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 Massachusetts, LLC

  180 Bear Hill Rd Waltham, MA 02451-1021

• 

  PVSEC

  807 Camp Horne Road Pittsburgh, PA 15237

• 

  Bluepearl Specialty, Emergency Pet Hospital

  308 W 7200 S Midvale, UT 84047-1041

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  BluePearl Pet Hospital

  301 Veterans Hwy Levittown, PA 19056-1029

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:08/12/2022

  Type:Order 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.

  My daughter brought our dog which had died and had been dead for some time. She was taking him to drop him off for creamation. I was not home to do so. She was upset as she is young and never lost a pet. She was pressured into them trying to save a dead dog. Which had not taken a breath or had a heart beat in over an hour and had a temp over 110 degrees after an hour in the air conditioning at home. Saying phrases such as, it's the least you can do. It doesn't hurt to try. We owe it to him. High pressure and predatory. They produced a document that was not signed to do this. After 10 minutes of "CPR", which I doubt they even did they told her he was not alive. I have tried to call and email the facility and corporate to resolve.

  Business Response

  Date: 09/01/2022

  ******* presented to our Emergency department on June 5, 2022, unresponsive. The ER clinician provided CPR based on the presentation and requested by the owner, which was asked to be ceased shortly after. Brewser's owners alerted our hospital of client service concerns through BBB and a discussion with the practice manager. After reviewing the authorizing documents and providing treatment, BluePearl ********** will continue to work with the owner on concerns.

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising 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 took my cat to Blue Pearl on Ulmerton Rd on 5/31/22. She was suddenly breathing heavy and I could hear fluid in her lungs. They gave me a low to high end price quote from 19××.×× to 36xx.xx. the high end being if she had to see a heart specialist the next day and heart testing like an echocardiagm. I explained that I had just spent thousand on my other cat and the high end would be stretching it. I asked if it went to the high end or higher would I be told and ask to approve the amount. I was told yes. I stayed in touch every 2 hours. Even thru the night. Even thru the night. Early in the morning they called and said they determined that it had nothing to do with her heart and she would not need the cardiac specialist nor the test. They kept her in an oxygen box. Did xrays and took blood work and gave antibiotics. They determined that day she would not get any better. I was to go there and be with her while she was given the medicine to be put to sleep. I opted for cremation. The total for the medicine to put her tobsleep and cremation was just a few hundred dollars. Imagine the shock I got of receiving a bill for 4427.43. Way over the high end quote and didn't even include any care that was quoted in the high end quote. No one ever updated me on and price changes or asked my approval ever..as they stated they would. After grieving, I called and talk to the manager about this who was dismissive but said she would look into it and contact me back. She never called me back. The main office in Tampa blew me off as well. Passi g the buck to call that location. Charged well over 2000.00 for the quoted price without notice. I even requested a copy of the quote, which the conviently don't give but should keep a signed copy.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 15, 2022/08/04) */ Daisy presented to our Emergency Department on May 31, 2022 in respiratory distress caused by bronchopneumonia and feline asthma. The emergency clinician provided several treatment recommendations for Daisybased on a physical evaluation and medical tests that were approved byDaisy's owner. The emergency clinician spoke with Ms. ******* on several occasions during Daisy's hospitalization. The owner alerted our hospital of client service concerns and had a discussion with the client service manager. We provided several treatment options, discussed the risks involved with each and worked to provide Daisy with the best care possible, until Ms. Granesemade a decision to have Daisy euthanized due to her deteriorating condition. After reviewing the authorizing documents and the provided treatment, we support the BluePearl invoice totals and do not feel a refund is owed. Thank you, Consumer Response /* (3000, 17, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I definately did NOT approve what you charged me. The high end of what I was quoted and signed for, that care never even happened. Before signing the quote I even clarified with the tech that I could not afford anymore. I was told if it would be higher I would be notified and asked first and would have to sign off. None of which happened. Daisy did not get any heart testing nor did she need the heart specialist, which was the high end of the quote.. So I should not even have been charged that much less 1000.00 more. Show me where I signed and approved for those extra charges. She got oxygen, exrays and a couple antibiotics. That should not cost more than a cardio specialist and heart echocardiogram.Which by the way they said she didn't need based on the xrays. She got the treatment that was quoted 1900.xx You waaay over charged me by a couple thousand dollars. I was only told abt 2 treatment options and the extreme one wasn't needed. You need to RELOOK at the charges I authorized. And you need to PROVE I signed off for what you charged me. I can see the 1900.xx and the cost of end of life. But, this is a scam and the burden of proof is on you to show I signed off and agreed to the amount you charged. And btw, the manager I called and spoke with said she would look into it and call me back and never did. Sounds just like the communication I received when Daisy was there when I was promised to talk with me if the cost would be higher, and that didn't happen either. Extremely bad business practice.

• Initial Complaint

  Date:07/07/2022

  Type:Sales and Advertising 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 brought my dog to blue Pearl in Clearwater on 55 as he needed an ultrasound that my vet could not provide she was concerned he had eaten something that was making him sick. From that time until we checked him out on 57 he was very drugged up the run numerous unnecessary tests which came back negative and never pursued the original complaint which was that he most likely eat something. Instead following very rare diseases and letting us know that he would most likely die and we should consider his quality of life. Once we checked him out on 57 and brought him to another emergency vet he was better within 24 hours. When we did try to check him out of BluePearl they tacked on an additional $900 to our bill and refused to let us have our dog back unless we paid the bill despite the fact that we were concerned about the charges

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/12) */ ******* was transferred from his Primary Veterinarian to our Critical Care department on May 5,2022 with abdominal discomfort ,G.I Issues, and lethargy. A veterinary technician explained the treatment plan and estimate to ******* owner Ms. ***** before collecting a prepayment. The client, Ms. ***** approved the provided treatment recommendations and estimate amount. ******* was hospitalized for care and when the Emergency Department doctor called Ms. ***** the next day to update her on ******* status Ms. ***** hung up on the doctor. There were additional services provided that exceeded her authorized estimate, however out of courtesy, Ms. ***** was later reimbursed in June 2022. We provided several treatment options, discussed the risks involved with each, 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, commend them for a good will reimbursement for the extra cost of care and services rendered. Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The entire time that my dog was there we were dealt with by multiple doctors. I explain my frustration as they continue to run tests and ask for more money without any resolve. I never hung up on the doctor. From the beginning the people who gave the estimates were purposefully confusing as to how much would actually be due. The amount they took off of the bill was $900 which they had not discussed with us previously so it was not done as a favor it was done because they never got our approval. With all of the tests and care that they supposedly gave him he never got better. However when we brought him elsewhere he was better within 24 hours with a much smaller bill and a lot less medication and tests. Their staff was rude and refused to give us our dog back until we agreed to sign the bill even though we did not agree with the charges. Their office manager actually called me to refund that $900 and apologized for her staff's behavior because she said that they handled it poorly and they are never supposed to hold a pet without returning that pet over an outstanding balance.

• Initial Complaint

  Date:06/14/2022

  Type:Sales and Advertising 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.

  On June 2, 2022 I had to rush my cat, *********, to an emergency vet because of an adverse side effect of his diabetes. We went to Blue Pearl in Raleigh. Upon arriving there, we proceeded to wait over 30 minutes to have our animal seen. After intake they told us he had high blood sugar and *************** and needed immediate care. Then proceeded to tell us an estimate of $3,000 to $5,000 to treat. We agreed because we believed they would help, they did stabilize him. The next day they started calling with more and more things they wanted to "try", and tried to refer us to specialists, and have procedures done. Meanwhile they never seemed to be trying to help him or send him home just keep him stabilized. They were rude with bad communication, most of which I had to call to get updates and information about him. When I didn't want to take him elsewhere for a specialist they basically shamed me trying to push harder and reminded me a specialist wasn't part if the estimate. Every time I asked to get him they came up with a new excuse or procedure needed. Basically telling me he'd die if I took him. Meanwhile they ran up the bill. I asked several times for them to start the long acting insulin instead of the drip so we could monitor and I could come get him and was ignored. After day 4 I had enough and told them to do the long acting, monitor and I was coming the next day. They agreed but still never told me we hit my ceiling and was now over my estimate. Finally I went to pick him up on June 5th and was forced to pay another $2,600 before they would bring ********* out. I felt like they held him hostage, preformed procedures, administered meds, without any intention of ultimately helping our remeding his condition. They wouldn't answer a question straight forward and I caught them in several lies. They were unprofessional, and used care for our pet as a way to extort money. They stabilized and never helped or gave us any solutions to ultimately that the problem.

• Initial Complaint

  Date:05/21/2022

  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.

  My dog went into care of BluePearl Pet Hospital one evening where she received care there for three days until she was discharged, though her care was still being overseen by BluePearl through follow ups, lab work, check in phone calls, etc. With every interaction with them, they assured me OVER and OVER again that my dog would be cared for if anything went wrong. "If anything happens, just bring her in, we want to be the ones to see her, we will be here 24/7 to help with anything that Lady needs". This was said to me in many, many ways during every interaction with their doctors and their staff. She was recovering and doing well until the middle of the night about 2 weeks from her admission date. Her vital signs had become unstable quickly. I called BluePearl as instructed and they told me they wouldn't see her and to call somewhere else. I then called a second emergency vet and they were not able to see her for at least 2 hours. I called BluePearl back, crying at this point explaining that my dog is dying and we are on our way, that we didn't have time to go anywhere else. The receptionist was rude, callous, and heartless as she repeatedly said "give us a call in a few hours". She informed me that even if I drive there, they won't look at her, despite her being in critical condition. I continued to ask "what am I supposed to do?" "no one will help her and she's dying right her in front of me?" "There's nothing I can do" was her response. She showed nothing but apathy throughout this entire interaction and unwillingness to help. A third vet agreed to see her, but they were much further away. My best friend of 12 years died in my car while I did CPR on my baby. All because of the negligence and apathy of Blue Pearl who listened to her dying and chose to look away. And after they assured me they would help her if anything went wrong. They left me scrambling and wasting time. They missed something crucial in her care. Minutes count and they took those and her life

• Initial Complaint

  Date:05/18/2022

  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.

  On 5/10/22 our dog had a scheduled splenectomy at our vet's office. Since they are not staffed 24/7, our vet sent us to Blue Pearl in Cary, NC to have our dog monitored overnight. The staff were unprofessional and rude. We were given inaccurate information about the care she would be/was given. On 5/11/22 I called Blue Pearl to inform them we would be picking her up, I was rudely informed that I could not pick her up. That they would tell me if and when she would be released. I contacted our primary vet's office for assistance pursuing the issue.I was contacted by a manager at Blue Pearl who assured me someone would call me with an update and a discharge time. I was never contacted. At 1:30p I went to Blue Pearl and demanded she be released. Our dog was released with her medication (most of which we took there upon her admission from our primary vet).On 5/12/22 after multiple phone calls, we finally received her discharge paperwork and an itemized bill for a total of $1400, almost as much as the surgery itself. The office manager at our primary vets office (Sandy at Town and Country) asked the manager at Blue Pearl to review the bill and shave some of the fees as it seemed higher than it should be. The fees were not reduced.We have paid $700, so far, which I feel is more than enough considering the way were treated and the false treatment information we were given. (ie: I was told they couldn't release her until they knew she would tolerate oral meds, yet the itemized bill shows oral meds were given on 5/10/22.) There were no complications before or during surgery to require "emergency" services as billed.Thank you.