This is my e-mail to Vets-Now....it speaks for its self. Use this company at your peril :- THE APPAULING MANOR IN WHICH I WAS TREATED OR NOT TREATED. No Salutation, Sunday the 6th October 2019 I had the misfortune to have to bring my dog “Max” to your Ilford practice. The service I received from the vet was good and max was taken straight into the vet as he was very, very ill. After around 10 minutes or so I was called into a consulting room and told of his condition and what it would cost:- The first 24 hours care would be just short of £1000.00 and after that I would have to arrange with my own vet further care if needed. I paid £600.00 and went home and waited for a call from the vet as to how things were progressing. I called sometime in the afternoon and was informed that there was no change but he was stable but after around an hour or so I cannot remember the vet called and basically informed that he had crashed, and both his kidneys had totally failed. It was decided between the vets advice and my love for him that it was best to put him to sleep. About an hour or so later I was called by the nurse and she requested what my instructions were as to too what would happen next. I was at this stage very, very upset and shocked because the night before we were playing ball and now 12 or so hours latter he was dead. I told the nurse that before giving any instructions in dealing with him, I wanted to speak to the vet with the regards to having an autopsy. The vet called me back and we discussed that matter and I decided with her saying that in her opinion, an autopsy would not bring him back, it would not change anything. She asked me what sort of cremation I wanted (I didn’t know that there were different kinds) to which I was informed communal or singular. I told her that I wanted singular and his ashes in a casket with a brass plaque with his name on. The vet was going to sort it out with me over the phone but my judging about how busy the surgery was that morning; I told her to get the nurse to call me as I knew she was very busy and probably owners there really needing her assistance. Sunday evening came and went with no phone call. Monday morning, I called and spoke to a female, I informed her what had happened and asked what was going to happen about Max’s cremation, when would it be, how long etc, to her reply “don’t worry, it has been arranged and added to your bill” THAT WAS THE LAST THING I NEEDED TO HEAR. The female assistant told me that she would e-mail the practice and I would be called back. I waited and waited and at three o’clock in the afternoon, I telephoned again and spoke to a gentleman, told him the whole story again and he came back and informed me that the person I spoke to in the morning said that the call back would be that evening, I replied that I didn’t hear that part that it would be the evening and I apologised. He said that he would e-mail the practice again. MONDAY EVENING CAME AND WENT AND STILL NO TELEPHONE CALL. I am 68 years old and SUDDENLY I have lost my best friend of 12 years, one minute he is there the next he has gone, I had no chance to prepare, if he was ill and gradually I was going to lose him then I would have had some sort of time to get used to the idea but I didn’t, he was taken from me and that hurt very, very much indeed. Tuesday morning, I went to the practice and spoke to the practice manager but this time she was employed by the PDSA and not Vets Now. She was very sympathetic and said she would telephone and e-mail and request for them to call me. At 7pm, I went on-line to see what time the PDSA closed and it turned out to be 6pm. By around 7:30pm I still haven’t received any calls , but you have received 3 telephone calls (2 from me and one from the PDSA) and also 3 e-mails two from your own team and one from the practice manager of the Ilford PDSA. At that point I telephoned and spoke to a female receptionist who after some confusion as she couldn’t understand English, found my (Max’s) records. She first informed me that the clinic was waiting for me to contact them with my wishes (I will come back to that in a minute) and secondly, I was a PDSA client and that I had paid a nominal amount….is £600.00 a nominal amount? Now please have a look at the statement she sent me and it clearly states by the vet herself and I copy and post her comments/recordings in highlighted yellow below:- 06/10/2019 04:51:00 PM angela spatz ARF Urine sample shows only 6ml urine gross appearance normal. Normal SG. Uraemic breath and moribund at 4pm despite showing initial signs of improvement. Sediment shows not antifreeze crystals. Abdo tender on palpation. Liquid pouring from mouth. Discuss with o advise can attempt to treat ARF aggressively but grim prognosis O opt for euthanasia with private crem and ashes returned in casket. O will not be present. And so I ask, how can your receptionist state that it is recorded on your records that you are WAITING FOR MY TELEPHONE CALL AND INSTRUCTIONS. To sum up, I had no bill of any kind shape or form, no invoice and no knowledge of what had actually happened to Max, what treatment he had received, and what arrangement had been made (time frame) for his cremation after giving my instruction to the vet personally over the telephone. ALL I DID HAVE WAS A VISA MACHINE RECEIPT FOR £600.00. To conclude, the service I received from your company’s staff is nothing less than disgraceful, unforgivable which only adds to the hurt and Bereavement.​ You or your staff show no feelings or thought of what I or any owner is going through especially in sudden bereavement. In all honesty, I would not treat my worst enemy the way your company has treated me. Also, I have looked your company up on the website and the first 19 reviews are dreadful and ALL GIVE 1 STAR OUT OF 5. This e-mail will also be posted on your website reviews. You charge me just under £1000.00 for the first 24-hour care to which I paid £600.00 deposit. My Max was in your care for around 6 hours therefore I demand a revised bill with an 18 hour refund and nothing less. NO VALEDICTION,