Complaints

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:04/07/2025

  Type:Customer Service 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.

  My pet, ******* is a havopoo.He was 4 months old. My encounter with pet paradise started on december sixteenth of twenty four. I asked about training and I was given information to pick from their services.We went with a twenty one day boarding and train. The literature reads there would be a thirty minute visit at the end of each week to explain what kind of progress was made. ******* was to learn basic commands. Climb heal, sit down heel, unleash and learn to recall through come command and also eliminate any unwanted behaviors as well. I did receive a report card on ******* and three clips of a video during his stay. On January 6th we picked up *******.
  I would have to return the next day for his complimentary groom. The groomer did not do a sufficient job to take all the matting out of *******'s coat. I had to go to another facility and have him shaved, which was an expense as well out of my pocket. ******* was on camera most of the time when I checked he was sitting in his kennel.He was not socialized with any of the other animals because he was not neutered. I was told the trainer had to fight for his attention because he was not neutered, and it was difficult for her to get him to focus. ******* did well for the training. I paid over three thousand dollars for things that I did not get with *******. I have emails that went back-and-forth. It took me sometimes days to get ahold of the trainer to organize continuing training. I did call and told them I was unhappy. I would like a refund, ******* didn't know much more than what he knew when I left him. There was a contract signed, I have talked to the Regional manager James and text as well. I even called and tried to make arrangements with the trainer. Sometimes being on hold for as long as thirteen minutes hanging up and trying again, texting back and forth for days to ask if she can continue training with *******. I also took ******* to another facility to try and socialize him, I paid for myself as well

• Initial Complaint

  Date:01/13/2025

  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.

  I took my dog to this facility to be boarded 1.11.2025. She just had day camp at this facility 1.3.2025. When I walked in with Sofia my dog, I was greeted by a female with no name tag on who proceeded to check Sofia in and then stated "per our regional manager we are no longer allowed to take Sofia at this facility because she does not like to walk through he facility". I asked her name she would not give it to me. I asked for the Regional managers information and a guy walked in and said we don't give that out either. I noted my dog was just here on the 3rd. I also noted that shes always gotten a perfect report card from this facility via your website and email. The fact is my dog is both deaf and blind and all she has is her sense of smell. This facility changes staff members often. I've witnessed some of the most horrific treatment from staff towards animals. Sofia has had two incidents which one resulted in a full refund. Because she had a great day at camp I booked her again. For them to deny her just because they don't want to work with a dog that has special needs is absolutely disheartening. This is a facility that has welcomed my dog and seemed to welcome animals with disabilities. To "all of a sudden" be denied access because of Sofia's handicaps is disheartening.