Keystone Veterinary Emergency & Referral, A Thrive Pet Healthcare Partner

I had to take my Jack Russell to Keystone last week when he ingested a foreign body. My normal vet was closed. I called ahead and the staff was kind and welcoming. The tech and vet were thorough and so helpful. I cannot recommend them enough. Our experience was wonderful and I am so grateful for them!

The staff here today were absolutely incredible. I thought I was going to lose my best friend today, and they not only treated him like their own, they helped me every way possible to get the financial help I needed to cover all the expenses. My boy has had surgery before, so we know the ropes a little, and the love we received today is unmatched anywhere else. I can’t recommend keystone enough. Above and beyond doesn’t even begin to describe what they did for us. Thank you guys so much! Love, Shawn and Jax!!

Keystone went above and beyond to meet my need when my dog had to be put down. I was able to come in immediately and they provided a caring environment. All the staff was sympathetic and compassionate. I was never rushed to hurry up and say goodbye. I even got a sincere hug when it was over. I highly recommend them.

Good care and compassionate staff, but so financially disorganized it’s hard to feel like you’re paying what you’re supposed to. Had a dog potentially (we didn’t see, but figured she had because we pulled the empty box out of her mouth) eat a couple raisins, and needed to sign an estimate ($544) before she would be seen. Signed it and they took her back. In the lobby I was given a pad and pen and told I needed to call poison control, because it would cost less than if the vet called. That was weird because I already had an estimate, and presumably if the vet was caring for the dog it wouldn’t be necessary to call poison control. Receptionist said it would be $85, payable to poison control, and in addition to their fees. I asked as kindly as I could, why I might have to call poison control for my dog when it was literally with a vet at that moment. Was told “they can’t know every food, drug, and animal - it’s the standard everywhere for the pet owner to call.” I asked how it would work that I would be asked about a dog I couldn’t examine because it was with a vet, and the receptionist said she would have a vet come talk to me. Helpfully though, she said “wait, why is your estimate $544? It should be way less. Hold on.” She then gave me an estimate for $356, which was great. But did leave me wondering if I hadn’t engaged her about the $85 if I’d have just been stuck paying the $544. Dog was discharged, with instructions to visit again at 24 hours and 48 hours - no call was ever placed to poison control and the vet never mentioned it. So I’m glad I asked questions and didn’t just call, because that step apparently was not necessary. They hydrated her ($95) and ran a kidney panel ($60), and the idea was if a subsequent kidney panel showed elevated levels, different treatment would be needed but very likely, she would be okay and not need hospitalization. Made sense to me, Dr. Wakefield explained those services and I approved them, good to go. As I’m checking out with a young woman tech and paying for the visit I asked, “if I bring her back her as opposed to our regular vet, do I need to pay the $60 kidney panel AND a visit fee?” The technician very kindly offered to check, then did so and came back to confirm that no, there would be no visit assessed next time, I would just be paying for the kidney panel. So I returned tonight for the kidney panel, everything went great, I didn’t even see a vet presumably because the panel came back normal - and then the gentleman tech handed me the credit card machine to pay a total of $191. I asked “this is supposed to be $60, why the change?” He said that a tech fee was part of the visit. I pointed out the tech from the night before and said “I asked her specifically, she said it would only be the kidney panel.” He went away to check something and came back to say it would be $95. Again I reiterated it was supposed to be $60. He said it was a different vet, and tonight’s vet requested a full kidney panel as opposed to the prior night’s partial panel and that was the reason for the difference. No idea why the two vets in the same practice used different treatment protocol on the same case, when the prior night’s records would indicate what kind of panel was used as a baseline. And again I didn’t speak to any vet, nor did anyone ask me what kind of kidney panel she needed. Everyone was nice at both visits, and my dog is healthy and recovered. Consequently I would expect to be feeling great about Keystone but all the shell game stuff with rates has me feeling like what I actually paid, what I could’ve paid, and what I should’ve paid - are all different quantities. If I bring my dog back tomorrow I have no idea if it’ll be $60, $95, $191, or another number altogether. FWIW I don’t think any person I worked with was necessarily trying to be dishonest - I just think there’s no consistency at all from person to person and what you pay depends more on who writes your paperwork than what care your pet receives.

Could not ask for more competent or compassionate staff. While it ended up being the best choice to put my old girl to sleep, they offered me choices every step of the way and ensured the entire process went smoothly. Made a truly awful night much more bearable.