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

• 

  BluePearl Specialty + Emergency Pet Hospital

  4701 Ulmerton Rd Ste 500 Clearwater, FL 33762-4124

• 

  BluePearl Specialty + Emergency Pet Hospital

  7414 S Tamiami Trl Sarasota, FL 34231-7006

• 

  BluePearl Massachusetts, LLC

  56 Roland St Ste 107 Boston, MA 02129-1233

• 

  Bluepearl Specialty, Emergency Pet Hospital

  308 W 7200 S Midvale, UT 84047-1041

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/13/2023

  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'm requesting to be contacted in regards to a bill dispute over my dog ******, who died at 10 after the negligent and unmindful care by Dr. *************************** at the Blue ****** ************** Animal hospital. I will explain further details once contacted, but to summarize, my dog died within 30 minutes of being administered aggressive drugs prescribed by ****************, who never once gave my wife the option to keep the dog overnight to see how he may react, and never warned her of sudden death. If this lack of care did not shock the conscious enough, the medical staff response was just as jarring. I requested a refund of my over $1,000 visit, due to its lack of ability to detect, help, or fosters my dog's health, in fact it killed him. After being told I would receive a call on the matter, over 24 hours expired before ******************************** who identified herself as a managing Doctor, called me. Immediately, ************* began a very condescending dialogue on how my dog died. She said she based her diagnosis solely on her opinion, and with consultation with the negligent ****************. She instructed me she would not refund our visit. I believe Blue ***** is acting in bad faith, as the medication prescribed only killed the dog within minutes, leaving the rest of the cost not needed and useless. Bluepearl should be guided by medical ethics and empathy on this matter. I'm seeking relief on the bill charge from Bluepearl for unused medication, misdiagnosis, and services that do not rise to the value of the cost. To be charged full value would shock the conscious and violate basic tenants of contract law. I paid for a service that was not completed.In order to better understand my concerns I'm requesting a phone call back on this matter. My contact info is listed below. Thank you for your assistance on this matter. Associated bills have not yet been supplied by Bluepearl, but throughout this dispute will be produced.

  Business Response

  Date: 03/21/2023

  BluePearl's Customer Experience team has spoken directly with our client and discussed the necessary next steps to further evaluate the concerns provided. Sincerely, The Customer Experience Team

• Initial Complaint

  Date:03/10/2023

  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 took my sons companion dog to get checked out, the Drs said they werent sure what was wrong and I had to return multiple days in a row. They said his spleen was fine and not cancerous. I ended up having to take him for a MRI and was told it was cancerous. I paid lots of money to them to have to keep going back for a week in a row and for them to say they didnt know what was wrong. They ran up the bills with having to keep going back.

  Business Response

  Date: 03/14/2023

  ***** presented to our Emergency department on January 3rd with hind limb weakness and concerns about his spine. The primary clinician provided diagnostic recommendations for ***** that included additional imaging, a fluid cytology of the joints, other bloodwork diagnostics and the possibility of an *** to diagnose the cause of *****s lameness. *****s owner authorized initial diagnostics with labwork. The results found no indication of cancer or other disease. Without a definitive answer, ****** owner then opted to move forward with the *** on ***** and he was diagnosed with aggressive lesions and masses on the thoracic spine and spleen. ****** owner has not contacted the hospital directly with any of these client service concerns. We provided several treatment plan options knowing that if we did not discover a definitive answer, the owner could opt to move to the next set of diagnostics. Our team discussed the risks involved with each option 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 do not feel a refund is owed.

  Customer Answer

  Date: 03/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had to bring him in 4 different times based on the confidence of the staff being able to diagnose what was wrong. They also claim the did a biopsy of the spleen which came back that there was no cancer, according to the *** and doctor of same this is not accurate, the spleen was cancerous. If based on the first appointment they were not able to determine a diagnosis they should have referred to *** and not dragged it on charging me for multiple additional visits and putting him through more than he needed to go through. They can review the multiple days and charges along with the fact they gave me false information saying his spleen was fine and not cancerous when that was not the fact and reimburse on same or I can turn over all the information to the news channel after I post for any others that have had similar situations with them in order to show multiple acts of negligence and bad/wrong diagnoses.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/27/2023

  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 2/23/23 I took my dog to BluePearl ********** after he was bitten and injured by another dog. My dog was seen immediately upon arrival (for which I'm grateful), however that's the end of the good things I can say about BluePearl. ********************************* inspected my dog for bite marks and found none, she said. Regarding his injured back leg, she said she can't tell what the problem is without x-rays. The proposed treatment plan (attached) ranged from $1200-$1600 for x-rays.This treatment plan is a shameful and distasteful attempt to pray on desperate pet owners. It includes $500!!! worth of x-rays, $200 for x-rays to be reviewed by outside "specialist", $427 blood work (why? when all I need is an x-ray?). I left without getting the "treatment" and therefore without a diagnostic. I paid $300 for doctor ******* and pain medication. 1) Doctor's notes emailed to me have errors such as the side of his injuries and previous conditions.2) When I got home I observed a huge and very visible bruise/injury on my pet's belly which obviously the doctor missed (attached photo). I called the hospital to tell them.In contrast, two days later I was seen by my vet and given 1) a *******ation, 2) additional pain meds, and 3) laser treatment for bruising, swelling for a total of $103. My vet determined the leg is not broken without the need for x-rays, and also eliminated internal bleeding without additional procedures.Overall a horrible experience of price gouging and disregard for the veterinarian's oath to practice with dignity for "the protection of animal health and welfare, the prevention and relief of animal suffering. " I took my badly injured pet there and no treatment or relief was offered unless I had agreed to the $1100 - $1600 xray cost. Not to mention that a huge and very visible injury was not even mentioned/noticed by the vet.I'm requesting the refund of the $164 *******ation fee.

• Initial Complaint

  Date:02/21/2023

  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.

  Make sure ************ does not do this to other animals

  Business Response

  Date: 02/22/2023

  Our medical and leadership team has been in communication with our client since early February in regard to their medical care concerns.Our latest conversation was earlier today and we remain available to our client. Sincerely, The ****** team

• Initial Complaint

  Date:01/18/2023

  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.

  Blue ******* ******** ********** location. I came in on 1/3/2023.My 2 year old Border Collie mix was having a severe allergic reaction and the itch she was experiencing was so intense she was causing trauma to herself. I let them know upon arrival that I did not have a primary vet because I take care of all vaccinations and flea/ tick prevention via Vetco clinics.I let them know my financial situation and that I did not have money at the moment ( especially after the cost of this visit to the *** for an appointment to establish a primary somewhere else. I also let them know that this has happened in the past and the only thing that has successfully worked has been a 14 day prescription of Keflex and Apoquel. They did not have Apoquel in house ( Anti itch medicine) but they did have Keflex and sent me home with a 14 day prescription of that and they told me that the Apoquel would be called into my pharmacy the next day. The Apoquel was never called into my pharmacy and I called them daily for the NEXT WEEK until they emailed me a prescription ( my pharmacy does not accept emailed copies) and the emailed prescription was for 4, 16 MG pills. The prescription was written by a vet who has never examined my animal and the dosage was incorrect, thus jeopardizing my pets health.It is against the law in **************** for any Veterinarian to prescribe medicine for an animal they have never examined. Per the *** and the dosage requirement information located directly on the Apoquel website, in order for Apoquel to effectively work, the medicine must be dispersed at first for a minimum of 14 days. Depending on your pet's weight,the dosage for my pet should have been 8 mg every 12 hours for the first 14 days. I was given a prescription for 4, 16mg, 8 mgs taken every 24 hours. When I called and let them know I had been given the incorrect dosage, I was told that they had prescribed me that dosage because they thought," she was currently taking it from another provider and they were just giving me enough to tide me over until I could get her into a primary vet". Blue ******* policies online specifically say that they, " DO NOT provide refills on prescriptions written by other providers".Again I explained that she WAS NOT currently on Apoquel, the last time had been 7 months ago and that she DID NOT have a primary. We are talking about an anti inflammatory/ anti itch relief medication here. The health and wellbeing of my suffering animal is the absolute last priority of this clinic.

• Initial Complaint

  Date:01/03/2023

  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.

  Absolute trash facility. If you go here your pet will be dismissed and probably die. My husband brought our dog here when our primary vet was closed due to the holidays. Our dog was lethargic and super out of it. They took him to the back and said he would be examined in 2 hours. 5 hours go by and the vet would not prioritize our dog. My husband ended up taking our dog back after they had him in a crate and ill. We also found out our dog threw up all over himself and they didnt find that along with his behavior alarming and said it would be another 2 hours to see the vet. During this time you also cant leave even to grab a water or food. Ultimately we brought our dog to animal medical and surgical in **********. They saw how sick our dog was and immediately expedited him to the vet. He was diagnosed with acute pancreatitis and is now in the hospital overnight trying to recover. The vet mentioned it was good we brought our dog to another hospital since he is super sick. I wish we were taken seriously so he could have been examined and admitted earlier. Praying my dog recovers.They are a pet hospital and dismissed us. My pets health worsened severely. I want them to pay for the hospitalization and testing because they allowed my dog to worsen and let him sit in a crate in his vomit. Hes in the hospital trying to recover.

  Business Response

  Date: 01/24/2023

  The patient
  presented to our Emergency department on December
  29th with a history of acting strangely. The patient was triaged (assessed for a medical level of urgency) and
  vitals were found to be within normal limits. The pet owners alerted our hospital of service concerns through a complaint with the BBB The clients
  chose to leave to be seen at another facility and after reviewing the concerns
  provided, we find no negligence and do not support payment of care/treatment.
  Sincerely, The Hospital team

• Initial Complaint

  Date:12/09/2022

  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.

  We brought our dog in for pain and lethargy after another ER Vet had found a mass on his spleen/liver. We were referred by the previous ER Vet to have a mass reassessed by an internist. When our dog failed eat on Sunday morning, we contacted BluePearl to get him looked at again.We explained that we were concerned about him being in "prayer position" for extended periods of time, he wasn't eating, and he was very lethargic. We were not put in an exam room, and in the middle of a waiting area **************** told us our dog was walking around "just fine" and even showed us video, that he was "fat" and "overweight", confirmed the mass via ultrasound, gave us worst case cancer scenario (which we asked for) and told that she doesn't do thorough ultrasounds as it is not her field, and to schedule with ******************. We scheduled an appointment for December 28th, the earliest available appointment. When we reiterated our concern about the mass, we were told "I mean you can hospitalize him, but it is going to cost you $2500 a day..." Our dog was then diagnosed with a back injury, discharged with pain pills and anti-nausea medication.The following day (Monday) he had deteriorated,. He was put copious amounts of pain pills. We contacted ** and asked for a call back because we needed him to get urgent care or we needed to discuss putting him down. To date, (Thursday) we still have not received a call back.We contacted a surgeon. His office needed authorization to conduct a CT scan, but could get us in within a matter of days. **, twice DENIED authorization stating they could do a CT scan at their office - this was not offered as an option at our visit.He was misdiagnosed, no diagnostic tests performed and he did not have a back injury, but an abscess on his abdomen and sepsis. To add further insult, when googling this type of abscess, we were directed to **'s website, which lists all the symptoms of thus abscess, and our dog had almost every symptom.

  Business Response

  Date: 01/06/2023

  ***** presented to our Emergency department with difficulty walking and back pain. ******* owners alerted our hospital of service concerns through a discussion with the practice manager and medical director. After reviewing all available information, we support the medical care and treatment provided. We have contacted the client and attempted to reach a resolution and are awaiting follow up from the client. Sincerely, The BluePearl Hospital team 

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Two weeks ago, my dog was referred to Blue ***** for overnight monitoring with a severe pneumonia. He was there to be monitored during the night -- that's it. During the course of his stay, a veterinary technician negligently entered his weight as pounds when it should have been kilograms. Accordingly, the medicine they gave my dog was for a dog significantly larger than him (15 kg v. 34 kg). It caused him to have a seizure -- the first he's ever had. After we learned about the seizure, we spent all night believing that our sweet dog was about to pass and preparing for same. It took Blue ***** 9 hours to tell us what really happened -- and that it was entirely their fault. During the discharge process, we were stuck with the entire bill and no apology for the hospital's error. When we asked to speak with a manager, she was rude, condescending, and told us "well at least we didn't charge you for the medicine we [mistakenly] gave him." During the entire time, Blue ***** refused to let us see our dog. We eventually were able to see him and were promised that a different manager would follow up with us on Monday -- two days later. She was supposed to "make this right" for us. It's now been 14 full days since we deposited our dog in Blue *****'s care. We have made several calls to the facility only to find that the people we need to speak with "need time to look into it" or "aren't here on certain days."

  Business Response

  Date: 12/20/2022

  Our medical and leadership team has spoken with our client on December 6th and discussed the concerns shared in the BBB complaint. We remain available if our client has remaining concerns.Respectfully, The ****************** Hospital team 

  Customer Answer

  Date: 12/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, October 11th, 2022, our dog, after having dinner,I observed that he is bloated, his stomach was huge and hard as a rock.The only pet emergency available was ********************************** Emergency Hospital, located at ************************************************ arrived around 11:30 PM, when ***** was admitted to the hospital, and i was kept in the facility parking lot, for the whole duration of my visit. 45 minutes later I received a phone call from Doctor *************************** and he informed me that ***** is bloated, and he give me two options:1- He will euthanize my dog.2-He will perform emergency surgery on my dog and will cost me a minimum $ ********* USD.Rocky received emergency care, the gas was drained from his stomach, with catheter, and he received infusion.After that I called my wife on the phone, I was in shock.None of the above options were acceptable for us.The aftermath: Later on, the evening of Wednesday, October 12, 2022, the bloating dissipated, and he was sleeping relaxed all night. Next day, in the morning his bowel movement started, and he started drinking water, again.Since than ***** is doing great, we are NOT giving him chicken at all, anymore. He is happy, playing, walking, eating, and most importantly NOT BLOATHING ANYMORE.My logical questions are:1- Why the doctor or the hospital give me ONLY the two above-described options, when it looks like the third option (chosen by my wife and me) worked out perfectly?2-Why is a less than two hours intervention costs $ ********, an average wage for a person for two weeks?3-Why is a veterinarian doctor wants to euthanize a dog, which finally made it alive, or ask for a minimum $ ********* surgery intervention, when is deemed and proven to be not necessary?4- Why are the pet owners are kept in the facility parking lot, during emergency visits?5- Why a medical technician had a cynical smile on its face, while discharging our dog, when we were suffering, with a sick dog?Thank you,*****

  Business Response

  Date: 12/05/2022

  ***** presented to our Emergency department on October 11, 2022, with lethargy, a distended abdomen and vomiting. The primary clinician provided treatment recommendations for *****, that were declined by *****s owner.  The client requested ***** be discharged into their care against medical advice, and our medical team began to facilitate discharge. *****'s owners alerted our hospital of financial concerns upon leaving and refused to pay their balance, in which they have received an outstanding balance notice.?We provided several treatment options,discussed the risks involved with each and worked to provide ***** with the best chances for a full recovery, as well as recommended other hospitals in the area to provide the care. After reviewing the authorizing documents and provided treatment, we support the BluePearl invoice totals and do not feel a refund is owed.

• Initial Complaint

  Date:11/28/2022

  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 took my 15 day old puppy into ********************************* vet on the early morning of Thanksgiving 2022 around 5:30 am and they diagnosed him with constipation and a gassy tummy, with fluid that *** become concerning if his breathing became bad. We took him home around 7:30 am and his tummy became softer and he was less agitated throughout the day but still would not eat and they told us we could bring him back for a free office recheck within 24 hours. Because he wasnt eating I returned around 4pm and they checked his vitals and they said they were fine and we could stay with him until the dr was ready to see him. A bit later the tech came and got him again and the ******* him and we were called into a room at that time. They said they recommended he be hospitalized at $1600 for 24 hrs of care and on top of what I paid that morning of almost $600. They also gave me the option to return home with him with Antibiotics orally and they would give him fluids to hydrate him. The tech left the room and came back with a list of rescues and as I asked more questions they said they didnt know what was wrong with him? So we told them we wanted the take home medication and the fluid injection for him to be hydrated because they said they would not give him food. They sent us to wait in waiting room while they got stuff ready and to bring him out to us. We never saw him again I was overwhelmed and not thinking and they brought out rescue foes to surrender him and talked me into surrendering him. When I said I wanted to take him home. They stole my puppy! And they also told me pets are property in **** so they are not able to contact rescues unless we tell them to and they did without my knowledge. They played on my emotion at the time. The dog was not even my property, the mother to the puppy is actually my husbands legal dog! I wasnt even in the state of mind to sign that paper and they knew that my daughter was signing them and not me! So ultimately they stole our pet when we told them we were taking him home that night to his mom!

  Business Response

  Date: 12/01/2022

  This patient was presented to our Emergency department on November 24, 2022 and was in very poor condition.  The primary clinician provided treatment recommendations for the patient that included hospitalization, supportive care and monitoring which was declined by the owner of record, *********************************.  ********************************* elected to surrender her pet to a 3rd party rescue organization that is not owned or operated by BluePearl Hospital.   The Cunninghams alerted our hospital of client service concerns by social media posts and?a discussion with hospital leadership occurred. We provided several treatment options, discussed the risks involved with each and worked to provide the patient 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.

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18467541
  
  I am rejecting this response because: they gave me other options and one was to take the puppy home on antibiotics and they would give fluids to keep him hydrated. Those were what we originally agreed to. They told us to wait I. The front and they would get his meds ready and to give him fluids and they would bring him out. They also before sending us to the waiting room they brought in a list of rescues and said if we decided we needed the help we could contact them. And proceeded to say they could not contact them because in the ************* pets are property! So we would have to do that. Then they did it anyway without our permission or wishes to do so! This was a 15 day old nursing puppy that needed his mom. They took advantage of the situation and my emotions and stole the dog! Under theft by deception! They also said they would contact the legal owner 2 different times and have chosen to ignore him as we figured they would. They also told me after the puppy surrender papers were signed that he was going home with the vet and not being hospitalized like they acted as though he needed? And that the rescue they said he was going to had a positive Parvovirus litter in their care? So Im not sure why he was going there unless it was to die there? It was all very misleading all the way to the very end! I had agreed to pay for antibiotics because I was told they were bringing him out to me which never happened! This is a very shady establishment and they took advantage. They took $700 and my dog! They are thrives and I will make sure everyone I know knows how they operate! And the rescue has also told me the dog didnt make it? Probably because he didnt get the hospital care they said they insisted he had, he went home with someone that says they are a vet but really she was just a student in training? They clearly stole the pet and they know it! 

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