BluePearl Veterinary Partners - Tennessee

Worst customer service I’ve ever received. The receptionist was SO condescending. Kept talking over me, refusing to listen to any questions, made snarky remarks and raised her voice at me. And then she would remind me that they are the top of the line emergency clinic. Definitely not top of the line when it comes to customer service, compassion, listening to others, or caring for anyone who’s beloved pup is facing a life threatening situation. Front desk is COLD and HEARTLESS. Don't go there. So glad I saw who they were BEFORE I gave them my money!

This place is full of money driven monsters! I have never been in such a cold place and seen so many heartless people in my life. I brought my sweet dog there with hope and all they care about was getting thousands of dollars from us and refused to even give us one answer. They redid tests that i just had done at her vet 2 hours prior. They never showed me any of “their” X-rays. They would not let me bring my dogs bed or her food in. They would not let me see her till the last minutes. They never once offered me a tissue just wanted me to get off the phone with my husband so they could collect payment. I lost my baby girl and was not even given a tissue. Never asked how i was or any condolences. Just coldness!! I can’t even get into the full story on here because it pains me in ways i can’t even talk about. I walked out though the lobby shaking and balling. Those monsters behind the desk did not even say I’m sorry or even bye!!! I would not refer my worst enemy to this place. This place is sickening and makes me cringe!! They took my dog and not once thought about the feelings and family that love her. Please stay away from this place! Run!

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They performed services I expected, but very expensive and tried to add additional services that I did not need.  They do offer special services you can't get at other vets if pet is really sick.

It was the worst vet experience of my life honestly. We have 3 dogs and 3 cats and have been through many years of health issues with animals, even a cat that had cancer. We have also had a dog of ours that is now 9 years old suffer from stomach issues her entire life. This is pertaining to my 8 month year old lab. Here is my story and I hope i can help people with this story to realize this clinic is very money/surgery driven and absolutely will go the most expensive route and even manipulate you into it because they get you at your weakness of being tired, worried, stressed, and scared about your pet dying. If you google this company you will see multiple lawsuits and things where they misdiagnosed pets many times and lawsuits going on. They are a huge company out of Tampa buying up these emergency clinics all over the nation and it is really a mess. They are solely money driven...it is very apparent.

Here is our story: Our dog had been showing signs of bowel disruptions for 4-5 days, occasional vomiting and some diarrhea. On October 4th my husband took her to their emergency location in Cool Springs. That is when the first part went wrong. Actually there is an entire list of things they did wrong over a course of 3-4 visits...was a TOTAL nightmare and i have tried to work it out with them personally but they will not budge so this is my only option is to warn others to NOT go to them. Below is my list of issues i had with them:

1. First of all, from the first time we came in there (the 4th) the vet did not even run the standard fecal flotation or bloodwork and went straight X-rays(we have another dog with ongoing stomach issues since she was a baby and sheis now 9 years old and have NEVER seen any vet whether it is an emergency vet or other go straight into the most expensive diagnostic test they can gofor without ruling out the basics first. The vet even admitted to my husband they had not taken the first x-ray from the right angle so he had to take another one and we got charged for both of them (not our problem it got taken at the wrong angle).

2. On that first visit on the 4th they did not see anything wrong with her and sent her home with no medicineand told her to take my other dogs Metronidazole prescription (we had leftover medication but not a full dosage for a full treatment). I am pretty sure this is illegal since humans are not supposed to take other people’s prescriptions.VERY poor handling of that situation (and cost us over 300 dollars). They also put the wrong background info in their system about our dog. We have never been to a vet located in Kentucky as we live in Tennessee.

They have ALL the wrong vet information written on ALL of our dog's paperwork with even though we told them the correct Vet’s name(why would drive all the way from Kentucky to use an emergency clinic in Brentwood? Common sense anybody?)Also the comments that she had a 9 day history of vomiting and diarrhea and lack of appetite. This was also incorrect.It had been going on 5 days only. I realize this could have been a misunderstanding but if not then it was very exaggerated or they just were not listening (seemed like they did not really listen to anything we said).

3.We brought her back on the 6th late evening because she would not stop vomiting (she had been just fine until thatday and then just started vomiting) and had vomited up a 5 inch bully stick earlier that day. I should have saved it but given the appearance it obviouslyhad been in her stomach for a while as it was white so the stomach acid had eaten the brown coating off of it (we of course let them know about the vomited up bone). She was dehydrated obviously so we brought her into have her checked out. My husband had to practically force them to do a fecal flotation and they STILL did not do bloodwork (why?????? this is so standard and common sense) but of course they did another expensive X-ray (yet another200 dollars and more) which they strongly recommended and based on that told us to come back in in the morning for an ultrasound at 8am. They did finally do bloodwork before her surgery though, thank goodness.

4.We came back at 8am (exhausted and stressed from only 2 hours of sleep) expecting an ultrasound to be done and instead in walks Dr. Wood who immediately suggests surgery. She called it “exploratory surgery”We talked about it, she said it was our choice but based on the x-rays she said there was a 90% chance there was a foreign body in her mid-abdomen. My husband who has actually had colon cancer AND a bowel obstruction himself last year knows exactly the pain level of a bowel obstruction and really wanted to do an ultrasound first to make sure as Stella (our dog)was not exhibiting any pain thatmorning and was lively, acting happy (wagging tail) and even tried to eat breakfast out of our other dogs before we came in for the 8am appointment. We had to keep her from eating. Dr. Wood said she tensed up when she touched her bowel and that is a sign of pain in a dog however…we KNOW our dog. She is a HUGE whiner and will be very dramatic even if we accidentally step on her foot.She was not acting like she was in any pain to us and her appetite was back aswell. Dr. Wood stepped out to see when the ultrasound technician would be in and came back in to tell us it would be 1pm and here we were thinking it would happen at 8am as the vet the night before had said. She was sort of grim acting about this and kept harping on the90% chance of a foreign body heavily insinuating we should not wait too long so we gave in. Our emotional state of being worried sick, VERY tired and stressed was completely taken advantage of in this situation. It was like a bait and switch deal in a car sales retail store. She was/is a lovely doctor with a great bedside manner however was also a VERY GOOD sales person apparently. We fell for it and agreed.

5.After the surgery , we were told nothing was found but her lymph nodes (4 of them) were VERY enlarged (I saw them myself and it truly was concerning IMO) and swelling of her small bowel which they took biopsies. But no foreign body. So the 10% chance of there not being a foreign body was what happened. That was fine as we took the chance, but the more we thought about it later on when we had some rest, we realized we had been taken advantage of in the situation and we HAD to pay in advance for the surgery which is just overall tacky IMO. It shows Blue Pearl to be very money motivated more than patient motivated. I questioned the nurse (who had the personality of somebody working in a morgue…was SO negative and dismal and treated us like Stella was dying) about things like “what caused Stella’s issues then if there was no foreign body was found as we just dropped almost 3k here with no answers at all?”. She said she could not answer that but would have Dr. Wood contact us the next day. The next day Dr. Wood contacted us (her follow up is great,will give her that compliment) and she started going in to complete defense over the reason she did surgery and that she told us the 10% chance and yada yada yada….blah blah blah, and when she was done with that she went on to say she had NEVER seen such enlarged lymph nodes secondary to a foreign body. She was sort of suggesting and making a big deal if this (much more than the previous day) that it could be Lymphoma. Well this scared the CRAP out of us so I started calling my vet, and a very good friend who is a vet in another location but VERY good She said that the bone that Lyla swallowed (and vomited up) could most definitely cause swelling and she probably just had reactive lymphoid hyperplasia and she said she had NEVER seen a dog Stella’s age have Lymphoma and to not lose sleep over it. Icalled another vet who has been practicing for 23 years as well as he is my father’s close friend and he said the same thing. They both were baffled why BluePearl would not do an ultrasound first and would even scare us over a very rare disease (rare for an 8 month year ol

They are very informative. They get you informed when you are gonna be paying. They are professional. They get you informed on what's going on. Their facility is super nice. With the travesty that happened, at the end of the day, I'm really glad that we were with them. The price is definitely not bad. It included the cremation.

We took our one year old boxer in on Thursday night. They confirmed my suspicion that Abner had eaten something he couldn't pass, and we chose to operate immediately. Dr. Au left his home in the middle of the night, and had Abner in surgery within the hour. Everyone on staff was compassionate, and continued to give me updates throughout the night. They kept Abner for 2 days to monitor him, but allowed us to visit and always kept us updated on his status. We are so happy to have Abner back at home and grateful to everyone at Bluepearl.

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He immediatlely went into surgery to have his spleen removed and Blue Pearl diagnosed him with a very aggressive strain of cancer. They called me in Argentina daily to give a status update until I could fly home then walked me through the options. The entire staff proved immensely supportive during chemotherapy treatments and demonstrated the utmost compassion when the time came to put him down. Never did any of the staff come across as clinical during the 4 months of my dog's treatment. It was one of the most difficult things to go through and I truly feel they did all they could to offer care and humanity througout.

He is a very kind man. He is a very good doctor. He was able to find out what was wrong. He is a perfectionist and micro-manager. He was able to take care of me in the way I needed.

They were incredible people. They were a little pricy but that was not an issue. They do a excellent job and explained options available. They were very kind and honest people. They sent a sympathy card after this and did a remarkable job.