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Rover: A Closer Look at Pet-Sitting Platforms
Rover prides itself as the premier pet-sitting app in the United States, boasting millions of bookings since its establishment in 2011. Positioned as a technology platform, Rover, much like other gig-economy apps such as Uber and Airbnb, does not function as a direct employer of pet-sitters. However, this model raises pertinent questions regarding accountability when critical incidents occur.
Consumer Concerns and FTC Complaints
Gizmodo, through a Freedom of Information Act (FOIA) request with the Federal Trade Commission (FTC), obtained 85 complaints regarding Rover over the previous four years. These complaints primarily fall into two main categories. The first involves fraudulent activities attempted through the app, a common issue in platforms where individuals are hired for services. The second category encompasses grievances from pet owners regarding significant mishaps, including instances where dogs have gone missing or tragically perished after escaping their care.
One distressing complaint from South Carolina details how a pet owner found a sitter on Rover in 2021 and entrusted their two dogs to this caregiver. Tragically, the dogs managed to escape, leading to a harrowing search that culminated in the loss of one dog after a fatal accident. Despite the owner’s plea for assistance, Rover’s response was limited to distributing flyers and lacked substantial support in locating the missing pets.
Subsequently, the FTC redacted sensitive personal details from these complaints, adhering to standard procedures when releasing such information. While the redactions prevent independent verification of each claim, the aggregated complaints shed light on recurrent issues within the company, aligning with previous analyses conducted on various services like 23andMe, Robinhood, and FTX.
Rover’s Response and Policy
In response to these incidents, Rover emphasizes its “Rover Guarantee,” offering up to $25,000 in reimbursements for specific expenses, such as veterinary costs, in case of mishaps. Emphasizing the significance of each customer’s experience, a Rover spokesperson conveyed appreciation for the trust bestowed upon the platform by pet owners. With stringent background checks and safety quizzes mandatory for pet sitters, the company aims to ensure responsible and reliable care for animals.
In rare cases of pet separation from caregivers, Rover’s 24/7 Trust and Safety Team collaborates closely with both the sitter and pet owner to facilitate reunification efforts. The company proactively mobilizes search activities, including offering rewards, engaging local sitters, distributing flyers, and leveraging pet-finding forums to maximize the chances of locating lost pets.
While the majority of stays proceed smoothly, Rover acknowledges the imperative of addressing and rectifying any exceptional instances that deviate from the expected standard. The company remains committed to instilling accountability and fostering a secure environment for pets entrusted in their care.
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