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

“In a nutshell you killed my african grey by using an inexperienced vet and have been lied to by senior vets to cover it up. I have since removed my 4 dogs and 2 cats from your surgery as has by daughter. The bird was put to sleep to have its wings and beak cut. This was the 4th visit by the bird and the first time it had been put to sleep. Advised by head vet that this is common practice. I have proof that since the death 2 parrots have had their beaks trimmed whilst awake. The place is a disgrace.”

Helpful Report

Posted 7 years ago

Hi Mr Skelton. I'm so sorry you feel you had a bad experience with us, and I'm very sorry for your loss. We'd really like to understand what happened. Please get in touch with clientcare@vets-now.com so we can investigate. Kindest regards - Kirsty

Posted 7 years ago

“My poor daughters dog was severely constipated and on taking him here Saturday the Vet was very blasé in saying he would be fine just need to be kept hydrated and given treats my daughter questioned this and pointed out that A, her dog wasn’t eating and B, why would she give treats surely he needed to pass what he’d already consumed ... he hadn’t been to the toilet in days! The vet then advised just to give a bland diet! My daughter asked about medication to help with the obvious discomfort but the vet said no he’s fine my daughter asked about any home remedies that she could give him and again the vet said not to worry about anything like that, he would be fine! My daughters dog died literally less than 48 hours later!!!!”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry to hear this and so very sorry for your daughter's loss. We'd like to look in to this case so please get in touch with clientcare@vets-now.com and we can investigate. Kind regards - Kirsty

Posted 7 years ago

“Called as my eldery dog was in extreme pain and knew it was the end for her. The gave me the address then called to ask if i had left because they couldnt see me for a couple of hours and gave me the number of another vets. We called it was closed. Called back to be told to go to another branch of vets now. Very distressing time made much more stressful than it should have been”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry to hear this, and very sorry for your loss. It's extremely unusual that we wouldn't be able to see you in an emergency, and it may have been because of another surgical emergency which may have required all hands on deck to treat. In these rare cases we always suggest alternative Vets Now clinics, and with 56 across the country there is usually one not too far away. However, I appreciate this added to your stress at a very difficult time. Please get in touch with clientcare@vets-now.com and we can investigate your case. Many thanks and kindest regards - Kirsty

Posted 7 years ago

“All they wanted to do was sell scans and xrays”

Helpful Report

Posted 7 years ago

Hi there. I'm sorry you feel this way. In order to properly diagnose what's wrong with your pet, it's almost always important to perform these type of diagnostic tests, even if the issue/injury may appear to be straightforward. It's our duty to provide the highest level of clinical excellence. Kind regards, Kirsty

Posted 7 years ago

“Took my dog in to emergency vets to get him looked at as he was in a lot of pain and all they was interested in was money got charged £255 for them to tell me he is a very poorly dog when they new he was dieing gave him a sedative that never worked as he was in so much pain and sent him home add to take the dog next day to Kingston vets to get looked at and they advised he add to be put to sleep as he could not move at all and he was in so much pain that it would be the best and most humain way to say goodbye to our baby boy bruce.”

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Posted 7 years ago

Hi Andy, I'm so sorry to hear this, and very sorry for your loss. Sometimes when our pets are very seriously unwell their conditions can deteriorate quickly and unexpectedly. If you haven't already, please feel free to get in touch with clientcare@vets-now.com to look into your case. Kindest regards - Kirsty

Posted 7 years ago

“The appointment staff were very helpful and organised. The vet experience was underwhelming, the vet couldn’t determine what was wrong with our dog and advised us to take him to our own vet as she thought perhaps it was a cruciate problem and gave him a painkiller. Our own vet said it absolutely isn’t cruciate and he’s on anti inflammatory tablets for his neck. It was an expensive trip to be advised to see our own vet . The centre is cutting edge but unfortunately we didn’t see any benefits of it.”

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Posted 7 years ago

Hi Mrs Crompton, I'm very sorry to hear you didn't have a great experience with us. It can be very difficult to diagnose specific issues when dogs present with pain with no obvious cause, and sometimes, if the case is not an emergency or critical case, the best course of action is to provide painkillers in the interim until your regular vet can see your pet in the morning. I appreciate this can be frustrating, and my apologies again. You can always raise a formal complaint with our client care team on clientcare@vets-now.com who will be happy to investigate your case. Kind regards - Kirsty

Posted 7 years ago

“Vets done nothing to help my cat just put her to sleep she was only young totally devastated”

Helpful Report

Posted 7 years ago

Hi Michelle, I'm so sorry for your loss. Losing a pet is a tragic and painful experience - we totally understand as we're almost all pet owners ourselves. If you want to talk to us about your case please get in touch with clientcare@vets-now.com and we can look into your case for you. Kindest regards - Kirsty

Posted 7 years ago

“The receptionist was lovely but that’s where it ended. The vet was very rude, he acted like he couldn’t be bothered and we was wasting his time, my dog was called a horrible drama queen and I was charged 188.00 for a quick consultation and to be completely offended. I definitely will not be returning with any of my pets. At a time of worry I felt worse when leaving the vets, very upset and extremely disappointed. I don’t think people like this should be treating others beloved pets.”

Helpful Report

Posted 7 years ago

Hi Andrea, I'm so sorry you felt we weren't compassionate or caring enough. I'm disappointed to hear this, as our dedicated vets and nurses work through the night, and weekends and on public holidays to provided dedicated emergency and critical care for pets, and caring is one of our core values. We'd like to discuss this with you, so please get in touch with clientcare@vets-now.com and we can look in to your case - kindest regards, Kirsty

Posted 7 years ago

“I waited nearly an hour in waiting room after my cat had been taken from me 'for monitoring' when I was asked to enter the room my cat wasn't there when vet spoke to me. When my cat was brought into room for me to be there while she was put to sleep the vet did not stay while injection took effect and I had to go back out to front desk to ask if the vet could feel her pulse to make sure she was gone. I feel the vet should have stayed and checked that drug had taken effect and felt her pulse to establish it had worked before leaving me to spend the final moments with her. Also did not appreciate the last hour of my cats life being spent apart from me in a back room while I anxiously waited outside. The whole thing felt as though I were being fitted around their schedule instead of being made to feel like a valued customer in a time which was both distressing for me and my beloved pet.”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry to hear you feel we weren't as compassionate as we could be, and I'm very sorry for your loss. If you haven't done already, please get in touch with Client Care on clientcare@vets-now.com and we will investigate your case - Kirsty

Posted 7 years ago

“Did a quick check over my dog said gastroenteritis and overweight. Gave him anti sickness jab. Sent us on our wayour. 2 days later he dies of acute kidney failure. No compassion. When asked at desk if eligible for discount due to been on tax credits was rudley told no you should have asked when you rang. Told I wouldn't of saved much (£80) . Would NEVER use again. Part of PDSA too. Will not ever make a charity contribution based on my treatment.”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry to hear you weren't happy with our service, and I'm very sorry for your loss. Sometimes complex and serious issues can develop rapidly, but may initially present as something quite straightforward. Just to clarify, we cover out of hours emergency and critical care for the PDSA in several locations across the UK, but we are a separate company altogether and are not part of the PDSA. Please do get in touch with Client Care on clientcare@vets-now.com and we can raise your complaint formally. Kind regards - Kirsty

Posted 7 years ago

“I brought my very sick dog in. She died on the table within a few minutes. I left with her body wrapped up in a sheet. From entering and exiting the building was 10 - 15 minutes. £330. Licence to print money”

Helpful Report

Posted 7 years ago

Hi Ms/Mr Adams, I'm so sorry to hear this and so very sorry for your loss. If you'd like to make a formal complaint, please get in touch with our Client Care team who will be happy to look into this for you - clientcare@vets-now.com. Kindest regards - Kirsty

Posted 7 years ago

“It was a waste of time going to the emergency vet service, this has cost me £211 for 2 injections and 2 painkiller tables and in with the vet for 10 minutes, for a French bulldog pup who had broken its elbow. I was told they could do X-rays but they wouldn’t be able to do any treatment, my poor puppy had to be in a lot of pain for over 24 hours till I could get him to my own vets! Was of time going and a complete waste of my money! Don’t use this service”

Helpful Report

Posted 7 years ago

Hi Miss Macdonald, I'm so sorry to hear about your dog and that you are unhappy with the service. Have you been in touch with our Client Care team to make them aware of your complaint? You can email them at clientcare@vets-now.com or call 01383 223 902 and they'll be more than happy to look into your case for you. Many thanks - Rebecca

Posted 7 years ago

“Extremely expensive, I fetched my dog in following a number of seizures, when I contacted the centre I was advised to fetch her in however she was still sezuiring and as far as i am aware you should never move somebody or something when sezuiring. When we eventually got to the vets everybody was polite and helpful however she had a cathar applied to her leg however no medication or fluids were taken and I was charged £40 simply for apply the cathar and removing. Total bill amounted to £256.08 and all we gained from this was medication that cost £44. I feel not only was it a waste of time it was also a waste of money.”

Helpful Report

Posted 7 years ago

Hi Bethany, it's true that emergency and out of hours care is expensive. All our dedicated vets and nurses are in our clinics over night, at weekends and on bank holidays, whether we see ten cases or two, so our prices reflect this. Please speak to our client care department to raise your complaint: clientcare@vets-now.com - Kindest regards - Kirsty

Posted 7 years ago

“The price we were charged was extortionate and we felt that the vets were more concerned with getting the money out of us so than with giving our cat the most appropriate course of treatment. We were made to feel guilty for taking him home when they wanted to keep him (for at least another £800), but he has now seen his usual vet and is doing very well.”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry you feel our prices are too high. We offer an emergency, out-of-hours service which means our dedicated staff work there through the night, at weekends and bank holidays to care for the sickest of pets. This can be expensive which is why we always encourage the highest level of pet insurance possible. Kind regards - Rebecca

Posted 7 years ago

“My dog had eaten chocolate and my bill was £269 for her to be made sick. They wanted to keep her in overnight for another £500/600! I agree this service is essential as times do come when your pet cannot wait till their vet opening hours. However the cost is extortionate, £140 just to walk the door!! I feel they are taking advantage of people in a very vulnerable position.”

Helpful Report

Posted 7 years ago

Hi there, I'm sorry you feel our prices are too high. We offer an emergency, out-of-hours service which means our dedicated staff work there through the night, at weekends and bank holidays to care for the sickest of pets. This can be expensive which is why we always encourage the highest level of pet insurance possible. Kind regards - Rebecca

Posted 7 years ago

“The price for a consultation £119 for less than 5mins is terrible”

Helpful Report

Posted 7 years ago

Hi Miss Inglis, I'm glad we were able to be there for your pet, but I'm sorry you feel our prices are too high. We work on an emergency, out-of-hours basis which means our dedicated staff are there through the night, at weekends and bank holidays to care for the sickest of pets. This can be expensive which is why we always encourage the highest level of pet insurance possible. Kindest regards - Kirsty

Posted 7 years ago

“absolutely appalling. The vet was not calm, no bedside manner to either dog nor owners, highly erratic & unprofessional would not listen as she was spoken to and the dog left a shaking wreck, all the good that had been done by her usual vet after an experience when the dog was a puppy was ruined. seriously thinking of leaving our vets if this is the out of hours we have to use. It was not worth the £190.00 and if I could sue I would as the detriment caused to the dog.”

Helpful Report

Posted 7 years ago

Hi there, I'm so sorry to hear you feel this way. If you haven't already been in touch with our Client Care team, I would encourage you to make them aware of your complaint. You can contact them at your earliest convenience at clientcare@vets-now.com or call 01383 223 902 and they will look into your case for you. Many thanks - Rebecca

Posted 7 years ago

“Kept adding money on left right and centre. Bill when from £300, £500 to Ending up being £600. But he's worth it but think for us being young and not working. Could give some leeway.”

Helpful Report

Posted 7 years ago

Hi Sophie and Brett, I'm glad we were there to help and provided emergency care for your pet, As I'm sure you'll appreciate, our dedicated emergency vets are on hand during the night, at weekends and all public holidays to provide this critical service to all pets. Because of this, it's true that out-of-hours care can be very expensive, which is why we always encourage the highest lever of pet insurance possible to cover for this. Kind regards - Kirsty

Posted 7 years ago

Hi Sophie and Brett, I'm so sorry to hear that you are not happy with the cost of the service. Our prices are reflect the fact that we offer an out-of-hours emergency service, however we do actively encourage pet owners to take out pet insurance to help cover this. If you feel you have been wrongly charged, please do not hesitate to contact the Client Care team at clieantcare@vets-now.com. Many thanks - Rebecca

Posted 7 years ago

“Very poor service on collection of our dog. Was spoke to in a side lane where it was raining and given only the briefest of details regarding our dogs overnight stay and condition. Also vet that called me this morning was very dismissive again giving me very little information.”

Helpful Report

Posted 7 years ago

Hi Louise, I'm sorry you felt our service wasn't up to scratch. Please let our client care team know at clientcare@vets-now.com and they can have a look into your case. Kind regards - Kirsty

Posted 7 years ago

“Not happy, was sent to vets now to get an urgent ultrasound which couldn’t be done till the Wednesday after xmas! Spent nearly a thousand pounds, all for nothing my poor dog still suffered and had to be put to sleep! Initial communication with first two vets were very poor! Sent away with painkillers for arthritis when it was an inflamed gut! Time wasted! Very dissapointed”

Helpful Report

Posted 7 years ago

Hi Mrs Compton, I'm so sorry to hear this. Please get in touch with clientcare@vets-now.com and we can investigate your case. Kind regards - Kirsty

Posted 7 years ago

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