Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, 12/27, I confirmed a Wag ****** and sent a message thanking her for picking up and confirming the request for a 30 min walk as I had to work a 12 hour day and I wont leave my dog without care that long. I left home at 6:00am and confirmed a 30 minute Wag walk, to take place at 10:30am, at just after 7am that ********** 10:15, The Wag ****** cancelled. At 11am, Wag still didnt have a backup ******.I used the help button on the app, got a chat bot , and was told I needed to email a form to a customer service agent. I waited and no response.I left work because my dog needed to go outside.I finally got an email saying the system assigned a backup ****** and I cancelled. Complete lies. I responded in that manner and asked for a full refund. They offered me WAG credits.Nope. Never again. That company needs to be shut down.

  Business Response

  Date: 01/02/2025

  Thank you for forwarding this customer concern to us.
  
  Upon further examination of the customers experience, we acknowledge that there were areas of improvement that could have enhanced the overall experience. We appreciate bringing the matter to our attention and allowing us to correct it.
  Their concerns have been addressed with the appropriate department, and have been refunded accordingly. 
  We sincerely apologize for our missed opportunities. We remain dedicated to discussing any outstanding questions they may have.
  
  Kindly,
  Wag!

• Initial Complaint

  Date:12/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wag! provides pet caretaker services. This particular caretaker canceled on me morning of and then begin to threaten me when I expressed my frustration that she did not submit her cancellation to Wag!. If she had done, so, Wag! wouldve found me a replacement. But she did not want to accept responsibility and do the cancellation herself. The scheduler (me) is unable to do so Due to app limitations on my end. This particular caretaker mentioned that her father is in the police and implied that she now has my information and can do with that what she will including my residence. Doesnt even offer me the option to contact a human being. So I contacted the police. I feel extremely unsafe. Wag makes it impossibleto have my concern addressed urgently. I had to cancel because this person is dangerous, and now my pet will have no care tonight. That in of itself is highly unethical. ***** will not let me find a replacement same day for their own dangerous. Caregivers nor let me talk to a human rectify the situation.

  Business Response

  Date: 01/03/2025

  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, 
  *****
  The Wag! Team
  

  
  

• Initial Complaint

  Date:12/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/2024 I was booked by a Wag! Pet Parent to come sit her 2 dogs and 1 cat starting on 12/22/2024. The pet parent called me through the app and was also messaging. We discussed the needs for her animals, how to access the house, and the expected times and visits. It can be seen in the app that she told me to arrive at 12pm PST on 12/22/2024 to begin caring for her pets. I left ********* at 9am the morning of 12/22/2024 to arrive in ************* with plenty of time to get to the pets on time. During that drive, Wag! Decided to cancel me as the pet caregiver and gave me no notice other than a text message, which I did not receive in time due to driving. There was no phone call or anything. Wag! Said they marked me as a no-show and would be restricting my account. Once I was able to get in contact with support, which is not easy at all through their app, a representative let me know they did see in the app that the pet parent told me 12pm but there was nothing they could do besides remove the restriction from my account. If the pet parent would have cancelled me themselves, I would be entitled to the full booking amount of over $400. However, Wag! does not feel that I should be compensated at all which is extremely unfair. I did nothing wrong in this scenario and was following the clear instructions from the pet parent which Wag! even acknowledged.

  Business Response

  Date: 12/26/2024

  Thank you for forwarding this customer concern to us.
  After careful review, it was found that the consumer had been in contact with the appropriate team regarding their concern on December 22, 2024. 
  They were educated by our support team on the proper procedure to start and end service as well as the grace ****** provided. Additionally, our teams informed them of the denial for compensation.
  We have reached out to offer support for any remaining questions 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,
  Wag!
  
  

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem arose due to misleading information and inaccurate instructions provided by the pet owner. Their profile stated that the ****** needed to text them to obtain a code for the key box. Upon arriving, I located the key box and proceeded to text, call, and ring the doorbell (which has a camera) but received no response from the owner. I waited for over 10 minutes before leaving and sent a final text explaining the situation.The WAG! platform also contributed to the issue. Once I confirmed my arrival through the app, I could not contact the owner without selecting "I have access." This required me to confirm access to the house before I could even request the code for the key box. This is a major flaw in the WAG! system.I chose not to cancel the drop-in because the issue was not on my end. I invested my time and gas to get to the location, but I was unable to perform the service due to unclear instructions from the owner and the lack of resources from WAG!'s support team.After I marked the walk as incomplete, the owner suddenly responded to leave a 1-star review, stating, The key is literally under the mat. I had no way of knowing this beforehand and had followed the instructions provided in their profile.I have been trying to contact WAG! to dispute the bad review but have been unable to reach anyone. Support for caregivers seems nonexistent. However, for pet owners, issues appear to be resolved in the blink of an eye.I do not agree with the payment adjustment, the cancellation fee, or the negative review on my profile.

  Business Response

  Date: 12/26/2024

  Thank you for forwarding this consumer concern to us. Upon careful review, it was found that the consumer had been in contact with the appropriate team regarding their concern on 12/14/2024 as well as 12/16/2024. We have reached out to the consumer to offer additional support and have not yet heard back. We are dedicated to assisting the customer with any outstanding questions or concerns that they may have.
  
  Kindly,
  *****
  Wag!

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a ****** for Wag for over 6 years. I have an impeccable record with all my services. Recently Wag has gotten rid of their phone customer service. They only have it through email or AI chat. It makes issues very difficult and getting immediate action impossible. I received a request for a walk and accepted. The address provided led me to a field. I drove around for 45+ minutes through neighborhoods trying to find the house. I contacted Wag, I contacted the pet parent with zero from either. After 45 minutes I finally found the house at a completely different address and walked the dog. The owner left me a one star review. I contacted wag to get this removed and they informed me that they protect owners ability to review. Even with evidence of the owners mistake and my completed service. I went back and forth with Wag through email sometimes waiting days for a response and ultimately they said they protect owners. Not the walkers. Its shameful as a business to not protect the ones that keep it running.I was given no other options when I they could have just deleted the comment since they confirmed I did do everything I was supposed to. They could have let me contact the pet parent, and even asked me why I didnt even though the messages disappear and I have no way of doing that. Its a shame and Im so deeply disappointed. On top of that I was not paid for the service.

  Business Response

  Date: 12/26/2024

  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!

  Customer Answer

  Date: 12/27/2024

  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,
  
  Kara 

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had contacted Wag to inquire about their dog sitting service. They gave me several caretakers contact info. The app I was using did not allow me to enter my cell #. After several attempts I gave up. I had entered the dates and times that I needed someone to let my dogs out. The policy is that the caregiver will do a meet and greet and then you make arrangements with them. Unfortunately, I had to enter my cc number to have an acct. I never heard a word, no call, no meet and greet. Nothing. I arranged for someone else to come and let the dogs out..So somehow they found my cell # and sent me a text asking where the key was. I replied that I never contracted with them, never had a meet and greet. I added they did not have permission to be on my property and that I was going to call the police. They charged my cc *****. I fell like this was a total scam and I want to be justly compensated. I would also like to make this widely known and would encourage people not to use this service.

  Business Response

  Date: 12/10/2024

  Thank you for forwarding this customer concern to us.
  
  After careful review, it was found that the consumer had been in contact with the appropriate team regarding their concern and refund on December 8, 2024. Their concerns have been addressed with the appropriate department and their feedback has been passed along. We have reached out to offer support and clarity for any remaining questions 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,
  Wag!

  Customer Answer

  Date: 12/10/2024

  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.

  I wish no further interaction with Wag.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the premium subscription of Wag by accident. I deleted it within 3 days which is the guideline they provide. I contacted a support number and email I used last year and the number tells you to go to the website and the email says it's no longer in use. Their chatbot on the website does not redirect you to an agent no matter how much you beg. They have a rule on their website that says if you bought premium, but canceled within three days and don't use any of the features you can get a refund, but you have to contact Wag!. And that's a scam because there's no possible way to contact them.

  Business Response

  Date: 12/05/2024

  Thank you for forwarding this customer concern to us.
  
  After careful review, it was found that the consumer had been in contact with the appropriate team regarding their concern on December 4, 2024.
  Their concerns have been addressed with the appropriate department and they have received their refund as well as confirmation of the cancelled account. Their feedback has been passed along.
  
  We have reached out to offer support for any remaining questions 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,
  Wag!

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: April 2024 The amount of money you paid the business: $300 (taken from my Wag account)What the business committed to provide you: The Wag app offers dog-walking services, where dog walkers like myself are paid for completing scheduled walks.What the nature of the dispute is: My account was hacked in April 2024. The hacker accessed my profile, canceled ongoing and upcoming dog-walking jobs, and withdrew all of my earnings, totaling $300. This caused my profile to receive several negative reviews, as the hacker canceled jobs that were in progress. I reached out to Wag for assistance, but they did not resolve the issue. I also suggested that they implement two-factor authentication to prevent such breaches, but received no response. Numerous other users on ****** have reported similar issues with their accounts being hacked on the Wag platform.Whether or not the business has tried to resolve the problem: Despite my efforts to contact Wag customer support, the issue remains unresolved. I have not received a refund or any compensation for the losses I incurred, nor has the company provided any meaningful response.If the issue involves advertising, when and where the ad was seen or heard: This issue is not related to advertising.

  Business Response

  Date: 12/03/2024

  Thank you for forwarding this customer concern to us.
  
  ********************** 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 **********************'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

  Date:11/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello:I had been a customer for several years and at times I did not use Wags! Services. I do use the app as this seems to be the only way to conduct business with them.I reviewed my banking records in September 2024, and noticed a charge by Wag! In the amount of $119.99. This transaction was made on September 9, 2024. I had filed a claim with my bank shortly thereafter and a final determination was made via letter on November 12, 2024. When I called the bank on 11/22/24 @ 0834, they said they lost the dispute and the claim was denied. I would have to pay the $119.99 that Wag! asked for.Since I did not make that transaction, and I would never pay that much money to them for services, I am strenuously objecting to this transaction.Therefore I would ask that Wag! credit me with $119.99 immediately.Their address is:***********************************************************************************************************************************

  Business Response

  Date: 12/03/2024

  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, 
  *****
  The Wag! Team
  

  
  

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22592376
  
  I am rejecting this response because:

  1) I did not make this transaction of recent date in the amount of $119.00;

  2) They claim I have multiple accounts with them. I do not. I have changed my parameters re address, phone number and email to sole account over the years. I only re-started the account in 2023.

  3) They have at the bottom of their website a direct link to a complaint department in ******. I thought this would go to the BBB in *******. Their app is the identical app to this complaint Bureau.

  4) I would respectfully ask that the company correctly correspond to the BBB at the *************, *********, instead of writing to me directly, quoting the BBBs case number.

  5) I have two emails from the company regarding this issue. One was sent on 11/26/24 another on 12/03/24. I am attempting to retrieve these at this time.

  Thank You very much.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/10/2024

  Thank you for forwarding this information to us.  

  We have reached out to the party regarding this report on 11/26/2024 and 12/03/2024.  Unfortunately, we have yet to receive a response back from them regarding their report and our investigation.
  If the party contacts Wag! within the next 10 business days, we will further assist regarding their concern. 
  
  Best,
  *****
  The Wag! Team
  

  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22592376
  
  I am rejecting this response because:
  
  Consumers are advised by the BBB to correspond with them - the BBB - directly. Not company to consumer.

  Wag! erroneously and fraudulently took $119.00 out of my bank account.

  I want this money returned. I also want them to never correspond with me again, whether email, text or any other communication, and to erase my particulars from their database.

  Thank You.

  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Against Wag: Misleading Practices, Safety Breach, and Nonexistent Customer Service.1. Nonexistent Customer Support: ********************** offers no real customer service. Their AI system only redirects users back to the website, with no option to contact a human representative by email or phone, even for emergencies or critical issues. 2. Faulty Cancellation System: I have repeatedly attempted to cancel a boarding ************ subscription, but the system does not work. Despite canceling IMMEDIATELY after a bait-and-switch situation, the boarder remains "booked" on my Phone App, but "No Calendar Items booked" on the Website. When I look at my Gmail, it says "Pending." 3. Bait-and-Switch and Safety Concerns: I booked a 5-star, experienced FEMALE boarder I worked with in the past, for $60 per night, but Wag! assigned a MAN with ZERO ratings, NO experience, and an out-of-state phone number. Despite canceling IMMEDIATELY,, he is still listed as booked ON THE **** Wag! also shared my personal information, including home passcodes and travel dates, with this individual. He has not responded to ANY of my desperate phone calls, and this breach of trust leaves me feeling unsafe. 4. Unauthorized Charges: Wag! charged my account $350 for the unqualified boarder and $29.99 for a subscription I have been unable to cancel. I demand immediately: - CONFIRM that the unqualified boarder is fully removed and has no access to my personal information. - A full refund of $350 for the boarder and $29.99 for the subscription. - Immediate cancellation of my subscription. Wag!s practices are unacceptable, unsafe, and misleading. I urge you to take swift action.

  Business Response

  Date: 11/26/2024

  Thank you for forwarding this customer concern to us.
  
  Upon further examination of the customers experience, we acknowledge that there were areas of improvement that could have enhanced the overall experience. We appreciate bringing the matter to our attention and allowing us to correct it.
  
  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.
  
  We sincerely apologize for our missed opportunities.The requested refund has been issued, per their desired resolution.
  
  We remain dedicated to discussing any outstanding questions they may have.
  
  Kindly,
  Wag!