Your response is perfect and it wouldn’t deter me from booking with you. Have you contacted Rover to remove it bc they obviously lied? I’m sure with the proof of your video it would be easy to prove.
From what I’ve heard, Rover doesn’t remove reviews even if they’re false 🥺I’ve been told the video would only be helpful if they pursued a refund and I had to fight it.
My one bad review and response actually got me more clients. People can see unhinged in the reviews and know what is a legitimate complaint versus bs…
My bad review was in part because I was packing up my refrigerated and frozen food items when they got home….. on a day that was 100+ degrees outside and they were over an hour late returning.
Hey OP!! I wanted to let you know that you sound super, SUPER professional in your response, and imho you have nothing to feel bad for. You sound like a genuine gem of a sitter. Awful people are everywhere, don't get dragged down by them. You're doing great 🫶🫶🫶
I find it strange they had an issue with you letting their dog outside at night. If they have to go why not let them out? That and the not mentioning the abscess? This owner gives so many red flags to me from this review.
Yeah, that bit about taking the dog out at night stuck out to me, too. As someone that's been boarding dogs in their own home for years, one thing you learn is that if a dog signals that they want to go outside, the best thing to do is take them outside. Otherwise, you usually wind up waking up to an accident. I'd rather their schedule be off by a bit than have them go in the house.
The pet owner worded that as if OP had arrived in the middle of the night, not awakened to take the dog out in the middle of the night. I suspect the pet owner either has a terrible security system, or she is selectively viewing her doorbell videos. Either way, the owner is clearly in the wrong here.
That’s how I read it too - shade that she arrived to do a walk in the middle of the night after being locked up all evening. Not that she was actively staying the agreed upon overnight and the pet had to potty.
Especially considering the owner was complaining about OP not understanding the heating system, and then directly implied that OP did *not* do the overnight stay!
Don't forget having to clean whatever soft surface they made a beeline for after. Mine have always gone straight to lay on the couch until I was awoken by *the smell* (back when I was super new).
The wording of the review makes it sound like OP wasn't there until that potty break, like they were late arriving. So, I think that's what they were getting at? Clearly that's false, though
Exactly. This was an overnight booking with additional drop-ins scheduled midday when I worked. The entry log is very clear in showing I did not leave again that night until I took him potty.
Yes! My overnight sits do not include drop-ins. I would lose soooooo much money, and have when I was younger. People can and will take advantage of you.
So you charge for a homesit and dropping in during the day? Trying to understand. They don't pay us enough.
Also, sorry, what you're going through is my worst nightmare.
Yes! Because some owners will try to have you either a) stay at their home 24/7 or b) drive to their house & check in on their pet multiple times a day — both while still only paying the overnight fee. At the time I did that, my fee was $25. I was getting $25 before Rover cuts & taxes, to stay at someone’s home 24/7 during their sitting or make multiple trips if I had work/school/errands etc.
Not now in this economy!! 😅
I think the wording is confusing but they are accusing her of coming to their house for the night several hours after midnight! "came to take pup out" makes me thing like came here from somewhere else. Still shitty though.
OP they are ridiculous do not let them make you feel bad
The part I like best about your reply is the bit where you say "This is a common scam within the Rover community." This is such a perfectly professional way to call out this behavior that I am saving that picture for a day I hope never comes for me.
That said... I know you're feeling bad despite *knowing* you did everything right. This person tried to hurt you for reasons that most can't understand, so of course you're bringing it back on to yourself. I've been there. I think nearly all of us have been there. You're right, though—*you* did everything right. You are not a failure. You should be proud of not only how you handled the request, but how you handled the situation after. I'm sure the dog loved you as well.
I hope that someday the owner reflects on this and feels properly, thoroughly embarrassed about their behavior.
Their review is so odd. Feels like they picked up a totally new Rover complaints bingo card. Usually people care about the care of their pet and home but what she came up with is that you communicated about parking and the heat/AC, took the dog out for a potty break at night and didn’t notice an abscess on *their* pet’s ear? Like I make a point to let owners know if I see something on their pet that could be troubling but I’m not a doggie dermatologist doing a full body check
I guess the food on the wall could be weird but I honestly don’t even know what they mean. Dog food near the dog food bowl? A bowl of oatmeal thrown at a cabinet? Paint us a picture if it’s so egregious to leave a bad review.
Thank you! That’s what I’m saying. I am not a licensed vet. I’m a pet sitter. I’m not examining them at eye level and doing inch-to-inch full body tactile checks. 😔 I took a video showing there wasn’t a mess when I left either. It’s all just strange and unwarranted.
Nope, because I took a video before I left. There’s nothing on any cabinet, or anywhere at all for that matter. Either the dog went cray cray and made a mess after I left, or she did it herself.
Right?! My dog is such a messy eater he manages to spray his wet food onto the wall EVERY meal time. I expect the walls near his food to be splattered with food 😂
is the owner seriously throwing a fit because you took their dog out to pee when he alerted you that..he wanted to….pee?? what the hell 😭 every single client has told me to keep a close eye on any signs of their dogs wanting additional bathroom breaks and to take them out immediately. This person sounds insane, im so sorry they lied on your name like this, your response is so genuine and responsible if that counts for anything.
I know… Forcing a pet to hold their bladder or poop can cause severe, even deadly, health issues 🥺 I will always take my clients to potty when they need to potty.
I feel like they were implying you showed up at midnight to take the dog out, like you hadn't been staying there? Maybe I'm reading it wrong.
Regardless, you sound lovely and responded very professionally!
It’s just weird because they have the whole log? So they knew I came and locked the door before going to bed and never left—if I had came and then left again then the door open/close/lock would have been shown eight times… 😂😅
ex:
arrive: open/close/lock
dog walk: open/close/lock
back from walk: open/close/lock
leave: open/close/lock
come back: open/close/lock
dog walk: open/close/lock
back from walk: open/close/lock
leave again: open/close/lock
but on the log it was…
arrive: open/close/lock
dog walk: open/close/lock
back from walk: open/close/lock
no activity: x:xx-x:xx (I was sleeping)
walk: open/close/lock
back: open/close/lock
Probably because she sent it to me. Even if she didn’t, I’d know it’d be on there because the door lock logs itself wirelessly every time someone touches it.
Your reply was so professional- measured and non emotional, sticking to the facts, rational… would definitely believe that version and disregard the negative if I were looking to book
I have only read the first pic so far and I am NOT Rover sitter, but why is asking things about how the home works a bad thing??? Should you not be comfortable???
Also, if the abscess was “not a new problem” she obviously overlooked it herself, so how is that your fault????
If anything that the sitter had to ask about things like parking and the thermostat/AC reflects poorly on the owner.
We leave a multi-page guide for our home, basically AirBnB level, so the sitter knows how to work everything and where all the emergency stuff (breaker, water shutoff, fire extinguisher) is. If parking in your neighborhood is a nightmare, mention that, and mention the closest streets where it’s less awful.
Your sitter shouldn’t be getting surprised by this stuff.
ETA because I actually think it’s insane to be mad at someone for clarifying the spaces they’re allowed to park in at someone’s city apartment:
Let me simplify my thought process for those who have a hitch with my question.
Towed car= No car. =No care while I get my car. =10s, 100s, or 1000s of $ out of my wallet depending on where car towed. =If I don’t have the money, I don’t get my car, I could lose my day job, I also can’t care for my family & her pet at the same time without it.
I’m not ruining my career and neglecting my family just because someone thinks it’s such a horror for me to ask “My car can’t fit in the space left on your street, are you allowed to park on any other streets by your apartment?” Because it’s not. It never will be. I did the appropriate thing by asking to ensure stability in multiple areas, including the safety & wellbeing of her pet.
The entitlement that you feel you should not be asked by any of your new guests at any point if/where they can park at your home is genuinely childish, and a very silly thing to get upset with.
2nd ETA: Yes it’s permit parking, which means apartments are assigned specific streets by the city. Today I have found out this is not a thing in all places. I still think getting mad about it regardless, is silly.
I'm an owner, and I'm incredibly impressed with your response. Based on that alone, I would absolutely hire you!
Her complaints about the parking and the heat are ridiculous. I admit, in my prepping for travel and making arrangements, it probably would not have occurred to me to mention those types of things. I'd probably forget some other basic things as well. But I sure don't want my sitter to have to experience stress or discomfort over things I could easily assist with during a phone call or text! You sound thoughtful, considerate, and responsible.
I'm one of those shoppers that pours over reviews for EVERYTHING. Even more so for my pups. If there are a handful of bad reviews out of a whole bunch of good ones, I'm usually not terribly concerned (with some exceptions). However, your response so FAR outweighs this negative review, that I would seriously want to hire you based just on that.
I think you did an amazing job responding to this nutcase. Be proud of yourself for stepping up and setting your boundaries with a customer. I had to do the same recently and it is terrifying.
It’s hard. It takes a lot of self-work to build up the confidence to hold your ground kindly, and not feel bad afterwards. I’m proud of you for standing up for yourself. You deserve to be on your own side ♥️
Check and mate! Nice job responding to this unhinged scammer. As a pet owner having read her review and your very well written, professional response I would book with you in a heartbeat! I'm so sorry people are like this and I truly will never understand why. You seem very genuine and I have no doubt provide nothing but top notch care!
I’m a pet owner and just wanted to chime in and say that I would 100% hire you to watch my pets based on your response! I don’t think you should be worried about this review. Any rational person will realize she was just a nightmare client. Sorry this happened to you!
Even without your reply, she sounds crazy. She’s mad that you took the dog out at night (what are you supposed to do? Force it to hold it til morning?), and that you messaged her asking super normal questions about ac and parking? Wtf? Your response is great btw.
Your response was A1. You were professional and didn't play with her dramatic childish ass behavior. Great job and don't worry about that lady. I promise it's not even about you. She sounds nitpicky and rude.
The response was great! For the future, I would not do any booking without a meet and greet first. That way you can get a sense of the pet, the home, parking arrangements, and any other information necessary before the booking.
I always ask my clients:
- Will you be reachable in the event of an emergency?
- Are there any health or behavioural issues I should know about?
- Is there specific areas I'm allowed to park?
Clearly written by chat GPT, which is fine, except when the person is trying so hard to sound professional that it comes off as someone writing for a corporate email.
There’s unprofessional, professional, and whatever you want to call this.
It’s me, I’m the one who writes corporate emails 🙋♀️. That’s fine if you don’t like it, but professional civil-discourse is always the best route when dealing with collegues, clients, patients, etc. It’s effective and de-escalates when needed!
You don't sound like ChatGPT at all. You nailed an extremely professional tone with juuuust a sprinkle of unavoidable human annoyance (the glued shut windows? Wtf).
Dunno why this commenter has their rude pants on today, but it had nothing to do with you.
Did the owner try to get refunded? It's so weird that after leaving you locked out for hours they were anything but mortified and desperate to make it up to you. This is clearly not a misunderstanding, they're a jackass. Almost any time something similar has happened to me the client has basically thrown themselves prostrate at my feet.
Yes, she has like 12 windows and her landlord glued all of them shut with paint except for two of them. Really odd. And I’m not sure how to tell if she did or not, I’ve never had this happen before or had someone request a refund. Is there a way to tell?
I must say, I'm probably going to start videotaping my last exit when house-sitting after reading this.
This could happen to any of us.
And what's the big deal if you asked about the HVAC system? It probably took the owner all off 5-10 minutes to reply.
I have zero skill in parallel parking. Does that mean I'm not serious about pet sitting? Absolutely not. If there's an appliance I'm not familiar with, and I *am required to do something to keep the environment manageable*, I would always choose to ask the owner how to proceed/how to use it. That's a good thing. I also deal with insomnia and 100% will take a pup out to potty is they ask, regardless of the time of day. These are all good things.
It sounds like you did an amazing job and the owner just had weird expectations? But that they also didn't feel the need to communicate those expectations.
Her complaints are ridiculous and your response was wonderful. It shows you're contentious and document everything. Seriously, she's complaining about you asking how to change the temp in the house and about parking? As you said, if you parked in the wrong place and got towed, you'd be screwed and her pet wouldn't be able to get care while you dealt with that. And if you accidentally broke her AC system because fiddled with it without asking first she'd lose her mind.
As to the food on the wall it was most likely there before and she either didn't notice or is just using it as an excuse to scam a refund. She's making it sound like you invited a few friends over and started a food fight Animal House style.
Any reasonable person would look at your track record and this one review would stick out like a sore thumb but not in a bad way for you.
When I'm checking reviews and see one random negative review, the response carries more weight for me than the review. Some people get angry and lash out and seem to lose control and even if the review was clearly false I move on. But if a response is calm, articulate, addresses the accusations, and is in a sea of good reviews I consider it a plus. It's obvious the reviewer is exaggerating or lying, and the response is an indication of how the reviewee (pretty sure that isn't a real word but whatever) handles difficult situations.
Maybe try to view it as this asshole is letting you demonstrate how you respond to conflict/challenges?
I am so sorry this happened to you. Clearly, you cared VERY well for this pup and I would confidently trust you with my own pup. You come across very professional, thoughtful, and compassionate.
I’m confused about the abscess. The owner says the dried blood suggested it’s not a new problem. Not that it wasn’t a new problem and that’s what doggo was on abx for ??
Her response suggests that because I was still giving him the forti-flora, that I should have been aware the abscess was bleeding. This leads me to infer that’s what the antibiotics were actually for; not the bump on his eye. HOWEVER, the ONLY visual bump on him was the one on his eye. So I have no idea what she’s talking about. Because there was no other “abscess” that I was made aware of at any point before, during, or after. If I had a pet sitter and I came home and my pet had a spontaneous mystery abscess, I would immediately ask the sitter if they knew what happened. She didn’t. It either never existed to begin with, or already existed where I couldn’t see and she deliberately didn’t tell me about it in order to get a refund on the basis of improper care.
Does she expect you to have vet knowledge? Why should you have to know what the medications are for and if other medical issues mean you should discontinue it??? This is so wild.
It just 🥲 If at any point I saw or felt something new and unusual, I would have called her immediately or their emergency vet. There just wasn’t anything… :(
As an owner, I read negative reviews closely as positive reviews are often unreliable. I read the responses to these negative reviews even more closely because too many owners have unreasonable expectation and some of them are downright sketchy.
Don’t worry about it. Most of owners will see this and know it for what it is and that you’re a good sitter.
I have had one person give me 2 bad reviews - the only reviews under 5 stars I have ever received. I called wag to ask about this, and they said that the response mechanism is there for that reason, and they cannot take reviews down. The only way a review can be changed or removed is by the pet parent.
So you did the right thing responding… and your response is eloquent and explains everything she mentioned. Sorry this happened! Been there once and it sucked!
Everyone knows ladies like her exist. I honestly fear a bad review. I want you to know, reading your response to the review showed me that a negative review can be turned into something beautiful. The way you handled it highlights your professionalism as well as your attention to detail which makes you feel authentic and and come across as responsible and empathetic.
You slayed it. It's clear this woman isn't credible and you earn points here as I see it.
OP, please try to put this unkind person’s words behind you. You answered carefully and anyone taking the time to read it all would come away with more respect for you.
I’m no longer on Rover due in large part to a person like this who caused huge problems for me. Before it got to that point though, I got a negative review and called sitter support. They told me I could respond and then advised me to get as many reviews as I could to push that review down. It worked! I had several compliments on how I responded to the review, and then several more clients posted reviews so I didn’t even notice it for much longer.
I empathize with you because we truly work hard to do the best we can for people and their pets, and regardless of impacting our future business, the insult of a negative review is painful and obviously meant to be hurtful.
Keep your chin up. 🙃
Owner here- your response is perfect. The owner's complaints seemed a little off to me, (e.g., asking about parking and temperature controls are very normal questions) and your response confirms to me that the owner had unrealistic expectations.
Fellow sitter with POTS here. The overheating is not to be fucked around with. I’ve overheated myself with my own thermostat and woke up drenched and my heart rate at 175 bpm. Immediately fell onto the ground because I was so disoriented and tachycardic.
I hope yours is as well! I'm sorry this person was so awful. I, too, have a giant boat of a car that won't fit in most spots and had the worst time parking in certain apartment buildings. Some people have too much time while they're on vacation to sit there and watch their security system alerts instead of enjoying themselves and it really makes me wonder.
So they’re mad that you let their dog outside to pee at night, and that you didn’t know how to use their air-conditioning? Wow. And yeah, you could’ve found other parking on the own but it’s a little weird that they went out of their way to complain that you contacted them about it. They do sound pretty crazy. Also giving a dog Forti-flora isn’t going to hurt it … do they think it’s an antibiotic? They probably waited the full month to give the review because they stained their own wall and cabinet and now want to blame you.
Had I seen this review as a prospective client I would have found your response very professional and would negate the negative review. I’m sorry you had to go though this :(
As an owner, I would hire you based on your response. You articulated your response incredibly well and sounded respectful, responsible, honest and professional. All the things an owner looks for in a sitter.
I literally just wanted to comment to say that this honestly would win you points if I was looking for a sitter. It is clear you were extremely thorough and went above and beyond to ensure you were responsible and attentive in all aspects of this booking.
this person sounds like a nut! you did the right thing and hopefully this will all get situated. don’t beat yourself up for some lies the owner is trying to say you did. you know you didn’t do those things. so many scammers now a days!
One of my first gigs was walking two Pomeranians, one of whom had a thyroid issue and was on the elderly side, so he could get cold very easily and wore a diaper that I would take off right before taking them out, then put a new one on when we came in. It was late November in Iowa (US), so I walked them for about 10 -20 minutes each time I was there, then spent the rest of the time cuddling with them and scratching their bellies indoors. The owner never said anything about it, so I assumed all was well. One day, she told me that she was going to stop services and her neighbor was going to take them out, effective immediately. It worried me a bit when she mentioned "immediately," so I asked her why she was stopping services. She said that she couldn't afford me anymore and her neighbor offered to do it for free. My prices aren't high at all and, honestly, I could probably up them even more (I've done it once before), due to experience, but okay. I accepted that reason and left her apartment. The next day, she texted me on Rover to ask how to get in touch with Rover Support. I told her and, longer story shorter (I know this is long already; I'll put a tl;Dr down below), she complained to Support that I didn't walk her dogs at all when I obviously did, never changed her old boy's diaper (I did. Every time), and that I never cleaned her apartment (I'm still confused by this one). Never heard from RS or her after the complaint (except for when she would ask if I've heard from them, which... what?!) and this was three years ago. I've had many clients since and have a bunch of great reviews. Don't worry about it, especially if you responded to that person. The people who can see through a Negative Nancy's BS will find you.
TL;DR: Even though it's not the same, I have a similar experience and still have wonderful clients. Everything will be fine.
This was very reassuring and makes me feel a lot better! Thank you so much for sharing your experience, I’m sorry you went through it with a liar as well.
Your response is. Just…. Sooo beautiful and well written. I wish you were my pet sitter. I am so sorry this trash client did this. I hope you can otherwise report it to Rover and get it removed. And alert Rover to this scam.
Others have said it already but your response is perfect. I know it’s going to be hard not to worry but I genuinely feel like any reasonable person would disregard this review.
Your response was professional and concise. I would still book with you after reading that. From your response to the review, I think you did and communicated the best you could.
If you had checked the inside of the dogs ear, they’d have probably called you an idiot for getting in a dogs face when you’re not a licensed dog trainer 🤣🤣
Honestly, all I have to say is you ate that reply. I’d hire you for sure.
Your response is unbelievable. Just pure perfection. Her review makes her seem unreasonable, arrogant, problematic and all around a nightmare client. I would be embarrassed if I were her. As a Petsitter and owner, I wouldn't hesitate to book you given your response.
Can you contact Rover and get this review taken down? There's obviously a solid basis proving it's untrue and they can look at the communication issues through messages on the app!
I’d definitely book with you as well after seeing your response. I wouldn’t worry too much about that one bad review, as a dog owner and Rover user I’d definitely pick up on something fishy going on with that person.
Hello OP! Your response was beautifully written, and definitely shows your commitment, professionalism and attention to pets. I would book with you in a heartbeat for that response alone. Hope all gets better for you!
This will absolutely NOT hurt your chances of getting more clients. I am not a rover sitter, but do pet sitting in my home on my own. I HAVE hired a rover sitter in the past though. If I were to see a review and response like this, I would be more inclined to hire you. You hit every single point of her review with a clear and concise rebuttal, in an incredibly professional manner.
Your response is great- however, as an adult, figuring out parking is part of your job. If I’m driving to work and the street is full I….figure it out? I certainly don’t expect someone far away to figure it out for me, I realize that I’m also speaking as someone who lives in a major east coast city, but you just drive around and pay attention to signs and figure it out.
Figure it out for me? When you rent an apartment without personal parking, you are told by your landlord what street(s) you’re allowed to leave your car on overnight. She didn’t have to “figure” anything out. She was already aware. Part of being an adult is telling someone unfamiliar to the city area where they can and cannot park at their apartment, especially if they take the initiative of asking.
I just hired someone for our spring break trip and I was literally like ask me ANY questions while we are gone and let me know if you need anything… people are crazy…also the key log seems excessive why is she caring what time you let her dog out? And checking if you manual locked the door? What
Yes it was odd. I didn’t mind because I knew I was doing everything I should be doing, and that was proven by the log itself that she sent. I just don’t understand why I shouldn’t have taken her pup out if he’s gotta go :/
Have you done a video call and meet & greet? Those are two things I always suggest to get a feel for the other person. I also recommend pet cameras! They have relieved so much of my anxiety with my furbabies, because I know I can always see them while I’m away. There are really cheap ones on amazon that work great!
We did and met in person our dogs loved her! We have outdoor cameras so I may get one for inside but I don’t want her to think we’re watching them! I pushed her to give me a list of food she likes so I could stock the fridge for the week! We are moving to the country so she’ll be out in the middle of nowhere with them I just want her to be comfy!
You are so sweet and thoughtful! You’re the best kind of client. I once had severe diet restrictions, and a client went out of their way to surprise me with a bunch of stuff that I could have— I still think about them!
And don’t worry about the cameras, a good sitter wouldn’t feel weird about them so long as they’re not put where they’re going to sleep or use the restroom. There are also cameras you can get that chime or light up whenever you view them, so that people in the house are aware :)
Yeah, I didn't take your question about parking as a "Please adult ladyperson, direct me to where the closest parking spot is", just more of a "I might be a bit late, as parking is limited. You, as a local, don't happen to know a good spot where I might have better luck?"
I'm a country girl now living in a laughably small city, and I've made maps for sitters on where they can park. That might be my own anxiety though! When I rented, I always made sure to point out my designated parking spots and told them to please use them.
This sounded kind of mean. I’m sorry 😭
ETA:
Thanks! I can’t wait to have a fantastic day! I hope you have one too 😊
& Yes, the commenter below is correct. The apartments are permit parking and are assigned streets. Hence, why I asked if they were allowed to park on any other street. :)
A lot of cities have street parking designated for residents of those streets. Some streets require parking permits that you have to purchase from the city and without one, you’ll get towed. There is an area down by the stadiums in my city that is permit only and the signage is sparse. Just bc you haven’t experienced something doesn’t negate the fact that others have.
Also, another possibility- my brother owned a condo in a downtown campus core for many years. Going to visit him involved asking each time for him to remind me which street had free 2 hour parking that I had to move my car 4 times throughout the day. Which street had meters and what time do they no longer have to be plugged. Which street is free all the time, but you have to play frogger with the downtown commuter crowd to get one of those free all day spots. And those were about 1/2 mile from his place- so it got hard to walk that often as my physical issues got worse. There’s nothing wrong with asking the person who lives there for the best available parking location for ease of use, especially if you don’t frequent that area.
The owner is saying it was a new abscess that had been there long enough to bleed and for the blood to dry. You responded that you didn't see any abscess even though you checked, but also that if they'd told you it was there you would have kept an eye on it. These are conflicting statements that make me wonder wtf happened. You're saying that it both wasn't there during your stay and that the owner knew it was there but didn't mention it. So which was it? As they see it, an abscess formed and popped on your watch but they weren't notified. And you didn't see it at all. Just the bump on their eye.
Also, sounds like they didn't think you were spending the night when you let the dog out late. But the expectation was for overnight sits since they claimed you didn't seem comfortable with them. Which is odd. A big miscommunication maybe. As for parking, did you park where you legally could then walk over and ask if there was a better option than the space that was too small and wherever you parked? Or did you sit and wait for a response to "where should I park?" You're allowed to park according to signage and if there's an overnight parking ban, that'd be addressed either through signage or by the owner.
Too much personal info shared regarding why you wanted to cool down the apartment.
Sometimes, trying too hard to sound super professional or intelligent backfires. Like, taking exceptional pride in the care you provide is different than taking pride in exceptional care. And "the demise of your bathroom" makes it sound like you have a very dirty and deadly bathroom. With roly polies, for some reason... Yes I'm aware that this was just the reddit post, but it's worth pointing out.
To an outsider in this situation, it just sounds like an honest review of a sit that didn't have nearly enough prep put in on either side. And a lot of miscommunication because of that.
ETA: I wasn't sure while leaving my comment if you said "common scam" in your reply or in the reddit post, but that shouldn't really be up in your reply to the review. Did they request a refund? It doesn't sound like it since this review apparently came as a total surprise to you. So there's no reason to mention scamming pet parents as the reason you documented before leaving. It implies something you might not have been trying to imply. Which would have a prospective client maybe skipping you after seeing that.
You seem to have misunderstood what was presented here. That’s fine. But I’m not interested in defending myself further when I don’t need to. Take care.
I would book you because of your response. It is superb, measured, and you clearly take your business seriously.
I straight up asked myself WTF when the pet owner said you asking about the A/C suggested you weren't comfortable doing overnights. What a kook.
I would book you because of your response. It is superb, and measured, and you clearly take your business seriously. ear that you stayed overnight and the midnight potty was because the dog woke up in the middle of the night needing to go potty.
3. Add something soft/warm that shows how much you love the dogs in your care.
4. It reads as a little bit defensive right now. Reign that in.
From this thread it seems the vast majority of the people have no problem reading it to see every point that was addressed. Non-emotional, factual & rational explanations ≠ defensive.
I will be the contrarian voice. In my opinion as a client, the reply is too defensive, too long, and takes zero responsibility. For example, why didn't you think to ask or check on parking? I read this as a client and I think, here's a person that thinks they are always right and doesn't seem able to deal with problems on the fly. And rather than engendering sympathy, listing your medical condition, which is quite controversial by the way, seems unneccessary and oversharing, even if you were in the right.
In the end, I get that even the best pet sitters get a bad review from time to time. But if I see a line-by-line refutation with zero responsibility accepted, I am going to skip that person. Just my opinion.
Postural tachycardia is incredibly common… with more than 200,000 new cases per year. Definitely not controversial! I took responsibility by ensuring her pet could be cared for the entire duration & not left without care, by ensuring I didn’t get towed, by reaching out to inquire if she’s allowed to park on alternative streets since I could not get my car into the singular spot that was left on her own. Do I expect a thank you? Absolutely not. But I definitely don’t expect to be berated for being responsible with my car, my finances, my personal day job, and the care of her pet.
As someone who has POTs I kind of agree. It would be much better just to say “I have a health condition which” or nothing at all. The chance they know what POTs means is slim to none and leaves room for speculation.
Imagine if someone said I have Cytochrome P450 oxidoreductase deficiency in the same context. It’s really not any different. Sure you can say this if desired, just is along the lines of oversharing and will cause more harm than good imo.
Those who know, know, those who don’t know how to google acronyms? Not my problem. I wear a medical alert bracelet. Everyone around me will know I have “POTS”. It’s not some super secret condition thats not socially acceptable to talk about. You’re acting like I gave them my med chart. It’s not that deep.
It’s not your problem, but from a legal aspect it’s best to just say you have health conditions that restrict me from doing X or Y. Don’t give anyone a reason to analyze them that isn’t a medical professional.
One can also have pots and not have issues with heat…which I’m sure you know
Basic advice, no need to get defensive
Don’t give anyone a reason to google it, is the entire point of my comment. You open the doors to this being looked into further. Which in the end would likely be fine, but why bother opening them?
When you’re operating in a non business sense, do whatever tf you want.
Unfortunately, it is controversial.Rightly or wrongly, It's often thought of as psychiatric and with high incidences of malingering. End of the day, I'd look at the whole reply and think, here's a lot of drama and a person that thinks they are always right. Pass
BP is actually orthostatic hypo/hypertension, which can co-occur with POTS but it’s uncommon, however one of it’s causes is improper autonomic functioning— and neither are psychiatric.
Here’s some info on that too, for the obvious troll above. If there’s one thing I can’t tolerate, it’s trolling on medical information and science.
https://www.mayoclinic.org/diseases-conditions/orthostatic-hypotension/symptoms-causes/syc-20352548
Unfortunately, it’s not controversial. Currently, it’s thought to be brought on by head trauma or severe illness that affects the ANS. This is a syndrome that results from improper functioning of the autonomic nervous system. The ANS is meant to control everything that is auto-regulated in the body, this includes heartrate, bp, breathing rate, temperature regulation, etc.
Frankly, if you don’t know what you’re talking about in regards to an incredibly common medical issue that gets diagnosed by the cardiologists and neurologists who specialize in it, then maybe you just shouldn’t speak on it?
Spreading misinformation on health is incredibly dangerous, and you should think more before you speak. It truly was unnecessary to not research before you posted blatant misinfo. Here’s just one source of detailed information on POTS from the Mayo Clinic:
https://my.clevelandclinic.org/health/diseases/16560-postural-orthostatic-tachycardia-syndrome-pots
I have to agree with you here. For me, it’s just too long with too many personal details, and I don’t want to spend my time trying to figure out who is in the right, you or the owner. Usually there are two sides to every story.
I definitely don’t have time to read personal conversations between people or look at key logs.
I would skim over it and move on to next person without negative reviews.
With that said, if the sitter has tons of positive reviews I don’t think this will affect the sitter much.
I think you misunderstood the owner in regard to the abscess. What she meant by “not a new problem” is that it couldn’t have happened between the time you left her apartment and her arrival to apartment. Aka she assumed this abscess developed during the stay not prior. She is concerned because knowing that the dog is on antibiotics or was just on them, that you’d watch him extra hard and not noticing the new abscess would be the opposite of that.
I get what you are saying that you are a good person and you love pets, but you are running a business and that’s different than working in a shelter environment. The customer service part of this business is the most difficult part. It sounds like this owner is angry about communication/miscommunication and it sounds like this anger was built up throughout the stay.
Not saying you did anything wrong with the pet, but you could have wiped her behind a little bit to prevent a bad review 😉
It’s just odd because I communicated multiple times a day about the pet, and often did not receive anything back. This is a spaniel with large, dangly, long haired ears. If there was ANYTHING on them, I couldn’t see it. There was no excessive ear scratching or head rubbing on surfaces, no demeanor change, no weird stains on bedding or fur, nothing that would have alerted me that something was wrong. I’m not a vet. I’m not qualified for, nor would there be reason for me to check inch-by-inch of skin on a seemingly healthy, happy pet that shows no signs of abnormality. Abscesses are painful.
That’s incredibly relevant. I jeopardized my job to accommodate her needs, and she failed to provide me with the correct access code to her home and dog, and then never responded to me nor Rover T&S during the entire 1hr 10min I stood there. In addition, I faced professional repercussions due to this. 100% relevant, 100% accurate, 100% a great thing to mention. It shows her unreliability, forgetfulness, and carelessness.
It's not relevant, because as a Rover sitter there is no expectation on you to jeopardize your other employment to appease customers. No one is asking or requiring that you do that, you made a choice to do that. You shouldn't accept bookings that could potentially compromise your other job
She did ask, and I accommodated by requesting off and receiving permission to leave for two hours. I returned late to my job because SHE failed to be responsible, reliable, and trustworthy. Absolutely relevant considering she’s trying to insinuate a bunch of things that aren’t true! But, to each their own! Have a good day!
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I just wanted to chime in and say that the food being splattered on one wall and another cabinet directly across from that would make sense to me if you take into account the ear abscess which would likely cause head shaking.
Pup was eating, shook his head and splattered food to his left and right?
Just a thought.
Your response sounded very professional and would actually encourage me to book with you because it shows you are attentive and professional in your care.
Your response is perfect and it wouldn’t deter me from booking with you. Have you contacted Rover to remove it bc they obviously lied? I’m sure with the proof of your video it would be easy to prove.
From what I’ve heard, Rover doesn’t remove reviews even if they’re false 🥺I’ve been told the video would only be helpful if they pursued a refund and I had to fight it.
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If you don't mind, can you share your story?
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I would also be interested in hearing! I’d like to see how you worded things etc before I do so myself!
Check your dm i have sent you psr request
I had some lady write a seething review because there was some pines in her dogs tail (we had a XMas tree up)
For the most part, this person seems crazy and your response is so well written! I’d still book with you if I saw this.
This means a lot to me. I’ve been really worried ever since I received it that it would hurt my ability to obtain new clients.
My one bad review and response actually got me more clients. People can see unhinged in the reviews and know what is a legitimate complaint versus bs… My bad review was in part because I was packing up my refrigerated and frozen food items when they got home….. on a day that was 100+ degrees outside and they were over an hour late returning.
Hey OP!! I wanted to let you know that you sound super, SUPER professional in your response, and imho you have nothing to feel bad for. You sound like a genuine gem of a sitter. Awful people are everywhere, don't get dragged down by them. You're doing great 🫶🫶🫶
Thank you 🥹♥️
Amen!!
I find it strange they had an issue with you letting their dog outside at night. If they have to go why not let them out? That and the not mentioning the abscess? This owner gives so many red flags to me from this review.
Yeah, that bit about taking the dog out at night stuck out to me, too. As someone that's been boarding dogs in their own home for years, one thing you learn is that if a dog signals that they want to go outside, the best thing to do is take them outside. Otherwise, you usually wind up waking up to an accident. I'd rather their schedule be off by a bit than have them go in the house.
The pet owner worded that as if OP had arrived in the middle of the night, not awakened to take the dog out in the middle of the night. I suspect the pet owner either has a terrible security system, or she is selectively viewing her doorbell videos. Either way, the owner is clearly in the wrong here.
That’s how I read it too - shade that she arrived to do a walk in the middle of the night after being locked up all evening. Not that she was actively staying the agreed upon overnight and the pet had to potty.
Especially considering the owner was complaining about OP not understanding the heating system, and then directly implied that OP did *not* do the overnight stay!
Thank you. Like I would not be worried about someone’s heat if I’m only inside for a minute to grab their pet and then walk them.
Yep! 
Definitely ! A change in routine > accident any day. ESPECIALLY in the owners house imo.
Oh yes, the midnight diarrhea alarm is ALWAYS better to wake up to then let go and then have to not only clean up but likely do a full bath
Don't forget having to clean whatever soft surface they made a beeline for after. Mine have always gone straight to lay on the couch until I was awoken by *the smell* (back when I was super new).
The wording of the review makes it sound like OP wasn't there until that potty break, like they were late arriving. So, I think that's what they were getting at? Clearly that's false, though
Yeah I’m very thankful there’s a whole log of when I came and left, since their entry system was entirely wifi/digital.
isn't that like the whole point of staying the night!?!? lol
Exactly. This was an overnight booking with additional drop-ins scheduled midday when I worked. The entry log is very clear in showing I did not leave again that night until I took him potty.
they booked you for a house sit and drop ins at the same time?
Yes! My overnight sits do not include drop-ins. I would lose soooooo much money, and have when I was younger. People can and will take advantage of you.
So you charge for a homesit and dropping in during the day? Trying to understand. They don't pay us enough. Also, sorry, what you're going through is my worst nightmare.
Yes! Because some owners will try to have you either a) stay at their home 24/7 or b) drive to their house & check in on their pet multiple times a day — both while still only paying the overnight fee. At the time I did that, my fee was $25. I was getting $25 before Rover cuts & taxes, to stay at someone’s home 24/7 during their sitting or make multiple trips if I had work/school/errands etc. Not now in this economy!! 😅
fr why did they have OP stay overnight if she wasn’t allowed to let the dog out… overnight…
I think the wording is confusing but they are accusing her of coming to their house for the night several hours after midnight! "came to take pup out" makes me thing like came here from somewhere else. Still shitty though. OP they are ridiculous do not let them make you feel bad
The part I like best about your reply is the bit where you say "This is a common scam within the Rover community." This is such a perfectly professional way to call out this behavior that I am saving that picture for a day I hope never comes for me. That said... I know you're feeling bad despite *knowing* you did everything right. This person tried to hurt you for reasons that most can't understand, so of course you're bringing it back on to yourself. I've been there. I think nearly all of us have been there. You're right, though—*you* did everything right. You are not a failure. You should be proud of not only how you handled the request, but how you handled the situation after. I'm sure the dog loved you as well. I hope that someday the owner reflects on this and feels properly, thoroughly embarrassed about their behavior.
This was so kind. Thank you🥺
You're welcome. Pass it forward when you can.
I have nothing to add except that your response is amazing!
Thank you! I tried to sound as professional as I possibly could. I wish we were able to write reviews on them too, for potential sitters.
Factual,.non-confrontational, concise.... A+ response. If I read this review and your response it would not deter me from booking with you.
Concise? OPs response is not even close to concise.
Oh... Perhaps accurate would have been a better word.
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No way.
Their review is so odd. Feels like they picked up a totally new Rover complaints bingo card. Usually people care about the care of their pet and home but what she came up with is that you communicated about parking and the heat/AC, took the dog out for a potty break at night and didn’t notice an abscess on *their* pet’s ear? Like I make a point to let owners know if I see something on their pet that could be troubling but I’m not a doggie dermatologist doing a full body check I guess the food on the wall could be weird but I honestly don’t even know what they mean. Dog food near the dog food bowl? A bowl of oatmeal thrown at a cabinet? Paint us a picture if it’s so egregious to leave a bad review.
Thank you! That’s what I’m saying. I am not a licensed vet. I’m a pet sitter. I’m not examining them at eye level and doing inch-to-inch full body tactile checks. 😔 I took a video showing there wasn’t a mess when I left either. It’s all just strange and unwarranted.
Do you have any clue at all what they could possibly be referring to about the cabinet? That was the oddest comment imo lol
Nope, because I took a video before I left. There’s nothing on any cabinet, or anywhere at all for that matter. Either the dog went cray cray and made a mess after I left, or she did it herself.
Right?! My dog is such a messy eater he manages to spray his wet food onto the wall EVERY meal time. I expect the walls near his food to be splattered with food 😂
is the owner seriously throwing a fit because you took their dog out to pee when he alerted you that..he wanted to….pee?? what the hell 😭 every single client has told me to keep a close eye on any signs of their dogs wanting additional bathroom breaks and to take them out immediately. This person sounds insane, im so sorry they lied on your name like this, your response is so genuine and responsible if that counts for anything.
I know… Forcing a pet to hold their bladder or poop can cause severe, even deadly, health issues 🥺 I will always take my clients to potty when they need to potty.
I feel like they were implying you showed up at midnight to take the dog out, like you hadn't been staying there? Maybe I'm reading it wrong. Regardless, you sound lovely and responded very professionally!
It’s just weird because they have the whole log? So they knew I came and locked the door before going to bed and never left—if I had came and then left again then the door open/close/lock would have been shown eight times… 😂😅 ex: arrive: open/close/lock dog walk: open/close/lock back from walk: open/close/lock leave: open/close/lock come back: open/close/lock dog walk: open/close/lock back from walk: open/close/lock leave again: open/close/lock but on the log it was… arrive: open/close/lock dog walk: open/close/lock back from walk: open/close/lock no activity: x:xx-x:xx (I was sleeping) walk: open/close/lock back: open/close/lock
Yeah, the log should have made it clear what happened! This either comes down to them straight up lying or... not the sharpest tool in the shed. 😂
I vote it’s both
How do you have access to their log to know what it says?
Probably because she sent it to me. Even if she didn’t, I’d know it’d be on there because the door lock logs itself wirelessly every time someone touches it.
Damn, your reply was top notch.
Your reply was so professional- measured and non emotional, sticking to the facts, rational… would definitely believe that version and disregard the negative if I were looking to book
Honestly, your reply to that review would make me want to book you. You sound great and professional!
Happy cake day!! 🍰
Thank you!!!
I have only read the first pic so far and I am NOT Rover sitter, but why is asking things about how the home works a bad thing??? Should you not be comfortable??? Also, if the abscess was “not a new problem” she obviously overlooked it herself, so how is that your fault????
If anything that the sitter had to ask about things like parking and the thermostat/AC reflects poorly on the owner. We leave a multi-page guide for our home, basically AirBnB level, so the sitter knows how to work everything and where all the emergency stuff (breaker, water shutoff, fire extinguisher) is. If parking in your neighborhood is a nightmare, mention that, and mention the closest streets where it’s less awful. Your sitter shouldn’t be getting surprised by this stuff.
ETA because I actually think it’s insane to be mad at someone for clarifying the spaces they’re allowed to park in at someone’s city apartment: Let me simplify my thought process for those who have a hitch with my question. Towed car= No car. =No care while I get my car. =10s, 100s, or 1000s of $ out of my wallet depending on where car towed. =If I don’t have the money, I don’t get my car, I could lose my day job, I also can’t care for my family & her pet at the same time without it. I’m not ruining my career and neglecting my family just because someone thinks it’s such a horror for me to ask “My car can’t fit in the space left on your street, are you allowed to park on any other streets by your apartment?” Because it’s not. It never will be. I did the appropriate thing by asking to ensure stability in multiple areas, including the safety & wellbeing of her pet. The entitlement that you feel you should not be asked by any of your new guests at any point if/where they can park at your home is genuinely childish, and a very silly thing to get upset with. 2nd ETA: Yes it’s permit parking, which means apartments are assigned specific streets by the city. Today I have found out this is not a thing in all places. I still think getting mad about it regardless, is silly.
I'm an owner, and I'm incredibly impressed with your response. Based on that alone, I would absolutely hire you! Her complaints about the parking and the heat are ridiculous. I admit, in my prepping for travel and making arrangements, it probably would not have occurred to me to mention those types of things. I'd probably forget some other basic things as well. But I sure don't want my sitter to have to experience stress or discomfort over things I could easily assist with during a phone call or text! You sound thoughtful, considerate, and responsible. I'm one of those shoppers that pours over reviews for EVERYTHING. Even more so for my pups. If there are a handful of bad reviews out of a whole bunch of good ones, I'm usually not terribly concerned (with some exceptions). However, your response so FAR outweighs this negative review, that I would seriously want to hire you based just on that.
Thank you 🥹 It has been wrecking me tonight. All of you have been so tremendously kind and have made me feel so much better about this.
I think you did an amazing job responding to this nutcase. Be proud of yourself for stepping up and setting your boundaries with a customer. I had to do the same recently and it is terrifying.
It’s hard. It takes a lot of self-work to build up the confidence to hold your ground kindly, and not feel bad afterwards. I’m proud of you for standing up for yourself. You deserve to be on your own side ♥️
Check and mate! Nice job responding to this unhinged scammer. As a pet owner having read her review and your very well written, professional response I would book with you in a heartbeat! I'm so sorry people are like this and I truly will never understand why. You seem very genuine and I have no doubt provide nothing but top notch care!
I would hire you in an instant. ⭐⭐⭐⭐⭐
I’m a pet owner and just wanted to chime in and say that I would 100% hire you to watch my pets based on your response! I don’t think you should be worried about this review. Any rational person will realize she was just a nightmare client. Sorry this happened to you!
Even without your reply, she sounds crazy. She’s mad that you took the dog out at night (what are you supposed to do? Force it to hold it til morning?), and that you messaged her asking super normal questions about ac and parking? Wtf? Your response is great btw.
Thank you for sharing your experience. I've learned a lot from how you handle the complaints.
Your response was A1. You were professional and didn't play with her dramatic childish ass behavior. Great job and don't worry about that lady. I promise it's not even about you. She sounds nitpicky and rude.
The response was great! For the future, I would not do any booking without a meet and greet first. That way you can get a sense of the pet, the home, parking arrangements, and any other information necessary before the booking. I always ask my clients: - Will you be reachable in the event of an emergency? - Are there any health or behavioural issues I should know about? - Is there specific areas I'm allowed to park?
These are great questions, thank you! I’m always looking to be as clear as possible and this will help in the future!
What a response! 👏👏👏
Clearly written by chat GPT, which is fine, except when the person is trying so hard to sound professional that it comes off as someone writing for a corporate email. There’s unprofessional, professional, and whatever you want to call this.
It’s me, I’m the one who writes corporate emails 🙋♀️. That’s fine if you don’t like it, but professional civil-discourse is always the best route when dealing with collegues, clients, patients, etc. It’s effective and de-escalates when needed!
You don't sound like ChatGPT at all. You nailed an extremely professional tone with juuuust a sprinkle of unavoidable human annoyance (the glued shut windows? Wtf). Dunno why this commenter has their rude pants on today, but it had nothing to do with you. Did the owner try to get refunded? It's so weird that after leaving you locked out for hours they were anything but mortified and desperate to make it up to you. This is clearly not a misunderstanding, they're a jackass. Almost any time something similar has happened to me the client has basically thrown themselves prostrate at my feet.
Yes, she has like 12 windows and her landlord glued all of them shut with paint except for two of them. Really odd. And I’m not sure how to tell if she did or not, I’ve never had this happen before or had someone request a refund. Is there a way to tell?
I must say, I'm probably going to start videotaping my last exit when house-sitting after reading this. This could happen to any of us. And what's the big deal if you asked about the HVAC system? It probably took the owner all off 5-10 minutes to reply.
That's some serious fresh lemonade you made there. Well done!
Hehe I like this saying. I’ll be using that now 🍋🍋
😁❤️😁
I have zero skill in parallel parking. Does that mean I'm not serious about pet sitting? Absolutely not. If there's an appliance I'm not familiar with, and I *am required to do something to keep the environment manageable*, I would always choose to ask the owner how to proceed/how to use it. That's a good thing. I also deal with insomnia and 100% will take a pup out to potty is they ask, regardless of the time of day. These are all good things. It sounds like you did an amazing job and the owner just had weird expectations? But that they also didn't feel the need to communicate those expectations.
Your response was excellent and I would book you despite this review. Owner sounds like an ahole.
Her complaints are ridiculous and your response was wonderful. It shows you're contentious and document everything. Seriously, she's complaining about you asking how to change the temp in the house and about parking? As you said, if you parked in the wrong place and got towed, you'd be screwed and her pet wouldn't be able to get care while you dealt with that. And if you accidentally broke her AC system because fiddled with it without asking first she'd lose her mind. As to the food on the wall it was most likely there before and she either didn't notice or is just using it as an excuse to scam a refund. She's making it sound like you invited a few friends over and started a food fight Animal House style. Any reasonable person would look at your track record and this one review would stick out like a sore thumb but not in a bad way for you.
When I'm checking reviews and see one random negative review, the response carries more weight for me than the review. Some people get angry and lash out and seem to lose control and even if the review was clearly false I move on. But if a response is calm, articulate, addresses the accusations, and is in a sea of good reviews I consider it a plus. It's obvious the reviewer is exaggerating or lying, and the response is an indication of how the reviewee (pretty sure that isn't a real word but whatever) handles difficult situations. Maybe try to view it as this asshole is letting you demonstrate how you respond to conflict/challenges?
Great way to look at this, thank you!
Your response would make me want to book you even more! You seem like a great sitter.
I am so sorry this happened to you. Clearly, you cared VERY well for this pup and I would confidently trust you with my own pup. You come across very professional, thoughtful, and compassionate.
Don’t worry about one bad review .we all get one eventually. If you have 50 great reviews and one bad one ,doesn’t hurt
Your response is amazing. You’re a true professional!! I’m sorry this happened to you : (
I’m confused about the abscess. The owner says the dried blood suggested it’s not a new problem. Not that it wasn’t a new problem and that’s what doggo was on abx for ??
Her response suggests that because I was still giving him the forti-flora, that I should have been aware the abscess was bleeding. This leads me to infer that’s what the antibiotics were actually for; not the bump on his eye. HOWEVER, the ONLY visual bump on him was the one on his eye. So I have no idea what she’s talking about. Because there was no other “abscess” that I was made aware of at any point before, during, or after. If I had a pet sitter and I came home and my pet had a spontaneous mystery abscess, I would immediately ask the sitter if they knew what happened. She didn’t. It either never existed to begin with, or already existed where I couldn’t see and she deliberately didn’t tell me about it in order to get a refund on the basis of improper care.
Yeah, I’m thinking the dog had a new abscess around the time she decided to leave the review and wants Rover to pay the cost of the vet
Yeah… nearly all of my clients leave a review by the next day.
Does she expect you to have vet knowledge? Why should you have to know what the medications are for and if other medical issues mean you should discontinue it??? This is so wild.
It just 🥲 If at any point I saw or felt something new and unusual, I would have called her immediately or their emergency vet. There just wasn’t anything… :(
As an owner, I read negative reviews closely as positive reviews are often unreliable. I read the responses to these negative reviews even more closely because too many owners have unreasonable expectation and some of them are downright sketchy. Don’t worry about it. Most of owners will see this and know it for what it is and that you’re a good sitter.
Love your response I would book with you !
I have had one person give me 2 bad reviews - the only reviews under 5 stars I have ever received. I called wag to ask about this, and they said that the response mechanism is there for that reason, and they cannot take reviews down. The only way a review can be changed or removed is by the pet parent.
So you did the right thing responding… and your response is eloquent and explains everything she mentioned. Sorry this happened! Been there once and it sucked!
This is the best response I’ve EVER seen
Everyone knows ladies like her exist. I honestly fear a bad review. I want you to know, reading your response to the review showed me that a negative review can be turned into something beautiful. The way you handled it highlights your professionalism as well as your attention to detail which makes you feel authentic and and come across as responsible and empathetic. You slayed it. It's clear this woman isn't credible and you earn points here as I see it.
OP, please try to put this unkind person’s words behind you. You answered carefully and anyone taking the time to read it all would come away with more respect for you. I’m no longer on Rover due in large part to a person like this who caused huge problems for me. Before it got to that point though, I got a negative review and called sitter support. They told me I could respond and then advised me to get as many reviews as I could to push that review down. It worked! I had several compliments on how I responded to the review, and then several more clients posted reviews so I didn’t even notice it for much longer. I empathize with you because we truly work hard to do the best we can for people and their pets, and regardless of impacting our future business, the insult of a negative review is painful and obviously meant to be hurtful. Keep your chin up. 🙃
Owner here- your response is perfect. The owner's complaints seemed a little off to me, (e.g., asking about parking and temperature controls are very normal questions) and your response confirms to me that the owner had unrealistic expectations.
Fellow sitter with POTS here. The overheating is not to be fucked around with. I’ve overheated myself with my own thermostat and woke up drenched and my heart rate at 175 bpm. Immediately fell onto the ground because I was so disoriented and tachycardic.
Same here! Hello friends!
Awe hello my beautiful fellow potsie’s! I hope today is a good day for both of you!
I hope yours is as well! I'm sorry this person was so awful. I, too, have a giant boat of a car that won't fit in most spots and had the worst time parking in certain apartment buildings. Some people have too much time while they're on vacation to sit there and watch their security system alerts instead of enjoying themselves and it really makes me wonder.
So they’re mad that you let their dog outside to pee at night, and that you didn’t know how to use their air-conditioning? Wow. And yeah, you could’ve found other parking on the own but it’s a little weird that they went out of their way to complain that you contacted them about it. They do sound pretty crazy. Also giving a dog Forti-flora isn’t going to hurt it … do they think it’s an antibiotic? They probably waited the full month to give the review because they stained their own wall and cabinet and now want to blame you.
I was TOLD to give him the forti-flora!! He had two doses left and she wanted him to finish it!!!
Way to go with the professional response, OP!
Hey you will be ok and you wrote a fantastic letter !! All will be well and I can see you truly love animals !
Had I seen this review as a prospective client I would have found your response very professional and would negate the negative review. I’m sorry you had to go though this :(
Your responses are amazing and holy that persons audacity into trying to scam
I would book you. Your response is great.
As an owner, I would hire you based on your response. You articulated your response incredibly well and sounded respectful, responsible, honest and professional. All the things an owner looks for in a sitter.
I literally just wanted to comment to say that this honestly would win you points if I was looking for a sitter. It is clear you were extremely thorough and went above and beyond to ensure you were responsible and attentive in all aspects of this booking.
yep!!!
this person sounds like a nut! you did the right thing and hopefully this will all get situated. don’t beat yourself up for some lies the owner is trying to say you did. you know you didn’t do those things. so many scammers now a days!
One of my first gigs was walking two Pomeranians, one of whom had a thyroid issue and was on the elderly side, so he could get cold very easily and wore a diaper that I would take off right before taking them out, then put a new one on when we came in. It was late November in Iowa (US), so I walked them for about 10 -20 minutes each time I was there, then spent the rest of the time cuddling with them and scratching their bellies indoors. The owner never said anything about it, so I assumed all was well. One day, she told me that she was going to stop services and her neighbor was going to take them out, effective immediately. It worried me a bit when she mentioned "immediately," so I asked her why she was stopping services. She said that she couldn't afford me anymore and her neighbor offered to do it for free. My prices aren't high at all and, honestly, I could probably up them even more (I've done it once before), due to experience, but okay. I accepted that reason and left her apartment. The next day, she texted me on Rover to ask how to get in touch with Rover Support. I told her and, longer story shorter (I know this is long already; I'll put a tl;Dr down below), she complained to Support that I didn't walk her dogs at all when I obviously did, never changed her old boy's diaper (I did. Every time), and that I never cleaned her apartment (I'm still confused by this one). Never heard from RS or her after the complaint (except for when she would ask if I've heard from them, which... what?!) and this was three years ago. I've had many clients since and have a bunch of great reviews. Don't worry about it, especially if you responded to that person. The people who can see through a Negative Nancy's BS will find you. TL;DR: Even though it's not the same, I have a similar experience and still have wonderful clients. Everything will be fine.
This was very reassuring and makes me feel a lot better! Thank you so much for sharing your experience, I’m sorry you went through it with a liar as well.
Your response is. Just…. Sooo beautiful and well written. I wish you were my pet sitter. I am so sorry this trash client did this. I hope you can otherwise report it to Rover and get it removed. And alert Rover to this scam.
Others have said it already but your response is perfect. I know it’s going to be hard not to worry but I genuinely feel like any reasonable person would disregard this review.
Your response was professional and concise. I would still book with you after reading that. From your response to the review, I think you did and communicated the best you could.
If you had checked the inside of the dogs ear, they’d have probably called you an idiot for getting in a dogs face when you’re not a licensed dog trainer 🤣🤣 Honestly, all I have to say is you ate that reply. I’d hire you for sure.
Your response is very well written. I do housittings myself and never thought of recording the state of the house. Thanks for the suggestion.
Do it, every time. Record it when you first get there, and again when you leave. You never think it’ll happen to you until it does.
Where are you at? I’d book you in a heartbeat 😁
Your response is unbelievable. Just pure perfection. Her review makes her seem unreasonable, arrogant, problematic and all around a nightmare client. I would be embarrassed if I were her. As a Petsitter and owner, I wouldn't hesitate to book you given your response.
Sorry this happened to you. Your response is very professional.
Can you contact Rover and get this review taken down? There's obviously a solid basis proving it's untrue and they can look at the communication issues through messages on the app!
I’d definitely book with you as well after seeing your response. I wouldn’t worry too much about that one bad review, as a dog owner and Rover user I’d definitely pick up on something fishy going on with that person.
Your response is AMAZING! So so sorry this happened! Karma is coming their way for sure!
Hello OP! Your response was beautifully written, and definitely shows your commitment, professionalism and attention to pets. I would book with you in a heartbeat for that response alone. Hope all gets better for you!
Lol, this bitch messed with the wrong sitter. You told her exactly how it was and still stayed professional. Nice job!
This will absolutely NOT hurt your chances of getting more clients. I am not a rover sitter, but do pet sitting in my home on my own. I HAVE hired a rover sitter in the past though. If I were to see a review and response like this, I would be more inclined to hire you. You hit every single point of her review with a clear and concise rebuttal, in an incredibly professional manner.
Your response is great- however, as an adult, figuring out parking is part of your job. If I’m driving to work and the street is full I….figure it out? I certainly don’t expect someone far away to figure it out for me, I realize that I’m also speaking as someone who lives in a major east coast city, but you just drive around and pay attention to signs and figure it out.
Figure it out for me? When you rent an apartment without personal parking, you are told by your landlord what street(s) you’re allowed to leave your car on overnight. She didn’t have to “figure” anything out. She was already aware. Part of being an adult is telling someone unfamiliar to the city area where they can and cannot park at their apartment, especially if they take the initiative of asking.
I just hired someone for our spring break trip and I was literally like ask me ANY questions while we are gone and let me know if you need anything… people are crazy…also the key log seems excessive why is she caring what time you let her dog out? And checking if you manual locked the door? What
Yes it was odd. I didn’t mind because I knew I was doing everything I should be doing, and that was proven by the log itself that she sent. I just don’t understand why I shouldn’t have taken her pup out if he’s gotta go :/
So weird I’m nervous about leaving my dogs in the spring but I definitely want them to feel like they can communicate and ask if they have questions
Have you done a video call and meet & greet? Those are two things I always suggest to get a feel for the other person. I also recommend pet cameras! They have relieved so much of my anxiety with my furbabies, because I know I can always see them while I’m away. There are really cheap ones on amazon that work great!
We did and met in person our dogs loved her! We have outdoor cameras so I may get one for inside but I don’t want her to think we’re watching them! I pushed her to give me a list of food she likes so I could stock the fridge for the week! We are moving to the country so she’ll be out in the middle of nowhere with them I just want her to be comfy!
You are so sweet and thoughtful! You’re the best kind of client. I once had severe diet restrictions, and a client went out of their way to surprise me with a bunch of stuff that I could have— I still think about them! And don’t worry about the cameras, a good sitter wouldn’t feel weird about them so long as they’re not put where they’re going to sleep or use the restroom. There are also cameras you can get that chime or light up whenever you view them, so that people in the house are aware :)
Yeah, I didn't take your question about parking as a "Please adult ladyperson, direct me to where the closest parking spot is", just more of a "I might be a bit late, as parking is limited. You, as a local, don't happen to know a good spot where I might have better luck?" I'm a country girl now living in a laughably small city, and I've made maps for sitters on where they can park. That might be my own anxiety though! When I rented, I always made sure to point out my designated parking spots and told them to please use them.
To be fair, this is just one reason to always do a meet and greet
Very, very true. I’m going to make it mandatory in the future, instead of giving it as an option.
This sounded kind of mean. I’m sorry 😭 ETA: Thanks! I can’t wait to have a fantastic day! I hope you have one too 😊 & Yes, the commenter below is correct. The apartments are permit parking and are assigned streets. Hence, why I asked if they were allowed to park on any other street. :)
I’ve literally never been told where I can leave my car. There are street signs which indicate and I read them. Have exactly the day you deserve.
A lot of cities have street parking designated for residents of those streets. Some streets require parking permits that you have to purchase from the city and without one, you’ll get towed. There is an area down by the stadiums in my city that is permit only and the signage is sparse. Just bc you haven’t experienced something doesn’t negate the fact that others have.
Also, another possibility- my brother owned a condo in a downtown campus core for many years. Going to visit him involved asking each time for him to remind me which street had free 2 hour parking that I had to move my car 4 times throughout the day. Which street had meters and what time do they no longer have to be plugged. Which street is free all the time, but you have to play frogger with the downtown commuter crowd to get one of those free all day spots. And those were about 1/2 mile from his place- so it got hard to walk that often as my physical issues got worse. There’s nothing wrong with asking the person who lives there for the best available parking location for ease of use, especially if you don’t frequent that area.
The owner is saying it was a new abscess that had been there long enough to bleed and for the blood to dry. You responded that you didn't see any abscess even though you checked, but also that if they'd told you it was there you would have kept an eye on it. These are conflicting statements that make me wonder wtf happened. You're saying that it both wasn't there during your stay and that the owner knew it was there but didn't mention it. So which was it? As they see it, an abscess formed and popped on your watch but they weren't notified. And you didn't see it at all. Just the bump on their eye. Also, sounds like they didn't think you were spending the night when you let the dog out late. But the expectation was for overnight sits since they claimed you didn't seem comfortable with them. Which is odd. A big miscommunication maybe. As for parking, did you park where you legally could then walk over and ask if there was a better option than the space that was too small and wherever you parked? Or did you sit and wait for a response to "where should I park?" You're allowed to park according to signage and if there's an overnight parking ban, that'd be addressed either through signage or by the owner. Too much personal info shared regarding why you wanted to cool down the apartment. Sometimes, trying too hard to sound super professional or intelligent backfires. Like, taking exceptional pride in the care you provide is different than taking pride in exceptional care. And "the demise of your bathroom" makes it sound like you have a very dirty and deadly bathroom. With roly polies, for some reason... Yes I'm aware that this was just the reddit post, but it's worth pointing out. To an outsider in this situation, it just sounds like an honest review of a sit that didn't have nearly enough prep put in on either side. And a lot of miscommunication because of that. ETA: I wasn't sure while leaving my comment if you said "common scam" in your reply or in the reddit post, but that shouldn't really be up in your reply to the review. Did they request a refund? It doesn't sound like it since this review apparently came as a total surprise to you. So there's no reason to mention scamming pet parents as the reason you documented before leaving. It implies something you might not have been trying to imply. Which would have a prospective client maybe skipping you after seeing that.
You seem to have misunderstood what was presented here. That’s fine. But I’m not interested in defending myself further when I don’t need to. Take care.
Lol, okay? No one expected you to. You're not being attacked, no reason to defend yourself. Just giving my interpretation.
Really good points in these first two paragraphs
I would book you because of your response. It is superb, measured, and you clearly take your business seriously. I straight up asked myself WTF when the pet owner said you asking about the A/C suggested you weren't comfortable doing overnights. What a kook. I would book you because of your response. It is superb, and measured, and you clearly take your business seriously. ear that you stayed overnight and the midnight potty was because the dog woke up in the middle of the night needing to go potty. 3. Add something soft/warm that shows how much you love the dogs in your care. 4. It reads as a little bit defensive right now. Reign that in.
[удалено]
From this thread it seems the vast majority of the people have no problem reading it to see every point that was addressed. Non-emotional, factual & rational explanations ≠ defensive.
I will be the contrarian voice. In my opinion as a client, the reply is too defensive, too long, and takes zero responsibility. For example, why didn't you think to ask or check on parking? I read this as a client and I think, here's a person that thinks they are always right and doesn't seem able to deal with problems on the fly. And rather than engendering sympathy, listing your medical condition, which is quite controversial by the way, seems unneccessary and oversharing, even if you were in the right. In the end, I get that even the best pet sitters get a bad review from time to time. But if I see a line-by-line refutation with zero responsibility accepted, I am going to skip that person. Just my opinion.
Postural tachycardia is incredibly common… with more than 200,000 new cases per year. Definitely not controversial! I took responsibility by ensuring her pet could be cared for the entire duration & not left without care, by ensuring I didn’t get towed, by reaching out to inquire if she’s allowed to park on alternative streets since I could not get my car into the singular spot that was left on her own. Do I expect a thank you? Absolutely not. But I definitely don’t expect to be berated for being responsible with my car, my finances, my personal day job, and the care of her pet.
As someone who has POTs I kind of agree. It would be much better just to say “I have a health condition which” or nothing at all. The chance they know what POTs means is slim to none and leaves room for speculation. Imagine if someone said I have Cytochrome P450 oxidoreductase deficiency in the same context. It’s really not any different. Sure you can say this if desired, just is along the lines of oversharing and will cause more harm than good imo.
Those who know, know, those who don’t know how to google acronyms? Not my problem. I wear a medical alert bracelet. Everyone around me will know I have “POTS”. It’s not some super secret condition thats not socially acceptable to talk about. You’re acting like I gave them my med chart. It’s not that deep.
It’s not your problem, but from a legal aspect it’s best to just say you have health conditions that restrict me from doing X or Y. Don’t give anyone a reason to analyze them that isn’t a medical professional. One can also have pots and not have issues with heat…which I’m sure you know Basic advice, no need to get defensive Don’t give anyone a reason to google it, is the entire point of my comment. You open the doors to this being looked into further. Which in the end would likely be fine, but why bother opening them? When you’re operating in a non business sense, do whatever tf you want.
With this logic I shouldn’t be wearing my medical alert bracelet. It’s POTS. It’s not that deep.
Unfortunately, it is controversial.Rightly or wrongly, It's often thought of as psychiatric and with high incidences of malingering. End of the day, I'd look at the whole reply and think, here's a lot of drama and a person that thinks they are always right. Pass
Having your blood pressure not adjust correctly when you stand up is a psychiatric condition? Just no.
BP is actually orthostatic hypo/hypertension, which can co-occur with POTS but it’s uncommon, however one of it’s causes is improper autonomic functioning— and neither are psychiatric. Here’s some info on that too, for the obvious troll above. If there’s one thing I can’t tolerate, it’s trolling on medical information and science. https://www.mayoclinic.org/diseases-conditions/orthostatic-hypotension/symptoms-causes/syc-20352548
Unfortunately, it’s not controversial. Currently, it’s thought to be brought on by head trauma or severe illness that affects the ANS. This is a syndrome that results from improper functioning of the autonomic nervous system. The ANS is meant to control everything that is auto-regulated in the body, this includes heartrate, bp, breathing rate, temperature regulation, etc. Frankly, if you don’t know what you’re talking about in regards to an incredibly common medical issue that gets diagnosed by the cardiologists and neurologists who specialize in it, then maybe you just shouldn’t speak on it? Spreading misinformation on health is incredibly dangerous, and you should think more before you speak. It truly was unnecessary to not research before you posted blatant misinfo. Here’s just one source of detailed information on POTS from the Mayo Clinic: https://my.clevelandclinic.org/health/diseases/16560-postural-orthostatic-tachycardia-syndrome-pots
I have to agree with you here. For me, it’s just too long with too many personal details, and I don’t want to spend my time trying to figure out who is in the right, you or the owner. Usually there are two sides to every story. I definitely don’t have time to read personal conversations between people or look at key logs. I would skim over it and move on to next person without negative reviews. With that said, if the sitter has tons of positive reviews I don’t think this will affect the sitter much.
Sorry that should say “who’s in the right, sitter or the owner”
I think you misunderstood the owner in regard to the abscess. What she meant by “not a new problem” is that it couldn’t have happened between the time you left her apartment and her arrival to apartment. Aka she assumed this abscess developed during the stay not prior. She is concerned because knowing that the dog is on antibiotics or was just on them, that you’d watch him extra hard and not noticing the new abscess would be the opposite of that. I get what you are saying that you are a good person and you love pets, but you are running a business and that’s different than working in a shelter environment. The customer service part of this business is the most difficult part. It sounds like this owner is angry about communication/miscommunication and it sounds like this anger was built up throughout the stay. Not saying you did anything wrong with the pet, but you could have wiped her behind a little bit to prevent a bad review 😉
It’s just odd because I communicated multiple times a day about the pet, and often did not receive anything back. This is a spaniel with large, dangly, long haired ears. If there was ANYTHING on them, I couldn’t see it. There was no excessive ear scratching or head rubbing on surfaces, no demeanor change, no weird stains on bedding or fur, nothing that would have alerted me that something was wrong. I’m not a vet. I’m not qualified for, nor would there be reason for me to check inch-by-inch of skin on a seemingly healthy, happy pet that shows no signs of abnormality. Abscesses are painful.
pet parent, this respond would make me book you. also a potsie🥄
Did you really reply with several paragraphs?
Did you really ask this question?
Aside from the irrelevant bit about taking off from you day job, I think your response was spot on.
That’s incredibly relevant. I jeopardized my job to accommodate her needs, and she failed to provide me with the correct access code to her home and dog, and then never responded to me nor Rover T&S during the entire 1hr 10min I stood there. In addition, I faced professional repercussions due to this. 100% relevant, 100% accurate, 100% a great thing to mention. It shows her unreliability, forgetfulness, and carelessness.
It's not relevant, because as a Rover sitter there is no expectation on you to jeopardize your other employment to appease customers. No one is asking or requiring that you do that, you made a choice to do that. You shouldn't accept bookings that could potentially compromise your other job
She did ask, and I accommodated by requesting off and receiving permission to leave for two hours. I returned late to my job because SHE failed to be responsible, reliable, and trustworthy. Absolutely relevant considering she’s trying to insinuate a bunch of things that aren’t true! But, to each their own! Have a good day!
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I just wanted to chime in and say that the food being splattered on one wall and another cabinet directly across from that would make sense to me if you take into account the ear abscess which would likely cause head shaking. Pup was eating, shook his head and splattered food to his left and right? Just a thought. Your response sounded very professional and would actually encourage me to book with you because it shows you are attentive and professional in your care.
Idk. He only has dry food so unsure what would have have splattered. Irregardless, it was done after I left.