ComplaintsforA Place For Rover Inc

• 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, 

• 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,
  
  *******************************

*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. ↩