Beware of Pet Paradise

This photo was taken at Pet Paradise Rio Rancho in Rio Rancho, NM. We were so excited to go on our first family trip. I’m always anxious leaving our pets but only because they don’t understand what’s going on when we board them. I’ve always believed they would be safe at least. That is, until we got a call mid trip that Kiko, our 13 year old dog had an accident. The story we were told was that two dogs were playing and sandwiched Kiko breaking his ankle in two places. Kiko is an old dog. He doesn’t play at the kennel, he prefers to hang out with his handlers and he should not have been around two other dogs rough-housing. After monitoring Kiko they decided to take him to an emergency vet and his ankle is now broken in two places. They returned him to Pet Paradise. When we arrived to pick him up it was….here is your dog with a broken leg. They were very nonchalant and sent me without any medication, instructions, or discharge papers. I had to go back in and ask for them as well as when the Medicines were given. They told us the medicine was given at 7:30 am and that he was due again now so when we got home I gave him his medication. When my husband talked to the manager the next day she said it was given at 5 pm which means he was double dosed. I had to call the emergency vet to make sure he was ok. I know accidents happen and we deal with human error all day long but This is a company that is supposed to love animals. Instead , when talking to the regional manager She curtly replied “why should I have to pay you” and when first hearing about the incident told the Rio Rancho manager if I wanted to sue I would have to come to Florida. She never once asked how Kiko was doing or that she was sorry for the incident. I had never even talked about suing but I am guessing this is nothing new to them. This company is run by an investment group, the Crane Group so although the lower level managers agreed they should pay the bill and there are plenty of employees I’m sure love animals the farther you get up the chain the colder and more corporate and calculated they become. This is a warning that when this happens to your dog this is what you will get. It is disturbing the lack of empathy this company shows its clients. Even though Kiko is 13 he still has life in him and now he has a long recovery ahead of him. Please help spread the word about Kiko’s experience at Pet Paradise. more training and empathy need to be taken and chose a different boarding facility that actually understands that dogs are our family members not just a business transaction run by an investment company they can brush off the liability for. I was also told Kiko’s medical bills would be given to the “director of operations” but when I have reached out to get an update on yes or a no, they have chosen to pretend it never happened.