Hmmmm....

Episode 16: Mar 7, 2023

*****TRIGGER WARNING: SENSITIVE CONTENT*** Long read.

I NEED TO INFORM THE PUBLIC.

WE CAN'T MAKE HISTORY UNLESS WE FIND AND USE OUR VOICES.

I rarely speak of upsetting things, and certainly not on our business page. I've kept quiet this entire time, while performing my job, tending to my family, etc. There are several topics that need to be addressed and discussed.

I will undoubtedly be verbally attacked for this, even though I'm not divulging names. It won't be the first or last time. So far, four female dog trainers and pet sitters (all complete strangers) have attacked me verbally, for no valid reason. What did I do to provoke this? I used the words "positive reinforcement, no harm training" when describing our business. I never spoke of their businesses, never said anything against other pet service providers, or referred to the methods they use. They took these words to say that I'm attacking their businesses and practices. This is peculiar to me, as again, I never said anything about them or their companies. Interesting, as it's been scientifically proven that positive reinforcement practices are both more humane, and produce better results than do other methods (using shock collars, hitting, yelling, teaching the dogs to react in fear). There are veterinarians who are certified "fear free". I doubt that these trainer/sitters have questioned or attacked the vets for advertising this term. Perhaps they thought that I was an easy target, or, since I have far less animal knowledge than a vet does, that perhaps I'm without intellect. Maybe they figured I wouldn't stand up for myself. Wrong on all accounts. I even created a group welcoming pet service providers of all beliefs. There is a rule that I created called Friendly Entrepreneurship. I stated that even though we may be competitors within a field, there's no reason that we can't be kind to and even help each other. Success is meant to be shared, not hoarded. There's enough to go around. I've learned that not everyone is able to "play nicely", as we were taught in childhood.

There's even a pet service provider spreading disgusting rumors about our business, constituting defamation of character. This person was unable to provide any proof. They claimed police reports exist. All false, all ugly, all slanderous and libelous. They retracted their statements when one of our clients requested the proof. Not worth our time or energy. I'm only stating it here in case you hear this rumor. You should know that we're well aware of this, and are allowing our clients to come to their own conclusions about us, our integrity, etc. Our love comes through in all that we do. You're welcome to discuss it with us. I'm very ashamed for this person, who has attempted to harm our children by trying to close down our business. Our children are innocent. Keith and I are innocent. We're only guilty of being fully committed to our family, our clientele and the animal world. This service provider continues to "like" our posts publicly, but spreads these vicious lies on social media and within our community. Yes, I have written proof. Yes, I've spoken with lawyers. It's more important to me to continue doing our best work, and to take care of our family. Please, please be cautious when using Rover to find pet sitters. Rover doesn't provide insurance.

On countless occasions, sitters have stated, "I'm insured through Rover". False. Again, Rover does not provide insurance. The offer a "guarantee " that they describe as a stop gap to fill holes in the insurance that the sitters are expected to purchase on their own. However, clients and sitters alike believe that these services are insured. I've added the statement from the Rover site to the comments. In addition, sitters often book and charge outside of the platform, in order to keep more of their earnings. When this happens, the guarantee doesn't apply. The sitters either don't understand this, or don't care, as this pertinent information isn't shared with clients.

There are horrendous stories of animals who have been killed, homes that have been burglarized, "sitters" utilizing homes as a place to do their drugs. Absolutely, there are some good, reliable people on that platform. Keith was there, before we had knowledge of any of this. He has tried to log in and remove his profile but he's unable to access it. So, even though he hasn't been active for a year or so, he still shows on there. Rover still allows the sitters (who have killed or otherwise abused animals) to provide service. They even remove the negative reviews. So when an unsuspecting client sees only great reviews, they have no reason to think that anything would be amiss.

I only know this because there's an entire fb group for the victims (whose dogs were killed by negligence or other abuse). I joined this group only to see if any of it was valid. There are countless horrific, heartbreaking accounts. Not only do these things happen all too often, but Rover isn't taking responsibility for any of it. They advertise that their sitters are vetted, Insured, etc. Yet when something goes horribly wrong, they say that they're not involved or liable, as the sitters are independent contractors. They won't pay the medical costs or reimburse charges for their service. So you're paying money for the abusive practices. Only after fighting for months will they maybe offer a few hundred dollars for the loss (death) of a pet. Other times, they offered to pay a trivial portion ($50) of the vet bill. They don't care about the people or animals. Rover enjoys making profits. Sometimes they've offered to purchase a new puppy, as if the lives are replaceable and interchangeable. You can also read the complaints on the BBB site.

Rover even tries to silence their multiple victims by offering hush money (with the agreement that if they accept the payment, they can't share their stories). I've seen the checks and the accompanying letters, shared by the people who refused to accept this bribe. I don't have the most updated information, as the topic is heartbreaking and traumatizing. Last I knew, Rover was refusing to provide the courts a total count of how many dogs have died while in the care of their sitters.

Locally, we've heard horror stories. Some are from Rover sitters while others are independent. Here are some of the stories people have shared with us. Their dogs were killed by Rover sitters. Several were burglarized by their sitter. The police said that they couldn't help as the client willingly gave them the keys to their house. Others had people who used pet sitting as a venue to find homes where they could do their drugs and throw parties. There are more experiences that you can imagine.

Understandably, people are showing PTSD like symptoms when trying to find a suitable sitter. I extend compassion & commiseration when these people contact us. I feel for them, comfort them, actively listen, and try to devise a plan to move forward. I honor their timelines, as the heart heals at different rates, depending on the person, the trauma, and various pertinent factors. We advertise that we work with animals who are reactive, fearful, anxious, etc. In truth, we also work with humans who are suffering from the same conditions. Which of us isn't now, or hasn't ever been, in this category? Because of the traumatizing, despicable experiences, some people decide never to travel unless their dogs can accompany them. This is a sad state of affairs. We should never be in the position of having to choose between our loved ones' safety and our freedom to enjoy life's adventures. We shouldn't be forced to feel paranoid and untrusting of our fellow homo sapiens. People should be able to enjoy their vacations without constantly worrying about whether everyone & everything is safe at home.

I commiserate with the victims. Even as a sitter, it's difficult to trust other people in our home, with our dogs. Gratefully, we have built relationships with a few who we trust. Just like with our clients, this trust was not given freely.

Since there are people who have been taken advantage of, or even harmed, within this industry, we encourage our clients to use cameras. Hide them. Don't disclose to anyone that you have them. We don't inquire whether you use cameras, or the location. This is none of our business, as long as our privacy isn't invaded. Anyone who doesn't welcome cameras has something to hide. We value these tools. As long as your cameras aren't in the bathrooms or bedrooms, and you're not sharing the footage of us, you're welcome to utilize these tools. The heart and the brain need to feel safe. When you interview pet service providers, inquire about their feelings regarding the use of cameras. Pay close attention to their nonverbal body language. This speaks louder and more clearly than any verbal responses. Look to your pets for their approval or disapproval of the sitter or trainer. Animals instinctively know who is a good person and who isn't. There are so many people who tell us that their dogs don't like men. When we meet, almost immediately, (sometimes within an hour), the pup starts licking Keith's face. The owner sits there flabbergasted, as their dog has never warmed up to someone that quickly. Animals know. Trust them. I paid attention to this while I was in the scary dating world. My cat Romeo knew that Keith's intentions are pure and loving.

Request proof of background check, license, insurance, etc. Anyone who has these qualifications should be willing and able to produce them. You are the boss, the rule maker, the boundary setter. You can deny a service provider for any reason, and you don't need to provide a reason. Discrimination isn't always a bad word. Be discriminatory about who you open your door to, who you let into your world and around your precious family. Remember that reviews can be faked. Trust your gut. Tell them you have other sitters to interview, or you need to discuss with your partner, your dates aren't set yet, whatever. You owe nothing to this person. It's like leaving a restaurant without ordering food. If it's not up to your standards, move on. Whether you choose to use our services or not, we wish only the best for you. Absolute safety is among our wishes for you.

This is why we go above and beyond for people when we're booked. Others may say, unfortunately I'm booked, without any offer of further assistance. Once they've realized that they can't obtain your hard earned money, they toss you aside without a care or concern for your needs. This reminds me of the entrepreneur (Kevin) on Shark Tank. He jokingly states, you're dead to me. However, people are honestly saying this with their actions. We try, on our own time, often after business hours, to help. Whether or not we'll ever hear from you again, we have the knowledge that we at least tried to assist you. This time & effort is an investment in our community of animal lovers. This is also why I'm educating & informing with this public post.

Oftentimes, we receive requests for overnight pet sitting services for dates when we're booked. These people didn't decide on a last minute vacation. Some had a death or serious illness/ injury of a loved one. Others had carefully planned every detail of a trip, only to have their sitter cancel at the last minute. They shouldn't have to miss their dream vacation, their honeymoon, daughter's wedding or family reunion simply because another person was unreliable or lacked a backup plan. In order to help these people, I willingly volunteer my time and energy in communicating with our community partners, post the request in my group, ask around, etc. These efforts are to prevent you from dangerous situations. People are amazed that we care enough to help. This is an upsetting reflection of today's world, that assistance to strangers is the exception rather than the rule. Tonight, we had an emergency request. This is not someone who I know, but a stranger in need. We're all people, in this life, on this earth together. So I treat strangers the same way I treat my loved ones, with respect, care, compassion, etc. I've been working on this for hours.

I'm baffled at the responses from pet sitters who are surprised that the client wants someone who is insured. They didn't even know that pet business insurance existed. Some sitters went mute and never responded to my question regarding insurance. Crickets. I didn't request licensed businesses, background checks or any other qualification. I would've inquired about this next, and the client should request proof. Business insurance was the only request I made. One person asked why this is required. Another said that I won't find a pet sitter who is insured. A third said that they would provide proof of their insurance after they're hired for the job. A fourth provided me the name of their personal pet insurance that covers their pet's medical costs. This isn't business insurance. Yet another person thought that the business insurance was the same as the medical cost reimbursement coverage. I'm astounded that this isn't common knowledge. I'm frightened for the clients who either didn't ask for proof of insurance, or also didn't know about it.

I understand that countless people perform these services as a side gig or hobby. The clients who hire these people understand, or should, that these people are probably less experienced, uninsured, etc. They probably don't use programs for accounting and GPS tracking, send as many photos, or perform other services around the house. We have clients who are pleasantly surprised that we launder the linens so that everything is fresh for their return. Their previous sitters didn't do this and thus they hadn't expected this standard of service. We didn't know that this wasn't done by everyone at all times. Hobby sitters and gig workers should have rates that reflect the variance in service quality. I'm not knocking these people. There is a need and they satisfy that need. Plus, many professional sitters began this way. Yet, the business owners should be able to check all the boxes. Professional pet care workers should be held to a higher standard. If you don't have these qualifications, or are unable to provide superior care, don't misrepresent yourself, and reduce your rates accordingly. I recall an experience when our family sought pet care, years ago. We met the sitter at the dog park. She was pleasant, but arrived without a contract, business card, pen or paper. We didn't leave our dogs with her. We rescheduled our travel dates to accommodate a care provider we came to trust. No, this isn't traumatizing like what others have experienced, but it's still unacceptable.

The lack of professionalism, the ignorance and falsified information are eye opening, baffling and upsetting to me. People need to feel safe and protected when leaving their hearts (pets), their investment (home), their private information and belongings, etc. in the care of service providers. Identity theft could easily be accomplished in these scenarios. I'm unable to fix the situation. I can, however, seek to minimize its affect on our local population. I'm on a mission to find the best employees, in order to increase our availability for YOU. Yes, we view our clientele as family. We're loving on your animals, sleeping in your beds and using your showers. You're trusting us implicitly. How could we not be family? We're raising the standard for this industry. There's no reason why any job can't be performed with class, dignity, integrity, kindness, etc. In this profession, we are in a unique position. We are left unattended, unsupervised, in the intimate space of your sanctuary. We're caring for creatures who are deeply connected with your hearts & souls. This may be for an hour or for months at a time. We're not plumbers or electricians who work for a couple hours, as you sit nearby, closely eyeing. They don't even stay alone in your home caring for your sweet pets, and they're licensed! You need someone who you can trust without a doubt. Anything less than professional & highly qualified is unacceptable. Anything other than kind and caring is unacceptable.

On another topic, we've had to decline jobs for people who refuse to or are unable to lock their homes. This is absolutely a safety issue. They tell me that nothing's ever happened, etc. I will state a fact. It only takes one time. Crime is not something you should open yourself up to. I'm not going to chance my safety, or the reputation / trustworthiness of my business. This company is how we serve our fellow creatures. It's also how we feed our children. Don't ask me to risk my company so that you can break the rules. So many things can go haywire in this scenario. No, I won't list the possibilities. You know where to locate the true crime shows. If you don't secure your home, you are placing yourself, your home, your pets and your sitters in a precarious situation. If something indeed does go awry, you will have zero recourse, as you willingly allowed these people into your home.

The other interesting thing is that some local sitters don't have an issue with this. They gladly accept the jobs that we decline. I only know this as we've discussed it in the sitter groups. They've said that they don't care, they don't have any liability, and that it's on the client. Within this same conversation, a sitter revealed that they had left their door open and were subsequently robbed.

Wow! These sitters are demonstrating that they don't truly care about the client. Secondly, they're misunderstanding that they are liable for the security and safety of the home and animals they're caring for. No reputable insurance company will insure this scenario. Lastly, they don't value their own safety.

In order to support our mission of increasing the number of trustworthy pet service providers in Central Oregon, we would appreciate your assistance. If you, or anyone you know, would thrive & enjoy working with animals, contact us. We are hiring for Bend, Redmond, Tumalo & Sunriver. I can honestly say that all the clients and pets who we serve have been nothing short of extraordinary. Thank you for joining us along this path we call life.

****Update: Our emergency request has been fulfilled, not by a sitter but by a family friend who is flying in. Since this person isn't a Central Oregonian, I offered our phone numbers for emergency or for anything they might need help with during their stay. There were a few business owners who said they are insured, but they're either booked, don't provide this service, or don't service Bend. Since my queries regarding insured sitters, one business owner just now signed up for insurance! Progress! Changing our world, one step at a time. *****

Nakala Matthews, Transparency Advocate & Ethics Enthusiast