Pet Paradise Winter Garden — Local services in Ocoee

This place is not good for senior dogs. Avoid it for boarding if you have a senior dog. We boarded our 3 Shih Tzu’s on October 8th, late afternoon, and collected them on October 16th in the morning. During that time, we communicated by email, and they confirmed that all dogs were doing great, except that all 3 had diarrhea, to which they stated that they would feed them pumpkin. We chose this place as it has an onsite veterinarian. Plus, we provided our own pet food to avoid any problems. Our senior dog was in great shape prior to boarding.

Upon collection on the morning of October 16th, our senior dog had clearly lost weight, her ribs were visible, she was lethargic, her eyes were closed stuck with eye discharge and she was covered in diarrhea. We took her to the vet on the 17th, and after weighing her, she was 8 pounds. Prior to boarding, she was 10.06 pounds, over a 20% weight loss in 8 days. Her primary vet reported on the general workup form that it was due to “suspected acute kidney injury due to poss toxin/pathogen exposure” She was transferred from her primary vet to UF in Gainesville and spent 3 days in there. She had elevated kidney levels, along with a UTI.

I advised Pet Paradise that I was not happy about the treatment received on October 18th, and they asked us to forward the blood work results, which I did on October 19th. Since then, they have gone silent. They have not had the decency to follow up, so I feel that this boarding facility does not really care about the animals. They only care about the $$.

Our dog had the Librela injection on October 3rd, which was her 4th injection, so I understand her condition could have been an adverse effect. (search online if your pet is having these injections) HOWEVER, they failed to notice her dramatic weight loss, ensure she was eating, drinking, and take care of her to an acceptable standard or inform us if there was a problem. They even have an onsite vet, to which we approved treatment if needed on the initial paperwork, yet again they failed to take proper care of her.

In my opinion, considering what happened to my senior dog. Avoid this place if you care for your pets.

The reply below says they left a voice-mail? No call or voice-mail was received. I request that they publish proof of that call off their phone records.

As an update. Here are a few things you need to be aware of.

Her weight loss was not noticed; we do not weigh each pet when they are boarding with us. We have never seen or cared for Oreo in the past. I have plenty of caretakers in the resort and it is not the same person every single day taking care of her for 8 days straight. And for this fact, it is difficult for someone who may be seeing her for their very first time on day 8 to pinpoint weight loss if they did not see her on day 1.

YOUR PET MAY BE LEFT UNATTENDED AT A FACILITY DURING THE HOURS OF 7:00 PM TO 6:30 AM THE FOLLOWING MORING ON MONDAYS THROUGH FRIDAYS, AND DURING THE HOURS OF 6:00 PM TO 7:00 AM THE FOLLOWING MORNING, ON SATURDAYS AND SUNDAYS.

I WAIVE AND RELEASE PET PARADISE, ITS MEMBERS, SHAREHOLDERS, MANAGERS, DIRECTORS, OFFICERS, EMPLOYEES, INVITEES, AGENTS, REPRESENTATIVES, CONTRACTORS, LANDLORDS, TENANTS AND INSURERS, AND THE HEIRS, SUCCESSORS AND ASSIGNS OF EACH OF THEM (EACH, A “RELEASED PARTY” AND, COLLECTIVELY, THE “RELEASED PARTIES”) FROM ANY AND ALL CLAIMS, DEMANDS, CAUSES OF ACTIONS, ACTIONS, LAWSUITS, DAMAGES, JUDGMENTS, ATTORNEY’S FEES, COSTS, LIABILITIES, LOSSES OR EXPENSES (COLLECTIVELY, “CLAIMS”), WHETHER KNOWN OR UNKNOWN, ACCRUED OR UNACCRUED, OR CAUSED, IN WHOLE OR IN PART, BY THE NEGLIGENCE OF ANY RELEASED PARTY OR OTHERWISE, INCLUDING CLAIMS FOR PROPERTY DAMAGE OR LOSS, ILLNESS, OR INJURY TO OR DEATH OF MY PET OR ME, ARISING OUT OF OR RELATED TO (A) THE SERVICES, (B) MY PET’S PRESENCE AT ANY FACILITY OR OTHER LOCATION IN CONNECTION WITH THE SERVICES, (C) THE DISPOSITION OF ANY ABANDONED PET, OR (D) ANY OTHER ACT OR OMISSION OF ANY RELEASED PARTY. In no event will the Released Parties be...

Summary: paid over $3,000 a month to their location; received horrible vet care and advice; and experienced atrocious and negligent management regarding the care of our animals.

After thinking long and hard about this review, after hearing the stories of previous Pet Paradise customers, I can longer bite my tongue.

My partner and I relocated to Winter Garden in March of this past year. At that point we had 3 dogs, all 3 of which went there weekly. Our two huskies went all week, and the black lab most days. All in all in daycare alone we spent about $1,300 a month. Furthermore, we took all 3 dogs and our 9 cats to the Vet on site, paying $720 for all of their vet plans. All in all, we spent about $2,100 a month on basic services. This number does not include multiple overnights, baths, etc. On an average month, we spent over $3,000 with them.

So you would think that our pets would receive the best attention and care right...? No, wrong.

The first red flag. Our huskies had moved from the Midwest and were not used to the heat. They were constantly overheated- a situation that the vet pointed out to be a transitionary period. However, his recommendation? To shake our Husky. Yes, the Vet’s response was to shave a Husky. I declined and told them to pull them for breaks, which they did do at times, depending of what staff was working that day.

Second red flag. We had taken our black Lab in for a cough. She was prescribed a steroid. She later that week had accumulated fluid in her chest. The Vet suspected Heart Failure, so an X-ray and a dog Cardiologist Vet after- the diagnosis? Allergic reaction to steroid, which should have been the first thing he considered. This is already the second instance with the Vet here mind you.

Third red flag. There was a dog that needed an urgent home. We contacted the manager about fostering the dog until we found a permanent home for her. The condition was that we would be able to take her to daycare during the day, free of charge, but taking her back home with us nights and weekends. The first two days the manager took care of it, but after that did not. I’m assuming they just thought, well they spend already so much money, why not charge them for a fourth dog. We finally did end up rehomeing her to a very happy family.

Fourth red flag. A tiring day after having had to take an Uber to work, and had that Uber get into an accident, and exhausted after work, I went with my partner to pick up our two Huskies and Lab. Our black Husky is a rescue- he was saved from being taken by an angry and abusive owner to a kill shelter. From all the abuse the poor pup couldn’t go through door frames and flinched every time he passed another human. We worked tirelessly to rehab him and were quiet successful. This same day I came to get him and was mentally drained, on the other side of the window that you see with the attendant, I was forced to watch this lady knee my rescue Husky. We immediately called a manager and the immediate response was, “incorrect corrective action if anything.” Both my partner and I WITNESSED IT HAPPENING. I have attached the p from the video, and while not fully visible, mind you we were on the other side of that window.

Continuation fourth red flag. They then sent the video and stated that they couldn’t definitively determine that she had kneed him. Further pressing caused them to state, “it’s ok she will be back to work at Seaworld when they open.” So she can go and knee some whales there too? The resolution was to not allow this attendant near our dogs (at least until we can move them daycares).

Final red flag. Throughout fourth red flag, this issue went as far as up to the VP of operations after we emailed the board of directors. The area manager was helpful at first. She also established overnight days for trips that we needed to go out of town for. After they COVID outbreak they stated online they would honor set reservations, yet cancelled ours. At this point, we just switched...

12/30/2020 -This is in follow up to both the previous review and our girl Charlie's recent stay at Pet Paradise over Christmas. In regards a visit in July, we did receive an apology regarding a go home bath/grooming issue and refunded for the charge. We had a one night visit in November where we were scheduled through Pet Paradise for an early 7:00 AM drop off on Thanksgiving. The associate who answered the door was extremely rude and told us we couldn't drop her off and would have to return at 9:00AM (although I had a text confirming the 7:00 AM drop off that specific morning). I had to ask to speak to a supervisor and she shut the door, another associate returned and let us in without so much as an apology. Charlie also had horrible diarrhea for days after this visit that I couldn't really confirm was attributed to staying at Pet Paradise. The most recent visit was over Christmas for 4 nights and we were supposed to receive a phone call when she was outside playing (so we could see her on the webcam) and a go home bath on 12/27/20. In total we received 2 calls the entire time so we were constantly looking for her at random points during the days trying to see what webcam she might be on. I understand the holiday is a busy time of year, but the offer shouldn't be made to call us if it wasn't going to done consistently. When we came to pick Charlie up on 12/27 we waited over 15 minutes in the lobby for her to be brought to us. During that time I was asked two separate times if I would like to leave a tip. I stated I would wait given we had an issue with her previous go home bath. She was finally brought to us and her feet were covered in urine and she looked filthy. She was frantic to leave so we walked out, not before I was asked once again if I would like to leave a tip. I called immediately upon leaving and spoke with "Justin" who stated he would speak to the groomer regarding the 'miscommunication.' I also emailed Pet Paradise regarding our concerns with this visit as well as confirming what happened within our previous visits. Charlie has been sick with diarrhea and vomiting as well confirming to us that she likely became sick there. There isn't enough space to go on about how disappointed we are with Pet Paradise. We were refunded the $45 grooming charge and the $20 late check out fee which is minimal considering. Not one person from Pet Paradise reached out in sincerity to apologize other than stating the small refund would be processed (for services that were never completed). I would not recommend this location to anyone at this point and it would take a lot for us to ever consider using Pet Paradise for boarding again. I am only sharing this review because I received no response from Pet Paradise regarding our experience with grooming. Our boarding experience was positive and I would say that we would consider Pet Paradise again for future stays. We booked our 'mini groom' appointment and initially didn't receive a confirmation until after our requested time had passed. We were then called to reschedule which we did (with Olga). We dropped our girl off and stated specifically that we would like a bath, brush and mini trim (ears, feet and rear area). When we picked her up and went to pay were were told she was given a 'mini groom,' de shedding and anal gland expression. We NEVER authorized or confirmed either the anal gland expression or de shed treatment. The charges were removed, however, our girl had subsequent issues with bothering that area and diarrhea over the next few days. Her grooming was also terrible. Her feet were cut extremely unevenly and choppy, her rear area wasn't trimmed and we can see where some of her nails were cut so short that the bled. I sent two separate feedback emails to Pet Paradise and called leaving a detailed message. Two weeks have passed without any...