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:04/18/2025

  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 contacted the business to dispute two years worth of charges for an annual subscription, totaling $191.98. The business has confirmed that my account does not have a premium subscription linked to it, but refuses to issue a refund. It requires that I "provide the email address" of the user using my credit card in order for them to take any action. How can I do that, if the account using my credit card is not mine? I have asked that the company remove my credit card from future auto-payments, but the company has refused. In response, my credit card company has issued a stop charge on all future payments to this company. However, the company is refusing to refund money for a subscription they do not have my consent for. Please help resolve this matter.

  Business Response

  Date: 04/28/2025

  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 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,
  The Wag! Team

  Customer Answer

  Date: 04/29/2025

  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 appreciate the business resolving this matter, albeit after a complaint had to be filed.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/17/2025

  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.

  I tried to cancel my subscription to the Wag dogwalking app, which is $9.99/month. I used ***** Pay for the subscription. I no longer require dog walking services because I have a roommate now. The app requires me to provide my ID online to a company Ive never heard of before. I tried the help option which was a chatbot which did not allow me any alternatives or to communicate with a human. I tried to remove my payment method, but it wouldnt allow it. Since it is ***** pay any method I have attached will charge to any of my accounts. I did block it from my current default card, but when that doesnt go through, it will just charge to one of my other cards, thats how ***** pay works. I cannot find a phone number nor email to contact anyone at the company to cancel my subscription. I should not have to provide my identification to a third party to cancel my subscription. It is a privacy issue. I should be able to delete a payment method. I should be able to contact someone to resolve this issue. Please help

  Business Response

  Date: 04/27/2025

  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
  
  

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23215454
  
  I am rejecting this response because: I have only received this email on Thursday which says nothing about resolving my issue. They are not in communication with me. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 04/30/2025

  Thank you for forwarding this customer concern to us.
  
  Upon careful review, it was found that the consumer has been in contact with the appropriate department regarding their request for a refund and membership cancellation. The consumer has received the desired refund and their feedback has been forwarded to the appropriate team. We have followed up with the consumer to offer additional support. 
  
  Kindly,
  *****
  Wag!

• Initial Complaint

  Date:04/16/2025

  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 April 13th 2025, a user that joined the ******************** app as a Pet owner contacted me and suggested that I can work with them or collab with them on taking care of puppies, they asked for my number and I kindly gave it to them. The pet owner then falsely reported my account and ******************** blocked my account for 5 days (which is still ongoing) and ordering me to pay a $299 referral fee although I DID NOT TAKE A PET PARENT OFF OF THE *** for my own client, I would never do that and fully understand the terms I agreed to when I started using wag. Wag is having an extreme influx of scammers and phishers joining the app posing as pet owners and targeting individuals like myself. Im 100% positive that I am not the only person with this complaint. Im being targeted and instead of helping me, Wag falsely accuses me. We need help with this business and app, what they are doing is wrong. And what they are allowing to happen on their app is WRONG! AGAIN, I repeat, there are scammers joining the Wag app as pet owners and deliberately targeting walkers to get them banned off of the app or phish for their personal information of the walkers. And wag is doing nothing about this but penalizing the WALKERS!

  Business Response

  Date: 04/27/2025

  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:04/04/2025

  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.

  We trusted Wag! to care for our dogs, Zannah and Loki, while we were away. The caretaker assigned to us, ******, never fed or watered them for four days. We have camera evidence proving she never showed up. Our dogs were dehydrated and visibly distressed when we returned.Weve submitted multiple refund requests and complaints to Wag! over the last 10 days, but weve heard nothing back. This is animal neglect and an absolute breach of trust. ****** should be removed from the platform immediately, and Wag! should be held accountable.We demand a full refund, a public apology, and action to ensure no other animals are put at risk. Until then, I cannot recommend this service to anyone who truly cares about their pets.

  Business Response

  Date: 04/14/2025

  Thank you for forwarding this customer concern to us.
  
  The consumer has been contacted regarding this concern by the appropriate department, our Safety and Compliance Team, and we have not heard back from the consumer to address this concern. Once Wag! was notified, our dedicated team reached out to all parties for statements. 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 ****************************************************.
  
  Once our Safety and Compliance Team is able to establish communication with the consumer, they will continue to correspond with the end-user. Upon reaching a final resolution, we will inform the Better Business Bureau of the outcome.
  Thank you once again for bringing this to our attention.
  
  Kindly,
  The Wag! Team

• Initial Complaint

  Date:03/17/2025

  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 am a care provider and the app has been glitching a lot. It has been glitching to the point that I am booking services erroneously. Let me explain...it shows a service in one location on the map, and after I book, it changes the location. This has resulted in my having to cancel the service, which results in the app blocking me from further bookings. I contacted Wag! multiple times about this issue and I have not heard from them. Their customer service is stonewalling me and I cannot get through to anyone. They have an AI chat that tells me to leave feedback, but no one ever follows up with me on my feedback. I'd like Wag! to finally contact me and help me resolve the issues with my app. It is updated and my phone works well, so I don't know how to troubleshoot it further. I'd also like someone from customer service to get back to me and clean my record of the unfair service cancelation I had to do because of the app's glitches. Their customer service is very unresponsive and I don't know how to get through to someone through the app.

  Business Response

  Date: 03/26/2025

  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

  Customer Answer

  Date: 03/28/2025

  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,
  
  Stefan T*****

• Initial Complaint

  Date:03/16/2025

  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.

  February 26, 2025 a Wag Support member e-mailed at an address not listed as a contact method about my account and further took actions against me by deactivating my account. When asked for explanations and details Wag Support staff continued to e-mail and call me on phone numbers not listed as ways to contact me. They refused to provide details on any alleged violation, continually ordered re-reads of information Ive read, agreed to, and abided by. They have not shared any evidence of a violation nor did they talk to me on the phone. Deactivating my profile costs me around $40,000 or more in potential income annually. I have provided records that I have made almost $40,000 income with my services advertised on their app. My ratings with customers are ****** and more than ***** services were completed when they deactivated me. That is a huge financial problem not to mention the inappropriate methods of contact and lack of proper investigation, follow-up, and actions. My email address listed on my account is *********************** and my phone number is ************. They began emailing me at ********************** How did they get that address? Then they e-mailed ******************* Knowingly misrepresenting the contact information I provided them with. That continued throughout days and weeks of communication. Evidence is submitted with this complaint. I want my profile reinstated. I enjoy my work and it makes a significant amount of income for me. They violated my privacy by seeking out alternate methods of contact that were not saved on my profile as ways Wag! can contact me. Some of their wording is threatening. Lots of personal damages to me by their words and actions. They provided no account of a violation at any time. No contact to resolve. No information given on how to appeal or what it was really about. They have no basis for the claim and no evidence. My reviews and contact with owners reflects my innocence of their accusation.

  Business Response

  Date: 03/25/2025

  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 Answer

  Date: 03/27/2025

   
  Complaint: 23072250
  
  I am rejecting this response because: Wag has persisted to not provide me with any details nor has made any appropriate attempt to speak to me on the phone. An unscheduled call to a phone number I had not provided to Wag at the time was made on 03/03/25 at 2:16pm by phone number ************. That is the call ***** from Wag is referring to. I was unable to answer the call at that time, not to mention I did not know who was calling me. All attempts to schedule a call or get information about what the issue was and the steps to appeal their decision were refuted and ignored. Wag has continued to falsely claimed to be open to answering questions or having open communication. I responded to the email sent me by ***** (email attached) and Wag has not responded or offered any dutiful assistance. I am still requesting a remission of the actions taken against me or a penalty for Wag with their standings with the BBB. 
  

  I have since cancelled phone lines due to their abuse of my personal information which was not designated as contact methods I shared to Wag, on my profile, or with other customers. They admitted to their own abuse and digging into my personal phone numbers and emails addresses dating back to before I had any accounts with them and it has been documented in an email someone named **** sent to me on behalf of Wag.

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

  Business Response

  Date: 04/08/2025

  Thank you for forwarding this customer concern to us.
  
  After the initial 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 and direct the consumer to the appropriate department for case handling, as well as 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: 04/11/2025

   
  Complaint: 23072250
  
  I am rejecting this response because: A phone conversation and details have not yet occurred. This is taking quite an extended period of time, but I understand their requirement not to disclose more personal information through e-mail. Although, they have disclosed my own personal information through e-mail. Personal information that was not provided by me. That part is a little concerning, but my issue is with resolution to my request and not to ask for an explanation of how or why personal details/information of mine not pertaining to their policies or what was registered to my account became part of their conversation with me. I have responded to their response with appropriate times and dates to schedule a phone call. I am hopeful that the Wag! Support Team will be able to respond soon and not take the liberty of continuing to take days/weeks for a reply and confirmation of a date, time, and appropriate phone number to call.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/12/2025

  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.

  I have had two very horrible experiences with pet parents that tanked my 5 star rating and has impacted my ability to get bookings since. I had arrived in the pouring rain to walk 2 dogs. When I got there a girl opened the door in a towel and said she had no idea her mom booked the service and had just taken them for the walk. I said I needed to still walk them because she paid for the service, however the dogs were not budging. I tried for the entirety of the time to pull them to their walk but because they were already soaking wet from their previous walk, they refused. The girl said it was fine and that she was sorry for my trouble. Later on in the day, the mother puts a one star review on my booking and says He didnt walk the dogs. To which I responded to the comment explaining the situation. This ruined my ratings. The second time, I had a sitting with a dog whose first time it was being taken care of through rover. The owner said they were nervous as they were going out of town and sure enough when they left, he went into a frenzy, tearing stuff up and barking incessantly. I tried to calm him down with treats and contacting the owner and eventually it subsided. The owner apologized and eventually returned. After plenty of previous communication and understanding, the owner gave me a 2 star review. Both of these incidents have impeded me from getting more bookings since then.

  Business Response

  Date: 01/22/2025

  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 August 5, 2023 and September 12, 2024.
  They were educated by our support team that as the review gave the Pet Parents perspective of the service, it would not be removed. 
  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:01/08/2025

  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.

  2 service providers were booked through Wag! for 12/21/24. Upon returning home at 9 am on 12/22, I discovered my patio door completely broken off both hinges and placed down on my patio. The first caregiver responded to wag! Stating everything was fine, the second has not responded to wags repeated attempted calls. Wags solution is for me to attempt to collect the cost from the caretaker directly wiping their hands of the issue, putting me at risk for retribution from this caretaker who was in my home and violated my personal property and safety.

  Business Response

  Date: 01/17/2025

  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! was able to get a hold of most 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. As well as provide communication with our Safety and Compliance manger. 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

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22786691
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 01/21/2025

  Good Afternoon,

  I'm not certain what additional clarification is needed beyond what has already been provided, but I happy to answer whatever additional question you may have. There were 2 *********s that were booked through Wag over a few hours on 12/21. I left my home that afternoon and returned at 8 am the next day. The first ********* responded to Wag stating that there was no damage to my door. The second ********* has refused to respond to Wag. these are the only two people who were in my home in the 17 hours I was not home. When I returned home, my brand-new, custom-made door was broken off both hinges and laying on the floor. I provided photos and the fact that the first ********* said there were no issues and the 2nd has gone *** should be enough for Wag to understand that the 2nd ********* was responsible. Their "solution" was for me to attempt to go after this individual on my own for compensation. this is a person who has been in my home. I am a single parent and sharing my contact information to try to collect funds with a person who I trusted to be vetted by Wag puts me in a very unsafe situation.

  Again, I am happy to answer any other questions that need to be answered. Please let me know if this does not cover the additional information needed.

  Kind Regards,

   

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

  Business Response

  Date: 01/22/2025

  Thank you for bringing this concern to us. We have reached out to the consumer to offer additional support; however, we have not heard back. 
  
  Upon further examination of the customers interactions with our Safety and Compliance team, we see that the consumer has not followed up with our management. Our management had informed the consumer that if legal representation was secured, we could no longer continue communication. However, if representation had not been secured, we could communicate further.
  
  We have asked that the consumer follow up with our Safety and Compliance manager, ****, to discuss further.
  
  We remain dedicated to discussing any outstanding questions they may have.
  
  Kindly,
  The Wag! Team
  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22786691
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 01/24/2025

  i am not sure what additional information is needed?

• Initial Complaint

  Date:01/06/2025

  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.

  I booked a dog sitting service from Dec18 to Jan 1 through Wag! last December because I will be out of the country for two weeks. 1. The initial price was ~700, and eventually I was charged over 900 without any explanation or communication 2. After a few days, the dog sitter started not doing her job. She only come over one time per day and took my dog out for around 5 mins then she left. ( I noticed this when I checked my Ring history). So that my dog was locked indoor for over 24 hrs per day which was unacceptable. 3. I talked to the dog sitter and she admitted that she was unable to do her job because she was too busy. So she asked her sister to do part of her job, but her sister never did. 4. After the communication, I didn't trust her any more, so I asked my friend for help to take over and try to cancel the service. However, Wag! doesn't have real customer service and I only got to chat with Bot which was not helpful at all. 5. I have all the screenshots of conversation as proof.

  Business Response

  Date: 01/15/2025

  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:12/27/2024

  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!