Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dog was attacked by another dog during her stay at ******** of ********** during the period of 7/16 - 7/18. Dogtopia was somehow not aware of the attack when it occurred and brought my dog to our vet a day or two after the attack occurred. Our vet indicated that the wound was NOT fresh, was now infected and would require stiches. Dogtopia indicated to our vet that they were not sure when the attack occurred and that they would need to review their videos to make this determination. Given the negligence shown, I now plan to settle this through an attorney

  Business Response

  Date: 08/06/2025

  ***** was notified of the injury the morning of 7/18, per ***** ** wanted Jam taken to his Vet, which we did. Upon speaking to staff it was determined Jam had been involved in an altercation late night on 7/17. Once treatment was done at his vet Dogtopia covered Jams vet bill. ***** did request to speak with a higher Manager which is why I tried to call, I did leave a VM, he didnt respond, I followed up with a text, which he did respond with not wanting to have further discussion. Had ***** responded to me I could have spoken more about our findings as well as offering additional cost coverage for any follow up vet visits if needed. 
  Kevins dogs had been boarding with us during this time, his other dog wasnt involved in anything and had a normal boarding stay, upon pick up we didnt charge for either of his dogs stay. 

  Customer Answer

  Date: 08/08/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from Dogtopia is not entirely accurate.  While it is accurate that my dog was brought to my Vet, their staff had no awareness as to when the injury occurred.  My Vet indicated that the bite was not a fresh wound and had become infected.  Dogtopia had no awareness as to when the injury had occurred and were said to be reviewing video.  In addition, Dogtopia indicated that my dog had been attacked by a breed of dog that had a propensity for this type of behavior, but they had not taken any steps to prevent the incident from occurring.  So in short, they were negligent in preventing the attack and then were not even aware that the attack occurred. Their initial offer was to discount my dogs boarding charge by 1/2, which was completely unacceptable.  I shortened my dogs stay by 2 days due to this incident and they comped the boarding charges.  
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  Date:04/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - April 5-8, 2023 my dog (pit bill mix) Obi was boarded at Dogtopia.- April 8th he was picked up, majority of the skin on his nose was gone due to injuries from being in a metal crate over night. Staff was unapologetic - He has been boarded with this facility before and has never sustained any of these injuries. - I requested a refund in the amount of $119.00 because my dog did not look this prior to being boarded. - I called and asked to speak with the manager April 8th, April 10th, April 11th. I was told the manager was not in and will refund a phone call to me. He/She never called me back and I kept getting the runaround from staff. - Requesting refund in the amount of $119.00 in the event it gets infected and we have to pay vet fees.

  Business Response

  Date: 04/28/2023

  There was a breakdown in communication to the Store Manager in regards to calling ************ back. I spoke with ************* and apologized for the lack of communication and explained that unfortunately we cant prevent crate nose and that due to her other issues Id be happy to refund the stay.