ComplaintsforPet Paradise Cedar Park

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We went out of town June *****, 2024. We made the decision to board our dog at Pet Paradise based on a friend's referral who takes their dog there for doggy day care regularly. Since our dog has some issues with other dogs, we boarded him one-on-one so he wouldn't be with any other dogs. The first day, we didn't sign up for any "extras" since we didn't drop him off until 4:30pm. For our dog's stay, we signed up for daily ice cream, an extra play time and a "Furever Connected" which is basically a daily report card with photos of our dog. The first whole day, we didn't receive our report card. We called on the morning of the 14th and got routed to a call center (who knows where that is located). I was put on hold for over 30 minutes until someone finally answered my call at the call center. I told them what was going on, and they tried calling the facility and didn't get an answer either. They had to e-mail the location and we got a call back over an hour later. They claimed they were having communication issues and after another 30 minutes, we finally received our dog's report card from the day before. They also informed us that the ice cream seemed to have caused him some tummy discomfort, so we made the decision to not give him ice cream anymore.We had the same issue on the 15th. They said the person who uploads the report cards was off the 14th, so that's why we didn't the report card. Why offer these services?We came home the 16th and were able to pick him up earlier. When we picked him up, he was soaking wet in urine. When we got him home, he had diarrhea and blood in his stool. Something they didn't tell us he was still having issues with. We have requested the manager to call us and they have yet to call. We feel as though they owe us some sort of discount for the condition our dog was in when we picked him up and the difficulty we experienced while we were on vacation.

  Business response

  07/08/2024

  Reach out to owner when all information was collected but it did take a while. When reached out to pet parent we informed them of how we do things. We mentioned our furever connected dont go out until later in the day, to ensure an accurate feeding, playtime, and demeanor report. We also explained to pet parent that while we did do the report it seems our system had not sent it out. We sent it as soon as we realized. The pup did go out for play. We had let the pet parent know that **** had an upset tummy that was causing loose stool. We do not typically put into reports about health concerns as we have already discussed with parents. We did refund the pet parent for all extra services that they were dissatisfied by as well and half of the boarding cost.

  Customer response

  07/09/2024

  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.

  While they say it took awhile to reach out, it didn't. Also they only mentioned his upset tummy ONCE and didn't let us know it was upset the entire time he was there. Their "response" was full of excuses. They admitted the person who is supposed to send out the report cards was off 2 days of his stay at the pet hotel, so their reason to the BBB is not accurate. 

  I did receive the $300 refund (of $500 spent), and that will suffice. I will still never bring my pet(s) there again and will not be recommending them to ANYONE I know.

  
  Regards,
  
  ***********************

*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. ↩