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

  2950 Busch Lake Blvd Tampa, FL 33614-1859

• 

  Blue Pearl Veterinary Partners

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

• 

  PVSEC

  807 Camp Horne Road Pittsburgh, PA 15237

• 

  BluePearl Pet Hospital

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

• 

  BluePearl Pet Hospital

  50 Three Tun Rd Malvern, PA 19355-3904

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:05/28/2025

  Type:Service or Repair 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 went in for a copperhead bite on my dog. I was charged 600 in the door for ONE methadone injection, a doctors fee and an office visit. The doctor charge was 218. Excuse me but dont i have to show up to see a doctor? No steroid for the swelling, nothing. Then I was told I need to do bloodwork since had to be sure it wasnt getting into his organs. 450ish dollars. Of course I still dont have an itemized bill so I called to find out. Then Im sent home with **********. That was 40 for 4 days, which we all know is 200% over the cost. I used to have pet insurance but because of the greediness of these clients, yours being one, the pet insurance went up where no one can afford. 1221. is a little hight to look at a dogs eyes, check the heart and give a shot and send me on my way, dont you think??? I want my bill adjusted quite a bit and think this is robbery to all pet owners. You guys have a d- rating if you havent noticed. Last year it was 180 to go in. Today its 300?? Greedy greedy greedy. Lets bankrupt everyone ok - I will never be back. The emergency clinic in conroe is so much nicer, and less expensive. Too bad it was traffic time.

  Business Response

  Date: 06/13/2025

  Our team understands how
  stressful it can be to face an emergency involving your pet, and we strive to
  provide not only high-quality medical care but also clear communication
  throughout every visit. Copperhead bites can be serious and potentially life-threatening,
  depending on the severity of envenomation and the individual patient’s
  response. Our medical team recommended care based on your pet’s condition and
  clinical presentation at the time of arrival. All diagnostics and
  treatments—including pain control, monitoring, and medications—were reviewed in
  advance and were only performed after we received your approval. We
  understand that veterinary costs can be unexpected, especially during emergency
  visits. Emergency hospitals operate differently from general practice clinics,
  including higher staffing and equipment requirements, which can impact overall
  cost. We always aim to be transparent, which is why treatment plans with
  itemized estimates are presented before care is administered. If you did
  not receive a copy of your full invoice or treatment summary, we are more than
  happy to provide that. Please contact our hospital directly and we’ll ensure it
  is sent to you promptly. While we regret that your experience did not meet your
  expectations, we do stand by the medical care and attention your pet received.
  We truly wish your pet continued health and recovery. Sincerely, The BluePearl Pet Hospital team 
  

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair 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.

  They kept my cat overnight. They said he was doing good after they unblocked his urinary tract. When I took him home, there was no change. It appears they were unable to help him and charged me anyway.

  Business Response

  Date: 05/29/2025

  Our client reached out to our hospital team earlier this month to advise of her concerns and our team promptly reviewed this case and the decisions that were made. Our leadership team spoke with the doctor *** treated Pancake and reviewed the authorized treatment plan. Pancake was brought in with a urinary blockage, which is a serious and potentially life-threatening condition. Our diagnostics showed that he was unable to urinate, had elevated kidney values as a result, and bladder stones were presentlikely contributing to or causing the blockage. Based on these findings, the medical team placed a urinary catheter, administered fluids and medications, and recommended hospitalization for at least 48 hours. This was intended to help stabilize his kidney values and prepare him for a potential surgical referral. While the catheter was successful in relieving the immediate blockage, the recommendation was to continue monitoring and treatment for the full 48-hour period, as Pancake remained at risk for re-blocking. At the 24-hour ***** you chose to take him home despite the medical teams concern and their explanation of the risks involved in early discharge. We are deeply sorry for the stress and heartache this situation has caused however, we do not find support for a refund of services. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23284389
  
  I am rejecting this response because: 

  1. You charged me upfront for 48 hrs and since you like to repeat how I took him at 24 hours, I am due back the remaining 24 hours. 1/2.

  2. I Expressed concern about money right from the front and your business model should include the vet Working with me, he knew what the cat needed and I could have got the surgery instead of this automatic check-in that you guys do to hydrate.

  3. My dad, over 200 pounds, passed out from dehydration, and the hospital had him hydrated in 6 hours on more than one occasion. And you're telling me that a 20 pound cat, it needs 48 hours. Something seriously wrong with this.

  4. My cat had eaten a full meal and gone to the bathroom 12 hours from when I took him in, he was not that sick that you claim.  I wanted to pick him up Saturday morning, get half the money back from you and take him to surgery myself. You did not allow for that. The whole situation was completely terrible, and the experience with your vet specifically. The whole situation was completely terrible, and the experience with your vet specifically. It was extremely upsetting. It's the reason that I think you guys are somewhat of a scam. Not work with me on the cat's behalf. You just did your usual routine, and since when do animals need 48 hours in a hospital when humans don't need that.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/07/2025

  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.

  My *********** brought in our 14 year old ******** on 10/10/2024 after Hurricane ****** came through. Our poor *** ****** was not doing well. He could barely walk, could not keep anything down and was whining. The resident vet came in and examined ******. She called for the basic lab work which we agreed to but then insisted he needed a $600. We asked if we needed the ultrasound and could just go off the bloodwork and she said we needed the ultrasound because the bloodwork is going to come back abnormal. She was very insistent we pay for this test and did not respect our attempt to be conservative. My gut feeling was ****** was telling us this was his time to go. She did not believe me. So reluctantly we agreed to this test. After taking a while, she came back in and indicated the bloodwork (NOT the $600 test) showed his organs were shutting down. So we made the decision to just let him go to ease his suffering.They gave us our options and we chose to cremate and pick up his ashes at our local vet. What totally put the icing on the cake was that we were told there would be a delayed in the crematorium picking up his remains because of the storm. Well that crematorium ended misplacing ******** ashes and requiring me to call and find out where he is. Apparently after multiple phone calls because no one knew what the heck was going on, they dropped him back off at the ********** location where we visited instead of delivering him to our vet. After more back and forth with the crematorium and Blue Pearl in ***** he finally was delivered to our vet and I was able to pick him up on Wednesday, November 13, 2024.I understand it has been 6 months, unfortunately my husband also needed major surgery and we had major hurricane damage. But I wanted to share our experience and provide feedback on the horrible experience with the crematorium. I am happy to discuss any of this over the phone or in email as well. Thank you

  Business Response

  Date: 05/09/2025

  ****** presented to our Emergency department on October 10th, 2024, with vomiting and a history of diabetes. The primary clinician recommended diagnostics for ******, which were approved by the client. We provided several treatment options, discussed the risks involved with each, and worked to give ****** the best chances for a full recovery. Based on the diagnostic results, the client elected to pursue humane euthanasia. On May 3rd, 2025, the owner submitted an online message expressing concerns about the crematorium service and dissatisfaction with the doctor's approach. As a gesture of goodwill, a partial refund was issued due to the issues with the crematorium and the owner's dissatisfaction with the care provided. We understand this has been a difficult time and sincerely regret that the experience did not meet expectations. Respectfully, The BluePearl Pet Hospital team

• 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.