ComplaintsforWag Labs, Inc.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I left for military orders last week. I check my bank statements and noticed I was charged by wag for services without any notice at all. No email or text. I cannot use the services because I am out of state and my friend is caring for my puppy. I shouldn't have to deal with military orders and businesses charging my bank account for services I can't even used. Either wag can actually respond to one of several of my inquiries or I can just delete the account all together.

  Business response

  01/30/2023

  Thank you for forwarding this customer concern to us.
  
  The consumer has been contacted by the appropriate team at Wag! regarding this concern. The consumer was refunded the remainder of the annual Wag! Premium subscription fee of $91.26.
  
  We would be glad to assist the consumer with any further questions or concerns.
  
  Kindly,
  The Wag! Team

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just got an email from Wag stating I have a past-due balance of $281.99 on my account. I honestly thought it was a scam since I haven't used Wag in quite some time, but decided to check my Wag account just to be safe. I see a receipt for the same charge amount in the email, but it is for a service that was provided in 2021. Why is this the first time they are reaching out if there was allegedly a payment issue? This seems to be a mistake on their part but I am now having to suffer financially for their mistake. I do not agree that I should have to pay this balance over a year after the services occurred. I know I was charged at the time of booking (as that is how they operate), so if they reversed the charge for whatever reason and are now expecting new payment from me, that is their problem.

  Business response

  02/02/2023

  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,
  Tori
  The Wag! Team
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I started receiving text messages from the company WAG, which is apparently a dog walking/sitting/etc. company. I have NEVER signed up for this service, I don't even have a dog. I have repeatedly responded STOP & I am still receiving messages. I called the company today on my lunch break to inquire as I have had my IDENTITY STOLEN in the past, twice actually. The women I spoke with would not put me through to her supervisor. I would not have asked, but she kept saying that without my account verification, she could NOT HELP ME. I kept repeating that I did NOT have an account with them, explained my concern about identity fraud and still, WOULD NOT HELP. I demanded again, to speak with a supervisor. I was told that she was on another call, could not help me either and that I would receive the same response. Please Help.

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */ Good Afternoon, We were able to locate the referenced phone number in our system and have removed said number from all further communications by our company. Please note, in some cases it may take up to 5 business days for all communications to this number to stop once the number is removed. Our apologies for any inconvenience this may have caused, please do not hesitate to let us know if you should have any further questions or concerns. Best, The Wag! Team Consumer Response /* (2000, 7, 2023/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept it as there is nothing else I can do. However, when I reached out to them originally they were not willing to comply which was terribly frustrating.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company is trying to reverse the track transaction they paid me for. I am an dependent contractor fand the job I had eventually cancelled they try to collect half of the amount this goes against their policy and I believe it's poor business practice to retro collect after servicing 60+ days afterwards

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/11/02) */ Thank you for forwarding this customer concern to us. The end-user has been contacted by the appropriate team at Wag! regarding this concern. After careful review, it was concluded due to service delays, the remaining negative balance connected to Walk ID ******** has been removed from the account holders payouts. We are dedicated to working with the consumer on any outstanding concerns. Best, ***** The Wag! Team Consumer Response /* (2000, 7, 2022/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the party's response. Unfortunate that it had to take almost 30 emails to get here, but ultimately satisfied with end result. Thank you**** for your intercedence.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wag is an okay company but as an independent contractor I am highly disappointed in the way they handled a literal emergency. I was chased out of a house by a pet parent and literally they told me on the emergency line it wasn't an emergency. When the pet parent left a 1 star review I was told by wag agents that it would get reversed. I am absolutely going to be cancelling my contract with wag and demand a response from the company. This is completely unethical and absolutely not ok. I'd love to talk to someone who has any ounce of care in this company. They have lost a great worker and it's rather unfortunate. ************** (a chat rep) was literally not reading my messages and responding rudely.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/11/01) */ Good Afternoon, We emailed the customer on 10/20 and 10/26 regarding this complaint and have not received a response. Our records indicate that the customer contacted the emergency line to report an incident with a Pet Parent that occurred. After an investigation, it was concluded that she has since been in contact with the appropriate team and that action was taken on her account. Per the customer's request, her Wag! Pet Caregiver account has been deactivated and remains in a deactivated state. Additionally, her desired outcome to the BBB was contact from our company, which has also been completed. Please do not hesitate to reach out if you need further assistance or have any additional questions in this matter. Best, Brandon Consumer Response /* (3000, 7, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one from the company has yet apologize for the absolute unprofessionalism that existed on their emergency line. I think that this business deserves a negative rating for this incident alone. They are highly unprofessional and do not care about their contractors, they take 40% of earnings as well. I am not satisfied with this response Business Response /* (4000, 9, 2022/11/03) */ Good Afternoon, The customer was in-touch with and able to get in contact with the appropriate team by utilizing the correct process through the app. The emergency line is only to be used for true emergencies and we are unable to process non-emergent requests through this line. Our help center outlines the proper process for Pet Caregivers to report any situation that they feel is unsafe or to report an issue with the service. We would like to clarify that 40% is not taken from contracted Pet Caregivers utilizing the platform. Pet Caregivers are able to set their own desired rates through the app and will be paid out at those rates. We have complied with the customer's request in making an additional outreach to which we received no response and per her request deactivated the Pet Caregiver account. If the customer has any further questions or concerns we are happy to assist 24 hours a day - 7 days a week and may be contacted by going through the help center in the app. Best, Brandon Consumer Response /* (4200, 11, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe a negative remark should be made against the company. It is not a safe company to work for.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried on multiple occasions to have WAG delete my account. They have insisted that I use the form on their website, which is unbelievably difficult to find, and also requires information I no longer have access to. Upon email contact, they require more information as well as an app download, in which they still require more information which I can no longer access nor will the provide. They are making incredible difficulty deleting my account which I believe is a direct violation of the California Consumer Privacy Act (CCPA). I just want them to delete my account.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */ Good Afternoon, We sent the customer an email on 10/14/2022 advising of the following and have not heard back. * We were unable to continue through the process of CCPA account deletion as the security questions were not answered by the customer and this information is a mandatory requirement for deletion requests. * CCPA account deletion does not apply to Pet Caregiver accounts in-which services have taken place. We are required to keep certain information on file for tax reporting purposes. We have collected information about his capacity as a Pet Caregiver of Wag!. Please note that we are not required by law to delete such information via this request process. Please see our Privacy Policy (************************************************) for more information about how we collect and use information from and about our users. Per the customer's previous request, his account was deactivated by another agent and remains in a deactivated state currently. Please let us know if you have any further questions or concerns. Best, Brandon

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used wag services to let my dogs out while I was gone for the afternoon on 8/27. The "caregiver" that came only stayed for half the allotted time I paid for and left a rope toy in the playpen with my 6 month old puppy. The only toy we left in there is a nylabone and she has a metal water bowl to avoid any unsafe chewing while we are away. My dog consumed the rope toy and on Friday 9/2 started exhibiting signs of an intestinal blockage. We took her to the vet on 9/3 to Banfield, and to the VCA hospital on 9/4 and 9/5 to get continuous care for the issue. We accrued nearly $2300 in vet bills due to the caregivers negligence. We opened a case with wag and they have denied it stating that since we didn't leave a note it is our fault. I am looking for full reimbursement for the vet bills due to their companies negligence.

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/10/03) */ Thank you for forwarding this customer concern to us. The end-user has been contacted by the appropriate team at Wag! regarding this concern. After careful review, it was concluded that the documentation provided to Wag! could not determine that the incident reported was a result of a Wag! service. We are dedicated to working with the consumer on any outstanding concerns. Best, Juno The Wag! Team Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Documentation was provided showing that my dog had a partial intestinal blockage due to the Wag caregiver leaving an unsafe toy in the playpen. Wag suggested I "leave detailed notes next time I use their service" your caregivers should know what is safe and what isn't. I left my dog in her playpen with a Nyla bone and a metal water bowl and nothing else. I came home to 2 plush toys on her pen, one that had a rope attached to it which the dog had consumed. This is absolutely negligence on your caregivers part. I would also like to note that my account history was deleted on the app so I now can't even ensure I don't use the same negligent caregiver a second time. This issue is absolutely not resolved. Business Response /* (4000, 9, 2022/10/04) */ Wag! did receive documentation from***** confirming the purported injury, however, the vet visit and subsequent documentation is dated 7 days after the completed Wag! Service. Wag! Is unable to confirm the incident was the result of a Wag! Service because we are unable to confirm that the rope toy wasn't ingested within that week. Wag! Recognizes that***** is uncomfortable with the Pet Caregiver, regardless of ability to confirm the Pet Caregiver's liability. As a result, the Pet Caregiver has been blocked from the Pet Parent's account so she will not be paired with this Pet Caregiver in the future. Wag! Is dedicated to answering any further concerns or questions should the party reach out to us.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My partner and I have recently moved to a smaller island and finally wanted to get away for the weekend and needed a dog sitter. When I opened the Wag! App to potentially book someone, I wanted to see who was available in our area. The only way to do this in their app is to request it, and then they match you with someone. When we reviewed their profile we decided this person wasn't for us (they had a profile pic of a cat and we have two dogs, and she had never done any overnights according to her reviews and of course it's a little scary to have a stranger stay in your home without you there). So I didn't click anything and wanted to wait and see who else would come up - an hour later, I received a notification that my overnight booking was confirmed and set. I had *never* clicked anything to confirm. 3-4 days later, there is a charge for $113.40 which is actually more than what the sitting stated for the one night we were considering booking. When I called Wag! and spoke to their CS rep.,******, he informed us that this was a charge from a service back in February! I clarified that yes, apparently we had an unpaid service from 6 months ago and they were just charging us now?? We never received any contact or notification that there was an outstanding balance nor that they were going to charge us 6 months later. I also reached out to the walker and he confirmed that there were no outstanding charges owed. This business practice is suspect to me. I don't think it's right to book a transaction involving money without the person being charged to actually confirm it. I also believe that charging a card 6 months later that you have on file without any sort of notification suspect as well. This has happened before about a year ago, and they also tried to charge me a cancelation fee.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/31) */ Thank you for forwarding this customer concern to us. The end-user has been in communication with the appropriate team at Wag! regarding this concern. The end-user was provided explanation of the charges, was directed where to locate a copy of a receipt, and was provided additional information on features Wag! offers that may better fit their needs. We are happy to assist with any further questions or concerns. Best, Tori The Wag! Team

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I downloaded the app for 9.99. Booked a service for $15 a day for 4 days. Cancelled two hours later. Received my credit card statement and got charged $5 a day for four days. When I called customer care they said these fees were to be refunded to me because they were holds. A few weeks later they were still there. I Call them back, and they then said they were cancellation charges. This company charged me $40 for services I never received and now I'm stuck with these charges basically because they had my credit card information. This is theft. They did not provide a service and kept charging me for cancelling well within the cancellation period. I want my money back!

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/17) */ Thank you for forwarding this customer concern to us. The end-user had communicated with the appropriate team regarding this concern. The consumer has been refunded in the amount of $19.99 for 2 walk cancellation fees and 1 month of Wag! Premium on 8/17/2022. We are happy to assist with any further questions or concerns. Kindly, The Wag! Team"

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I currently have $96.70 in Wag credits in my account. However, I unfortunately no longer have a dog nor any plans to get one in the future. Therefore I am unable to utilize any of the services they offer, and recently asked for the money to be returned to the original form of payment, which was refused. I am hoping for a better resolution than simply letting the company keep the unused credit.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/16) */ Thank you for forwarding this customer concern to us. The end-user had communicated with the appropriate team regarding this concern. The consumer has been refunded for the credits package in the amount of $81.70. We are happy to assist with any further questions or concerns. Kindly, The Wag! Team Consumer Response /* (2000, 7, 2022/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩