ComplaintsforWag!

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Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
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.
This company is not responding or refunding my money. It is a safety violation and i need help asap dealing with this merchant for services not rendered I have been attempting for a resolution since July and the last email that was sent was July 29. The service was never rendered and the company is unresponsive. Before I file a dispute for a refund with my financial institution, I am allowing them one more chance to do a refund without complaints against their company. I am looking for a refund ASAP back to original payment method along with communication, and a contact from management Unfortunately, I'm writing this letter not for a positive review, but for a refund and the full amount back to my original payment method. Upon signing up for this, I was under the impression that this was a safe site connecting me to individuals who are in the best interest of their pet care. However, I have not experienced this and I believe that a breach of safety is an issue. I am asking for a full refund of $49.95 back Before I contact the Better Business Bureau and my bank. Please let me know when I will see a refund placed back or if I should follow up with the BBB and my financial institution to file a formal complaint instead. I hope that you take extra safety precautions moving forward with your services and that you understand this is written with Sincerity And hopes that no one else has. Please respond back so I know how to follow up.
Business response
08/14/2024
Thank you for forwarding this customer concern to us.

After review, we connected with the consumer regarding their concern. Their concerns have been addressed 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!
Initial Complaint
08/03/2024
Complaint Type:
Product Issues
Status:
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.
In june/2024 I applied to be a dog ****** / caregiver with Wag! and during the process they charge you a fifth dollars fee payment for background checking. I paid the fee and submitted requested identity documents and SSN. After applying, I received a message declining my application because it requires SSN with no DHS Authorization or identity documents for citizens.These information are not stated during the enrollment process or before charging you the fee. I'm currently under a J2 **** holding a EAD card and SSN, so I'm allowed to work. If information stating that citizenship is required for applying, I wouldn't have done it.I contacted Wag! / ***** explaining the situation asking for a refund, but they said the fee is not refundable. I feel like this is a bad faith conduct, as I clearly just applied for it because I do have a work permit. Besides, they charge you a considerable amount, so I would like to request refund from them.
Business response
08/09/2024
Thank you for forwarding this customer concern to us.

The consumer 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 response
08/11/2024

Complaint: 22088787

I am rejecting this response because my request is still under evaluation.
I was contacted by the business on my email where they asked me for 2 business days for further reviewing and evaluating the case before offering a resolution. This was 6 days ago (4 business days) and I am still waiting. I cannot accept the answer as the business actually did not offer one so far!

Sincerely,

**** ***********************
Business response
08/12/2024
Thank you for forwarding this customer concern to us.

The applicant has been in contact with the appropriate team regarding their concern. The applicant has been advised that Wag!'s determination is final and no refund will be provided as disclosed in our Refund Policy, which they agreed to prior to purchase.
Regarding the requirement for all applicants to provide applicable documentation stating U.S. Residency, this is also acknowledged and agreed upon during the sign-up process. Applicants are also granted access to ************* during sign-up, refer here: *******************************************************************************************************

Wag!'s *********** is designed to provide transparency and assistance with customer inquiries. Our dedicated Customer Support team is also available through the *********** or by emailing *********************************************************** to address any outstanding questions.

After careful review, it was concluded that there were no sufficient communication records from the applicant regarding their concern at the time of the reported concern so this explanation could not be provided. We remain committed to assisting this customer and addressing any further questions they may have.
Best,
*****
Initial Complaint
07/31/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
The customer service at ********************** is a complete joke! I had a horrible experience with a person who had a 5 star rating on the app. ********************************* was connected with me on the app with 5 stars and was supposed to stay at my home overnight. She was supposed to take care of my dog ***** for about 24 hours til I got home from *******. She left my dog alone for over 12 hours and I was still charged by Wag for over $100 even after I sent them a detailed email with proof from my ring camera. She also left some really disturbing vodoo dolls in my house, I feel completely violated. What is most disturbing is I left a bad review for ********************************* and it wasn't reflected or even shown on the app. She is still showing 5 stars, Wag literally only gave me $30 off, and that's it. If someone violates your home and leaves your dog alone for over 12 hours... just not acceptable. Please don't trust this app, its really messed up and if something happens to you or your dog, you won't get anything from the company.
Business response
08/03/2024
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
Initial Complaint
07/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Wag! First time user. They matched me with providers that were too far away. I did not approve or receive ANY boarding service but was charged ******. I can't talk to anyone. Their help bot cannot help me. Customer service number is useless. Feels like this is a scam. I filed a dispute with my bank.
Business response
08/01/2024
Thank you for forwarding this customer concern to us.

After review, we connected with the consumer regarding their concern. Their concerns have been addressed 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!
Initial Complaint
07/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I would like to request the deletion of all my personal data associated with this email *********************************************** from your database and the closure of my account. This includes my name, phone number, address, credit card information, and any photos such as ID. However, when I contacted your representative regarding this matter, they insisted I need to send either my ID or photos for verification, which I am not comfortable with. I do not feel obligated to submit my own data for verification, especially since this is not a government website, and this clause wasn't included when I joined a few years ago
Business response
07/25/2024
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 on 4/26/2024 and were directed on how to handle their concern and the policy surrounding data deletion per our Data and Privacy Policy. 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 response
07/25/2024

Complaint: 22016646

Hi,
Thank you for getting back to me. I received a response from a Wag representative, but it still doesn't address my concerns or resolve the issue. (Please see their response below.)

My main concern is that I do not want to submit my ID because I don't trust your security system, and I was not informed of this requirement when I joined a few years ago. I have no intention of using your system anymore; I simply want to delete my information from your database. This policy seems unreasonable. No government agency or other company requires ID to delete personal information. Have you seen data breaches from other companies? I am not comfortable providing my ID due to the risk of data breaches.
------------------------
[Wag's response]
This is Rxxxx with Wag! again. We understand you have already connected with our Customer Support representatives on ***, who informed you of what is required in order to move forward with your data deletion. As you have been provided with the resources necessary to complete this process, the next steps would be the responsibility of the User.

As you were informed, ********************** must adhere to legally mandated procedures that prevent the unauthorized disclosure or deletion of data without proper verification. Please understand that these are legal requirements that Wag! is unable to bypass, therefore our determination remains unchanged.

We hope this provides the necessary clarity and please be assured your feedback has been passed along. We will inform the BBB of our determination, however you are free to contact our Customer Support team at any time with any questions you may have.

Thank you once again for connecting with Wag!.

Kindly,
Roxxx
The Wag! Team

Sincerely,

N J
Business response
08/01/2024
Thank you for forwarding this customer concern to us.

We have carefully reviewed this customer's case and have connected with them directly on 4/24/2024, 4/25/2024 and 7/25/2024 to provide further information on Wag!'s policies and procedures regarding account deletion, which can be referenced here [******************************************************]. These policies are always available for consumers to review on wagwalking.com.

We have also provided the customer with the necessary information to proceed with account deletion should they choose to do so, but we have yet to hear back.

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

Kindly,
*****
The Wag! Team
Customer response
08/02/2024

Complaint: 22016646

I am rejecting this response because:
Your privacy policy, which now requires ID verification for deletion, was not in place when I signed up a few years ago. Since then, I have never used the service, as you can see from my history. The email response from the Wag company to my personal email address still doesnt address my concern, which led me to report the issue to the BBB. I received the same response repeatedly. While I understand the need for ID verification when signing up or using your service, requiring ID for the deletion of my personal information cannot be justified.
Initial Complaint
07/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/30/2022, I hired a dog ****** through Wag! I then paid for my services rendered on July 31, 2022. Fast forward to February 9, 2023, I received an email showing that I never paid for said services. I sent them an email explaining my unhappiness with their accounting records and told them they will fix this. They responded with disregard the email sent as it was sent in error. Fast forward to July 10, 2024, I received the same email showing that I owe for services dated 7/30/2022. And yet again, I sent them another email which is attached to this complaint. I am unsure how the BBB will help with this situation, however, I am starting to feel that this is a scam and wonder how many people out there are falling for the "error" emails and continuing to pay more and more every year.
Business response
07/23/2024
Thank you for forwarding this customer concern to us.

After review, we connected with the consumer regarding their concern. Their concerns have been addressed 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
07/24/2024
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.
***** emailed me that they are working with thier ****************** to ensure I do not receive delinquent emails in the future. At this time I am satisfied with that response, and hope they are able to correct this from happening again in a year or so.

Sincerely,

*************************
Initial Complaint
07/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have tried to use Wag for training. I have book time with now 2 !so called trainers. Nither showed up!! They flake. How do you run a business like that??Don't us them!
Business response
07/19/2024
Thank you for forwarding this information to us.

We have reached out to the party regarding this report. Unfortunately, we have yet to receive a response back from them regarding their report.

If the party contacts Wag! within the next 10 business days, we will further assist regarding their concern.

Best,
*****
The Wag! Team
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
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.
Original transaction took place 02/05/16. Did a one time promotional walk to trial the service then never used it again. Today 07/10/24 I received a notice that I am past due. Tried going to their site to file a dispute even redownloaded the app. The site only offers a chat bot that did not provide a resolution and no way to escalate to a human. Multiple attempts made to rephrase my question, tried for over an hour and got no assistance. Found some different phone numbers, tried them, but it was always just a prerecording redirecting me to the site or app. The original email was from a do not reply address and only provided info as to where to send money no contact info provided. Resorted to an instagram DM which finally sent an auto reply with an email address I could use. Email sent but not confident when Ill actually receive a response.
Business response
07/12/2024
Thank you for forwarding this customer concern to us.
Upon further review, we connected with the consumer regarding their concern. Their concerns have been addressed with the appropriate department and they have confirmed their satisfaction with our resolution. We have reached out to offer further support and remain dedicated to discussing any outstanding questions they may have.

Thank you once again for bringing this to our attention.

Best,
*****
The Wag! Team
Initial Complaint
06/27/2024
Complaint Type:
Customer Service Issues
Status:
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.
I noticed after reading on here that this has happened to other people and not just me. I booked a sitter through Wag!, who did not confirm the request yet because we had a ************ in person scheduled for this evening. I was not aware that it expires after 24 hours and rebooks you with someone else if they don't confirm. It's my first time using Wag and this sitter made me feel comfortable and accommodated my pets needs based on her bio. I was at work not on my phone when it gave me only the *************************************************************************************************************** a $99 cancellation charge if I cancel which will then be +$99 on top of my service when I rebook with the correct sitter. I am already barely able to afford the lengthy boarding and this has me panicking because I have a meeting scheduled with the original sitter in a few hours. I cant contact Wag at ALL and their "help" chatbot is not giving me the correct reply based on my issue. This is ridiculous and so stressful on a pet parent right before a long trip. I read that I had the option through "pet parent match" to review the caregiver before it was confirmed. This was a lie. I am extremely upset at how this is not even being handled. They essentially are trying to steal $99 from me??
Business response
07/05/2024
Thank you for forwarding this customer concern to us.

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
05/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a pet sitting service with WAG 3 months ago and verified dates with the sitter. The day before we were to depart for vacation, I visited WAG site and enter my card number to complete transaction. Wag had deleted my previous history from my account and deleted my preferred site as well. Instead, they sent me an ultimation that I much choose between 2 sitters they recommended within 2 hours, or they would choose for me. I immediately starting a text conversation with WAG as they do not have a customer service number or email to get this fixed and contacted my preferred site directedly to get her involved. She did get a response from WAG but they stubbornly refused to fix this problem for reason unknown. I did not accept or authorize the sitters wag offered and thought that was the end of it. On 5/14/24 Wag hit my card for $63.00 and again on 5/19/24 for $329.99. These charges were not authorized b me as I did not use their services although I did everything humanly possible to work this out. I feel WAG is a predator unethically obtaining pet lovers credit card and not delivering on their promise. We love our pets and want to use a sitter we know and are comfortable with. Please as WAG why they did not respond to my texts, preferred sitters' texts, why they did not fix this when they were made aware of the problem.
Business response
05/30/2024
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 response
06/04/2024

Complaint: 21767411

I am rejecting this response because:

Sincerely,

***************************
Wag again did not explain why they did not answer my texts when this problem first surfaced. They state that my preferred ***************************** was unsuccessful in reaching me. This is not true as we had many conversations trying to fix the mess Wag had created. You can reach her at ************. We were both frantic to complete this booking as I was leaving the next day for a family vacation. ******** did alert WAG to the incomplete booking due to her name not showing up in the available sitters WAG offered me in their 2 hr. ultimatum. They stubbornly refused to correct this problem. They did not answer my texts pleading with them to correct this issue in their system. They apparently only cared about getting my credit card and robbing me. All of this can be verified. WAG did not call me and leave a message. They obviously have my email address but did not message me in any way. I am appalled that WAG dispatched a sitter to my home while I was away on vacation. What a lying and sleazy company this is. Please warn pet owners about their dishonest practices. I am sure there are other victims of their ultimation billing platform. Once they have your card you have incurred a monstrous charge. No customer support number or email so you cannot stop the booking. So evil and dishonest.
Business response
06/11/2024
Thank you for forwarding this customer concern to us.

The customer has been in contact with the appropriate team regarding their concern. The customer has been advised that, unfortunately, Wag! cannot refund the cancellation fees per their desired resolution. As outlined in our FAQ, if a confirmed Sitting or **************** is canceled when a Pet Caregiver is on the way, a cancellation fee equal to 100% of the *base booking price will apply. More details can be found here: **************************************************************************************************************

Wag!'s *********** is designed to provide transparency and assistance with customer inquiries. Our dedicated Customer Support team is also available through the *********** or by emailing *********************************************************** to address any outstanding questions.

After careful review, it was concluded that there was not sufficient communication records from the Pet Parent regarding their concern at the time of the reported concern. We remain committed to assisting this customer and addressing any further questions they may have.
Customer response
06/12/2024

Complaint: 21767411

I am rejecting this response because: Please review the text messages i sent WAG when this problem first surfaced. The messages were delivered via the only method possible through the WAG chat function. There is no customer service number or email on their app tool bar. I spoke with WAG pet sitter ******************************* 5/13 at 9:37 am for 3 minutes according to ******* records. She could see the booking on her end, but it was not showing up in my account. She notified ******************** but they did not call or text me according to ******* records. They allege they did call me but there is no voicemail, text, or email record of this. If WAG has any records to back up their claim, please ask them to submit them along with Chat messages received from me on or about the 13th of May. WAG states they emailed me at a different email address, but that email does not exist, and ****** would have messaged them undelivered. Please ask them for Gmail records. I have come to the realization that this company is so poorly run they do not know or have any reasonable control of their day-to-day business communications.
Now to the criminal part. On or about 5/14/24 I visited the WAG site and updated my credit card information hoping to complete my booking with ******************************* for pet sitting. I immediately got a message from WAG that I had 2 hours to choose a sitter, or they would choose one for me. They provided a choice between 2 sitters. *********************** was not one of them. I began messaging WAG through their Chat function alerting them to the problem and I let them know I was not using anyone else in their employ. At the end of 2 hours, they charge me a fee of $63 and again on the 19th another fee of $329.99. This is illegal. If I update my credit card with Amazon, they do not issue an ultimatum and within 2 hours steal nearly $400 from me with no services provided. I did not agree or select any opt in or other method of " buying " anything from WAG. The fact of the matter is I tried every way possible as did *********************** to work this out. WAG does not care. They have my money and will continue to lie about this. It is stealing pure and simple. Please demand records from WAG before you make a decision. I am sure there are many other victims that have been scammed by this corporate pirate. It is despicable that a company would make their living scamming pet owners. Shameful.

Sincerely,

***************************
Business response
06/25/2024
Thank you for forwarding this customer concern to us.

********************** has been in communication with the customer and they have been advised that ********************** will provide a refund, as a courtesy in good faith. We will be processing the refund for the cancellation fees, totaling the amount of $392.99.

Additionally, we have documentation of communication to the customer as well as educated the on their possession of two accounts with **********************. We are awaiting communication from the customer to confirm which account should remain active.

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.

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!
Customer response
06/26/2024

Complaint: 21767411

I am rejecting this response because:
The response is the same as the last wag response. They sent it to me via my correct email address stating they used a dead email address that would have bounced as undelivered by ******* These as tech savvy people. They obviously knew or should have known that the email did not reach me. Ask wag to verify they did or did not get an undelivered notification from ******* See if they will lie to you like they have been lying to me. I have contacted ******* and was told due to privacy concerns it is not possible to recover the texts i sent wag through their chat function during the period of 5/13/-16/24. They are lying about this saying I did not text them. Ask them for records of the chat conversations during this time frame. I sent them several texts and did not get a response. I have attached a photo of one of my many text conversations with the wag sitter i was trying to book. You can see the wag response admitting there was a problem and assuring her they would contact me. They are clearly lying in stating they were unaware of this problem as the attached text has their pledge to make this booking right. All they had to do was contact me. It is ludicrous for a tech company to say this was technical issue and not their responsibility. The fact of the matter is they had my money and did not do one thing to make this right.
Sincerely,

***************************
Business response
06/27/2024
Thank you for forwarding this customer concern to us.

After the caregiver, ********, contacted our support team on May 16, 2024 about ******* being unresponsive, we attempted to reach him using the contact information listed on the account created by the Pet Parent on 02/22/2023, which was the account associated with the service request.

When we sent our support email ***************************** the email associated with this account, we received a bounce-back notice.This happened as well after sending a text to the phone number ending in 9204. At that time, we found no alternate account or contact information, which is why Wag! Support could not follow up further at that time.

After this recent concern was brought to our attention, we conducted additional research and located the account created on 05/02/2022. This account contained *******'s active contact information, including the email ****************************** It was later confirmed that these accounts were associated, and since the service was scheduled on the account with the inactive contact information, we understand that ******* did not receive any scheduling notices, chats from the caregiver or communications from our support team on May 17, 2024. This is why we are making an exception to issue a refund.

In addition to processing the refund, we would like to help resolve this matter by deactivating the account with the inactive contact information. If we have ****'s permission to proceed please let us know.

We remain dedicated to discussing any outstanding questions they may have.

Kindly,
Wag!
Customer response
06/27/2024
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,

***************************

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