Complaint Review: Blue Pearl GVS - Atlanta Georgia

I spent over $5000 to have my diabetic Maletes's cataract surgery here. Within 2 weeks he was blind in the left eye and partially blind in the right eye due to an infection that in my opinion could have been prevented with the proper monitoring and after care instructions from the nurse and doctor. The doctor was also unavailable/off for several days after the surgery when the onset of complications began. There were no instructions regarding who would see him if infection occurred when the 1 doctor is out. I did EVERYTHING that I was told to do and even stayed home with him the entire recovery period to ensure that his meds were taken like clockwork and that he never scratched his face. I took him in for his checkup and was told he was doing awesome and I was doing everything perfect.

The rubber on the head protector that I was given by the nurse initially was cut improperly so there was a sharp edge cutting into his neck. I called in and was told I could pick another one there or use one that I had at home. They didn't ask what size it was or to see it (first red flag) they just said "it should be fine". Actually the first red flag was the night when he was in the hospital I called to check his glucose levels and they were over 500 and no one even knew because they weren't monitoring it! I demanded that this be addressed immediately because of seizure risk!

I then recalled the exiting conversation with the discharging nurse where she asked if I had another dog (I said yes), then told me that some say to keep them separated because the dog may bother the other dog's eye, BUT DON'T WORRY about it, that rarely happens so there's really no need to make a big deal out of it. I didn't give it much thought so if I had to leave for the store I would leave them in the same room. Hindsight, i'm wondering if this was even proper advice. 

After the eye infection which left my dog with pus inside of his eye ball and in so much pain that they were contemplating REMOVING his eye completely I began to think back to all of the negligent and nonchalant after care instructions. Even to the times when I called and said he was squinting and they said the doctor was out and couldn't see him for 2-3 days. That time could have been the difference between him being blind or able to see! I was told I could take him to Banfield in the meantime but no one there is equipped to deal with that level of Ophthalmology. I then began to research this process online as well. I found that most dogs that have this surgery don't remove the head protector until 14 days after. I was told 10 days.

Although I found Dr. Andrew to be very nice and honestly she said she felt really bad about what happened to my boy I have to hold her responsible for the after care instructions, her absence, and equipment that her nurse gives out. I found this nurse to not only be very rude and dismissive during these discharge procedures, but throughout the process. Dr. Andrew on the other hand was always pleasant and compassionate.

To add insult to injury during the process of clearing up the "mystery" eye infection they began to charge me for office visits upward almost $300 as if me losing more than 2/3 of the $5000 that I had just paid wasn't enough. I have reached out to their manager on numerous occasions with only 1 callback. I've currently been waiting over 3 weeks for a response to their "investigation". Four follow up calls later and still no response.

At this point i'm no longer accepting this type of treatment. This company has drained me of thousands not only in this case but my Yorkie was there and they gave him nearly $600 worth of useless chest X-rays for an intestinal blockage. After the horrible experience with this eye surgery I actually took my Yorkie to another vet for his intestinal surgery but not after Blue Pearl charged me upward $800 for ultrasounds and useless X-rays. The stomach X-ray maybe but a chest X-ray. And I had copies of my X-ray from Banfield that were just taken and hour prior BTW. 

In case you didn't know this company is owned by Banfield so that explains why they push them on you for emergency care. Between these 2 companies I have spent upward $25,000 + in wellness plans, surgeries, x-rays and procedures and they will not even return my phone calls or offer to correct the problem that they clearly caused. Watching my dog wander around half blind and disoriented breaks my heart. Knowing that I spent my last $$ to make his final years better only to have that money flushed in the toilet and him be miserable and in the dark really hurts.

Please do your research before proceeding with this hospital. There are less expensive alternatives and veterinarians that aren't run by big corporations that will treat you and your pet better! EVERYDAY I look at my baby struggle to see in front of him I regret not looking at alternatives. If they had any integrity they would try to FIX this!