Keystone Veterinary Emergency & Referral, A Thrive Pet Healthcare Partner

Please be cautious using this hospital! One particular Vet, Kim Russell, uses scare tactics, has zero compassion, offered nothing in between hospitalization and euthanasia, and I had fallen for it! My sweet pup who was not in dire straits, had walked into this hell hole and I had brought him home in a little brown box! Def.all about financial gain and absolutely no concern for my pet! Euthanasia came out of her mouth too effortlessly, she was harsh, very vague in her explanation of his blood work, offered nothing conservative to help my poor dog, he was not dying, 1000.00's later, and he was gone! I'd say a good payday with no effort for Keystone! Be your pets advocate, not all Vets, apparently have you or your pets best interest at heart, esp.when there is greed involved! Unfortunately I had learned this the hard way!
Believe the negative reviews!
And for the record, I had disputed the charges for needlessly putting my pup down and was reimbursed, guilty as charged!
I was duped and hustled, basically if you don't hospitalize him, put him down. We'll get you ($) one way or another! This is what was suggested for my sweet boy who had been sittiing on my lap, happily riding to this hell hole! Pulling me away, along the sidewalk there to go for a walk, as if to say don't take me in there! Does this sound like a dog that needed to die that day? !?
Maybe it was the end of her shift, too tired to make an effort! When I had questioned her, " are you sure, are you sure", then her response was, "We can hospitalize him, but I don't think it will help". Apparently, a family member had called and had prepaid my bill. (without my knowledge) But she knew! So it was a done deal and he was gone. What a disgrace and lies!
If it doesn't make sense, its prob.not true! 20 years in and it sounds like she has lost her passion. Sept. 16th 2021, and to this day, I'm still at a loss and beside myself with grief and I'm still just as furious!
It's extremely concerning as the negative reviews continue to surface to this day all stating about the lack of compassion and how it's all about the money!

I brought my cat Luna in on Friday night around 8: 30 as soon as my fiancé walked in she was taken back because they realized she was very sick, the staff was very nice every step of the way and answered all my questions, the veterinarian was also very nice and was straight forward and told us she had a viral infection, we weren’t there very long. They gave us meds and sent us on our way and my fiancé called a couple days later and they were more then willing to answer any questions. Luna is much better thanks to them! THANK YOU! I will always bring my animals here whenever I’m in a tough spot!

This hospital unfortunately has a predatory relationship with their customers they pray on the stressed and suggest things that are out of the realm of suggestions from most other places and the reasoning for this is to get you to spend more money no matter what you tell them is going on with you pet they’re going to tell you you should bring your dog in the MO here isn’t to help animals it’s Line their pockets with money they don’t allow you to be with your pet while they are performing basic things some of the doctors there are a little rough with these animals and could learn to be a little bit more gentle It’s not advise anybody to bring their animal here unless they absolutely have to because they have no other choice which is the reason why we brought our dog here because we had no other choice our primary care doctor had a five hour surgery and this was an emergency and it just sent us into a spiraling loop to get to the answer which was so simple for our other vet so glad the problem is resolved these people did nothing but almost kill our dog by misdiagnosing the problem

My dog was vomiting and has a pre-existing condition IMHA, they clinic tested her and said they needed to complete an ultrasound before confirming she had a foreign object lodged in her tummy. We paid $1100 to be told that they had no one to complete this important last test and happily referred us to another hospital. Who I called only to be told that they also don’t have an ultrasound technician working. Useless referral, although the receptionist did offer to call around again for the ultrasound. But at this point I had lost faith in keystone, so I packed my dog and took her back to Canada to be seen by the professionals who are also mo ironing her IMHA. Keystone gave me poor service and a bill that was for what? Please don’t go here if you have a real emergency! Good bless!

DO NOT GO HERE.we brought our dog in for a laceration on his hind leg. The vet tech took our dog and in the back and proceed to yell at him for crying. She came back shaking from what we presumed as anger and said our dog needed to be put under. When i asked why she got angry with me saying HE WONT LET US LOOK AT HIS LEG SO HE NEEDS TO BE PUT UNDER. We didn’t feel like our dog was safe with this women and asked to have him back immediately. He came back out without the bandage we put on him on so we asked if they could give us one to put on him (he was actively bleeding) she yelled from the back “they can have a puppy pad and hold it on themselves”. This “vet tech” was rude had, Zero compassion, And not safe to be around dogs or any animal for that matter. Keep your pets safe and don’t go here.

I took my 19yo baby here because she was very sick and it was “time”. I can’t even begin to describe how absolutely amazing everyone here is! They gave me as much time as I needed to say goodbye. Never pressured or rushed me in any way. Today I got a sympathy card in the mail but that wasn’t the best part. Every single person there not only signed it but wrote a personal message to me and my family. All I can say is WOW! Thank you so so much!

We've had many good experiences in some pretty bad situations with our dogs over the years. The staff is kind and understanding. Vets are all straight forward and intelligent.

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.

Our 13 year old Morkie passed away as we pulled into the parking lot. The vet came out to the car and brought her in to examine and confirm. They gave us all the time we needed in the grieving room and provided us with a burial box. They refused payment. Both the vet and her assistant were so compassionate and kind to us during this devastating time. I highly recommend Keystone.

We had to bring my almost three year old dog here yesterday after he swallowed a light-up bouncy ball. I called my vet who referred me to Keystone as it was the closest. I knew nothing about them prior to this experience. I called ahead and was given costs for the evaluation alone over the phone which was good to know right off the bat. When we arrived, he was taken back immediately to induce vomiting. I continued to receive cost estimates prior to every intervention. Unfortunately, vomiting didn't work so the vet recommended urgent surgical intervention due to the battery in the ball. Things were moving so fast, I asked for other options, which were not available at Keystone. They called another vet for me and got me pricing and availability for performing a scope vs.surgical intervention there. Costs were very similar. Ultimately, we proceeded with surgery at Keystone due to the time sensitive nature. He is a young, healthy dog, and did great. I received a call immediately after surgery and the following morning by the veterinarians and I called once overnight and spoke to a nurse for an update. Everyone was so kind and supportive as I was so emotional making the decision. The final cost ended up being a little less expensive than anticipated. Of course in the moment we would have paid whatever, but I was happy that they really only did the necessary interventions to keep him safe. The costs seemed very fair based on the other ER estimates and I can tell the staff genuinely cared for our pup and us. This is a hard profession to be in with a lot of loss. I feel lucky we were able to be a happy ending and am grateful for a resilient staff that continues to show up even after the hard days.

I went there 7/7. My dog had a foreign body coming out of her mouth and bottom. There was absolutely no sense of urgency at all. The front desk woman was polite. However, I wasn’t put an an exam room. Instead I was put in the room where you pet passes I’m assuming. Based off the pictures and wording in the room. After waiting for over a half an hour I told the front I was going to my car. As my dog started to choke again I decided to leave. Clearly no one thought it was emergency. I ended up taking my dog to Blue Pearl where I was met with a serious sense of urgency. Unfortunately for me I lost my pet of 13 years and my children lost the only pet they’ve know their entire life.
I just would not recommend. These pets become our family and the lack of emergency is still beyond me.

Something tells me if a pet is actively dying this place cares more about money then the pet. I hate animal hospitals

Had to take our dog here at the end of June. She severely cut her leg. I could not ask for better care for Peanut. They took her in and brought her right back to the doctor and the doctor came right out explained to me what was going on and started surgery to repair her tendons, muscles and an artery. They saved our Peanut. I cannot thank them enough for the time and care they had for her. She is on the mend now. Thank you!

Our cat was hit by a car and unfortunately there was nothing to be done. The entire team here was kind and compassionate with our family and provided excellent care for our cat to pass on peacefully.

TERRIBLE. Avoid this place at all costs. I took my very sick 3 year old dog in and the staff was nothing but nasty. You’d think they’d have some compassion considering it’s an emergency vet. Anytime I asked a question I got a snarky response. With my dog being so sick and young I couldn’t even think straight. I was never even given a diagnosis from this place. I understand they didn’t know the cause but you can at least give a diagnosis. I eventually saw a hospice vet who said he is in stage 3 chronic kidney failure (his multiple rounds of blood work and ultrasound alluded to this). I probably spent $1500 ish in total during my 2 visits with them with $500+ in blood work during my last visit. I literally had to call them back to get the results for the blood work completed during my last visit. Upon calling, Becca had a nasty attitude and said I was accusing her of hoarding my tests results. An even bigger question.why didn’t they call me with the results as soon as they were in? She insisted it’s because they were waiting for the others to come in. Fast forward a week later, and I still have NOT gotten a call from them with the rest of my results. Luckily, I made an appointment with Lap of Love hospice to get medication and recommendations for my 3 year old dog with kidney failure. Lap of Live was also very compassionate whereas the people at Keystone were nothing but nasty and made my situation even more stressful. Do yourself a favor and don’t go here. They are clueless, money hungry, rude and lack compassion.

I am young and yesterday I had to have my first experience rushing my baby to the vet as her primary owner. I was so scared but felt super comfortable at Keystone. I called ahead after being referred and as soon as I arrived they had a room waiting for me and every person on staff was kind and understanding. They came and took my girl Nellie but not before explaining everything to me from prices to procedures. I would have paid whatever to keep my girl safe but they did not take advantage of that and made sure I knew all of my options (meaning which procedures to do first to avoid unnecessary costs). I take everything about my cats incredibly seriously and was so pleased with my experience here. They made what could’ve been absolutely horrific a much smoother trip. My girl Nellie is doing good and they all told me about how cute and funny she was. Hopefully I’ll never have to come back but if I do I know I’ll be in the right hands

Absolutely horrendous treatment of people when they are in obvious duress. I was told I was talking too loud when I was on the phone with poison control and told to “quiet down cause they were on the phone”. Correction. Ask the person on the phone to hold a min and you find a coworker who could help this person cause it’s obvious they need help. Absolutely terrible treatment to pet parents! I was willing to go back even after they let my best friends dog get out and hit by a car and all they told her was “sorry”

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.