Why we Left Rover.com
Why We Chose Direct Booking for High Vibes Dogs
After careful consideration despite perfect 5-star reviews, with continual problems from Rover.com support, we decided to step away from Rover and focus on serving clients directly through High Vibes Dogs. Why? A few reasons are outlined below that you should know.
- Rover takes 20% of a caregiver’s earnings on each booking,. Customers may also see added booking or service fees at checkout. That can mean families pay more for a reasonable stay while the person providing the hands-on care takes home less. Rover’s published fee policy confirms that providers generally receive 80% of the booking amount, after its 20% service fee, and that customers are charged a separate booking fee. rover
- More importantly, we want to maintain a direct, personal relationship with every dog and family served. There are concerning reviews and stories from pet owners in the area, including reports involving serious harm to dogs including neglect of a dog to the point of death. (A first hand tale from a client who now has been banned for having a problematic 'nippy' female pit bull they refused to allow to be muzzled around other dogs nor were they working on training.)There are also ongoing legal claims and public complaints involving the company. While every situation has its own facts, these concerns reinforced my belief that personal accountability, clear communication, and knowing exactly who is caring for your dog matter deeply.
- We further did not cotton to being 'chided' by Rover into taking dogs who are not a match, particularly after the initial required meet and greet did not go well.
- My own experience with Rover’s support also played a role. During one stay, a small dog of a new client bit me. Rover’s response was inaccurate and relied on generic “see section 4” language inferring fraud, malicious intent and questioning my character. It was escalated beyond basic customer service support, should I have received a canned response from someone in another country handling customer support. The onus was continually assigning blame and liability, rather than a thoughtful understanding of the circumstances. Thankfully, the stay ultimately went well: the dog simply had not been socialized beyond one member of its household, and with patience, space, and appropriate handling, we were able to move forward safely. (You can also see this dog on the YouTube channel as at the end of the stay, she made progress and wasn't cowering around me or the other pack guests!)
This decision is all for the best. We're not interested in playing 'platform games' or asking clients to pay unnecessary extra fees. High Vibes Dogs is built around individual care, transparency, and direct communication. Sure, it's also a big corporation with millions of dollars of Ad budgets; so look for more signs around the area, request for referrals, reviews, and we are already being found on Google business listings.
Book Directly
To request care, please book directly at High Vibes Dogs, call or text us at 386-590-1885, or arrange to pay in person. Direct booking helps keep the process simpler, more personal, and focused on what matters most: your dog’s safety, comfort, and happiness. We thank you and look forward to continuing to do business, this time Directly!