ComplaintsforParadise Pet Resorts

• Initial Complaint

  12/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my two dogs to Paradise Pet Resorts in ************ to be boarded for one week over the holidays (Dec. 19, 2022 to Dec. 27, 2022). When I picked them up, I noticed one of my dogs was coughing and having difficulty breathing. The next day, Dec. 28, both of my dogs were having trouble breathing and the coughing had gotten worse. Today, Dec. 29 into the early morning of Dec. 30, I had to take one of my dogs to the emergency vet for coughing, difficulty breathing, and a fever. My other dog needs to be taken in first thing tomorrow morning because hes coughing so much that hes throwing up every 1-5 minutes. Both of my dogs were healthy upon arrival at Paradise Pet Resorts, and now one might not make it due to his age and the other will need urgent care. I paid $608 for them to both be boarded, and they both were fully vaccinated upon arrival. I called Paradise Pet Resorts on Dec. 29 to ask if there were any concerning/unusual behaviors with either of them, and was told that one of my dogs, the one that likely will not survive, hadnt been eating well and they neglected to follow the feeding schedule I provided. Id like to note also that the facility upon entrance reeks of urine, and that my dogs reeked of urine as well and were filthy when I picked them up.

  

  Business response

  01/15/2023

  *************************** two dogs **** and ***** boarded with ** December 19, 2022 through December 27, 2022.  
  **** is a 13 years 7 months old black lab mix. Customers notes say he has pain issues, does not like to play much, sleeps, rests most of the time, and does not like to be around energetic dogs (typical for an older dog).
  ***** is a 9 month old Pyrenees/Rottweiler mix. Customer notes say he is food aggressive.
  Customer instructed us to keep both dogs together, but to feed separate since Bowie is food aggressive.
  Feeding instructions  for **** are 3 cups at each pm feeding. 
  Feeding instructions for ***** are 2 cups at each am, lunch and pm feedings.

  Customer instructions were followed, dogs were fed separate but were together at all other times when kenneled or in their run.

  Both **** and ***** were fine when they checked out. ***** did seem happy to see his owners - he had been a little nervous here as it was his first stay. The customer had called in the next day to see if they could pick up their food -  we had missed giving it to them when the dogs were picked up. Nothing else was mentioned by the customer.
  There has been no communication from **************** that the dogs were sick until we read this complaint some days later and she wanted a refund. She does not even mention what the Vet diagnosed.  We clean and disinfect the kennels and runs everyday to minimize any disease that might come in and we have not had any disease breakouts. 
  

  Older dogs like **** have a tendency to be incontinent at times but we give them a bath to clean them up when this happens at no charge to the customer.  As to the strong odor throughout the storefront area - yes, it can get quite smelly. This is an old building and we are trying to identify what is causing the smell. We are mopping and sanitizing the floors a number of times each day, but the smell keeps coming back. We are in an ongoing battle to figure out whats going on. 

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