ComplaintsforA Place For Rover Inc

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wrkd for the cmpny for a while and loved wrkin with animls. I had pro dog training srvices and felt like I was fulfilling a need and enjoyn my self where it dosnt feel like wrk. I had an unusual circumstance with a lady who nvr tld me she had a camera video taping me. To this day I feel like this lady ruined my career. Al she had to do was tel me. I ws getin micro managd by her telin me whn to let the dog out, she ws out of her mnd crazy. I let the dog out like 5 times in the day and she wld lie and say I nevr let the dog out at al and she scrwd with me so hrd. She strtd mesin arnd with her ***** srvices in the house while she was drunk on vacation, lol with her friends tlkin on the intercom in the house in the midle of the night while I was sleeping and trnin the lights on and of, I was about to cancel my sit and have ***** persn fill in with less pay, but I said jst deal wit it and it will be ovr but I shldnt have. I met a guy who was givin his dogs weed. They nevr paid ppl for meet and greets, and ppl would get off on picking between 3 different sitter interviews and not select you for the littlest reasons and waste your time and add agrivation for what I saw as loop holes in the companies structure to mistreat you. The company got sued for like $15 million dollars during this process. I ended up doing a stay for a military guy who him and his girl talked about his gun half hazardly non Shelontly I took it as threats for my safety. I would never expect to go to work and be worried about being shot, specially since this guy got shot in the head and had a head injury and wasnt making sense when he was talking and we didnt really have a good relationship. He went to ***** and had to go to court out there for god knows what, and I ended up having to cover for him. Since his interaction I got involved with guns and got in a world of trouble, and all I have to think about is how he switched places with some one to take the blame while I suffer all the consequences.

  

  Business response

  06/24/2024

  Hi *******, thank you for contacting Rover, and we are sorry to hear about your experience on our platform. The safety of sitters and owners who use our platform is a top priority for us, and we want to assure you that our 24/7 Trust & Safety team is best equipped to support you. Please reach out to this team at your earliest convenience so we can get additional information from you. We look forward to hearing from you.

   

  All the best,

  ************;

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I decided to board my four dogs with the Wilderness Kennel business from May 5-10th due to having to attend a training out of town. ******** and *************************** are the owner of this business.Before deciding to use the service, I went to the home to make sure it was safe and appropriate for my four little dogs. Both *** and *************** assured me they would go outside with my pets during toileting times. They also assured me they would never leave them unattended, and they would secure my dogs in their kennel when they both could not be present with them. I emphasized multiple times how dangerous it is to leave them alone. When I dropped the dogs off on Sunday May 5, 2024, around 3 p.m., I saw their big dog outside in their back yard, and one smaller dog inside the residence. Both *** and *************** agreed, once again, to never leave with my dogs unattended outside or inside the residence, and to secure them in their kennel if they could not monitor them. ***************************** said two small dogs, in addition to my four small dogs, would be boarding. I received a call on Wednesday May 8, 2024@ 8:30 p.m. that **** was attacked by a big dog in their backyard and had passed away. **************** stated he put the dogs out to potty, and he left to come back inside the residence to go to the bathroom. I was not aware that there were 8 other large dogs at the residence besides mine until Animal Control told me on Thursday May 9th. ******** and *************************** were aware of how dangerous it is to leave small dogs with 30, 50, and 100 pound dogs, but they did not care. As a result of their negligence and cruelty, my 3 LB ****** is dead. I hope *** and *************** are penalized for their negligence and cruel treatment toward Calm, and my other pets. I am so terribly lonely without Calm.

  

  Business response

  06/11/2024

  We are not a business. All services conducted were under the basis of us being friends. 

  Customer response

  06/13/2024

  I am not friends with the owners of Wilderness Kennel.  I found ***************************** on Rover.com, and that is how my dogs ended up boarding at her home.  They were to operate a professional doggy daycare business.  They failed to operate a safe doggy daycare due to mixing large breeds with small breeds and providing poor supervision for the dogs.  I, emphasize, I and my husband are not friends with Mr. and *****************.  

  

  Business response

  06/23/2024

  Hi ******,
  
  We understand your concern and are sorry to hear about your experience. We want to make sure we assist you as effectively as possible. Please get in touch with your assigned agent as they are most familiar with your case and best equipped to help. They'll be able to provide personalized assistance and address any questions or issues you may have.Thank you for reaching out, and we appreciate your patience as we work to resolve this matter.
  
  All the best,
  
  ****************
  

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 25, 2024 l dropped off my dog to an overnight stay with a dog sitter. He was fine dropping him off but in the late afternoon the sitter made me aware that my Bichon Frise dog. May have jumped off a couch and he g Has a hop. With no previous injuries l went to my regular vet and because she recommended an xray but it could take up to 5hours l decided to go to a urgent care facility for xray. Then go to an orthopedic doctor to review the report. He tore his ligament in his knee and 3 month recovery with medication. He can get regular shots due. He cannot be cared for without the shots and still he is hopping but the inconvenience and all the doctor visits because of that overnight care. Where we are not sure what happened put us in difficult situation all around.

  

  Business response

  06/17/2024

  Hi *******,
  
  We understand the distress this has caused you and ******. Ensuring your pet's safety and well-being is our utmost priority, and we take incidents like this very seriously.
  
  To assist you promptly and address this matter further, please contact your assigned agent directly at ************** or reach out to them via email.
  
  We appreciate your feedback and look forward to speaking with you soon.
  
  All the best,

  **************
  

  
  

  Customer response

  06/17/2024

   
  Complaint: 21855946
  
  I am rejecting this response because:  Rover is not helping me with the problem I notified them with.
  
  Sincerely,
  
  *********************************

  

  Business response

  06/25/2024

  Hi *******,
  
  Thank you for your feedback, and we're sorry to hear about the frustrating experience you've had. 
  
  After reviewing your vet's notes, their assessment included bilateral medial luxating patellas, suspected soft tissue injury, and suspected partial RH CCL tear. These conditions are direct exclusions of the Rover Guarantee and we are unable to offer coverage for these costs. 
  
  We emailed you instructions on how to appeal this decision on June 13th. If you have any questions about the appeal process, you may contact our 24/7 Trust & Safety Team at ************.  
  
  I understand that this is not the outcome you had hoped for, however I want to assure you it is never our intent to make this stressful time more difficult for you.
  
  All the best, 
  *******

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a credit on account due to refund and told was unable to use it. Asked to speak with a manager and was ignored repeatedly. After multiple emails and 2 phone calls the manager called me back and said that they regularly ignore customer requests for callbacks if they desire to. Ive never had such terrible customer service. Will be informing bright horizons and my employer that they should not do business with this company.

  

  Business response

  06/19/2024

  Hi ******,
  
  Thank you for sharing your feedback. We're genuinely sorry to hear about your experience and any inconvenience this situation has caused. The service you described falls short of our standards, and we take your concerns very seriously.
  
  While we are unable to refund the Bright Horizons credit, we would like to offer you a $250 Rover credit due to the experience you had with our Rover Support Team. You can expect the credit to be available on your account within 2-5 business days. We hope this can help make up for the inconvenience you faced.
  
  If you have any further questions or need assistance, please feel free to contact us at **************.
  
  Best regards,
  ****************
  
  
  

  Customer response

  06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 12 I received 2 emails from Rover canceling my future services with a dogsolitter. It seems they had been delisted. I was told in both emails that I would be refunded for those 2 charges that I had prepaid. On June 13 I checked my credit card account and instead of refunds, there were 2 charges for the same 2 amounts that were to be refunded. I immediately contacted their customer service to rectify the issue. This phone call was anything but helpful. The agent repeatedly told me that they refunded me and that she could send me the "invoice". I more than once told her that the credit card company has confirmed I was charged not refunded and that I can send/email proof of the charges. She said "sorry there is nothing I can do". I asked to speak to someone else... to which she responded that there was no one else at Rover. This call escalated. I was furious. She would not accept me sending in proof. They now.owe me for my initial 2 cancelled stay plus an addition 2 for duplicate charges to my credit card that I did not authorize. Fraudulent charges. Beware.

  

  Business response

  06/14/2024

  Hello *****,
  
  Our team received your feedback and were sorry about any difficulties. Feedback from users like you is an important part of maintaining a quality experience and we appreciate you taking the time to share this insight. 
  
  I understand you've spoken to our support team and that we've reviewed our system to confirm of the refund. While I understand your frustration, once a refund leaves Rover's payment processing, it could be in limbo for a few days before your financial institution processes the refund. We suggest giving the refund 5-10 days to arrive, however if that that point it hasn't please reach out.
  
  Should you've any questions, please feel free to give our Rover Support team a call at ************ and wed be happy to help.
  
  Best,

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a dog sitter via Rover for May 25th until May 27th as I had plans to be out of town. She only kept my dog for 15 minutes before she called me to pick him up because he allegedly marked inside her home. Rover only refunded me $93.24 out of the $139.86 I paid for. I want a full refund instead of paying $46 for *********************************************************************************************** much more than my original plans had she kept my dog. Rover wants me to contact the sitter for a refund but I had already asked for a full refund from her when I was picking my dog up but she refused to do so, and Rover is not helping in any way for me to get a full refund.

  

  Business response

  06/07/2024

  Hello *****, 
  
  Our team received your feedback and were sorry about any difficulties. Feedback from users like you is an important part of maintaining a quality experience and we appreciate you taking the time to share this insight. 
  
  After reviewing the case, it appears that you'd canceled the stay due to the alledged marking in the home. As you'd initiated the cancellation, the sitter's cancellation fee applies. If the sitter has initiated the cancellation, no fee is applied. Should you wish to reach out to your sitter to request the refund, please do so! If you've not heard back within 48 hours please follow up with the email sent yesterday entitled "Regarding Your Recent Rover.com Booking" so that we can provide further assistance.
  
  Next time youre looking for assistance, feel free to give our Rover Support team a call at ************ and wed be happy to help.
  
  Best,

  Customer response

  06/07/2024

   
  Complaint: 21812107
  
  I am rejecting this response because:
  
  The sitter told me to cancel the booking and I had informed you guys as soon as she asked me to do that, saying she asked me to cancel it, therefore her cancellation fee should not apply as she is clearly trying to take advantage of this situation so you should refund me as this is a sitter on your platform  

  Sincerely,
  
  **************

  

  Business response

  06/14/2024

  Hi *****,

  Thank you for your message, and I apologize for the experience that you've had regarding ***'s recent Rover booking. As a pet owner myself, I can understand how difficult leaving your pet with someone can be, especially when there is an incident or concern during that stay. For that reason, I wanted to let you know I've gone ahead and refunded your stay in full as a gesture from Rover for your experience. You should see these funds in 3-5 business days. I know money can't undo the stress of the situation, but I wanted to do what was within my scope to help make things right. We have also provided an additional $20 to your Rover wallet to use on a future booking for ***. Please don't hesitate to contact us if you have any additional questions.

  All the best, 

  *******

  Customer response

  06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a sitter for six days and agreed to the sitter's rate of $40 a day. The sitter was new and it seems that they messed up the booking since they made adjustments to the booking on the day the booking started. I was overcharged an extra $20 a day, for a total of $120. The charge went through on May 25, 2024. I messaged with my sitter, at first, they said that they could Venmo me the overcharged amount back but then said I had to take it up with Rover. I chatted with Rover through their online platform on June 1, 2024 and was told they would get back to me, they didn't. I called Rover and was told the sitter would have to process the refund on their end. The sitter said they emailed Rover and Rover told them they couldn't process a refund. I asked if the sitter could send me the money back via Venmo like they first suggested, now they are saying that would be unfair to them since Rover took fees out of the overcharged amount. I don't know what to do, I am tired of getting the runaround from Rover. Their sitter made a mistake and now I am out $120, the sitter doesn't know enough about about the platform to assist me, and Rover is refusing to assit me as well.

  

  Business response

  06/04/2024

  Hi ********,
  
  Our team received your feedback and were sorry about any difficulties. Feedback from users like you is an important part of maintaining a quality experience and we appreciate you taking the time to share this insight. 
  
  Thank you for reaching back out about this. We know this situation has been stressful, and apologize that this has been your experience. However, as all sitters are independent business owners, all transactions are between yourself and the care provider. As such, we are not able to revoke funds once they've been issued.
  
  Next time youre looking for assistance, feel free to give our Rover Support team a call at ************ and wed be happy to help.
  
  Best,

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We booked a 30 minute check-ins for our cats for 2 weeks while we were travelling out of the country. Someone accepted the booking and I paid Rover and sent care instructions. Our travel was extensive and took over 30 hours, when we got to our destination we went to sleep for the night and woke up to an email saying the stay had been canceled, two days after it was supposed to have already started. I contacted rover support for to rebook. In the mean time my cats had not been checked on or fed in those two days. I'm disgusted by the disregard for my pets' health and safety, both from the original sitter and rover. After the sitter canceled Rover should have automatically started setting up alternatives, not had multiple different people messaging me asking for the same information, further delaying my cats' care. I am grateful I was not backpacking or somewhere with no service because it appears if I did not respond to them they would have let my cats starve for the full 2 weeks and I would have come home to dead pets. Afterwards Rover trust and safety asked for information about the incident, I outlined what happened. I believe the original sitter should not be allowed to care for anyone's pets ever again, rover said they were unable to tell me the outcome of their 'investigation', but I could leave a review to warn other pet parents. I attempted to leave a review but was told by a new person that since the stay was cancelled and no care was provided, I couldn't. I said I should be allowed to review someone who put my pets in danger, then received the same template email saying, 'sorry about the bad experience... you can leave a review'. I replied again asking where I could go to leave this review they keep mentioning, and received no response. I have over 20 emails back and forth between myself and different rover support persons as well as chats between myself and the original sitter as proof of their incompetence.

  

  Business response

  06/04/2024

  Hello ****,
  
  Our team received your feedback and were sorry about any difficulties. Feedback from users like you is an important part of maintaining a quality experience and we appreciate you taking the time to share this insight.
  
  I understand once notified of this incident, our safety team was able to reach out to secure a new sitter for you to replace the previous one. Should your pets need any veterinary care due to this experience, please respond to your previous email with our Trust & Safety agent for any further review.
  
   Next time youre looking for assistance, feel free to give our Rover Support team a call at ************ and wed be happy to help.

  Customer response

  06/10/2024

   
  Complaint: 21794397
  
  I am rejecting this response because: I only had new care provided for my pets by repeatedly requesting it, further delaying my cats' care. I frequently go on backpacking trips or trips where I am without service for 1-2 weeks. If my sitter had cancelled after I had left for a two week trip with no access to internet or cell service would you have let my cats starve? Would I have come home to two dead cats? There needs to be policy in place to prevent that from happening and ensure people's pets are safe and cared for if they have booked a service through rover and trusted the "safety measures" of your business.

  
  Sincerely,
  
  ******************************

  

  Business response

  06/14/2024

  Hi ***************,
  
  We appreciate you following up and the chance to provide some insight and clarity regarding your case. Firstly, were sorry for the confusion, you should be able to leave a review now as there was a technical hiccup on the back end weve corrected.
  
  With regards to your other concernsI want to assure you that safety is our first and foremost priority and our Trust and Safety team is here 24/7 to support users during any and all safety incidents. This includes assistance in finding alternate care in the case of an emergency. Once care is found and your pets are determined as safe, we then conduct a holistic safety review to assess necessary and appropriate action to ensure safety on the platform. Were very sorry for any frustration you felt during this process, but want you to know that your cats being left alone is something we take very seriously.
  
  While our team fully investigates each case, due to Rover's privacy policy, we are unable to share the details of another user's account. That said, the typical steps that we take in our commitment to uphold safety include, but are not limited to: sitter responsibility, review of the situation and actions taken, review of all past stays or any prior incidents (if any), professionalism, and current safety plans. Ultimately, possible outcomes may include coaching, requiring profile updates that limit their services offered, requiring an updated safety plan with account moderation by **********************, and/or fully deactivating their account and profile .
  
  If you have further concerns or feedback you wish to share regarding your experience overall with Rover Support, please dont hesitate to respond to our previous email communications or call our team at ************.
  
  Kind Regards,
  ********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had secured a Rover booking for my 15-year-old Sheltie - ***. April 15th - 19th On April 20th, I picked *** up he told me that *** had had a seizure and hurt her back leg, odd as she had never had seizures properly I took her home and monitored her, she did not exhibit the signs of having had a seizure her leg was very sore, as she would not let me touch it. My neighbor a vet, checked her leg and said appeared to be a trauma and had nothing to do with a seizure. On April 26th I was checking her leg and felt big lumps on her side and her neck (she is a very fluffy sheltie so hard to see without checking), had massive lumps and dried blood around them. I took them to the vet in ********, locum vet ***** was amazing and said they looked like puncture wounds, around 7-10 days old, were infected, and had to be drained. *** spent four hours having the side wound drained. I phoned ***** and ******** to ask what happened, they claimed nothing happened. I will add that *** is old, moves very slowly, never goes very far, she is close to me at all times, due to her age. begged them to tell me what happened to ***, but they denied On Monday, April 29th, I took *** back to the vet for a follow-up. I was not happy with how we were rushed and said that maybe she had an underlying condition called *********. The test was inconclusive. I had all Mias records transferred over to Skyline Vet. We ended up seeing ************************************* She looked at Mias chart and said there was no underlying disease of *********. I received a letter back from Rover on May 3rd denying my claim of an underlying disorder and lack of information. I told them I would like to appeal this, as they never checked the test results of the suspected cushings. I was told to get the treating vet to write an appeal. Dr ****** sent an apparel letter (attached), and they replied to me saying it was denied because she was not the original vet.

  

  Business response

  05/31/2024

  Hi ****,

  Thank you for your feedback regarding your recent experience with Rover Support. I'm sorry to hear that you've had a difficult time navigating this scenario, but I'd be more than happy to give you some additional clarification. 

  Per our appeal instructions, an appeal to our claims decision must come from the vet who originally saw your pet. We are unable to go around this policy. If you can take your pet to the original vet and send us their follow-up notes, we'd be more than happy to have our claims team look at the appeal. 

  If you have any further questions, please don't hesitate to contact our Trust & Safety Team at ************. 

  All the best, *******

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rover Charged me $25 for a background check in November 2023. My account is still, "under review." I've spoken to customer service. I've resubmitted documents. They have no response other than to contact the third-party background check company. Its now May 2024. Still no resolution.

  

  Business response

  05/26/2024

  Hi *****,
  
  Our team received your feedback and were sorry about any difficulties. Feedback from users like you is an important part of maintaining a quality experience and we appreciate you taking the time to share this insight.
  
  Your concerns have been escalated to our Account Safety team, they will be able to look into the status further and will follow up with you via email. Weve also taken a look at your account and can confirm that were just awaiting the results of your background check. Background checks generally take about 1-10 days to process but for unique cases, it can take up to an additional 14 days.
  
  Occasionally, our background check partner, ********, may need additional information from you to complete the background check. If they do, theyll reach out to you directly. Since its been more than 14 days since you completed your profile, feel free to check on the status of your background check with Sterling
  
  Sterling contact info for Canadian sitters:
  Email: *********************************
  Phone: ************
  
  Best, 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩