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:27/01/2023

  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 puppy of 4 months old sustained a serious injury at dogtopia kitchener on Jan 18, 2023. He spent 2 days in the icu, broke his bag leg. They at first refused to show me the footage but later did after some persistence. The set up of the daycare is not safe for little dogs. He have to get 2 surgeries, no weight baring for 6 weeks the least. I am forced to take 8 weeks off work to care for him.
  Thus far, dogtopia have not responded back to my email. Assume no accountability and any compensation. The vet bill alone for the icu is $8000, not to mentioned my emergency vet bill was almost $1600 and my 8 weeks time off from the ICU as a nurse. I was also over charged in the month of december, was charged over $400 when my puppy only went in for 1 day in december for a total of 6 hours. I was never refunded for any of the other portion.

  Business Response

  Date: 06/02/2023

  Dogtopia Kitchener is a family-owned business and part of a franchise in North America with over 200 locations. It was founded in 2002 and we are committed to safety. Our team of veterinarian, environmental biologist and dog behaviourist created all the playroom policies and procedures which were followed by my team. 
  
  Regarding the payments, the pet parent signed a Dogtopia Enrolment Agreement on Nov 28 and chose the Unlimited Enrolment option for $159 + taxes/week , which allows the dog to attend daycare any day that we operate in each week.  The dog attended daycare on Dec. 3, and then stopped coming without any notice. The recurring weekly billing started Sunday, Dec 11th.  
  
  After 3 billing cycles, the pet parent contacted Dogtopia and said that she would like to bring the dog to daycare in the New Year, starting Jan 7th. We offered to pause the enrolment, and also offered her 3 weeks of credit in lieu. She accepted and brought the dog for daycare again, starting Jan 7. Since this incident happened on Jan18th, we are willing to refund the enrolment payment of $159 + taxes for the third week that the puppy could not attend. Additionally, we have offered to take care of the puppy at Dogtopia for 8 weeks, at no charge, while it is recovering from surgery. 
  
  As part of our transparent philosophy, we showed the pet parent the video playback which confirms no one other than the puppy caused this injury as puppies can be hyper and clumsy. 

  We are saddened that the puppy and the pet parent are going through this difficult situation but as their medical documentation states this injury was a result of a fall/jump. It was an accident and the puppy clearly did this to himself.
  

  
  

  Customer Answer

  Date: 21/02/2023

  I am not satisfied with this matter and do not wish to close this case. The response for Dogtopia is ridiculous. My puppy injured himself severely under their supervision, the design of the room is not meant for small dogs/puppies. My dog like other dogs love to look out the window and this he attempted to do so. The set up of the window is too high and only for big dogs.
  In regards to the partial refund, I did not receive any refund. I am not even selling wage loss after my puppy but to compensate for his vet bill.
  

  Business Response

  Date: 22/02/2023

  Please check your credit card as we have credited your credit card on file with $159 + taxes for the week that your dog could not attend due to his injury.

  Customer Answer

  Date: 26/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  No compensation was made for ****’s veterinary bill in any matter. I am not even seeking lost in wage.
  
  Sincerely,
  
  
  
  **** **