Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked service with Rover for my dogs and when I accepted and paid for the service, the money was taken from my account, but the ********************** site was still saying that I needed to click accept and pay, then when speaking to customer service the only advice they had was that I should do it again and willingly be double charged for service. This is of course after both me and the sitter I was trying to book got in contact with a live person after getting nowhere with their virtual agent which doesn't even come close to having the capability to deal with this sort of problem. There was no option to speak to a live agent through the chat, but chat is the only means of communication offered on the site unless it is an emergency with one of the pets.

  

  Business Response

  Date: 04/24/2025

  Hello ******, thank you for taking the time to reach out. We understand your frustration and want to support you the best way we can. I would love to give you some insight into our booking process to better help you understand how these charges work. Similar to reserving a flight, Rover will place a hold on your bank account and release these funds to the sitter once the service is complete. Our records indicate that members of our Support Team attempted to explain this to you via chat, phone, and email. We confirmed that you were not charged for your booking as the reservation was not accepted or paid for. Since the transaction was never completed, the authorization has been released, and no funds were captured. If you need further assistance or clarification, please feel free to contact our support team at ************.

  All the best, 

  Lexie

• Initial Complaint

  Date:04/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been consistently disappointed with the services provided by the Rover company and have been trying to delete my account that contains personal and financial information. I have made every attempt to delete all of my pertinent information and their app will not allow me to delete the data and the account. I have attempted to talk with their customer support team and they too are refusing to delete my personal information and account from their system.

  

  Business Response

  Date: 04/11/2025

  Hi *****,
  
  Thank you so much for reaching out with your review. Were sorry for what sounds like a stressful situation. Our Rover Support team is going to be best suited to help you with this request. They can be reached 24/7 at **************.
  
  All the best,
  
  ********* *.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here is a PDF Document Link below:************************************************************************************

  

  Business Response

  Date: 03/28/2025

  Hello ******,
  
  
  Thank you for reaching out with your review. We understand this situation is difficult, and we appreciate your feedback.
  As stated in our previous communications, we have made the decision to permanently deactivate your Rover account after a thorough review by our support team and leadership. This decision was not made lightly, and it aligns with our commitment to maintaining the safety and integrity of the Rover community after previously discussed safety concerns and violations of our Terms of Service. Please know that this decision is final and not subject to appeal.
  
  
  We understand this may not be the outcome you hoped for, but we believe it is in the best interest of the Rover community.
  If you have further questions, please reach out to Rover Support in any previously established email thread, or at **************.
  
  
  Sincerely,
  ********* *.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23127275
  
  I am rejecting this response because:

  Yes, ********* B, it is a very difficult situation and extremely undeserving. First let me say, I dont know who you are and you mention in your response here as stated in our previous conversation. What conversation? The only person that spoke to me when I called to inquire about my deactivation is **** who is stationed in the ***********. Nobody had the courtesy of sending me a letter or calling me regarding any safety violations that you just threw at me. This is underhanded and obviously all made up by someone in or outside your team. Secondly, you still have not answered the question I asked you on the BBB platform. My question again is WHY WAS MY ACCOUNT SUSPENDED. IN PLAIN ENGLISH, WHAT DID I DO TO DESERVE THIS? This is reverse discrimination and it was poorly handled. I do not accept your vague and confusing response! Also, WHY AM I NOT ELIGIBLE FOR AN APPEAL? After 13 years of service and having ***** star reviews, I have no right to an explanation or been given an opportunity to discuss what I am being accused of and who is accusing me? From what I see, these are false accusations being drawn against me. This is the way you treat your sitters after 13 years! I have been treated worse than a criminal! It seems you are not looking for justice. I will accept this! 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/01/2025

  Hi ******, we understand your frustration and want to support you the best way we can. According to our records, a member of our Leadership team emailed you at ****************************** on February 18, 2025, explaining that impersonating another user OR staff is a violation of our terms of service, therefore you were subsequently removed from star sitter eligibility regardless of your stats moving forward. In this email, we also informed you that future infractions of pressure on clients to tip and review with messaging implied to be from Rover would result in final and permanent deactivation.
  
  Our Leadership then sent 2 subsequent emails on March 18 and March 20 of this year reiterating that you were suspended for impersonating Rover staff to get reviews, and deactivation for impersonating Rover is not appealable. Please know that our Support team remains available to you at ************ if you would like further clarification regarding our deactivation policies. 
  
  All the best, 
  Lexie
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23127275
  
  I am rejecting this response because:

  Greetings Lexie,
  
  Thank you for your response. Although I am unfamiliar with both you and ********* *., it is evident that neither of you possesses accurate or reliable information. Regarding the accusation of "impersonation," I must clarify that it is entirely unfounded. The letter in question is an official communication from Rover, and I was explicitly authorized by ***** H to use it freely to alleviate the workload on Rover's part. Allow me to address the allegation of "impersonation." I am uncertain about your tenure with Rover, whether you are a U.S.-based manager or recently employed in the ***********. It appears you are referring to a letter from Rover that I occasionally use to remind customers who delay in providing reviews. I place significant importance on reviews, yet I never pressure anyone into writing one or offering tips. 
  
  I have been affiliated with Rover for 13 years. Approximately 6 or 7 years ago, if I did not receive a review from a customer, I would contact ********************** to inquire whether they had sent review requests following the completion of boarding. They would confirm and agree to resend the request on my behalf. On one occasion, I interacted with a helpful representative named ***** *. She not only resent the letter as I requested but also granted me permission to copy and paste her letter to remind customers who forget to write a review, thereby eliminating the need for me to repeatedly contact Rover for assistance.
  
  In recent months, I included what Rover has implemented regarding tips. This was an idea I had proposed to Rover's supervisors and customer service representatives in the past, as sitters incur fees and rarely receive tips. I also suggested incorporating a section for grooming services, which I intended to offer through Rover. Although it took several years for Rover to implement this, the service was promptly removed a year later, leaving me without the so-called insurance coverage. Consequently, I had to conduct grooming services privately, as advised by Rover, which no longer profited Rover financially from my grooming services.
  
  Also, In correspondence from Rover (signed by *****) there is specific reference to three emails dated Feb. 18, 2025, March 18, 2025 and March 20, 2025, supposedly addressing this issue specifically. I received NONE of the aforementioned emails! This was the first thing I checked, was my email after the shock of not being able to log into my account on ********************** and reading in small print at the bottom of the log in page that my account was suspended. 
  
  If you claim that letters were sent, why was this not mentioned when I requested a reason for my account suspension the first time I contacted customer service? If these letters were sent, I would like copies forwarded to me immediately. I am hard pressed to believe that all three never got to me.
  
  On March 19th, which I cannot forget, as it was suppose to be a very special day for me. It was my birthday. I called Rover and asked why I was not awarded star sitter status, given my tenure, repeat clients and so many boardings throughout the past 4 months. I had also asked about why my 200+ five-star reviews and an overall rating of 5.0 in my 13 years had recently changed a few months back to 4.9. I also acquired a few days before a number review, not a written review and when I asked her what that number was, she told me that she needed to protect the customers privacy. No review was ever hidden from me before! None of these questions were able to be answered by ******, except for a list she looked up of must haves, in order to be a star sitter. She could not tell me or explain how that applied to my situation at hand. I requested a supervisor but none was available. It is not a coincidence that after speaking to her and complaining that my questions were not answered, the next day to my surprise my account was suspended. I then called customer service and spoke to a very nice customer support named **** whom I had spoken to in the past and he could not tell me why I was suspended but was told a supervisor would call me back on March 23rd, which never happened.
  
  Sincerely,
  ****** ******
  
  Here is the form I had gotten permission to use with customers who forget to write a review. See below:
  
  Hi 
  
  We would like to know how your dogs stay was with the ****** family. Our Rover Host ******, has shared these instructions with our staff for her customers to use. 
  Also, if you were more than satisfied with ******* services and want to show your appreciation, a tip would be greatly appreciated. You can do so by Selecting Past Stays from the booking details, click Leave a review and tip. Select a star rating and write a few words in your review. 
  You can write and submit reviews right from your Rover inbox. Here is a more detailed and simple way to do that on a computer: 
  
  1. Go to www.rover.com and sign in to your Rover account.
  2. Navigate to your inbox by selecting the envelope icon in the upper right corner of your screen.
  3. Select Past Stays.
  4. Select Write a Review next to the stay youd like to review.
  5. Write your review and rate your sitter on a scale of one to five stars.
  6. Select Submit Rating and youre all set!
  
  If you have any more questions or concerns, dont hesitate to let us know. For the future here is ******* website:
  
  All the best,
  ***** *. (?Rover.com? Support)
  
  
  

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:Rover has suspended my account based on **assumptions** rather than concrete evidence that I violated their policies. They claim that I conducted business outside of their platform, yet they have failed to provide proof that I accepted payment or completed services off-platform. Instead, they are using a **standard conversation about a meet-and-greet** as justification for the suspension. Additionally, Rover does not allow sitters to send videos through their messaging system, which forces sitters to share phone numbers with clients who request video updates. Instead of addressing this limitation in their platform, they are **penalizing sitters** for finding alternative ways to meet client expectations. ### **Attempts to Resolve:** I have repeatedly requested that Rover provide clear evidence of my alleged violation, but they have only responded with vague references to their Terms of Service and an assumption-based review of my messages. I have also pointed out flaws in their platform that create unnecessary communication barriers, but they have dismissed these concerns without offering solutions. ### **Desired Resolution:** 1. **Reinstatement of my account** due to the lack of concrete evidence of wrongdoing. 2. **A commitment from Rover to clarify their policies** regarding prior clients and communication methods. 3. **Improvements to their platform** to allow video messaging so that sitters do not have to rely on personal phone numbers for necessary client communication. Rover's handling of this matter is both unfair and unprofessional, and I am seeking assistance in holding them accountable for their questionable enforcement of policies.

  

  Business Response

  Date: 03/27/2025

  Hello Dru,
  Thank you for reaching out.
  Our Support Team has confirmedbased on your messages with ***** *.that a booking occurred off of Rover, after the initial contact was made through the Rover platform. As outlined in our Terms of Service, diverting users off-platform is a violation of our policies.
  At this time, your profile will remain deactivated. However, our most recent email from Support includes an option to appeal the decision. If you'd like to move forward with that, please respond directly to that email and indicate your agreement to abide by our policies and Terms of Service.
  Should you have any additional questions, feel free to contact Rover Support directly at ************.
  We also want to thank you for your suggestions on how we can improve messaging on our platform. Your feedback will be shared with the appropriate team.
  All the best, 
  ********* *.

  Customer Answer

  Date: 03/27/2025

  Dear BBB,  

  
  

  I appreciate Rovers response, but it does not address the core issues I raised in my original complaint. Their decision to deactivate my account is based on **assumptions rather than concrete proof**. Heres why their justification is flawed:  

  
  

  1. **Lack of Proof of an Off-Platform Transaction**  

     Rover claims I conducted a booking outside their platform, yet they **fail to provide any evidence of an actual payment or service arrangement occurring outside of Rover**. Their only basis is a conversation, but words alone do not equate to a transaction. If they are making this claim, they need to provide clear proofnot just assumptions.  

  
  

  2. **Client Relationship Prior to Rover**  

     The client in question, ******* *., was already a client of mine before I ever joined Rover**. Their Terms of Service do not explicitly state that I must force my previous clients to book through Rover, nor do they prohibit a prior client from reaching out to me after I joined. I did not divert a Rover clientI simply maintained a prior professional relationship.  

  
  

  3. **Rovers Own Platform Limitations**  

     Rover does not allow sitters to send **video updates** to pet owners, which is a **major communication flaw** in their system. Because of this, I have **always** given my number to clients to provide better service. This is a **direct result of Rovers lack of functionality, not an attempt to bypass their platform**. Their failure to acknowledge this issue demonstrates a disregard for sitters and the quality of service we provide.  

  
  

  4. **Unfair Business Practices**  

     Rover has disabled my account without due process, impacting my ability to earn income. Their **vague enforcement of policies without transparency or a formal appeals process** raises concerns about their business practices and the rights of independent contractors who rely on their platform. I am now considering escalating this complaint to the **************************** and ************************** (***)** for further review.  

  
  

  ### **Requested Resolution:**  

  I request that **Rover reinstate my account** OR provide clear, documented proof of an off-platform transactionnot just speculative claims. If they cannot do so, their decision to deactivate my account should be reconsidered, as it is **unjust and based on weak evidence**.  

  
  

  Thank you for your time, and I appreciate the BBBs role in ensuring fair business practices.  

  
  

  Best,  

  Dru D

  

  Business Response

  Date: 04/04/2025

  Hello ***, thank you for reaching out and bringing this matter to our attention. We sincerely apologize for your experience, and we understand your frustration. According to our records, you were informed that diverting was against our Terms of Service on January 19, 2023. You were notified again on March 19, 2025. In that email, we explained to you that its a violation to use Rover to advertise or arrange for services with a pet owner and then complete the transaction outside the platform. Direct payment for bookings is not permitted. While we deactivated your account as a consequence, you were given the opportunity to appeal this decision by responding to that email and re-agreeing to our policies and our Terms of Service. We also provided you with a screenshot of your Rover messages with ***** W, proving that you had not met them before the booking. 
  
  Since you did not re-agree to our terms of service and you continued to divert your stays off-platform, we moved forward with deactivating your account. You may still respond to our email and re-agree to our Terms of Service if you would like to appeal this decision. If you need further assistance or clarification, please feel free to contact our support team at ************.
  
  All the best, 
  Lexie

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23122730
  
  I am rejecting this response because:
  Hi *****,
  Thank you for your response. However, I still have to point out that there has yet to be any actual proof provided, just suspicions and assumptions. While I understand that you've referenced some of your records and messages, I believe these alone do not conclusively demonstrate any violation of the Terms of Service on my part. The screenshot provided doesn't clarify any direct proof of wrongdoing. Until actual, concrete evidence is presented, it seems premature to make these assumptions and deactivate my account.
  Id appreciate it if you could further clarify or provide more specific details surrounding this issue. Im happy to work together toward a resolution, but I need more than just assumptions to move forward.
  Best regards,
  Dru 

  

  Business Response

  Date: 04/17/2025

  Hi Dru,

  Attached are images from your conversation with ***** showing that care was provided without a booking being confirmed on the platform.  Your message saying "Hey *****! It was nice to meet you and **! Hopefully, I'll get to meet *** next time", followed by sending your phone number is how we came to the determination that our Terms of Service were violated and care for ******* pet was booked off of Rover. As we've stated before, your account will remain deactivated, however you do have the opportunity to appeal the decision by indicating your agreement to abide by our policies and Terms of Service with Rover Support.All the best,
  JC

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a booking with Rover from Jan 30 to Feb 11 for a dog sitter as I was going to be out of town. We are supposed to be protected by the Rover Guarantee if any issues arise during our booking, but their guarantee did little to help when an actual issue occurred. When I returned from my trip, my dog had only been given 3 days worth of food, so he was malnourished, and had 7 missed medication doses (he was taking a thyroid medication and an allergy medication daily). I filed a claim with Rover requesting a refund and for medical expenses to be covered. While they did refund my booking cost, the amount of medical expenses that were not covered was appalling. In the month directly following the incident, my dog incurred a total of $2827.96 in medical expenses. And of that total, I was only paid back $130, after paying Rovers initial deductible of the first $250 of medical expenses.The question I ask myself is would I have incurred any of these medical expenses if the Rover sitter booked had properly cared for my dog. And the answer is no. And my vet seems to agree. Further diagnostics and internal medicine would not have been recommended by my doctor had we not been facing both the elevated liver enzymes and the persistent diarrhea. The senior panel blood work would not have been done had we not had to check on the health of my dog following the incident. He wasnt due for new blood work for 4 months. He had just done this panel recently. We would not have been dealing with my dogs allergy outbreak had he actually been given his allergy medication. We would not be dealing with diarrhea had my dogs daily diet not been altered multiple times due to the Rover not properly feeding him. So all of this stems back to the original issue, that my hired Rover did not complete the job as assigned. And it has left me facing an additional $2447.96 in medical costs that Rover has refused to cover that I would not otherwise have had to face. Details attached

  

  Business Response

  Date: 03/15/2025

  Hello ******, 
  
  
  Thank you so much for taking the time to reach out with your review. Our Trust & Safety team remains best equipped to guide you through this process, including claim outcome and potential for appeal. We recommend reaching out to your assigned agent or our Trust & Safety line at **************. You can also respond directly to any of your previously established email threads.
  
  All the best,
  ********* *. 

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23068372
  
  I am rejecting this response because:

  Your trust and safety team is the one denying my claims even against the word of my veterinarian.  I have appealed and even sent communications and a letter from my veterinarian which were all denied.  Your trust and safety team is doing everything that is denying needed care to my dog.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 03/21/2025

  Hello ******, thank you for taking the time to reach out. We understand your frustration and want to support you the best way we can. In the outcome and appeal letter our team sent to you on March 11, 2025, we explained that these costs are ineligible for reimbursement under the Rover Guarantee due to the issues not being linked to the original concern of medications being missed. We understand that this is not the outcome you were hoping for, and should you have any
  additional questions or desire more information, please call us at ************** or reach out at ******************************** should you wish to allow us to explain our assessment further.
  
  All the best, 
  Lexie

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23068372
  
  I am rejecting this response because:

  Again, these positions you are taking are against both my and my veterinarians positions and they even wrote you a letter stating as much. You can say these events are unrelated all you want but I have my pet's medical professional's position stating otherwise. I have provided emails and letters from them stating as much and have received no explanation as to why your position is against that of the medical caregiver of my pet. Going against my word is one thing but going against the word of his own veterinarian warrants further discussion. I am not pulling medical opinions out of thin air here. His veterinarian made those connections, not me. 

  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had used the platform for dog walking and dog sitting services. The issue started when a ****** who was fired refused to return the keys to the apartment in a timely manner. Services were terminated 2/3 and keys were requested to be returned that week. After not receiving the keys I reached out via Rover Support on 2/18 filing a complaint that this ****** hadnt returned the keys and that this would result in a fine from the landlord for not returning all keys to the unit upon moving out. I expressed all of this info the Rover Support team and after over 9 emails still no keys. Its now 2/25 and Ive reached out 10 times to get the keys returned. Rover Support just sends emails and hopes you either go away and stop complaining or you forget entirely. They do not hold these workers responsible whatsoever. This is a safety violation to allow workers to keep access to the property well after services were terminated.

  

  Business Response

  Date: 03/04/2025

  Hello *******, thank you for taking the time to reach out. We understand how frustrating this situation must feel and want to support you the best way we can. According to our records, the sitter communicated to you via Rover Messages on February 25, 2025, that they had lost your keys. Since Rover Sitters are considered independent contractors, the responsibility falls on the sitter to help you resolve this issue. We encourage you to continue to work with them directly. Please know that our Support team remains available to you 24/7 at ************ should you require further assistance. 
  
  All the best, 
  Lexie

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 8, 2024 I booked a visit with a pet sitter for my dog. The dog stayed with no event. Upon picking up the dog the sitter requested a review and a $20 tip. As requested a left a review and whatever tip was possible at the time. On February 8, 2025 I got a message from someone at Rover with a different name whom I was to assume it was the same sitter demanding the $20 tip. She sent me 25 messages demanding payment over the course of a few days. I tried to resolve the issue with her but I wasnt able to through the app so she contacted Rover and added a booking to my file with Rover. When I refused to add the booking she contacted Rover and got my account cancelled. I contacted Rover by email in several occasions and showed them proof that Jayda was with another dog sitting company during that booking. Rover refused to listen or acknowledge my concerns and have dismissed my issues. Even after showing proof. I dont owe any money to anyone yet my account id cancelled. After attempting resolution nothing was investigated and my email responses from Rover dismiss my concerns. I want my account reinstated and that former dog sitter blocked from my account. I want an apology for being mistreated by this company.

  

  Business Response

  Date: 02/19/2025

  Hi *******,
  
  We're sorry to hear about your experience. We appreciate you reaching out and giving us the opportunity to look into this.
  
  After reviewing your case and discussing it with our support team, we've gone ahead and reactivated your account and made a note that there is no outstanding balance for the stay with **********.
  
  As a gesture of appreciation for your patience, we've added $30 to your account for your next stay! If there is anything we can help clarify for you, dont hesitate to reach out. Rover Support is available 24/7 at ************.
  
  All the best,
  ****** B

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Pet Sitter for Housesitting on Rover.com five days before the appointment (due to a out of state funeral that could not have been planned for earlier). She was communicative and friendly and we schedule a Meet and Greet for the evening before we were to leave and she would come to House and Dog Sit. I booked her before the Meet and Greet because it was categorized as a last minute booking and she was the only person available. She cancelled the Meet and Greet three hours before our agreed upon time and stopped all communication from there. I reached out several times and kindly tried to find a way to make it work, however it seems she meant to do this the entire time. I reached out to Rover **************** quickly and they only refunded me half the amount as they said I cancelled the stay (actually the customer service worker cancelled it) and that I could ask the Sitter to refund the rest. However, once it is cancelled, there is no way to continue communicating with the Sitter. So, hours before leaving for a family funeral, I had to scramble to find a House and Dog sitter, had to still pay half the booking amount, and Rover did not offer to help me find another Sitter or do anything further. I cannot leave a review on the Pet Sitter because Rover does not allow you to leave reviews unless it is a completed service. I believe there should be a way to warn other Pet Owners about people that have run this scam on others and I believe Rover should 100% refund me and others who have had this happen.

  

  Business Response

  Date: 02/10/2025

  Hello ****, thank you for taking the time to reach out. We understand your frustration and want to support you the best way we can. I would love to give you some insight into the cancellation process in the hopes of providing more clarity. Sitters on Rover have the freedom to customize their business and that includes choosing their cancellation policy. Your sitters cancellation policy states that they will give a full refund to an owner if they cancel 3 days before a booking begins. Because you had to cancel within that 3 day period, you are only eligible to receive a partial refund. While we cannot override a sitters policy, you are more than welcome to ask the sitter directly for a full refund. If they agree, we would be happy to move forward with a full refund. If you need further assistance or clarification, please feel free to contact our support team at ************.
  All the best,
  Lexie
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22921873
  
  I am rejecting this response because: I was forced to cancel the appointment as the Pet Sitter no-showed and stopped communicating. If I did not, I would have had to pay them in full. I understand the purpose for that cancellation policy, but in this case I feel it is unfair as the Pet Sitter forced the cancellation by not being reliable or respectful and taking advantage of that policy.
  
  Sincerely,
  
  **** N

  

  Business Response

  Date: 02/18/2025

  Hi ****, 
  
  Thank you so much for reaching out with your review. We're sorry for any stress this situation has caused. As a gesture from Rover for your experience, we've gone ahead and refunded you the remaining balance of the cancellation fee. You should see these funds in 3-5 business days depending on your financial institution. If you have any further questions or concerns, give our Rover Support team a call at **************. 
  
  All the best, 
  

  ********* *.

  Customer Answer

  Date: 02/18/2025

   
  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. Thank you very much for the refund, it is appreciated.
  
  Sincerely,
  
  **** N

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Rover.com for lack of transparency and accountability in handling pet safety concerns.I booked a dog boarding service from December 3 to December 17, 2024, through Rover for my dog with a heart murmur requiring daily medication. Before the stay, I provided explicit instructions stating that I needed to be contacted immediately if my dog stopped eating or showed signs of distress.On December 15, the sitter finally contacted me to inform me that my dog had not eaten for several days and had diarrhea. This delayed communication prevented me from seeking timely medical care.When I picked up my dog on December 16 before midnight, she was extremely weak, unable to stand, and in distress. Her fur was soiled, and it was clear she had been suffering. I rushed her to the ************************** in ***************, but she passed away the next morning, December ****** Rover Handled the Situation:1. I reported the incident, expecting a thorough investigation.2. Rover claimed they conducted a review but refused to disclose any findings or whether action was taken.3. The sitter remains active on the platform, accepting new bookings.4. Rover provided no transparency regarding sitter accountability and pet safety.Why This Matters:1. Rover claims pet safety is a priority but does not disclose how they handle serious complaints.2. Pet owners cannot verify if a sitter with complaints is still active.3. Rovers lack of transparency raises concerns about their commitment to pet safety.Requested Actions:1. Investigate Rovers policies on safety complaints and sitter accountability.2. Require transparency when serious pet safety concerns arise.3. Ensure sitters with complaints are properly reviewed and removed if necessary.I trusted Rover to provide a safe and reliable service, but their refusal to share findings raises serious concerns. I urge further investigation into their pet safety policies.

  

  Business Response

  Date: 01/31/2025

  Hello *****, thank you for reaching out and bringing this matter to our attention. As pet owners ourselves, we can only imagine the pain you have been through following your experience, and we hope you and your family are recovering well. Our Rover Support team has been working with you regarding this incident, however, the review process is confidential, so I cannot share what steps may be taken with regard to the care provider. I assure you that safety and user satisfaction are top priorities at Rover and we take feedback seriously. Please know that our Support team remains available to you at ************ if you would like further clarification regarding our policies. 
  All the best, 
  Lexie

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a sit with Rover on July ***** 2024 where the client decided to leave a review with falsified information and I have evidence of the falsified information including evidence in their own messaging system. They are refusing to remove the review claiming it doesn't violate terms of service. It has resulted in me losing over *****+ dollars so far and my business on their website has come to a complete standstill. They say i can take her to court but that they can't give me any of her information to do so which I believe falls under obstruction of justice.

  

  Business Response

  Date: 01/31/2025

  Hello *****,
  
  Thank you for taking the time to reach out. As previously communicated, we are unable to remove this review per our Terms of Service and review policy. To support transparency and trustworthiness in our review system, we will only remove or modify reviews for containing threats, obscenities, shared personal identifiable information, or violating our review policy in any other way. However, this review reflects the owners personal experience and account of what happened.
  
  We recognize how frustrating this situation may feel, but our decision is final. We wish you all the best in your pet-sitting endeavors, and are here to answer any other questions you may have at **************.
  
  
  All the best,
  ********* *.