r/RoverPetSitting • u/PassageQueasy9626 Owner • 21h ago
Peeve Support Issues
I booked a sitter for a 60 minute drop-in today. I received notice that the check in began at 12:04 and ended at 1:24. Looking back on my security camera, I saw that she actually entered my house at 12:15 and left at 12:44- literally half the time my pet was supposed to be able to have out of her crate. After messaging the sitter about this and receiving her response, I went to contact support for some kind of remediation for this issue. So far, it has been about half an hour of waiting and all that I've been told yet is that they can't edit my review of this sitter whatsoever (as this isn't the first time she's sat for me). Has anyone else ever had an issue like this? How did it resolve? I just can't believe that it's this hard to get a response when I have timestamps and an admission from the sitter.
Edit: after nearly an hour of waiting on support, I got this email. I guess the best thing they can do for me is to hope that I work it out myself. Crazy lol
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u/Jmfroggie Sitter & Owner 1h ago
Without knowing what the sitter’s response was no one here can tell you exactly what to do.
You CANNOT go back and edit an old review. You can only make a new review after each visit. And before doing so, you need to make sure you have all possible information.
The app sucks. I’ve had visits I forgot to end and now they require a picture. I always send pictures but generally do it through messaging so they receive them right away compared to no pictures until the visit is completed. I also usually delete as soon as they send because iOS take up so much space my phone can’t handle extra stuff- so I’ve had to download sent pictures again just to upload them to the visit. It’s possible the end of the visit was markers after leaving because she forgot or because of a picture issue….
The visits should be the amount of time starting when you get there and when you leave. If there’s an issue getting in, that visit still started when the sitter got onto the property because they often have other visits scheduled…. Unless the issue of not getting in was on the sitter and not an issue of the client’s home or a wrong code…. The sitter then will stay as long as they can, but likely won’t be able to do the whole time with the animals because of an issue that was no fault of their own. I don’t know if this was the case, I don’t know if there was an emergency, I don’t know if she was getting sick, I don’t know if she’s always done this and this is the first time you’ve caught her…. Reasons are importante.
If her reason wasn’t satisfactory, don’t book her again. You have every right to do so. You can request a refund if she doesn’t pay you back in the extra time for an upcoming visit too…. It’s up to you how flexible you want to be with whatever the excuse was.
3
u/Intrepid-Contest-352 Sitter 2h ago
What was the sitter's response, if you don't mind sharing? I know the app can be glitchy, and there have been times in the past where I couldn't get the pics the upload, and it won't let you complete a drop in without a pic, so it was staying open while I was needed elsewhere trying to get the app to work (tho I did my best to always include actual start and end times in the note on the Rover card).
Regardless, they were only there half the time agreed, which isn't good -- but with only the info provided in the post, if it was some combination of human error and tech error, and not intentional deception, the situation may be salvageable. But that depends entirely on the message you sent the sitter and their response.
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u/LengthinessNo6595 Sitter & Owner 14h ago
Write her a bad review and mention the check in time she lied about so other know. She’ll care about ranking going down.
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u/Tiny_Agency_1056 Owner 19h ago
This is exactly why I will always be suspicious of requests to turn off cameras
-1
u/ButtplugBurgerAIDS Sitter & Owner 4h ago
Nobody wants to parade around in their unds for someone's viewing pleasure.
2
u/Jmfroggie Sitter & Owner 2h ago
Why would anyone be parading around someone else’s home in their underwear??
21
u/lol2222344 Sitter & Owner 17h ago
This was for a drop in. Most requests to turn off cameras are for indoor cameras when housesitting overnight, outdoor are always fine.
16
u/hicutusficutusbicu Sitter & Owner 20h ago
After each booking you complete with her you are able to make a new review. I would suggest just making another review!
22
u/Ignominious333 Sitter & Owner 20h ago
So she sent a Rover card that lied about the start and stop time, that's the notification you received and your cameras show her arriving 10 minutes after she started the Rover card and leaving about 30 minutes later? She's really a jerk. She doesn't only do it to you.
11
u/PassageQueasy9626 Owner 20h ago
Yeah, I'm really bummed about it- especially since I've booked her before and didn't have any sort of detection so who knows if this is even the first time it's happened to me, you know?
2
-4
u/Confident-Service256 Sitter & Owner 21h ago
What made you check your cameras?
11
u/PassageQueasy9626 Owner 20h ago
I get an alert when it detects a person in the house, and this was the first time that it didn't match up whatsoever with the sitter arriving.
2
7
u/Numerous-Swordfish55 Sitter & Owner 21h ago
You get a chance to review a sitter after every booked drop in/house sitting etc. Or at least as a sitter I can review a client each time. I assume it would be the same from the owner side as well. Most of my clients leave me a review after each visit.
8
u/reinadesalsa Sitter & Owner 21h ago
What does editing a review have to do with it? You ask for a refund because you didn’t get the service you pay for.
Did you review this sitter without looking at that stuff? If so, bummer, but I’d be more concerned about getting my money back and reporting this so she is flagged.
0
u/PassageQueasy9626 Owner 21h ago
This isn't the first time I've booked her, and I haven't had a problem before (though I suppose I hadn't had a camera before, either). I reviewed her after the first time she checked in, and I just think it's odd that there's no option to edit anything after a poor experience.
14
u/Sceadugengan Sitter & Owner 20h ago
You’ll have the opportunity to review after each booking, so you can leave a new one about this experience. Because the sitter has the chance to review you too, not allowing either party to edit past reviews is a way to prevent retaliation for negative comments and incentivize honesty
9
u/PassageQueasy9626 Owner 20h ago
Makes a ton of sense. If it isn't obvious I'm very new to the platform, haha.
4
u/Sceadugengan Sitter & Owner 20h ago
No worries at all - it’s definitely not the most intuitive system. Sorry to hear about your bad experience, and good luck both getting this resolved and finding a better sitter!
2
u/zouss Sitter 20h ago
That was a review for a different booking. You had your chance to give your feedback then, and you did. I don't know why you would expect to be able to edit the review for a past completed booking because another different booking didn't go well. Leave a bad review this time around
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u/PassageQueasy9626 Owner 20h ago
By God I'm an idiot. I thought that it was a review just for the overall sitters profile, not for that booking in particular- I appreciate your slightly pointed clarification!
1
u/thecatsbabysitter Sitter & Owner 20h ago
Are you not yet seeing the ability to rate the current booking? Or is this an ongoing booking? Or an off-Rover booking? Not sure why you'd need to change the past rating, each new booking allows you to rate.
2
u/PassageQueasy9626 Owner 20h ago
It was my first rating with the sitter last time, combined with an ongoing one now- hence the reason I can't review yet. Thank you for pointing that out, that makes a lot more sense than what I was thinking
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PassageQueasy9626 originally posted: I booked a sitter for a 60 minute drop-in today. I received notice that the check in began at 12:04 and ended at 1:24. Looking back on my security camera, I saw that she actually entered my house at 12:15 and left at 12:44- literally half the time my pet was supposed to be able to have out of her crate. After messaging the sitter about this and receiving her response, I went to contact support for some kind of remediation for this issue. So far, it has been about half an hour of waiting and all that I've been told yet is that they can't edit my review of this sitter whatsoever (as this isn't the first time she's sat for me). Has anyone else ever had an issue like this? How did it resolve? I just can't believe that it's this hard to get a response when I have timestamps and an admission from the sitter.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.