u/Keluo1

I had a booking that I needed to cancel because of safety concerns with the cat. The cat was hissing, making it extremely difficult for me to safely enter the home and even complete the basic care routine.

After the second visit, I contacted Rover Support immediately because I wanted to handle everything properly.

It took more than two hours just to get through the initial support process. After asking me basically one question, they told me they couldn't help and that I needed to contact Trust & Safety instead.

They also told me that they had already forwarded all the information to Trust & Safety, so all I needed to do was call and they would be able to help me.

So I called.

Trust & Safety had none of the information.

I had to explain the entire situation all over again from the beginning. I was already stressed from what had happened during the visits, and having to repeatedly explain everything became so frustrating that I eventually hung up.

After I calmed down, I reminded myself that I still needed to get this resolved, so I called again.

And yes — I had to repeat everything AGAIN.

By that point, I had reached my emotional limit. I started crying during the call and couldn't even finish the conversation, so I had to hang up again.

I then contacted Rover Support and explained what had happened. They told me they would escalate the case to Trust & Safety and that I did not need to call anymore. Someone would contact me.

Okay. So I waited.

The entire afternoon passed.

Nobody contacted me.

I reached out through the app again.

This time? No response at all.

I also tried going through the cancellation process myself. There was an option saying that Rover Support was needed, and I specifically didn't want to simply hit "cancel" because I wanted the pet owner to receive a full refund, including the visit I had already completed. I was trying to make sure the owner wasn't financially affected by a cancellation I was requesting because I no longer felt I could safely complete the booking.

By the end of the day, I had received absolutely no help from Rover.

The next day, I finally received an email asking me additional questions. I answered them.

And then...

They disappeared again.

It is now the third day since I originally submitted this request, and the issue is STILL not resolved.

I called again today.

Guess what?

I had to explain everything all over again.

And the most ridiculous part is that even after all of this, the person I spoke with STILL couldn't help me. Apparently, I now have to wait until the case is actually assigned to an agent before anyone can do anything.

Three days.

Multiple chats.

Multiple phone calls.

Repeating the same story over and over.

Being transferred between Support and Trust & Safety.

Crying on the phone because I was already overwhelmed.

And the booking still isn't resolved.

Throughout this entire process, the main thing I've felt is helpless.

At one point, I even started doubting myself and wondering whether I should have reported the situation at all. I caught myself thinking, Maybe I should have just kept going and finished the booking.

And that is honestly the part that bothers me the most.

A sitter should never be made to feel that continuing a service they don't feel safe completing would have been easier than asking Rover for help.

I've been under unnecessary stress for three days because something that should have been handled quickly has been left hanging.

I am not asking Rover to solve some incredibly complicated problem.

I just need the remaining services canceled and the cat owner fully refunded.

I genuinely do not understand why that has been so difficult.