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Business Profile

Dog Boarding

Dogtopia

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dog Boarding.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:06/23/2023

    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.
    I had an preliminary appointment of my pet with DogTopia location Latham, NY on June 21. On request we provided the pet records. I was told by my pet is not distemper vaccinationed. Where as the pet is vaccinated. This was incorrectly stated. I drove one way from Glenmont to Latham it involves 40 minutes drive one way. The reception person was not accommodative or flexible. She did not read the records correctly. The pet is vacinnatied and due for next vaccination in Nov 2023. The incident costed me half a day trip. I also reported the incident using DogTopia form. The same person called me and w/o listening to me, started discussion non stop telling me she is pet vet nurse for last 9 years, she has all qualifications to read pet records, and she will not see my pet, etc. etc. I think the customer care is poor at this location and someone in the organization needs to really help the reception person. I am also posting on social media. Thanks ******

    Business Response

    Date: 07/07/2023

    Unfortunately, our Staff member could not verify the necessary vaccines required for this person's dog to enter our facility. The individual lost his composure and began threatening my staff, stating that we needed to make an exception because he drove a long way and that if we did not make an exception, he was going to write the BBB to complain and then slander us on social media. We take safety very seriously and we have many loyal customers that are relying on us every day to do the right thing for the safety of their pets. I'm sorry, but a "professional" grown adult throwing a temper tantrum in my lobby threatening my young staff demanding we overlook vaccines, jeopardizing the safety of all other dogs and losing the trust of my loyal customers all because "he drove a long way." is completely unacceptable. This "Adult" should be completely ashamed of his actions and how he spoke to young girls doing their best. As the owner of this company with 100 + loyal customers relying on me and my staff to keep their pets as safe as possible, I'm completely fine with this complaint. In fact, I don't see it as a complaint at all and I actually highlight situations like this to my customers by assuring them that they can trust us, because even if bad people try to threaten us, we don't bend! thank you, Jason  

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