Business ProfileforDogtopia

If you love your pets NEVER let them stay at Dogtopia in *********, **!We did a board from Sept. 22nd-25th and not only did they lie about their pricing but my dog was injured the day I dropped her off and no one called me. I learned of it on Saturday and that was only after I inquired about them because the webcams were not working. The worker claimed she was scratching at the crate, but my dog is 9 years old and has been board plenty times and never did anything like this. Later I learned it was the toenail on her back paw and not the front paw that was injured. When I picked up both dogs, her toenail was completely gone and she had a scratch on her nose. When I got her to the vet they said her injuries were more consistent with a fight than her scratching at a crate. They removed the rest of the imbedded nail and wrapped her paw. She is on antibiotic for 22 days and pain/anti-inflammatory meds for 5 days. After the vet appointment, I spoke with the owner, *******. I gave her the details. Her only explanation was her general manager was out, they had new people, and there was a bad storm in the area which affected the cameras. Of course, I told her this was no excuse and she mentioned the general manager was back today and terminated someone. However, if there was a termination, it was not due to my dog. She never offered to cover any part of the vet bill, but made it sound like I should be grateful for the price I received because it was incorrect, and she still gave me the military discount. All I could do was shake my head in disbelief! I did not give myself the quote and the military discount is what they offer! She was neither empathic nor apologetic for what her employees let happen to my dog. It is NOT hard to believe they leave the dogs unattended because when everyone came out to the front to watch me. There was NO ONE in the room with the dogs! UNBELIVEABLE!!!

Dear ***********************, We sincerely apologize for the experience you and your beloved pets had during your recent visit to Dogtopia in *********, **. Your feedback is invaluable to **, and we deeply regret that your trust in our services was compromised. We take these matters seriously and want to address your concerns. First and foremost, we are deeply sorry for the toenail injury your dog sustained during her stay with us. Our team's top priority is the well-being and safety of all the pets in our care, and it is clear that this situation fell short of our standards. We have not received the vet bill as of yet, but rest assured, we remain committed to resolving this issue and reimbursing you for any related expenses promptly. We are happy to report that our franchisee generously refunded you the cost of boarding for one of your dogs as well as your miliary discount, due to the fact that the quote you received was not clearly communicated that it represented a per dog rate and not the total for both boarding pups. We understand your frustration with the explanation provided regarding the storm affecting our internet access which interrupted your opportunity to access the web cameras. Periodically, our team checked in via web cameras and found them working during the playtime hours, but we do not have them on during the night since the lighting is too low and the dogs are sleeping! We appreciate your patience and the opportunity to make amends for your negative experience. Your pet's health and happiness are of utmost importance to us, and we will work diligently to regain your trust. If you have any further questions or concerns, please do not hesitate to contact us directly. We genuinely appreciate your feedback and the opportunity to improve our services.