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

“My dog was bitten in her ear which made a tear in the skin about 3cm long. She is a chihuahua so it was pretty big however as it was not “life threatening” she did nothing and told us to come back In office hours. We were charged £180 for literally nothing. To make matters worse: We went to our normal vet the next day who told us now that as the wound was no longer fresh she had to go under general anaesthetic and have the wound cut away to be sewn back together. They informed me the vet should have sewn it up on the night and it would have saved the dog a lot of trauma and from loosing extra skin on her ear. She also would have had much better healing. She is a show dog. This is outrageous and negligent. I will leave a public review.”

Helpful Report

Posted 7 years ago

Hi Mr McAulay, I'm really sorry to hear you didn't have a good experience with us. Our consult fee covers the fact we are on hand on an out-of-hours emergency basis to treat the most critically ill pets. If your pets wound was superficial, our advice is that it's usually best to wait until you can see your regular vet the next day as non lifesaving surgeries performed on an out-of-hours basis can be expensive. If you'd like to chat to us about the specifics of your case please get in touch with client care at clientcare@vets-now.com and we can investigate. Kind regards, Kirsty

Posted 7 years ago

“Well where would you like me to begin. Totally uncaring, refused to help me syringe feed a 3 week old kitten, just said euthanasia is only option. Rude receptionists. Totally disgusted, refused to help but charged me extortionate price. Will never recommend. Not even worthy of 1 star.”

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Posted 7 years ago

Hi Ms Keane, I'm very sorry to hear you didn't feel we provided a good service. Typically the majority of tiny kittens who are being syringe fed at home and present to us in an emergency situation are often beyond help. In many instances it's very common for them to aspirate the milk into their lungs which causes serious issues, and in these cases the prognosis is almost always bad news. I understand this can be distressing news to recieve. However, I'm disappointed to hear you didn't feel we were compassionate enough in our care, so please do get in touch with clientcare@vets-now.com and we can look into your case in more detail. Kind regards - Kirsty

Posted 7 years ago

“It was horrible it maybe ok for people who don’t have to pay but for those of us that pay for our treatment for our treasured pets it’s awful I felt that all you were interested in was money and I think 250.35p for two injections that made no difference difference to my poor boy is outrageous you should hang your heads in shame”

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Posted 7 years ago

Hi Ms Wilson, I'm sorry to hear you weren't happy with our service. Out-of-hours emergency care can be expensive, so we always advocate the highest level of pet insurance possible for responsible pet ownership to cover for this. We have a handy article which might help give some context and clarity as to how your fees are spent: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - Kind regards, Kirsty

Posted 7 years ago

“Not sure how I felt about paying £161 for a consultation and then quoted me £1600 to stitch up our dog, so I took our dog to a loacal village vet he told us to come straight over and charged us £380 for the lot...... something really doesn’t seem right up your end....”

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Posted 7 years ago

Hi Mr Keane. Thanks for your feedback. We're the UK's leading provider of out-of-hours emergency and critical care and as such we have the highest possible clinical standards. Out-of-hours emergency care can be expensive, particularly if surgery is involved, and we have a handy article that explains why this is the case: https://www.vets-now.com/2017/02/emergency-vet-visit/ Hopefully this will give you some clarity as to how your fees are spent. Kind regards, Kirsty

Posted 7 years ago

“Absolutely disgusting place. Rude, ignorant receptionist and uncaring vet with no compassion. Purely in the job for the money. Would never go again and would advise others not to. Not even worthy of 1 star.”

Helpful Report

Posted 7 years ago

Hi Mrs Keane. I'm so sorry to hear this, especially as compassion is one of our core values as a company. We'd really like to understand what went wrong here so please get in touch with clientcare@vets-now.com and we can investigate your case. Kindest regards - Kirsty

Posted 7 years ago

“Vet had zero bedside manner, being very cold and aloof. Didn’t tell us anything about our cat had to squeeze out the merest of information”

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Posted 7 years ago

Hi there, I'm so sorry you feel this way. I'm disappointed to hear this, particularly since compassion is one of our key values at Vets Now. We'd really like to have a look into your case, please get in touch with clientcare@vets-now.com and we can investigate. Kind regards - Kirsty

Posted 7 years ago

“Very expensive but I also did not see the vet examine my cat as that happened in a room at the back so I don’t really know what I got for my money”

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Posted 7 years ago

Hi Mrs Gandhi, Thanks for taking the time to leave us a review. I'm sorry to hear you were disappointed in your experience with us. Sometimes circumstances arise where we need to examine a pet in our clinical area where owners are not generally allowed, however we would always strive to avoid this where possible. If you'd like us to look into your case please get in touch with clientcare@vets-now.com and we can investigate. Kind regards - Kirsty

Posted 7 years ago

“Not very happy with my visit as my cat was very ill the vet did not take his temperature which was extremely high as I had to take him to hospital later”

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Posted 7 years ago

Hi Miss Rose, I'm really sorry you were disappointed in our level of care, please remember to get in touch with clientcare@vets-now.com and we can look into your case for you. Kind regards - Kirsty

Posted 7 years ago

“My 2 yr old had a trauma yesterday. Bleeding from her back end I rushed her in, your vet explained very clearly everything that needed doing. As she is INSURED I thought they would be paying after I put the claim in. When landed with a bill for £550 I asked what do you do if you don’t have the money up front? The receptionist told me “euthanise her”. I’ve had to put the bill on my credit card with no credit! I’m getting charged 24.9% a day for going over until the money comes in. Take into consideration those with NO spare cash!!!!”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry to hear you had a bad experience with us. Unfortunately, the nature of emergency out-of-hours care is that where possible, the majority of fees must be paid upfront and claimed back from insurance. This is our standard procedure, however for those who can’t afford the full treatment, we may be able to tailor the treatment options to suit a restricted budget. If this is the case, your vet will discuss with you the potential risks of declining any aspect of the recommended diagnostic/treatment plan. If this is not possible, the vet may offer you some time to pay your bill. However, the treatment options will be restricted to emergency treatment and first aid. We have a list of FAQs around our pricing here for some clarity and context: https://www.vets-now.com/client-care/faqs/payment/ Kind regards, Kirsty

Posted 7 years ago

“Lack of customer service, care for pet and credibility”

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Posted 7 years ago

Hi Miss Wallman. I'm concerned to read this review, we'd really like to understand what went wrong in your case. Please get in touch with us at clientcare@vets-now.com so we can investigate. Kind regards - Kirsty

Posted 7 years ago

“What went wrong? From start to finish. Our beautiful dog passed away unexpectedly yesterday thanks to the useless vet. We took him in at around 21:00pm because he wasn't acting his usual self, and all she said was oh he's fine he's just got a fever. Came back home with my dog and at 02:30am he started fitting so bad and lost his sight straight away. He never ever was himself after that. We rang the place 4 times and all they said was oh he's just coming round he'll be fine.. Hours later my baby died. Yet the vets have said everything was absolutely fine. He's gone and he shouldn't of gone. Terrible place wouldn't ever recommend it, I blame these for my baby passing away. This will be taken further.”

Helpful Report

Posted 7 years ago

Hi Natalie, I'm so sorry to hear this, and so sorry for your loss. It can be incredibly difficult - almost impossible - to predict a seizure in an animal before it happens, and even more difficult to assess the severity of the seizure until after it has happened and the animal has either recovered or not. I understand this situation is very distressing to you. Please get in touch with our client care team at clientcare@vets-now.com and we can look in to this case. Kindest regards - Kirsty

Posted 7 years ago

“I came in with my 5 month old puppy after he ate a box of chocolates. I called in before to get recommendations on what to do and was advised to bring him down. My dog was sick by himself before I brought him so I called back to see if I should still bring him (bearing in mind the cost of an appointment is £140.) They said I should definitely still bring him in as the vet would check he had thrown everything up and probably induce him to be sick more just incase there was any more chocolate in his system. We arrived and were seen quickly only to have him looked over for about 90 seconds, had his temperature taken and to be told he will be absolutely fine. I resented paying the £140 for that and managed to only pay £60 but on the way home my pup was sick again about 4x more than he was in the first place so I was annoyed the vet hadn't felt the need to make him sick as I think it was only the journey that make him throw up. So much money for nothing. Thank god my pup was alright no thanks to the vet at all. Felt really taken advantage of and robbed.”

Helpful Report

Posted 7 years ago

Hi Ms McEwan, I'm sorry to hear you didn't feel we provided you with a good service. We would always advise you to come down to the clinic to check your dog if it has eaten chocolate, I'm sorry you feel we didn't spend enough time examining your puppy. We'd like to look into this, please get in touch with clientcare@vets-now.com so we can investigate your case. Kind regards - Kirsty

Posted 7 years ago

“Extortionate consultation fees £206! And then try and get you to pay for more and more tests. Nothing warrants such fees, profit driven rather than pets first.”

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Posted 7 years ago

“Little compassion or even intent to help”

Helpful Report

Posted 7 years ago

Hi there, I'm really sorry to hear you had a bad experience with us. We'd like to understand what happened here, so if you haven't already, please get in touch with clientcare@vets-now.com to discuss your case. Kind regards, Kirsty

Posted 7 years ago

“More concerned with if you have an infinite amount of money to treat your pet. If you don't have or any insurance then little they will do. They made me feel guilty as I couldn't afford the money they kept adding on for minimal treatment. Every conversation with them started we know you mentioned about money but........ I don't know if I had several thousand pounds whether my pet would have got better or what I took from them was the cheapest option was to put to sleep.”

Helpful Report

Posted 7 years ago

Hi Mrs Reilly, I'm so sorry you feel this way. Cost is a key component of treating a very sick pet, and it's true that out-of-hours emergency vet fees can be expensive, which is why we would always advocate the highest level of pet insurance available to cover these circumstances should they arise. We have a handy FAQ all about our pricing which might provide you with more context and clarity: https://www.vets-now.com/client-care/faqs/payment/ - Please don't hesitate to get in touch with clientcare@vets-now.com to discuss your case with us in more detail. Kind regards, Kirsty

Posted 7 years ago

“Given wrong diagnosis quoted 5k to have our dog given X-rays, endoscopy and possible op, left to wait for 1/2 hour till we were told our vet had left he had a migraine. Asked to use WiFi to access internet to check insurance and was told it wasn’t allowed to be given out to public. As a result of everything I was so stressed I left after being charged £159 which was incorrect as we were a referral thankfully our vet noticed and it was reduced to the correct cost. Even when leaving the vet was trying to encourage us to give the dog a painkiller even though she was sleeping on my lap and seemed fine. I got a gut feeling it was all wrong I felt like the vets aim was to administer as many meds as possible to maximise income. The next day we went to our own vet to be told she had kennel cough!!!!!!! If I had listened to vets now she would have been through hell genuinely upset with the lack of care. The only good part was the receptionist she was lovely.”

Helpful Report

Posted 7 years ago

Hi Ms Dolan, I'm so sorry to hear you weren't happy with our level of service. We pride ourselves on our clinical excellence and compassion, so I'm sorry you felt we fell short here. It's true that out-of-hours emergency treatment can be expensive, which is why we always encourage the highest level of pet insurance available. We've put together a short FAQ which might give you some context and clarity: https://www.vets-now.com/client-care/faqs/payment/ - please get in touch with clientcare@vets-now.com to discuss your case in more detail. Kind regards, Kirsty

Posted 7 years ago

“Charged 500 and owe 300 plus for an useless vet who was adding to my bill every time I spoke to him . No empathy what so ever . Had my 8 mth old cat put to sleep as the vet said 1000 pound bill by the morning . If they operated 3000 plus . Hope the vet needs emergency treatment one day and has to pay for his euthanasia too . Really angry . The first thing he said is ... when will I be in to pay 300 plus . Well I won't be in . Totally disgusted..... may as well be the cat killer . Take me to court .”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry to hear you feel this way, and very sorry for your loss. We've put together a handy FAQ guide which helps explain how we calculate the cost of your emergency treatment, and always communicate these costs to you in advance of this treatment so you can make the decision that's right for you. We hope this will provide you with some clarity and context: https://www.vets-now.com/client-care/faqs/payment/ - please get in touch with clientcare@vets-now.com if you wish to discuss your case. Kind regards, Kirsty

Posted 7 years ago

“I brought my dog to VetsNow. They put him in a oxygen chamber to help with his breathing and we were not allowed to see him. The excuse given was "there are X-Ray machines out the back and therefore you cannot go through and see him! I felt like we were rushed into the wrong decision. We were therefore unable to say our goodbyes. We were woken the following morning with a phone call informing us of our dog's death and asked "if it was convenient to pay the bill" in the next breath. I will forever feel guilty for not reviewing VetsNow beforehand and leaving my dog with you. From a cost point of view I was charged £200 before walking in the door and the total cost for a few injections and being in a oxygen chamber (a crate with oxygen) was more than £600. There only seemed to be one qualified vet and a nurse looking after the entire practice.”

Helpful Report

Posted 7 years ago

Hi James, I'm so sorry to hear about your loss, and sorry you don't feel that we provided you with a good level of care during your difficult time. It's true that it is not usual practice to allow clients through into our clinical area as there are often other very sick pets being treated or operated on, and complicated machinery and medicines which may be hazardous to members of the public if not handled correctly. Our vets and nurses work extremely hard through the night and at weekends to save the lives of the sickest pets, and I'm sorry that you weren't happy with this level of service in this case. Please get in touch with clientcare@vets-now.com and we can investigate this for you. Kindest regards - Kirsty

Posted 7 years ago

“I took my Yorkshire terrier here on a Sunday night she was I terrible trouble and in truth all they seemed interested in was taking my money and showed little if any compassion to the point that they wouldn't even euthanasia until they had taken payment yet when I asked for two minutes to see her I was told there wasn't time following on from this I had her cremated two weeks ago also with yourselves and was told I would be contacted when she was back which was a phone call that never came and because of this delay I called them yesterday evening to be told she was there and ready to collect I collected her in a nice casket engraved with her name which is now together with her sister who died a month previous who thameswood vets dealt with in a much more sincere process all the way through and made it easier to deal with the whole situation”

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Posted 7 years ago

Hi Mr Hancox, I'm so sorry you had a bad experience with us, and so very sorry for your loss. I'm disappointed to hear you didn't find us to be compassionate as this is one of our core company values. Please get in touch with our client care team who would be happy to look into your case for you - you can reach them on clientcare@vets-now.com. Kind regards, Kirsty

Posted 7 years ago

“The medical service was good but the mind set of the vets was terrible, all they cared about was the cost I had to pay and what was the easiest option for them, (having my dog put down)”

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Posted 7 years ago

Hi Mr Tolson, I'm sorry to hear you didn't feel we delivered a good service. We'd like to look into this, so please contact clientcare@vets-now.com and we can investigate your case. Kindest regards - Kirsty

Posted 7 years ago

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