Business ProfileforPet Paradise Resort and Day Spa

I’m always anxious leaving our pets but I’ve always believed they would be safe. That is, until we got a call mid trip that Kiko, our 13 year old dog had an accident. The story we were told was that two dogs were playing and sandwiched Kiko breaking his ankle in two places. Kiko is an old dog. He doesn’t play at the kennel, he prefers to hang out with his handlers and he should not have been around two other dogs rough-housing. After monitoring Kiko they decided to take him to an emergency vet and his ankle is now broken in two places. They returned him to Pet Paradise. When we arrived to pick him up it was….here is your dog with a broken leg. They were very nonchalant and sent me without any medication, instructions, or discharge papers. I had to go back in and ask for them as well as when the Medicines were given. They told us the medicine was given at 7:30 am and that he was due again now so when we got home I gave him his medication. When my husband talked to the manager the next day she said it was given at 5 pm which means he was double dosed. I had to call the emergency vet to make sure he was ok. When talking to the regional manager ******* ********* She curtly replied “why should I have to pay you” and when first hearing about the incident told the Rio Rancho manager if I wanted to sue I would have to come to Florida. She never once asked how Kiko was doing or that she was sorry for the incident. I had never even talked about suing but I am guessing this is nothing new to them. Although the lower level managers agreed they should pay the bill and there are plenty of employees I’m sure love animals the farther you get up the chain the colder and more corporate and calculated they become. It is disturbing the lack of empathy this company shows its clients. I was also told Kiko’s medical bills would be given to the “director of operations” but when I have reached out to get an update on yes or a no, they have chosen to pretend it never happened.