Vets Now Reviews

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

4.3 Rating 2,805 Reviews

81 %

of reviewers recommend Vets Now

Company Reviews

Metrics

Info

4.3

Based on 2,805 reviews

Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

About Vets Now:

As the UKs leading pet emergency service we respond to almost half a million emergencies each year. Working in partnership with your vet, we’re your pet emergency service.

Phone:

01383 223902

Location:

Penguin House, Castle Riggs, Dunfermline
Fife
KY11 8SG

Vets Now 5 star review on 13th January 2021

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We waited an hour in the waiting room to be seen, I was then told he's very bad as if I had left it too long before bringing him. Then the vet spoke longer about the money than the treatment & the welfare of our pet, I was given an invoice of a grand that included tests and sedation along with a miscellaneous figure that they described as " just to round it up" ??? As I was extremely upset & concerned that my best friend was so unwell I didn't really think about things at the time I was told he would need to be hospitalized & given iv fluids & that they would do tests. I had a phone call @ 4 am to tell me my boy had passed away. I went to collect him so we could bury him at home & I asked for reassurance "he didn't suffer did he?" The response was........ " ERM well I don't think so, I haven't read his notes!!!!" I was then issued a new bill of £550 as our pet had not survived long enough to stay in their care for the 21 hours they had originally quoted & also after further inspection of the bill they had in fact not treated him at all as there was no sedation pain relief or tests done after we had gone. ???? So as far as I'm concerned they just put him on a drip & threw him out back to suffer & die alone. I can see no attempt to find the cause, treat him or make things comfortable for him. I felt that my visit was too much work for them after all they had already secured the payment by making me sign a form which said if my pet does not survive I am still liable for the costs & if I fail to pay they would enforce court proceedings!”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry to hear you had a bad experience with us. I'm not familiar with the specifics of your case, but 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

“Chareged me £111 and from talking to them i realised that they don't have a clue on how to treat pigeons, but yet pretended to know what they were doing and over charged me for knowledge that they had abt birds at least.”

Helpful Report

Posted 7 years ago

Hi Mr Ahmed 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

“Got sent home with our dog which we found out two days later that he broke his leg. We could of been referred that night by your team but no we never. £200 fee for nothing but tremodol & anti inflammatory. My dog was screaming with pain until we went to our vets first thing Monday morning. I will be taking this further with management.”

Helpful Report

Posted 7 years ago

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

Posted 7 years ago

“Staffs attitude was cold and considering how ill my pet was which she died from was wrong all because I was PDSA, shocking”

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

“Shocked and traumatised. We was very distressed at having our pet euphonised & more didtressed at being told options are a) take her home or b) they can arrange cremation for £300!! it was heat wave and was worried about her decomposing quickly but hadnt got an additional £300. In the end they agreed to keep her overnight. Euphonasia cost £250. when I went to collect her the next day they couldnt find her initially and waited what seemed forever.”

Helpful Report

Posted 7 years ago

Hi Ms Moore, I'm really sorry to hear you didn't have a positive experience with us and to hear about your loss. My sincee condolences. We'd like to understand more about what happened in your case. Please get in touch with clientcare@vets-now.com. Kindest regards, Kirsty

Posted 7 years ago

“Was quoted £700 got a bill for £963 when I went to pickup my dog. The diagnosis was wrong. My own vets were shocked at the charges for what was carried out”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry to hear you had a bad 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/ - kind regards, Kirsty

Posted 7 years ago

“Too long asking questions on phone 15 mins then gps took us on a 40 min journey then on arrival you have to ring a mobile number to get access which took another 10 minutes to open door then another 10 mins to finally see a vet 75 mins in total far too long for emergency service.!!! I will insist on going to Chestergates in future 10 mins away and instant access at door normally with vet waiting as it should be in a emergency situation.”

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

“Totally disgusting experience! After the trauma of losing our beloved family dog the young girl on reception was only concerned with payment which we were covered with by insurance, all she was concerned about is payment, my wife was in tears and we experience nil empathy! Just kept getting told we needed to pay over and over which we did by credit card even though our insurance settled as i stated, now are having trouble obtaining our dogs ashes, disgusted by the whole experience!!”

Helpful Report

Posted 7 years ago

Hi Mr Green, I'm sorry to hear you had a bad experience with us. Feedback from clients in the past has told us many appreciate frank and honest discussions around treatent costs and payment options, but I'm sorry that you didn't find us to be compassionate as it's one of our company values. We'd like to understand more about what happened here, so please get in touch with clientcare@vets-now.com. Kind regards, Kirsty

Posted 7 years ago

“Did not notice a cut on his paw”

Helpful Report

Posted 7 years ago

Hi Clark, I'm sorry to hear about this. 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

“The attitude of the staff was cold and uncaring”

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

“No personal skills”

Helpful Report

Posted 7 years ago

Hi Lisa, I'm sorry to hear this. 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

“We went to vets now On the way back from Rescuing a mum cat and week old kitten, all kittens had died and that one was very weak, it was 8.30pm, vet didn’t care only wanted to talk money wanted £150 to put the kitten to sleep, it was suffering, they wasn’t our cats we were looking for vet treatment and someone to foster, so kitten died shortly after, turns out mum had no milk so babies had starved to death, vet wanted another £150 to see mum cat, Rspca do vouchers you could of helped, everyone I’ve told is disgusted your vets put money before animal welfare, the person that set up the PDSA would turn in their grave, PDSA is to help people keep a pet that haven’t got much money 😡”

Helpful Report

Posted 7 years ago

Hi there, thanks for taking the time to leave us a review, I'm sorry you weren't happy with our service. We operate independently from the PDSA and are a private emergency and critical care veterinary provider. As such we do charge a consultation fee and treatment fees. We do not routinely treat sick and injured stray animals, and in these cases we would always advise you to seek out your nearest RSPCA or SSPCA service who would be able to help. Again, I'm sorry you didn't feel we provided you with a good service. Kind regards - Kirsty

Posted 7 years ago

“I had to pay £120 to wait for over an hour to be then told we can’t find anything wrong”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you feel our consultation fee is too high. 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/ - Kind regards, Kirsty

Posted 7 years ago

“Wasn't called as promised, I called and left a message, no response. I went down to the practice and was told they were too busy for me to see my cat. Given how much we're paying I'm really unimpressed with the service. I hope the care is better than the comms because they seem all over the place.”

Helpful Report

Posted 7 years ago

Hi Daniel, I'm sorry you feel our communication is less than ideal. On busy shifts we don't always get round to call backs if we are dealing with emergency or critical cases, and it's not always possible to allow clients to see their pets on demand I'm afraid. Again this is likely to be because we are busy treating emergency and critical cases in the clinical area. Please speak to clientcare@vets-now.com if you'd like to pursue this further. Kind regards, Kirsty

Posted 7 years ago

“Did nothing to help me tried to send me to somewhere they would of cost me £600 pounds at least. Then they charged me £160 for doing nothing - I called to make a complaint was told the situation would be sorted and somone would call me back. Funny enough no one has!! Awful”

Helpful Report

Posted 7 years ago

Hi Ms White, did you speak to our client care department? If not please direct your complaint to them at clientcare@vets-now.com or call them on 01383 223 902. Kind regards, Kirsty

Posted 7 years ago

“The vet we saw has now resulted in two deaths, severely unhappy. I believe this vet killed my chinchilla”

Helpful Report

Posted 7 years ago

Hi Mrs Clowes, I'm sorry to hear you had a bad experience with us and I'm very sorry for your loss. I have no way of looking into the cases you mention, but 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

“Vet pulled my dog along the floor, causing his collar to come off, if I could have safely taken him home I would have done. Picked him up in the morning dripping wet in his own urine, no compassion from the vet what so ever. Would never recommend this practice to anyone”

Helpful Report

Posted 7 years ago

Hi Ruth, 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

“Asking for a ridiculous amount of money without even checking my bits over wanted to send my dog Home with a vitamin jab when she needed emergency surgery myself at to request a scan and if I would've took the vets advice my dog would've been dead by the next morning so not happy with the service at all”

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

“Our little chihuihui was extremely ill and eventually died. I felt that there was no compassion although vets very competent there was an extreme urgency to get the money. She was with them go 3days and every morning we were phoned with an update and request for immediate payment as a priority. The whole experience was upsetting.”

Helpful Report

Posted 7 years ago

Hi Mr Sumner, I'm so sorry you don't feel we were compassionate enough - I'm disappointed to hear this as compassion is one of our core company values. Feedback from clients in the past has shown they appreciate frank and honest discussions about treatment costs and payment options at each stage of their pet's care, so I'm sorry if this was not delivered correctly. If you'd like to discuss this in more detail please email clientcare@vets-now.com - kind regards, Kirsty

Posted 7 years ago

“I had a dying cat on my kitchen floor and said I needed a vet was told to drive 10 miles to the nearest clinic - I said we couldn’t do that as it was too far so was told to get a vet nearer!!!”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you feel this way. We don't provide home visits and we would always advise clients to bring their sick or injured pet to us so we can provide the correct treatment in a clinical environment. My sincere condolences for your loss - Kind regards, Kirsty

Posted 7 years ago

Vets Now is rated 4.3 based on 2,805 reviews