Complaints

This profile includes complaints for Pet Paradise's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pet Paradise has 20 locations, listed below.

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• 

  Pet Paradise

  1551 Atlantic Blvd Ste 200 Jacksonville, FL 32207-3368

• 

  Pet Paradise-Pecan Park

  23 Enterprise Dr Bunnell, FL 32110

• 

  Pet Paradise-St. Johns at WGV

  1551 Atlantic Blvd Ste 200 Jacksonville, FL 32207

• 

  Pet Paradise

  900 Clear Lake Way Pooler, GA 31322

• 

  Pet Paradise-Apollo Beach, LLC

  6340 30th Street NE Apollo Beach, FL 33572

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:01/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 3^rd 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

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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