Pet Boarding
Pet ParadiseHeadquarters
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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 stayBusiness 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
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
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
10/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
05/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
03/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
03/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
01/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 moneBusiness response
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,
Initial Complaint
12/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 outBusiness 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
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 27, 2022 we received a call from Pet Paradise ****** ****** ******* that our dog was injured while being boarded. They said his dew claw was injured and bleeding. They would keep on eye on it. In the meantime there was a hurricane coming to Florida. We had our daughter pick up our dog early on Wednesday. Our daughter noticed it was bleeding and swollen. We called Pet Paradise to find out how this happened and to make appointment to see the vet. Since our dog was injured on property **** at Pet Paradise said they would cover vet costs and we would have to cover cost to put the dog under sedation. On Oct. 3 we spoke with **** he assured us we would cover the sedation costs. Then ***** from Pet Paradise called and said **** misunderstood and they are only cover vet fee $48. Our dog gets hurt on property and we now have to pay out of pocket $500. We don't mind paying for sedation, nail trim and heartworm test was added. If you look at invoice they didn't cover the vet fee, we we're charged.Business response
10/19/2022
Good afternoon,
I'm reaching out in regard to the notice below from our client, ****** *****. I have included a brief description of what took place at the resort and how this was handled including communication, treatment, and payment.
***** boarded with us from 9/23 to 9/28. On 9/27, *****'s dew claw was injured from playtime. Our protocols include completing a written health report and providing that to our Vet Service department to complete a complimentary vet tech exam followed by a call to discuss the option of a Veterinarian exam and possible treatment. Our Practice Manager in the Vet Service department spoke to the owner about this injury and was not able to complete an exam for him due to him showing aggression when handling him. Since it was during the hurricane, they offered for him to come back on 10/3 to schedule a sedation and exam for them to clip the nail and look closer. The owner agreed on this plan, he was set to check out the day after (9/28) so we would just monitor to make sure it didn't worsen.
There was no exact root of the injury, however the nails were extremely long, and owner understood with a member of management that when dogs run on our artificial turf, jump on the fences, or on their suite doors, long nails can catch, and this is what most likely caused the injury.
The owner checked out on 9/28 understanding and didn't have any additional feedback other than he would be back on the 3rd for his scheduled exam. *****, our Assistant Manager with our resort department explained that due to us not being able to prevent this injury and that we can't be responsible for his aggressive behavior, we would not be covering the cost of the sedation or treatment but would compensate for the exam fee due to the inconvenience and not being able to pin point how he exactly broke his dew claw here. The owner was very understanding, agreed to this, and ***** departed our facility.
On 10/3 spoke to ****, a new supervisor, and he mistakenly told the owner that we would cover the entire cost of the vet visit. ***** called him back and apologized for the confusion, but the owner understood since they previously came to that conclusion of compensation. Our vet department actually covered for the exam cost, as well as the resort so owner actually was offered two discounts totaling to $96.00 instead of the agreed upon discount of $46 so we actually discounted more than we promised.
His detailed vet invoice is only given to show the exact treatment and detailed costs of services which showed $486.16; however we check out our clients through the resort database called *****, and the charges that actually were processed for the vet visit were $390.16. ($96 in discounts). I have attached all invoices here so you can review as well.
Please contact me if you have any questions or need any additional information on this case!
***** ********
General Manager
Pet Paradise Winter Garden
(p) ************ ext** (f) ************
**** ***** *****| ****** ******* ** *****
Boarding | Day Camp | Grooming
Veterinary Services
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Customer Complaints Summary
19 total complaints in the last 3 years.
5 complaints closed in the last 12 months.