ComplaintsforWag!

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a 60 min walk for 10/7/23. The ****** left after 32 min but kept the walk active on the app for 75 min so I can literally see his drive home. When I entered the app it forced me to review the ******. I did not have any facts at this time because the app literally will not let you move forward until you review the ****** so I left a 5 star review and tipped just in case there was an issue on my side (this ****** has 235 5star reviews and a promoted profile so I wanted to make sure). I contacted the ****** with my questions as to how long the walk was. No response. He also left my door unlocked during the walk and when he left. So my front door was unlocked for over 5 hours until the next ****** arrived. I was charged the full $35.99 for a 60 min walk plus $6 tip for this walk. I want a refund and I want to remove my 5 star review for this ******. Outside of this, my biggest issue here is how incredibly difficult it is to reach a human being at this company. I even resorted to Instagram to no avail. I still have not found a way to speak to a person regarding my issue which is extremely frustrating.

  Business response

  10/18/2023

  Thank you for forwarding this customer concern to **.
  
  After review, we discovered that the consumer had already been in contact with our Customer Support team regarding their concern. Their concerns have been addressed with the appropriate department and their feedback has been passed along. We have reached out to offer support for any remaining questions they may have. However, we have yet to receive a response. We remain dedicated to discussing any outstanding questions they may have.
  
  Thank you once again for bringing this to our attention.
  
  Kindly,
  Wag!

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wag overcharged me. I asked for an invoice and have not received. In addition, the app does not disclose on the payment and cancellation procedures. I was not informed a reservation would be full payment. I was not informed that there would a cancellation fee until I was trying to cancel. I have been charged for a service that was not rendered. One refund has been issued but no idea what the itemized bill is because there is no invoice.

  Business response

  09/29/2023

  Thank you for forwarding this customer concern to us.Upon careful review, it was found that the consumer had been in contact with the appropriate team regarding their concern. We have reached out to the consumer to offer additional support. We are dedicated to assisting the customer with any outstanding questions or concerns that they may have.

  Kindly,

  Wag!

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an awful experience where a my wag! sitter was taken off of a service early due to not meeting our agreements of service. Wag! stated that they were issuing me a partial refund (stated on my receipt); however, they charged me for this refund 4 days after the initial refund was to take place. I have contacted them multiple time but have received nothing but rude service and, concerningly, employees who do not care that my dog was put in danger and now they're lying to cover their tracks.

  Business response

  09/01/2023

  Thank you for forwarding this customer concern to us.  
  
  The end-user is currently in communication with the appropriate team at Wag! regarding this concern. They will continue to communicate with the end-user and, upon a final resolution, we will communicate with the Better Business Bureau of the final resolution. 
  
  Best,
  
  Tori
  The Wag! Team
  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $49.95 before fully completing an application to use their app for dog walking services. It was also before learning that they charge an additional $150 for their services and take 40% of all income made (compared to 20% by another app with similar services). There fees and commissions are excessive and I would like a full refund of the $49.95 - which was charges to complete a background check, which I never completely the process with their partner company, Vetty. I have tried to contact them, but they don't have a published email or phone for support. Their website only includes a Q&A which doesn't answer the question and does not help in this situation. Thanks for any help that you can offer.

  Business response

  09/01/2023

  Thank you for forwarding this customer concern to us.
  
  Upon careful review, it was found that the consumer had been in contact with the appropriate team regarding their request for a refund. We have reached out to the consumer to offer additional support and we have not heard back from them at this time. We are dedicated to assisting the customer with any outstanding questions or concerns that they may have.
  
  Kindly,
  Wag!

• Initial Complaint

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used to use the Wag! ****** app a few months ago and even while using the app, I ran into a lot of technical issues and not being able to speak with anyone because they only have an emergency line for caregivers that have already booked services. I had an upcoming walk that i never booked and didn't even show on my end but I got notified that the Wag! app automatically gave me a 1 star rating for it. I was unable to get in contact with anyone and stayed off of the app because of it. Recently, I wanted to supplement my income and tried to request walks and none of them have been accepted, but instantly rejected. I deleted the app and then downloaded it again, and still no difference. I went on their other app as someone who needs services, and trie to search in my area and my name does not show up as a potential dog ******. I contacted their emergency line and was met with no help. I searched complaints and this is a common issue. People are alleging that Wag! recently included the option called Wag! Pro $129 to get priority, higher payouts, etc. This is supposed to be optional, but they're deceptively making it where people must utilize this in order to utilize the app itself.

  Business response

  08/29/2023

  Thank you for forwarding this customer concern to us.
  
  The end-user is currently in communication with the appropriate team at Wag! regarding this concern. Please kindly note that the Wag! Pro option for Pet Caregivers is completely optional and is not required for Pet caregivers to utilize the platform. Wag! Pro is an optional membership for Pet Caregivers designed to provide various perks. The end-user has has been able to complete services on the Wag! platform recently and the end-user is in communication with our team investigate the technical issues mentioned. They will continue to communicate with the end-user and **********************'s technical support team, if needed.
  
  Best,
  
  Tori
  The Wag! Team
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday I was scammed out of several hundred dollars by a criminal. They hacked my Wag! dog walking account and stole my earnings. Since then I have sought a resolution in the form of securing my account, reporting the criminal, and getting my earnings back. Wag has told me to stop contacting them and "frozen my payments" and implied that I am supposed to solve the issue by myself.

  Business response

  07/26/2023

  Thank you for forwarding this customer concern to us. 

  Wag! takes account security very seriously and we make every effort to remind the Wag! community that personal information including account numbers, passwords, even personal contact information should never be shared to anyone in the in App chats or to anyone reaching out claiming to be from Wag! as our support teams will never ask for this information.

  The Apps have a pop up warning in the in App chats reiterating the above and we also have measures in place to prevent most sensitive information from being shared in the chats. Customers may also review Wag!'s help center resources and suggestions posted to help keep account information safe and secure. Wag! is unable to assist with reissuing or reimbursing funds that were withdrawn as a result of disregarding safety suggestions.

  Best,

   The Wag! Team

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a caregiver for WAG. We have our own apps to apply for dog walks or dog sittings and such to make money. I have seen an owner post for this dog Summer. To be walked many times. Other caregivers can leave notes about the dog once they e worked with them. For months the same things have been said. That this little dog is being neglected, never has water or food and that shes underweight living in a filthy home. And the owner ia never home and leaves her alone for hours and hours on end all of the time. I have never met The dog. But took screenshots of all the caregiving notes describing how to dog is being neglected. I tried to connect to the companies only way to speak to Someone through the emergency line. As you would think a dog being neglected is an emergency. And they would not speak to me. They do not care about the pets on the app at all. *** never even met the dog but have been seeing the same comments for months and this is not right. Please help Report the company. I am trying to find the owners information to report them but it is becoming difficult. Please please help!

  Business response

  07/20/2023

  Thank you for forwarding this customer concern to us.

  We sincerely appreciate the care for animals and passion that Pet Caregivers, such as Ms. ******* have on our platform. Please keep in mind that Wag! can not provide information pertaining to another person's account, pet, or any other sensitive information to any other parties outside of the account holder themselves for privacy and security purposes.

  Wag! has reviewed the customer's report in detail and have provided information on some steps that the customer can take in the event they encounter concerns that a pet's life or safety may be at risk. Please kindly note that Wag! can not advise a customer on what actions they should take.

  Trust & Safety is a key priority for Wag!, so we appreciate you taking the time to bring this to our attention.

  Best,
  The Wag! Team

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested boarding through the Wag! online website to begin June 23 or 24 (can't remember the exact day I requested). On June 20, I received the text message that stated no caregiver had been found yet. Because I needed services soon, I found a local boarder. I did not receive any other communication until June ******************************************************************************** through the app. I did not have the app downloaded on my phone, so I did not see any communication from the caregiver until I later downloaded the app. I received a 2nd text from Wag! on June 23 saying that they had cancelled services, but I would still be charged. It makes no sense that all communication regarding requested services was via text other than the acceptance of services. The attachments below show that I did contact Wag! by text and chat to attempt to resolve the matter. The only resolution that I was offered was $185.35 of the $463.39 which I was charged. I need a full refund for the following reasons:1) I did not know that a service had been booked more than 24 hours prior to when services were to begin making it impossible for me to cancel the service without a fee 2) I did not know a caregiver had offered to provide services because the caregiver was sending messages on the app which I did not have downloaded on my phone. The request was made on the website.3) I never would have agreed to pay $463.39 for 1 week of boarding 4) Wag! cancelled the services, not me. Had I known 24 hours prior to the pending service, I would have and avoided fees 5) According to Wag!, a caregiver was paid without providing a service. The caregiver and Wag! both knew that the caregiver had no correspondence from me 6) Wag! has acknowledged that they are aware that I did not have the app downloaded. I should not be held responsible for communication that I was unable to access.

  Business response

  07/18/2023

  Thank you for forwarding this customer concern to us.
  
  The consumer has been in contact with the appropriate team regarding their request for a refund for the boarding service. As a courtesy, the consumer has been issued a refund and can expect to receive it within the next 3-5 business days, depending on their banking institution. The concern has been resolved to the consumer's desired resolution and we have reached out to the consumer to offer support for any outstanding questions they may have.
  
  Kindly,
  Wag!

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was auto charged for a yearly Subscription renewal. When I signed up it said I would be notified one month prior to the charge. I was not notified. When asked to be refunded I was told no. This service is great and I no longer use it frequently so it is not economical to renew.

  Business response

  07/18/2023

  Thank you for forwarding this customer concern to us.
  
  The consumer has been in contact with the appropriate team regarding their request for a refund for their Wag! Premium subscription. As a courtesy, the consumer has been issued a refund and can expect to receive it within the next 3-5 business days, depending on their banking institution. In addition, we've confirmed with the end user that the subscription to the ********************** Premium Annual plan has been cancelled. The concern has been resolved to the end user's desired resolution and we have reached out to the consumer to offer support for any outstanding questions they may have.
  
  Kindly,
  Wag!

• Initial Complaint

  06/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/3/23, I paid for a 1 hour dog walk with Wag. The ****** they sent did not provide a walk. The ****** ********** my dog out the front door with no leash on and lost her. The ****** was holding a leash but it was not attached to my dogs collar. All if this is seen on my Ring doorbell camera. Wag never found my dog. I had to come home and spent hours looking for her. Eventually she returned home soaking wet, shaking and injured. We took her to the vet for treatment. Wag rejected my claim for reimbursement outright. No payment for the vet bill, has spent driving around looking for my dog, and they wouldnt even refund the $38 charge for the walk! The service was not provided. They just rejected it and told me to contact the ****** to try to get payment from her.

  Business response

  06/27/2023

  Thank you for forwarding this customer concern to us.
  
  We discovered that the consumer had already been in contact with the appropriate department, our Safety and Compliance Team, to address this matter. Once Wag! was notified, our dedicated team reached out to all parties for statements. Wag! worked with the parties involved to help facilitate a resolution. Wag! strongly recommends self resolution between involved parties after conducting a full review of the report. Additional information can be found on the Incident Resolutions Guide at ****************************************************** and on Wag!'s Terms of Service at ****************************************************.
  
  We have reached out to offer resources for any remaining questions or concerns they may have. We remain dedicated to discussing any outstanding questions they may have.
  
  Thank you once again for bringing this to our attention.
  
  Kindly,
  The Wag! Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩