“Assisting in the Pursuit of Justice for Canines: 10 Tales of Horror involving the Rover Dog Care Application”
Rover: A Popular Pet Care App in the US
Rover bills itself as the most popular pet care app in the US, with tens of millions of bookings since its inception in 2011. However, like other collaborative economy apps such as Uber and Airbnb, Rover positions itself as a technological platform rather than an employer of pet caregivers. And that can raise some real questions about who is responsible when something goes seriously wrong.
Complaints and Concerns
Gizmodo filed a FOIA request with the FTC for consumer complaints about Rover filed over the past four years. The FTC provided us with 85 complaints, mostly falling into two categories: scams people have attempted using the app, which happens on practically any app where people are hired to provide a service.
In the second category, there are complaints from pet owners about things that have gone very wrong, including the most horrifying cases where dogs have gone missing or even died accidentally after escaping. And it’s this second category that we are analyzing.
One of the complaints filed with Gizmodo by the FTC is from a user in South Carolina who says they found a pet caregiver on Rover in 2021 and left their two dogs at the anonymous person’s house. The dogs escaped and were not found until days later. According to the complaint, one dog died after being hit by a car and the other survived. But the user says Rover did not do enough to help when the dogs went missing.
2) “He was lost for a few days, then finally was hit by a car and died.”
West Sacramento, California – November 2022
Rover is a dog care business. We had hired a sitter through them, who negligently lost my dog. He was lost for a few days, finally was hit by a car and died. Rover sent me emails written and only offered me reimbursement for cremation when I had spent much more time, effort, and money caring for the dog while we had him. I had asked for a callback 3 days ago and never received a call despite the pain my family is going through.
3) “As soon as they got home, they ran to the water bowl as if their life depended on it.”
Sicklerville, New Jersey – December 2021
This is a complaint based on this online company ROVER, to honor their commitment of responsibility for their alleged service and their unwillingness to take any responsibility for financial damages as a result of their negligence. The events are as follows:
1. During the period of June 16-23, we brought our dogs, [redacted] and [redacted], to be dog sitters at [redacted], which we had done for years (under the ROVER agreement). Both dogs were in perfect health. However, immediately after returning home on June 23, 2021, we noticed that the female dog, [redacted], was dirty in the rear and both dogs seemed dehydrated. As soon as they got home, they ran to the water bowl as if their life depended on it. A few hours later, both [redacted] and [redacted] had massive diarrhea. [Redacted], the older dog, a German Shepherd, had explosive diarrhea, which persisted for many days (but did not require hospitalization). But [redacted], the small and younger puppy started vomiting in the afternoon of the 23rd and had diarrhea. The next day, [redacted] seemed very sick and we noticed blood in both feces and vomit. We took her, [redacted], to the emergency room. [Redacted] was diagnosed with ACUTE HEMORRHAGIC ENTERITIS, a very serious condition for small breeds, secondary to ingestion of water, human food, or other contaminated items.
2. We were never notified of any attempts to take the dogs to the Veterinarian while at [redacted]’s house, or any notification about their health.
3. [Redacted] needs to follow up with her veterinarian, but we have been unable to get a timely appointment, costing an additional $1,050.00 plus time, in addition to the original $600 for the “service.”
4. We requested a refund for both, the fees paid for the sitting period as well as the hospital bills. This dog, [redacted], is particularly loved by my wife, [redacted]. This whole experience has been very traumatic for her and has threatened her life [redacted]. Attached are the assessment notes and veterinary hospital bills.
Lynwood, California – July 2022
In July 2022, while celebrating our anniversary, my husband and I used the pet care service called Rover. Unfortunately, our dog was lost by the dog sitter we had hired. This loss was particularly devastating as it was not just any dog, but my daughter’s first dog, for which she had saved her allowance for months. Despite contacting Rover multiple times, they have taken no action in regards to the lost dog.
San Jose, California – November 2021
Rover, a pet care company, advertises itself as providing trustworthy pet care services. However, my experience with them was far from satisfactory. The Rover dog sitter I hired lost my dog and I discovered that Rover is merely a brokerage platform that does not take responsibility for the pets under their care. This situation led to significant financial expenses and emotional distress for me as I tried to recover my lost dog.
Sacramento, California – August 2022
After hiring a dog sitter through Rover, recommended as safe by the company, my house was left in disarray with ants, bugs, and spills everywhere. Additionally, one of my dogs was found wandering the streets unsupervised, while the other sustained injuries due to negligence. The dog sitter even stole items from my home and disappeared, with Rover refusing to provide me with her contact information for legal action. This negligence and fraud have put both pets and owners at risk.
North Miami Beach, Florida – May 2023
Placing our dog in the care of Rover resulted in his disappearance and subsequent injuries. Despite Rover initially refunding expenses for laceration repair, they refused to cover costs for a broken tooth extraction. Their lack of responsibility and assistance in locating lost pets has been noted by various animal services, raising concerns about their practices. Customers have faced difficulties in reaching Rover’s management and receiving proper compensation, adding further trauma to already distressing situations. It is imperative for Rover to address these issues and ensure the safety and well-being of the pets under their care.
Olympia, Washington – October 2021
On our vacation in California, my husband and I received a call from our veterinarian regarding our dog [redacted], who was brought in for suspected heat exhaustion. Our dogs were in the care of a sitter found through Rover. After being left in the backyard to play, [redacted] began barking excessively and was later found limp and glassy-eyed. Despite efforts to cool him down, his condition worsened, leading to neurological issues and ultimately the decision to euthanize him. A necropsy at Washington State University was recommended to determine the cause of death.
South Gate, California- August 2022
A complaint has been filed against Rover’s pet provider [redacted] for gross negligence, property damage, and breach of contract. Upon returning home, the owner discovered unsanitary conditions, including moldy dog bowls, feces and urine on the floors, and neglected pets. Concerns about medication compliance, cleanliness, and unauthorized individuals on the property led to changing the locks and seeking alternative accommodations.
“I was afraid that if I confronted the sitter and was too direct, they would not care for my animals again.”
During a two-week vacation, a pet sitter hired through Rover failed to meet expectations, leading to concerns about the care of the animals left in their custody. Despite clear communication and payment through the app, the sitter’s inadequate care prompted fears of potential repercussions for the animals’ future care.
Issues with Pet Sitter and Lack of Support from Rover
During a vacation in Europe, the author’s Ring doorbell revealed that the pet sitter was not properly caring for their pets as agreed upon. Concerned about confronting the sitter directly and potentially jeopardizing future pet care, the author reached out to Rover support upon returning home.
Struggle for Refund and Lack of Communication
Despite providing evidence such as screenshots, timestamps, and video clips from the Ring doorbell, the author struggled to get a refund from Rover. Communication with the support team was unresponsive and unhelpful, leading to frustration and a sense of being robbed.
Plea for Assistance and Resolution
The author seeks help in resolving the situation, expressing frustration at the lack of response and assistance from Rover. Despite being cooperative and providing evidence, the lack of support and communication from the company has left the author feeling ignored and mistreated.
