Name: Vets Now
Address: Penguin House, Castle Riggs, Dunfermline, Fife
Rating: 4.26

“All the vet was intresteted in was money.no care or compasion for dog or owner.over priced c section at a cost of (2000)pounds whic i got done the dayvafter at 6.45 pound.vets now even suggested euthanasia.was told a puppy was dead and it wasant just to top our dreadfull night off.luckily we waited until our vets was open and now have 9 healthy puppys and mums doing great to with no thanks to vets now”

Helpful Report

Posted 7 years ago

Hi Shaun, I'm sorry to hear you had a bad experience with us. We'd like to understand what happened here, so please get in touch with clientcare@vets-now.com. Kind regards, Kirsty

Posted 7 years ago

“My cat had a 3 day old kitten that was fading. I came to you out of hours as an emergency to buy some kitten milk to feed her myself. I am a mother of five children recently on benefits as my husband has been made redundant and has heart Failure. We have very little money. We qualified for pdsa but didn't realise it was the same building. The lady was sharing the desk with the pdsa lady. She said the kitten milk was out of stock for the pdsa so I had to buy it from her. I had £30 left to my name and they charged me £24.50! This milk is for sale at my vet for £9.00!!!! She asked if I wanted the vet to see the kitten and mother.... I agreed, she wanted £245!!! For a simple consultation! This costs £15 at my vet. I bought the kitten milk with the last of my money and left. My kitten died that night. That probably could have been helped if I had been shown how to tube feed her. I understand it is an emergency service but those charges are extortion and taking complete advantage of people in dire situations who love their animals. I find that appalling. I also find it terrible that the lady representing pdsa was sat directly next to your representative and didn't intervene or either of them try to help me. I will never use you again. And will tell anyone who listens to never use you either. R. Clay.”

Helpful Report

Posted 7 years ago

Hi Ms Clay, I'm so sorry for your loss and so sorry to hear you weren't satisfied with our service. As an emergency and critical care provider we wouldn't routinely provide supplies like this. It's true that out of hours emergency and critical care for pets is expensive, just as it would be privately for human patients, and our clinical teams are on hand throughout the night and at weekends, whether we treat one pet or several. We have a handy article which gives a bit more clarity and context to our prices here: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - Again, I am so sorry you weren't happy with our service and offer my sincere condolences. Kind regards, Kirsty

Posted 7 years ago

“Waited an hour half to be told they couldn’t do anything . 5 min consultation for £140 quite simple outrageous . Will never recommend”

Helpful Report

Posted 7 years ago

Hi Mr Davies, we do have to charge a consultation fee for all emergency and critical cases that come in to us on an out-of-hours basis I'm afraid, just as would be the case in private human medicine. Our clinical teams are on hand throughout the night and at weekends, whether we treat one pet or several. We have a handy article which gives a bit more clarity and context to our prices here: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - Kind regards - Kirsty

Posted 7 years ago

“Money and bad communication”

Helpful Report

Posted 7 years ago

Hi Olka, I'm sorry to hear you had a bad experience with us. We'd like to understand what happened here, so please get in touch with clientcare@vets-now.com. Kind regards, Kirsty

Posted 7 years ago

“Both the receptionists and the vet had no interpersonal skills. During the time spent with the vet if I hadn’t asked what was happening she would not have talked to me st all or explained anything. The receptionist was just rude.”

Helpful Report

Posted 7 years ago

Hi Ms Lawson, I'm sorry you felt this way, compassion is one of our core values so I'm sorry if you didn't find us to be compassionate. Kind regards - Kirsty

Posted 7 years ago

“my dog was checked over ,I knew he wasn't himself , cost £130 pounds for the vet to stick a thermometer in him ,check his heart & was weight . was rd to take him to the vets in the morning if still not himself. My furry baby died 2 hours late,we are devastated to say the least .”

Helpful Report

Posted 7 years ago

Hi there, I'm so very sorry for your loss. When no obvious symptoms present themselves and tests don't show any abnormalities it can be really tricky to make an accurate diagnosis. We'd like to understand what happened here, so please get in touch with clientcare@vets-now.com. Again, I'm so sorry for your loss - Kirsty

Posted 7 years ago

“Lack of empathy & communication. Customer service wasn’t great either. I understand working night shifts is tough but not even a smile or even a look up from a computer screen as we entered the building. My details were wrong, and the call centre based in Scotland just seems pointless. I would of preferred talking to the people who would be dealing with my pet to show some continuity and personalisation to the care. All round, it just seemed a burden us being there to the staff on duty. I got asked if my dog was insured 3 times whilst being there and got told I must pay the full amount after seeing the vet. Yes, I understand how it works. I get a service, I then pay for it. Simple. However being explained this 3 times was very patronising and in a way I felt judged. Why on earth was I being told the same thing 3 times and were the staff under the assumption I was not going to pay? I was offended. Once was enough as I understand you must let clients know protocols etc. I also received a text for this recommendation site at 2am! Therefore waking me up thinking something was wrong only to see a message asking for feedback for a visit over 3 weeks ago... Unprofessional, unorganised & no empathy.”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you had a negative experience with us. Our contact centre is centralised to allow our clinics to be on the front line dealing with pet emergencies. It allows us to triage cases and provide some initial help and advice over the phone, which often our clinics would not have the time or resource available to do on a busy shift. In the past, feedback from clients has indicated they appreciate frank discussions around cost of treatment and payment options in advance, I apologise if this caused offence. We are looking into issues with our review prompt SMS service and this will be corrected shortly, again I apologise for the technical error. Kind regards, Kirsty

Posted 7 years ago

“I had to take my dog to out of hours emergency appointment, she couldnt eat or lie down i thought shed hurt her leg so i told vet, she was scanned i was told her cancer had come back and to ring first thing in morning to have her put to sleep she was given a pain relief injection for over night. I took her home for kids, ourselves and her daughter to say our goodbyes was heart breaking. She perked up alittle next day so rung pdsa normal hours and asked if it could wait till end of day so she had time with her daughter they said fine she started eating and being normal etc, i then waited to see how she was another day took her back to pdsa who scanned her to find no signs of a mass and were shocked at how she was as were no signs of a dying dog!!! I was told the diagnoses was a mistake and she processes food slower so could look like a mass but even when scammed a second time you could see it was food and not a mass, i still have her alive and shes fit and healthy. Its worrying of how many other dogs have had same treatment and dignoses and have been put to sleep when the diagnoses was wrong. Shocking service unqualified vets i could of put my dog to sleep when she was fine just had a poorly leg, please question if ever told to put pets down and get second opinion pdsa have always been excellent with my dog with experience behind them..beware when going to out of hours with vets now”

Helpful Report

Posted 7 years ago

Hi there, I'm really sorry to hear you didn;t have a good experience with us. Diagnoses are ofen very difficult, particularly in cases with a history of cancer and a mass is detected on scan. I apologise if we made a misdiagnosis in this case. If you'd like to talk this through with us further, please get in touch with clientcare@vets-now.com - kind regards, Kirsty

Posted 7 years ago

“Offhand vet. Charged £600 for less than 24 hours very, very basic care. Absolutely disgusted - will ensure my pets are never left in your care ever again.”

Helpful Report

Posted 7 years ago

Hi Ms McLean, I'm sorry you didn't have a positive experience with us. It's true that out of hours emergency and critical care for pets is expensive, just as it would be privately for human patients, and our clinical teams are on hand throughout the night and at weekends, whether we treat one pet or several. We have a handy article which gives a bit more clarity and context to our prices here: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - please get in touch with clientcare@vets-now.com if you would like to raise a formal complaint. Kind regards, Kirsty

Posted 7 years ago

“Vet nurse at desk more interested in payment and then have a cheek to charge £30 for an admin fee”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry to hear you had a bad experience with us. We'd like to understand what happened here, so please get in touch with clientcare@vets-now.com. Kind regards, Kirsty

Posted 7 years ago

“Took my dog in at two in the morning as he couldn't stand up for one minute vet took us and checked him over said he was fine then done a scan and found mass which was round his stomach area she said she could operate on it to remove it if possible but didn't have the skills to remove it if it was in certain areas being a very worried owner I went for the operation in hopes to help my dog after hours of waiting I got a phone call saying that she said there was a mass which she already knew about and didn't feel confident in doing the operation?? And just closed him over until a specialist could look at him and would cost £8000 pound this was on top of the £1800 I had to pay for an operation that did nothing for my dog, I asked if he was able to move to my own vets in which they said was fine when I picked him up he was in a mess they gave away with him a sealed envelope in which was meant to be all the details of the operation and what was the cause to give to my vets. On getting to my vets the envelope was opened and all there was was a sheet of paper with his meds my vet had to contact them to find out what was going on also he was given no meds or pain relief to take away very dissatisfied 24 hour vets should be prepared for anything or if not monitor the animals till someone more qualified can look at the animals not open them up with an unnecessary operation and from the results of the operation so far my dog has had infection from the stitches and pain from the scar area I have had to take him to another specialist were he is getting the correct procedures will stay away from Vets now from now on.”

Helpful Report

Posted 7 years ago

Hi Mr Campbell, I'm so sorry you didn't feel we provided you with a good service. In some cases we do refer clients to specialists for particularly complex issues requiring surgery. All notes are sent to partner practices electronically so I can only apologise if this was not done. We'd really like to look into your case so please get in touch with clientcare@vets-now.com

Posted 7 years ago

“took my dog who was in labour after she had delivered two of her puppies as she was showing sings of distress. O n arrival I told the nurse there were at leas two more puppies inside, but instead of scanning her she was given an injection and left with me for almost an hour before being given a further injection and once again left and clearly in distress. She was eventually given a c section where two more pups were delivered one alive one dead. The vet was just so complacent and the nurse downright rude. They tried to sell me bottles and food at inflated prices that was after I had paid 1500 pounds for the op. My dog was in theatre all of twenty five minuites before I got a call to collect her. They charge for seven hour blocks for hospitalisation even if your pet is only with them for a very short time this is nothing short of fraud and a shameful action by the vet. I hope to god I never have the misfortune to have to use their service again. This was the Gateshead branch of vets now.”

Helpful Report

Posted 7 years ago

HI there, I'm so sorry to hear you didn't have a positive exeperience with us. I'm disappointed that you didn't find our staff to be compassionate as it's one of our core values. We do recognise that emergency out-of-hours veterinary care is expensive, just as emergency human health care is privately. We have an article that explains where your fee goes which might help give you more clarity and context: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - We'd like to look into your case so please email details over to clientcare@vets-now.com. Kind regards - Kirsty

Posted 7 years ago

“Our cat was treated by 5 different vets in 36 hours, we felt there was no proper reading of her notes or understanding of her trauma. There were Unrealistic expectations of how fast our cat should be recovering. We were told our cat was blind - she is not. We felt there was an underlying pressure that we should have he put down. When we collected our cat it was referred to as ‘he’ - it is a female cat and also she was refered to as ‘it’.”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry you had a negative experience with us. We'd like to understand more about your case so please get in touch with us at clientcare@vets-now.com. Kind regards - Kirsty

Posted 7 years ago

“Very dissspointed at the cost due to it being a Sunday my dog was in a bad way but it all seemed to be about the money not the pet we loved and treasured for over 15 years”

Helpful Report

Posted 7 years ago

Hi Mrs O'Brein, I'm sorry you had a negative experience with us. Out of hours emergency care for pets can be expensive, just as the same service in human medicine would also be expensive, privately. We have a handy article which explains where your fees go which might give you more clarity: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - if you'd like us to look into your case in more detail please get in touch with clientcare@vets-now.com - kind regards, Kirsty

Posted 7 years ago

“Horrendous. Told that could not access history of the dog they were seeing, despite the surgery she is registered with being one where records are available (Cinque Ports) so was told I had to go the following morning to vets and get a prescription. So a further consultation fee. On top of this the vet tried to put pressure on for a just in case x-ray to be done, which couldn't be done until the following day anyway because the dog had eaten. Stating that the surgery I was taking her to in the morning might not have x-ray facilties and I would then end up going back there anyway which would cost more. I informed the vet that I knew they had x-ray facilities at the surgery as we had used them previously with another dog. This was not the only issue. As a result of this I will be moving my own three dogs so that I do not experience this again.”

Helpful Report

Posted 7 years ago

Hi Bonnie, thanks for taking the time to leave us a review, I'm sorry you had a negative experience. We'd like to understand more about your case so please get in touch with us at clientcare@vets-now.com. Kind regards, Kirsty

Posted 7 years ago

“Terrible more interested in payment upfront than care for my cat. It’s now three weeks and I have not received her remains. The cremation service said Vets now arrange delivery during daytime only and not weekends which is ludicrous when I had to pay nearly £30 extra for delivery to my home address. I’ve had to arrange for delivery to her Vets which is inconvenient and not something I want to be dealing with right now.”

Helpful Report

Posted 7 years ago

Hi there, thanks for taking the time to leave this review, I'm sorry you had a negative experience with us. We'd like to look at the details of your case so please email clientcare@vets-now.com - kind regards, Kirsty

Posted 7 years ago

“I went there in the evening and was told my cat didn't have long to live. Was advised to go to the vet first thing in the morning. All the information paperwork was never passed on to the vet. Expensive and unproffesional”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you had a negative experience with us. We transfer all case information over to our partner practices as soon as they open, so I'm not sure what has happened in your case. If you'd like us to investigate this please email clientcare@vets-now.com and we can do this . Kind regards - Kirsty

Posted 7 years ago

“Was not informed of treatment costs before treatment, vet inappropriately mixed two drugs in the same syringe, injected an anti biotic into my rat that is known to be caustic and it has resulted in a nasty burn on his neck. I went in because he was in respiratory distress which she did nothing about, I left with him worse than I had gone in, and she charged me nearly £200 for it. The vet nurse was appallingly rude to me. Awful experience.”

Helpful Report

Posted 7 years ago

Hi there, thanks for taking the time to leave this review, I'm sorry you had a negative experience with us. We'd like to look at the details of your case so please email clientcare@vets-now.com - kind regards, Kirsty

Posted 7 years ago

“The nurse was very rude and said very inappropriate things I asked for her name to report her but was refused. Never known this to happen. I paid £600 for out of hours emergency visit I was informed the next day when I went to pick up my dog that there was another £120 to pay I enquired what the cost was for they stated hospitalisation which I had paid already the rude nurse stated I had paid until 2pm I told her we had been kept waiting for over 4 hours since 1.30pm to collect my dog she stormed off when I told her I didn't like her attitude to which then a vet came in and said I didn't have to pay the extra cost as it was an error. AVOID if possible fees are horrendous and some members of staff are rude and uncaring. It's all about money, needless to say I will never use again and be taking my fur baby to our own vets in the morning. I attended vets now in huyton 3/6/18 wI'll be making a complaint by phone today .”

Helpful Report

Posted 7 years ago

Hi Cheryl, thanks for taking the time to leave this review, I'm sorry you had a negative experience with us. I'm disappointed you didn't find us to be compasionate as it's one of our core values. Please email clientcare@vets-now.com to follow up on the progress of your complaint. Kind regards, Kirsty

Posted 7 years ago

“The vet herself was good and the treatment helped my pet. But the prices are daylight robbery. It's just shocking what they charge people. Why is this not government regulated? It seems they can charge what they like. Soon only well off people will be able to afford pets.”

Helpful Report

Posted 7 years ago

Hi there, sorry to hear you find our fees too expensive. It's true that out of hours emergency and critical care for pets is expensive, just as it would be privately for human patients, and our clinical teams are on hand throughout the night and at weekends, whether we treat one pet or several. We have a handy article which gives a bit more clarity and context to our prices here: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ hopefully this gives you more of an explanation. Kind regards - Kirsty

Posted 7 years ago

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