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

“I can understand that emergency has different costs, but £140 plus £20 for just 4 tablets is definitive to much. Also there was a lot of dirt which needed to be cleaned. My expectation of a emergency place was not to see this. Sorry, but my experience was not the best. Hope that money is not more important then the animals and I also hope that none of my animals need another emergency visit. As I am not British I apologize for my writing.”

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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. 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

“I was told one price of £160 and that was to include and treatment but when I got to the vet's I was told £145 for the consultation £55 for the injection and anything else that was needed on top in total it was a bill of £288 and then I had to send for my partner to come sign paperwork because the dogs in their name as he would let me do it with a poor poor attitude”

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Posted 7 years ago

Hi Mrs Price, we can only apologise for any communication issues. Our call centre staff can only comment on your initial consultation fee, as we have no idea at that early stage what treatment would be necessary. Again, apologies if this wasn't made clear. If you want to discuss your complaint with us please get in touch with clientcare@vets-now.com - kind regards, Kirsty

Posted 7 years ago

“On reflection and having seeked a second opinion of our dogs issue, Vets now took complete advantage of our position with our pet dog. The costly tests were not required and if they had checked correctly they would have known this.”

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Posted 7 years ago

Hi Mr Brook, I'm so sorry to hear you didn't have a good experience with us. Please do get in touch with clientcare@vets-now.com who will look into your case. Kind regards - Kirsty

Posted 7 years ago

“Dog was misdiagnosed and fees were extortionate.”

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Posted 7 years ago

Hi Mrs Clarke, please get in touch with clientcare@vets-now.com and we can look in to your case. Kind regards - Kirsty

Posted 7 years ago

“I took my kitten in after she fell and they claimed she only had a broken pelvis and 1 broken leg. They explained until a x-ray is complete there may be more breakage however I asked if she was going to be okay and survive and I got told she would be okay however after the xrays it showed she had 3 broken legs 1 broken pelvis and couldn't pass through urine.”

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Posted 7 years ago

Hi Ms Mullen, I'm so sorry to hear this. Obviously we can never predict the outcome of a case or make a full diagnosis before we have completed our initial testing - including X-rays. I appreciate many clients want the reassurance that their pets will pull through, so I'm sorry if this was implied, however it can be very hard to know the full extent of any injuries before this stage. Please get in touch with us at clientcare@vets-now.com if you want to discuss your case further. Kind regards - Kirsty

Posted 7 years ago

“Everything. Resulting in our chinchilla passing away. Euthanasia was the only thing the vet did for our pet.”

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Posted 7 years ago

Hi Joshua, I'm really sorry to hear this. We'd like to understand what happened in your case so we can look into it, please get in touch with clientcare@vets-now.com. Kind rgeards - Kirsty

Posted 7 years ago

“I took my dog dodge to vetsnow Friday eveving. With suspected bloat you have a window off 1 hour to save the dog the customer care was awful I had to drive all the way home befour they would operate to get insurance details even though we had paid by visa a large amount befour the operation could go ahead by the time he was operated on it was to late. The money is more important to this company avoid Do not use read the negative reviews. They also rang me 2 days after. Concerned for rest off payment. My dog is dead. Avoid avoid”

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Posted 7 years ago

Hi Ms Stocker, I'm so sorry to hear this and so sorry for your loss. Sadly GDV is one of the conditions we treat with the lowest survival rate, regardless of how early it's caught. The nature of GDVs is that by the time symptoms present, it's often too late. I'm so sorry for your loss in this case. Our contact centre staff should have advised you to bring insurance documents with you when you arrive at the clinic as this is our standard procedure, but I'm sorry if this didn't happen. Please get in touch with us at clientcare@vets-now.com and we can look into your case. Kind regards - Kirsty

Posted 7 years ago

“I was made to wait over 2 hours almost 3 in the EMERGENCY waiting room. To get to see a Vet. When I did finally see him he said my cat was seriously poorly and needed immediate investigation. Maybe almost waiting 3 hours made my cats situation worse. When I asked about costs the vet was dismissive and unable to provide any true costs just an estimate! Between £600-£800 I asked to be informed of all costs. I was supposed to have been called 2 hours later following my cats sedation. X-rays were then done without being informed of costs. My cat was really poorly with a restricted windpipe. But after 2 1/2 hours we were told to collect him and pay the enormous £638 quid!! The whole place was filthy, the staff forgetful and the vet had zero bedside manner regarding costs just keep quoting the company policy! Which is pick a price out of thin air double it and add a bit!! My poor cat is not at another vets in a worse condition and may not last the night!! I hate the service I received! In all my years of having pets, this was the worse I’ve been treated and my poor cat. Seems your reviews are all awful! Very money grabbing first animal care second!! Whoever owns vetsnow must be very wealthy as this was a total rip off!! Very unhappy I will be reporting this practise to trading standards and the vetenary board if there is one! Plus I will try and claim my money back.”

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Posted 7 years ago

HI there, I'm so sorry you dont feel we provided you with a good service. Unfortunately we have to treat the most critically ill patients first, and on busy shifts this may mean you need to wait I'm afraid. We triage all patients admitted to ensure this is done as fairly as possible. It's also true that in many of our clinics, it's normal to have one vet and one vet nurse on shift to cover an out-of-hours basis. Out-of-hours emergency care can be expensive, just as private emergency care would be for humans. We've got a handy explanation of how we work out our costs which might provide you with more context and clarity: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ Please do get in touch with us at clientcare@vets-now.com and we can look into your case. Kind regards - Kirsty

Posted 7 years ago

“Visiting Vets Now became one of the worst experiences of my pet owning life. Our dog was wrongly diagnosed with a life threatening condition and the we were over charged in excess of £500”

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Posted 7 years ago

Hi Mr Piotrowski, please get in touch with clientcare@vets-now.com as we would really like to look into your case. Kind regards - Kirsty

Posted 7 years ago

“Personally I felt all you cared about was money. I had to walk through a waiting room full of people. crying my heart out, and wait at least 10 minutes for my bill to be produced, while the door was left open for the whole waiting room to see my poor dog dead on the floor. Surly I could of waited in the room while the bill was being prepared, and bring in a mobile chip and pin device or even better had the bill emailed to me and pay the next day. Then after this experience I receive my dogs ashes back. I open the card it says inside was individually cremated on 12th April my dog died 13th of April.”

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Posted 7 years ago

Hi there, I'm so sorry to hear this and so very sorry for your loss, we know how traumatic losing a pet can be. We'd really like to look into this for you. Please contact us at clientcare@vets-now.com and we can investigate your case. Kind regards - Kirsty

Posted 7 years ago

“I took my dog for out of hours appointment with a vet from vets now not the pdsa staff who scanned my dog told me cancer had come bk and spread and to bring her in the following day to be put to sleep. She was better the next day so i rang pdsa and said shes bit better and ill call to arange to be put to sleep and the monday she had perked up, i still have my dog who isnt ill at all back to normal self had second opinion from pdsa staff who have said they dont agree she looks like a dog that needs to be put to sleep recently rescanned twice no sign as yet of any mass but alittle unclear on scan due to food etc still in stomach as was slow passing through... currently taking my perfectly healthy dog home pending her health in wks to come if needing another rescan to find the mass that the vetsnow vet said they saw. I took my dog home after seeing vetsnow vet for the last time as was told she needs to be put to sleep i kept my kids age 10 &12 up till gone midnight to say good bye we were all absolutely distraught and upset. Luckily i followed my instinct and didnt take her in on the monday as advised by your vet, if my dog is found to have no mass at all and was misdiagnosed by your vet from vetsnow you would of put a healthy dog to sleep and i would of been none the wiser as her owner that your vet had made a huge mistake!!! If i could of given you a zero rating i would of but the lowest was 1..i would never reccommend anyone seeing any vets from yourselves only the educated pdsa staff who have been brilliant, please feel free to email me with a reply and details of where and who i send a complaint to.”

Helpful Report

Posted 7 years ago

Hi Mrs Harrison, thanks for taking the time to leave this review. I'm so sorry you didn't feel we provided you or your dog with the best service. Please be reassured that all our clinical staff spend many years training to save pets lives, and dedicate their whole lives and careers to caring for and trying to save as many pets as they can. Euthanasia is never recommended except in circumstances where our vets genuinely believe it is the only humane option given the diagnosis. I'm glad your dog is feeling better at the moment, and we would like to speak to you in person to investigate your case and talk through the details of our diagnosis and why we recommended that course of action. Please get in touch with us at clientcare@vets-now.com with details of your case and we will be in touch. Kind regards, Kirsty

Posted 7 years ago

“Advised vet on previous effective treatment for my dog which she refused to do. So dog was poorly for longer. She spent more time talking about costs than she did about my dog. Unimpressed.”

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Posted 7 years ago

Hi there, thanks for taking the time to leave this review. I'm sorry you felt you had a bad experience with us. Many clients feed back to us that they prefer to have the conversation around treatment costs earlier rather than after so they can make the best decision for treatment. Please get in touch with clientcare@vets-now.com and we can look into this further. Kind regards, Kirsty

Posted 7 years ago

“The vet from lockets Lane longton stoke on trent Raphael was heartless rude and stunk of stale cigarettes. My dog had been saved by my lovely vets in Trentham to sadly have to go to that heartless and extremely extortionately priced rip off merchant to be let down and my dear dog passed away. When he phoned to say she’d died there was no compassion shown just a list of rip off fees that my own vet couldn’t believe when she looked as 3 items he’d listed as £188 each cost £10 each. This company has caused a lot of upset and it’s on going as I’ve heard of many more cases since.”

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Posted 7 years ago

Hi Paula, thanks for taking the time to leave this review, I'm so sorry you had a bad experience with us. It's true that out-of-hours emergency veterinary care can be expensive - have a look at our common FAQs on the subject here: https://www.vets-now.com/client-care/faqs/payment/ In regards to your dog's diagnosis, we'd really like to understand the circumstances of your case. Please get in touch with clientcare@vets-now.com so we can look into this for you. Kind regards, Kirsty

Posted 7 years ago

“Awful service - nearly cost my dog his life. Suspected that my puppy had ingested an object, he had been non-stop vomiting for 12 hours. Took him to Vets Now in Warrington, and the vet gave him a quick glance over, did a blood test and sent us on our way saying he was fine (after charging £250). Thought it was odd that he didn't x-ray to confirm my suspicion, but was relieved to be told everything was OK. 2 days later decided to take him to our regular vets for a second opinion. She was in complete disbelief that he had not been given an x-ray to rule out a foreign body obstruction, especially given his history and the specific concerns we had communicated to the vet. She said that manually feeling his stomach could not rule out an obstruction, an x-ray would be the only way to do this. She took him away immediately for an x-ray, and rang us a short while later to tell us that an obstruction had been found (a glove in his intestines), and he had undergone abdominal surgery to remove this. Had we followed the advice of the so-called professional at Vets Now, he would have lost his life.”

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Posted 7 years ago

Hi Miss Allan, Thanks for taking the time to leave us this review. I'm sorry to hear you had a bad experience with us. Please get in touch with our clientcare@vets-now.com so we can investigate the circumstances of your case. Kind regards, Kirsty

Posted 7 years ago

“My son and l felt the vet was very unfeeling towards our situation didn't know what was wrong with our dog when l had explained on the phone so obviously no communication just felt the whole experience was very rushed plus she came in during our goodbyes to our darling dog to say 'you know you have to pay for cremation' which l felt should have been said when our dog had been put to sleep or after we had left the room the vets mannerism was abrupt and very uncaring not at all happy with service”

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Posted 7 years ago

Hi Miss Birnie, I'm so sorry to hear you had a negative experience with us, and so very sorry for your loss. Compassion is one of our core company values so I'm very disappointed to hear that you didn't find us to be compassionate. Please get in touch with clientcare@vets-now.com with details of your case and we can look into this. Kind regards, Kirsty

Posted 7 years ago

“Extremely unhappy with the service we received. Vet was “happy” my cat looked so awful when I got there as it validated the fact he’d said he looked awful! Even once he’d died you called me two days after to ask how he was!”

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Posted 7 years ago

Hi Mrs Draper, I'm sorry to hear you had a bad experience with us. We'd like to understand the context of the conversation our vet had with you, so please get in touch with clientcare@vets-now.com and we can look into this. Kind regards, Kirsty

Posted 7 years ago

“First got refused to be seen, even tho my dog had been seen out of hours by yourselves only 4 months ago”

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Posted 7 years ago

Hi Miss Hudd, thanks for taking the time to leave us a review, I'm sorry you had a negative experience. We would never refuse to see an emergency, critically-ill patient out-of-hours so we would really like to understand what happened here. Please speak to our client care team at clientcare@vets-now.com and we can look into this for you. Kind regards, Kirsty

Posted 7 years ago

“We took our staffie to the emergency services the vet didn't even examine him . Gave him a pain injection and said take him to our own vets in the morning. He had hurt his back. He was walking unsteady on the Sunday teatime. By the morning he was paralysed from his waist down. If the vet had of examined him maybe this wouldn't of happened . We had to get him put to sleep . My baby boy . I am heartbroken”

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Posted 7 years ago

Hi Leanne, I'm so sorry to hear you weren't happy with our service and so very sorry for your loss. We'd really like to understand what happened here, so please get in touch with clientcare@vets-now.com with details of your case so we can look into this. Kindest regards and sincere condolences, Kirsty

Posted 7 years ago

“My dog was misdiagnosed. I was told she had an abscess due to infected anal glands when in fact she had septicaemia. Plus her abdomen was red and bruised and the vet said it was due to my dog licking herself. This was in fact internal bleeding. That was on Sunday and my beloved dog died on Tuesday.”

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Posted 7 years ago

Hi there, and thanks for taking the time to leave us a review. I'm so very sorry to hear this, and so sorry for your loss, we know how awful it is to lose a pet. An infection is one of the leading causes of septicemia, however the consition can develop very rapidly and can be difficult to diagnose. We'd still very much like to look into your case so please get in touch with us at clientcare@vets-now.com and we can investigate. Kindest regards and sincere condolences - Kirsty

Posted 7 years ago

“Vet was appauling & condisending, very judgemental and didn’t care about my much loved family pet.”

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Posted 7 years ago

Hi Stacey, I'm so sorry to hear this. I'm especially surprised and disappointed as we pride ourselves on our customer service and compassion is one of our core company values. Please get in touch with clientcare@vets-now.com and we can look into your case. Kind regards, Kirsty

Posted 7 years ago

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