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Vets Now Reviews

4.3 Rating 2,805 Reviews

81 %

of reviewers recommend Vets Now

Company Reviews

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

Miss Jade Marshall

Vets Now 5 star review on 13th January 2021

Miss Jade Marshall

Vets Now 5 star review on 22nd December 2020

Vets Now 5 star review on 16th December 2020

Vets Now 5 star review on 15th December 2020

Anonymous

Anonymous // 01/01/2019

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

“The treatment of my dog was reasonable. The charges however, at nearly three times what someone paid their normal vet for out of hours treatment of the same condition in another town, were not. Eye watering out of hours fees together with double charging for treatment are good examples of why monopolies are not a good thing for customers. Hey ho, i guess I'll just have to swallow the hike in insurance premium next year.”

Posted 5 years ago

“Staff attitude”

Posted 5 years ago

“I took my beloved dog Bud to Vets Now at Haygate Rd surgery on the morning of Sunday 25th March 2018 due to his back legs suddenly no longer working. The vet I saw, a younger male, treated me with very little empathy and I went away feeling confused about what was happening to Bud and my mind reeling after the talk of having him PTS. This vet appeared far more concerned about how much money he could charge me than any real concern for my suffering dog or my obvious distress. I took Bud home with me again with the intention of taking him to my own vet on the Monday morning, but unfortunately Bud’s condition deteriorated over the day and, as I was desperate for him not to suffer further or be in pain, I returned to Vets Now on the Sunday evening and saw a different vet, this time an older lady. This vet, and her nurse, took the time to actually fully examine Bud and explain everything as best as possible. I had to make the devastating decision to have my Bud PTS, and whilst this meant the bottom dropping out of my world, I was very grateful for the empathy and compassion shown by both this lady vet and her lovely nurse. I would very much like my thanks passed on to them for the way in which they dealt with Bud, me and my family during this absolutely heartbreaking experience. The male vet however upset me again further when a couple of weeks later I had to return to Vets Now to pick up Bud’s ashes. I asked him whether he was able to tell me the time which Bud had been PTS, as I wanted to know for my own grieving process. He wasn’t able to tell me the exact time, which I accept wasn’t his fault if that information hadn’t been recorded, but him asking in an off-hand manner whether there was “any particular reason” I wanted to know certainly didn’t feel appropriate or show any understanding of how losing a beloved pet feels. When I also asked him to complete my insurance claim form his first question was “have you paid us for it yet?”, again proving that his only interest is in how much profit can be made from grieving pet owners like myself. I found his treatment of me throughout the whole process cold, discompassionate and highly inappropriate. I’ve never before come across any other vet who has seemed so disconnected from the understandable emotions of distressed pets owners, and I think that his manner should be addressed with him in order for others not to have to be on the receiving end of his complete lack of empathy.”

Posted 6 years ago

“Saturday was good, thank you Jennifer Blake, & would rather not remark about the Sunday where ‘a party in a brewery’ comes to mind.”

Posted 6 years ago

Hi there, thanks for taking the time to leave us a review. I'm sorry you didn't feel our service was up to scratch, please get in touch with us at clientcare@vets-now.com and we can look into this for you. Kind regards, Kirsty

Posted 6 years ago

“Cost a fortune for a ten min visit and still didn’t know anything more about what was wrong with my dog.”

Posted 6 years ago

“Very expensive for a 5 consultation! Poor advice from the vet, palmed off with a controlled drug which wasn’t lisenced to use on cats! Advised to go to our normal vet in the morning and they had no problems with investigating the problem and diagnosis.”

Posted 6 years ago

“The vet who treated Libby was very good and very compassionate and done his job perfectly . The receptionist on the other hand was only interested in mentioning money and was incredibly rude on our exit making us feel more upset than we already was, she was clearly only interested in us spending more money on a x-ray that Libby didn’t need making us feel we wasn’t putting Libby’s best interests first although we had already seaked the vets advise. She was very cold hearted and we feel very sorry for anyone who has to deal with her with their beloved pets.”

Posted 6 years ago

“Seen a vet at 5.30 pm and was refered to you for a spay. Explained why been sent to pdsa and wad told to go back to vet next day for AZALIN injection. The vet wouldnt give it beecause of the high risk of losing my girl and not a 'labelled' product. Waste of £284. Fees very expensive”

Posted 6 years ago

“Quick to deal with the situation, we didn’t have to wait to be seen and the staff were all very nice and efficient. However, I was extremely disappointed that after explaining the circumstances/injury in detail on the phone and being told to drive the 20 minute journey in, we were immediately told after arriving that you don’t have dental facilities. I felt that I should have been told that on the phone and I could have found another emergency vet who had the facilities to help my dog that night rather than her be left with her injury overnight and us left with the worry overnight. The mandatory charge is excessive and I have since heard of other vets who charge less which again is extremely disappointing when you couldn’t even deal with our situation properly.”

Posted 6 years ago

“I'm sure they are as caring and compassionate as any other veterinary organisation, however their charges are beyond belief. Please don't post me some guff about how the vast amounts of money I paid you are spent, you are nothing but money-grabbers.”

Posted 6 years ago

Hi Dave, thanks for taking the time to leave us a review. I'm sorry you feel this way. We do appreciate that out-of-hours emergency veterinary care can be expensive which is why we always advocate pet insurance as part of responsible pet ownership. I would encourage you to have a read of the following as we spent a lot of time putting the information together to help give more context about why the fees are high - https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ Kind regards, Kirsty

Posted 6 years ago

“Although I understand that my vet could well have been ill I feel that £149 is an EXTORTIONATE amount for a 10minute check up where I was told that the volume of chocolate he had eaten was only a mild dose and that he just needed to be at home. I certainly would not recommend this vets to anyone to be honest. As I previously stated £149 is far too much and is praying on those who are stupid enough (like me) to pay.”

Posted 6 years ago

Hi Mr Bow, thanks for taking the time to leave us your review. Our consult fee covers the fact we provide out-of-hours emergency cover for pets when your own vet is closed. We need to cover our vet's salary, clinic running costs, treatment and medication costs etc. whether we see one emergency case per night/weekend or 30. In this case I'm glad we were there to provide you peace of mind and examine your pet for the possibility of chocolate toxicity, which is a serious condition and can cause death in some cases depending on the amount consumed. We do have an article which explains in more details how your fee is spent - I hope this provides more clarity and context: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ kind regards, Kirsty

Posted 6 years ago

“We waited 1 hour before we were properly seen by a vet nurse to even administer my dog who was clearly in pain from his dog fight wounds any painkillers. Then it was a further 3 hours 15 minutes before a proper Vet had a look at him and there wasn’t even a consultancy room available we were seen in reception in front of everyone else. I expected to pay a lot for an out of hours service but I also expected to receive a good service, I was very disappointed and was glad to be in touch with my usual vetinery practice after the bank holiday.”

Posted 6 years ago

Hi Mr Bamber, thanks for taking the time to leave this review. I'm glad we were able to treat your pet when you needed us most. I'm sorry you felt waiting times were excessive. We triage all patients when they arrive and it's our policy to treat the sickest pets first - the same system used in human A&E. Easter weekend is typically one of the busiest times of the year for us (the other being Christmas and Boxing Day), so I apologise if you had to wait longer than normal. If you'd like to speak to someone in more detail regarding your case please get in touch with clientcare@vets-now.com - kind regards, Kirsty

Posted 6 years ago

“I did not feel that the vet that saw my dog was very experienced or knew what she was talking about. Considering I had to pay £150 for an emergency out of hours appointment I would expect a decent vet to be seeing my dog. I left the vets feeling un-reassured and with more worries that I went in with. I feel angry that I called up for advise prior to going to the vets and was advised that my dog definitely did need to see a vet, I then turned up and the lady was struggling to communicate in English with me or seem to know what to do.”

Posted 6 years ago

Hi Miss Thompson, I'm really sorry to hear you feel this way. All our vets study for years and complete additional training in emergency and critical care to ensure they uphold the highest possible clinical standards. We pride ourselves on being clear and compassionate when dealing with our clients, so I'm sorry you feel we fell short here. Please get in touch with clientcare@vets-now.com and we can look into your case. Kind regards - Kirsty

Posted 6 years ago

“Vet barely looked at our rabbit and charged us £65 for the experience. Next day we were in at our normal vet and they were asking why the poor thing hadn't been treated for an obviously broken foot.”

Posted 6 years ago

Hi Lauren, I'm sorry you feel this way. It's true that out-of-hours emergency care can be expensive, which is why we advocate for fully comprehensive pet insurance for responsible pet owners. We've got a handy FAQ online which might help give you some more context and clarity: https://www.vets-now.com/client-care/faqs/payment/ - kind regards - Kirsty

Posted 6 years ago

“I felt as did the other customers in the vets that your £160 was an unreasonable cost, and I felt ripped off”

Posted 6 years ago

Hi Mr Moate, thanks for taking the time to leave us your review. I'm sorry you feel this way. It's certainly true that emergency out-of-hours veterinary care is expensive - we must staff our state--of-the-art clinic with experienced clinical staff, drugs and treatment facilities whether we see one client or 20 of an evening, so this cost has to be split evenly. We are huge advocates for comprehensive pet insurance for responsible pet owners which covers for emergency treatment, and we've also got this handy article which explains how your fees are spent, which hopefully gives more clarity: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - kind regards, Kirsty

Posted 6 years ago

“I rang as my puppy was sick and there was worms in, i asked what i should do and the male on the phone explained i should come in. It was hard for me to get in so early in morning (1 ish) i rang again explained again and to ask if it was reallly an emergancy or could i wait until the morning, the male again said i really should go in but if i didnt i need to monitor her. I came because he made me feel as though it really was an emergancy. After seeing the nurse she told me worm infections are something they dont have the medicines to treat there. Why was i told to come in then because the male on the phone made me feel like it would be bad if i waited for my own vet, even though im sure hes aware that they dont have the medicines for that. To pay £190 and not get the problem solved there and then, leaving with my dog in the same condition as she would have been if wed have stayed home is very frustrating for me. This was a dishonest service to me because he should have not got me to come in with the things i had told him. I would live to think im going to get some sort of money back. Would not trust this again if they cant treat my dog once she gets there”

Posted 6 years ago

Hi Ms Ellis, Thanks for taking the time to leave a review, I'm sorry to hear you had a negative experience with us. Our advice is always to bring your pet in if it gets worse, if symptoms persist or if you are really worried. We'd really like to understand what went wrong here and would like to listen back to your call to see how any miscommunication might have occurred. Please get in touch with clientcare@vets-now.com and we can look into this for you. Kind regards - Kirsty

Posted 6 years ago

“The receptionist was absolutely lovely, the vet not so much, we were clearly upset as our beloved puppy wasn’t well and our insurance didn’t cover it, she didn’t even look at him she just got us a invoice for £1500, this was after we paid £127 just for the to look at him for 30 seconds. We went to another vet and the antibiotics cost a 3rd of what this practice wanted! My puppy is doing well now and we have full insurance 👍🏼”

Posted 6 years ago

Hi there, I'm really sorry to hear you didn't have a good experience with us and didn't find us to be compassionate enough. It's true that out-of-hours emergency veterinary care can be expensive, particularly without insurance. We have a handy article that explains where your fees go, which hopefully you'll find helpful: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ - kind regards, Kirsty

Posted 6 years ago

“I arrived at approx 12 30 am with my lame dog. I agreed to keep him in the car until the vet could come out. She was caring for a dog having seizures. I sat for at least 40 mins and checked that we hadn't been forgotten. By this time the dog was very distressed. The vet finally came out. Observed the dog and said she would give painkiller before trying to move him again it took some time for her to do this. The painkiller had little effect. We finally moved the dog into the building. We discussed the options and my daughter and I agreed quite quickly that putting him to sleep was best option. We were given time with him ( far too long for all of us). The vet said she needed to sedate him as he was very distressed. Sedation had little effect. She tried shaving his paw which increased his distress. She kept leaving us for some time. Decided then that injection in abdomen was best option. Having been there for 3 hours and having decided very quickly that he needed to be put to sleep it was a very harrowing experience and didn't put him out of pain as quickly as we would have expected. A friend s dog was very quickly given an injection in his neck why wasn't mine.?”

Posted 6 years ago

Hi Mrs Walsh, I'm so sorry to hear this and my sincerest condolences for your loss. I;m afraid it's true that we need to treat the sickest and most critically ill of pets first, and so sometimes this does mean that other patients need to wait until our clinical team are free. We have a duty of care to make sure all animals are comfortable and free from pain so I'm sorry if you felt we fell short here. Many owners leave feedback to say they'd prefer to have longer to say goodbye to their pets, so we may have misjudged this, and I apologise for that. In terms of administering injections, all dogs are different, and therefore there are a number of ways we can administer drugs intravenously. Please get in touch with our client care team to discuss your case in more detail, just email clientcare@vets-now.com. Kindest regards - Kirsty

Posted 6 years ago

“There is no respect for the illness/injury to my pet, except the cost and wanting a huge deposit even before any real assessments or treatment that may or may not be needed necessarily.”

Posted 6 years ago

Hi there. I'm sorry you feel this way. Please get in touch with Client Care as we'd really like to investigate your case. You can reach us on clientcare@vets-now.com - Kind regards, Kirsty

Posted 6 years ago

“6 hrs later our dog died but was treated for a temperature”

Posted 6 years ago

I'm so sorry to hear this, please get in touch with clientcare@Vets-now.com to discuss your case. Kind regards, Kirsty

Posted 6 years ago

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Vets Now is rated 4.3 based on 2,805 reviews