ComplaintsforPet Paradise Resort and Spa
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Complaint Details
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Initial Complaint
10/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I left my dog in their care for 2 weeks. They did not complete the agreed upon services. My dog was not walked according to their employees. She was forced to sleep in a room covered in f**** vomit and urine overnight. She was sent home dirty after sleeping in those conditions. They mixed up my dog with another dog and called me frantically stated that she needed emergency care. Come to find out it was different dog. She came home with a rash from that other dog as well as ticks.Business response
10/31/2022
Pet Paradises mission is to enhance the quality of life for pets by providing *************** care and an outstanding customer experience. We treat all customer concerns with the highest degree of seriousness.
****************** Lab Mix, Remi, was a guest at our *********, ************** location. In her complaint, ****************** states That Remi was not walked. Our suites at the ********* Pet Paradise location are indoor/outdoor suites. This means that Remi was free to go onto an outside 4 x 8 patio with turf anytime she needed to eliminate. Each patio door was closed for sleeping during the night, that is when Remi vomited and defecated in her suite. We notified ****************** the next morning regarding the vomit that was present in Remis suite overnight. ****************** also requested a leash walk for Remi which, which was done outside on our grass area 3 times daily during her stay.
****************** statement of mixing up the Remi with another guest that needed emergency care is not entirely accurate. We did unfortunately have a guest that was having some skin issues and we contacted ****************** in error to have our in-house veterinary exam the guest. We apologized to ****************** for notifying her about a guest that was not Remi.
As for the rash, our staff identified a skin irritation on Remis back at the time of her entrance exam on Remis day of arrival and notated that on our records.
Please let us know if you have any questions regarding this matter.
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This business is not BBB Accredited
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.