Complaints

This profile includes complaints for BluePearl Specialty + Emergency Pet Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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BluePearl Specialty + Emergency Pet Hospital has 31 locations, listed below.

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• 

  BluePearl Specialty + Emergency Pet Hospital

  2950 Busch Lake Blvd Tampa, FL 33614-1859

• 

  BluePearl Specialty + Emergency Pet Hospital

  4701 Ulmerton Rd Ste 500 Clearwater, FL 33762-4124

• 

  BluePearl Specialty + Emergency Pet Hospital

  7414 S Tamiami Trl Sarasota, FL 34231-7006

• 

  Blue Pearl Veterinary Partners

  1425 Michigan St NE STE F Grand Rapids, MI 49503-2027

• 

  BluePearl Pet Hospital

  2010 Cabot Blvd. W Ste D Hulmeville, PA 19047-2451

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Performed surgery on a broken femur, the dog is in severe pain and they refuse to find a solution and make it right. They just continue to bill more and more with no answers

  Business Response

  Date: 03/28/2025

  Upon receipt of this client's BBB complaint, the hospital's medical and leadership team initiated a review of this pet's care and treatment to date. Our records indicate that there are two clients associated with this pet, and our team has been in frequent contact with the alternate owner on file to address concerns associated with their recovery from surgery. Sincerely, The BluePearl Pet Hospital team

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT TAKE YOUR PET HERE PLEASE!!!!!!They almost put my cat to sleep after informing he is doing better. They misdiagnosed my cat after two days of treatment in the hospital. Something could go wrong with his brain and informed me that my cat had failed to wake up from his sedation. The doctor discussed with me about keeping him in the hospital but it's gonna take up to $8000-10000 after already spending $4000-5000, and there are chances of his not waking up or another option is put him to sleep, He had feline lower urinary diseases, which mostly happened to male cats and this is very common sense, what can i say? So unprofessional and not caring, They also over charged the bill, called them for refund, i got 600 back and thats it. I thought my cat was dying and I was crying and I decided to bring him home. After a few hours at home he wakes up by himself and is looking for food and water, so I bring him to PASE ER. They told me he is doing very badly but they can definitely save him, he will be fine. They send me pictures every hour and call to update the condition, his in PASE for two days and get out healing. If i listen to the doctor in BLUEPEARL he will be gone forever. How crazy is this? I try to communicate with the manager in BLUEPEARL to get my money back, and the manager says if I decide to leave my cat in their hospital he will get better. They refuse to take any responsibility for their misdiagnosis, and I almost lost my family, they don't care at all. So don't go to them for help, they just want your money and don't care about anything else.

  Business Response

  Date: 03/12/2025

  Milk Cap presented to our Emergency department on Feb 9, 2025, initially unable to urinate. The primary clinician provided treatment recommendation options and the clients opted to move forward with a conservative option at that time. The client returned with Milk cap on Feb ******* due to him not being able to urinate again, which was discussed at her initial visit as a possibility due to her pets illness.Our team quickly treated Milk **** severe condition, discussed treatment options and updated the client on his condition.  Ms. ** requested Milk Cap be discharged into their care?and our medical team began to facilitate discharge. Milk Cap's owners alerted our hospital of concerns through online reviews and?a discussion with the medical director.?Milk **** care and case were discussed with Ms. ** in detail as well as review of the medical records from the ********************** that provided further care. While we understand the client remains unsatisfied, the medical care provided was appropriate and associated charges supported. Respectfully, The BluePearl Pet Hospital.

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary:I am writing in regards to the recent unprofessional & egregious experience we received at Blue Pearl ****** Hospital in *********, ******** during a routine bloodwork *** (Complete Blood Count) appointment that we were told should have taken only 10-minutes, but which turned into a 45-minute plus unpleasant ordeal, and, most importantly, the required bloodwork WAS NOT completed for our elderly, sick dogs chemotherapy monitoring. To complicate matters further, the ***************** Manager (****) abruptly and rudely told us she is terminating *********** services for our dog & for us to go elsewhere after we spent over $5000 at your hospital; requiring us to seek new oncologists to administer necessary chemotherapy for our sick, beloved dog, which will have to be done within a week since there is a 2-week window between chemotherapy infusions. This is a massive inconvenience & an especially dangerous situation, as it will be very difficult to find a new veterinarian oncologist to administer Codys Vinblastine chemotherapy within a week, as if given outside that timeframe, the drug is not as effective at killing Codys tumor. I am requesting the *** be conducted for the promised $200 or compensation/reimbursement be given for taking **** to another animal hospital to have the bloodwork done.Please see the attached document for a full correspondence of the events that transpired at your Blue Pearl ****** Hospital.

  Business Response

  Date: 01/15/2025

  First, I want to sincerely apologize for the distress and frustration you may have experienced during your recent visit to BluePearl Pet Hospital. We understand how challenging it can be to care for a beloved pet, especially one with health concerns, and we regret that we may not have met your expectations.
  We take all feedback seriously and are committed to addressing the issues raised. Based on our internal review, it appears there may have been some miscommunication regarding the costs associated with the services to be provided. We strive to be transparent with all of our clients about fees.
  Regarding your experience with the Office Manager, we regret you felt treated with anything less than professionalism and respect. We will continue to focus on ensuring all clients are treated with the utmost care and empathy.
  As for your concerns about the lack of timely chemotherapy, we understand how urgent this is, and we want to ensure your dog receives the care he needs. We will gladly assist in providing records to help facilitate a smooth transition to a new oncology practice. Please feel free to contact our office directly at ********************************** so we can help make this transition as seamless as possible.
  We deeply care about the well-being of our patients and their families, and your feedback will help us improve our services.  Thank you for taking the time to share your thoughts.
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22795571
  
  I am rejecting this response, and per the advice of my attorney, we are requested a complete refund for all services performed at the Blue Pearl ****** Hospital in *********, ******** due to a) the incorrect dosage of ****** chemotherapy being administrated to him to treat his prostate cancer (as according to *********** veterinarian oncologist colleague, the dosage of Vinblastine was too low to be effective for ****** cancer due to his size), and b) in addition, there was a breach of contract by ********** in abruptly and without due cause in cancelling ****** chemotherapy cycles, as we agreed upon 6 chemotherapy sessions total at Blue Pearl every 2-weeks, and c) we are also requesting full financial compensation for future chemotherapy sessions at a separate animal hospital due to the aforementioned improper dosage of chemotherapy being administration and breach of contract by Blue Pearl ****** Hospital.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/31/2025

  We have reviewed the additional response from the client and reached out directly to advise on the required next steps. We strive to ensure all medical care concerns are properly assessed. Sincerely, BluePearl 

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22795571
  
  I am rejecting this response on the advice of my legal counsel, ****** ******* of ******* Counsel, PLLC and ******* ******* of ***************************, as ********************** adjuster claim with Zurich, has yet to be finalized and we are keeping this BBB compliant until a satisfactory legal & financial resolution has been attained.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/13/2025

  As our client has been made aware of next steps and provided information for their point of contact moving forward, we do not believe any further details are available for this BBB complaint. The client's concerns will be assessed by the appropriate veterinary parties. Respectfully, 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22795571
  
  As stated in the last correspondence, I am respectfully rejecting this response on the advice of my legal team due to the seriousness and egregious nature of the allegations, including alleged malpractice, failure to provide/duty to care, animal cruelty and misdiagnosis, which allegedly greatly contributed to the suffering, harm, and early death of our beloved dog.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took dog to emergency vet. Received 10 different invoices. Decided to euthanize dog. Was talked into doing a surgery by ** ***** that was typically successful and that the ** would make sure it didnt go over $6000. After surgery at 6 pm we were told by ** ***** our total was $4900 for the days he was there so far, the surgery, and for him to stay overnight to be monitored. We called at 7 am for an update on picking him up and didnt get a call back for 2 hrs. At 9 am we were told our bill was $6000 and if we wanted him to stay for monitoring til the afternoon it would be $700, which I approved but also questioned how it was $6000 when we were told $4900. Then at 10 am after questioning how it jumped and while waiting for Calls back from the ****** and a manager, we were told it was now $6500 and would be $7700 if he stayed til end of day (how much longer after afternoon is end of day) they said sorry we mustve sent a wrong invoice not sure why she emailed that, we dont know why its changed. You cant hold us to something another ** said then told us to come pick up our dog and hes fine all of a sudden because they dont want to deal with explaining these costs that nobody could explain

  Business Response

  Date: 01/06/2025

  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 as possible regarding the fees associated with our care. The owner contacted our hospital team on January 3, 2025 with concerns about the bill,which were reviewed by our leadership team and found to be correct. A copy of the estimate that was signed by the owner was provided. All fees billed were for services rendered in the best interest of the pet. 
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22762272
  
  I am rejecting this response because:
  That invoice does not show that I signed it. We had a verbal conversation with Dr ***** at 5:43 PM on 1/2 stating that for our 2 day visit, surgery, and the overnight stay after surgery it would be $4900 and that if any complications arose in the morning we had $1382 of our deposit remaining to cover that. She was pleased to inform us of that as we had previously said on 1/1 that we could not afford the original almost $10000 estimate. Between 7-11 am on 1/3 we went back & forth with management and the new ** on call on the total all of a sudden being already at $6200 before our scheduled check in/pickup time instead of $4900. We then also paid an Additional $260 for him to stay for a couple extra hours on top of the new charges. Find attached the last invoice I had signed (that actually shows a signature) which is not the same as the one they just sent you guys. It is not our fault if they seem to be completely unorganized and cant keep track of their conversations and invoices. This is our 4th time at this facility and we have never had an issue like this which is why I insist something is not right. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/08/2025

  We understand the complex nature of medical emergencies and the unique processes that are required to ensure owner approval for the care and treatment. Our records show a signed estimate with an approved range of $5,901.26 to $6,981.26, dated January 2, 2025. Our records also note a conversation on January 3, 2025, discussing the patient's condition and care administered so far, with the invoice at approximately $6200 and anticipating additional charges of at least $700 for care into the afternoon and it was elected to take the pet home. The final invoice was below the high end of the estimate. For this reason, a refund of fees has not been found to be warranted. 

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22762272
  
  I am rejecting this response because:
  In the same breath as you guys holding me to a verbal conversation that the price will be $6200. The day before my husband and I were both on the phone with a verbal conversation at 6 pm staying it would be $4900 for his care leading into the morning. 
  please do what is right here. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my dog in for a stomach bug due to excessive vomiting and not wanting to eat. He had throw up all over his mouth, I was worried to say the least. I ended up admitting him to the hospital. He is doing much better now thank god the doctors were knowledgeable. The problem I had was two fold, I visited him three times over a 48 hour period. Once when I picked dropped him off up, once to visit him, and finally to pick him back up. Each time he had hard crusted vomit in the fur under his chin, a symptom of his illness no doubt. This signals to me that they did not once clean the bacteria infected vomit from his IG sickness off his mouth. Secondly, When I picked him up he ****** all over the lobby, and continued to pee all the way down the sidewalk of the building and by the time I got him to the actual grass 200 feet from where he started peeing, he finally stopped. I had my mother call the location and ask why he did this worried it was due to his continue, and they said according to his documents he hadn't been walked in the last 5 hours and 45 minutes so not to worry it wasn't from his intestinal problem. This is unacceptable especially when I am paying $3,000 to get him the best care in the area. I understand if this was a free clinic or a ********** area. But If I'm giving the equivalent to an ounce of gold to a business my animal should be treated likewise.

• Initial Complaint

  Date:10/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.