September 11, 2018, was a complete and utter failure on Wag!'s part. I booked a walk at about 12:45 for a 2:00 PM walk. I was assigned to Walker 1 at about 12:55 PM. Sometime around 1:45 PM I get a notification that Walker 1 is on the way. At 2:02 PM I get a call from my gate call box and I remotely unlock the gate from my phone. From 2:02 PM onward I get no notification that the walk has begun. At 2:30 PM I finally text Wag!'s support line to find out what happened with the walk and why it had not begun. At that same time I get a text notification from Wag! saying "We noticed that your 2:00PM walk has not started yet and have been unable to get in touch with your walker. To ensure that [your dog] gets a walk, we are looking for an immediate backup walker. We apologize for any inconvenience that this has cause." At this point I am now concerned that Walker 1 has arrived to my apartment and I do not know of the whereabouts of my dog. I was unable to reach Walker 1 nor was I able to reach anyone at Wag! to determine the status of the walk or the walker who now has access to my apartment and dog.
At 2:33 PM I get a text notification that a new walker has been assigned for a walk beginning at 3:03 PM. Again, no communication from Wag! or anyone about what happened to Walker 1, who had apparently showed up for the walk and entered my building. At this point I considered calling law enforcement, because I do not know what is happening either in my apartment or to my dog, and no one is picking up their customer service line.
At 3:00 PM I am able to contact Walker 2 and he confirms that my dog is in my apartment. During the walk with Walker 2, the application did not provide updates regarding the walk details. At 3:48 PM I get a text message notifying me that the walk is complete and a photo of my dog covered in mud. In the walk report card Walker 2 notes "[h]e got a little dirty there on his hind legs but I cleaned him up after we got back to the apartment." Still, no word from Wag! regarding my earlier communications.
I get home and my dog's leash and harness were saturated with dirt to the point where they were unusable.
Still, no followup or communication from Wag!
All I needed was this one experience to know that Wag! will never facilitate a dog walk for me again. Who knows Walker 1 could have done and the fact that he was unreachable by Wag! and myself is beyond concerning. There was no way for me to contact anyone live during a situation I began to treat as an emergency. For over an hour I had no way of knowing what was going on with my dog.
The application and web platform itself are also in need of a major update. They are glitchy and outdated and seems to still be in beta form.