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:10/01/2024

  Type:Billing 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 am writing to report WAG's misleading business practices and warn others about their unethical handling of payments. I recently experienced a family emergency and was exploring pet-sitting options. The WAG app appeared in my search, offering local, dog-sitting services. To view sitters and reviews, I was prompted to enter my credit card information, which the app stated would not be charged unless I used a service ($0 due at this time, it claimed).I entered my payment details via ***** Pay but ultimately decided not to book any service and deleted the app. However, to my surprise, the next day (10/1/2024) I saw a hold for $540.68 on my bank account from ********************, even though I had neither confirmed nor authorized any service. I was only met with an automated chatbot when I attempted to contact WAG for customer assistance. There was no way to speak to a real person. The bot sent me a cancellation policy link, informing me that my only option was to cancel a service I had never booked and pay a $99 cancellation fee.I filed a dispute through the app, but I felt pressured to pay the cancellation fee with no real support available I was afraid the fee would increase. Their policy states fees can range from $99 to 50% of the service cost, or even 100% if canceled on the same day, making it impossible to avoid charges. I would like the hold of $540.68 and the cancellation charge of $99 removed, the total amount charged: is $639.68 This experience left me feeling scammed, especially during a stressful time. WAG's setup seems intentionally designed to trap consumers into paying fees for services they didnt authorize or use, with no option for recourse. I strongly urge the BBB to investigate WAGs deceptive practices and ensure other consumers are protected from being taken advantage of.

  Business Response

  Date: 10/07/2024

  Thank you for forwarding this customer concern to us.
  
  After review, we are connecting with the consumer regarding their concern. Their concerns have been addressed with the appropriate department, they have been refunded accordingly and their feedback has been passed along. We are reaching out to offer support for any remaining questions they may have. We remain dedicated to discussing any outstanding questions they hold.
  
  Thank you once again for bringing this to our attention.
  
  Kindly,
  
  Robin
  Wag!

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a dog waking service that I never authorized. They sent 4 strangers to my home one got in my home without my permission. Wag charged me $63 which was never agreed upon. They refuse to refund and have no real customer service **** to rectify this issue. They basically stole from me.

  Business Response

  Date: 10/01/2024

  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

  Date:09/01/2024

  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.

  I am currently experiencing an issue with Wag and am having difficulty reaching their customer support. I requested immediate assistance for someone to work with my dogs outside of their crate today, but despite paying, no one has accepted the job. When trying to contact Wag through the phone numbers provided, I am directed to use the app. However, the app does not offer an option to cancel or change my request from immediate to a specific time without incurring a fee. I have attempted to reach out to support at wag.com, but my emails are returned as the address is not valid for support requests. I have also tried reaching out through Wag's ******** page, but I am consistently directed back to the app. Comments on their posts go unanswered, not just by me but by others as well. I have searched extensively on the Wag website for a "Contact Us" section but have been unable to find one. And while I can cancel my request, I am still being charged for the fee which I am not able to contact support about.

  Business Response

  Date: 09/06/2024

  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

  Date:08/31/2024

  Type:Billing 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 paid for an annual subscription to WAG premium and the company deleted my account without any explanation and i have not been able to find a way to speak with a human in their HELP/Support Department. This company needs to provide customer support resources for their customers

  Business Response

  Date: 09/09/2024

  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

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The 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

  Date: 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

  Date:07/24/2024

  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.

  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

  Date: 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

  Date:07/19/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/16/2024

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************