Complaints

This profile includes complaints for Dogtopia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dogtopia

  6245 N 24th Pkwy Ste 210 Phoenix, AZ 85016-2030

  
• 

  Dogtopia

  284 Washington St Stoughton, MA 02072-1763

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:06/05/2025

  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.

  Last month I started bringing my dogs to Dogtopia in *********, ** (****************). We took our two dogs to Dogtopia in ** for years and had a very positive experience, so it was our first choice for dog boarding when we moved to OR. Upon signing up with this Dogtopia location we received multiple calls from a sales *** who sold us an unlimited boarding package for $209 per month per dog, which was a month-to-month commitment. Immediately upon receiving our credit card information, Dogtopia charged us an additional $200 that was unauthorized. They then charged us for a second month of unlimited boarding, which we did not agree to, PLUS an additional $200 on top of that! In one month, this Dogtopia location overcharged us $818. When we called to ask about the unauthorized charges, Dogtopia admitted that they charged us for 16 daycare days on top of the $418 for the package that was agreed to. We asked for a refund and they advised that they could not provide a refund or allow us to speak to the sales *** that sold us this package. Instead, they told us their manager would give us a phone call. That phone call never came. We were then given the email of the general manager, ********* *****, who promised us a refund within 3-5 business days. That refund never came. We should not have to work so hard to get money back for services we did not recieve and did not agree to. This Dogtopia location has over 50 reviews with the same issue of fraudulent charges and refusals for refunds. The fact that we were sold a package over the phone with nothing in writing and then charged a different amount several times is a very unethical business practice. There is no excuse as to why the money could not be refunded IMMEDIATELY. When we went to Dogtopia in **, all issues were resolved right away at the front desk. Clearly Dogtopia in ********* is trying to meet certain sales numbers and using fraud and theft to do it. The $818 of unauthorized charges needs to be refunded immediately.

  

  Business Response

  Date: 06/09/2025

  Hi ********,
  
  Thank you for bringing your concerns to our attention. Were truly sorry for any frustration this situation may have caused and regret that we havent been able to connect with you directly.
  
  We also sincerely apologize for the delay in getting this refund processed to you. Please know that the charge of $818 has now been fully refunded to your account. You should see the refund reflected on your original payment method within 35 business days, depending on your bank.
  
  We value your experience and take your feedback seriously. If theres anything else we can do to support you or make this right, please dont hesitate to reach out, were here to help.
  

  Sincerely,

  Dogtopia of ****************

  
  

• Initial Complaint

  Date:05/16/2025

  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 boarded at Dogtopia of ********** for 5 days as we went on vacation. He came back with a very bad and very serious infection spread throughout his whole body-Pseudomonas aeruginosa. Whats even crazier that they bathed him, and nobody noticed all of these scabs and infections, which were very obvious. He has dozens of nasty infections all over his body

  

  Business Response

  Date: 05/19/2025

  Dear *****,

  Thank you for your time today. We truly appreciate the opportunity to speak with you and address your concerns directly. You and your dog are very important to us, and we look forward to working together to ensure your continued satisfaction. 

  Most sincerely,

  Dogtopia of **********

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 2/28/25 I received a call from the ** at Dogtopia Sun City stating that my dog is being dismissed due to a Behavioral Issue. According to Dogtopia my dog latched on to another dog's collar and would not release. First of all I understand that dogs at daycare should not be wearing collars due to safety issues like this. Second there were too many dogs in the room with little supervision. I was told that they would have 2 rooms open that day due to the large amount of dogs. At the time of this incident there was only one room open. When I questioned this the ** lied and said two rooms were open until 5pm but I looked at camera and one one room was open and this was confirmed by the supervisor at Dogtopia when I picked up my dog. Prior to this I made two advance payments for services that would start week of 3/3/25 : $399 for 10 boarding days an $599 for 25 daycare visits. The ** had told me that these are good deals and pay in advance because they would expire . He even added that he would add 5 extra daycare visits and all the extra packages for no extra cost !! So I purchased !! Now that my dog was dismissed prior to me even using these packages I was told no refund but I can use the $1000 towards spa services !! We are seniors on a fixed income. I am 70m yrs. old and still working FT due to finances and my husband is disabled so I cannot afford for Dogtopia to hold these advance moneys paid since these services will never be used. This has caused extreme anxiety and my husband has been in the hospital so I am facing medical bills. I would like to see the contact and the video of this incident if they will not provided the $1000 refund. This is a large amount of money for them to keep !! All I want is my prepaid money back ! Why did they offer the advance packages if they were perceiving issues with behavior ? And there are safety issues here as far as collars and proper supervision . This should of been handled by "canine coaches " *********** for $1000 is joke

  

  Business Response

  Date: 03/11/2025

  Dear *****,
  
  Thank you for sharing your concerns with us. We understand how upsetting this situation has been, and we truly appreciate your patience.
  
  We have processed a full refund for the prepaid services you purchased. We hope this resolution helps ease some of the stress you and your family are experiencing.
  
  Again, we are sorry that we could not meet your expectations. If you have any additional concerns or questions, please don't hesitate to reach out.
  
  Wishing you and your family the best,
  Dogtopia of ********

  Customer Answer

  Date: 03/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

  Customer Answer

  Date: 03/28/2025

  This is in regards to the original complaint filed that provided a resolution to refund the paid in advance services for my dog. The one payment for $599 was refunded to my credit card as noted. However to date the second payment of $399 had not been refunded as noted it would be. This has been three weeks since I notified Dogtopia GM that my wallet was stolen and the debit card and bank account associated with that $399 payment is no longer active and I provided the new bank account information. I have texted the Dogtopia GM and even went to Dogtopia in person about this and still no notification that this will be processed. I have medical bills that need immediate attention and need that refund to be processed as promised ****. I just want closure to this and get that second refund for services that were paid in advance that I will not be receiving !! We are seniors on a limited income ! This has gone long enough already !!

  

  Business Response

  Date: 03/31/2025

  Dear *****,
  We understand that this has been a difficult situation for you, and we truly appreciate the time your pup spent with us. Please know that we have fully refunded both your prepaid daycare pass and boarding package. We wish you and your family all the best.
  Sincerely,
  Sincerely, Dogtopia of ********

  Customer Answer

  Date: 04/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

  Customer Answer

  Date: 04/09/2025

  I have tried to reach out to the ** so this can FINALLY be resolved as there has been no credit of $399 back to my account as promised. The bank is aware and has checked and has also informed me that an additional charge of $398 was taken out of my account on 2/12/25 which was 5 days right after the $399 boarding transaction. The $398 should have never been taken as I was charged $599 for the daycare package. The $599 was refunded. But there has not been any $399 or $398 refunded back to me..These services were to all begin 3/1/25 and my dog was no longer to go ******** again for services not received. I just want closure and the refunds that were promised to me ****. As stated we are seniors and have many medical bills.PLEASE ADVISE ON THIS. So the amounts of $399 and $398 have not been refunded !!

  

  Business Response

  Date: 04/09/2025

  Dear *****,
  
  Thank you for reaching out and giving us the opportunity to clarify and address your concerns. We understand how important this matter is to you and want to ensure everything is explained clearly.
  
  To date, the following refunds have been processed to your account:
  
  -- $599 was refunded for the daycare package that was not used.
  
  -- $319.20 was refunded for the unused portion (8 days) of the $399 boarding pass. This refund was issued through our merchant card service.
  
  The additional charge of $398 you referenced was for a monthly daycare enrollment that began on 2/12/25.Monthly enrollment allows for attendance during that month only and does not carry over. As communicated prior, monthly enrollment fees are non-refundable once charged.
  
  Before ***** was dismissed from our daycare, we did offer you the opportunity to transition to the $599 daycare package after the monthly enrollment expired, to ensure your pup could still enjoy time with us. The monthly enrollment was used and we refunded the entire $599 pass. We're truly sorry that this situation has been frustrating and understand how upsetting it is when things dont go as expected.
  
  ***** was a cherished member of our daycare family, and it was a pleasure to care for him. We are grateful for the trust you placed in us over the years.
  
  At this time, we have issued all eligible refunds, and no further refunds are available. We genuinely appreciate your past loyalty and wish you and ***** all the best moving forward.
  
  Warm regards,
  Dogtopia of ********

  Customer Answer

  Date: 04/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:02/24/2025

  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.

  The week of Feb 17th 2025 i was asked at a Dogtopia facility to provide a training certificate and when i asked them why they could not provide me with a justification as to why they were making this request. I have not been notified via email or phone call around any behavior issues so the request was very odd since i was not notified and nothing was in his file that warranted communication to me around his behavior. When asked no one was able to provide me with any information regarding what behavior issues that needed to be addressed. I asked for a email with information regarding what the issues were and never received anything. On Feb 24 2025 my son was informed that i needed to provide a training certificate or he would be dismissed again without any justification as to what behavior issues that needed to be addressed or why i was not notified of any issues that were occurring prior to this ask. I asked for a copy of the process and procedures and have not received any as of yet as well.I would like this issue to be investigated as it appears management at this location is unaware of there own policy and procedures.

  

  Business Response

  Date: 02/27/2025

  Dear ********,
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to clarify and ensure that you and Ghost have a positive experience at Dogtopia.
  
  We recently had the chance to speak with you directly and address your concerns regarding the request for a training certificate. To clarify, a training certificate is not required for Ghost to continue attending daycare.
  
  That said, if any future behavioral concerns arisesuch as challenges with staff interactions or incidents with other dogswe may recommend that Ghost take a temporary break from daycare and undergo a re-evaluation to ensure the safety and well-being of all dogs and team members.
  
  We appreciate your feedback and are always here to support you and Ghost. If you have any further questions or concerns, please dont hesitate to reach out.
  
  Best regards,

  Dogtopia of Union

• Initial Complaint

  Date:02/18/2025

  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.

  Hello Over the 2024 thanksgiving weekend. Boarded my dog ******* in Dogtopia of Temecula. I paid an advance payment for a week. Dirty no the stay another dog bit the tail of ***** and Perrys tail had to be amputated. The amputation cost over $3500. The initial communication was the other dog owners would agree or agreed to pay half of centenarian bill for amputation of the tail. All communication has stopped and all phone calls and emails have gone unanswered. Dog top is states they cannot give information of other party so oat this time I cannot even go to court. I would like communication about this information and name of party. Also I would like refund of days ***** was not in Dogtopia because ***** had to be boarded at hospital after tail amputation because I was out of town at the time.

  

  Business Response

  Date: 02/24/2025

  Thank you for reaching out and sharing your concerns.We understand how difficult this situation has been, and we truly appreciate your willingness to communicate with us as we work toward a resolution. Please know that we are available to discuss this ongoing matter further at any time.Feel free to reach out to us directly, and we will be happy to assist you.
  
  Best regards,
  ******** *****
  Dogtopia of Temecula

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 name is *******, I took Thor for a "Meet and Greet" on 12/21 for a scheduled boarding on Christmas week. I was told that he was a bit energetic, but that you all provided a "Gym" room for high energy dogs. With that in mind, I left Thor at your location for boarding on 12/24 - 12/28 due to a planned Christmas vacation. To my surprise, everytime I checked on him, he was no where to be found! All day Christmas day i did NOT see him on any camera. Was he put up all day? I was told they go on rotation for 20min at a time. This was not the situation for this particular day. On the 26th of December when looking for him AGAIN he was no where to be found. So I called the office and they stated again he was on rotation. I set an alarm for 20 min and he AGAIN was no where in view, so I set my alarm for another 20 minutes thinking your employees might be busy and nothing AGAIN So, I set it for another 20 min and AGAIN I couldn't see him, so, I set it again just because maybe there was a delay for a valid reason, so I set it again and still didn't see him. At that time I called again and they told me he was on rotation once more. At that time I confirmed how long rotation was and your receptionist confirmed it was only for 20 min. I then told her that I had been confirming on the cameras for an hour and she put me on hold to speak with the "coach". Then she came back and said ok he's out. So, not only did I have to be the time clock for your staff HORRIBLY and DISGUSTINGLY when we got home we noticed he wasn't a "high energy" dog anymore, so my husband checked him out and found two sources of blood. This is heart breaking, and it was unnecessary because I told your front desk if there was a problem they needed to call me and I would have made arrangements for someone to pick him up. I wanted him to be interactive and he came back harmed!
  
  I will need to take him to his vet right now to prevent infection on these open wounds!

  

  Business Response

  Date: 01/02/2025

  Dear *******,
  
  Thank you for bringing your
  concerns to our attention. We are deeply sorry to hear about your experience
  and the distress it caused you and Thor. At Dogtopia of ****, the safety and
  well-being of all dogs in our care are our highest priorities, and we regret
  that we fell short of providing the excellent experience you expected and
  deserved.
  
  We have reviewed your
  concerns regarding Thor’s time in our care, including his rotation schedule and
  the injuries you discovered. We take these matters very seriously and are
  conducting a thorough internal review to ensure all protocols were followed and
  to identify any areas for improvement.
  
  In the meantime, we want to
  assure you that a refund for Thor’s stay has been processed. We hope this
  demonstrates our commitment to addressing your concerns and taking
  responsibility for your less-than-satisfactory experience.
  
  Once again, we deeply
  apologize for the inconvenience and heartache this situation has caused. We
  value your trust and are committed to learning from this experience to improve
  our services.
  
  Sincerely,
  ***** ****
  Owner
  Dogtopia of ****

  Customer Answer

  Date: 01/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22740292, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* *
  
  
  
   
  

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  To whom it will concern:We just joined this daycare and I already shelled out $799 on a package of days. Im honestly more infuriated than my face showed upon pet pick up when I saw a stranger bringing my dog inside the building and realized he took the wrong dog home. Thankfully, he brought my dog back and got his dog in exchange, but the liability of this situation comes with heavy burden on your business legally, your staff and the sanity of your customers for repeat and referral business. I understand as humans we make mistakes, but this is a Swiss cheese model that broke through multiple layers, more than I am comfortable with, including Dogtopia staff giving my dog to the hands of the wrong pet owner, and the wrong pet owner/another owner or whomever was picking up) not realizing quick enough they had the wrong dog. Which I find equally disappointing. The webcams were down on the app the entirety of time between 2p-6:30p that our dogs were there. When my spouse and I arrived we could not see one of our two dogs on the monitor. I asked that our dogs remain together upon our meet and greet in precious weeks and the staff chose to keep them separated. Should our dogs not have been separated this probably wouldnt have happened because our dogs are a bonded pair. I would like to meet in person with the manager, not the front desk people, but someone in upper management to discuss this further. I look forward to a list of policy changes that will be made. I would also like to discuss refund options after this event as I hold businesses to high standards as I do for myself as in my own profession caring for people in the states largest hospital.

  

  Business Response

  Date: 12/17/2024

  Dear ********,
  
  Thank you for bringing this serious issue to our attention. First and foremost, I sincerely apologize for the distress and frustration caused by the mix-up involving your dog. We understand how concerning this situation must have been for you, and we take responsibility for the breakdown in our procedures.
  
  We take your concerns seriously, especially regarding the error in handling your dog, the webcam issue, and the separation of your bonded pair. These are not the standards we aim to provide, and I understand why this situation would be both disappointing and frustrating for you. Your feedback is incredibly valuable as we strive to improve Pet Parent satisfaction.
  

  Thank you for agreeing to meet with me next week to discuss the incident in detail, review our current policies, and explore possible solutions, including refund options you feel are appropriate. We genuinely look forward to resolution and hope you and your pups are doing well.
  
  Sincerely,
  ***** ********
  Field Operations and NSO Manager
  Dogtopia

  
  

  Customer Answer

  Date: 12/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ***********
  
   
  

• Initial Complaint

  Date:12/11/2024

  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.

  I sent my dog to the greenwood facility. It was fine until apparently November when an incident was brought to my attention but nothing else was communicated and they said they have spoke to another person that picks them and they said no one has brought up any more issues. They suddenly kicked him about due to his behavior which has gotten worse since going there. Tried to speak with them said that were great communicators and I was told multiple times and I was not. I think they have caused my dog to be more stressed out due to the environment they created and are judging him based on his breed because he has come home with cuts and bites and nothing is done about it for his case.

  

  Business Response

  Date: 12/12/2024

  Dear *******,
  
  Thank you for taking the time to share your concerns. We genuinely value the trust pet parents place in us, and we are sorry to hear that you feel disappointed by your experience.
  
  Our team works hard to provide a safe and positive environment for every dog in our care. Unfortunately, there are instances when we must make the difficult decision to dismiss a dog if their behavior poses challenges that we cannot safely manage. This decision is never made lightly and is always based on the safety and well-being of all dogs and team members in our facility.
  
  We made every effort to communicate our concerns regarding your dogs behavior. Clear and consistent communication is important to us, and we will use your feedback as an opportunity to improve.
  
  We can assure you that no judgments were made based on your dogs breed. Our policies and decisions are focused solely on behavior and safety.
  
  We wish you and your dog the very best moving forward and are happy to confirm that we have refunded this week's daycare enrollment. If you have further questions or would like to discuss your concerns, please do not hesitate to reach out directly to our management team.
  
  Sincerely,
  *** *******
  Owner
  Dogtopia of Greenwood

  Customer Answer

  Date: 12/13/2024

  unfortunately I do not feel that I can because you have made it clear you do not want to acknowledge the issue. One text message and what you say are multiple attempts to communicate is not enough. Especially when I asked the other people involved and they were not made aware of the issue or to the severity that you are now saying is was. I have concern that my dog started acting this way due to the environment you have at your facility. They was not enough communication and that needs to be addressed I do not wish to come back but I have concerns that you will cause harm to other dogs in the say manner you have harmed mine. We have addressed other issues and that took weeks to fix even when you guys chocked my parents dog due to the collars not being properly put on. *** cried and made herself a victim so I felt that I could not bring any issues without fear of my dog being retaliated against and it is clear that is what has occurred. You are wanting to dismiss the issue rather than addressing the fact you need to have better communication practices in place. Your facility created my dogs behavior and I  sick because I placed trust in your company and it clearly was misplaced. 

  

  Business Response

  Date: 12/16/2024

  Dear *******,
  
  Thank you for taking the time to share your feedback. We are truly sorry to hear about your concerns and regret that your experience with us left you feeling this way.
  
  We take all feedback seriously and will reflect on your concerns to ensure we continue to improve our communication practices. It is important to us that pet parents feel fully informed and supported when behavior concerns arise, and we will strive to do better in this regard.
  
  While we made the difficult decision to dismiss your dog due to behavior concerns, please know this decision was made with the safety and well-being of all dogs and team members in mind. We wish you and your dog the very best moving forward.
  
  Sincerely,
  *** *******
  Owner
  Dogtopia of Greenwood

• Initial Complaint

  Date:07/14/2024

  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.

  I dropped my dog off for an overnight stay at the ************, ************ location on July 14, 2024 at approximately 11:30 a.m. I requested a nail clipping service add-on. I was scheduled to pick him up at 10 a.m. on July 15. I arrived at 10:30. The fee schedule on the board shows 'Overnight $35+' in addition to full day $55, half day $38. The first price that came up was $160 and I was incredulous. After a lively exchange with the front desk attendant, the price was suddenly $143. When I asked why the price was so high, he informed me that I was being charged for a half-day because I missed the 10 a.m. cut off. It is outrageous to be able to charge a customer $40 for 30 minutes - especially when it also wasn't made clear that the boarding cost is comprised of a full day AND the $35+, which is arbitrary and not fixed. I am seeking restitution of $38 and that Dogtopia locations make their pricing/fees crystal clear and well communicated instead of allowing customers to get the overpriced shock of their lives. If I had known I was going to spend almost $150 for less than 24 hours of care for my dog there is no way I would have brought him there. There is nothing in the confirmation email that confirms pricing. Incidentally, I had scheduled with them in April for a June 5 - 7, 2024 boarding. Two days before the date of boarding, I receive an email from this location that my dog needed to get an updated influenza shot. It's beyond difficult to get a vet appointment last minute and I ended up having to cancel. The business practices of this location in particular and likely the corporate pricing model are designed to be vague, arbitrary, and interpreted with clarity only when challenged. I will never recommend this business and will ensure that others are aware of this fleecing.

  

  Business Response

  Date: 07/17/2024

  Dear Ms. ******
  Our team has been working to get in touch with you to discuss your concerns! Will you please return our call at **************? We appreciate you letting us know that youd like to talk with us! Thank you for trusting us with your sweet pup.

  Sincerely, ***** General Manager at Dogtopia of Navy Yard

  Customer Answer

  Date: 07/17/2024

  I spoke with the general manager of this location, who informed me that all communications are directed by the corporate office. She would take my suggestions under advisement and share with them. That any refund would have to be initiated and approved by corporate   She essentially did not take any responsibility or acknowledge that she could have prevented any of this and is powerless to assist. This is unacceptable. This is a franchise and I have no doubt that her excuses are not entirely truthful. 

  

  Business Response

  Date: 07/24/2024

  Dear Ms. ******

  We appreciate the opportunity to speak with you directly about your experience and we value the feedback you were able to provide. We offer an a la carte style pricing, and on our website it states "NOTE: Overnight is in addition to a day of daycare as they participate in open-play daycare during the day." As you used our services for one full day of daycare, one overnight, and one half day, that is what was charged. We hope we were able to clarify our pricing model and we are sorry that there was a misunderstanding. We wish you and your pup all the best. 

  Dogtopia of Navy Yard

  Customer Answer

  Date: 08/01/2024

  It is astonishing how clear the pricing schedule is now after I was charged. The lack of instructions - including being charged for a half day because I arrived at 10:30 - to the customer is a business failure. I reject this explanation in full and maintain my refund request for the half-day charge.

• Initial Complaint

  Date:05/01/2024

  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.

  I dropped my dog off on 4/26/2024. I picked him up today, 5/01/2024. I told *****, the receptionist, I was here to pick up my dog. I asked her how much the bill was and she said $556. I asked how and ****, the general manager aggressively stepped in and said this is part of a balance from last year that you need to pay. I told him I was unaware of an unpaid balance and will check my documentations when I get home and follow up tomorrow with payment if needed. He told me I needed to pay it right then or they would send it to collections. I told him again I will check my records before paying an unknown balance and that they can go ahead and charge me the $291 for the recent weekend stay. He then went to the back for a bit and came back with something written on a piece of notebook paper forcing me to sign. I was unable to read his hand writing and he would not read it to me when asked. He told me if I didn't sign, he would not give me my dog back. I said "so you are just going to hold my dog hostage and not feed him" and **** responded with yes. Being that I was calm and **** was extremely rude and aggressive and agreed he was going to hold my dog hostage, I no longer felt safe, personally, or comfortable with dog being at this facility and asked **** over and over to please bring my dog as he had been trying to go back and forth with me for way too long. I constantly tried to explain to **** that I have no issue paying the payment if needed, I just simply wanted to go home to check my own records. **** remained aggressive the entire time. It is outrageous that a person who threatened to hold your dog hostage, not feed him, and keep him in a cage is capable of being around peoples loved animals. I will never waste a dime with Dogtopia ******** again and hate that I had to spend money there this time after being treated so rudely over an unknown invoice. To my knowledge, **** would not have been able to have been dropped off for boarding with an unpaid balance.

  

  Business Response

  Date: 05/09/2024

  Dear ********,
  
  Thank you for reaching out to us with your concerns regarding your dogs recent boarding stay at Dogtopia of ********. We take your feedback and experience very seriously and want to make sure we are living up to the highest standards.
  
  It's important for us to clarify that we made multiple attempts to inform you of the outstanding balance prior to your dog's pick-up date. We understand that despite our efforts, this message may not have been effectively conveyed, and for that, we are truly sorry.
  
  Additionally, we want to acknowledge our previous attempts to collect the balance owed immediately following your previous boarding stays. Our team reached out to you on several occasions, and our owner even provided an extension period, allowing an extra week to settle the outstanding amount which we asked for a signed agreement. We are very appreciative your willingness to bring your account to a zero balance a few days ago, and thankful we had the opportunity to care for your sweet pup.
  
  We acknowledge that our response to your inquiry about the consequences of not paying the previous balance fell short of the high standards of customer service we strive to uphold. We deeply regret any discomfort or confusion this may have caused you. Rest assured, we will be addressing this matter internally and implementing corrective measures to ensure it does not happen again.
  
  Your feedback is invaluable to us, and we are committed to making necessary improvements to enhance your experience with us. We genuinely appreciate your patience and understanding as we work to rectify this situation.
  
  If you have any further concerns or questions, please don't hesitate to reach out to Dogtopia of ******** directly. We value your continued support and hope to have the opportunity to serve you better in the future.
  
  Warm regards,
  
  Dogtopia ********