ComplaintsforBluePearl Specialty + Emergency Pet Hospital

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello see the problem I had was with the service I received on Monday. My puppy got injured from getting bit by another dog and I brought him in to the blue pearl clearwater hospital seeking for help for my dear puppy! Not only did I not receive that help but my puppy was forced to sit in a room for about 2 hours while the had me waiting in the waiting room saying they would help me in just a second numerous times, but also when they finally did come to help me they didn't they me anything that I could understand because they purposely talked fast and then they just showed me how much it would cost to help my dog, so I paid the money but when I got my dog back I noticed they did nothing bro him. Thru didn't clean his wounds, they let all the blood that was on him dry and get hard and they also didn't feed or give him anything to drink for two hours! Please help I'd really like a refund and receive my $800 back that they stole from me!

• Initial Complaint

  01/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 23, 2022 I went to the clinic in Tampa, FL regarding a possible UTI in my cat. I had called the night previously and was strongly urged to come in the next day if symptoms continue because it could be an emergency. The vet gave an initial exam before reporting findings to me in the waiting room. She recommended extensive testing because it could be much more serious than a UTI. The Vet tech then came in with a list of charges I could expect and encouraged me to leave but a deposit would be needed. I was told the deposit would be 723 dollars the "average" of the expected testing that would be done. I was called back a few hours later to be told that they could not perform any urine test but recommended holding her for further testing or prescribing antibiotics proactively. I said no and asked to pick up my cat and would like to know the final bill since no urine testing could be done. The final total was 634.50 and I was suggested to see her primary vet. I asked for an explanation of charges by the front desk and was told the vet tech would explain. They did not give me a chance to ask any and gave me additional pain medication prescription that is unnecessary. These are predatory practices, on the attached documentation you will find that although the most likely issue is a UTI I was charged for additional X-rays that I agreed to because I was told my cat could have an number of serious issues from not having a bladder to cancer.

  Business response

  03/10/2022

  Business Response /* (1000, 10, 2022/02/23) */ The patient was presented to our Emergency department on 1/23/2022 with difficulty urinating, and her owner said she was straining to urinate. The primary clinician provided treatment recommendations for treatment, including Radiographs, that were approved by Mrs. ******. When a patient presents to the hospital for stranguria, radiographs are standard of care. The patient's owners did not alert our hospital of client service concerns. We provided a treatment option, discussed the risks involved with each and worked to provide the pet 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.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was provided an estimate with the high end being $4616.87 for a surgery for my dog. There were two additional masses that needed to be removed, so I anticipated a SLIGHT increase. When I arrived they attempted to charge me over $2k more and claim they gave me an additional estimate which I never received prior to day of surgery. The practice manager, Rachel, then came out and was incredibly disrespectful, gaslighting me, talking down to me, and talking over me which caused me to escalate. She then became punitive, stating she "never approved a discount" that I didn't even know I was getting, and refused to speak to me further and forced me to pay for services I never was informed weren't in the initial estimate. She refused to provide her boss's name and continued to speak over me and yell which caused me to yell back. I asked her to please leave the front area while I cashed out (because she was being aggressive and intimidating and making me uncomfortable) and she refused, continuing to stand in front of me and force me to pay fees without properly and calmly explaining them. I should NOT have been made responsible for any cost not on the estimate and not communicated to me in advance. Their agreement states they can add to it if they cannot get in touch with me, however I answered my phone every time they called and have no missed calls or voicemails from them during the day of surgery or after surgery was complete. If anyone from BluePearl calls me to resolve, please ensure it is not Rachel as she is rude, condescending and makes me so uncomfortable and causes a great deal of distress (also please see reviews on Google because other people have had similar poor interactions with her from what I've seen, and unexplained forced charges as well).

  Business response

  03/10/2022

  Business Response /* (1000, 10, 2022/02/24) */ The patient presented to our surgery department on January 6, 2022, for evaluation of several mast cell tumors and to discuss surgical removal. In consultation, clinicians discussed treatment recommendations and created two estimates, that were discussed with and authorized by the owner. At the patient's discharge, the team provided the owner with the unpaid balance for our services minus the partial amount she paid ('the prepayment'). The total amount due was well below the high-end of the estimated total. We believe that the misunderstanding centered around the deposit amount paid - the only payment made by the client covered a partial amount of the deposit. Therefore, the remainder of the balance was due at time of discharge. The owner alerted our hospital of client service concerns through BBB and communication with the Client Relations department. As requested by the client we have provided her with a copy of her pet's medical records. We provided treatment options, discussed the risks involved, and worked to provide our patient with the best chances for a full recovery. After reviewing the authorizing documents and providing treatment, we support the BluePearl invoice totals and do not feel a refund is owed.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Thursday, November 4, 2021, my fiancé and I took our one year old dog to BluePearl Pet Hospital in Fort Myers, FL who was experiencing vomiting and drooling from the mouth. After x-rays it was discovered that a foreign object was wrapped around his intestines. The surgery was performed on Sunday. During that time BluePearl was indecisive about surgery which costed us $2,000 each night our dog stayed in their care. Not to mention the 6 hour period on Saturday where we had a vet requesting paperwork to perform the surgery and they dragged their feet and did not provide all proper documentation, therefore, we had to go with their services. A surgery that costed two times the amount the other vet was willing to do. There are details in between, but the reason we are filing this complaint is, one week after the surgery our dog became sick again with the same symptoms. This time we took him to the vet who was going to perform the surgery the first time. The vet demanded we do surgery immediately in which he found more string that was left from the first surgeon. He also stated that good intestine was sewed on to bad intestine. All and all, we paid BluePearl $11,577.18 for their services which landed our dog back into another surgery which costed a total of $4,926.16 On Monday, they offered us a settlement of $2,750. We had to open another line of credit because of their poor care and surgery. We are demanding a full refund from them as our dog will need a third surgery. We currently have to soak his food in water because his intestines are not strong enough to break down the food. We believe they should have decided on surgery sooner and if they hadn't taken 6 hours to send paperwork to the other vet we wouldn't have paid them $7,000 for a surgery that we later had to pay another $3,800 for a vet to fix their mistake. We believe their settlement of $2,750 is hush money. They are not taking full responsibility for their actions and instead blaming us.

  Business response

  01/26/2022

  Consumer Response /* (3000, 10, 2022/01/13) */ The Fort Myers location advised us to reach out to their Corporate office. Their Client Relations rep has been emailing us stating that they are having an outside source look at both the care our animal received from their employees as well as the surgery itself. They have really been dragging their feet "due to the holidays". I believe the last time we heard from them was the 29th and since then we have emailed twice asking for an update with no response. Sent from via iPhone Business Response /* (4000, 12, 2022/01/17) */ "****" presented to our Emergency department on November 4, 2021 with a three (3) day history of vomiting and diarrhea. The primary clinician provided treatment recommendations for surgical removal of a gastrointestinal obstruction, which the owner agreed to. After removal of an obstruction in the gastrointestinal tract, ****'s owner(s) visited in the early evening. **** was discharged later that evening with postoperative care instructions including e-collar, feeding, and supportive medications. ****'s owners alerted our hospital of client service concerns through BBB/online reviews anda discussion with the practice manager and surgeon. After speaking with our Practice Manager, ****'s owners were offered a goodwill refund, which was declined. We provided several treatment options, discussed the risks involved with each, and worked to provide **** with the best chances for a full recovery during ****'s time with BluePearl. After reviewing the authorizing documents and provided treatment, our hospital team supports the BluePearl invoice totals and, at this time, does not feel a refund is owed." Consumer Response /* (4200, 14, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the proposed resolution as there was no resolution. We spent nearly $12,000 on a botched surgery just to spend $4,000 more for another one. There "goodwill" refund was $2,750. That refund doesn't even cover the second surgery that needed to be done to fix their initial failed surgery.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/17/21 I brought my cat to Blue Pearl emergency vet in Green Bay WI. When I lifted him up to bring him in he bit me as a warning that he was hurt. It did not puncture skin- it does not hurt, he gives gentle bites for attention. He was up to date on his rabies vaccine. I said in passing, jokingly to the vet tech admitting him that he was in pain and I knew because he bit me. She did not ask me to clarify. 3 days later he died from renal failure. In those 3 days and talking to 3 vets at Blue Pearl- no one mentioned or asked about the biting. I found out about it as I was euthanizing my cat. My vet said legally she either had to quarantine him for 10 days (as he was dying) or send his brain to a lab for testing- because Blue Pearl wrote in bold and highlighted that he bit me. I want Blue Pearl to reimburse me for the $545.07 it cost for state rabies testing and the charge for decapitating my beloved cat. Had they asked me to clarify AT ANY POINT this would have been deemed unnecessary

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/04) */ We understand that this has been a very distressing time for you, and we are very sorry for the loss of your loved one. We took the time to thoroughly review your case and have concluded that BluePearl will not be responsible for refunding any costs associated with the rabies testing/submission. The standard process when a bite is reported is that the primary party that is alerted of the bite would start the process of quarantining the pet according to the Wisconsin State Rabies Law. It is unfortunate that Bert had to be euthanized but because we did not perform the euthanasia at our facility, the Rabies testing/submission would be conducted through the Veterinary office that performed the euthanasia and the owner of the pet would be responsible for any costs associated. Again, we are very sorry for your loss. Respectfully, Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unacceptable. This is the response from the Green Bay manager, I have already seen it and contacted another manager. She did not carefully read my email (attached below) which details the chain of events. I felt dismissed as if this was an emotional response- it is a response to their customer service and care. NOT THE LOSS OF MY CAT. Had my cat lived I'd feel EXACTLY the same. They are the primary and responsible party and I am still seeking restitution. Attached email: To Management: On 9/17/21 I brought my cat, Bert, to Blue Pearl emergency vet in Green Bay, WI. When I lifted him up to bring him in he bit me as a warning that he was hurt. It did not puncture skin- it does not hurt, he gives gentle bites for attention/affection. I realize your vets do not know him, but he was raised with a dog (see below) and loves playing rough with him. A yowl or hiss or bite is almost always playing. He was a gentle giant. He was also up to date on his rabies vaccine. I said in passing, jokingly, to the vet tech admitting him that he was in pain and I knew because he bit me. I should not have assumed that she'd know it wasn't serious. She did not ask me to clarify. 3 days later he died from renal failure at our regular vet. In those 3 days and talking to 3 different vets at Blue Pearl- no one mentioned or asked about the biting. I found out about it as I was euthanizing my cat. My vet said legally she either had to quarantine him for 10 days (as he was dying) or send his brain to a lab for testing- because Blue Pearl wrote in bold and highlighted that he bit me. I want Blue Pearl to reimburse my vet: Riverside Animal Hospital for the $545.07 it cost for state rabies testing and associated fees for decapitating my beloved cat. Had they asked me to clarify AT ANY POINT this would have been deemed unnecessary. Your vets had plenty of opportunity to ask me to explain, or examine where he bit me to see if there was a puncture or scratch. I would have willingly obliged. Being short staffed is not a good reason, I talked to all 3 vets at length of his condition. A passing mention to a vet tech who relayed the information- a tech is NOT a licensed veterinary doctor who can make that judgement call- does not suffice for such serious actions taken.

*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. ↩