ComplaintsforBluePearl Specialty + Emergency Pet Hospital

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog, Chino to Blue ***** in ********, **. On 8/26/23 because he couldn't breathe. He had been diagnosed with a heart murmur in December of 2022. I felt he should be put down & I couldn't see paying a large amount of $ for a very serious, untreatable health issue. ************************** proceeded to tell me I was a bad pet owner. She told me she would give the dog to someone else who would care for him. She also told me he had alot if life left in him & in so many words, said I was being cold & uncaring. I told her I didn't want him to suffer. He was diagnosed with congestive heart failure. I ended up paying the ******** lasted 3 weeks! He Suffered immensely during those 3 ********* had to take him to my vet to be put down on 9/15/23. I did call to complain but this office had closed. I talked to the Mgr of the Blue ***** in *********, **. She showed sympathy & said *************** was no longer working there. End if call.I've thought about it & feel I should be offered some monetary compensation for this total lack of concern or care for my dog or myself! $1218 for 3 weeks is an outrage & a poor way to get $$$

  Business response

  02/16/2024

  Every one of our associates cares deeply for our pet community and wants nothing more than to provide the highest level of care possible. This patient did not receive care at the facility in which the complaint has been made against. The owner contacted our hospital team on November 21, 2023, and spoke with our Hospital Administrator regarding the concerns for care provided at another facility.  A full review of her concerns was reviewed by our leadership team and an extensive discussion with the owner occurred in an attempt to address any misunderstandings. Unfortunately, she remains unsatisfied and has submitted a complaint against our Englewood hospital.
  
  

  Business response

  02/29/2024

  Every one of our associates cares deeply for our pet community and wants nothing more than to provide the highest level of care possible. This patient did not receive care at the facility in which the complaint has been made against. The owner contacted our hospital team on November 21, 2023, and spoke with our Hospital Administrator regarding the concerns for care provided at another facility.  A full review of her concerns was reviewed by our leadership team and an extensive discussion with the owner occurred in an attempt to address any misunderstandings. Unfortunately, she remains unsatisfied and has submitted a complaint against our Englewood hospital.
  
  

  Customer response

  03/01/2024

   
  Complaint: 21232888
  
  I am rejecting this response because: I feel I should be offered some kind of monetary compensation. As per the attached documents I paid $1218 to keep my dog alive for 3 extra weeks. He suffered tremendously during that time.Because I was coerced, guilt tripped, & bullied to give them the money instead of letting him go like I asked. Also, this occurred at one of their locations they closed but they should still be responsible for this horrendous treatment of me & my dog. They didn't care about me or my dog.

   

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

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/08/23 took my chihuahua ***** into BluePearl to check if all puppies had been delivered as she had all ready had 3. She was having slight contractions asked for an xray and possible medications to increase her contractions. Was informed that there was one huge puppy with a strong heartbeat of 200 bpm and ***** could not deliver it. Was given option of relinquishing *****, taking her home against medical advice or paying the higher end of the the $3000-$5000 deposit, After being told of the consequences of not having the c section i borrowed $5000 and paid them. Hazels surgery was uncomplicated and we went home. The puppy was not huge like they stated but the third largest of the litter. She had delivered larger puppies than the one delivered by c section. I believe the puppy could have been manually manipulated and drugs used to increase her contractions could have been used to avoid this procedure. I am requesting all of the money refunded for having an unnecessary procedure done on my dog which in turn created complications of future deliveries caused by the unethical practices. All after the all might dollar.

  Business response

  09/01/2023

  Here at BluePearl DSM, our associates care deeply for our pet community and want nothing more than to provide the highest level of care possible. Our team works incredibly hard to be as transparent with our fees as possible by providing estimates and/or treatment plans prior to service. ************************* presented to our hospital on August 8th, 2023, with her 1 yr. 5mo. old Chihuahua, *****. ***** was in labor and based on our medical judgment, was having difficulty and needed an emergency c-section. Before surgery, an estimate was provided to the client. The client consented to surgery, provided the requested deposit and our surgery team was called in for the emergency. A full review of *****'s concerns has been addressed with our operation and medical leadership team. Discussion with the owner was nonproductive. BluePearl did not offer a refund to this owner as all services were rendered and necessary.

  Customer response

  09/12/2023

   
  Complaint: 20550463
  
  I am rejecting this response because:  I presume BluePearl sends this generic reply out to every one that brings up issues with them.  I went there for an xray to check for any remaining puppies and walked out owing $5,000. This business has only one care and that is money. I was told a deposit was required before ***** would even be looked at. A deposit of $3000 to $5000 and was told I ether pay the $5000 or relinquish ***** to them or go home against medical advice. Being told all of the complications that could occur if i did. Of course I signed the contract who wouldn't. I wanted ***** and the only puppy left inside her to be ok. I was told the puppy was to large to pass through her pelvis but I have documented weights of each puppy after birth and that puppy was not the largest. They used terrible methods and scare tactics so I would obtain the $5000. I now owe my daughter that money and no longer have a relationship with her because of BluePearl. When i asked about manual manipulation and contraction inducing drugs I was told no. There was after all only one puppy and it was not in distress and neither was *****. My next position in this scenario is to file a complaint with the ****************** of ***************************************************************

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been more than one incidents I have had over the last three years when I brought in my dogs. The last incident was just this past July when I brought in a dog with a swelling under her eye. I was put in a room, and intake was taken by a nurse, and I was told to wait for a vet to come in. I waited for 45 min. and no one came in. Then the nurse came back and said there were no available vets that could see me. How could this be? I was charged 200 for an emergency visit, and I saw no one. Another incident was two years ago when I brought in a dog with a limp, and they immediately printed up an estimated for a CT Scan for 4 thousand dollars. I asked to see the vet who was ************ and he would not see me. I opted to do the test and I paid it. But I was never allowed to see the vet who later said nothing was showing up in the test. My question is this. WHERE ARE ALL THE ******* The last three years, there have been no vets according to what they told me. All i got to see where vet techs. If you are going to charge outrageous amounts of money, why cant the vet have the decency to come out and SPEAK to the patients family??

  Business response

  09/15/2023

  Each of our associates is passionate about our pet community and committed to providing the highest level of care. Due to the nature of the emergency service, medical professionals must prioritize patients with unstable and critical conditions. Our facility operates on a triage system, so patients not actively suffering from life-threatening illnesses can experience longer wait periods. While our doctors are constantly busy addressing incoming emergencies, every one of our educated medical professionals works hard to assess every patient promptly and support pet owners throughout their visit. Medical records show that the owner spoke with the veterinarians as appropriate on all occasions. The doctors discussed all possible treatments and provided detailed advice on the course of action. Finally, the doctors were always available to answer the client's questions or concerns.
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited emergency vet 7/13/23 for cat. Animal was not drinking, having trouble walking, and licking **** area a lot. The vet did blood work. We dont know what type of exam bc they dont do that in front of you. Two days later was informed he may have neurological issues and has elevated kidney numbers. A week later the cat had a seizure, on 8/23 the cat was licking and not pooping eating much or drinking so we took him to vet again. ****** 3 hours to see a vet even though we were the only people in the waiting room. At this point the cat had a visible large mass on ****. The vet we finally saw had been on duty for 15 hours she wanted to do X-rays and said he may have access that already ruptured. We had to ask for a cone for cat, we had to ask for fluids for cat. They did not ***** or pack the issue in ****. Sent us home with an antibiotic shot. And stool softener. I asked to speak with vet again bc I was dissatisfied with the information . At that point the receptionist told me after 3.5 hours that I could go elsewhere . We took the cat to another vet on 7/25. The vet informed us the cat had a worm issue which caused the abscess . The new vet washed area provided more information as to how this happened and said this was the main issue. My concern is the cat could have been treated well before we reached abscess stage. There is no way a vet could have missed this. I owe another 300 dollars to them. So after ****** to the emergency vet that created a whole host of issues I finally got it solved in one visit to a responsible vet practice for ******. People should be aware of the scam. Pets should be examined in front of owners. The owner listed the symptoms and all this vet wants to do is so expensive tests that dont treat tue symptoms. The desk staff was rude. The place was dirty. And my cat suffered unjustly because of lack of care. I want to be refunded the ****** and I am refusing to pay the second visit. I gladly paid the vet that offered care.

  Business response

  08/03/2023

  The patient presented to our Emergency department on July 13th, 2023 with acute history of disorientation and seemed as if he could not use his legs. The primary clinician discussed treatment recommendations and provided an estimate for care, which was approved. On July 15th, 2023 we called the client to discuss blood work results. At that time the owner expressed concern of neurological symptoms which we reminded the client of the doctors recommendation to seek follow up care with a veterinary Neurologist. The owner expressed her thanks for the follow up and information. 
  
  On July 23rd, 2023, the patient presented to our Emergency department this time for acute history of swelling of his right **** glad and straining to defecate. Rectal examination noted a ruptured **** gland with suspected abscess. The primary clinician discussed treatment options, recommended diagnostics, and provided an estimate for care. The owner approved subcutaneous fluids, injection for nausea, and antibiotic injection and declined diagnostics of blood work and radiographs.  
  
  After speaking with the doctor the owners expressed their dissatisfaction with the wait time, and care provided to the front desk. They requested to speak with the doctor again. The attending technician approached the owners in the waiting room to discuss their concerns but unfortunately, the owners responded with disparaging remarks and verbally abusive behavior toward our staff members. At that point, the owner was asked to refrain from speaking to our staff that way and due to the clients behavior,they were advised we would contact them for payment the following day when management was available.  
  
  Our local management and National Customer Experience team spoke with family members regarding their concerns and attempted to request further medical information to assess their claims. Unfortunately,a mutually respectful conversation did not occur during our calls with the client, and we were unable to evaluate a possible resolution. We will ensure the client has a full copy of her pets medical records so they may pursue future care at another facility of their choosing. Sincerely, the *************** team  

  Customer response

  09/14/2023

   
  Complaint: 20389711
  
  I am rejecting this response because:
  

   

  My apologies, I did not see the response from the vet.  I want to reopen my case. The vet DID not ever examine my pet in front of me.  This vet has several poor reviews that are true!!!! My cat did not just have the leg issue we told the vet several times that he was licking his **** area way more than usual.  I paid them ****** already.  I am disputing the last ****** bill.  The new vet I go to corrected the problem immediately. 

   

  Please advise. 

  Thank you

  ***************************

  Business response

  09/15/2023

  Our medical records provide the care and treatment performed by our medical team. Respectfully, **************** team

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4th my cat was suffering diarrhea and vomiting. I called the ********** Veterinary *************** for advice on what I should do, They recommended an immediate visit to a vet. CVRC recommended that I bring the cat in to a location in *********************, but the wait time would be 4 hours. CVRC recommended BluePearl. BluePearl was the closest to me. I asked not to be sent to a vet that would try to up-sale the situation and would treat the cat's immediate problem. I was assured the doctor on duty would treat the cat's immediate symptoms. I called BluePearl and described the situation and asked what the price was to TREAT THE CAT'S DIARRHEA AND VOMITING. The Price given was $165, and a wait time of 2 hours.I arrived and waited 2 hours in the lobby. I was put in what's called a "exam room". A tech, or someone I was led to believe was a tech, came in and asked to take the cat in another room. I told him I wanted to be with the cat since she is very anxious around people and animals. He took the cat in the back for 5 mins and came back. He told me it was very bad back there and the doctor would be there soon. I waited there for 4-5 more hours. I asked the receptionists several times when the cat would be seen. "Soon, second in line". After a shift change, I was going to leave, a "doctor" came in. She told me the cat had not been treated yet and it would cost $1000. I refused, she left saying a tech would come with an estimate for "out-care". They brought a bill of $365. I was told the whole visit with treatment was $165. They held the cat in the back until I "agreed" to pay it. They gave the cat fluids and gave me a bag of drugs with no instructions. They added $20 to the bill, it was refunded upon protest. I was told the business manager would call me. She called me the next day and advised I take the cat to a vet to get treated. She laughed at me when I asked why the bill was so much. A second call after she hung up on me I was given an "exam" report.

  Business response

  07/24/2023

  The patient presented to our Emergency department on July 4, 2023, with vomiting and intermittent diarrhea that had continued for a month. The primary clinician discussed the pet's condition and offered diagnostic treatment recommendations for the presenting symptoms - which the client declined to move forward with outpatient supportive care. The owner alerted our hospital staff to client service concerns throughout his visit and a follow-up discussion with the practice manager. After reviewing the authorized documents and treatment provided, we support the BluePearl invoice totals and do not feel a refund is owed.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my dog to the emergency vet hospital. She was misdiagnosed with an ulcer in her eye, when in fact it is not. I was charged $404 for the visit. I had to retake her to a different vet to actually have the problem diagnosed and given the proper medication.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dog, ****, was demonstrating a hunched profile with frequent spitting up of clear fluid. I brought her to local vet who performed **rays and stated that **** may have a bowel obstruction. They recommended that **** be transported to Blue ***** vet hospital in ******************. I brought **** that evening. We were initially placed in a room with actively leaking ceiling and water stains while **** was being assessed. The vet came in, stated that she had not reviewed ************** results yet but that she would provide iv fluids overnight and a ultrasound would be done in the morning. I was provided an estimate of $10,000 and required to pay before leaving. The next day an ultrasound was performed. I was told that **** had a bowel obstruction of an unknown foreign object, intestinal wall thickening, a structure and fluid in her uterus. Surgery was needed for bowel obstruction. Several hours later, received a call from the surgeon. Absolutely nothing was found wrong with **** during surgery.. no bowel obstruction, no structure, no wall thickening. They took 2 biopsies for no reason. A spay was performed for small amount of fluid in uterus. **** ended up getting an lieus from the unnecessary bowel surgery and had to have a tube placed down her nose and into her stomach to drain the fluid out. When I picked her up 2 days later, she had vomit all over her fur and smelled horrible. They tried to get me to pay $350.00 more at discharge. I refused. I have spoken to Medical Director and operation manager. Said they would investigate. It has been over a month with no return calls. I basically paid $10,000 dollars for nothing. They refuse to address the issue. Further, once the **ray was actually read by the radiologist from the local vet, it was noted NO abnormalities or bowel obstruction present. Why was this **ray not reviewed prior to surgery?!

  Business response

  07/18/2023

  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. A full review of ************' concerns were reviewed by our leadership team. There have been multiple communications between Ms. *** sand our Medical Director, but still no understanding or resolve. We will have an in-person meeting with ************ occurring on Wednesday July 26, 2023 (upon our Medical Director's return from leave) to attempt to address in detail the services provided for her pet to clear any further misunderstandings in hope to resolve ************' concerns.

  Customer response

  07/19/2023

   
  Complaint: 20229943
  
  I am rejecting this response because:

  The quality of care that my pet received at Blue ***** in ****************** was poor as outlined in my initial complaint. I brought my pet to BluePearl in good faith that they would provide services that were of good quality, professional, and with my pet at the center of their care decisions. Had my pet received adequate care, I would not be upset by the amount of money paid, but instead, would be very appreciative of the care that was provided. However, my pet did not receive any care that resolved or addressed the initial health concern because they misdiagnosed the illness, performed a surgery based upon that misdiagnosis and charged me $10,000 for their error. They tried to rationalize the mistake in their diagnosis by calling the surgery "exploratory" after they found nothing wrong with my dog. It was not an "exploratory" surgery.  In addition, a few more charges were added to my bill that were unwarranted and not authorized such as a CXR, biopsies that were performed for no reason other than "It is our normal practice to take biopsies even when we find nothing wrong" and nasogastric tube placement.  I have received 2 emails from the Medical Director in response to my concerns. His responses have been dismissive, defensive and without a willingness to acknowledge my concerns. Resolution has not been forthcoming. I have been willing to negotiate payment for some of the services that did not involve the misdiagnosis such as a spay, lab work, fluid and medications, but they are unwilling to discuss this issue since they already have 100% of my money.  Do not be fooled by their mission. Blue *****'s revenue for 2022 was 340 million dollars and their business model is set up for maximum profit. The pet parent is at a disadvantage because services are paid upfront before they are rendered. The only reason that a sit down meeting with them has been offered....2 months later, is because I wrote a letter to the President of Blue *****. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A year ago our dog hurt his CCL. We had a surgical consult at Blue ******************* (referred by our vet) on 3/18/2022 and discovered it was a 'partial' tear. We were told we could put down a $500 deposit towards the total of the surgery to get put on the waiting list.03/18/2022 BLUEPEARL ************** ********* We called Blue ***** a couple of months later, were told we were still on the list. Last Thursday my dog fully tore the CCL. ** put us on hold for an hour. "our notes say you would call in to schedule surgery, but call on Tuesday after the holiday and speak to your surgeon." we DID call. Tuesday, told we can get a consult 6/12. I asked what happened with the waitlist: 1. The person who managed the waitlist was gone and the waitlist had been worked through (congrats?) and 2. that when they took people off the waitlist, they called MULTIPLE TIMES. But sometimes, people don't answer the phone! Or return voicemail! I told her she reached me on my cell phone, the same one on file, and it has history of every time ** called me?? I absolutely was not contacted at all about this. **** said "I'm not saying that's what happened in this case, just saying sometimes people don't return calls..."if you can't help my dog, return my $500 deposit. **** told me it wasn't a deposit, it was all to pay for services rendered! We payed a ** employee a $500 deposit towards surgery, and now the surgeon coordinator is telling me 'that's not how we do it'. I said "how can you help my dog?" and she said "I'm trying to help you understand how we bill TPLO surgery." - describes their priorities perfectly. She did not offer any concrete help or even an apology for ** dropping the ball on this. If they had not let us slip through the cracks a year ago, my dog would not be in this position. **** said she would have her supervisor call me. That was yesterday afternoon. I have certainly not received a call from *****, the Practice Manager.

  Business response

  06/06/2023

  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 contacted our hospital team on 6/1/2023. A full review of her concerns were reviewed by our leadership team and an extensive discussion with the owner occurred to attempt to address any misunderstandings. As we explained to the owner, we did not take a deposit for her pet being on a waitlist and any fees paid were only for services rendered during that appointment that day.  We offered the owner a partial refund for bloodwork performed in preparation of the procedure that was not performed. This refund was agreed upon and provided directly to the owner. We were under the impression this matter was settled.  

  Customer response

  06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dog was taken to ************** Hospital in *********, ** as ************ was unable to address this due to the complexity and emergent nature of the health problem. My pet was critically ill. Blue ***** advertises itself as a 24/7 emergency vet hospital yet in my experience that is false advertising. They do not have a lab capable of processing all necessary blood work for the appropirate diagnosis and treatment of the animal. Also my pet was admitted to their hospital via the Emergency room and was placed in their ICU for what my husband and I thought was a critical level of care. Through Medical records we obtained from Blue ***** it's apparent that my pet, although having a life threatening condition was treated as if she just had a minor medical issue as she was placed under the care of ******** Medicine rather than under the care of a Criticalist Vet. Also it was not disclosed to ** that my pet's care was placed under a 1st year vet Resident. I myself am a Registered Nurse and know that 1st year vets do not have a whole lot of experience even if they are being supervised by an attending doctor. ********** tried to blame this on ** as they had my husband sign a form that they said included that my pet was under ******** Medicine. Now my pet was in distress and when a paper is shoved in front of you when you've just rushed your pet to an ER one is not in a position to think about reading a paper as if they are a lawyer. This form was signed under duress so that means it was not informed consent. Also I feel the whole euthanasia procedure could have been handled more sensitively. We were not taken to a private area to say our goodbyes to our pet and the 1st thing they asked for was payment before doing the procedure. Also while saying goodbye to our pet this resident kept asking if we were ready as if we were wasting her time and my pet was just an inconvenience at this point. They should not be able to advertise as being a 24/7 fully equipped hospital.

  Business response

  06/05/2023

  Every one of our associates cares deeply for our pet community and wants nothing more than to provide the highest-level of care possible. Our staff has always remained dedicated to providing transparent and honest information about the care and services we are able to provide.  We again offer our deepest condolences to *****'s owners for the loss of their beloved pet. The owners contacted our hospital and our leadership team reviewed their concerns. An extensive discussion with the owner occurred to attempt to address these concerns, unfortunately, she remained unsatisfied. 

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business bullied my wife into leaving her dog overnight and was overcharged for the service to the cost of ******* for a one night stay. they hydrated him and administered a few medications. We were quoted 6000.00-9000.00 to treat our dog fully. We were going to put him down because of this. We went to his regular dr. *** next day and we started treatment for quotes of 400.00-800.00 we are currently having our pet treated and not put down. We went through h*** thinking we were going to have to put him down because of these people who are taking advantage of people because their pets need assistance after hours.. I understand having to pay a little more but this is ridiculous.

  Business response

  04/13/2023

  ****** presented to our emergency department on April 5th, 2023, for diabetic ketoacidosis, vomiting and diarrhea. Due to the severity of ******'s case, quality of life was discussed but the ***** elected to continue care. An estimate was presented for hospitalization with the emergency service and continued care by our Internal Medicine team. Hospitalization with IV fluid and antibiotic therapy as well as insulin regulation and supportive care as indicated was provided overnight. The ***** opted to transfer care back to their primary care veterinarian on April 6th, 2023 for further evaluation and quality of life discussion.  On April 7th, 2023 the ***** contacted the hospital via an online submission form to express their concern with the cost of services provided to ****** while in our care. This concern was escalated to hospital leadership, who reviewed all medical documents and charges from ******'s 4/5/23 - 4/6/23 visit. Upon review, it was noted that certain charges were inadvertently duplicated when entered resulting in a small refund. The leadership team then reached out to the ***** to address the concerns and notify them of the refund. During that discussion, Mrs. *** relayed that ****** was doing well, she was thankful for the follow-up, and expressed that there were no additional concerns. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩