ComplaintsforWag Labs, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm a pet care provider and I referred my mom to Wag for her two cats in 2018. At the time she was ~60, and not great with technology, so I was managing her account for her on my phone. Wag had a problem with that even though my mom and I don't live together. When I gave Wag proof that we don't live together they paid out a $150 referral bonus to me but took it away a few days later. Wag's reasoning was that my payment info was on my mom's account. Admittedly I should've just put my mom's card on her account but I just went with what was easier at the time. My mom paid me back for any Wag purchases I made for her in cash. To this day, Wag refuses to pay me the $150 referral bonus that I am owed and re-activate my promo code.

  Business response

  07/17/2024

  Thank you for forwarding this customer concern to us.
  
  After review, we connected with the consumer regarding their concern. Their concerns have been addressed previously in 2018 and again 2024 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. We remain dedicated to discussing any outstanding questions they may have.
  
  Thank you once again for bringing this to our attention.
  
  Kindly,

  *****
  Wag!

  Customer response

  07/20/2024

   
  Complaint: 21969467
  
  I am rejecting this response because:

  All I want is to be paid what I am owed, $150 referral bonus. I would like my referral code re-activated too but I'll settle for just being paid.
  
  Sincerely,
  
  ***********************************

  Business response

  07/25/2024

  Thank you for forwarding this customer's response to us.
  
  ********************** appreciates the customer's concerns; however, we have a record of no response from the consumer and to date have provided an appropriate determination within our policies with multiple explanations. 

  
  We are dedicated to working with the consumer on any outstanding questions they may have.

  
  Best,
  *****
  The Wag! Team

  Customer response

  07/26/2024

   
  Complaint: 21969467
  
  I am rejecting this response because:
  

  Their response is to do nothing. Im not satisfied with that nor will I ever be.

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

  Business response

  08/01/2024

  Thank you for forwarding this customer concern to us.

  We have carefully reviewed this customer's case and have reached out to them directly to provide further information on Wag!'s policies and Terms, which can be referenced here [****************************************************].

  We have also provided the consumer with the necessary information on why they have violated the Terms and Conditions and were/are not eligible to receive any credits regarding any expired promotion. The consumer is aware this determination has been made; this was communicated in 2018 and in 2024 and we have received no response at this time.

  Should the customer have further questions or require additional assistance, we remain dedicated to assisting them further.

  Kindly,

  *****

  The Wag! Team

  Customer response

  08/05/2024

   
  Complaint: 21969467
  
  I am rejecting this response because:
  

  Again, their response is to do nothing for my grievance. Im not satisfied with that nor will I ever be.

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business had a scam occur within its app platform involving money being stolen from one of its employees by a scammer, and it refused to assist the employee in any way with retrieving those funds.

  Business response

  05/17/2024

  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
  

  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a dog ****** with Wag! since 2019, and I have never had an experience like I did on February 7, 2024 with someone who I think has created a fake account on ********************** I have asked TWICE to have this Chihuahua dog *************************** C. blocked on my end. No response. The person claims to be in the military, "away from home," says his/her mother "*****" will be at ************************************************** to release the dog for a walk and it goes to a unit number that's not on the building. I waited for 30 minutes for someone to answer me in the Wag! app. No response. This apartment has no such unit number for a "*****," and yet, I still tried to make it work. The pet owner conveniently waited for me to leave and sent me this "Hey girl" message as though me and this person were friends. Then the "military" person switched to saying (s)he was confused because this person didn't approve me doing the walk when I was CLEARLY approved for the walk. I contacted Wag! and got a $5 cancellation for going to ******* C's address at ************************************************** But I logged into the app today and someone left me a no-show review from Wag! saying I never showed up for a walk. I didn't have a walk at all on March 13, 2024, and this is the only walk this ENTIRE year that I had a problem with.Because their support option solely goes to this automated system that cannot answer personalized questions, I'm once again stuck with using the Better Business Bureau as my go-to. Anytime I email *************************************** or woof***************************************, I get the following message "Thanks for contacting Wag! You've reached a no-reply email address that is not monitored, but our 7 days a week customer care team is available to help via the Wag! app." This option used to work. Now you either deal with an AI-generated response or get hung up on by the emergency hotline. I want Wag! to explain why this review looks like it's from Wag! when Wag! never leaves reviews on dog ******** accounts and if it's from *******.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Wag has been shorting me on payment, has forced me to do hours of unpaid labor unpaid, and has shorted me on myriad services while providing no explanation or support. Emailing customer support yields me no response.

  Business response

  02/29/2024

  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, 
  Juno
  The Wag! Team
  

  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Originally I complained to BBB because Wag's ******* account and support email address sent me a "no reply" email so I could not block a dog. Although a human being ended up replying to that no-reply email and I tried to cancel my BBB complaint the same day, Wag is apparently punishing me for leaving the complaint. I have walked 98 dogs and completed 560 walks on that platform and never had a problem being paid.The same week I filed this complaint, now I can no longer gain access to Stripe and I was not paid $22 for a walk I completed with ******* on January 26. Any walk before Tuesday mornings has a payout of Fridays. February 2 came and went.I tried doing an instant transfer, and it was rejected. And it charged me $1.99 even though the transaction failed and will charge me $1.99 again if I try.

  Business response

  02/06/2024

  Thank you for forwarding this customer concern to us.

  After review, we discovered that the consumer had connected 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. We remain dedicated to discussing any outstanding questions they may have.

  Thank you once again for bringing this to our attention.

  Kindly,

  Wag!

  Customer response

  02/06/2024

   
  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 would have MUCH preferred to talk to Wag! directly, but I couldn't get past those no-reply emails. I tried calling the emergency line, and the lady hung up on me after telling me my concerns were "not an emergency." I tried emailing and got auto-responses. I tried using their Instagram account. No one would talk to me. 

  FINALLY I got a support message from a friendly crew/person who resolved it all within 48 hours of my BBB complaint. Minus the dog I wanted to be blocked (who  was), this largely is an issue with Stripe. The timing was just oddly coincidental and I (incorrectly) thought my account was being frozen.

  It turns out that the payment complaint is related to me closing a checking account and a debit card, and having to prove I am who I am to Stripe in order for them to pay me. Wag! has no control over Stripe giving me access to this account. In the meantime, I've spoken to Stripe! at least 12 times and Wag! gave me a credit. 
  

  I have sent a message to the BBB team to wipe this complaint out. In five years, I have never had a problem with Wag! until this week. Although I still loathe their artificial intelligence customer service, the rest is a 9 out of 10.

• Initial Complaint

  01/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for the WAG premium service using the app. My account is charged $9.99/month and I would like to cancel the service. The app signed me out due to inactivity and it no longer recognizes the email address I used to sign in. The directions from the chat bot direct me to the subscription portion of the account, but no information is available. I am going in circles trying to get my subscription cancelled and cannot actually reach an email address or representative to speak to. In the meantime, my account continues to be charged $9.99 every month,

  Business response

  01/17/2024

  Thank you for forwarding this customer concern to us. Upon careful review, this consumer's concerns were relayed to our Customer Support team. We have reached out to the consumer to offer additional support and have resolved the concerns outlined. We are dedicated to assisting the customer with any outstanding questions or concerns that they may have.
  
  Kindly,
  
  Wag!

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My leashed dog was attacked by an unleashed dog while on a walk with one of their dog walkers. Unleashed dog and owner was not found. Wag does not train or provide their dog walkers with safety protocols. Wag refuses to pay for my dogs surgery costs. They insinuate I should go after the dog ****** who is practically a kid.

  Business response

  12/15/2023

  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 available 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 ****************************************************.
  

  The claim decision was made in alignment with Wag!'s Terms of Service and Community Guidelines. At this time Wag! will not be reversing or amending this decision. We have reached out to the consumer directly to offer resources for any remaining questions or concerns they may have. 
  
  Thank you once again for bringing this to our attention.
  
  Kindly,
  The Wag! Team

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A WAG employee was walking a dog at the ********************* regional park on Sat 8/26 while my family and I were picnicking. She lost control of the dog in her care and it darted at us and attacked my dog. At no point did she even try and regain control of the dog she was responsible for. She watched as the dog in her care attacked my dog and we tried to separate them. She did not have proper control over the large dog or the proper leash. After my family and I were able to save our dog from the dog in her care she ran away! She never once tried to cooperate with us in providing information. We had to get the park ranger to track her down. Two people and a dog were injured and she left the scene. She never once tried to check if anyone was okay. Our dog was taken to the ** for stitches which resulted in a $600 vet bill. I ended up in urgent care for X-rays and antibiotics since the dog broke skin. Weve reached out to the company SEV**AL times just to be ignored. WAG is responsible for their employees negligence. All we asked was for our vet bill to be reimbursed but they have chosen to completely ignore us. ****** the safety and compliance manager has been completely unprofessional and useless. He emailed back once to arrange a phone call , just to go *** after we gave our availability. Weve followed up with several emails and still havent heard a thing! I want the vet bill and my medical bills reimbursed. If it wasnt for WAGs negligence for not properly screening employees and the incompetence of their employee all of this would have been prevented! Below youll see attached. The injury , information we got from ranger , the employee running away from us and vet bill. I did not include my medical receipt as is contains PHI.

  Business response

  10/20/2023

  Thank you for forwarding this concern to **.
  
  Upon careful review, it was found that they have been in contact with the appropriate team regarding their report. At Wag!, we take platform Safety seriously and go to great lengths to ensure the protection of all users and pets while on the platform. Our *********** and ******************* have been cultivated by real Wag! users to provide Safety videos, Community Guidelines and best practices to help further ensure safety. We are dedicated to assisting with any outstanding concerns that this user may have. 
  
  Kindly,
  Wag!

  Customer response

  10/26/2023

   
  Complaint: 20727822
  
  I am rejecting this response because: we had finally spoke with someone from the safety and compliance team, only after I submitted a complaint and left a review. Previous to this there was zero effort on WAG!s team to communicate. We thought everything was taken care of and we would be REFUNDED our vet bill for the incident. However we are now getting emails to sign a W9 for the refund. Please explain why on earth we are required to complete a W9 to report income for a refund on a Veterinarian bill?  
  
  Sincerely,
  
  *************************

  Business response

  10/27/2023

  Thank you for forwarding this concern to us.
  
  The user had already been in contact with the appropriate department, our Safety and Compliance Team, to address this matter. Their concern has been resolved to their desired settlement that was indicated on their report. Please kindly note that the user has been informed that the W9 is a required from Wag!'s Accounting Team for tax purposes. The user *** refer to their emails with our dedicated Safety and Compliance team for additional information surrounding the next steps to take. Any further questions or concerns that the user *** have *** also be directed to their ongoing email correspondence with Wag!'s Safety and Compliance team.

  We remain dedicated to discussing any outstanding questions they *** have. Thank you once again for bringing this to our attention.
  
  Kindly,
  The Wag! Team

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please do not use Wag. We went to the beach Tuesday, got a sitter through their service. No big deal right? Fast forward to Thursday, no check ins, no pictures, nothing. I called their help desk as the sitter was not responding, they assure me they will send another sitter to do a wellness check. This never happens. Friday morning we receive several messages from the sitter who assured us shes just forgotten to clock her walks. Were now at Saturday and short of these few messages Ive heard nothing, and am extremely worried. I call again and they assure us once again, wellness check and now a full refund for the service. They will also be cancelling our current sitter and assigning someone else. Five hours pass, nothing, then suddenly a message from Wag. Theyve found a new sitter! Yay! Oh wait, its the same sitter. She assured me its just an app malfunction and shell arrive by 6pm. Its now 11pm the same night, no word from the sitter. Call Wag, wellness check etc, and still nothing. Sunday morning I reach out to another sitter that I ALMOST booked who frantically rushes to my home, tells me my dogs are dehydrated, covered in filth, my cat has been locked in a bedroom with no food or water, my new apartment is essentially trashed. Call AGAIN and once again told full refund, wellness check. Come home to find about 100 empty cans of ***** light, including UNDER MY BED. They process the refund Sunday morning, go to buy ***** school supplies this afternoon, card is declined. They refunded then RECHARGED the $400 despite never providing me with a new sitter nor fulfilling the request. I called at 3pm and was promised a call back the same day to resolve the issue. Nothing. Please only trust your animals with people you know so you never end up in my shoes. And if you dont heed my warning and are matched with **********, RUN.

  Business response

  08/16/2023

  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

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking for a Pet Sitter to watch my dog during our upcoming vacation, and went through the steps to look for someone that was available that week to watch my dog (boarding services), and was asked to enter all of my credit card information before I even had found someone who was available on their mobile app. Instead of giving me a choice of providers to decide who I wanted to watch my dog, they auto-matched me to a pet sitter and instantly charged my **** Citibank Credit card for the amount of $604.99 without giving me a chance to confirm the charges or to accept the caregiver they had selected. I immediately CANCELLED with that provider on the very SAME DAY oj June 1st, and yet the charges in the amount of $604.99 STILL appear on my credit card, as they have NOT taken the charges or hold on my account for the cancellation the same day. Here it is almost a month later, and they have STILL not refunded my credit card for the amount of $604.99 and I have called TWICE to get this corrected, and they keep telling me that finance has to take care of it. I called on on June 19th, they said it would be taken care of in 5-7 business days, and then I called again TODAY on June 29th, and they STILL have not taken the HOLD/Charges OFF my credit card, for services that I NEVER PURCHASED and CANCELLED on the very same day they tried to book me with someone automatically. This seems to be FRAUD as I cancelled the FIRST day they booked me automatically and charged my account without asking if I accepted the charges, and then REFUSE to CREDIT my account for the last 28 days. Does it really take that long to process a CREDIT back to a CREDIT CARD?? This is very concerning, and WAG should not be allowed to continue in business.

  Business response

  07/20/2023

  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. The consumer has received a refund, per their desired resolution. We have reached out to the consumer to offer additional support, though we have not heard back. 

  Kindly,
  Wag!

*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. ↩