ComplaintsforWag!

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The app provides ******************** for a fee. In April 2023, I was going to be out of the country; my friend was going to watch my dog during my absence. I gave her my login information to Wag app so she could book a walk for my dog on my credit card if she wanted to while she watched my dog. She wanted to book ONE walk on the app while I was away. By ACCIDENT, she signed me up for an ANNUAL commitment for their premium program $119 PLUS the ****** fee of $27.35. All of this went on my card. I called when I returned, explained that my friend is elderly and didnt realize she signed up for an annual program, this was an honest mistake. I asked them to cancel the annual program and refund me the money. They refused.Flash forward a year later, my friend forwards me an email from them explaining I am set to auto-renew. I log into the app, there are click-links to cancel account, to delete account, to cancel renewing, to delete payment methods. NONE of these work. I call their customer service line, it directs you to the app, there is no way to reach a human being from the phone service. This is no way to run a business, and is just shy of a scam. When all is running well, Im sure the app works great to book care providers for your pet. But there absolutely must be consumer-positive ways to cancel services, not to mention get refund for an honest mistake. I would like my money back for the frustration this has caused. I would like them to delete my account, so I can be sure I will never be charged by them again.The links to delete account etc all look live or active, but they dont end up working.. all just stops or forwards back to where you started in the app.

  Business response

  03/20/2024

  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 request for a refund. The consumer has received a partial refund. We have reached out to the consumer to offer additional support, though we have not heard back.

  Kindly,

   Wag!

  Customer response

  03/21/2024

   
  Complaint: 21412977
  
  I am rejecting this response because: the app itself would not allow me to cancel, the company alleges to have a working customer service phone number, but no one answers it. The app itself is buggy in that I tried to cancel and delete myself out of the system on repeated attempts to no avail.

  While I authorized my friend to make changes on my account, she HERSELF did not intend to sign me up for an annual program, she only intended to book a 1-time session. Therefore, my experience using the app (where it SHOWS options to cancel an account, delete an account etc, the buttons don't work, the app is buggy) illustrates that the app is not to be trusted. Then, when you call the company and state that the app was buggy and did not do what you wanted, they did not refund. Only 1-year later when I bring it up again, do they offer to give a refund for the "remaining amount" of $11. I asked for a cancellation and refund 1 year ago- they should have given me the "remaining amount" at that time. 

  In summary, my own experience proves that the app does not perform as expected at all times. Therefore, my friend, who was only trying to book one session, was unable to de-select that option and only book for a single session, was forced to book me for a year. Only an app who has so much to hide would not have the customer service to just ***** a simple resolution to an error caused by the app itself.

  I wish to have a full refund on my account, ESPECIALLY for the trouble and time it has taken out of my personal and professional life to escalate this for a simple mistake on the part of their app. Please rectify this immediately.

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

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

  Business response

  03/28/2024

  Thank you for bringing this concern to us. We have reached out to the consumer to offer additional support, which was rejected beyond the refund.
  
  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!

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was auto charged for a yearly Subscription renewal for $120+. When I signed up it said I would be notified one month prior to the charge. I was not notified. When asked to be refunded I was told no. I dont use this enough to continue and would have canceled if I was given the proper notice like it was stated. I cant afford $120 to go towards an annual dog walking fee nor do I need it any longer.

  Business response

  03/05/2024

  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 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.

  Kindly,
  Wag!

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Through a referral link from a friend I signed up to become a "Wag" dog walked. I completed all the information (name, address, phone number email etc) then paid $50 for the background check. It told me I would be receiving an email from a company Vetty to proceed with the background check and had a link to their app. I downloaded the app. I find out the app is for "pet parents" and not the "wag walkers" after I sign up. I then try to sign up with the "wag walkers" and there is no account so it wants me to register and pay the $50 again. I contacted Vetty, they verified the email I used ******************************** I contacted Wag via support, and they said they needed my account information. I provided the email and since they can't bring up the account they would no longer assist in supporting me and would keep the $50. I want the $50 returned immediately.

  Business response

  03/01/2024

  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,
  Juno
  The Wag! Team
  

  
  

  Customer response

  03/03/2024

   
  Complaint: 21325601
  
  I am rejecting this response because:

  As your previous correspondence with me abruptly stopped after 2 responses and you would no longer "support" or "respond" I wish correspondence to be via BBB.  As stated I had tried fairly to contact you prior to filing with the BBB.  I wish for a refund of the $49.95 charged to me for a service you refused to provide back on the 21st of Feb.  At this point I am far beyond wanting the service as you were given a chance to rectify this issue on Feb. 21st and it has been far beyond what is responsible for *** patience as this is 11 days since you refused to resolve the issue initially.
  
  Sincerely,
  
  *********************

  Business response

  03/05/2024

  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 Customer Support team, 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. Please note that, per Wag!'s privacy policies, Wag! may not be able to provide sensitive or account-specific details through the 3rd party entities, such as the Better Business Bureau. Please kindly direct any outstanding questions of this nature to your email communications.

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

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a walk for my dog through Wag! And paid for both the service and tip prior to the walk. The service was never provided and my dog ended up having an accident that now requires carpet cleaning. When I reached out to the customer service, it prompted to me to reach out to the ******, but messaging was blocked and deleted. Their customer service was then unresponsive and offered no solutionso I paid for them to not provide the service and ignore the problem. I feel scammed out of my money and dont understand how wag! Can ignore when a customer service is not completed. This is highly concerning and fraudulent behavior.

  Business response

  02/28/2024

  Thank you for forwarding this customer concern to **.
  
  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

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled a pet sitting with this company Wag! On 2/9/24. I canceled this service on 1/27/24 when I realized I no longer needed it. Per the cancellation policy attached, I should be eligible for a full refund. Instead, I was billed the full amount of $280.13 for a service I never used.Ive even attached proof that Ive never used their services and no credits were added to my account.I am unable to contact anyone at Wag! regarding this matter as they have no customer support team and its all bots that cant assist me.

  Business response

  02/28/2024

  Thank you for forwarding this customer concern to **.
  
  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

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up as a Wag ******, and I am really upset about my experience. It was advertised that I could set my own prices before I signed up. Now when I sign up, the *** I am able to set is $9 for a walk, if I set it higher I am ineligible to offer walks to clients.It's very clever for Wag to wait and show availability and demand until after I've signed up, to see that there are few walks in my area, and for those I could get it's $9. Not to mention, the family and friends I asked to endorse me report being accosted with requests for more money to "super-endorse" me. I am infuriated about this, it leaves a horrible taste in my mouth. I feel like I fell for a scam and was completely misled to sign up.I would like a refund of the $40 I paid for my background check. I realize Wag did incur some expense to perform my background check, but it was Wag's misleading that led me to sign up for an account in the first place, which I would have never done had I realized the low pay and lack of demand in my area. Also I have wasted so much time trying to contact support through the automated system. I have a feeling Wag knows exactly what they're doing.Please refund the $40 fee I paid. I am willing to accept a partial refund as I recognize Wag did incur some expense with the background check, but I refuse to accept Wag profiting off of me.

  Business response

  02/23/2024

  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, 

  Tori

  The Wag! Team

  
  

  Customer response

  02/24/2024

   
  Complaint: 21304371
  
  I am rejecting this response because: it does not address my concerns and I have had further poor treatment from the business. As an example, ***** from Wag! Has blocked me from sending any additional follow up emails.
  
  Sincerely,
  
  ***************************

  Business response

  03/01/2024

  Thank you for forwarding this customer concern to **.
  
  After review, the consumer had already been in contact with our dedicated team regarding their concern. Their concerns have been addressed per Wag!'s posted policies and their feedback about their experience has been passed along. We have reached out to offer support for any remaining questions they may have and provide clarification.

  They are free to contact our Customer Support team at any time, but the outcome of their concern will remain the same. In regards to the consumer's concerns that they are blocked from reaching out to the Customer Support team, we have made a final determination and have communicated with appropriately.

  Thank you once again for bringing this to our attention.  
  
  Kindly,
  Wag!

  Customer response

  03/01/2024

   
  Complaint: 21304371
  
  I am rejecting this response because: though it may be inline with the companies policies, I am unhappy with the policies and think they are unethical and fraudulent. I will be pursuing the matter further.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a sitter through Wag!, who then canceled without advising me. I did not receive any notification from wag that she had cancelled and they automatically rebooked a different caregiver without notifying me. I realized eventually what happened when I tried to contact the original sitter. I did not authorize Wag to book strangers to come to my house without my consent and without speaking with them first. I then cancelled the request and was charged a $49 cancelation fee that I was not made aware of prior to booking or even trying to book. Wag defrauded me through deceptive practices into paying a cancellation fee for a service that I did not book.

  Business response

  02/23/2024

  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

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with this companies services in January 2023. I called and spoke to a representative, conversation was recorded, and I asked for my membership to be cancelled. January 10,2024 I received a charge for a membership. On my account no active membership shows nor do I have a credit card attached to the account anymore. I called to dispute the charge and was told there was a duplicate account, that I cannot access, that still has a membership. They listened to the phone call from 2023. Confirmed that I asked for a cancellation, and said they do not offer refunds. They also said they could not cancel my membership without leadership approval. After a half an hour, my duplicate account is still active, they somehow still have access to my credit card, and will not refund me for the inappropriate charge.

  Business response

  02/16/2024

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

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was not paid $120.00 for dog walking services. I contacted them several times, proving the deposit was not made. I also provided them with a tracking number from my bank. This has been going on since October 2023. They will no longer respond to me.

  Business response

  01/10/2024

  Thank you for forwarding this customer concern to us.

  Upon review, this consumer has been reached out to by the appropriate team regarding their payout. Upon review, our dedicated team has advised the consumer that their payment was completed via Instant Pay on 10/31/2023. We have reached out to the consumer to offer additional support on where to navigate to these records and we have not heard back from them at this time. We are dedicated to assisting the customer with any outstanding questions or concerns that they may have.

  Kindly,

  The Wag! Team

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired a Wag! ****** to walk my moms dog. The account is under her name, but I pay for it. She has health issues and is unable to speak clearly due to ataxia. Rescheduled for walks for this weekend, and this evenings ****** had notified us through the app that he had started the walk, however, he did not. He never even showed up. His pinpoint location is somewhere in another city. I called Wag to inform them of the issue, and they refused to allow me to cancel the walk and future walks with the same individual because I was not the account holder. Even though I was the one that scheduled the walk for my mom and I pay for the service. I also have power of attorney. They absolutely refused to allow me to cancel the walk even though I stated for safety reasons. My mom is home alone and now this strange man has our address. I am finally in this complaint because the Wag companys policies are preventing someone with a power of attorney to speak for an individual that cannot speak for themselves. It is a safety issue. I am also going to be out money for the cancellation fees that they are not willing to refund.

  Business response

  11/20/2023

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

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although this specific refund has been resolved it still doesnt solve the severely poor customer service and cancellation/refund policies your company currently has in place. 
  
  Sincerely,
  
  *************************

*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. ↩