ComplaintsforBluePearl Specialty + Emergency Pet Hospital

• Initial Complaint

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against BluePearl Hospital in *************** due to the traumatic experience I had on 10/10/24. I brought my cat, ****** to be euthanized for late-stage kidney disease, but the staffs actions turned an already painful situation into a nightmare.Before arriving, I confirmed the hospital was open and explained that ***** needed to be euthanized. The receptionist, ******, assured me it wasnt busy and instructed me to come at 9:00 a.m. However, upon arrival, ****** ignored me for nearly 10 minutes, engaging in a personal conversation with another client while I stood there, visibly distressed, with my suffering cat and another clients dog hovering over *****.Once acknowledged, I informed ****** that ***** needed euthanasia due to her suffering. I was placed in a room with ****** where, over the next *************************************************************** a disorganized manner. Dr. ***** ***** confused *****s gender and asked what needed to be done. Through my visible distress, I explained *****s conditionlate-stage kidney disease, vomiting, and defecating blood. Dr. ***** said nothing and left the room, never to return.***** was taken by the nurses assistant, ****, to have her IV inserted, but no pain medication was offered beforehand, worsening *****'s pain and anxiety. When ***** returned, she was frightened and gnawing at the IV site. I had to specifically ask **** if anything was given to help calm her, and only then was medication administered.After the euthanasia was performed by another doctor, I was assured she would return shortly, as animals generally defecate after passing. However, I was left alone with *****s body on my lap for nearly 45 minutes. By the time **** returned to take ****** I was covered in urine, adding to my emotional distress. **** apologized, explaining the doctor had gotten busy, but this neglect was unacceptable.

  Business response

  10/25/2024

  Every one of our associates cares deeply for our pet community and wants nothing more than to provide the highest-level of care possible in every situation. The owner presented to our hospital the morning following a major hurricane in our area. As one of the only open veterinary facilities, our hospital assisted several pets experiencing critical and life-threatening conditions. The owner was informed of the possible wait due to limited staff prior to coming into the hospital.   The owner contacted our hospital and spoke with management about his experience.  A full review of his concerns was completed by our leadership team and an extensive discussion with the owner occurred to attempt to address any misunderstandings.  As we explained to the owner, our medical and support teams tried to offer Mr. ******* the utmost compassion and support during this time with *****.   As the medical care provided was appropriate and authorized, we do not feel a refund or other compensation is warranted.  We are very sorry for the feelings of loss Mr. ******* is experiencing.?As pet owners ourselves, we understand how difficult the passing of a pet can be and offer the client our deepest condolences.

  Customer response

  10/28/2024

   
  Complaint: 22438471
  
  

  To Whom It May Concern at BluePearl Hospital and the Better Business Bureau,

  
  Thank you for your response. However, I am deeply dissatisfied with BluePearls generic reply, which fails to address the specific, documented issues of neglect and insensitivity I experienced. Contrary to what your response suggests, my concerns are neither misunderstandings nor mere feelings of loss; they are a series of traumatic experiences directly caused by your staffs actions, which have not been adequately acknowledged or addressed.

  To clarify: I called ahead to confirm that the hospital was open and was assured there would be no extensive wait, with ******, the receptionist, specifically stating the hospital was not busy and that I should come in at 9:00 a.m. Upon arrival, however, ****** ignored my visibly distressed state while engaging in a personal conversation, and ****** suffering from late-stage kidney disease, was left in further distress by the actions of your staff.

  Furthermore, the handling of *****s euthanasia lacked even the basic compassion one would expect. Dr. ***** failed to speak to me after asking why we were there, showed no empathy, and ultimately left the room without returning. ***** was left with an IV inserted, without any pain medication until I specifically requested it, worsening her discomfort and distress. Additionally, after the euthanasia, I was assured the attending doctor would return shortly, as ***** might defecate post-mortem. However, I was abandoned for 45 minutes, left covered in urine, and only after this distressing wait did **** return to retrieve *****.

  There was no "extensive discussion with the owner" as your response states, nor was there a compassionate attempt to address what happened. I spoke to ****** ******, *** assured me she would investigate, but I have yet to receive any follow-up or even an acknowledgment of the letter I provided detailing these issues.
  

  This complaint is not about money. However, I see no other path to seek justice for *****s undignified treatment and the avoidable trauma I endured. The process of reliving this day repeatedly as I seek accountability has only added to the grief and distress BluePearl caused.

  As such, I am formally requesting the following resolutions:

  -A full refund of the $331.32 euthanasia fee, as I do not believe *****s suffering was adequately respected or managed.
  -A reimbursement of the $400 cremation fee I incurred for *****.
  -A formal, written apology from ******, Dr. ***** *****, and the doctor *** performed the euthanasia but abandoned me afterward. If a written apology is refused, I request that these individuals undergo structured compassionate care training to ensure no other pet owner experiences this mistreatment.

  The insensitivity shown to ***** and me at BluePearl should not be dismissed with a broad, impersonal statement. If my requests are ignored, I am prepared to take further action, including contacting the local media or organizing a rally to bring attention to these issues. I trust the Better Business Bureau will hold BluePearl accountable for its response, and I urge BluePearl to reassess its approach to situations involving pet euthanasia and grieving pet owners.

  
  Sincerely,
  ******* J. *******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A Stressful, Dishonest Experience with Dr. ******* at Blue Pearl I recently adopted *****, a senior rescue cat who had undergone extensive testing prior to my adoption and was under my primary vet's care for his heart and kidney issues. Concerned about his health, my vet suggested he might need surgery on his ears, so I made the 3-hour drive to Blue Pearl, believing I was seeking a critical procedure, but it turned into a nightmare of unnecessary tests and massive bills.Dr. ******* told me from the start that ***** would need surgery, without even conducting a CT scan to confirm it first. I trusted his expertise and paid $10,800 upfront, believing that after years of dealing with itchy and inflamed ears, ***** would finally be able to live comfortably. I thought the procedure was the only option to provide him with a better quality of life. After keeping ***** overnightcausing us both significant stress3:30 pm the next day they called to say no surgery was needed. However, I was still billed $5,714.18 for a series of unnecessary tests that only make sense if surgery were going to happen. They even labeled a simple CT scan and ear exam as surgery on paper to justify the charges.When I questioned why these tests were done, I was spoken down to by the dermatologist and management, who offered no apology and continued to claim everything was necessaryeven though it clearly wasnt. They acted as though I should be grateful ***** wasnt having surgery, but the fact is, I never should have been told he needed surgery in the first place. My family and I endured days of anxiety, thinking I might receive a call that ***** died on the operating table, all for no reason. As a senior cat with pre-existing heart and kidney issues, subjecting him to unnecessary tests was reckless and cruel. .

  Business response

  09/30/2024

  Every one of our associates cares deeply for our pet community and wants nothing more than to provide the highest-level of care possible. While we do require compensation for the services we provide, we work incredibly hard to be as transparent regarding the fees associated with our care. The owner initially contacted our hospital team on 9.18.24. A full review of their concerns were reviewed by our leadership team and an extensive discussion with the owner was attempted on 9.27.24 to attempt to address any misunderstandings. From a medical standpoint, we feel that this case was handled very appropriately with the best possible recommendations and outcome for this patient.   We do appreciate that this whole process was stressful for this client, but appropriate recommendations were made and consented to.  Had we proceeded without the echocardiogram and/or pre-procedure fluids and treatments, when the patient could have gone into Congestive Heart Failure or acute kidney failure, not only would the owner be more upset, but her pet would be in a worse situation. Therefore, no refund was offered as the treatments were appropriate for the patient's conditions, as well as, consented to by the client.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Saturday, June 22, our dog ******** had surgery at ************* Emergency (owned by BluePearl) for a GI obstruction, and the surgery cost $4555.19. By Tuesday, June 25, ******** was presenting signs of infection. A small part of his incision was opening, and the vet flushed out the area and put in a staple. She did not change his antibiotics, but she took a culture of the infection. This cost $359.40. By Saturday, June 29th, ******** had to go back to the vet because his sutures were opening in multiple areas. A vet performed a revision surgery to flush out the infection, took another culture (despite not having the results for the first culture), and gave him a new antibiotic, which cost $2139.72. On Wednesday, July 3rd, we finally received the results of the first culture, which revealed ******** had an E. coli infection. The vet noted that E. coli is in feces, which either came from his intestines or f**** that were outside of his body. By the weekend, July 6, the incision was opening again, and signs of the infection persisted. When the vet spoke to us, she believed she would need to give him a tie-over bandage to help the infected area drain and heal the skin around it. She quoted $500 because she thought it would be a simple procedure and she wouldnt find more infection. However, during surgery, she noted that the infection persisted, and the liver and part of the intestines had adhered to the incision wall, which required further intervention. This revision cost $2433.47. We asked BluePearl for a refund of the revisions ($4932.59), and they conducted an internal review. They said medical negligence could not be proven; therefore, the charges were justified. Since the company conducts its own review, this provides no comfort. They need to take accountability for their medical practice and not charge pet parents for trial-and-error procedures on their pets. We still believe we are entitled to a refund.

  Business response

  08/15/2024

  Finnegans owners contacted the hospital team in early July to discuss concerns related to complications following the initial care of Finnegans wound. ********* case did require additional care/treatment due to the complex injury. Our medical director spoke with the family and discussed the aspects of medical care that is outside of anyones control and the teams dedication towards a positive treatment outcome. We provided several treatment options, discussed the risks involved with each and worked to provide the best chances for a full recovery. Finnegans owners also contacted our National Customer Experience team and a further review of their concerns occurred, with verification that there was no further medical care required thereafter. After reviewing the provided treatments, all with inherent risks and known complications, we have found support for the invoice totals and are unable to issue a refund. Respectfully,
  

  Customer response

  08/15/2024

   
  Complaint: 22073137
  
  I am rejecting this response because: as I noted, the business takes no accountability for the treatment provided and externalizes costs onto the pet parents. They conduct an internal review with a narrow scope that doesn't account for other scenarios, including incompetence. It is hard to conceive of another business continually charging a consumer for something they broke and neglected to fix until after three tries. It is an egregious way to do business and making excuses is unacceptable. 
  
  Sincerely,
  
  *************************

  Business response

  08/16/2024

  We respect that Finnegans owners have a different assessment of the medical treatment process. The statement of incompetence is unfounded,and no support of negligent medical care has been found. We therefore respectfully support the approved and provided medical care. The BluePearl team

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We brought our dog here on June 22nd because she hurt her back leg. After being there for 3 hours, they let us know that she fractured her back right leg, they showed us the xray and the long fracture in the picture and said she would need a splint for 6-8 weeks, 2 types of pain meds, and to come back in weekly for bandage changes. this visit cost a little over $1200. That is all fine. We go home. 2 days later on the 24th they called us and left a voicemail which I have saved, asking how ****** is and hoping she is doing well with her injury and just seeing if we need anything the day after that on the 25th of June they left another voicemail saying that the fracture was actually MISDIAGNOSED (the words used in the voicemail) and that she actually does not have an injury, how sorry they are, and could we please arrange to bring her back in for a removal of the cast because the cast could now be causing her damage wearing it without needing it on. So I called right back - no one could even remove it that day so we had to wait until the next day the 26th to bring her in to have it removed. I had asked on the phone on the 25th for a refund of the charges for the splint only and what was related to the misdiagnosed fracture and they said absolutely and that they would have the practice manager speak to us tomorrow (the 26th) this would have been roughly maybe $250 dollars - So we bring her in on the 26th - no practice manager in site. I have called everyday since that and finally reached the practice manager today July 2nd - who said in absolutely no way shape or form will they give me even a $1 back because the cast was preventative - I said preventative of what? She didnt have a fracture?! This is malpractice in my opinion - at the very basic level a vet should be able to read an xray and diagnose something. And then to take zero accountability or ownership after is just crazy

  Business response

  07/08/2024

  Our entire team is dedicated to the well-being of our pet community and committed to delivering the best possible care. Our leadership team reviewed the owner's experience and had an extensive discussion with the owner to address any misunderstandings. Due to miscommunications throughout, we offered the owner a refund.
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hospital provides you with a high estimate and low estimate of your procedures. So you agree to pay anything within that range. When we arrived, the cost was ~$1000 higher than the agreed upon high cost. This is a company lying to people about the cost of a service, performing more than described, and charging the consumer more. It is a scam and they are providing services that are not necessary, marking up drug costs, and are an ethically wrong business.

  Business response

  07/04/2024

  The patient was admitted to our Emergency department in June 2024 for complications arising from a chronic disease. Based on the patient's history and presentation, hospitalization and consultation with the internal medicine team were strongly recommended. In discussions with the owner, our team addressed the owner's financial concerns and presented different treatment options. We also discussed the risks associated with each option and collaborated with the owner to create a treatment plan that gives the patient the best chance for recovery. Unfortunately, the name of the person who filed this complaint is not in the medical record. Due to our privacy policy, we cannot discuss this complaint in detail. If the owner on record has any remaining concerns, we strongly encourage them to contact our hospital directly.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Context and Incident Summary 6/9/2024 BluePearl Veterinary Partners-Queens Staff Member: ******************************* Vulnerable Position: My 16-year-old cat, critically ill and attached to an IV, was behind a secured door and inaccessible to me.Initial Conflict: The staff member insisted on euthanasia. I requested a clinic stay and treatment to allow time for an informed decision.Staff Member's Response: She exhibited frustration when I requested an estimate and presented an outrageous estimate of $21,000 two hours later, seemingly to force euthanasia due to the inconvenience to her in providing my cat additional care. Questioning the Estimate: As a Nurse with substantial medical knowledge, I found the charges excessive and unnecessary. The staff member exhibited frustration and did not return.Request for Second Opinion: The receptionist informed me the staff member was the only vet available.Request for Return of Pet: When I went to reception to request my pet, the police arrived.Police Involvement Overwhelming ******************** officers were dispatched based on the staff member's false claims.Immediate Danger: The situation put me at risk of severe injury or death, given the history of police interactions with black individuals in similar contexts.Fear and Anxiety: I feared for my life and felt compelled to detail my professional and personal background to avoid racial profiling.Business Direct Liability Severe Understaffing: The staff member was the only vet on staff, resulting in a poor patient-to-provide ratio.Unattended Reception Area: Left unattended most of the time, making communication difficult. Long *********** Patients experienced unreasonably long wait times - hours. Inadequate Training: Lack of cultural competency training and respect for patients and family members was evident. Usury: The exorbitant estimate with unnecessary procedures attempted intimidation and exploitation.

  Business response

  06/27/2024

  ***** was brought to our Emergency Department on June 9, 2024, in critical condition. We provided an estimate for 1-3 days of intensive care hospitalization and discussed transferring the patient to another critical care facility for continuous care. We made every effort to provide the patient with the best chance for a full recovery. However, despite our recommendations, the owner declined and proposed a treatment plan that did not support the patient's needs. This resulted in a rapid escalation of the owner's behavior, prompting intervention by law enforcement. Ultimately, the owner decided to take the patient home against medical advice. Upon reviewing the authorizing documents and treatment provided, we stand by the BluePearl invoice totals and do not deem a refund warranted.

  Customer response

  06/28/2024

   
  Complaint: 21835314
  
  I am rejecting this response because: 
  
  IN RESPONSE TO: 
  "However, despite our recommendations, the owner declined and proposed a treatment plan that did not support the patient's needs. This resulted in a rapid escalation of the owner's behavior, prompting intervention by law enforcement."
  
  The RAPID ESCALATION of the owner's behavior is not a description. What was I accused of doing? The reason why this response is VAGUE is the company is doing exactly the same thing as their employee - victim blaming to take the ownness off of their responsibilities: morally, ethically, and professionally, with the intention of you racially profiling me. This is a fallacy ending in NO ACTION taken by law enforcement and NO FILING of any incident report; the police didn't even take my name!
  
  Law enforcement determined there was NO VIABLE THREAT based on the false 911 call provided by the vet, who insighted the situation by racially profiling me as a 'black woman' because she did not want to be BOTHERED with me as a consumer. 
  
  Moreover, without a criminal record, not even a parking ticket, the description of RAPID ESCALATION is completely out of character for me. I hold several Ivy League graduate degrees; I don't need to fight my battles with anything other than knowledge. 
  
  The vet's problem with me was my knowledge and education, as I identified myself as a Nurse and questioned her estimate and professional practice. This is when she stormed out of the room and called law enforcement. 
  
  I am within my right to question an estimate, which this business defines as RAPID ESCALATION. How convenient...  
  
  This business is in direct violation of not having any other staff working, which did not allow me to have a second opinion or to do my due diligence in making an informed decision to treat or euthanize my cat. Their lack of adequate staffing violates professional business practices and consumer protection laws. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my almost 15 year old cat Squash to Blue ***** because he was wobbly and not eating. Immediately I went to the front desk and the receptionist asked me if he was dead. Of course shocked I said no. At that money they called for a triage nurse and quoted 1k to get him back there. I said okay. Then they said 600 for CPR. All in a matter of 2 legit 2 minutes. I had to call my mother because I had her credit card. Another lady came while I was on the phone telling me that I need to make a decision now. Squash wasn't dead. I didn't need to spend *****. But the Dr came out and said he was really sick. She didn't know what was wrong because they didn't run tests yet. They came back with a 6k estimate for an overnight stay and blood work. I cannot afford that. I asked the lady to just do the blood work. That's it. Ended up paying 1100 and some change all together for the visit. His blood work came back and levels were high. I asked the Dr how **** did she think he had, she didn't know but she said take him to his regular vet on Monday. I left there at 7pm. On the paperwork she sent me through email, it said I took him against her orders which was a lie. He died 4 hours later at 11pm. I called blue ***** and brought him back and signed up for a private cremation to get his ashes and paw prints. 400 dollars. I waited for the call that he was ready to get picked up. But it didn't come. I called them yesterday 6/10 and the lady said she couldn't "find him on their log" and that she would call me when the lady who originally cashed me out came in. I got a call back 2 hours later and was told that they did a communal cremation with Squash and not a private one and that I can't have his ashes because he was cremated with other animals. This is utterly horrifying. I wrote a ****** review and received a generic response back with them forgetting to replace the word PET with his actual name. I never received a call from anyone after. They just left it defending their staff.

  Business response

  06/20/2024

  Squash presented at our Emergency Department on May 18, 2024, displaying difficulty walking and a wobbly gait. ******'s owner raised concerns regarding the hospital's service while speaking with the customer service supervisor. We are actively evaluating the customer's experience and have attempted to communicate with the owner directly.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 15.5 year old dog in on Saturday, April 13, 2024 unresponsive and couldn't walk. Staff immediately took him to get vitals and labs done. Dr. ****** met with me stating he could be saved, but I needed to do treatment she recommended x-rays, Ultrasound, IV fluids and Antibiotics and said estimated cost would be between $3,000-$4,500 otherwise if I didn't do this she would recommend euthanasia. I agreed to it because I didn't want to loose him. I said so you don't think he needs to be euthanasia and she said no again.After being at hospital in oxygen cage, fluids, etc Dr. called me stating she believed he was critical and he would not leave the hospital and was very sick. Why would she have told me he "could be saved" and then he still passed away and billed me $3,822.60 I don't know if this is the "routine" to convince people otherwise just to steal money from us exploited by greed. I am furious over this whole situation and believe I should be reimbursed. I don't have a problem paying for the cremation, but to have to pay for treatment when Dr clearly told me not once but twice he could be saved. She gave me and my family false hope.The video and picture attached is the condition he was brought in and the final outcome, my poor baby deceased.

  Business response

  04/30/2024

  Upon receipt of this complaint to our hospital, the medical and leadership teams began a review of ***** care and treatment. Jack  presented to our Emergency department non-responsive. The primary clinician and medical support team explained the patient's status and asked ****************** for authorization to initiate emergency care treatment. ****************** spoke with hospital leadership, who heard her concerns and explained the care provided and that while our doctors will do all they can to help our patients, in medicine no outcome can be guaranteed.   After reviewing the authorizing documents and provided treatment, we support the BluePearl invoice totals and do not feel a refund is owed.? As animal care providers and pet owners ourselves, we understand how complicated and painful the healing process can be and we are sorry that you have lost your beloved pet. We again offer ****************** our condolences.

  Customer response

  05/02/2024

   
  Complaint: 21600702
  
  I am rejecting this response because: Dr. ****** should have not told me twice that he could be saved.  

  I asked if she thought he should be euthanized and she told me NO he could be saved they'd reason why I proceeded with treatment. She said this was only way otherwise she would recommend euthanasia 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought a cat I had purchased from a homeless man to *************************************** on 01/28/24. I have paid $19,789.00 worth of surgery and services there so far. I have had several unrelated disturbing interactions:1. Each time I get ***** back from services, ***** was always extremely agitated and hissing. I was told she has a bad temperament, biting, scratching, and resisting sedation which required more sedation fees. The SAME services at TWO other vets: she comes back docile and normal.2. She has a new broken canine tooth, not there when I brought her in. She also suffered from head pain after her last service at BluePearl, 03-05-24. A squinty on the right eye for days, and rubbing her head into blankets a lot suddenly. As a chiropractor, I poked around as the behavior persisted, finding a badly misaligned jaw. I reduced the jaw misalignment with trigger point therapy, and the behavior stopped.3. I was told follow up x-rays of the bone breaks should be taken in 6 weeks. On the 5th week, I asked if they could be done early, and was told, "No, there is a reason why we do them at 6 weeks," which I FULLY accepted. However, upon pick up, they had done the x-rays, and **************** emailed me and told me the healing had not come along as well as hoped. I was told by another vet: that follow up x-rays are not to be done until the 8th week because healing will not show up before then. As I looked at my BluePearl records, indeed I see the itemized name for my 5 week x-rays were called "Radiology Progress--8 week." The cost, including Radiology review and "Imaging sedation" in total was $363.25 on 03-02-24.4. On 02-19-24, my assistant went for pick up. My assistant was handed ***** in carrier, covered in f**** In short, my assistant told me "They did not want to care,...nor did they" help, and was left to ask for wipes and a room to clean her.5. A splint was fitted poor. I cut to relieve. Went to another ER due to refusal to re-splint no charge. ER cost: $501.40

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my grandson and i brought our dog to be seen i sat in the lobby for hours i got here at approximately 830 pm didnt get an update at all i had to go to the desk and ask young lady sitting at the desk whats going on with my dog she oh are you talking about ****** i reply yes i notice that she was reading a book . if i didnt go up to the desk she not going to tell me anything it now145 and im still here waiting people came behind me and left and im still waiting NO COMMUNICATION

  Business response

  02/22/2024

  Every one of our associates cares deeply for our pet community and wants nothing more than to provide the highest-level of care possible.  As an emergency room we see a large variety of cases and must prioritize the cases based on patients' medical need.  We appreciate that our communication could have been better keeping the owner updated on the wait time.   A full review of their concerns was reviewed by our leadership team and while we understand the wait time was long, we follow a triage protocol to address the most critical patients first.   Our veterinarian performed a detailed exam and medications to address the acute needs of the patient's skin infection.  Our clinician shared detailed recommendations for follow up with a primary care veterinarian, as this patient has underlying health issues that would benefit from a relationship with a primary care veterinarian.  

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