Complaints

This profile includes complaints for Pet Paradise's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pet Paradise has 19 locations, listed below.

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  Pet Paradise

  1551 Atlantic Blvd Ste 200 Jacksonville, FL 32207-3368

• 

  Pet Paradise-Tallahassee

  2900 Commonwealth Blvd Tallahassee, FL 32303

• 

  Pet Paradise-Pecan Park

  23 Enterprise Dr Bunnell, FL 32110

• 

  Pet Paradise-Hilton Head

  1551 Atlantic Blvd Ste 200 Jacksonville, FL 32207

• 

  Pet Paradise-Hilton Head

  139 Okatie Center Boulevard North Okatie, SC 29909

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.

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have fraudulently charges on my bank account from pet paradise in the amount of $76.49. I dont have a pet. Ive notified my bank and will fill out fraudulent charge paperwork.

  Business Response

  Date: 03/12/2025

  Good Afternoon,

  I have received this owner's concern. What we would need from her would be a picture of her bank statement reflecting the charge, the last 4 digits of her card and the transaction date. I can then partner with our accounting team and find out where this charge is coming from or if it's from our company.

  Thank you

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

  V.P of Operations

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 dog came home with an eye injury after being boarded at this facility. This facility refuses to take responsibility for the injury and blamed my dog calling her aggressive when the report card they sent her home with called her a sweet girl. I would like this facility to pay for her vet bill resulting from this eye injury that occurred under their care and/or issue a full refund for her stay

  Business Response

  Date: 06/21/2024

  On 6/19/24,  ****** called the *********************** resort with concern about her dogs eye.  Since the dog did not play with other dogs,nor was a bath requested, there was no reason to know what may have irritated the eye.  The eye was not noticed during examination because the dog did not allow staff members to handle her.   

  During the call with ******, the manager explained to her that we could not pre-pay for the vet visit, but if the vet finds that the injury was caused by the resort that we could move forward with a reimbursement request.  As of 6/21/24 we have not yet received any medical notes from the vet office or any invoice to begin the reimbursement. 

  Due to the inconvenience of the customer, we have refunded the boarding stay amount.  

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 lab ****** stayed 2 nights and I paid extra for him to play with the other dogs during the day of his stay- I got an unexpected call that our dog, ******, had red paw pads and they just wanted to let us know- I thanked them for the update over the phone and the next day I picked him up after canceling his play for the last day- and he can barely walk (glad I saved myself money when he can’t even jump in my car seat)- he has large blisters on his paw pads to where the black of his paw is circled off in a red inflamed area. I can tell he is uncomfortable and hurting due to he is limping. I’m not angry- I’m disappointed that the situation was brushed to be much smaller that it actually is;, I think the staff needs to be more aware of the heat for the dogs staying all day. It would’ve been nice to have received a discount or free play day for my poor baby- a manger should have came and addressed the situation when I picked him up instead of handing over my pitiful limping dog; I’ll apply some ointment on his blisters and cross my fingers it heals quickly. Two stars for the nice amenities for the dogs. Displeased customer- ******** ***** dog: ******

  Business Response

  Date: 06/03/2024

  ****** boarded with Pet Paradise 5/23 - 5/26 . On 5/24 ****** showed signs of discomfort from his paws. Our management team called his owner and completed a health write up in regards to pink and irritated paw pads. Paw pad irritation can result from many factors such as irritation from playing on the astro turf, allergies, heat etc. Owner was made aware of this irritation and his extra playtime services were removed. We limited ******' playtime over the next 2 days, but his paws became more inflamed. Owner was called back for our standard calls after checkout to ensure a satisfied experience, and she made us aware that ******' paws have became worse and very red. Our resort manager offered for ****** to come back to the resort for a vet exam but owner declined. We are unable to prevent irritation to paw pads. Every guest has a different sensitivity, so once we know a pet is more sensitive we can make more accommodations like limited playtime, no turf playtime, medication checks for paw pads 2x daily, and applying paw wax during their stay with us. At this point, the vet exam offer still stands if the owner would like to have ****** seen. 

   

  Customer Answer

  Date: 06/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Customer Answer

  Date: 06/03/2024

  Pet Paradise called me after ****** had inflamed blistered paws, they did not advise me of the severity of his paws- when I picked ****** up the next day, he could hardly walk to my car. His speed was non existent and he limped with every step; my dog couldn’t even get in my Audi A4 (a low car). I am the one who cancelled his last play day- the facility did not even recommend this, given his condition. I’m very upset that they gave my dog back to me like this- he was in serious pain. He’s stayed at many dog places over night and has never been picked up limping with blistered paws. The Pet Paradise called me after I posted a ****** review and admitted that they need to alert their team to spray the turf more frequently- and then offered me to drive all the way there so their vet could examine ******’s paws but I would have to pay for any medicine advised. Ridiculous offer. They offered me no refund, or discount- this is something I could sue over given the photos I’ve taken of his paws. 

  Customer Answer

  Date: 06/12/2024

  Pet Paradise reached out to me today and they have refunded me for my dog ****** stay (as he came back home with burnt paw pads). I accept their efforts in rectifying the situation. I am sad my dog had to go through that experience as it was supposed to be a fun time for him, but mistakes happen; I hope the company can learn significantly and express the importance of spraying down the turf to all the staff, especially in these hot summer months with the high temperatures- the dogs there during the daytime need to be monitored more frequently so something like this can be avoided. 
  

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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’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.

  Customer Answer

  Date: 02/01/2024

  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.

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have boarded dogs in the past with Pet Paradise in Saint Augustine, Florida. I was in Florida from October 6, 2023 through October 10, 2023. I reached out to the reservation line to board my eight month old Bernese mountain dog and they scheduled it for the Pet Paradise location at the World Golf Village facility as opposed to my normal location. I booked an indoor/outdoor suite as my dog is not spayed to date. I assumed she would be able to go in and out to potty. I received a call on Sunday, October 8, 2023 asking whether or not I wanted her to receive a bath and I said no because that is traumatizing to my dog. I do it at home. When I picked her up she reeked of urine and she appeared to have been shaved or buzzed on her one side. As a Bernese mountain dog, she has a long wavy coat and it definitely was cut. I am assuming she had an accident and they cut her hair versus telling me about it. When I picked her up, she ran straight outside and peed and pooped, which tells me she was holding it. I would like to know why the dogs do not have access to an outdoor potty area at all times when you are paying for an indoor/outdoor suite. It is apparent through all the reviews and other complaints that dogs are not getting bathroom breaks frequently enough, which that can cause infections and skin breakdown. When I brought this to the attention of the managers, who seemed very young and inexperienced, no solution was offered other than a bath, which I explained cannot occur and cause further trauma to my dog. They offered perfume for the dog or waterless shampoo. I would like a refund of some nature and contacted by upper management or corporate as this is unacceptable to only my dog but others based on complaints and reviews. They are jeopardizing the health and safety of these animals.

  Business Response

  Date: 10/23/2023

  The owner of ****** was offered a complimentary bath due to her odor, but was denied due to her being traumatized by baths. Outside of waterless shampoo and perfume, the only solution to clean ****** was a bath. The offer for the complimentary bath still stands on her account and was the solution to this concern. Our indoor/outdoor suites contain a patio for pets to use the bathroom as well as stimulation to see other pets play in the play yards. Due to the patios being outside, they must be closed during high temperatures for pet safety. The indoor portion of their room has a doggy door, when that door is open during high heat temperatures it brings in heat into the indoor building where the pets are boarding causing the interior suites to heat. The patio suites are opened all day during business hours, as long as the temperatures outside are under 80-85 degrees for the all of our guest's safety. These patios are opened frequently for potty breaks, as well as the guests going out to a play yard for their included playtimes. ****** had access to this patio throughout the day to use the bathroom, as well as during her monitored play times in a outdoor play yard twice daily. ****** was picked up at 8:45am and was enclosed in her suite for an hour rest time after her breakfast is served. This policy is in place to avoid overstimulation after eating, primarily to avoid GVD (Bloat) disorder in dogs. This could have been why ****** needed to use the restroom when her owner picked up since she did not have access to her patio during her indoor only feeding break.

  In regards to shaving ******, this is absolutely impossible, as she did not have any grooming services. No one in the building is authorized to receive any haircuts unless scheduled by the owner with a groomer. The staff members do not have access to any grooming tools either. The resort manager looked over ****** after this was brought to her attention, and the hair length on each side of ****** was indeed the same, and it was discussed that if ****** was laying on that side it could have looked flattened, but assured there was no hair shaved from ******. A request to speak with corporate or myself was not requested when ******'s owner discussed concerns with the Resort Manager. We do however understand the frustrations of receiving your pet with an odor, and would like still honor the solution for a complimentary bath, however we can not offer compensation for a haircut we never completed as well as our safety policies for ****** with being inside during high heat temperatures and feeding breaks.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have 3 dogs that had a recent stay at the ************ ** Pet Paradise location. This is their second stay at this location. My dogs names are ***** ***** *** *****. Their most recent stay was Saturday May 6th until this morning Monday May 8th. During their first stay at this location, I was unable to be reached by phone or text being that I was on a cruise and unable to be reached for questions about my dogs. Unfortunately, during their first stay all 3 dogs were in desperate need of baths being that they were in their suites and had potty accidents. The staff was unable to reach me and when I picked them up they were saturated in urine and feces. When I dropped all 3 dogs off on Saturday May 6th, I gave specific instructions to be contacted if the same situation occurred and if so; yes bath them because I didn't want them saturated to their skin with their own waste. Upon picking them up this morning at 8:40 am, I am picking up all three dogs and they are once again saturated in urine and all three have paws caked in their feces. Their appearance and dismissive unaccountable behavior of facility staff give me the idea that they were not attended to properly at all. When I asked why my dogs were soaked at 8:40 am I was told by one attendant, "I don't know. I just got here." and was told by another "sometimes they play in their water bowls". They were saturated in URINE not water from a water bowl. Needless to say I am beyond dissatisfied and disappointed. When any establishment that is being considered a caretaker of ones loved ones or pets, they go above and beyond. They treat their clients and the ones they entrusted to them as they would their own loved ones or how they themselves would expect to be treated. That was not the case here and will inform others. I am NOT a happy pet parent.--

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Seeking a full refund of 945.00 i paid for my dog to get well from getting I’ll at the facility after a 6 days boarding stay and seeking refund of 300.00 for wellness Plan I enter into and seeking a cancellation of remaining wellness plan with no more doing business with this establishment. Seeking the ******* to open an investigation about the facility sanitation and risk exposure to people and animals getting extremely ill.

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Our dog was boarded on 3/11-3/16. We asked for an indoor outdoor suite with extra play time and received confirmation email that this was booked on 3/5. Sunday while he was there we received a call that he had trouble in the bed he was in and needed a more simple room even though he was vip. We never requested vip and had no idea what it was. When she said it we assumed because he was scheduled to get extra play time and an indoor outdoor room. They are saying we requested vip and they changed the agreement on Sunday too vip which we never asked for and we were not looking for it at all, we were I ******* at theme and arks for our kids, they said it was our error they moved him to vip without asking us about cost or letting us know they did it. We are requesting the remaining invoice to be removed outside of what we agreed to pay.

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  12/29/22 I and my partner came in (to the Bartram Location) to pick up ***** from a dental. We changed card types on our payment plan and were told we only owned 66. I have a duplicate charge on my account for the same price, so two charges of 66 rather than one. I was charged twice for 66 dollars and I would like a refund. Thank you.

  Business Response

  Date: 01/03/2023

  We received the complaint and understand you're requesting a refund. I have connected with our Regional Vet Manager and she verified that the refund has been completed. You should see it reflect on your side with-in a few days depending on your bank. 

   

  Thank you

  Customer Answer

  Date: 01/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, as of this morning I now have another transaction of 66 dollars pending in my account from Pet Paradise. We have contacted the clinic and sent email but have not heard any future communication. 

  Regards,

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

   

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Went on vacation and decided to give Pet Paradise in Peachtree City, Ga a try based on a recommendation from the Pet Paradise College Park. My dog ******* at the time was 1. We hit him a room that would isolate him a bit, because it was very noise with all the dogs barking when we visit. There was video camera access so we were able to see what he was doing from time to time. First red flag..he was suppose to be taken out by a staff member from time to time for free play etc. we notice almost two days, and outside of a staff member coming into close the door, feed him, etc. he was not taken out. So on video camera all we got to see was him looking lonely and sleeping all day. He occasionally had access where he could leave out through a doggy door, but that was closed off at night. We paid for several things that were nit given. He was suppose to get a bath before we arrived. I was told that they didn’t have the time. Right before we kicked him he bruised his nose for whatever reason, and no one on the staff knew what happen. Wasn’t in a fight..but I’m being told whatever happen just happened a few minutes before I pulled up. When I pulled up no one started the conversation with “*** ***** something happen to your baby and we are trying to figure out what happen, give us a few minutes and we will bring him out” they brought ******* out didn’t say a word about his nose being red and raw. I had to say….”wait a minute, what the hell happen to his nose” somebody needs to tell me what happen. I got a bunch of excuses from the staff as well as the manger about not knowing what went on, and whatever that went on he did it! No one offered, or accepted responsibility, it was all we don’t know. They claim that they looked at cameras and couldnt see what could have happened. So here is my two cents, I would never take him back to face this type of cruelty again. For what we paid, I expected the manager to step up and say, because of these circumstances we will refund your mone

  Business Response

  Date: 01/17/2023

  Attached is the email correspondence between myself and Brian Paige back in June of 2022. 

   

  Hi Brian,

   

  Thank you for reaching out. I apologize for the delay in response I was going through the camera footage to see what happened. The scrape on Muttley's nose occurred on Monday morning between 6:41am and 6:47am. I looked at the camera footage and at 6:41 and prior to that there was no scratch on Muttley's nose. At 6:41 he went out on his patio for about 6 minutes and when he came back in the scrape was on his nose. The scrape likely occurred from jumping and rubbing his nose on the kennel door to his patio. Unfortunatelyy, there isn't a camera on the patio. I have attached a screen shot of his nose at 6:40 and before then. As well as when he came back into his room with the scratch. The next time someone went into his room was an hour later when he was going home. We take the safety and well being of our guest very importantly and completely understand your concern. I also talked with our bather on Sunday and they confirmed that they did give him a bath Sunday night they just forgot to enter it in the computer. 

   

  Please let me know if you have any questions or if I can answer any other questions,