ComplaintsforWag Labs, Inc.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been an independent contractor for Wag for 7 years. I have never had a pay issue before. Suddenly on Sept 12, 121 inaccurate deductions for individual services performed several years ago appeared on my earnings tab, totaling $601.90 in deductions. They admitted fault, a "system glitch", and promised to correct it. Supposedly I am the only one out of thousands of contractors that this happened to. They manually corrected 3 entries on Sept 16, and 3 weeks later the remainder have not been corrected. I am scheduled to be paid $34.90 on Friday, when I am owed $618.60. I want my remaining $583.70 immediately.

  Business response

  10/10/2024

  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 October 3, 2024. 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

  10/11/2024

   
  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.  It was actually corrected the following morning after I filed this but I was not sure how to let you know. Thank you for your efforts, everything is well now. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wednesday, September 11, 2024, I had a Wag walk that was scheduled at 7:00PM. I reached out to the pet owner and asked if it was okay if I walk their dog at 8:30PM, since it was a dog that I had walked previously and already had a chat with the owner. The owner agreed and I went about my evening. Later that night I got a notification that the walk had been canceled automatically as a no-show. The Wag company automatically gave me a 1-star rating as if it was from the pet owner, but it was generated automatically by the company. This was clearly a miscommunication and an overstep by the app software. I paid $50 to use this app and had only been able to go on a couple of walks before this happened. Now I am locked out of any walks due to my low rating, which has nothing to do with an actual incident. I have reached out to the company multiple times, and had no response. They have taken my money and now cannot be bothered to respond to me at all. I ask that Wag remove this automated bad review and refund the $50 since I have essentially paid their company $50 to not be able to use theirserviceatall.

  Business response

  09/26/2024

  Thank you for forwarding this customer concern to us.
  
  Upon review, it was found that the consumer had not been in contact with the appropriate team regarding their request for a refund or service adjustment leading to a temporary hold on their account. The hold was removed after 24 hours per standard procedure and the User has been educated on **********************'s policy surrounding the non-refundable background check fee.
  

  We have reached out to the consumer to offer additional support and the customer has confirmed that their concerns have been resolved to their satisfaction. 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

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund from Wags ******* in early August as I had bought a package of dog walking services but the walkers kept cancelling on me and so I stopped using the services several years ago. After much email back and forth they finally agreed to refund me but to my original form of payment that was a discover card from 5+ years ago. I assumed the cards stay linked since I still have a Discover card but when I didn't see the refund come through after 10 days I called Discover card and they said that the card had been purged from the system and could not recieved refunds. When I brought this to the attention of Wag they gave me an ARN number and said that the card company could track the refund using that number. But I called every **** of discover card and none can track anything using an ARN number. Wag does not have an actual customer service person I can actually speak with so they keep writing back this: A refund in the amount of $125.22 has been processed. This is the tracking number you will need to give the bank to locate the funds: ***********************. But no one can find the funds and the card company keeps saying just give them the new card and ask them to move the refund there. But they just keep replying with the same thing. I am at a standstill and unsure what else to do here.

  Business response

  09/25/2024

  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 September 16, 2024 and were directed on how to handle their concern with their banking institution. We have reached out to the consumer to offer additional support as well as our Terms of Service surrounding refunds. We are dedicated to assisting the customer with any outstanding questions or concerns that they may have.
  
  
  Kindly,
  Wag!

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired a pet sitter, an employee of Wag to care for my pets while i was away. the employee was supposed to be sitting for my animals full time for the dates in which i was away. the employee failed to provide the service as agreed. she came to my house 2x within a 24 hour period and stayed just over 20 minutes each time. my dogs were woefully neglected and as a result, one required emergency medical care as soon as i got home. WAG refuses to return my money despite the fact that the service agreed to was informed

  Business response

  08/28/2024

  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

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  07/17/2024

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

  *****
  Wag!

  Customer response

  07/20/2024

   
  Complaint: 21969467
  
  I am rejecting this response because:

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

  Business response

  07/25/2024

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

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

  
  Best,
  *****
  The Wag! Team

  Customer response

  07/26/2024

   
  Complaint: 21969467
  
  I am rejecting this response because:
  

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

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

  Business response

  08/01/2024

  Thank you for forwarding this customer concern to us.

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

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

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

  Kindly,

  *****

  The Wag! Team

  Customer response

  08/05/2024

   
  Complaint: 21969467
  
  I am rejecting this response because:
  

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

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  05/17/2024

  Thank you for forwarding this customer concern to us.  

  The end-user is currently in communication with the appropriate team at Wag! regarding this concern.  They will continue to communicate with the end-user and, upon a final resolution, we will communicate with the Better Business Bureau of the final resolution. 

  
  Best, 
  *****
  The Wag! Team
  

  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

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

  Business response

  02/29/2024

  Thank you for forwarding this customer concern to us.  

  
  The end-user is currently in communication with the appropriate team at Wag! regarding this concern.  They will continue to communicate with the end-user and, upon a final resolution, we will communicate with the Better Business Bureau of the final resolution. 

  
  Best, 
  Juno
  The Wag! Team
  

  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Business response

  02/06/2024

  Thank you for forwarding this customer concern to us.

  After review, we discovered that the consumer had connected with our Customer Support team regarding their concern. Their concerns have been addressed with the appropriate department and their feedback has been passed along. We have reached out to offer support for any remaining questions they may have. We remain dedicated to discussing any outstanding questions they may have.

  Thank you once again for bringing this to our attention.

  Kindly,

  Wag!

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would have MUCH preferred to talk to Wag! directly, but I couldn't get past those no-reply emails. I tried calling the emergency line, and the lady hung up on me after telling me my concerns were "not an emergency." I tried emailing and got auto-responses. I tried using their Instagram account. No one would talk to me. 

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

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

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

• Initial Complaint

  01/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

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

  Business response

  01/17/2024

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

*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. ↩