I had an email from ***** with Rover.com regarding an "emergency" need for a dog sitter.
I responded promptly via email and the dog owner contacted me and brought the dog to my house the next day. It was a day earlier that the time that ***** had told me, so I called her during the time I was sitting the dog and told her that their system on the computer didn't allow me to put the actual date that dog sitting started. (She was unable to correct it.)
After the dog owner picked up her dog (Tali) on Sunday evening the owner asked me how she was supposed to pay me. I informed her that it had to go through Rover.com (so that I was in compliance with their rules).
It has been over 2 weeks now and I have not been paid. I have called a couple times and emailed and was told that they have been unable to reach ***** ***** at either of her numbers and they asked ME to attempt to reach her. I have called SEVERAL times (performing collection services now) and have also been unsuccessful.
I do not believe that I should be performing their collection services. And, further, I believe that since ***** is the one who bypassed their program/system that they have in place, that Rover.com should honor my fees and pay me for the services that I rendered in good faith, for someone who had an "emergency". I did everything that I was able to do - through their system and even notified them that I did, but was only able to do so much, since the dog owner hadn't signed in.
I feel like I have been completely scammed by Rover.com.
Not only should I be paid for the services that I performed, but I should ALSO be given a substantial credit for all of this time it is taking to try to remedy this problem. I didn't sign up to be a collection service. And, I was not informed that the pet owner didn't already pay their system, so that I could be paid PRIOR to taking care of the "emergency dog care" situation. I was working in good faith, but obviously Rover.com is/was not!!!
I want to be paid for my services rendered. I dog sat for three full days, and I believe I should be paid for those three days. ($50 x 3 = $150.00) In addition, if they are a reputable company, they should be addressing this inconvenience to me and pay me extra (as a credit on my account or SOMETHING) because I am NOT a collection service company!!! This entire situation is NOT my fault and I really resent them leaving a voice mail informing me that "because the dog owner did not register on-line, they will not be able to pay me". THAT is NOT my problem!!!
We are devastated to hear that any user of Rover has had a negative experience, and we continue to work with ***** ******** to resolve this situation.
There are four important factors in this situation: 1) No reservation or booking was ever made with Rover in regards to the incident in question. Engaging in a sitting without the stay being booked through Rover is against the terms of service accepted by all members. Rover regularly reminds members of this policy, which is in place to specifically avoid these types of incidents and disputes. Paying through the site prior to taking custody of a dog provides both the sitter and owner with protections; 2) Despite repeated attempts, we have been unable to reach the owner in question to determine whether a sitting took place and whether the owner was satisfied with the service; 3) Because of our commitment to our customers, and our genuine desire to make things right, we have offered to compensate ***** for her time and feedback. Our compensation to date has exceeded the payment that ***** would have received from the owner; 4) When ***** contacted Rover after taking custody of the dog without a reservation or booking, we offered to assist her in contacting the owner at that time, but she declined this offer.
These circumstances in no way diminish our grief over hearing *****'s continued frustration. We will honor the offer we have made her and will continue to attempt to engage the owner. More details are included below.
We have carefully reviewed all records of our communication with ***** and the owner. All calls to our call center are logged and recorded and all emails or other contact are tagged with the customer's name and contact information. Our records show that our customer experience team assisted the owner in using the Rover.com website to follow the normal process of messaging dog sitters and requesting dog-sitting services. Several sitters, including *****, responded to the owner's requests, but the Rover customer experience team was not involved in making plans for ***** to take custody of the dog.
On Aug 12 we received a call from ***** telling us that she was currently sitting the owner's dog. Since the booking was not completed in our system, we offered to contact the owner and help the owner confirm the booking and payment at that time. ***** suggested that we wait a few days and asserted that she would follow up with the owner at pickup time. During this call ***** also declined to adjust the dates of the original request, which was for two nights at a price of $50 / night-$100 total-because the stay began one night early as a result of construction near *****'s home.
After Aug 12, neither ***** nor our customer experience team have been able to reach the owner despite multiple, regular attempts. On August 27, in accordance with our policies regarding probable stays in which an owner has not paid, we offered ***** the maximum concession of $50, as well as a reimbursement of her subscription to Rover's Protection Package, a $49.95 value, for a total compensation of $99.95. If ***** had instead received the owner's payment for the stay, she would have received $85-the $100 price of the stay less Rover's 15% fee of $15. Through Rover's compensation, ***** received $14.95 more in value than she would have received in payment from the owner. Additionally, we want to be very clear that Rover.com does not receive any revenue unless sitters such as ***** are paid through our site. Consequently, the assertion that Rover participated in a "scam" is incorrect. As a result of this transaction, Rover has lost the profit that we would have received if the members had followed the terms of service, as well as the additional $99.95 of concessions provided to *****.
We continue to assist ***** in her communication with the owner, and we would greatly appreciate her continued feedback about opportunities for improving the website.
Description of the company: Rover.com is a website that matches pet owners with pet sitters. Independent pet sitters apply to list their services on the Rover.com website. These independent sitters provide profile information and determine their own price per night.
Dog owners search the Rover.com site to find pet sitters. Dog owners communicate with the sitters and pay for sitting through the Rover.com site. Rover.com collects a commission fee from all transactions, in a similar model as eBay or Amazon Marketplace.
Final Consumer Response
9/24/2013 I was contacted by Rover.com that the person who didn't pay has finally paid AND left me a $50 tip for the inconvenience.