Horrible experience at Cedar Park, TX
After moving to Austin from the Houston area, we decided to book our two dogs for boarding at Pet Paradise Cedar Park. We had nothing but great experiences with the Houston Hobby location - their staff was always VERY communicative. We have a 10 year old boxer and 2 year old Frenchie, both of whom are still intact (even though our Frenchie only has one descended testicle and will be getting neutered very soon). Since our boarding options are limited, we were looking forward to a similar experience using the Pet Paradise Resort in Cedar Park. Our dogs do not get any sort of social play, but they have 2 hours a day of supervised play with the two of them and a staff member. After a 48 hour stay, we were charged for to go baths for both dogs. Immediately when we got the dogs into the car, we were overwhelmed by the strong smell of urine. Since both of our dogs are brachycephalic, we had the A/C at full blast, but the whole car literally reeked. In the past, when we have picked them up after a go home bath, there was absolutely no smell whatsoever and their coats were always smooth/soft. This time, both of their coats were crusty and rough. So, either they were not bathed and we were charged for them OR they were bathed....which leads to my second concern.... Our frenchie's chest, penis, and testicle are all inflamed and appear to be nearly raw. The tip of his penis was crusty when we picked him up and his testicle is clearly inflamed, the skin on his testicle is definitely raw, and there was long matted hair stuck to it (which had to have come from another dog). So, if they were groomed, my concern is that the groomer did not tend to the area, nor did they care to mention the obviously irritated skin to anyone. In the past, we used Pet Paradise facilities in Houston, and the staff has always been very communicative, which is why we have been customers for so long. Now that we are in Austin, I was hoping that we would receive the same type of customer service but I am shocked at this level of negligence and disappointed in the lack of care. If the dogs get 2 hours of play time a day while they are staying the the one-on-one suite, did no one notice the large, inflamed testicle? Was he rubbing his chest and underbelly? Pet Paradise's fees are by no means the cheapest in town, but that is a premium we have been happy to pay in the past knowing our family is in good hands. While it seems apparent that this location is understaffed, I do not believe that is an excuse for this type of negligence. After taking my dog to the vet, they confirmed that there was some sort of trauma to the area - both of our dogs testicles appear to have a full chemical burn. They are both visibly uncomfortable. THE WORST PART IS PET PARADISE HAS HAD ZERO RESPONSE!!!!! Initially, the manager responded 2 days after my initial email saying, "I want you to know I have reached out to all staff members who were part of their care and reached out specifically to the staff who did theirs baths to find out what happened, to ensure we used hypoallergenic shampoo as requested for their baths. I have also requested information regarding their kennel behavior and am pulling their run card and play charts from the files so I can have a full run down on their day." Since then, the management has not responded to our attempts to speak with them. It is now 11 days after picking up our dogs, and their testicle skin is STILL scabbed and causes discomfort when we have to clean the area. Poor pups have been on anti-inflammatory meds, ice packs, antibiotic ointment, etc. We had additional reservations reserved but cancelled them, including one that we lost a deposit on, still without any response or resolution from management. Do not risk it!!! Trust me!!!