Complaints

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• Initial Complaint

  Date:10/15/2024

  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.

  On 9/9/24 I took my dog into Blue Pearl *************** because she was sick. She had experienced vomiting, diarrhea, and drooling. She was also having trouble moving. We waited for almost an hour when they took her back to take her vitals. They told us we could go home because it would be 4-5 hours before she would see a vet. An hour later we got a call and was told by the vet she was on a steady decline. We rushed back and the first thing the vet told us was she looks like she just wants to lay there and die which is extremely Inappropriate to say to people in that situation. He had ran a blood test that we can consented to, but he had also decided to run a bunch of expensive test that we did not consent to. He didnt go over any pricing for anything. he put our dog on IV fluids that we did consent to. When he was going over the test results from the blood, he was refusing to explain anything in details that were able to understand and continue making Inappropriate comments and was pretty much blaming us for the entire situation I was able to get the test they ran un consensually comped. The vet had told us that we are able to take her home After she finished IV fluids because she started to get better once they had started them. He said that since we couldnt afford their pricing To take her to a different hospital that would be more affordable, but that we would have to wait until the next day to take her in. He said that if she didnt get better to take her to the other hospital in the morning and she would be fine to come home with us overnight. She died at 3:30 AM. I called the next day to file a complaint with the manager I was told he wasnt in yet and we would receive a call back I called 5 hours later And they had said that the manager came in and then went home. I was furious that he had didnt give us a courtesy call. There is a lot more information about when I finally spoke to the manger and more details to this store please feel free to reach out

  Business Response

  Date: 10/18/2024

  Sage presented to our ******************** on September 8, 2024 showing symptoms of vomiting, diarrhea, dehydration, shock, and drooling. The primary clinician provided diagnostic and treatment recommendations for the above symptoms, which included abdominal ultrasound, lepto test,4dx, and hospitalization.   These recommendations were declined by ****'s owner(s) due to cost concerns. Due to these cost concerns, specific diagnostics were provided, at no cost to the client, to help further understand Sage's presenting symptoms.  Owners request that Sage be discharged into their care? and our medical team began to facilitate discharge, to transfer to a low cost veterinary clinic the following morning.  Discharge instructions stated the following:

  "Progress exam- Recommend taking Sage to *********************** in ************ at 7:30 tomorrow morning. Abdominal radiographs would be recommended as next step in diagnostics for her. 
  

  Notify us if  Sage declines overnight, becomes extremely weak, or if other signs develop or worsen. Further diagnostics or therapy may be needed."
  

  We provided several treatment options, discussed the risks involved with discharging without further treatments.  We offered diagnostic and treatment methods to provide Sage with the best chances for a full recovery.

  Sage's owners reached out the following morning, indicating that Sage had passed away prior to transport to ************************  Given the unknown diagnosis, despite diagnostics performed and hospitalization recommendations, which were declined, we feel no refund is warranted.  That said, we are truly saddened for the owner's loss of Sage.