Warning! Booking without Notification!
I had downloaded both this app and Rover in an attempt to find a dog sitter - we had a family emergency and needed some help. While searching Rover on my own, I had Wag searching in the background, which was helpful. It matched me with someone, notified me, and I approved the booking, pending a meet and greet the next day. Sadly, the caregiver had to cancel due to a scheduling conflict. They cancelled the booking and Wag started looking in the background again. I kept checking the app all day, but nothing was popping up. I found some people through Rover and set up meet and greets. When I was about to go to bed, I checked Wag again and it had automatically matched me with a random person and approved the booking without notifying me. I had to cancel the booking and was charged a fee for this. I had to contact customer service and they kept saying that this was their policy. I understand the cancellation charge being a part of the policy, but not notifying me of a match and approving the booking without my consent is the issue. Luckily, after some debate with customer service, they refunded me. Choosing someone to watch your pet is like choosing someone to watch your child. It can’t just be anyone. They have to click with your pet and you need some level of trust with that person. I will never use Wag again.
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Why so difficult to receive endorsements?!?
I was recently approved as a pet caregiver - I passed the background check, was given access to the Wag Caregiver app, etc. I sent one friend an endorsement request last month which he was able to complete, but since then, anyone else I’ve requested endorsements from has been unable to leave one. The process forces the person/endorser to download this app, and makes them create their own pet parent profile. This is a problem in that several people I’ve sent requests to no longer have a pet; therefore, they are unable to create an account and send me an endorsement. In addition, many people are understandably wary about installing an app they’ve never heard of onto their mobile device. The app otherwise is easy enough to navigate but extremely frustrating at times also, and the Help/FAQ section has been decidedly unhelpful. There’s no way to contact (email or phone) Wag tech support, if such a department even exists. For the $50 I was forced to pay for the background check, the fact that I can’t even manage to receive an endorsement to enable me to start earning the trust of pet owners to take care of their pets is ridiculous. This becomes a vicious circle and I don’t see Wag trying to make it any easier for those of us new to the world of “professional” pet care.
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Response from developer
Hi there, thank you for taking the time to leave your review and your feedback! In order for us to verify the authenticity of an endorsement, your endorsers must open your endorsement link on a mobile device and create a Wag! account. You do not need to wait until you receive all endorsements to continue through the sign-up process. You may continue through the process once you have copied your endorsement link and sent it to your references. For Customer Support, you may visit the Help tab in the app or by visiting the website at https://support.wagwalking.com
Ways to Improve App
The app is convenient for scheduling walks. It’s very difficult to ever get an agent in chat. The app will keep going round and round stating to rephrase the question. Frankly, this is annoying, cumbersome, and not handled properly. There should be agents available anytime without going through this app trying to force the so-called answer when I can never find it in the database. Most of the time, clients are reaching out because they need to speak to someone. The other issue with the app is, after the walk, it won’t allow clients to read any messages from the walker prior to leaving the tip. One time I had a sorry walker, whom I left a good tip to, then she wrote abrupt, rude comments about me needing to clarify instructions on the profile. When writing the profile, it won’t allow me to copy and paste from my notes. This is inconvenient. Some days the needs change, and I would like to update the profile accordingly. It is a real hassle. It also won’t allow instructions to have paragraphs, so everything in jumbled together. I wish there was a spot to add cats and geckos, etc. The app has some great ideas, but it definitely needs some improvement. I love how I can view the walk live.
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Response from developer
Hi there, thank your feedback. We sincerely appreciate your detailed insights and will be passing this along.