Nhu mentioned she does rover full time. I in no way want to cause damage to her career but I do feel the need to tell others about my experience. I hired Nhu to watch my two senior dogs for the Fourth of July weekend for two nights in my home. In total I paid $226 for the two nights but my normal sitter was booked and I was just happy someone with good reviews could watch them last minute. In addition I have two indoor rabbits. Nhu messaged me the day before I left and said she was having trouble with her housing and asked if she could rent the Airbnb ADU I have on my property the night before we left. I did not want to pry into her personal life but I told her she could stay there free of charge in exchange for taking care of the rabbits while I was gone. We did a meet and greet to go over everything and I left written instructions. I had told her we typically feed all of the animals dinner around 7-8pm and she fed them dinner at 3:30pm which I found a little strange the first night but not a huge deal. She was gone the majority of Friday but she did come back every 3ish hours to let them out so I was okay with it. Saturday the Fourth of July at 5:58pm she messaged me saying “I’m really sorry I accidentally stepped on Cleo’s leg and now she’s limping” she also noted she had called the emergency vet number I listed for her. Cleo is a 5 pounds teacup Pomeranian. She spends her entire day following whoever is with her around which I had told her during the meet and greet she would probably stay up under her. She told me she was cooking in the kitchen and she didn’t see her and stepped back onto her. Transparently I myself have tripped over Cleo hundreds of times in the ten years I’ve had her and wasn’t super worried when I first got the text. I assumed she had stepped on her paw or something. I asked if she would call me and I asked her to offer Cleo some treats to see if that perked her up she’s very food motivated and usually a treat will recover anything fairly quickly. Cleo showed no interest in the treat and instead was shaking, heavily panting, and refused to stand at all she would just collapse. I asked her to go ahead and take her to the emergency vet. The vet called me and let me know Cleo had a dislocated hip. She expressed to me that Cleo was in a lot of pain and they needed to get it back in as soon as possible. I agreed to the treatment over the phone and waited. The vet called me back and went over what happened on speaker with Nhu. I had questioned how a dislocated hip had happened by her accidentally stepping on her while cooking. Cleo is 8 inches tall.. the average person lifts their foot less than an inch while walking. Her paw or something maybe but a dislocated hip? Then the story changed a little. She said she had just finished cooking and was eating on the couch (we do have a dining table as well as a kitchen island so not sure why she was eating on the couch) and that Cleo was sitting under her feet and she didn’t realize and when she stood up she stepped on her. The fact that the story changed red flagged for me. The vet called me again and said they didn’t think they were going to be able to put Cleo’s hip back in without fully putting her under. Obviously there is a danger with putting her under but she expressed she thought it was the best option because if we waited too long to get her hip back in they may need to amputate her leg. I’m distraught at this point. We had gone out of town to New York for the fourth and I was now spending it in our hotel room sobbing and trying to manage all of this from afar. 2.5 hours later the vet called me to let me know they got her hip back on and I paid the 2.5k vet bill. They bandaged Cleo’s back legs together to keep her hips in place. The next morning we are flying home and Nhu texts me that Cleo’s leg binds have slipped out of place and she was taking her into fix them. Cleo is supposed to be sedated and not moving much for a few days so I was confused how they came undone. She also tells me Cleo has a cough and the vet thinks she has developed pneumonia from being put under and needs chest x rays. Again I’m on a flight I’m messaging and emailing back and forth in a panic trying to get everything handled. I told her to approve anything they needed and I’d figure out how to get them my card information. I guess I didn’t respond fast enough and Nhu denied the chest X-rays they had recommended and takes her home with a round of antibiotics. I let them know I would bring her back in once I was home for the x rays. The vet emails me and says it is crucial that Cleo isn’t allowed to jump off the couch or left alone on higher surfaces anymore. At this point I’m upset, what is she talking about? I messaged Nhu and asked if she had let Cleo jump off the couch hours within her hip being put back into place and she just said yes she had left her on the couch and left and when she came back cleo was at the front door. I could not fathom leaving a 5 pound dog alone up high immediately after something like this happened. I let her know that should never happen and she just said “i apologize”. Idk what you reply in this situation maybe I was hoping for a little more worry or remorse throughout this entire exchange. I was also upset that she completely left out that Cleo had jumped off the couch. I had to find out from the vet. I again asked Nhu one more time to clarify what happened. The story changed again slightly the third time. She said Cleo was barking at her so she picked her up and placed her on the couch and Cleo peed on her. So she put her on the ground and then stood up with her plate and stepped on her. She hadn’t mentioned this before. I don’t think I have ever seen Cleo pee on anyone in 10 years. I did check the cameras outside to see if she had been letting her out on a regular scheduled and it does appear she was. But again the story not being consistent made me uneasy. I called my best friend and requested they come stay with her until I was home that day. Upon returning home I also noticed my rabbits had no hay. They get unlimited hay it should always be full and it was totally empty not even remnants left in their littler box which tells me it had been empty for a while. One of them was in a pen which was left quite filthy. All in all I have about 3k in vet bills. I do have pet insurance but this maxes it so god forbid Cleo who’s a senior have any other issues this year she’s left unprotected. There’s a $500 deductible as well as it only covers 90% of the bill. So I’m out $800 in addition to the $226 I paid for the sitting.. she did not offer to refund anything. I did request a refund through rover and was given a credit on a future booking… we are obviously thrilled about using that after this.. cleo also had multiple follow up appointments for her hip and a second round of X-rays for the pneumonia she developed due to fluid getting into her lungs due to being put under. Just the X-rays were another $650.. rovers guarantee works as secondary insurance to pet insurance so we had to go through ours.. I was told there’s a 30% chance her hip becomes a reoccurring issue and she’ll need surgery in the future. She’s on 4 medications twice a day and has her little legs bound together to help keep her hip in place so we have to carry her everywhere. I understand accidents happen and I do appreciate that she let me know when something was wrong and that she did take her to the vet soon after but ultimately I do feel like a level of negligence has potentially impacted my dog for the rest of her life, has put her future health at risk, and there was not full transparency around things as they were happening. My normal dog sitter has texted me twice to check in on cleo since the accident and Nhu never followed up to ask if she was okay.

Nhu did an excellent job caring for my corgi Archie while we were abroad for a week. She was attentive, responsive, and sent me daily updates and photos. Would definitely use her services again!