Pet Paradise Plano Custer Plano, Texas

This place is always great!

I am giving a big fat 0 - We had booked in advance for our 1 year old Mutt during the Thanksgiving break 2021. When we went to drop him off at 7pm the day before we leave, he was skittish and the lady that was checking in clearly had no experience in dealing with shy pups. She forced the leash on him and he nipped her hand. She finally "rejected" our pup from staying there. We had a 3 am red eye flight the next day and had to scramble to find accommodation elsewhere for our baby. There was no concern for booking their facility or no apologies for turning us away. Please don't even book this place if you have shy dogs or pups that need love. The only good thing that came of this is we dropped our baby at a home dog care where he gelled immediately and felt at home.

Company looks super dangerous. I was a potential new customer and when I made an account on their website they tried to get me to sign some enormously wild legal document which basically made them above the law and not accountable for anything they do. It literally even has you wave privileges to have jury trials should something go awful. Plenty of other local options and nobody makes you sign your legal rights away. LMAO Stay away!

3 Days before a family reunion trip, my partner and I got sick with COVID. We, of course, cancelled the trip. I called Pet Paradise to also cancel my reservation for my dogs. They were happy to cancel my reservation but didn’t want to issue a refund for my $100 deposit stating that their policy would only allow a refund if I had called 7 days in advance. Well, this wasn’t exactly scheduled. I didn’t wake up in the morning saying: “I’ll have some breakfast at 7, lunch at noon, and get some COVID at 1:30.” Can a business stick to their policy in a situation like this? Yes, absolutely! But just because they can, doesn’t mean they should. They didn’t do anything illegal, and call me an idealist, but I think that profiting during a time and pandemic like this, it’s a bit unethical. I didn’t ask to be reimbursed for services they already provided; this was a prepayment for services not yet rendered. I have no doubt that they are booked solid during Christmas time, so it wasn’t like their future depended on my $100. To me, this speaks volumes. Not only because it’s COVID-related, but because they didn’t even work with me. Say at least: “I can’t give you the full refund, but here’s 50%,” or “I can’t give you a refund, but we can use this as credit towards a future stay”—something, anything other than “Policy says 7 days.” Keep the $100; consider it a donation. I’ll take my dogs elsewhere next time. Merry Christmas!

We love how much they care about our pups here! Our golden retriever Yeti, always has so much fun running around with the staff and other pups. They know him by name when we walk in and he is always so excited. My favorite part about sending him here for camp is the report cards & webcams! SO stinking cute.

HORRIBLE SERVICE! DO NOT WASTE YOUR TIME! I will not be taking my dog here anymore!!! So I go to schedule an appointment online for my dog to get groomed on Sunday, I get a call late Saturday back saying that they dont have a groomer available. Then we rescheduled and I made time during my break from work to drive my dog up there Monday for his grooming appointment. I get there and meanwhile my dog has severe anxiety and cant be in a car for very long. I bring him in and the first thing im told is he needs his shots up to date. NO ONE TOLD ME THIS BEFORE HAND! so let me get this straight you have the audacity to call me to reschedule after I booked an appointment during your availability and when calling you cant even tell me that I needed to get his vaccine before hand. WASTE OF GAS & TIME! Also had to refund my deposit BTW! Oh and guess what since I had to go back home after that my dog threw up in the car and I had to clean it up while rushing back to work because of this! Also Hannah at the front desk, very very rude. Even before I called back about this situation, she already had an attitude when I got there at the front desk. I would not trust her like that with my dog or anyone else’s . If this happened to you, you'd be upset too! Trust me. Horrible, trashy customer service with people who just want to argue with you and not hear their customers out about any situation which is probably why I see soo many other comments on here mentioning the same exact thing. If I could give this place 0 stars I would.

I was not satisfied with the service this time. Customer service used to be better but has deteriorated a lot now. couldn’t even get a report of how the dog was doing during the stay. I also specifically asked for a bath on the day of the pick up but that was not done either.

We made an appointment over a week ago and when we went to drop our pet off, the lady at the desk informed us that they could not take our pet because she was not up to date on one of the vaccines. I understand this policy, but waiting until we are on our way out of town with our pet to tell us is completely uncalled for as well as the attitude the front desk person had when handling the problem. If we’d simply gotten a phone call when we made the appointment it would have given us enough time to get the vaccine at the vet before our trip. As is we are stuck with no options and the front desk is being hostile and disagreeable with us. I will be going elsewhere from now on which is a shame because I do think they do a great job with pets. Their human interactions need some work though.

My 5 month old goldendoodle totally loves pet paradise! we have left her twice in the last month for day camp and she seems to have a lot of fun! She came back home happy and tired! The live camera feed makes it easy for us to see her during the day as well! The end of day report is a nice touch!

My healthy, 10 year old cat died shortly after staying with Pet Paradise . I informed the regional manager, who was quick to come across "caring" but is now denying any responsibility. I did not want to write a review, as I believe it better to connect directly with feedback, but due to the response, I feel I have no choice. The public deserves to know. My cat developed severe flu like symptoms after staying. I do not recommend this place of business.

I’ve been taking my dog here for quite some for boarding. They always do well. The cameras allow me to stay updated and the staff knows who my pup is which helps when leaving him. They are fair priced. I wish they had longer day care hours because I would utilize that service as well. I tried another place in the area and my dog ended up getting kennel cough. Not once has he contracted anything from Pet Paradise and he is always excited to go!

We boarded our girl here for the first time. She spent 4 nights at Pet Laradise. We booked 2 extra play sessions and a take-home bath. When we picked her up, her back was coated in sticky perfume. Staff confirmed she was not given lunch for at least 3 of the days she stayed, as we asked about the 3 left over bags of food. She was not given all of her medications, and we did not get our full bag of pillpockets back. We incredibly disappointed with our first Pet Paradise experience and will not be returning.

We took our 7 month old puppy for the get acquainted day today. He was scared so refusing to put the tag on and pulling but not grumpy. He never gets grumpy but gets scared when he’s at a new place. The team didn’t make an attempt to make him comfortable and because he was pulling they didn’t want to take him.

This is our very first time boarding our dog at Pet Paradise Plano Custer due to it’s closest and has availability for our travel dates. He stayed for 7 days (Monday to Sunday). We monitored all their cameras daily on the hour, only seen our dog twice outside this entire week. We called and left messages in the middle of the week, someone called us back told us that our dog was put on time out on Thursday, and we didn’t see him on Friday, Sat. and Sunday entire day on any cameras, I saw only two dogs (one large and one small) on their indoor large dog camera early afternoon on Sunday around 1:15pm, two people there chatting, then after an hour later, more large dogs were let out play at the indoor (I don’t understand why those two dogs have special treatment than other dogs, play outside extra hour), we still didn’t see our dog, we kept calling and finally someone picked up the phone around 2:20pm, when we asked why we haven’t seen our dog outside playing for several days and this entire day today while we were told the dog get outside playtime 3 hours a day. She just said they rotate dogs and they are about to rotate next round of dogs in about 10 mins, so our dog should be out soon. I have monitored their cameras ever since 2:20pm until after 3:30pm, they never rotate the dogs again until they start cleaning up. Ofcourse we didn’t see our dog, we had our friend picked up out dog early. We were extremely disappointed with their dog care. We pay extra $ to board our dog here just to put him in jail. I would not recommend anyone boarding their dogs here. We will never come here again.

I have had a great experience. Easy to check in and make reservations. Dogs were well taken care of.

My dog has stayed several times, up to 9 days. Never an issue!

We have been a customer of Pet Paradise for a couple of years for boarding and grooming. Their groomer is great and and pays attention to the details and takes care of any special requirements.

My puppy was soo pooped when I picked her up.i checked in on her frequently and she was running around, getting frequent runs by the staff, tail wagging. Couldn't be happier. I have already suggested this place to 4 other people....my pooches deserves the best!

Oliver loves his play time and boarding when he goes. The staff is super nice and the prices are reasonable.

I first visit of many more to come.

Pet paradise is one of the best dog boarding and grooming places. My dogs are always excited to go and always come home happy. The staff love what they do and take great care of the animals. During summer they've got a pool the dogs can play in even though mine don't.

3 stars cause the place is great and most of the workers are super helpful and sweet. However one worker kinda talked to me like i was dumb. I said there was a water bowl and that they also didnt give me my pup's pills. I drove back mostly for the pills but I thought i might as well ask for my plastic bowl back too. The worker said "i know i checked. I saw nothing" the other nice worker said to check again. He went to go check and yup, the water bowl was indeed in there. It wasnt a big deal and i told him that since im back cause they forgot to give me my pills, i just wanted to get my bowl back too but i mostly came for the pills. I said that cause i felt like he was upset that he had to go get mt bowl. He even said after "yeah. Its just a piece of plastic bowl." Like ok i get it. I just wanted to get it since i was there for the pills. He also asked me at the counter is i got pictures texted to me since i was in the vip room. I said yes i did and he said "good. Some of our workers arent sending them" i really didnt need to know that. Instead of worrying about the other workers, he should have gave me my "plastic" bowl and pills the first time so that i didnt have to come back. Otherwise everyone else was super friendly and sweet. Great services too!

They are gentle, caring, & try to be as quick as they can with my older dog when she goes for grooming.

Great staff and facility! Everything was very clean, and I felt like the entire staff really loves our pets. They were very accommodating and asked all the appropriate “pet” questions and more.

They have cameras so you can see what your loved one is doing. Staff is great too

Great staff!!! Clean facilities, they offer masks fir those who don't have one when they enter also there is a contact less drop off. There is even a pool for the pups.

My fur babies absolutely LOVE Pet Paradise! A over all great experience every time we drop off & pick up.

Offer good service and transparency of care.

Showed up with my dogs for the grooming appointment we made earlier in the day. The gal at counter cancelled the appointment because "they aren't taking appointments after 11". Mind you we had made appointments earlier for the time we arrived. Rude and unprofessional. Don't waste your time with this place.

I am so glad I found a place that takes AMAZING care of my dog!! Everyone is so sweet and cares so much about the dogs. The places always smells amazing too!! Ms. Criss shows so much love to the babies or maybe mine just hogs her for all The attention.