ComplaintsforDogtopia Of Plano

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted this company back in October of 2022 to confirm how many passes were available for my dog because there were 5 payments of $75 taken out of my account from August-October. I was informed that there were only 3 passes left on my account. That caught me by surprise because each payment of $75 equals 3 passes per week. I was THEN informed that the passes do not roll over or save to the account, once the week is over the passes are gone as well. I was very puzzled by this and clearly felt scammed because that was not told to me when I signed up for the passes. I was TOLD BY THE STAFF that the passes roll over each week which is why I signed up for the passes. The contract nor the employees stated that the passes did NOT roll over. I contacted management as instructed by the staff and she basically apologized for the miscommunication and stated that she would "correct any discrepancies in polices and procedures that they may have misunderstood". That should have been handled well before they allowed their staff to handle people's money and contracts. She did not offer at least a partial refund or allow my dog to come in and use the passes that were already paid for in advance. The owner was notified by my bank about this issue and still no one cared to reach out to compensate me. I seriously regret wasting my time and money with this company!

  Business response

  03/22/2023

  Business Response /* (1000, 7, 2023/03/13) */ Contact Name and Title: *** ***** Contact Phone: XXXXXXXXXX Contact Email: *************@dogtopia.com First of all we are very sorry that the customer did not completely understand the Enrollment Agreement and plan details. The purpose of the weekly enrollment program is to provide a discount (savings) for regular weekly attendance of your dog. It does not require a long-term commitment, but requires a two-week written notification to cancel. This agreement was signed by the customer and provided to the customer. We have put into place more training on what the program is "not" in addition to how the plan can benefit the customer. However, once notified we immediately cancelled the customer's enrollment plan and waived the two-week future requirement for $150 in charges because she was not happy with the plan features (no rollover days).

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