I no longer trust Rover with my dog.
I paid nearly $500 for a last-minute booking with sitter Alicia G., including approximately double the normal rate plus a transportation fee. I accommodated her arriving about two hours later than requested, and transportation was specifically discussed during our meet-and-greet. She lived approximately 20 minutes away, had transportation, and had a key to my apartment.
Once my dog was in her care, even simple requests like receiving a photo were disregarded. When an issue arose with his food, she refused to retrieve it and later claimed I had been given “two simple options”—pay her additional money or have someone deliver it. Those conditions were never disclosed to me beforehand.
The most concerning part was Rover’s response. I repeatedly asked Rover to review the messages exchanged through THEIR OWN APP. They had documentation of my requests and communication with the sitter, yet still sided with her.
My dog was returned early and was visibly shaking when I received him. Rover refunded the unused days, but at this point this is bigger than money.
My dog is family. If you consider your pet your fur baby, I personally would not trust Rover with their care after my experience. A platform responsible for connecting people with pet caregivers should take documented concerns about an animal’s care seriously. Rover’s handling of mine completely destroyed my trust in the service.
Once my dog was in her care, even simple requests like receiving a photo were disregarded. When an issue arose with his food, she refused to retrieve it and later claimed I had been given “two simple options”—pay her additional money or have someone deliver it. Those conditions were never disclosed to me beforehand.
The most concerning part was Rover’s response. I repeatedly asked Rover to review the messages exchanged through THEIR OWN APP. They had documentation of my requests and communication with the sitter, yet still sided with her.
My dog was returned early and was visibly shaking when I received him. Rover refunded the unused days, but at this point this is bigger than money.
My dog is family. If you consider your pet your fur baby, I personally would not trust Rover with their care after my experience. A platform responsible for connecting people with pet caregivers should take documented concerns about an animal’s care seriously. Rover’s handling of mine completely destroyed my trust in the service.
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Scammed out of $50
Got the app paid to have my account reviewed to become a sitter, it’s been 40 days since I’ve done that and I have yet to receive any single booking.. I want my $50 back 😔
Response from developer
Hi, we're sorry to hear you haven't gotten any bookings yet. The $49 charge you are referring to is the profile review fee, which is required if you want to offer pet care services on Rover, and it is nonrefundable. We hear your concerns. If there is anything we can help with, don’t hesitate to reach out. Rover Support is available 24/7 at 888-453-7889. -LC
You can’t find support anywhere
I’m getting a notice that my account have been suspended for some reason, but, I can’t log in to find support from Rover. I need someone to help me as I do not know why I have been suspended.
Service is amazing. App just OK
The app has several lack luster early 2000s technological hiccups. Pet owners love watching VIDEO. The platform struggles hosting videos. As a service and as a staff however- I’ve been a sitter for over 15 years and I can vouch for them fully. I’ve had emergency situations and what have you- a HUMAN answers and they answer quickly. They stand behind their “product”. They can be overly strict with sitters. I was banned from the Star sitters program because I was bitten by a dog I was sitting. Yet, I exceed far and beyond all the metrics. It’s a bit of a stab in the back after 15+ years of service, zero cancellations, and over 90 5 star reviews and over 90 5 star ratings. I only have ONE rating below five stars.
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Greet and meet - calling
Rover is great overall but I would suggest they terminate their initial fee as it puts off many people from starting to use it and they should introduce a video call option. In my experience with regards to greet and meet, it sometimes feels pointless to drive an hour just to talk to someone for 10-15 minutes and Rover does not allow exchanging personal phone numbers which sometimes feels essential for video calls (eg via WhatsApp). Sometimes their own fees feel a bit high too as a customer may pay £500 for sitting but the sitters only receive £300 due to their large fees. As much as it’s understandable they need the money to cover insurance and accidents, this platform has became major and surely can afford some lower fees than 19%. I would strongly suggest considering fees of 10-15% instead. I know Rover has great customer support so I hope they can at least add the video calls option to the app for easier experience :)
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Response from developer
Hi , thank you for taking the time to share such thoughtful feedback. The profile review fee is a one-time charge collected during the final steps of the sitter sign-up process to help cover the costs of identity verification and background checks. We’ll be sure to pass along your feedback about video calls and fees for further review. We really appreciate members like you taking the time to share suggestions that can help improve the Rover experience. If you ever need assistance, don't hesitate to reach out to us at 44 8082 812524. -Lexie
