ComplaintsforWag Labs, Inc.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My leashed dog was attacked by an unleashed dog while on a walk with one of their dog walkers. Unleashed dog and owner was not found. Wag does not train or provide their dog walkers with safety protocols. Wag refuses to pay for my dogs surgery costs. They insinuate I should go after the dog ****** who is practically a kid.

  Business response

  12/15/2023

  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 available 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 ****************************************************.
  

  The claim decision was made in alignment with Wag!'s Terms of Service and Community Guidelines. At this time Wag! will not be reversing or amending this decision. We have reached out to the consumer directly to offer resources for any remaining questions or concerns they may have. 
  
  Thank you once again for bringing this to our attention.
  
  Kindly,
  The Wag! Team

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A WAG employee was walking a dog at the ********************* regional park on Sat 8/26 while my family and I were picnicking. She lost control of the dog in her care and it darted at us and attacked my dog. At no point did she even try and regain control of the dog she was responsible for. She watched as the dog in her care attacked my dog and we tried to separate them. She did not have proper control over the large dog or the proper leash. After my family and I were able to save our dog from the dog in her care she ran away! She never once tried to cooperate with us in providing information. We had to get the park ranger to track her down. Two people and a dog were injured and she left the scene. She never once tried to check if anyone was okay. Our dog was taken to the ** for stitches which resulted in a $600 vet bill. I ended up in urgent care for X-rays and antibiotics since the dog broke skin. Weve reached out to the company SEV**AL times just to be ignored. WAG is responsible for their employees negligence. All we asked was for our vet bill to be reimbursed but they have chosen to completely ignore us. ****** the safety and compliance manager has been completely unprofessional and useless. He emailed back once to arrange a phone call , just to go *** after we gave our availability. Weve followed up with several emails and still havent heard a thing! I want the vet bill and my medical bills reimbursed. If it wasnt for WAGs negligence for not properly screening employees and the incompetence of their employee all of this would have been prevented! Below youll see attached. The injury , information we got from ranger , the employee running away from us and vet bill. I did not include my medical receipt as is contains PHI.

  Business response

  10/20/2023

  Thank you for forwarding this concern to **.
  
  Upon careful review, it was found that they have been in contact with the appropriate team regarding their report. At Wag!, we take platform Safety seriously and go to great lengths to ensure the protection of all users and pets while on the platform. Our *********** and ******************* have been cultivated by real Wag! users to provide Safety videos, Community Guidelines and best practices to help further ensure safety. We are dedicated to assisting with any outstanding concerns that this user may have. 
  
  Kindly,
  Wag!

  Customer response

  10/26/2023

   
  Complaint: 20727822
  
  I am rejecting this response because: we had finally spoke with someone from the safety and compliance team, only after I submitted a complaint and left a review. Previous to this there was zero effort on WAG!s team to communicate. We thought everything was taken care of and we would be REFUNDED our vet bill for the incident. However we are now getting emails to sign a W9 for the refund. Please explain why on earth we are required to complete a W9 to report income for a refund on a Veterinarian bill?  
  
  Sincerely,
  
  *************************

  Business response

  10/27/2023

  Thank you for forwarding this concern to us.
  
  The user had already been in contact with the appropriate department, our Safety and Compliance Team, to address this matter. Their concern has been resolved to their desired settlement that was indicated on their report. Please kindly note that the user has been informed that the W9 is a required from Wag!'s Accounting Team for tax purposes. The user *** refer to their emails with our dedicated Safety and Compliance team for additional information surrounding the next steps to take. Any further questions or concerns that the user *** have *** also be directed to their ongoing email correspondence with Wag!'s Safety and Compliance team.

  We remain dedicated to discussing any outstanding questions they *** have. Thank you once again for bringing this to our attention.
  
  Kindly,
  The Wag! Team

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please do not use Wag. We went to the beach Tuesday, got a sitter through their service. No big deal right? Fast forward to Thursday, no check ins, no pictures, nothing. I called their help desk as the sitter was not responding, they assure me they will send another sitter to do a wellness check. This never happens. Friday morning we receive several messages from the sitter who assured us shes just forgotten to clock her walks. Were now at Saturday and short of these few messages Ive heard nothing, and am extremely worried. I call again and they assure us once again, wellness check and now a full refund for the service. They will also be cancelling our current sitter and assigning someone else. Five hours pass, nothing, then suddenly a message from Wag. Theyve found a new sitter! Yay! Oh wait, its the same sitter. She assured me its just an app malfunction and shell arrive by 6pm. Its now 11pm the same night, no word from the sitter. Call Wag, wellness check etc, and still nothing. Sunday morning I reach out to another sitter that I ALMOST booked who frantically rushes to my home, tells me my dogs are dehydrated, covered in filth, my cat has been locked in a bedroom with no food or water, my new apartment is essentially trashed. Call AGAIN and once again told full refund, wellness check. Come home to find about 100 empty cans of ***** light, including UNDER MY BED. They process the refund Sunday morning, go to buy ***** school supplies this afternoon, card is declined. They refunded then RECHARGED the $400 despite never providing me with a new sitter nor fulfilling the request. I called at 3pm and was promised a call back the same day to resolve the issue. Nothing. Please only trust your animals with people you know so you never end up in my shoes. And if you dont heed my warning and are matched with **********, RUN.

  Business response

  08/16/2023

  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
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking for a Pet Sitter to watch my dog during our upcoming vacation, and went through the steps to look for someone that was available that week to watch my dog (boarding services), and was asked to enter all of my credit card information before I even had found someone who was available on their mobile app. Instead of giving me a choice of providers to decide who I wanted to watch my dog, they auto-matched me to a pet sitter and instantly charged my **** Citibank Credit card for the amount of $604.99 without giving me a chance to confirm the charges or to accept the caregiver they had selected. I immediately CANCELLED with that provider on the very SAME DAY oj June 1st, and yet the charges in the amount of $604.99 STILL appear on my credit card, as they have NOT taken the charges or hold on my account for the cancellation the same day. Here it is almost a month later, and they have STILL not refunded my credit card for the amount of $604.99 and I have called TWICE to get this corrected, and they keep telling me that finance has to take care of it. I called on on June 19th, they said it would be taken care of in 5-7 business days, and then I called again TODAY on June 29th, and they STILL have not taken the HOLD/Charges OFF my credit card, for services that I NEVER PURCHASED and CANCELLED on the very same day they tried to book me with someone automatically. This seems to be FRAUD as I cancelled the FIRST day they booked me automatically and charged my account without asking if I accepted the charges, and then REFUSE to CREDIT my account for the last 28 days. Does it really take that long to process a CREDIT back to a CREDIT CARD?? This is very concerning, and WAG should not be allowed to continue in business.

  Business response

  07/20/2023

  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, though we have not heard back. 

  Kindly,
  Wag!

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $119.99 for an annual subscription I did not subscribe to. I had previously subscribed monthly but cancelled that after one month. On may 4th, wag fraudulently charged my bank account the ****** fee for an annual subscription with no notice or communication to me, and on something I had not subscribed to: when I contacted wag, they refused to give me a refund and when asked for a supervisor, they refused to connect me to one. This is downright theft - I was robbed for 120 dollars by this corporation on something I did not authorize and I want my money back.

  Business response

  06/05/2023

  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 for their Wag! Premium subscription. As a courtesy, the consumer has received a refund and can expect to receive it within the next 3-5 business days, depending on their banking institution. In addition, we've confirmed with the end user that the subscription to the ********************** Premium Annual plan has been cancelled. The concern has been resolved to the end user's desired resolution and we have reached out to the consumer to offer support for any outstanding questions they may have.
  
  Kindly,
  Wag!

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged $95.99 for a WAG.com subscription with NO notification they would be charging me. They advised met that they will not refund me, even though I have gotten no notification of the charge. They kept asking me if I checked my junk/spam messages, which I did, and I have seen no information telling me that I would be charged. They told me they have a no refund policy. I have gotten NO information that I would be charged, otherwise I would have ensured it wasn't charged. I'm beyond furious.

  Business response

  08/04/2023

  Thank you for forwarding this customer concern to us. 

  Upon caregiver review, it was found that the consumer had been in contact with the appropriate team regarding their request for a refund. 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.
  
  Kindly,
  Wag!

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 29th I made an account with ********************** to try to find someone to watch my pets on May 10. I realized when I made an account to use their services you were required to pay for services up front in order to be matched with a sitter. Or you could pay for premium services to effectively search for a caregiver. When you pay it does say you will be credited if you dont use services but in a separate section it refers to pre authorization charges and how they are temporary ;from the website: A preauthorization will appear as a pending charge on your bank account and will only be submitted as a charge upon completion of the service. You may even receive an alert from your financial institution for the hold, but no formal charge will occur until the service is completed by the caregiver.The caregiver I was matched with was very far away from me and not a good match so I declined the service around April 30. I waited for my preauthorization charges to finish processing or pending but the charge went through and the money was removed from my account for services not rendered. I used their bot help service at first to try and inquire but it was unhelpful. On 5/14 I wrote the feedbackemail and was never messaged back, I also deactivated my account hoping this would trigger a refund. On 5/20 the money had still not been returned so I reached out again this time to a support email I found and was responded to. They inquired about why I didnt like their services ignoring my inquiry about a refund and stating my credits will never expire. I have repeatedly requested a refund but to no resolution.

  Business response

  05/30/2023

  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 for their boarding service. As a courtesy, the consumer has received a refund. The concern has been resolved to the end user's desired resolution and we have reached out to the consumer to offer support for any outstanding questions they may have, though we have not heard back.
  
  Kindly,
  Wag!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am looking online for boarding services for my two dogs for 6/12-6/16. I logged into the Wag on their mobile website, using an account that I started several years ago, but unlike my previous experience with Wag, I was unable to choose a care provider. During my navigation of their site, I couldnt find any directions on how their service worked. On the mobile website, there is no indication that you will be automatically matched with a care provider once you click Submit Request and charged the full amount of the boarding. What I did notice at the bottom of the billing page was a total amount of $113. Wag indicated that this was a pre-authorization. Still unclear of the commitment, I visited Wags Help pages and searched pre-authorization. Here, I learned that the preauthorization was a hold placed on the credit card, but if services were canceled, the hold would fall off. So, I clicked through the boarding request, believing I would be able to choose a care provider and, if I didnt find a suitable one, I could withdraw my request and the hold would fall off my credit card. Four hours after submitting my request, I received an email asking me to update my pets profile and get ready for my boarding appointment. The email directed me to download the Wag app to update the profile where I had been matched with a care provider and charged $737. Its in the app that Wag describes its service and that pet parents are automatically matched with a care provider. On top of that, refunds are not issued for cancellations, but turned into Wag credits. The agent I chatted with told me that all of this is outlined during booking, but that is only within the app, not on the mobile site. He escalated my claim to another department, but I am not very hopeful that the $737 preauthorization will be reversed. I believe Wag feels that they have met their burden of proof.

  Business response

  05/30/2023

  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 for their boarding service. As a courtesy, the consumer has received a refund. The concern has been resolved to the end user's desired resolution and we have reached out to the consumer to offer support for any outstanding questions they may have, though we have not heard back.
  
  Kindly,
  Wag!

• Initial Complaint

  05/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I downloaded this app in hopes of finding someone to walk my dog, but I never ended up using it and deleted it shortly. Unfortunately somehow before it was deleted, my toddler signed up for Premium, and because it is billed in,what my opinion, is a sneaky way (no way to view in apple subscriptions) I did not notice. I have now been charged for 6 months of WAG premium; I do not even have the application anymore. After hours on the phone with various customer service representatives and managers who promised calls back before the end of the business day (spoiler: it is now 8 days later no closer to a resolution). They keep rereading me their "no refunds" policy and I keep reiterating that a toddler who cannot read would not be able to understand and agree to those terms. I've heard about this happening with other companies and refunds have always been granted because businesses understand that though they may have a no refund policy, there are extenuating circumstances. It feels ridiculous and cruel that there would never be an exception to such a policy. There were no services rendered, so they won't be losing out unless this is how their business earns money; charging people a subscription that they are unaware of, which would be really sad.

  Business response

  05/17/2023

  Thank you for forwarding this customer concern to **.
  
  Upon careful review, it was found that the consumer had been in contact with the appropriate team regarding their request for a refund for their Wag! Premium subscription. As a courtesy, the consumer has received a refund and can expect to receive it within the next 3-5 business days, depending on their banking institution. The concern has been resolved to the end user's desired resolution and we have reached out to the consumer to offer support for any outstanding questions they may have, though we have not heard back.
  
  Kindly,
  Wag!

  Customer response

  05/18/2023

   
  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. Thank you for your assistance.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wag used deceitful tactics to lock me into an annual subscription. Today is the day they charged me almost 100 dollars for a service I haven't used in a long while and one that I told them I will NOT be using. I begged and pleaded with them to cancel my subscription and cancel the pending charge. I told them that I attempted to cancel my subscription but their faulty app kept crashing on me whenever I tried. They kept my 100 dollars and refused over and over to cancel the pending charge.

  Business response

  03/17/2023

  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 Wag! Premium Subscription. Per policy, Wag! is does not provide refunds for Wag! Premium subscription. More information regarding Wag! Premium subscriptions and terms can be found here: *******************************************************************************************************

  Charges paid by consumers are final and non-refundable regardless of any decision to terminate usage of the Services, Wag!s decision to terminate usage, any disruption of the Services, or any other reason whatsoever, unless otherwise determined by Wag!. Upon review, it was found that our Customer Support team did offer the consumer equivalent Wag! credits for the charge as a one-time courtesy; however, the consumer had informed us that they rather dispute the charge with their bank. **************** confirmed a chargeback from the consumer's financial institution for this non-refundable charge on 2/27/2023. 

  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. ↩