Keystone Veterinary Emergency and Specialty Center

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I had to take my parents' english bulldog into the hospital for bad skin allergies. He's not the easiest to handle and most muzzles won't fit over his face but the staff at keystone were very patient and I was impressed with how they handled our dog and the treatment we received. I would definitely recommend the hospital.

I took my dog to keystone on a sunday because she was having some bleeding from her urinary area. The staff was very friendly and took us quickly. The vet did a urinalysis and quickly determined that the dog had a urinary tract infection. No problem. The vet gave us some brand name antibiotics in blister packs. At checkout time I was a little shocked at the amount of the bill. But I paid it and went to my car and just figured I'd check the charges when I got to the car. At that point I realized they didn't give me a breakdown of the charges, only a credit card receipt. So I went back inside and asked for the invoice. They printed it for me and I was surprised to see that they charged me $150 for the brand name of what my regular vet charges me $30 for the same antibiotics. So when I got home I called them and explained the situation, and that since they hadn't produced an invoice before paying, and that the meds were in blister packs (they could possibly even have been provided to them as samples), I'd like to return them and get them from my vet. They not only agreed that it was their mistake for not providing an invoice before payment, the nurse also said "yeah, we probably should start doing that". Meaning this is their standard policy. However they refused to allow me to bring them meds back. Telling me once I got to my car, the meds were not returnable. Seems to me perhaps they have a reason they don't give you the invoice until you ask for it. Many people love their pets and wouldn't question the amount they are paying for their care. and to be honest, had they charged me 300 for an emergency visit, I probably wouldn't have cared. But since they use shady practices to hide their costs, I am very displeased.



In summary.....I think if you have an emergency this is probably not a bad place to take your pet, but based on my experience along with some other reviews I've read, it appears they have some interesting and somewhat shady practices for scraping some extra bucks out of you. If you use them, let them diagnose your pet's problem, but before they give you some meds, if it can wait until your regular vet is available, get your meds from your own vet. And by all means, get the invoice BEFORE you pay.

I am not impressed at all with the result of our visit here nor with the staff and how we were treated. Our beloved dog who was just a year old was injured when hit by a car during a freak accident. His injuries were severe, and our hearts were broken by having to resort to putting him down. Of course we never would wish suffering upon our dog, but the staff and the way we were treated throughout the entire experience made the whole thing worse. Our dog was muzzled and carted off into a room with about four other dogs strapped to tables scattered all over the place and was left there by himself, which was likely terrifying for him alongside the horrible accident he has just endured. The environment was impersonal, scary and extremely cold. This was our friend. Our dog was our child and we were devastated by this accident. The people working this place were insensitive and heartless in delivering us the message about the severity of our dogs injuries and did nothing to make us feel assured he wouldn't be in pain. They gave us little explanation of his injuries, just coldly told us there was nothing they could do to help him and shortly after, put him down in an almost abrupt manner, to the point where it actually startled our dog, as we stood there helpless, confused, and wondering if we had gone elsewhere if there would have been more of a sincere attempt or effort made to save his life. I will never deal with this place again. Our dog deserved better in his final moments. Losing him was hard enough, but being treated as if we were just numbers on a list during the process made it far worse.