ComplaintsforPet Paradise

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  More info

  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

  More info

  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:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  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

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 21, 2022 I took my 7 yo boxer to Pet Paradise ************* **) to be boarded until Friday Aug 26. Upon dropoff the employee checking us in informed me that they have raised the daily boarding rate by an increase of $20/day for dogs that do not get along with other dogs because they require a special play time. I am in the military and had a flight for a training course the next morning (Monday, Aug 22) at 4:00 AM. I left my dog, ******* there and immediately got on the phone to attempt to change my flight to later in the day so I could return to pick her up and take her to her other boarding facility that would be open later the next morning (I did not agree with the price increase). At the risk of not getting a later flight, I chose to leave ****** there for the night just in case. I did change my flight and Monday morning around 9:00 went to pick ****** back up to take her to another boarding facility. They informed me that she was in the middle of having a seizure and asked me to come to the back to comfort her while it passes. She was previously diagnosed with idiopathic epilepsy and takes medication twice a day. Pet Paradise had her medication and stated it was given to her on time. While walking to the back, an employee apologized to me for the heat stating that the AC was broken in the back. After apprx 10 mins of comforting ******* her seizure was not passing. Her water was empty. I took her to an emergency vet hosp where I was told she had a heat stroke which led to a seizure and permanent brain damage along with multiple other internal problems. I allowed the vet to put her on a ventilator and do multiple blood tests. After no improvements in ******'s health at the advice of the veterinarian, she was euthanized Monday evening. Pet Paradise never advised me as the customer that their AC was broken. Boxers and other short snouted dogs are easily affected by heat and lack of water. If I was notified I would have never left her there Sunday night.

  Business response

  09/06/2022

  From: ******** *********
  Sent: Tuesday, September 6, 2022 3:28 PM
  To: ******************* <*******************>
  Subject: Pet Paradise: ******

   

  Good afternoon,

   

  I was just notified of your recent experience with our Tallahassee resort.  I am terribly sorry for your loss and want to help in any way I can.  I appreciate the detail you gave on your BBB complaint and will be investigating more on my end.  In order to investigate the medical side of things, I will need a copy of ******'s medical invoice, records notes from her veterinarian. I will then forward them to our Regional Medical Director for review.  

   

  Again, I am so sorry for this situation and look forward to working with you on a resolution.

   

   

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

  Regional Manager

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was bringing my puppy here since May 21. These people have it where you either pay high office visits or get on a payment plan. The payment plan is subject to rise anytime they choose without warning. I fell on hard times and expressed that to the staff that caused me to get behind. They were allowing me to come and get my puppy monthly Rx and when the past due was $35 they said nothing, they waited until my bill was $150 plus including a late, indicating I was 3 months behind to say something and said to either pay or they were refusing to SELL me the Rx for my puppy. They pushed me further into a bind. I expressed this to the office staff and when I did the manager stated “oh well we’ve been in a pandemic for a very long time” DISMISSIVE of my situation and I told her to cut the nice nasty crap out. I actually went ahead and PAID and when I went to the vet they came with discharge papers saying I said “***** **** *****” The staff typed up the report and left out the CORRECT details so it wouldn’t appear as her provoking me and I was just some angry black woman. The staff also was started arguing with me in the parking lot. Very unprofessional, I called headquarters to tell them what happen and they said I wasn’t 3months behind like that location stated, I was only 2months and they promise to have someone follow back up with me. It’s been a week, no call or refund regarding my previous account from anyone like they promised

  Business response

  03/03/2022

  Tell us whRESPONSE OF PET PARADISE
  TO
  BETTER BUSINESS BUREAU COMPLAINT
  Complaint Case #:  ********   
  Consumer: ***** *****
  Case Opened: 2022-02-28
  
  
              Pet Paradise’s mission is to enhance the quality of life for pets by providing exceptional pet care and an outstanding customer experience. We treat all customer concerns with the highest degree of seriousness. 
  
                  **. ***** *****’s Yorkshire Terrier, Prince, was a patient at our Matthews, North Carolina veterinary clinic. In her complaint, *** ***** states “These people have it where you either pay high office visits or get on a payment plan.” **. ***** was not on a “payment plan.”  Ms. ***** chose to enroll Prince in one of our Wellness Plans. Pet Paradise’s Wellness Plans provide for unlimited office visits and many essential pet wellness services at discounted rates, for a fixed monthly cost. Our Wellness Plans were developed to help pet owners to manage the annual cost of obtaining the quality veterinary care that their pets need and deserve.   
                  **. ***** signed a Wellness Plan Agreement that obligated her to make payments of $38 each month for a term of one year.  Contrary to what *** ***** claims in her complaint, the monthly payment was never changed at any time during the term of her Agreement.   
                  Under the Wellness Plan Agreement signed by *** *****, Pet Paradise has the right to suspend plan services or allow the purchase of other services or products if there is a payment default.  In her complaint, *** ***** indicates that we are somehow at fault for allowing her to continue to purchase products or services after she failed to pay two monthly Wellness Plan payments but would not allow her to continue to do so after she had missed a third payment and owed a total of $189 in past due plan payments and late fees.  The fact that Pet Paradise permitted her to continue to purchase products and services after missing two payments does not obligate it to continue to do so indefinitely while she continues to fail to make payments.  
                  Finally, *** ***** alleges in her complaint that members of our staff were dismissive or unprofessional towards her.  We have thoroughly investigated all the claims of *** *****, including reviewing recorded phone conversations between *** ***** and members of our Veterinary Services staff.  In those calls, our staff members treated *** ***** in a professional and respectful manner at all times.   *** *****, however, at various times on those calls accused staff members of causing her to be unable to purchase food for two weeks or forcing her to become homeless, used profanity, and referred to one staff member derisively as “***** ****.”
                  Please let us know if you have any questions regarding this matter or would like for us to provide you with copies of any of the documents or recordings referred to above.   y here...

*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. ↩