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Business Profile

Dog Daycare

Dogtopia of North Raleigh

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dog Daycare.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/11/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 11/27/23, Dogtopia charged me $150 for a week of doggy daycare despite being advised that the dog had become ill at the facility with a respiratory infection and then pneumonia. Under their own policy, dog owners will not be charged for services if the dog is not medically cleared to attend the facility. I have attempted to get this charge refunded for more than 2 weeks now, getting a different answer each time (including 'the refund has been issued, it's just not showing up on your account' to 'you can't get a refund'). I've left several more calls with the business and they are not responding.

    Business Response

    Date: 12/19/2023

    Dear *******************,

    We sincerely apologize for the distress and inconvenience caused to you, your parents, and especially to ****. Your experience does not reflect the high standards we strive to maintain at our Dogtopia of North Raleigh center.

    We have processed a full refund of the $150 enrollment fee for the week in question as well as the cost of the diagnostic test. We understand that this does not fully compensate for the frustration incurred, but we hope it is a step in the right direction.

    Our team has made several attempts to reach out to you to extend our personal apologies and to discuss this matter further. We are committed to ensuring the health and well-being of all the dogs in our care and we would like to assure you that we take these matters very seriously. Additionally, we are reviewing our customer service training to ensure better communication with our parents.

    We have been in communication with your parents, *************************** and *********************************, to discuss this matter and are happy to know that **** is doing well.  We are delighted to have her back in our playroom!  
    Once again, we apologize for the inconvenience and distress caused. We value you and your parents as part of our community and are happy for the opportunity to regain your trust.

  • Initial Complaint

    Date:08/03/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 two dogs were boarded here July 29-Aug 2. They knew about my concerns of my dog biting and pawing at the crate doors. She cut her paw on the door after a day of daycare here. They said they’d put her in another crate to better protect her from hurting herself so I felt ok with boarding her here. I came home to find she had a chunk of snout fur missing, cuts all over her nose that no one could tell me when it happened. They didn’t tell me at all that she was injured or distressed about being in the “other crate” no communication what so ever. I get home with her and do a full exam of her to find out that her tooth is now chipped and we need an emergency dental because of their negligence. I want my boarding fees ($620) and the emergency dental fees covered. They were completely not communicative of any behavior issues and not forthcoming with information at all.

    Customer Answer

    Date: 08/05/2022



    Complaint: ********



    I am rejecting this response because: their response is not about my dog at all. My dog’s name is ***** ****** and she was injured due to the negligence of one of the workers putting her in the wrong crate. I want my dog’s vet bills and boarding refunded.



    Sincerely,



    Jennifer Hustler

    Business Response

    Date: 08/12/2022

    Hello, we have left a few voicemails for you re your concerns.  Please let us know if there is a better time to reach you.  Apologies again for the incorrect reply previously.  We look forward to working through your concerns and hope to connect soon.

    Customer Answer

    Date: 08/12/2022



    Complaint: ********



    I am rejecting this response because: We have not received any voicemails regarding our dog. We have emailed the assistant manger ****** and haven’t gotten any responses from her either. Not sure what number you are calling to leave these voicemails on but it’s not mine. ************ is the correct phone number.



    Sincerely,



    ******** *******

    Business Response

    Date: 08/12/2022

    Our General Manager spoke with Ms. ******* today.  Next follow up scheduled for 8/18 post dentist visit.

    Customer Answer

    Date: 08/18/2022



    Complaint: ********



    I am rejecting this response because:

    Waiting on response from business about covering the medical cost for the dental repair for my dog *****. Invoices have been sent.



    Sincerely,



    ******** *******

Dogtopia of North Raleigh is NOT a BBB Accredited Business.

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