Pet Paradise Amelia — Local services in Yulee

Left my pet for the weekend. They first said that they were out of suites and asked if they could put my dog in a “tiny town cubby” for dogs 20lbs or less. The manager came out and asked how big my Bassett hound was and I said she was around 50 lbs. so I didn’t think that would be a good idea. I picked her up on Sunday and noticed a large fluid bubble on her shoulder so I brought it to the staffs attention before I left. They stated they had no knowledge of it or report from the incident. I told them I would try to give her some medication but would take her to the vet the next day (Monday) if it wasn’t better and the employee said she would call to check in. I took her to the vet and nobody called. I called that Monday and Tuesday to see about a credit or partial refund but they kept putting me off saying that I needed to talk to a manager but they weren’t in. The woman I spoke with said that they actually did notice “the small bump” and took pictures (however I never received pictures or a report) that my dog just plays rough (which is funny because the Tallahassee location wrote a report from her previous stay saying she was so docile/timid they had to put her with the small dogs). I finally got to speak with someone about the incident and they said they wouldn't refund me. I told them I hated for them to lose a customer but they told me they understood it was my right and that this was a good learning experience for them.

Responding to the owner: I did contact you directly. I got your voicemail on 7/8 and called twice after where we eventually spoke and you all stated that you would not give a refund or credit. I’m also not sure how you would know what my vet said since you don’t even know what vet I saw. I have documentation from them that it was inflammation caused by injury which I told you all and you said it was not your policy to cover injuries. Also unsure about these notes since I haven’t ever received them or any pictures from the stay. A staff member directly told me via phone on 7/7 that they talked it over and the injury was probably the result of my dog playing rough (so not a cyst). As I stated when I contacted you directly three times it’s not about the injury it’s about the fact that you all didn’t notify me or notice it when it was an injury so visible I saw it and brought it to your attention before I even left the facility, that’s negligence and you should take responsibility no...

At a minimum - uncaring At worst - Negligent I dropped off my extremely active healthy lab off for a first time visit at Pet Paradise and here is what happened: First, he is in tact. I get it, that requires extra work and other dogs don't always accept him. Many do and you would have to put in extra effort to find out. They did not. In fact I witnessed in the cameras more than once a team member coming in his room, completely ignoring him, check the water bowl or once shut his door to outside and never even acknowledged him. Zero pats on the head ... He was clearly stressed out on the cameras. This was my first visit and no one explained how the report cards worked - of course I will pay $10 to see my dog. When I inquired, they let me know they would do it the following day. Fine. My suspicion is that they did the bare minimum with him for 48 hours and then worked him out in a small space. What I still don't know (because no one has bothered to call back to answer my question or to see how he is doing) Was there a moment of pain during the workout? The result was he was paralyzed in his back legs. I get a call from the hapless vet on site who tells me we see this a lot in big dogs but he is really doing much better. He was not. I was not allowed to pick him up that night but did the following morning. A quick google search showed that all paralysis in dogs should be treated as an emergency. They did not. We went to emergency vet who sent us to UF Gainesville. The result was an FCE which requires physical therapy but no surgery. I write this in part thinking that perhaps the folks at Pet Paradise might read it to know what happened. Certainly they weren't curious because they never called to see how he was doing. He is getting better everyday and I pray that he will return to at least a walking around doggie if not the amazing athlete...

Dropped my dog off for a grooming appointment. Not a happy customer. You think a place like this would treat your pups like their own, but they don’t.

My pet came back with bloody spots. He is a senior with loose skin and a few skin tags. I pointed the skin tags out and they still managed to cut into them. I asked how long they would take to groom him. They said three hours. I get a call back not even 1,5 hour later that he is ready. I felt like they rushed his haircut after I mentioned to please take their time to prevent hurting him. Instead he came back home worse than he went in; dirty looking with nicks and bloody spots from the trimmer.

In addition, I asked what the price would be during drop-off. They said he fell within the 30 pound category and therefore the base price would be $55. I added an extra service which made it go up to $70, which I was happy to pay since it was agreed upon. When I get a call back that he is ready for pick up, the total price is suddenly $75. I asked why the price had gone up and they said that the groomer makes this decision based on the amount of work. I asked for clarification about what was done extra and they didn’t give me a reason other than that the groomer thought it was justified to charge more for the base price. They change up their price without communicating beforehand or giving a specific reason. I haven’t been to a grooming place before that changed their pricing during the appointment without discussing it first. When you bring up the issues you get offered a $5 coupon. I was told by pet paradise that the service is what it is and that I should ‘mentally prepare myself’ for the service going forward. Not coming back again to this inconsistent...