Driving me nuts

What’s with the incident reporting process?

We had to board our dog for 2 weeks recently. Our neighbor sits with Rover and agreed (offline) to watch him but asked that we book through rover so we could have the protections and whatnot. Ok, np.

Maybe the first or second day, my dog and her two had an incident sorting out boundaries with treats. No big deal, no harm no foul; the dogs backed down and this was reported to me, along with snuggle photos and everything else from the day or so, as a non-incident but just the situation.

Fine ok.

Updates continue, nothing alarming.

Sit is over, I’ve been home for a week or so and rover starts calling me about the “incident.” I miss the calls (spam screener catches them) but eventually try to call back.

They transfer me to another team, I sit on hold for 7 minutes then hang up. Calls resume. Emails start. I call back again. Try to transfer me. At this point, I had not connected what the “incident” was — had even asked the sitter and she had no idea. I told the rep I am not sitting on hold for an indefinite amount of time for an issue I don’t know anything about so I can provide a statement.

Eventually I get another email explaining the issue — in their recount my dog was injured (news to me) — and they asked for a few questions to be answered. Seemed about their liability and wanting to make sure my dog is ok so I quickly answered and said he is fine. I also figured the sitter reported a scruff in case the dogs didn’t settle in, which makes sense, but this escalated beyond her intent.

Today I get this email:

>>

We appreciate you answering those question above, in addition to this kindly answer this questions below to help us with the holistic review that we are conducting right now. If you still feel that Rover is a good fit for you, please provide a detailed statement speaking to how you enrich the Rover community, what steps you will take in the future to ensure a safe experience for your pet and their sitter, and how you will put your pet's health and safety first. Please be sure that in your response you also speak to the below concerns that have been brought up in our review thus far.

What actions will you take to avoid situations such as this in the future?

What profile edits will you make and what information will you pass along to sitters prior to future stays?

Do you think booking a different stay type such as HOUSE SITTING, BOARDING, DROP INS or booking a sitter with fewer dogs would make stays for [dog] more successful being in your own home?

>>

Um, what?