Haily, our 18-month-old Pomsky (a Pomeranian-Husky mix), was dropped off at Pet Paradise for boarding while we embarked on a bucket list vacation. Along with her sister, we left her there on Wednesday, August 14th, 2024, as we had an early flight to catch from Atlanta the following day. We live in Charlotte, NC, and planned to travel on August 15th.

However, at 7:25 a.m. on Thursday morning, Pet Paradise called with alarming news—they suspected that Haily had broken her leg and were rushing her to the emergency vet.

According to Pet Paradise, Haily got her foot stuck in the kennel, leading to the suspected injury. We’re at a loss as to how something like this could even happen. Despite asking for more information, we’ve yet to receive any further investigation results from Pet Paradise. This leaves us deeply concerned. We’re left to assume there might be unsafe kennel conditions at Pet Paradise because the alternative—that someone intentionally harmed our Haily—is too distressing to consider.

We drove like crazy back from Atlanta, desperate to get to Haily as soon as possible. The emergency vet stayed in contact with us and confirmed our worst fears—her leg was indeed broken, and it was a compound fracture. They urgently recommended orthopedic surgery and managed to secure an appointment with a surgeon that afternoon. The only catch was that we had to get there by noon.

It was a tight race against time, made even more stressful by the fact that Pet Paradise was completely unresponsive—they had effectively disappeared. But we made it, and we were able to transport Haily to the surgeon. That afternoon, she underwent surgery, requiring a plate and nine screws to repair her leg.

After Haily’s surgery, we had to return to Pet Paradise to pick up her sister, Sunday. Sunday had been in the same kennel with Haily when the incident occurred. According to an employee I spoke with, Sunday was traumatized and had hidden in the corner of the kennel during the ordeal. When we arrived to pick her up, to our shock, they tried to charge us for her and Haily’s stay! No one even came out to apologize in person until I refused to pay. They took zero responsibility for what had happened.

Pet Paradise Regional Manager Calls

Nearly 36 hours after the incident, the regional manager finally called, but only after we had texted and asked what to do with the bills. When he called, he didn’t even know Haily’s name. It was clear he didn’t care, and it felt like she wasn’t important to him. He took no responsibility and gave no instructions about handling the almost
$5,000 in medical bills.

After the weekend and a few more days passed, I texted again, inquiring about the bills and asked if we needed to take legal action. This time, he called back and offered to pay only half. We said that was inadequate.  Half? Are you kidding? My dog is in pain, and our entire lives have been upended. I don’t feel like I’ll ever be able to go on vacation again.

Two hours later, the regional manager called back and said that the medical expenses would be covered. But honestly, I expect more. Pet Paradise is responsible for our canceled vacation, a trip we had been anxiously waiting to take for years. We were on our way to see polar bears in Canada, a once-in-a-lifetime experience that cost us over $12,000. Unfortunately, while we had trip insurance, pet injury at a boarding facility isn’t covered unless it’s a service animal.

And then there’s the pain and suffering this has caused our entire family. Our beloved Haily is in pain, and the emotional toll this has taken on us is immense. Our lives have been turned upside down, and we feel like we’ll never be able to go on vacation again.

I want everyone to know that Pet Paradise can ruin your plans and not take responsibility for it. This experience has been a nightmare, and their lack of accountability only adds to the pain.

Please check our Haily’s medical records below. I want everyone to know that Pet Paradise can ruin your plans and not take responsibility for it. This experience has been a nightmare, and their lack of accountability only adds to the pain.  I hope no one else’s pet has to go through what Haily has endured.  We still don’t have answers on the unsafe environment at Pet Paradise.

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