ComplaintsforWonolo Inc

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 17th I requested that Wonolo delete my personal information sense I signed up in 2019 however I have never used the app to obtain work assignments nor received any payments from this app. I have already been victim of Identity Theft before and I am currently taking control of my personal information. This my personal information and I have right to request that information be deleted. This is a violation of The Privacy Act 1974 and I rescind in contracts since I never used their services.

  Business response

  05/02/2024

  Hello BBB Team,

  Thank you for informing us of this review. Wonolo reviewed ******************** request and informed her of its decision in accordance with Wonolo's Privacy Policy and applicable law.

   Let us know if you have any other questions.

  Regards, 

  The Wonolo Support Team

  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business owes me travel time and I was racially profiled by Wonolo. My name is ***********************. She used me being intoxicated as an excuse because I was black and closed my account.

  Business response

  04/23/2024

  Hello BBB Team,

  Thank you for informing us of this review.

   To give context, the Wonolo app is an on-demand staffing app where businesses, called Requestors, can post jobs, and job seekers, we refer to as Wonoloers, can accept jobs. **************** is considered as a Wonoloer.

   We believe all Wonoloers deserve a respectful and safe job environment, as outlined in our Equality Policy (*************************************************) and Terms of Use (**********************************************). 

   We received a feedback that *********************** allegedly exhibited aggressive behavior leading the Requestor to think that he may have been under the influence. 

   His account was deactivated in violation of Wonolos Terms of Use and Acceptable Use Policy. We arrived at this decision after presenting him an opportunity to respond to the feedback we received, and following a review of the information available to us.

   Let us know if you have any other questions.

  The Wonolo Support Team

  Customer response

  04/23/2024

   
  Complaint: 21612409
  
  I am rejecting this response because:

  The business sent me to go to the site for work. I arrive there and ran into their black workers, and they sent me to the "so called boss" and drove me to him. There was no alcohol or any drug on me taken, which is a racist remark because I don't do drugs. Once I arrived to the job, they canceled my shift, and you can see the face if the person who picks the job, the picture. So when I asked about my job, the requestor said he picked someone 10 minutes from the start time of the job. The man got nasty with me when I brought up my travel time, after he said he already picked someone, telling me to get lost before he call the cops. I told him to drive me out of his parking lot because I didn't ask to be there. I was driven by his workers because he wanted to speak to me. I told Wonolo that they canceled me, and my reason and they just told me they wasn't going to pay me for my travel time. All I asked was for my travel time, and that don't want to give it to me because I was black. Instead, they are discriminating me by saying I asked for money, when I asked for the travel time the requester lied about, because that was the deal for my arrival being that they canceled my shift as I arrived. Now I could've clicked it and arrived there and clicked it back and scammed them like people do, but this time they scammed me, because I was black. The man got racist with me in a fighting stance after I asked about my travel time. He didn't record a thing so how can wonolo go about their decision on my behalf, if they don't have a phone number or set up cameras backing their employees. 
  
  Sincerely,
  
  ***********************

  Business response

  04/30/2024

  Hi BBB Team,
  
  We're sorry that this issue may not have been resolved the way ***** expected it to be.  As noted in our initial response, Romels Wonolo account was deactivated permanently due to unprofessional behavior reported by the Requestor and our Trust and safety advocate in violation of Wonolos Terms of Use (**********************************************) and Acceptable Use Policy (www.wonolo.com/acceptable-use-policy). 
  
   Thank you for providing us with an opportunity to respond. 

  Regards,

  The Wonolo Support Team

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wonolo apparently decided to terminate me and accused me of having multiple accounts not only is this a judgment of character but it is also a allegation of a false narrative it all started because my number was being used by another account that I was not aware of when I first signed up for wonolo I had requested to change over my email multiple times I still have the messages from 2019 of members of wonolo accusing me of having another account when in fact it was noted that it was a error on their end and the other account had already been deleted according to wonolo and it was rectified until a few days ago I had been working on the platform since 2016 I have been accused of giving false information when Im fact wonolo did not do its due diligence they claimed to have investigated my account however if this were true they would see that I never signed up for another account nor did I mislead or lie about who I was I had 2 jobs lined up before my account was suspended and because of the loss of opportunity I have suffered and because of this I will be contacting my lawyer to seek litigation and liability on wonolo for these false allegations and loss wages my lawyer has also reached out to wonolo in hopes to resolve this but ultimately I will do whats best for myself and my family I did not want things to end this way but I am left with no choice I will not have my integrity challenged nor will I allow a company to create a false narrative around my name until this situation is resolved wonolo will be held responsible I have worked for this company since 2016 as a loyal member of wonolo I am saddened that they would choose to go about things this way but I will do whatever it takes to clear my name even if I must file a lawsuit

  Business response

  04/08/2024

  Hello ******, 

  Thank you for informing us of this review. 

  ************************************* Wonolo account was deactivated because he created a duplicate account in violation of Wonolos Terms of Use and Acceptable Use Policy. We arrived at this decision following a review of the information available to us.

  Let us know if you have any other questions.
  

  Thank you! 
  The Wonoloer Support Group
  

  Customer response

  04/09/2024

   
  Complaint: 21534555
  
  I am rejecting this response because: I DID NOT create another account and will be taking legal action from this point on due to loss wages and pain suffering as well as false accusations/claims I have more proof that I will save for court proceedings 
  
  Sincerely,
  
  ***********************************

  Business response

  04/11/2024

  Hi BBB Team,

  We're sorry that this issue may not have been resolved the way ********* expected it to be.  As noted in our initial response, ********** Wonolo account was deactivated because he created a duplicate account in violation of Wonolos Terms of Use (**********************************************) and Acceptable Use Policy (www.wonolo.com/acceptable-use-policy). 

   Thank you for providing us with an opportunity to respond. 

   

  Best,
  
  The Wonolo Support Team

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Wonolo on several occasions in regards to someone using my Wonolo account. I have sent proof of who I am and I can't get a response only to contact the authorities. I want the account closed someone is working under my social security number. I can't even access my account because someone changed all my information. Right before I couldn't access my account my picture was changed to a male photo. I am a female. I don't understand that you are a staffing agent without customer service.

  Business response

  03/10/2024

  Hi ****** and ********,

  Were sorry to hear about the issue with ********* Wonolo account.

  We checked our records and saw that ******** have submitted 3 support tickets where we responded and requested for account verification for security purposes since she reached out using an email address thats not linked to her account. 

  In line with that, our Trust & Safety Team have sent her an email and informed her that due to the report of a possible takeover of her Wonolo account, we are retaining the suspension of her account permanently.

  Along with this, if she believes that someone else tampered with her account without her permission, we suggest that she should file a police report for identity theft and notify all platforms or institutions that *** be impacted by this information breach.

  Feel free to reach out if you have any questions.

  Best,

  Wonolo Customer Support

  
  

  Customer response

  03/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** hires people thru an app for w2 work witch i worked one day and have not seen a ***** yet.

  Business response

  01/28/2024

  Hi ******,
  

  I hope all is well. And thank you bringing this matter to our attention.
  

  After reviewing our records thoroughly, we found that *************************** payment for the W2 job he completed on January 2 has already been processed on January 10. He should be able to view his paystub and download his check payment through the Payments section of the app. We also recommend downloading the latest version of the app, should have any trouble doing this.
  

  The check is in an electronic format, and can be processed in fewer steps as some banks would only require the image of the check to be submitted on their banks portal as deposits. Also, note that W2 job payments are finalized every Wednesday of the week. Each payment cycle consists of jobs completed between Sunday and Saturday, and payments are sent by Friday of the following week
  

  It also looks like ***** is yet to reach out to our Support team to report this issue. For any future concerns, we recommend that he reach out to us through our Support team email which is ************************************.
  

  Rest assured that we will do our best to resolve any reported issue as soon as possible.
  

  Thanks again and have a great day!
  

  Regards,

  The Wonolo Support Team

  Customer response

  02/04/2024

   
  Complaint: 21209941
  
  I am rejecting this response because:
  Have not seen a ***** yet from wolono inc

  
  Sincerely,
  
  *************************

  Business response

  02/06/2024

  Hi ****** and *****,

  Were sorry to hear that ***** has not receive his payment yet for his completed job at ******** - SoCal W2 on January 2, 2024.

  We recently reached out to him via email - case ID ********. As mentioned in the email, we've attempted to deposit the payment to his bank on January 12, however, we were unsuccessful and this can be caused by providing a closed or incorrect bank account or routing number. This resulted in issuing a downloadable check instead. Downloadable checks are electronic checks that can be printed and presented to the bank for deposit. The instructions on how to download the check has been provided to him via email.
  

  As an alternative, if he wants to change his payment method instead of downloading his check, we can also send him a link to a direct deposit authorization form so he can correct his bank account and we can attempt to re-deposit his payment to the corrected account.

  Lastly, as previously mentioned, he can direct any job or payment concerns to ************************************ for quicker issue resolution via email.

  If you have any other questions, please let us know.

  Thank you,
  The Wonoloer Support Team

  
  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a job assignment for Wonolo Sunday January 14, **** to deliver pizza for Pap *****. I completed my assignment and Wonolo refuses to pay me per my contract.

  Business response

  01/16/2024

  Hi ******,
  

  Thank you for letting us know about this complaint.
  

  Upon reviewing our records, we found that our Support team is already in contact with *********************************** regarding his January 14 job. 
  It appears that this job has been marked as a no-show, and weve sent an email to ****** via case ******** to ask for the needed details so we can reach out to the relevant team and help verify his attendance. Once his attendance has been verified, his payment will start to process.
  

  Rest assured that we will do our best to assist with this issue, and we recommend that ****** should keep in touch with our Support team via the case number mentioned above to help expedite the process.
  

  Thank you and please let us know if we can assist with anything else.

  Regards,

  The Wonolo Support Team

  
  

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is refusing to pay me for work Ive done after contacting support repeatedly I still have not received my payout. The Wonolo company is VERY POORLY RUN AND YOU CANNOT GET AHOKD IF ANYONE. WHERE IS MY MONEY?WHERE IS MY MONEY?WHERE IS MY MONEY?WHERE IS MY MONEY?WHERE IS MY MONEY?WHERE IS MY MONEY?

  Business response

  12/19/2023

  Hi ******,
  
  I hope all is well. 
  
  Thank you for letting us know about Lyras payment concern. 
  
  We were able to coordinate this issue with our payment provider and we were informed that her payment was initially sent to a closed account.

  We immediately informed Lyra of this detail through a support, case as well as provided her the instructions to update her payment account, to help expedite the payment posting.
  

  We were able to get her confirmation that her account has been updated and as of yesterday, December 18, her payment has been restarted and is already on its way to her updated account, subject to her banks posting terms and hours.
  

  Rest assured that timely payments for Wonoloers are among our top priorities, and we spare no effort for this type of issue.
  
  We apologize for any trouble this issue may have caused and please fo let us know if we can help with anything else.

   

  Regards,

  The Wonolo Support Team

  
  

  Customer response

  12/20/2023

   
  Complaint: 21018224
  
  I am rejecting this response because:

  I was told Wonolo changed payment provider not that my money was sent to a closed account. So thats a lie from Wonolo.

  And then I was sent a 14 digit trace ID when it should have been 16 digits long for my bank to locate it. 

  my paycheck was late causing me to receive an eviction notice and I have reported this to ****** labor commission  because the lie you just told is unprofessional and pathetic. 

  
  Sincerely,
  
  L A

  Business response

  12/22/2023

  Hi ****** and Lyra,

  We understand Lyras concern about her payments.

  Our records show that Lyra reached out to us on December 7 and informed us that her paycheck was sent to the wrong card that has been closed out.

  We responded to her on December 8 and informed her that if she registered an incorrect direct deposit account for her payments, she need to fill out a new direct deposit authorization form to update her payment method. 

  Furthermore, the trace ID is a ******** number. Weve provided her a 14-digit number and she just need to add a zero at the start of the numbers to make it 15 digits. Apologies for the confusion this has caused her.

  Lastly, we've connected with our payment processor and expedited the processing of her payment, and we can confirm the successful deposit of the payment to her account on Dec. 18. This was communicated to her via email on Dec. 19.

  If you have any further questions or concerns, please let us know.

  Best,

  The Wonolo Support Team
  

  
  

• Initial Complaint

  11/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Wonolo hired me for sophora over 2 weeks ago. Then instead of paying me daily as promised if I chose to they said after starting work for days no more daily pay then said we would get paid the following Friday after accounting days started Sundays but we started on a Tuesday. Then said the would pay us on the following Friday. Before payday I asked 100 times check my info for any mistakes so my pay is on time. They said I was good. Then attempting to contact them over 100 times literally the paid me but postdated payment for 4 days later Nov. 21, 2023 ? Why after not paying on the 17th of Nov. Then sent a echeck to the app I couldn't access with my correct and reset log in. Then sent it to my email. I go print it and attempting to cash it at chase bank written on the check , ***** said they know these can't be cashed on deposited I already told him I don't have a account before sending it to me. Found a echeck company they said the numbers aren't correct no echeck numbers on it. They did it on a Friday so no communication until Monday anyway. This is sneaky , underhanded, scammed kind of company at this point. PLEASE B CAREFULL FROM THIS COMPANY. IM GOIN TO HAVE TO SPEAK WITH A LEGAL TEAM. My rent, kids bday party , I am never late until them. No weekends help @ all purposely done

  Business response

  11/22/2023

  Hi ****** and *****,
  
  Thank you for reaching out, and for giving us the chance to respond to this complaint.
  
  For context, individuals can apply for employment with our affiliate, Grow2 by Wonolo, by completing a number of onboarding steps.
  
  Once theyve completed the onboarding process and Grow2 by Wonolo hires them, theyll get a W-2 badge on their Wonolo profile so they can start accepting W-2 opportunities in the Wonolo app.
  
  Now, Wonoloers who have worked W-2 jobs will be paid on Friday of every week for the hours worked during the prior workweek at that placement. The workweek for W-2 placements is Sunday at 12:00 AM to Saturday at 11:59 PM. Payments are sent as direct deposits to the bank account they provided in the direct deposit authorization form, unless the individual chose another method in the absence of a bank account to use, such as having a physical paycard.
  
  If the individual does not have a direct deposit account, they will receive their payment via e-check. They can take a photo of the check and transfer it electronically if the feature is available with their bank. If not, they can print the e-check and deposit it by going to a branch. As such, the e-check cannot be exchanged for cash as its only available for electronic deposits.
  
  *************************** payment for November 17, 2023, covering the jobs she completed between November ****, 2023, has been reprocessed last November 21st. We have been in communication with her regarding this concern.
  
  Our apologies if we were unable to respond sooner to **************** inquiries. Our team has been receiving higher volume of requests at the moment, but were doing our best to help everyone.
  
  Please let me know if there are any questions or concerns.
  
  Regards, 
  
  The Wonolo Support Team
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Wonolo acts as a referral and payment middleman with a smartphone app where one or few day jobs can be posted, payment is done through them. I was sent on my first job Oct 21 for *********************** F1, night shift after ***** played, directing people to their parking lots out a main exit. It was far enough from the trailer office set up we were sent out to the rest of the property in golf carts. *** stated we show up at 4, work till midnight. We get shorted hours of pay and then, several of us left in the middle of a ************* without being taken all the way back to the place we were picked up from. Out in the country at midnight stranded. Wonolo was told about hours being cut and about the later fiasco about being stranded on a *************... It looks like Wonolo responded to some other stories on this list but they never even answered mine. They ripped me off out of $30 pay and not covering the extra trouble they caused in the ordeal at 1am

  Business response

  10/30/2023

  Hi ****** and *******,

  I hope all is well. This is *** from Wonolo Support stepping in to assist. And I'm sorry to hear about the trouble.

  We have taken *******'s feedback about his October 20 job and shared this with a relevant team so we can help improve his experience working on posted jobs via the platform.

  We've also processed an additional payment to cover his total claim of work hours. All the details have been shared with ******* through email, via case 02302203. 

  Wonolo takes Wonoloer safety as one of our highest priorities and it is important for us to know if they ever feel unsafe or uncomfortable at the job site. We believe all Wonoloers deserve a respectful and safe job environment. 
  
  We are continuously improving Wonolo's platform and we will be in touch with you again if we need additional details. For any other concerns, please let us know.

  Regards,

  The Wonolo Support Team

  Customer response

  10/30/2023

   
  Complaint: 20798337
  
  I am rejecting this response because:

   

  The response I have recieved was pay for a non-existent 30 minute break, and a 15 minute period, which was explained as "30-minute unpaid break as well as an additional 15-minutes of work"

  There was a 30 minute break that was not given, and additionally, While the job was stated as concluded at 11:15pm, I and perhaps others were not relieved from our post although the onsite supervisor was in communication earlier via text message.  This is a total of 75 minutes/1.25 hours.  Everyone had arrived onsite at 4pm as stated, and remained on-premise until the end.  During this time we were all all hands on board, our time and attention reserved for the job at hand, including being given our duties, supplies for our posting throughout the job site. 8 hours were reserved, by everyone where we interacted with management etc onsite, whereas only 6.5 were claimed by COA. That being said, 8 hours (4pm-12pm), minus 6.5 is also 1.5 hours we weren't paid making a total of 3 hours unpaid (since an additional 1.5 would be non-existent break plus 45 minutes 11:15pm to 12am).
  
  Then, this also does not address the fact that myself and others were basically stranded across the property (is which is 890 acres or 3.6 km2) at our posts at the end of our shift, with no communication or reply from management if we would be picked up and taken back to "home base" where we met at the beginning of our shift.  I can say in my case, I asked and never got an answer about  any inquiry after arriving onsite at 4pm.  I ended up not actually leaving the job site until 12:15am and have pictures of the site from my cameraphone which are timestamped.
  
  All of these details were reported in the app in the appropriate place within hours of the shift ending.   Fact is, 3 hours pay in full basically doesn't forgive being stranded at our posts, but given the circumstances, it is the least that could be done here.

   

  
  Sincerely,
  
  *****************************

  Business response

  11/06/2023

  Hello BBB Team,
  
  Thank your for giving us the chance to address your concerns further. 
  
  To give context, ******* accepted an event staff type of job. The job pays hourly - payment for the completed job is adjusted based on actual hours worked, or 50% of posted pay whichever is higher.
  
  The tasks in the job description includes, "Directing guest out of the venue after the event." The job ends once the event had concluded and guests have left the venue.
  
  The event venue is several acres wide, and the event ended before the posted end time in the job details. The Requestor completed the job and adjusted *******'s hours after most of his fellow workers had checked out.
  
  We realized that ******* may not have receive instructions when and how to return to the check-in area where he can sign out. He also reported that he did not take the break noted in the job details.
  
  With the information currently available to us, we reached out to the Requestor to share *******'s feedback and to clarify the instructions. In the meantime, we processed the full payment for the posted hours from 4 PM to 12 AM.
  
  Lastly, breaks included in the job details are important for our app-users' well-being. If, for any reason, they are unable to take their break as scheduled, we ask them to inform Support why and who ask them not to take their break so we can make the necessary actions to avoid the same issue and for them to receive the correct payment.
  
  We are still working to get the details from the onsite contact. As we mentioned to *******, we will contact him should there be any adjustment to the payments we processed. We'll only make adjustments should we receive substantial information from the Requestor to invalidate the details shared by ***************
  
  Please let us know if you have any questions or concerns. 

   

  Best regards, 

  The Wonolo Support Team

  Customer response

  11/07/2023

  whereas Wonolo only offered minimal compensation at first (the one I responded here), they several days later had an escalation rep ******* me and they indeed covered all the bases I wanted them to, so it ended up working out 

  (You can put that in the closing of the case as my last response in the thread people read)

   

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accepted a job through this app Extended Stay of America Region 5 East 2 for 8/26/23 9am-3pm. I arrived on TIME and did the job in full. I was unable to clock in through the app and the Manager did not have a Wonolo kiosks for me to sign in. She ensured me she can manually put in my hours and I made sure to attempt to clock in several times but was unsuccessful. I have now pulled up the app to see the job was cancelled. At that time I did message the requestor in the upcoming job scheduled for the next day but it appears they dont plan on paying me and if so legal actions will follow. *** contacted support via auto chat 3 times and still waiting on assistance.

  Business response

  08/30/2023

  Hi ****** and ******,
  
  Thank you for reaching out, and for giving us the chance to respond to this complaint.
  
  Our apologies if were unable to respond sooner to Ms. ****** inquiries. There was a sudden surge in the number of communications we were receiving lately, but we are doing our best to help everyone.
  
  For context, the Wonolo app is an on-demand staffing app where businesses, called Requestors, can post jobs, and job seekers, referred to as Wonoloers, can accept these jobs. ************** is considered as a Wonoloer.
  
  We reviewed the account of ************** to understand why she encountered difficulty starting the job on the app. As it turned out, the job she accepted for August 26, 2023 was canceled the day prior to the scheduled start time. When a job is no longer active on the app at the time of the engagement, it wont be possible to update its status anymore.
  
  In order to avoid potential issues in receiving the payment for a job that was completed on the platform, as well as any negative impact on an account, it should be accepted [************************************************************************] through the Wonolo app, and it should be active at the time the tasks were performed. 
  
  Here are some examples of work performed outside the Wonolo app:
  - Showing up at the job site and working without accepting a job on the Wonolo app
  - Showing up at the job site and working after the job was canceled
  - Showing up at the job site and working after withdrawing from the job
  
  Now, we understand there's a possible confusion as ************** feels the job she attended was canceled after she completed it. Rest assured that we carefully checked this on our end, and we can confirm the job was canceled on August 25, 2023. The screenshots she shared showing the messages to the Requestor were sent on her active job at that time which is dated August27, 2023.  Nevertheless, our team has reached out to the concerned parties to have the payment concern addressed. 
  
  Please let me know if there are any questions or concerns.
  
  Regards,
  
  The Wonolo Support Team

*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. ↩