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Business Profile

Pet Boarding

Pet Paradise

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Pet Paradise has 20 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint type

    • Initial Complaint

      Date:06/18/2025

      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.
      Pet Paradise in Pooler Ga. is where I boarded my dog overnight on 6/14/25 to 6/15/25. My dog was locked away and not taken out to relieve himself for 12hours, and all food that I packed and was prepared for my dogs meals were given back to me where never given to him. My dog received emotional distress from this happening and was totally neglected. I took pictures of his food returned to me. I contacted the facility several times to check on my dog in which they promised to give me updates and photos of his progress. I checked in with ****** and made the complaint to ****** and checked out with ****** in which all are aware of my instructions and expectations of caring for my dog. I have emailed the facility to provide me in writing the reasoning for the lack of basic care that my dog was not provided as well with of who was responsible for his care to give a description of the events that took place. I even questioned ****** if the facility may had been overbooked to give an opportunity that things can happen and she stated absolutely not that there was not even a hundred dogs there was her response. I ordered extra time for my dog to have outdoor experiences and followed with money was no object as long as my dog was taken care of. Upon check out my dog was visibly stressed, overly hungry, and took two steps out of the building to relieve himself from holding it all night. I am beyond heart broken that I put my animal into the hands of a facility like this and I want to make sure this never happens to another animal that visits their facility. My dog after being home has stopped eating, is withdrawn, and afraid to leave my side.

      Business Response

      Date: 06/24/2025

      *** *****,  
      As pet parents ourselves, the care of every pet in our resort is not only a professional passion but also a personal one.

      Your dog, *** *****, arrived mid-day Saturday for his stay. Reviewing our records, our team fed him dinner and left the food in his suite overnight. Your direction to our team noted that *** ***** could be a picky eater at times, and we left the food in his suite with him for that reason. In the morning, we fed him breakfast, which he did not eat.

      It is common for dogs to be uncomfortable in a new environment, including a boarding facility where the smells and sounds are very different from other familiar places. It can take a few visits for some dogs to feel comfortable.

      Because *** ***** is not neutered, he cannot play with other guests, but he had time with our human staff. *** ***** also was in a Patio Suite, which includes an outdoor patio that can be used as an outside space to potty. 

      During *** *****’s stay, you should have received a text with photos. We recognize that the photos were not sent, and we apologize for not fulfilling that commitment to you.

      Regarding an independent inspection, based on the complaint you filed with the Georgia Department of Agriculture, our resort was visited by an inspector on June 18. The inspector found no violations.

      We assure you that *** ***** received attention, care, and appropriate meals during this stay with us. 

      Customer Answer

      Date: 06/26/2025



      [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: I have attached the image of ***'s food returned to me as you can clearly see they never offered to him as I explained he would not eat just kibble. They pulled the meat from the refrigerator which ****** gave back to me as I asked for the container so they never even gave to him along with the other food had never even been taken out of ***'s overnight bag to give to him. He did not have access to outdoor because as I picked him up he immediately relieved himself from holding it. The company never provide pictures or progress to prove anything as they are stating. I have requested with a formal email and they have chosen to still not provide. I ordered time out of the kennel and they stated he would get even though he was not neutered but that turned out as you can see from their response of making that an issue after the fact. I submitted all of his medical and demographics days before his visit which should have been shared with me that him being in tact would keep him from activities. This facility completely failed to aide the needs of my dog and the request I asked of them. Please ask them to send the photos they claim to have to show proof of their claim that he had food and time out with staff.


      Regards,


      ***** *****






    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair 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.
      My husband and I boarded our two French bulldogs, ***** and ******* at Pet Paradise in ***** during Memorial Day Weekend. We received a call on Sunday of that weekend letting us know that ****** had overheated and was taken to ********************** Emergency location in *****. Medical records show she was dehydrated and her body temp was 104 when she arrived. UF docs cooled her down and performed an emergency (and temporary) procedure to open her airway. The charge for the ** visit and overnight stay in the hospital was $1,915, which we paid. We were instructed by ** to take ****** to our vet who referred us to a surgeon with whom we met yesterday. The estimate for the necessary surgery is $4,500-$5,000. Pet Paradise claims ****** was only outside for a few minutes prior to showing signs of distress so they are not responsible for this incident. A dog doesnt get to the point of vomiting, dehydration and a 104 temp in a few minutes. Complete negligence is how that happens.

      Business Response

      Date: 06/11/2025

      Ms. ************************* of the team at Pet Paradise are pet parents ourselves; we understand how upsetting and stressful it is when your pet has a medical emergency. We are deeply sorry this experience has been a stressful one for you and ******. 
      Our team shared with you, via phone and email, that both ****** and ***** were supervised by our staff during their Memorial Day weekend stay. It was not until Sunday that ****** showed signs of distress and when she did, our team took immediate action to transport her to UF Pet Emergency Treatment Services. 
      Based on the video footage of the play area on Sunday, ****** was outdoors for periods of 1 - 3 minutes and one span of 5 consecutive minutes. Each one of her visits outdoors was followed by time indoors, during which we can see her drinking water, resting, or walking in the Tiny Town play area. 
      You requested to view the video footage, and we replied on June 2, inviting you to stop by the resort to view the footage at your convenience. That offer still stands. In fact, we encourage you to view the footage so you can see ******s behavior and time spent outdoors immediately before she vomited, which alerted our team of her need for medical attention. 
      As the medical report summarized, ****** is a brachycephalic breed, and the episode that occurred in our resort revealed ****** has BOAS (brachycephalic obstructive airway syndrome), a genetic condition. 
      While our team followed current procedures for caring for brachycephalic dogs, including limiting outdoor time and playing during cooler times of the day, we are actively completing a revised set of procedures for our teams that will further limit the outdoor exposure for brachycephalic dogs. 
      Many brachycephalic dogs have remained happy and healthy under our original processes, but we agree that additional processes at both check-in and during a pets stay can provide further opportunities to manage the resort experience for brachycephalic dogs. 

    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 took my dog for daycare but after 15 visits they started saying my dog was unruly by trying to get out of the chain link gate, it was poorly constructed and not dog proof for a good size dog and only able to contain a very small dog, they just stood by and let my dog do the so called damages without intervening. they said he would just be able to stay in his cell block and not play with others but if I wanted to pay extra he could have their one on one service in another very small and tight fenced area for play. this place is not suitable for any kind of animal they are not able to run it like it should with the dog owner in mind it all about the ***********

      Business Response

      Date: 05/22/2025

      Mr. **************************** year, our Chattanooga team cared for more than ***** dogs and cats. We are proud of the team of pet professionals who deeply care for the pets within our resort. 
      We also stand by the construction, safety, and the policies we have in place and believe our practices and facilities set the standard for the pet care industry. 
      Our top priority is always to ensure the safety of pets and people. 
      You have expressed to multiple members of our Chattanooga team that you do not feel our resort is appropriately constructed for a dog such as yours. We agree. For this reason, we repeatedly recommended you explore other day camp options for your pet, as we do not feel our facility and our style of dog playtime are the appropriate fit for your pets specific needs. 
      As we explained via several phone calls, we understand you disagree with how our resort was constructed and the approach we use for conducting playtimes with other dogs. We understand you feel playgroups should be managed differently and that playing one-on-one with a staff member is not an acceptable solution. 
      Our team has provided you with video footage, photographs, and multiple conversations to help express our perspective that we are not the right fit for your pets needs. You have responded with strong words and intimidating phone calls to our business, which we cannot accept. 
      Based on your complaint, youve requested no further contact from Pet Paradise. To honor this request, we will remove you from any email list or other communications. 

      Customer Answer

      Date: 05/22/2025

      [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 ********, and find that this resolution is satisfactory to me. 

      Regards,

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

      my dog has also contracted fleas from a facility that obviously does not do any treating in the building to keep a pet from being a victim of infestation.

    • Initial Complaint

      Date:03/12/2025

      Type:Billing 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 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:02/18/2025

      Type:Service or Repair 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.
      Boarded two healthy, fully vaccinated dogs from 12/25/24 to 12/30/24 with Pet Paradise, St Augustine. ********** presented with severe coughing fits morning of 12/31 approx. 15 hours after we picked him up. Was given a chest X-Ray and diagnosed with upper respiratory infection and prescribed Hydrocodone (1/4 to 1/2 tablet every 8-12 hrs; 15 tablets; Enrofloxacin (22.7 mg/ 2 X day for 14 days); and Doxycycline (10 tablets--give 1/2 tablet every 12 hours). When his coughing did not improve, ********** was additionally prescribed (on 1/3/25) Clavamox 125 mg chews (1.5 twice daily; 42 tablets; 1 1/2 tablets every twelve hours for 14 days) and Prednisolone (13 5 mg tablets initial dose 1/2 tab every 12 hours for 7 days; 1/2 tablet every 24 hours for 7 days; 1/2 tablet every other day until finished). ***** presented with wheezing and coughing a days after ********** and was diagnosed with pneumonia/lung infection following chest X-Ray (Radiograph study) and bloodwork. He was prescribed Clavamox (125 mg chews; 1 1/2 tablet with food every 12 hours for 14 days), Enrofloxacin (68 mg tablets), and Benedryl (OTC) . **********, the sicker of the two dogs, was on multiple medications from 1/2 until 1/28. Both dogs were seen on Tuesday, February 11 per vet's instructions to make sure infections had cleared.
      Pet Paradise Manager ***** ********** refunded $200 and told my husband and me he had been authorized to refund remaining $420.00. We did not receive this money. ***** *********, Pet Paradise Regional Manager, says that the kennel is not responsible our dogs' illnesses because my husband signed a waiver; however, Manager ***** ********** told my husband and me that adequate "chemicals" were not used, and that he would make sure more chemicals were used in the future. Our healthy dogs became ill and we incurred significant expenses, heartache, and lost time because Pet Paradise St Augustine did not follow best practices.

      Business Response

      Date: 02/19/2025

      My name is ***** ********* and I am the Regional Manager over our Saint Augustine Pet Paradise location. This complaint was brought to my attention by our V.P of Operations. We have both reviewed this case and I have personally spoken to the owner. When speaking to the owner she requested a full reimbursement of her boarding visit along with medical expenses. I explained to Mrs. *****, that while I understand her frustration and the expenses that went along with this that she assumes the risk of her dogs contracting illnesses, such as kennel cough, while in a boarding, dog park or any dog friendly environment. Because I wanted to maintain our relationship, I offered to provide Mrs. ***** with a partial refund of her boarding stay totaling $200. At this point we are unable to refund anything further as per our contract, she assumed the risks of a boarding environment. I thoroughly reviewed our cleaning procedures with her so she could feel confident in the cleanliness of our resort. Since I have recently spoken to her, I am happy to hear both of her dogs have recovered and are doing well. I would like to offer each dog three days of complimentary daycamp if she is open to accepting this offer. Thank you. 

      Customer Answer

      Date: 02/19/2025



      [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 for the following reasons:

      -Pet Paradise is not refunding the balance of the fees we paid to board our dogs for five days, as was told to us in a recorded conversation with ***** **********, acting Manager of Pet Paradise, St Augustine

      -Pet Paradise is not reimbursing us for vet bills, medication, diagnostics, and other expenses we incurred directly as a result of poor kennel management practices, include lack of "chemicals" as stated during multiple recorded conversations by ***** **********, acting Manager of Pet Paradise, St Augustine. 

      -A customer signing a waiver does not allow a business to engage in unsafe and negligent practices. 

      Regards,


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






      Business Response

      Date: 02/20/2025

      I, ***** ********** refunded the amount of $200 towards Mrs. ***** total invoice from her dogs boarding stay out of good faith for the inconvenience of her pets getting ill. Regarding the inquiry about the lack of chemicals, I communicated to Mrs. ***** it was not a lack of chemicals, it was in the context of using additional cleaning chemicals, in response to illness in addition to our daily cleaning protocols. We take every precaution to ensure the cleanliness and safety of our environment, which includes daily cleaning procedures. Although Pet Paradise requires every dog to have the Bordetella vaccine to utilize any of our services, kennel cough is airborne and some dogs are asymptomatic. 

    • Initial Complaint

      Date:06/21/2024

      Type:Product 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.
      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:
      Resolved
      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:
      Unanswered
      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:
      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 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:
      Unanswered
      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.--

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