A dog-owner mentioned she spent days searching for her pooch after it went missing below a Wag walker’s care.
Liz Giorgi mentioned she was solely advised her canine, Fran, had died after she searched for eight days.
Wag, an app that connects pet house owners to unbiased walkers and sitters, has courted controversy earlier than.
A startup founder whose canine went missing below the care of pet-sitting company Wag mentioned she was advised her pet had died after spending eight days searching for the pup.
Liz Giorgi, CEO of video and photograph studio Soona, tweeted on Thursday that Wag delivered the information to her with the following message:
“I’m calling to report we have news on your pet. Our local contact has informed us she has not made it. She has passed away. These instances are incredibly rare but do happen. Do you have any questions?”
It’s not instantly clear if Giorgi’s canine, Fran, died whereas in a Wag walker’s care or went missing and died afterward.
Giorgi mentioned she left her two canines in Wag’s care to go on a visit to Africa to honor the reminiscence of her late father.
On January 5, Giorgi was advised that Fran had gone missing. She enlisted her mother-in-law’s assist to look for the canine as a result of she was touring in a distant location abroad, and any try to return to the US would take longer than 5 days, she added.
Giorgi mentioned she panicked when she could not discover a to-do record or course of for a misplaced canine or customer support on the Wag app. “You just sit in the queue with everyone else,” she mentioned.
According to Giorgi, Wag solely responded to her 25 hours after it notified her of Fran’s disappearance. She added that she was “still waiting for a simple ‘I’m sorry.'”
In the meantime, she rallied associates, household, and friends to scour her neighborhood in Denver, partially by way of NextDoor, a social networking app for neighbors.
Several days later, on Thursday, Giorgi mentioned she’d obtained affirmation that Fran had died.
“The dog tracker found her and called animal control,” Giorgi defined in a tweet, noting that she was unable to see Fran a remaining time earlier than animal management cremated her. “We have her ashes now, though, and will make a large donation to the rescue that we adopted her from in her honor.”
“Adding insult to injury, they billed me for my dog sitting services yesterday. Such a joke. They said they would ‘look into it,'” she added.
Wag, an app that connects canine house owners with unbiased walkers or sitters evaluated by the company, was based in 2015.
Giorgi, Wag, and Wag CEO Garrett Smallwood didn’t instantly reply to Insider’s requests for remark.
The company has been embroiled in a number of previous customer support controversies.
In June 2019, a pair mentioned their canine was stolen by a Wag walker, Buzzfeed News reported. And in November 2019, one other buyer (*8*) of a Wag walker stealing objects from her residence.
The similar yr, a pair in Los Angeles filed a lawsuit in opposition to Wag, accusing the company of making an attempt to cowl up the dying of their French bulldog, Burger. They alleged that Burger was below the care of a Wag walker, who stood on the sidewalk whereas permitting the 10-1/2-year-old canine to enterprise alone onto the crosswalk, leading to Burger being fatally struck by a automotive.
In 2019, then-CEO Hilary Schneider wrote an open letter addressing the negative sentiment around the company’s customer care and mentioned Wag was “revisiting and reviewing” its customer support techniques.
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