Missing dog: Rover blames me

I showed up to a booking (a walk) this morning and the dog just wasn’t there. I’ve walked him many times and he’s always either outside or in his crate inside. He wasn’t in either place so I started to worry. I immediately messaged the owner saying I couldn’t find his dog and asked if he has the dog with him for some reason and he didn’t respond. I searched outside and inside of the house like a crazy person calling the dogs name over and over again.

I’ve never been anywhere but the main level of this house so I felt uncomfortable going upstairs or down to the basement but I needed to find the dog and make sure he was okay. I messaged the owner again saying I still can’t find him and I’m going to look in the basement and upstairs if that’s okay with him. He still didn’t respond so I just went ahead with searching anyway. I also called the emergency rover support line after like 20 minutes of not being able to find the dog and they agreed I should search each level of the house and under the deck.

At this point I had been looking for this dog for 25-30 minutes (outside, main level, and basement so far) and I went upstairs where I heard the husband clearly home talking on the phone with his door closed. I then heard the wife yell to me to hold on a second so I found out she was home too.

She told me that she’s heard me yelling the dogs name for the past 30 minutes and she just thought I’d leave because the dog is at the vet getting neutered. HUH?? Her husband schedules all the walks individually and confirmed our walk this week. They were both home this whole time listening to me panicking and yelling for their dog and didn’t bother to come down and tell me what’s going on for 30 minutes???

I understand that stuff happens and the husband maybe got the dates wrong or something but he never responded to my multiple messages (he still hasn’t) and neither of them bothered to just walk downstairs and let me know that the dog is at the vet. I can’t imagine treating someone like that.

I was already super frustrated and shaken up by this situation because I thought this poor dog was lost and I couldn’t find him. When I called rover support again to let them know that the dog is fine and is just at the vet they told me that someone will be in touch with me within the next 24 hours about how losing the dog impacts my rover profile. I DIDN’T LOSE THE DOG!! I showed up to the booking and the dog wasn’t there. Why would this negatively impact my profile?? This situation makes me want to cry. Why does rover treat sitters so bad?