ComplaintsforPet Paradise

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 10 yr old healthy standard poodle **** to Pet Paradise in ****** ******* for 2 nights while we drove to **** **** ***** hospital to see my ** yr old mother that had fallen and broken her hip. This was our first time boarding at PP but we trusted that they would take good care of him and it was only for 2 days. We requested a VIP suite with access to outside and one on one care instead of being out with the other dogs. We watched him via the webcam and he seemed to be coping ok until around 7:00 when they closed the access to the outside. I saw him pacing & barking to be let out. He can not go from 7pm until 7am without going out. We tried to call but no answer. **** was stressed all night & no one came to check on him. He had diarrhea The next morning we got a call from PP to tell us that **** collapsed & couldn’t walk. We were shocked & devastated. The vet said it was bad & he could die. She quoted a price of $480 to treat him; we gave permission. We left the hospital & drove the 5 hours back. We arrived around 5:30 & weren’t allowed to see **** until around 7pm. We were told he was still receiving fluids. When they finally brought him out he could barely walk & he did not recognize or acknowledge us. He was obviously drugged. They gave us the vet bill which was now $1250.39! We paid it so they would let us take him but we DID NOT authorize that $ & have disputed it with visa. We tried to walk him out to the car but he collapsed again into rose bushes & could not get up! It took 4 people to pick him up (he’s 90 lbs) We took him to his vet the next morning. He still couldn’t walk- we used towels to lift him into the car. Late that night his breathing was shallow so we drove 45 minutes to Emergency. We agreed to pay PP the initial $ but to pay $1250 when a healthy dog walks into Pet Paradise & has to be carried out is not right! We also paid $180 for boarding & he didn’t get all of the services we paid for. Again- **** WALKED in and could NOT walk out

  Business response

  12/22/2022

  Good Afternoon,

   

  We received the complaint and have some further information. Speaking with *** *****, our Vet Regional and our vet team, we did receive verbal communication from the owner that they approved the medical invoice quote for ****. We are very sorry to hear the owner's frustration and understand they're upset regarding the amount the quote was, but this was communicated prior to **** receiving the medical care he needed. It's never easy to hear your pet is sick and we understand it can also be costly. **** presented with bloody diarrhea and had physical weakness. We immediately provided our vet team with a health write up and owner was involved immediately with what was going on by our vet team. Owner was provided an invoice quote which he approved and discharge instructions for **** upon departure. From our point of view, we provided medical care to **** and also involved the owner prior to conducting anything on ****. 

  I'm unsure what owner is requesting as far as reimbursement, etc. Please let me know if this resolves any questions owner may have. More than happy to further speak if needed.

  Thank you

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I boarded my animal here from July 9, 2022 until July 17, 2022. With an on site veterinarian, they should have no issues handling animal care. I paid $517 for my pet to stay during the dates above. I received one phone call from Pet Paradise on Friday, July 15, 2022 about discharge from my pet’s eyes. ********, with Pet Paradise, stated my pet had the discharge and the call was to inquire if the discharge was normal. ******** indicated my pet had spent some time in their chlorine pool and it could possibly be the cause. At no point during the call, did ******** advise of ANY other injuries or issues. I picked my pet up from the facility on July 17, 2022 around 2:15pm. He appeared very lethargic, and when we got in the car he also smelled strange. Part of the money I paid was for a bath service, including a nail trim and ear cleaning. Once we got home, I noticed my pet appeared to have bloody dried ear wax heavily inside both of his ears. I also noticed small cuts between his toes that he insistently licked. He is very skinny and dehydrated. Lastly, he appeared with a large and infected scrape across his underbelly, seeming to be days old. When I advised Pet Paradise, they offered nothing more than apologies, ways they would fix the situation in the future (offers of limiting pool time for the animal) and for the animal to be taken to MY local veterinarian (an additional bill on MY dime) for resolution. My pet was unfortunately received back in extremely poor condition considering how he was dropped off, from a facility that prides themselves in caring for animals as their own with an on-site veterinary facility and the ability to call owners and explain situations as they arise with animals in their care.

  Business response

  07/22/2022

  Good Morning,

   

  I have called and spoken with owner. I asked the vet invoice and medical records be emailed to me and provided owner with my email address. I haven't received them yet. Owner also stated she would be uploading them to this complaint. At this point, I informed the owner that I would need to review those medical records and invoice and connect with our Chief Veterinary Officer on the findings/results. 

  Thank you

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

  Pet Paradise Resort

  NE Regional Manager

• Initial Complaint

  03/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Date: March 14, 2022 Service: Dog Boarding and Grooming for ur Golden Retriever, ****** from March 9-14, 2022. Due to the negligence of the Resort staff, ****** ws exposed to an environment irritant causing a hot spot. The staff failed to act on a timely manner and to communicate to me ******’s condition. The staff claim they noticed the hot spot on March 12 but waited to take him to the Vet over 24 hours which aggravated his condition. During the stay they failed to answer my calls for updates and provided email progress report stating ****** was doing well. I was informed he had a small hot spot one hour prior to pickup. Upon arrival, I was told I had to pay before the staff would release ****** for me to see how he was doing. I was charged for the boarding, grooming and $351 dollars for the Vet services never before disclosed on any communications. The hot spot extends across half of ******’s neck; it is black and has a rotting foul smell. He is in pain. The Resort Manager provided no help and refused to offer upper management contact information. I had to take ****** to his vet who changed the treatment since the medications provided by Pet Paradise are inadequate. ****** acquired an aggressive ear infection and has bite-like bumps through his neck and ears. The additional vet visit and treatment has cost me $254.55 and he has to be seen for a follow up on March 23. All and all this horrible experience with Pet Paradise has cost me $945.55. In response to my reviews on Yelp and Google, I was contacted by ***** ****** who advised he would open an investigation. I am seeking full reimbursement for all fees and ongoing vet bills due to this negligent and cruel treatment of ****** while in Pet Paradise care. In addition, I am seeking the parties responsible are held fully accountable up to and including termination and/or complete Resort closure. This cannot happen to any more pet families.

*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. ↩