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

“The staff on the front desk were exceptional but we knew our rabbit was dying we just did not want him to be in pain and he was taken away so we were not with him when he died .we were shown into a consulting room and the nurse came into the room and said they were trying resuscitation we said to stop she left and came back in with papers for cremation services so we knew he was dead .when I said we wanted to take him home she was quite abrupt ,she returned with him scooped up in the towel we brought him in with which was covered in pee & poop I know this happens but they could have given me a little piece of white roll . Will never be back.”

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Posted 7 years ago

“I don't feel my pets problem was resolved! I was £165 for pet to be seen then sent home with no answers and advised to go to own vet!”

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Posted 7 years ago

“It was a very long wait to get seen. It appeared the bet was on her own and completely stressed out. I was asked to wait till she’d seen another animal as the dog had come in by pet ambulance. I refused! Got the treatment I required eventually but the place was tired. Burst couches - chairs with foam poking through! I’ve just paid £220 for out of hours treatment can you not provide newer couches?”

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Posted 7 years ago

Hi Ms Smith, I'm sorry you feel this way. In our Glasgow Hospital we always have several vets and nurses working away at any one time, so my apologies if it did not seem this way. Just as in a human accident and emergency facility, we would always respectfully ask that you understand that we need to triage all cases that come in to allow us to treat the very sickest pets first. I'm sorry you felt we were asking you to wait a long time. Some shifts are busier than others with pet emergencies, again just like in a human hospital, and you're right, this can be stressful for our clinical team. Our Glasgow hospital is set to undergo a large refurbishment this summer, and included in this will be brand new seats for our waiting area. Regards, Kirsty.

Posted 7 years ago

“Too expensive and were more interested in payment than dogs well being”

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Posted 7 years ago

Hi there, I'm really sorry you feel this way. Compassion is one of our core values so I'm disappointed to hear you didn't find us to be compassionate. It's true that out-of-hours veterinary care can be expensive, which is why we always advocate a fully comprehensive insurance policy. Please get in touch with clientcare@vets-now.com if you want to discuss your case in more detail. Kind regards - Kirsty

Posted 7 years ago

“the nurse was not very helpful at all. although all of the staff were very friendly and kind, she was adamant that my dog was okay when he very clearly needed to be treated. we took him to the PDSA the following evening where they gave him an injection and medication.”

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Posted 7 years ago

Hi Mellisa, I'm sorry to hear you didn't have a good experience with us and that you didn't think we were compassionate enough - it's one of our core values. Please get in touch with clientcare@vets-now.com and we can look into your case. Many thanks, Kirsty

Posted 7 years ago

“Very disappointed and angry at the service I received. Any pet owner that comes to Out Of Hours vets believe it to be an emergency. I was no different. I arrived at 4am with my dog. After answering questions at the reception of what was wrong I was asked to take a seat and wait for the vet. By the time I got into the consultation room my dog had deteriorated more. I understand that the vets has to ask follow up questions to help diagnose the dog but the vet Cormac Dolan sat facing the computer asking all the same questions for 5-6 mins before he even turned to look at her. In that time her back legs started shaking uncontrollably. It got so worrying that I asked him to ‘get his face out the screen and actually look at her’ Compare his entire mannerisms with other vets I’ve came across, it seemed like he didn’t even want to be there. Before he turned round to see her he had already decided what it was just because she was a Shar Pei. Once he decided that she needed medication he left the room and didn’t come back for a further 5 mins. Considering the cost to use this service, I find this totally unacceptable.”

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Posted 7 years ago

Hi Mr McGimpsey, I'm so sorry to hear that you didn't have a great experience with us. We have to treat the very sickest and most critically ill of pets first, which can sometimes mean a short wait until one of our vets is free. I'm disappointed that you didn't feel we were adequately compassionate, as it's one of our core values. If you like, you can get in touch with clientcare@vets-now.com who can investigate your case. Kindest regards - Kirsty

Posted 7 years ago

Hi Mr McGimpsey, I'm sorry you didn't have a great experience with us. In order to ensure we can treat everyone fairly, we see only the most critical cases first, which is why in some cases other pets may need to wait a short while until a clinician becomes free. I'm sorry to hear you didn't find us engaged or compassionate enough - it's one of our core values. Please get in touch with clientcare@vets-now.com and we can look into your case. Kind regards, Kirsty

Posted 7 years ago

“Vets Now didn’t make me happy, I needed to go there as an emergency. The vet didn’t intoduce himself so don’t know his name nor showed me any compassion at a time when it was needed. My dog was ill and had just had an ‘episode’- we didn’t know wether it was a seizure or fit. Got the impression he didn’t really believe us as when we arrived he was supposedly showing no sign of either and his first question was to ask if any of us had filmed it. Obviously, this was last thing on our mind. He then went on to ask if we could have maybe thought it was worse than it actually had been. We are not stupid people and the thought of paying £145 just to hear someone say this is unacceptable. He also didn’t really make himself clear a few times when explaining things. However he did come round when I was paying the bill for £200. The reason I didn’t score lower was that I was grateful to see a professional when I needed. My dog has since passed away after yet another ‘episode’ so clearly wasn’t all in our minds after all”

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Posted 7 years ago

Hi Claire, I'm very sorry you didn't have a good experience with us, and I'm so sorry for your loss. In terms of compassion, I'm disappointed to hear you didn't feel we displayed this, as it's one of our core values that we really pride ourselves on. Our dedicated vets and nurses work through the night, and weekends and on public holidays to provided dedicated emergency and critical care for pets, whether we see one case a night or several, and our prices reflect this. That's why we always encourage the highest level of pet insurance possible. We'd be more than happy to investigate your specific case, so please email clientcare@vets-now.com and we can look into this. Kindest regards, and condolences again, Kirsty

Posted 7 years ago

“I don't feel/ see the loving care of the Staff. What I see is to give the estimate how much I need to pay. Never bothered to call me he.is my dog. And when the Vet called 5 mins before the finishing time is to give another itemized to stay for another 24 hr. No way I will go back to the place.”

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Posted 7 years ago

Hi Carmi, I'm very sorry you feel our service is too expensive. Our dedicated vets and nurses work through the night, and weekends and on public holidays to provided dedicated emergency and critical care for pets, whether we see one case a night or several, and our prices reflect this. That's why we always encourage the highest level of pet insurance possible. We'd be more than happy to investigate your specific case, so please email clientcare@vets-now.com and we can look into this. Kind regards, Kirsty

Posted 7 years ago

“To be honest I don't have any doubts about the vets on hand especially the female vet who attended to my dog jay I thought she was terrific, the only downfall is the astronomical fee as soon as you walk in the door I can understand the vets are working unsosuable hours, I'm a hackney taxi driver and I work the same hours as the vets but if I was to charge that amount for every passenger I would be brought in front of the courts , so I really think vets now should take a real look at the walk in fee, personally speaking this is fee that is far beyond affordable.so let it be known it is £142 as soon as you walk in the door, shameful, 😪😪😪”

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Posted 7 years ago

“The service I received wasn’t to bad, what shocked me was the £176 bill, I was literally in the vets 15 minutes and my cat had no treatment just a quick check as she wasn’t well, The prices these days vets charge is scandalous”

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Posted 7 years ago

Hi there, I'm so sorry to hear that you feel you were unhappy with the cost of the service. Our prices reflect that fact that we offer an out-of-hours emergency service, however we actively encourage pet owners to have pet insurance in order to help cover this. If you do feel like you were mischarged, please do not hesitate to contact our Client Care team at clientcare@vets-now.com and they'll be more than happy to look into your case. Many thanks - Rebecca

Posted 7 years ago

“Firstly I had the abject horror of watching a vet try to PULL a dogs head through a buster collar instead of opening it up. When it was my turn to be seen the vets first option for me was to keep my dog overnight when he had only had an upset stomach and no other symptoms. My dog was then led away to be given a jag in another room away from me. I have no idea if he was actually given the jag as I did not witness it. I felt it was all about making as much money as possible and there wasn’t a genuine care for the animals. I wouldn’t go back”

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Posted 7 years ago

Hi Miss Patterson, Thanks for taking the time to leave us a review. I'm so sorry you weren't happy with our service, please speak to our client care team at clientcare@vets-now.com who will look in to your case - Kirsty

Posted 7 years ago

“The vet I saw did not explain the possible side effects of the pain relief she had given my dog. When I called back after returning home to say he was crying and seemed really agitated she told me that his dementia had Probably gotten worse and if I was worried to return at 6 in the morning because that would be the next time he could get pain relief. We sat up all night with my dog who cried and howled, got worse if you put the light out, constantly jumped as if something was there only to discover when I googled the side effects that these were all listed. If she had told me at least we would have been prepared”

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Posted 7 years ago

Hi Mrs Hassebrock, I'm so sorry to hear you weren't happy with the care we gave or the advice we administered. Please get in touch with clientcare@vets-now.com who will look into your case. Many thanks - Kirsty

Posted 7 years ago

“Took a long time to answer the phone, the vet spent less than 10 mins assessing my dog and sent her home in considerable pain. The medication given did not ease her pain in any way and I didn’t feel she was sufficiently thoroughly examined given how much pain the dog clearly was in & didn’t feel we were taken seriously. The charges were astronomical and when compared with other out of hours services were significantly higher and having discussed the medication my dog was given with another vet, I question if the choice of medication was appropriate in light of the dogs age. They did at least see the dog quickly from the time of the call to the appointment and the facilities appeared immaculate and parking was easy but I will not be using again. My dog is still in pain and I will be seeking an alternative out of hours practice for further work up.”

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Posted 7 years ago

Hi Mrs M, I'm so sorry you feel we didn't provide the best care possible. Please contact clientcare@vets-now.com to discuss your case -Kirsty

Posted 7 years ago

“The prices are ridiculous! We paid £170 just to be told that we need to wait till next morning and take my cat to the vets. Though customer service was nice.”

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Posted 7 years ago

“I was charged £207 & came away not being any the wiser as to what was wrong with my rabbit. He was given anti inflammatory and pain relief however upon visiting my vets yesterday they asked me why he wasn’t given paratsite treatment and that his kidneys are enlarged so he should not have had any anti inflammatory. Expensive and bad service and advice.”

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Posted 7 years ago

“You are stressed with your pet and then you charge ludicrous charges I understand you need to charge more but your charges are off the scale.”

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Posted 7 years ago

“Had to put our cat Charlie to sleep after someone ran him over and left him in pain on the road we found him paid £150 on that day went back the day after and paid another £250 and was told he would be sent to get cremated that night and they would ring in a couple of days so we left it for a few days and still no news of his ashes so we rang them they said they where waiting for me to ring them to send him off when I was already told he would be going when I paid the remaining balance if I had not rang to ask for his ashes he would still be there 2 weeks on and still no ashes all they want is the money £400 it's disgusting”

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Posted 7 years ago

Hi Clare, I'm very sorry to hear about your cat and I understand this must be a very difficult time for you. If you haven't already, I would encourage you to contact our Client Care team who will be more than happy to assist with your complaint. You can call them on 01383 223 902 or email at clientcare@vets-now.com. Many thanks - Rebecca

Posted 7 years ago

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