I can't give less than 1 star but Beware, NO ACCOUNTABILITY!…read more
This company is the worst, most arrogant business I have ever encountered!
We used this company in Detroit., MI. and scheduled reoccurring weekly sitting, 3x-a week, which was pre-paid from my attached bank account at the beginning of the week. First week went fine, appropriate charges were pre-debited from the account at the beginning of the week. For the second week however, charges were pre-debited from the account; but, into the second day's visit of the scheduled 3 day-week of sitting, I received a message from Rover, "Misha (sitter), has billed your account. $27.75. My first curiosity was why; secondly, as I did not approve or initiate the debits, how is this sitter able to deduct from my account? When I checked my account, the $27.75 was certainly already withdrawn from my account. I asked my questions to the sitter when I picked up my pet that day, she said she didn't do it. That night, I clicked on the Rover link in the message to say this was an unauthorized charge, not approved by me. I received a generic response, that in no way answered my concern, so I replied to the email from the company, I never received a response. That night, at my bank's website, I prepared a form and printed it, to take it to my bank to sign and dispute the charge. The following morning.
The next morning, on my way to the bank, I got another email that said again, Misha has billed your account. Now I'm getting really ticked-off, because first, she said she didn't do it the first time, but this happened soon after I dropped my dog of to her, this day. So how is it, she is not submitting theses charges, moreover, how is the company debiting my account without my approval.
My banker was just as upset as I was that someone has automatic authority to withdraw from a depositor's account without approval. So now, at the bank, we called the company: Nicole says to me that I initiated the charge, which is a ridiculous explanation since, I had already paid for the week and the email messages to me said, Misha (sitter), has billed your account. Besides, I never received an email message whenever Rover billed my account and took my weekly payments. Nicole then GASLIGHTED me and said either you or the sitter took this action. I felt dismissed. A lesser person might cut their losses and accept this fate. I was discussed. My banker had a look of total dismay and said, that was terrible of her (Nicole) and added, "I like the concept because I'm looking for doggy daycare myself, but I could never use that company...after further conversation with Nicole, because I refused to let this company/person, walk away with my money, Nicole refunded the two $27.75 charges to my account for the 1-13 and 1-15 charges.
The next day, looking at my bank account, I realized the took money from my account on the 14th, as well. Totally exasperated, I called the company again. I spoke to Taylor. Not only was I GASLIGHTED by Taylor-he said he was not seeing a 1-14 charge he said he sees the 2 refunded charges, that he is in IM conference with his Mgr. and the Mgr. does not see the 1-14 charge either and maybe that's a flaw in the bank, DISMISSED! I said to him, I am looking right at it in my bank account, SILENCE, I asked to speak to the Mgr., he said he could see if one could call me, wait, I know it's 10:pm but, aren't you in IM with the Mgr? he said a Mgr. would call me back tonight or tomorrow, is that ok? I said of course it is.
Next day, a lady called and said she was the company's supervisor. She began to tell me there is no additional payment for 1-14, and what I did wrong. Trying to explain to her I did nothing wrong, she continued to tell me how payments are debited from my account and how, going further, I should use the app, rather than how Misha was able to submit a charge to the company without my approval or knowledge, and to get paid from my account. without my approval or knowledge
Feeling another Gaslighting coming on, at this point, I logged into my bank account and saw the charge was refunded this morning.
I quickly let her know, we will not be going further with this company. I forewent the allowing the gaslighting, I simply hung up the phone.
My conversation with the supervisor did reveal to me where the CSRs get their training from.
