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

“No Vet in my area so had to drive an hour in an emergency when they claim to cover almost every Veterinary surgery out of hours in this area. Not providing the service they are paid to”

Helpful Report

Posted 7 years ago

HI Miss Young, I'm sorry to hear we weren't able to treat your pet locally. We have 60 pet emergency clinics and hopsitals around the country, so we do our best to treat as many pets as we can, however it's true we aren't local to every area. I'm very sorry for this, and sorry you had a negative experience with us. Kind regards, Kirsty

Posted 7 years ago

“Paid £226 for one appointment to be told they didn’t know what the matter was - very unhappy with this service”

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Posted 7 years ago

Hi Mrs Hughes, I'm so sorry to hear you had a negative 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/ Please do get in touch with client care on clientcare@vets-now.com to chat to us to discuss your case in more detail. Kind regards, Kirsty

Posted 7 years ago

“My overweight cat went missing for 6 weeks. I took her to VetsNow the moment she was found having lost 1/3 of her bodyweight. I was told she looked ok & she was sent home. A week later she went into liver failure & has had dangerous electrolyte fluctuations. Even on the VetsNow website there are articles on Refeeding Syndrome & Hepatic Lipidosis. Why did the VetsNiw vets not get her admitted, hydrated and put through liver tests immediately & started on a cautious nutrition plan. I’ve used up all my insurance going from day vet to night vet all week before learning a referral to a hospital was even an option. Now she’s in hospital after her condition deteriorated and were faced with a bill of thousands of pounds. It’s my opinion that this could have been prevented if your vet had taken the appropriate action immediately.”

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Posted 7 years ago

Hi Mrs Henery, I'm so sorry to hear you had a bad experience with us. I'm afraid without looking more into your case it's impossible for me to know what tests were done on your cat that meant our vet made the diagnosis that she was fit to be discharged. In some cases, cats with liver or electrolyte issues can deteriorate very suddenly, and without any previous warning signs. Having said that, 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

“Sadly I got let down by vets now, our area has several vets connected to vets now which is a big area to cover, on Sunday my westie was poorly, there was only 1 vet on to cover such a wide area, emergency came in one after another we haid to wait nearly 3 hours with my fur baby. They couldn’t access her notes yet they were in the same surgery my dog goes too, it only would have took flicking a switch. We had to take my dog back to be told the same again, and would have to pay £1000 there and then for treatment. Reluctantly I walked away but, my dogs care in my hands, thankfully she made it through the night. Vets now is all about money, please avoid if you can, as they can’t get into your animals history when most things are computerised now a days, the need to put on more vets working out of hours. I was told last night there was another pet more important than my dog..... WHAT.... my dog is very important, care they wouldn’t know the meaning of the word if it smacked them in the face. Vets now just see pound signs.”

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Posted 7 years ago

Hi Ms McDonald, I'm so sorry to hear you had a negative experience with us. It's not uncommon for most of our clinics to have one vet and one vet nurse on duty over the night and at weekend, so this is not unusual. Obviously it's very difficult to predict when we might be busier, but it's true that we do triage all emergency cases as they come in so we can treat those most severey affected first. I appreciate this may mean a wait for other patients, but I'm afraid it's the same in human A&E also. I'm not sure what went wrong in terms of accessing your dog's notes, we would need to look into this. Please get in touch with clientcare@vets-now.com and we can do this for you. Kind regards, Kirsty

Posted 7 years ago

“I am disgusted and saddened to read some terrible reviews on your page still after all the complaints you are letting pets and their owners down time and time again. Ihad the unfortunate experience to have to take my pregnant pug to the Gateshead branch where we were treated terribly by the vet his nurse and reception. Ileft a review on the page and it just seems as no lessons are ever learned from customer feedback, and how they get away with the over inflated charges from the insurance companies beggars belief. If any human was exaggerating whiplash injuries I'm sure they would be charged with fraud when in fact vets now seem to be able to defraud insurance companys on a regular basis according to some customer reviews. Also I am sure you have two or three generic answers to all your reviews. Your company truly disgusts me and would die rather than use you again.”

Helpful Report

Posted 7 years ago

Hi Ms Ross, I'm so sorry to hear you had a negative experience with us. I'm afraid that without looking into your case and more information about what exactly happened here I cannot comment on your individual experience. For this reason, I'd encourage you to get in touch with clientcare@vets-now.com with more information and we can take this up as a complaint and investigate what happened. Kind regards, Kirsty

Posted 7 years ago

“I have to agree with most of the reviews on here ,it's just about the money not the care . my furry baby wasn't well at all not himself at all ,130 pounds later just to stick a thermometer in him and check his heartbeat ,was told it's just a tummy bug . my king died 2 hours later ,I'm disgusted that you can call yourselves vets ,I wouldn't of cared about the cost I would of paid anything to have him here he was only 7 years old & a big part of our family he was family you should be ashamed of yourselves”

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Posted 7 years ago

HI Stell I'm sorry to hear you had a bad experience with us, and so sorry for your loss. As you can imagine, making diagnoses of internal issues can be very difficult, particularly without performing more tests to uncover potential causes, which on an out-of-hours emergency basis can be expensive. 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/ Please do get in touch with client care on clientcare@vets-now.com to chat to us to discuss your case in more detail. Kind regards, and sincere condolences again - Kirsty

Posted 7 years ago

“Two occasions our pets have received what I think was very poor treatment with the centre being unable to say what dose of drug had been administered, quoting one price & then charging another, giving injections in the wrong order than stated & on another occasion putting on a bandage far too tight so our dogs leg swelled which would have been very dangerous had our normal vet not corrected it the next morning. As always however, first question 'are you insured' and then they seem glad to run any test or give almost any injection, arguably whether needed or not, that will no doubt run up the exorbitant bill & then charge you for signing a claims form. My personal experience is unprofessional, unreliable and very greedy. If only there was a greater choice - I wouldn't go unless I absolutely had to!!”

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Posted 7 years ago

Hi Philip, I'm so sorry to hear you had a negative 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/ We would like to understand more about your complaint, so please do get in touch with client care on clientcare@vets-now.com to discuss your case in more detail. Kind regards, Kirsty

Posted 7 years ago

“I was outraged that Vets Now charged me over £15 for signing our insurance claim following treatment of our dog. This was on top of a £200 up front fee plus a further £64 for a simple consultation. I think that this is a disgraceful practice and that the management of Vets Now should be held to account for a particularly egregious rip off”

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Posted 7 years ago

Hi Mr Lang, I'm so sorry to hear you had a negative 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/ Please do get in touch with client care on clientcare@vets-now.com to chat to us to discuss your case in more detail. Kind regards, Kirsty

Posted 7 years ago

“They are only interested in money... Too expensive for dogs whom are not insured. With our 2 rescue dogs they got a lot of Health problems. Too scared to use them in an emergency in case of bankruptcy. They r not animal lovers.”

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Posted 7 years ago

Hi Fung, I'm so sorry to hear you had a negative 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

“Your was rubbish he showed no interest in Darcy and was very unhelpful I am disappointed with your service and will never use your vets again”

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Posted 7 years ago

Hi Mr Cummings, 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

“Extortionate prices for basic service, and the follow up dealing with their accounts department is awful. Overall, I would absolutely not recommend Vets Now, and I will change my vets in order to not have my animals in their care afterhours.”

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Posted 7 years ago

Hi Heather, I'm so sorry to hear you had a negative 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/ Please do get in touch with client care on clientcare@vets-now.com to chat to us to discuss your case in more detail. Kind regards, Kirsty

Posted 7 years ago

“Took my cat to Bristol zetland road.When i questioned the cost for the treatment the receptionist said if you don't pay we send the bailiff round o well of to a good start . Would not recommend VETS NOW”

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Posted 7 years ago

Hi Rodney, I'm really sorry to hear this, it's a very surprising reaction from our staff and certainly not the case! 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

“Concerned and disappointed”

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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 service delivered. No diagnosis given. “Consultation” lasted three minutes. Complete waste of time, money and effort.”

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Posted 7 years ago

Hi Mr Mckenzie, I'm sorry to hear this, please get in touch with clientcare@vets-now.com so we can have a look into your case. Kind regards - Kirsty

Posted 7 years ago

“I was told that my boy was dehydrated and that he needed to be kept in for fluids, blood tests and X-rays but none of this needed to be done! Yes his charachter was slightly reserved for an 11 month old pup but so would I be if I had diarrhoea with blood in it!! He was drinking normally and keeping it down (he was definitely not dehydrated!!!) he was happy enough within himself and showed no signs of pain in the abdomen so no need for an X-ray!! All he needed was some probiotics to settle him stomach and get him back to his normal self, this felt a massive struggle to get this out of the vet, it shouldn’t have been that difficult, the owner knows their dog best! I saw my vet on the Monday as advised because I had refused Vets Nows advice (completely understand) she was more than happy with him, he was his usually cheeky self and she agreed that he definitely wasn’t dehydrated, it was just gastro related and she knew exactly the right things to settle him. I feel the vet at Vets Now was forcing us to have all these extra treatments when they were not needed, not a pleasant experience and not very happy.”

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Posted 7 years ago

Hi Jess, thanks for taking the time to leave us a review, I'm sorry you weren't happy with the service we provided. With diarrhoea, often pets can become dehydrated quickly, often not replacing water and salts quickly enough just by drinking. Our vets would always err on the side of caution in these circumstances, advising you of our best clinical advice given the circumstances, which you are totally free to refuse. I'm sorry you felt we weren't as compassionate or understanding as we could be. Please speak to clientcare@vets-now.com if you would like to discuss this with us in person. Kind regards, Kirsty

Posted 7 years ago

“After only putting our kitten unexpectedly to sleep yesterday, we are not in a position to complete this and perhaps the system needs to account for loss prior to sending a review. When we have come to terms with our loss we would be able to complete.”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry that you recieved this review request so soon after your loss, my sincere condolences. In cases where pets sadly pass away we don't ask for feedback until at least a week after, so I'm not sure how this error occurred. We'll look into this. Feedback helps us ensure we're providing the highest possible level of care and compassion, so it's invaluable for us to keep improving. My sincerest apologies again - Kirsty

Posted 7 years ago

“Was absolutely extortionately expensive for what was received. Had to promt vet to check ears, temp etc. Had to wait to see normal vet following day to have any sense. I know was out of hours but massive rip off for a family that couldn’t afford it!!”

Helpful Report

Posted 7 years ago

Hi there, thanks for taking the time to leave us this review. I'm sorry you didn't have a positive 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

“Your vet was only interested in how much money he could make he showed no interest in my dog she was frightened and in destressh he showed no duty of care in am totally discussed”

Helpful Report

Posted 7 years ago

Hi Mr Cummings, I'm sorry to hear you didn't have a positive experience with us, and I'm disappointed that you didn't find us to be compassionate as it's one of our core company values. 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/ - Please get in touch with us at clientcare@vets-now.com to discuss your case. Kind regards, Kirsty

Posted 7 years ago

“I went to this practice with my kittens straight after my vets had closed as they were both critical I found the vet very pleasant but all the receptionist was interested in was getting money even though it had been explained by my vets it was running through my insurance they still took £35 to fill out a form which had already been filled in at my practice never again!!”

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Posted 7 years ago

Hi Alison, I'm really sorry to hear this. Feedback from clients in the past has told us that many prefer to have frank discussions regarding cost and payment options at all stages of treatment to ensure complete transparency, I'm sorry if there was a miscommunication in this case. If you'd like us to look into this further, please get in touch with clientcare@vets-now.com and we can do this. Kind regards, Kirsty.

Posted 7 years ago

“My dog was very poorly and I don't think we were informed enough. I don't think all the treatment was well thought out. My dog went from one who was drinking too much water and wanting to wee a lot to dead within the space of a few weeks. It all happened very quickly. I'm totally unhappy about the whole thing and hope it doesn't happen to other people.”

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Posted 7 years ago

Hi Yvonne, 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

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