Keystone Veterinary Emergency & Referral, A Thrive Pet Healthcare Partner

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.

Called them on a Saturday night at recommendation of Stoney Creek Vet in Morton. After an efficient over-the-phone consult to share the situation, they gave clear instructions and directions and let me know ahead of time there was no one at reception so I should call when I arrive. Fireworks were going off and they were right at the door helping me get my dog inside quickly. The whole team was great! Prices were up front and staff answered all my questions clearly, they were very thorough. They made a very stressful night that much easier, can't thank them enough for being who they are in this tough line of work.

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.

Keystone really helped and provided caring and professional service to me and my Cat when I had to put her down. They were sympathetic and showed great care at a horrible time. I highly recommend them for those in need with Pet.

My Labrador retriever had a uti it's Saturday my regular vet is booked I called keystone they took us in they were great my Ricki loved them left feeling better my baby girl was gonna be ok they talk to you NOT at you . THANK YOU for taking care of our Ricki