conscientious sitters that list their services here on Rover. Moreover, the Rover organization is committed to getting to you a replacement as Deb pointed out. But definitely let them (Rover customer support) and future customers know that this particular sitter may not be entirely reliable.
I have a weekend trip coming up this week. July8-10. I’ve sent out request for this weekend in a reasonable amount of time in advance. The first Sitter canceled, due to COVID, the second one Canceled because she said on one of those days she wasn’t going to be around, and the last one Canceled today
Because she decided to raise her price from 35 to 60 and that was her reason to cancel. I’m very frustrated because now I’m having a hard time finding a sitter. I’m not going to leave a bad review to anyone but I feel if someone accepts your request for those dates, especially 3 days from my trip
Should be held accountable somehow, I understand, things happen, people get sick but to accept then cancel today because they wanted to increase their fee last minute from 35 to 60, is truly wrong to do to someone 3 days away from their trip. If someone cancels in this circumstance, should be
Penalized from accepting any request for at least a week or maybe 2. To let sitters know last minute cancellations are for emergencies only. 3 sitters canceled betw last week & today. Now it’s a race to find a 4th sitter for this weekend that isn’t charging 60 or 70 per dog. I will contact support.
Yolanda, you need to contact Rover Customer Support at [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]. They do not come here.
i have really bad experience now. Our dog sitter just texted me with her plans for the week when shes been paid to look after my labrador. Her other work Monday and Thursday working 8am to 6pm Wednesday working 8am to 3pm!! Its the time frame she will not be able to look after him. shocking
now we must cancel our holiday as we have no back up plan. my dog had a major accident last year and is not capable to spent time in Kennels. Now not sure if we can get full refund due to this issue
That's awful that you had that experience. I'd suggest contacting Rover Customer Support at [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] or support@rover.com. They should be able to help you make other arrangements if you haven't already done so.
As a sitter, I've never cancelled on any dog that was depending on me for his or her care. I think most sitters are just as committed.
Similar thing has happened to me twice now and Rover support has told me on both occasions there is nothing they can do. So I’m sitting here at 3am calling everyone I know trying to get someone over to my house while I watch my dog freak out on my security cameras! Such a nightmare!
I'm really sorry your first experience with Rover was so disappointing. As Deb suggested, give customer support a call so they can look into your situation. They will also assist in finding you a replacement sitter at no extra cost to you whenever a sitter has to cancel a booked stay, no matter what the reason.
Though there are a few Rover employees who post on this forum, this is mostly a group of other pet owners and sitters. All Rover sitters are independent contractors, essentially using Rover's interface for advertising our own businesses and their insurance and support. While my experience has been generally positive with other sitters I've communicated with, there are always exceptions. Rover takes complaints seriously and will investigate customer concerns, and potentially deactivate the accounts of sitters who fail to meet their standards.
I hope your experience doesn't turn you off Rover entirely. There are a lot of fantastic sitters on the site. Since you've already had a bad experience, I'd recommend focusing your search on sitters with a lot of positive reviews. Especially reviews which mention things like excellent communication and responsibility. All reviews with a "verified stay" next to them come from real requests.
You need to be a people person gets along very well with others Able to bring peace to all situations resolving them or else be rough
People leave sitter a bad review which causes harm to them by future clients Rover what are you doing to protect clients from abusive clients I am a good sitter and there are people out there that are cruel and mean to us leaving reviews we not deserve bad are lies just to hurt us cause yes we live in a world where people are mean and hurt others just for the heck of it
I had a bad review last year and I now have attacks on me from future clients after they read it they walk in my home and assume preconceived ideas of what kinda sitter Iam and mistreat me and my character I will try to resolve with customer People sue others because they post articles in newspapers saying there bad when there not Rover please understand and protect and do something about wrongful reviews Iam being attacked emotionally every week due to this persons review
I just came home from a bad situation for my dogs. I requested a Home Sitter because of my puppy that's never been alone overnight. The Sitter was polite for the meet-and-greet and I went through the house to show the bedrooms where she could stay, the dog's room (the breezeway between house and garage) that has a doggy door for them to gain access and a backdoor for me to gain access, etc. She even asked about her need to spend the night to which I responded I needed a House Sitter and not a Drop-In person because I had turned down two cheaper people for just dropping in. When the Sitter said "it's cheaper for me and you to go outside Rover" my gut told me nope but I was just days out from a weekend away I'd already paid for so I agreed. I woke to a lot of Ring alerts during Friday night that reflected my puppy was out all night and my elderly dog was sleeping on the porch (I have house dogs). I texted Saturday to ask if everything was okay and was assured it was. I got home extra early morning because something was not right. I found my dogs roaming the house alone, no water in their bowl, the backdoor wide open, a big mess. When I contacted the House Sitter she said I misunderstood her services! She kept texting and I kept ignoring. Bottom line, I've used Rover in the past and have been extremely happy, never use anyone offering a "deal" (btw she was $40 more than the quote) and follow your gut about a person because it's usually right.
Patty: Thanks for sharing what happens when you book a sitter found on rover, Outside of rover. That violates the TOS (terms of service) agreement, which if reported to rover could cause them to take action on your account & sitter, up to cancelation. So many times unethical who do this act thisway
Hi Carol, I am also very sorry that happened to you. If it happened to me I would also be very upset so I completely understand your feelings. As a sitter, I have never stood up a client and keep in close contact with my clients, during the sit and in between to let my customers know my schedule and when they would need a sitter. That way, if I am not available when they need a sitter, they have time to have rover customer support find a "back up" sitter and do a meet and greet. Please let Rover Support know what happened and they will be able to assist if it isn't to late for this time. We are all "independent" pet sitters and rover is support for sitters and customers. I am sure they will be able to find a sitter in your area that you and your dog(s) will be thrilled and happy to use repeatedly. I don't know where you live but would Love to have you and your pup(s) as my customer. I am sure there is a sitter in your area the feels the same way.
This is to fellow sitters I just got a request to sit 1 cat but there are actually 3 cats drop ins once a day weigh the food heat. The food vacuum each day. Use Brita water. There wants go on an on. I'm new I just did 2 cats for 12 days and was paid 217 I had a blast and I sent pics notes etc. Tell
Is it cool for her to only pay for 1 cat?
You need to let sitters know if all the pets Only responsible to take care of the pet that is booked not I booked pets Not feel obligated to And if you do take care of others simply ask kindly that there is only one pet booked and say do you need others cared for that’s fine just book them all firs
My dog was mutilated during a greet&meet in a sitters’s house by the dogs in her premises and they blamed my dog who is the only victim and got hurt.
Wow, no excuse for that. I am a sitter and a customer & would never do that. You need to follow through &call and lodge a complaint and make sure they let you do a review. You usually get an email after your stay asking for a review. When you call make sure the sitter didn't give you a bad review!
Well I'd like to share my horror story. Hope about hiring one of your sitters Hanna. She shows up sometimes and then decided to leave my dogs overnight in s looked house for almost 24 house close she was scared staring there whil my husband and u are over seas. We had watch our pups online with no
Mesns to get out. Thank goodness wrre had a backup person landed. Once in back in the u.s. i will make sure to call the company. Horrible situation
I also want to file similar complaint against both the sitter and company. The sitter left me high and dry after "her neighbor had a concern about the number of dogs" in someone else's property, and the website/company Rover, only allows a small limited number of booking inquiries in a day. WTF?!?!?
I have a 2 yrs old lab who I found a sitter for who on her profile said she had a yard. When I arrived, the conditions were not at all how she explained and told me she thought my dog was fourty pounds because of my profile which was a clear mistake. Rover refunded me only half the amount.
It’s easy to misjudge a dogs size by a picture This happens to me a lot I can’t tell by the picture what exactly dog looks like I don’t mind a bit but it’s easy mistake when customers pics don’t show the size well and Rover sitters don’t ask for specifics Working in peace matters resolve issues
I left specific instructions on how to walk and feed my dogs. I had to ask her how it was going and she only sent 1 photo and it wasn’t of the dogs. Just a blank screen. I get home from my trip and there is poop and pee all over my house. My dogs were left alone for 4 days.
Omg I thought my story was bad
I tried Rover for the first time and booked a reservation with Michael or 7/19 through 7/22 plus 7/25. from 3pm to 6pm. No one showed up or called. I would like a total refund. Received a message from Charley. Maybe Charlie could call me. R. Ferro 504.621.8557. Will call VISA in am. SAD,
I contacted 2 pet sitters off of Rover at the beginning of July. My trip is at the beginning of August. Corespondence with each is like pulling teeth. They each set up a day to meet but when the day arrived and I tried to confirm, they ignored my messages. TWO SEPERATE SITTERS! Won't be using Rover.
After our usual sitter had a last minute emergency, I booked Delaney D to come walk our dogs. We’ve used the service several times and she said that our address was incorrect, despite being on our road and is calling to help her navigate. She said “I’m wasting gas & going to my next appt” then left
What’s a number to call to file a complaint
I booked a sitter named Gillian for a week in June and 1 boarding in March and I'm grateful I canceled both. She rescheduled intial introductory meeting 3 times and yesterday didn't show up. No calls or texts to apologize. Waiting for my refund now.
I have been booking sitters from Rover for over a year, and I am very upset because Rover is always charging me extra weeks when I clearly specified the starting & the ending date!!! It has happened about 3 times, I have to call them to stop charging!!! Not very happy with the service, but need them
Reanna in Fort Worth Texas was not a reliable sitter.