ComplaintsforBluePearl Specialty + Emergency Pet Hospital

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/22/23, I took my dog to BluePearl ***********************************************************************************************. I only received the invoice after that visit. My pet insurance tried to contact and request for the full medical record, but no response. I also tried to call and email to request for a full medical record. It's been a month and still NO RESPONSE AT ALL.

  Business response

  04/05/2023

  Upon receipt of this clients BBB complaint, the hospitals leadership team began a review of this clients experience.  We have responded directly to the client and medical records were sent as requested on 3/27/2023.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first time we went was on 2/13/23 We paid approximately $600 dollars They advised they would see our dog who had been seen by another vet and they asked us to go to this place.The nature of dispute is that our doctor didn't work for 5 or 6 days and no one could do anything for our dog. The time that had passed would have been vital to her living had she been able to start the medicine. But somehow there was no way for any other doctor there to provide us anything. I guess we will never know but as well the day we made the painful decision to put her down we called and let them know. We didn't want any communication after this because any test information would not change that she was no longer with us. Not two hours after we came home we got yet another call I advised we had to put our dog to sleep. The lady calling said she'd talk to the vet whenever he finally came in to work and he'd let us know if he had any ideas. I wasn't real sure what a vet would do for a dog that was no longer alive.There isn't anything for the company to resolve the dogs dead now. I would like reimbursed for money spent there. if they aren't able to get back to us and help out with getting meds or answers than what is the point in being a emergency vet hospital. No dog in good health is going to go to the doctor especially one that expensive if there dog isn't in very bad health.

  Business response

  03/22/2023

  ****** presented to our **************************** on Monday, February 13th for a consultation to investigate a history of weight loss. Harley was triaged (assessed for a medical level of urgency) and vitals were found to be within normal limits. Testing was approved by the owner and sent to an outside laboratory. Our Emergency department was available 24/7 for any concerns pending results. The clients chose to be seen at another facility, and this BBB notice is the first contact regarding the clients concerns. After reviewing the concerns provided, we find no negligence and do not support payment of care/treatment. We again wish to offer our deepest condolences for the familys loss. Sincerely

  Customer response

  03/22/2023

   
  Complaint: 19622950
  
  I am rejecting this response because: she was not allowed to receive medicine on account of only 1 doctor who wasn't in could prescribe it to her. The 24/7 is not valid, I had asked about the medicine. Came in with samples waited a hour to talk to someone, only to find out they wouldn't couldn't give her meds.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm requesting to be contacted in regards to a bill dispute over my dog ******, who died at 10 after the negligent and unmindful care by Dr. *************************** at the Blue ****** ************** Animal hospital. I will explain further details once contacted, but to summarize, my dog died within 30 minutes of being administered aggressive drugs prescribed by ****************, who never once gave my wife the option to keep the dog overnight to see how he may react, and never warned her of sudden death. If this lack of care did not shock the conscious enough, the medical staff response was just as jarring. I requested a refund of my over $1,000 visit, due to its lack of ability to detect, help, or fosters my dog's health, in fact it killed him. After being told I would receive a call on the matter, over 24 hours expired before ******************************** who identified herself as a managing Doctor, called me. Immediately, ************* began a very condescending dialogue on how my dog died. She said she based her diagnosis solely on her opinion, and with consultation with the negligent ****************. She instructed me she would not refund our visit. I believe Blue ***** is acting in bad faith, as the medication prescribed only killed the dog within minutes, leaving the rest of the cost not needed and useless. Bluepearl should be guided by medical ethics and empathy on this matter. I'm seeking relief on the bill charge from Bluepearl for unused medication, misdiagnosis, and services that do not rise to the value of the cost. To be charged full value would shock the conscious and violate basic tenants of contract law. I paid for a service that was not completed.In order to better understand my concerns I'm requesting a phone call back on this matter. My contact info is listed below. Thank you for your assistance on this matter. Associated bills have not yet been supplied by Bluepearl, but throughout this dispute will be produced.

  Business response

  03/21/2023

  BluePearl's Customer Experience team has spoken directly with our client and discussed the necessary next steps to further evaluate the concerns provided. Sincerely, The Customer Experience Team

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my sons companion dog to get checked out, the Drs said they werent sure what was wrong and I had to return multiple days in a row. They said his spleen was fine and not cancerous. I ended up having to take him for a MRI and was told it was cancerous. I paid lots of money to them to have to keep going back for a week in a row and for them to say they didnt know what was wrong. They ran up the bills with having to keep going back.

  Business response

  03/14/2023

  ***** presented to our Emergency department on January 3rd with hind limb weakness and concerns about his spine. The primary clinician provided diagnostic recommendations for ***** that included additional imaging, a fluid cytology of the joints, other bloodwork diagnostics and the possibility of an *** to diagnose the cause of *****s lameness. *****s owner authorized initial diagnostics with labwork. The results found no indication of cancer or other disease. Without a definitive answer, ****** owner then opted to move forward with the *** on ***** and he was diagnosed with aggressive lesions and masses on the thoracic spine and spleen. ****** owner has not contacted the hospital directly with any of these client service concerns. We provided several treatment plan options knowing that if we did not discover a definitive answer, the owner could opt to move to the next set of diagnostics. Our team discussed the risks involved with each option and worked to provide ***** with the best chances for a full recovery. After reviewing the authorizing documents and provided treatment, we support the BluePearl invoice totals and do not feel a refund is owed.

  Customer response

  03/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had to bring him in 4 different times based on the confidence of the staff being able to diagnose what was wrong. They also claim the did a biopsy of the spleen which came back that there was no cancer, according to the *** and doctor of same this is not accurate, the spleen was cancerous. If based on the first appointment they were not able to determine a diagnosis they should have referred to *** and not dragged it on charging me for multiple additional visits and putting him through more than he needed to go through. They can review the multiple days and charges along with the fact they gave me false information saying his spleen was fine and not cancerous when that was not the fact and reimburse on same or I can turn over all the information to the news channel after I post for any others that have had similar situations with them in order to show multiple acts of negligence and bad/wrong diagnoses.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 2/23/23 I took my dog to BluePearl ********** after he was bitten and injured by another dog. My dog was seen immediately upon arrival (for which I'm grateful), however that's the end of the good things I can say about BluePearl. ********************************* inspected my dog for bite marks and found none, she said. Regarding his injured back leg, she said she can't tell what the problem is without x-rays. The proposed treatment plan (attached) ranged from $1200-$1600 for x-rays.This treatment plan is a shameful and distasteful attempt to pray on desperate pet owners. It includes $500!!! worth of x-rays, $200 for x-rays to be reviewed by outside "specialist", $427 blood work (why? when all I need is an x-ray?). I left without getting the "treatment" and therefore without a diagnostic. I paid $300 for doctor ******* and pain medication. 1) Doctor's notes emailed to me have errors such as the side of his injuries and previous conditions.2) When I got home I observed a huge and very visible bruise/injury on my pet's belly which obviously the doctor missed (attached photo). I called the hospital to tell them.In contrast, two days later I was seen by my vet and given 1) a *******ation, 2) additional pain meds, and 3) laser treatment for bruising, swelling for a total of $103. My vet determined the leg is not broken without the need for x-rays, and also eliminated internal bleeding without additional procedures.Overall a horrible experience of price gouging and disregard for the veterinarian's oath to practice with dignity for "the protection of animal health and welfare, the prevention and relief of animal suffering. " I took my badly injured pet there and no treatment or relief was offered unless I had agreed to the $1100 - $1600 xray cost. Not to mention that a huge and very visible injury was not even mentioned/noticed by the vet.I'm requesting the refund of the $164 *******ation fee.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Make sure ************ does not do this to other animals

  Business response

  02/22/2023

  Our medical and leadership team has been in communication with our client since early February in regard to their medical care concerns.Our latest conversation was earlier today and we remain available to our client. Sincerely, The ****** team

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Blue ******* ******** ********** location. I came in on 1/3/2023.My 2 year old Border Collie mix was having a severe allergic reaction and the itch she was experiencing was so intense she was causing trauma to herself. I let them know upon arrival that I did not have a primary vet because I take care of all vaccinations and flea/ tick prevention via Vetco clinics.I let them know my financial situation and that I did not have money at the moment ( especially after the cost of this visit to the *** for an appointment to establish a primary somewhere else. I also let them know that this has happened in the past and the only thing that has successfully worked has been a 14 day prescription of Keflex and Apoquel. They did not have Apoquel in house ( Anti itch medicine) but they did have Keflex and sent me home with a 14 day prescription of that and they told me that the Apoquel would be called into my pharmacy the next day. The Apoquel was never called into my pharmacy and I called them daily for the NEXT WEEK until they emailed me a prescription ( my pharmacy does not accept emailed copies) and the emailed prescription was for 4, 16 MG pills. The prescription was written by a vet who has never examined my animal and the dosage was incorrect, thus jeopardizing my pets health.It is against the law in **************** for any Veterinarian to prescribe medicine for an animal they have never examined. Per the *** and the dosage requirement information located directly on the Apoquel website, in order for Apoquel to effectively work, the medicine must be dispersed at first for a minimum of 14 days. Depending on your pet's weight,the dosage for my pet should have been 8 mg every 12 hours for the first 14 days. I was given a prescription for 4, 16mg, 8 mgs taken every 24 hours. When I called and let them know I had been given the incorrect dosage, I was told that they had prescribed me that dosage because they thought," she was currently taking it from another provider and they were just giving me enough to tide me over until I could get her into a primary vet". Blue ******* policies online specifically say that they, " DO NOT provide refills on prescriptions written by other providers".Again I explained that she WAS NOT currently on Apoquel, the last time had been 7 months ago and that she DID NOT have a primary. We are talking about an anti inflammatory/ anti itch relief medication here. The health and wellbeing of my suffering animal is the absolute last priority of this clinic.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolute trash facility. If you go here your pet will be dismissed and probably die. My husband brought our dog here when our primary vet was closed due to the holidays. Our dog was lethargic and super out of it. They took him to the back and said he would be examined in 2 hours. 5 hours go by and the vet would not prioritize our dog. My husband ended up taking our dog back after they had him in a crate and ill. We also found out our dog threw up all over himself and they didnt find that along with his behavior alarming and said it would be another 2 hours to see the vet. During this time you also cant leave even to grab a water or food. Ultimately we brought our dog to animal medical and surgical in **********. They saw how sick our dog was and immediately expedited him to the vet. He was diagnosed with acute pancreatitis and is now in the hospital overnight trying to recover. The vet mentioned it was good we brought our dog to another hospital since he is super sick. I wish we were taken seriously so he could have been examined and admitted earlier. Praying my dog recovers.They are a pet hospital and dismissed us. My pets health worsened severely. I want them to pay for the hospitalization and testing because they allowed my dog to worsen and let him sit in a crate in his vomit. Hes in the hospital trying to recover.

  Business response

  01/24/2023

  The patient presented to our Emergency department on December 29th with a history of acting strangely. The patient was triaged (assessed for a medical level of urgency) and vitals were found to be within normal limits. The pet owners alerted our hospital of service concerns through a complaint with the BBB The clients chose to leave to be seen at another facility and after reviewing the concerns provided, we find no negligence and do not support payment of care/treatment. Sincerely, The Hospital team

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our dog in for pain and lethargy after another ER Vet had found a mass on his spleen/liver. We were referred by the previous ER Vet to have a mass reassessed by an internist. When our dog failed eat on Sunday morning, we contacted BluePearl to get him looked at again.We explained that we were concerned about him being in "prayer position" for extended periods of time, he wasn't eating, and he was very lethargic. We were not put in an exam room, and in the middle of a waiting area **************** told us our dog was walking around "just fine" and even showed us video, that he was "fat" and "overweight", confirmed the mass via ultrasound, gave us worst case cancer scenario (which we asked for) and told that she doesn't do thorough ultrasounds as it is not her field, and to schedule with ******************. We scheduled an appointment for December 28th, the earliest available appointment. When we reiterated our concern about the mass, we were told "I mean you can hospitalize him, but it is going to cost you $2500 a day..." Our dog was then diagnosed with a back injury, discharged with pain pills and anti-nausea medication.The following day (Monday) he had deteriorated,. He was put copious amounts of pain pills. We contacted ** and asked for a call back because we needed him to get urgent care or we needed to discuss putting him down. To date, (Thursday) we still have not received a call back.We contacted a surgeon. His office needed authorization to conduct a CT scan, but could get us in within a matter of days. **, twice DENIED authorization stating they could do a CT scan at their office - this was not offered as an option at our visit.He was misdiagnosed, no diagnostic tests performed and he did not have a back injury, but an abscess on his abdomen and sepsis. To add further insult, when googling this type of abscess, we were directed to **'s website, which lists all the symptoms of thus abscess, and our dog had almost every symptom.

  Business response

  01/06/2023

  ***** presented to our Emergency department with difficulty walking and back pain. ******* owners alerted our hospital of service concerns through a discussion with the practice manager and medical director. After reviewing all available information, we support the medical care and treatment provided. We have contacted the client and attempted to reach a resolution and are awaiting follow up from the client. Sincerely, The BluePearl Hospital team 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two weeks ago, my dog was referred to Blue ***** for overnight monitoring with a severe pneumonia. He was there to be monitored during the night -- that's it. During the course of his stay, a veterinary technician negligently entered his weight as pounds when it should have been kilograms. Accordingly, the medicine they gave my dog was for a dog significantly larger than him (15 kg v. 34 kg). It caused him to have a seizure -- the first he's ever had. After we learned about the seizure, we spent all night believing that our sweet dog was about to pass and preparing for same. It took Blue ***** 9 hours to tell us what really happened -- and that it was entirely their fault. During the discharge process, we were stuck with the entire bill and no apology for the hospital's error. When we asked to speak with a manager, she was rude, condescending, and told us "well at least we didn't charge you for the medicine we [mistakenly] gave him." During the entire time, Blue ***** refused to let us see our dog. We eventually were able to see him and were promised that a different manager would follow up with us on Monday -- two days later. She was supposed to "make this right" for us. It's now been 14 full days since we deposited our dog in Blue *****'s care. We have made several calls to the facility only to find that the people we need to speak with "need time to look into it" or "aren't here on certain days."

  Business response

  12/20/2022

  Our medical and leadership team has spoken with our client on December 6th and discussed the concerns shared in the BBB complaint. We remain available if our client has remaining concerns.Respectfully, The ****************** Hospital team 

  Customer response

  12/20/2022

   
  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,
  
  *************************

*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. ↩