ComplaintsforA Place For Rover Inc

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a pet sitter through Rover. The guy told me in home was the same charge as drop in visits. He was paid for staying overnight but I was okay with at least 2 visits per day.I had to initiate all contact and can only verify 4 visits. Now I can not get in touch with a real human being at Rover. I have requested a full refund and want to follow up in writing.This site needs to be shut down!

  

  Business response

  05/18/2024

  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.
  
  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. If you are seeking a refund you would first need to contact the sitter directly via the Rover messages to inform them of your request, and then allow 48 hours for them to reply.
  
  Should you've any questions or need any help, please feel free to give our Rover Support team a call at ************ and wed be happy to help.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************************** and her husband ************** disclosed to myself, *************************, and later to Animal Control in *********, KS (******** and her number is ************) that they use Rover.com to advertise their dog boarding service, and they have housed between 20 and over a 100 dogs in one day. Mr. and *************** stated that during the Christmas and New Years holiday of 2023, they had over 100 dogs in their house from their Rover.com service. They also stated that during Easter of 2024, they have housed over 50 dogs for the weekend. ************** stated the average number of dogs they house on a daily basis through Rover.com is 15 and higher. It was discovered on May 8, 2024, Mr. and *************** were in violation for operating a kennel without a license. Furthermore, having a kennel in their neighbor (124 S. Dartmouth *********, **) is also prohibited. Rover.com needs to be investigated for allowing ******** and ************** to operate a kennel, and allowing them to care for 15 to 100 dogs on a daily basis. My dog was boarding on May 8, 2024 when one of the dogs Mr. * *************** were boarding through Rover.com killed my 3 1lb yorkie. One of the consumers revealed that the Wilde couple were boarding approximately 15 dogs through Rover.com on May 8th. *************************** lied to me and said she was only boarding 2 small dogs; after the death of my dog, I found out she had approximately 15 dogs in her care through Rover.com.

  

  Business response

  05/20/2024

  Hi ******,
  
  First and foremost, we'd like to offer our condolences to you and your family. As pet parents ourselves, we can only imagine how painful the loss of Calm has been.
  
  I see that there is currently an active investigation happening, so I recommend reaching out to your assigned Trust & Safety Agent at ************ to ensure that they have the most up-to-date information from you. We care deeply about the pets and users on our platform, and their safety and wellbeing continue to be a top priority. 
  
  Please don't hesitate to contact our 24/7 Trust & Safety Team if you have any additional questions or concerns. 
  
  All the best, 
  *******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I applied to become a sitter for Rover on 5/13/24. At no point during the application process was I informed of the amount and purpose of the $49 application fee. I do not feel comfortable working with a business that is unable to be fully transparent with something as basic as an application fee.. I spent an hour speaking with customer service to eventually find out that the $49 fee was to cover the cost of reviewing my profile and having a third party business conduct a background check. I would have no problem paying the $49 fee if Rover had disclosed this requirement during the application process. However, I only found out about the amount I had been charged after checking my credit card statement. I received no correspondence from Rover that even confirmed receipt of my payment,

  

  Business response

  05/20/2024

  Good Morning ****, thank you so much for your feedback. We're sorry to hear that the profile review fee was not clear during your signup process.  We try to be as transparent as possible regarding any fees that you may be charged. The profile review fee is essential to maintain a safe and secure platform. Unfortunately, since your background check was performed and your profile was accepted, we cannot refund this fee. 
  
  Rover Support is available 24/7 to help you with your account and can be reached at ************. Please don't hesitate to contact us if we can help. 
  
  All the best,
  *******

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to stay with my cat on 04/4/2024 to 04/13/2024 the sitter was not there half the time maybe 2 nights my cats water bowl was nasty had not been changed I asked the sitter for a refund she said she would leave it in my mail box with my keys but she did not so I contacted the company on the site and customer service 4 or 5 times they always say someone will contact me but they have not its been almost a month.i have cameras in my home so I know when she was not there

  

  Business response

  05/13/2024

  *****, this is not the type of experience we strive for when you book through Rover, and were sorry to hear that it happened. Please call us at ************ so that we can address this. - *******

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 4th and 5th I have been with Rover for 10 years I think I've happened to me since I've been with Rover I've been attacked by dogs I've been attacked by the owners I've been harassed I've been bitten in ***** never did anything I always find a report nothing happened. This weekend I was born in a dog the guy told me that the dog has a shots it was through Rover and the dog accidentally got out my front door he just went down the street and we got him back in it wasn't a big deal but when we're trying to get him back in a stranger came up and started grabbing him by the collar and hurting him and so he bit her so I kept asking for the dog back that I was taking care of and eventually she gave them to me and I told her whatever will call her. I reported it to Rover like I was supposed to and I thought that was it but Rover didn't investigation I told them I didn't even know this girl she was a stranger I was just trying to get the dog back but the owner told me the dog had all the shots. Come to find out Animal control got involved Rover suspended my account it won't let me work for them anymore after I work for them for 10 years the dog didn't have his rabies shot and was not up to date on any shots so the owner lie and I wasn't afforded him if I knew that. River suspended me from the app which at all the money I work for I wasn't able to see it or get it I wasn't able to get any information that I had on the app my reviews My people that have been dealing with they say we're an independent contractor but I can't get my business information. They were rude to me they yelled at me they told me to stop calling to stop emailing and never gave me an explanation of why I'm not able to work for them anymore. The only explanation they gave me is because the dog accidentally ran out the door. That's what happens with kids and dogs it's not fair I lost my job for that reason when I had to talk to a stranger a stranger I had the dog by the collar and wouldn't give it back to me the dog's owner was a stranger and lied to me about the dog having shots and I had him in my home and around my dogs and Rover I was the one at fault I can no longer work for them. If we're independent contractors they cannot take my money they can't take my information they can't fire me because I left my front door open they can't make me talk to strangers they can't make me have animals in my house where they don't verify the shots or the owners. This company is very dangerous and does not tell the truth. This company is doing many illegal things and letting illegal things happen somebody needs to do something about this?!!!!

  

  Business response

  05/10/2024

  Hello ********, 
  
  Thank you for your patience while we reviewed this situation. I am sorry to hear this has been a negative experience for you as that is never our intention. 
  
  After reviewing the information provided I see you have been in contact with our Trust & Safety team and the decision to close your account is final and not eligible for appeal. 
  
  In regards to your payments, your pending funds will be released to your bank account 48 hours after the intended end of the booking. Our Trust & Safety team provided details regarding your payments in a recent email for your records. 
  
  Best,

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a dog sitter for Rover for over two years. I left my wireless keyboard in the person I sat fors home. I left a bad review of this dog owner and reported her to Rover. Shortly after, noticed my keyboard was missing. I asked Rover to intervene and the owner is lying saying she doesnt see a keyboard. It is on her desk where she works every day. Although my work is buying me a new one, I want Rover to intervene and at the very least file a report against this owner. However, I am requesting reimbursememt for my keyboard. Rover should give this dog owner a consequence: either return my keyboard or get booted from the platform for stealing. If Rover doesnt do anything, I am filing a police report and the cops can deal with her. Wireless keyboards arent cheap.

  

  Business response

  05/07/2024

  Hi *********,
  
  We're sorry to hear about the difficulty you experienced with this booking and that the wireless keyboard hasn't been returned. Rover can assist with communication between users to help encourage and facilitate the return of any missing items but we cannot force this to occur.
  
  Regrettably, Rover is unable to reimburse the cost of the wireless keyboard. As the user completing services in the owner's home, you're responsible for the items that were brought and it's important to make sure you've taken them back with you when leaving.
  
  If you have additional questions or need further assistance, our 24/7 Rover Support is available at ************. 

  Customer response

  05/08/2024

   
  Complaint: 21677379
  
  I am rejecting this response because:
  the pet owner should be banned or have a consequence for lying about my keyboard. I am sitting for your service so need to bring my stuff with me. I am human. Stuff gets left. The owner should be honest and willing to give things back. If not, there needs to be a consequence. I am considering this item stolen and will be moving forward with the legal/criminal process with Rover as the responsibility party. 

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired a local gal, ***** through Rover.com to stay overnight and care for our 2 dogs and 2 cats while we traveled to ********* from Thursday, April 25th through Tuesday, April 30th . We have a senior dog that does not do well with boarding any more which is why we prefer to have someone stay with them. The cats are easy. They have a robot litter box and automatic feeder. We have outdoor cameras to notify us of when people are on our property. The first day of our vacation the Rover we hired spent a total of 2.5 hours at our home with our dogs. She was there around mid-day for about 90 minutes. Then again late at night between 10:30-11:00pm She did not stay overnight as we hired her to do. No communication that she couldn't stay the night. We woke about 7am Vegas time which would have been 9am in *******, ** and our Rover had not shown back up at our house yet. I started messaging our Rover without any response asking if there was an issue as to why she didn't stay the night. No response from her until a couple hours later with excuses about her parents wanting her to stay with them. We had to scramble to find someone to go take care of our dogs after being left alone for 11+ hours without any food, water, or potty breaks. The Rover gal also didn't close our back door all way. So we were panicking that our cats escaped the house. I was not a happy mama. Luckily, our cats didn't get out. I got a hold of Rover support online since they do not have a phone number to call. They eventually adjusted our booking for the 1 day of service since we found someone else to take care of our animals. Rover had the audacity to charge me a $140 cancellation fee that went to the Rover gal that didn't do her job. When I complained about this fee, all they said is that is their policy to protect their Rover sitters. Apparently, Rover doesn't care about protecting the pets and their parents. I feel scammed and will never ever ever use Rover.com again and I hope you don't either.

  

  Business response

  05/06/2024

  Hi ******,
  
  Thanks for taking the time to share your experience and we're sorry to hear the service didnt go as expected.
  
  We understand that you're requesting further refund consideration for this experience. Our Rover Support team did follow up on your request via email earlier today but has not received a reply yet. Please respond to their email when you have a chance and wed be happy to look into this further. 

  Customer response

  05/06/2024

   
  Complaint: 21673706
  
  I am rejecting this response because: They are trying to push this issue off to the sitter, who is the cause of this whole thing. She is the one who didnt do her job and left my dogs and cats without care. Why should I be the one to reach out to her? Im fine with her getting paid for one day. All Im asking for is a refund on the idiotic $140 cancellation fee when I was forced to find someone else to care for my pets. Where does Rovers responsibility come in? Or their ethics and morals? I realize my efforts will sadly be for nothing since responsibilities, ethics, and morals do not exist anymore but I hope I save other pet parents from ever having to go through this. I was scammed, shame on me. I will not be using their service ever again and will continue to share my story. 
  
  Sincerely,
  
  *******************

  Customer response

  05/09/2024

  Rover.com has refunded the money for the service that was not rendered and the cancellation fee. Thank you for your help!

  Customer response

  05/09/2024

  I spoke too soon. I was checking the refund in my bank account from ********************** and I found something else I didnt remember. They charged my card back in December 2023 for the in home care I booked with **** for April 2024. They still took that $496.65 and NEVER refunded it. There is someone majorly wrong with this company. Now I need a refund for the $496.65.

  Customer response

  05/10/2024

  Rover is stating it can take another 10 days to get the rest of my money refunded so I'll just wait.

   

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a dog sitter for 7 years. I started with Dog Vaycay then ended up with Rover after they acquired the business. I had read all the fees and policy information for a sitter. I didn't see how it was necessary to read through client information since I wasn't one. I recently did. As a sitter deduction of 20% off my earnings was what I was informed. This was to cover company fees and insurance. I have now found out that they are also charging clients 11%. For example: the last booking was for $180. I got deduct $36 making it $144 paid to me. My client paid $180 plus just over $18 for their fee! On a just under $200 booking they took $54. That is absolutely wrong! I had never known about them also charging the client since my fee was so high! I have sent the company a message today and I only got an auto response. Then replied to that asking for an actual response to my message and got another auto response with nothing being answered. This makes me sick knowing how much money they are taking from people. I highly recommend people not use this service as a sitter or client. They make over $2 million a year profit and each person that's head of the company makes over $80,000. For running an app! I want reimbursement for my clients!

  

  Business response

  04/27/2024

  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.
  
  Service fees go towards maintaining website, sitter advertisement, 24/7 Support Team, 24/7 Vet Hotline, the Rover Guarantee and much more. While sitters are subject to a 20% fee for bookings, so too are owners charged for their use of the site. As a pet owner, youll see an 11% service fee listed separately at checkout when you pay for the booking. This fee cant exceed $65.
  
  Please note that when booking, the list price shown on a sitters profile includes the service fee paid by the sitter.
  
  Should you have any further questions, please feel free to give our Rover Support team a call at ************ and wed be happy to help.
  
  Best,

  Customer response

  04/27/2024

   
  Complaint: 21632556
  
  I am rejecting this response because:
  No one at the company is actually ready what I'm saying! I do not accept your auto response of just telling me what your fees are! As a pet sitter I was not aware of a client's fees until recently! I am appalled at the amount you are charging both parties for the app service and limited insurance! If I would have known this I would have discontinued your service immediately and not made my clients pay an extra amount. You also do not want people to communicate outside your service so I assumed they were getting charged the daily rate. Not plus 11%. I fully understand you don't actually care that this is such a huge amount to charge people but it is. Other companies do not charge this much! Yes I've looked into it. I want you to return my clients money! 

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with a sitter on Rover.com. She was supposed to feed my cat twice a day from 4/20/24 - 4/21/24. She flaked on the booking! She said an illness kept her from feeding my cat in the morning on 4/20.24. Then at 4:00pm on 4/20/24, she called and indicated she had "lost' my house key! This is truly unacceptable! I am now having to re-key my home due to her negligence and unreliability! I contacted Rover and they are denying any responsibility for their "employee". They had vetted her and indicated she was reliable. Apparently not!!! I want Rover to pay for the cost of re-keying my locks. This sitter needs to be banned from doing any contract work. Rover has a Trust and Security guarantee. If losing a house key doesn't imply a security issue, I don't know what does. My home is at risk of being burglarized and my safety is at stake!

  

  Business response

  04/22/2024

  Hi *****, 
  
  Thank you for taking the time to communicate your concerns. We know these situations are never easy and we appreciate you reaching out. As independent business owners operating their small businesses, pet sitters who list their services on the Rover platform are ultimately responsible for any experience, positive or negative, that *** happen during a stay. Unfortunately, lock change costs aren't typically covered under the Rover Guarantee.
  
  The Rover Guarantee reimburses members of our community for costs associated with certain injuries or damages that occur during a service booked and paid through Rover. All reimbursements are subject to a minimum contribution of $250 by the claimant, and Rover can only provide reimbursement for costs exceeding $250. Since lock changes generally dont exceed $250, the Rover Guarantee is typically not applicable in these situations
  
  If there is anything we can help clarify for you, please dont hesitate to reach out to the 24/7 Rover Support at ************.

  Customer response

  04/22/2024

   
  Complaint: 21608911
  
  I am rejecting this response because: Rover had vetted the sitter to be reliable and professional. She literally lost my key! God know who picked it up. Now they know where I live and can get into my home. This is a justified security issue and I am demanding accurate compensation in order to re-key my lock. I do not feel safe in my own home. Rover needs to take responsibility!
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is highly concerning that Rover.com has no method of allowing paying customers a way to submit or edit a review 21 days after their booking window closes. I have paid hundreds of dollars using Rover.com services only to be told by a Supervisor that there is no way for a review to be left?? When the Supervisor spoke with me they said there was nothing that could be done. This is supposed to be a service that supports the care of people's fur babies and precious pets. How can they not be understanding and accommodating to their pet care giver as well as their paying pet customers?? Most every review site, ******* Amazon, ****, allows some way for you to submit a review 24/7 and also to be able to edit it any time. Rover.com MUST do better!!! This hurts the bottom line for their workers and doesn't allow the freedom of speech that paying customers should absolutely have the right to give. Rover.com needs to leave their review window OPEN for edit by paying customers at all times.

  

  Business response

  04/17/2024

  Hi ******* we understand your frustration, and we appreciate your feedback. The review window closure is in place to prevent misuse and ensure the integrity of the platform. However, we're always looking for ways to improve our services, and we'll take your suggestions into consideration as we continue to evolve. If you have any further concerns or feedback, please feel free to reach out to us directly. We're here to help.

*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. ↩