Texas Couple Blames Wag! Walker For Their Dog’s Death
Sara and Nick Moore were regular customers of the popular dog-walking service Wag! and said that on December 10, 2018, they logged in to find a quick walk for their Wheaten Terrier Winnie.
At the end of the 60-minute walk, though, Sara didn’t get the notification she was used to when the walk was over, so she gave a quick call to the walker just to check in. When she spoke to the walker, she asked if Winne was home and the walker said that Winnie was indeed back at home, safe and sound.
But Winnie wasn’t home, nor was she safe. Five minutes later, Sara said that a Wag! representative called her and told her that Winnie had been hit by a car and passed away. The representative told her which animal hospital Winnie was at, but they aren’t even sure how she got there or who took her.
Nick and Sara when to the hospital immediately to say their final goodbyes, and, assured by Wag! that any fees associated with their wish of cremation would be covered, asked for Winnie to be cremated.
Friends, First I want to say that Sara and I have spent a lot of time thinking about whether or not we wanted to share…
Posted by on Thursday, January 17, 2019
When the pair submitted the receipts for Winnie’s cremation (totaling $188.71) to Wag!, they were in return given a non-disclosure contract that mandated the couple’s promise not to say anything about the incident–whether online or in reviews, orally or in print–or else they’d not get their cremation fees reimbursed. The couple did not sign the non-disclosure agreement and believe that the agreement was an insult to an already grievous injury.
Nick Moore says that they feel that there was no compassion or care on the part of Wag!, and more, they didn’t even know what exactly happened to Winnie in her last moments and they’re haunted with what their imagination conjures.
They don’t even know where she was hit, so even driving around in their neighborhood is traumatic for them, as they don’t know what went on in their family member’s last minutes. The couple believes that they need to know the details so they can process it and try to accept the finality, but Wag! still says that the non-disclosure act is a common practice in situations like this and gave no more information, despite Wag!’s CEO saying they’ll update as they move forward.
And while a Wag! spokesman says the walker in question had very high ratings and no safety incidents, Wag! does have a history of losing dogs in New York, and even another death similar to Winnie’s when a dog ran away from its Wag! walker and was fatally hit by a car. A chihuahua named Norman who ran from a Wag! walker in the Upper East Side in New York still hasn’t been found.
For their part, the Moores believe Wag! doesn’t monitor their walkers as they say they do, since Winnie’s selected walker’s name did not match the name on her profile, and that Wag!’s negligence led to their dog’s death.
Our CEO Hilary Schneider shares her thoughts in response to feedback on how we handled recent pet incidents.
Wag!’s CEO Hilary Schneider responded in a Facebook post, but it was not well-received based on comments, and the Moore’s still have no information about what happened to their family member.
We send our thoughts to the Moore family as they mourn their sweet girl.
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