ComplaintsforDogtopia

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My puppy sustained serious injuries during a visit to Dogtopia on 9/3/24 that required emergency vet care. Dogtopia DIDNT notice anything happen, nor did they see his very pronounced limp. And then they implied that both myself and THE VET fabricated the extent of the injuries. The severe negligence (their cameras hardly ever work and have many blind spots) combined with their lack of accountability and even lack of empathy in my specific situation, show that management does not actually care about the dogs in their care. After just a couple weeks of sending my puppy to Dogtopia, he came home limping with an extremely swollen elbow and multiple, deep bite marks. We had to rush him to an emergency vet where he required sedation, X-rays, stitches, and two drains due to the severe injuries. The vet confirmed that the damage was substantial and could not have gone unnoticed by any aware individuals present. Given the size of the injury, the vet said likely a large dog had bit and shook him, causing deep pockets where infection would have built up if not immediately addressed. The vet bill came out to $2800.Despite this, the manager at Dogtopia claimed they reviewed the surveillance tapes and found nothing. He also went on to suggest that if the injuries were as severe as the vet reported, they would have noticed it. This dismissive response seemed to suggest that both the vet and I were fabricating the story. Additionally, the manager insisted they never saw any signs of limping or bites, even though I observed these issues within minutes of picking up my dog. The manager refused my $65 weekly membership however, I am looking for them to take accountability and help us with some of the vet bills. The lack of acknowledgment about this situation saddens me.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We boarded our dog ****** with Dogtopia 9.2-9.6.22 We paid $275 for her stay. When we picked her up of 09.06 we were told that she was "a little dirty" and that they were rinsing her off. So we waited around 20 minutes and when they brought her out she was wet. They couldn’t find her bed - so we waited some more and they found the bed. They couldn’t find her other belongings so we chose to just take her home and come back for those items the following day. Once we got her home, I noticed that she was bleeding from what appeared to be a puncture wound (see attached photos). It made us wonder if that was why they were rinsing her off before pickup. I sent pictures via text and heard back immediately from Krista who was very kind. She let me know that she would share this information with Jairo the manager. Jairo did call and he said that he was reviewing the video tapes to figure out what happened and how ****** ended up injured. I told him that I appreciated the call and hoped for some kind of response. That was Tuesday. On Wednesday we went back to get Gretel’s food container and her vitamins which they had to look for. They found them and then I asked Jairo to come see ****** in the car. My mom had her in her lap and Jairo looked at the wounds and reassured us that he was looking into things and would be in touch. I haven’t heard anything and am disappointed. It isn’t just that ****** was injured, but things seemed very disorganized when we showed up to pick her up and then the next day when I returned they had to go look for her vitamins. I wrote a letter on to corporate and received no response and there is no phone number that works at the corporate office and I have left messages at the Palm Harbor location that are not returned. So after spending almost $300 we are left with an injured and no answers - I do expect communication and honesty. It feels like someone tried to hide the fact that ****** was injured and bleeding. I want a refund.

  Customer response

  11/22/2022

  Hello there! 

  I have NOT heard anything from Dogtopia regarding my complaint. Thank you for all you are doing to help me with this matter.  Please let me know if I can be of further assistance in resolving this matter.

  Thank you again. 

  ** ********

*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. ↩