RL w.

My dog (toy poodle) had his annual visit with his regular veterinarian exactly one week before he was dropped off for a six-night dog boarding in the home of a Theresa & Nicole, Rover.com sitters. His annual exam was normal and he was fine when I dropped him off. I received photos and updates during the course of his stay reflecting that he was fine. On the day I was returning home, the sitters messaged that my dog was randomly crying and whimpering due to no known cause other than he might miss me. I offered to pick him up when my flight landed, but was assured he was fine and picking him up in the morning was fine. I received another message upon landing that my dog was eating and drinking but he seems sad and in pain. The sitter did not know if he just missed me or if there is an underlying condition. Sitter stated that when he walks around the house it is slow and his feet sometimes slip out from him causing him to fall, then he yelps a bit. I informed them that I would pick him up that night.

When I arrived, the sitters were apologetic and offered to refund that night's stay. When I learned that due to my dog's behavior, he had missed his dose of medication for his joints, so I assumed that this was the source of his pain. I left carrying him to the vehicle and from the vehicle to my home. I did not realize the seriousness of my dog's condition until the following morning. He could not bear his weight and could not use his front left paw. I immediately called the Rover.com sitter, who then told me she thought he had hurt his paw from jumping, and I responded that this is information I should have been told to relay to his veterinarian. I then received a text from Rover.com that they opened a case with Rover for emergency treatment if needed. Later that day, my dog was seen by his veterinarian who concluded that my dog had a neck injury and although there was pain in his front left paw it was not broken. She concluded that his symptoms were due to an injury as this condition does not occur spontaneously. He was prescribed steroids and pain medication.

Rover denied the claim on the basis that this was a pre-existing condition, although the veterinarian's handwritten notes indicate otherwise. Rover advised that their decision could be appealed by submission of additional information directly from the veterinarian within 30 days. Before my veterinarian could submit the required documentation, Rover sent email informing me that although my claim was denied, that as a courtesy, they would give me a courtesy payment for the same amount that would have been paid if my claim was approved. This courtesy payment was contingent upon me signing a settlement release in which Rover does not assume fault, and prevents me from sharing what happened publicly which could harm Rover's reputation.

So why am I posting this review? My senior dog showed no improvement from treatment with steroids and pain medication. Six days after his injury, my veterinarian advised me that he would unlikely improve and since he was still eating, I need to keep him comfortable. However, if he does not eat for two days, that means it is his time…time to put him asleep to end his suffering. I provided around the clock care of my dog until he died exactly two weeks from the date, he was retrieved from Rover's dog boarder. The pain of losing him is unbearable at times as it feels like a loss of a family member. Instead of me being able to peacefully grieve this loss, I have received emails over the weekend from Rover informing me that I can no longer use Rover unless I agree to their updated terms of service, to include changes to their arbitration agreement. Rover does not want to be accountable for the injury that occurred while my dog was in the custody of their boarder. My dog taught me the meaning of unconditional love, and because of that love I am sharing my painful experience. I do not want any other pet owner to experience what I am going through right now; therefore, my silence can never be bought.