ComplaintsforBluePearl Specialty + Emergency Pet Hospital

• 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.  

• 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.
  
  

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