Business ProfileforDogtopia of Lionhead

Do not take your dog to Dogtopia Lionhead! Here are the reasons why.

My dog contracted kennel cough from this location, TWICE. The first time was when I took my dog for her first daycare session on Thursday September 02nd, 2021. The staff were friendly and very welcoming to her. My dog seemed to enjoy herself so much that I scheduled another daycare session for the following Thursday. However, by Sunday September 05th, my dog was coughing and hacking. I thought she had swallowed something and was trying to clear her throat. The coughing was sporadic and she wasn't doing it consistently throughout the day. Since this was the Labour Day weekend and my dog was continuing to cough, I took her to the vet Tuesday morning. Unfortunately, she was diagnosed with kennel cough. This came as quite a surprise as Dogtopia insists on having current vaccine certificates for rabies and Bordetella also known as kennel cough.

I contacted Dogtopia and advised them of what had happened to my dog. They said that they would contact all the "pet parents" to advise them to ensure none of the other dogs from that day had kennel cough. I was told I would receive a phone call within a few days to see how my dog was doing. I didn't receive any call from them inquiring about my dog.

I waited until the following month on Thursday October 14th to send my dog back. Once again, everyone was very welcoming, and I was sure the kennel cough was all behind us. Nevertheless, two days after my dog's return home, she started coughing and hacking again. I booked another trip to the vet, paid for more medication and had to take time off work, again.

I called Dogtopia to advise them that my dog had contracted kennel cough again. I was told that vet's do not advise that there is a 6-month booster that can be given to my dog. Also, Dogtopia said it might be possible that an animal with kennel cough had walked through my backyard and that my dog had sniffed where this animal had walked which is how she got sick. I was then told by Dogtopia, "Let me guess, the vet blamed us?"

My dog had not been anywhere else on either occasion in the days between going to Dogtopia and contracting kennel cough. Where else could she have gotten it from?

I informed Dogtopia that I did not feel comfortable nor safe in bringing my dog back. And then when I asked for my money back for 10 prepaid sessions, the woman's tone and attitude on the phone turned cold and unhelpful. I was told that their system didn't allow for refunds. She said something about the computer couldn't process credits. I asked if she was the most senior person at the location and I was informed yes. I then asked for the franchisees contact information and was told they couldn't give that information out. I was also advised that the franchisee would tell me the same thing about the credit not being able to be processed. I asked if my contact information could be given to the franchisee and I was told no. I politely said thank you and hung up the phone.

I have one year to use the 10-day sessions but I do not want to risk sending my dog back. Even going back in six months from now I would really worry about having to put her through possible coughing fits again. Plus the cost of going to the vet, medication, loss of time at work and my own time invested in this nightmare.

In the meantime, I have found the franchisees contact information on ********* and am waiting for her to connect with me.