Vets Now Reviews

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

4.3 Rating 2,805 Reviews

81 %

of reviewers recommend Vets Now

Company Reviews

Metrics

Info

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

Anonymous

Anonymous // 01/01/2019

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

“Very overpriced and long waits compared with other emergency vets. Contacted their complaint service weeks ago and no response”

Helpful Report

Posted 3 years ago

Hi Ms Vaiciulyte, thanks for sharing your experience with us. We’re really sorry to hear it wasn’t a more positive one for you. Our client care team has advised that your case is currently being investigated. We really appreciate your patience whilst this is on-going.

Posted 3 years ago

“1. I have not received a copy if the invoice associated with this visit. 2. The dig suffered a serious injury which was not diagnosed at the time.”

Helpful Report

Posted 3 years ago

Hi Nancy, thank you for taking the time to let us know about your recent experience. We are disappointed to hear that you are not satisfied with your visit. If you would like us to look into any aspect of your visit and request a copy of your invoice please contact us at customersupport@vets-now.com

Posted 3 years ago

“Excessive charges and poor contact with owner. I only received a call when you wanted payment.p”

Helpful Report

Posted 3 years ago

Hi Mrs Johnson. I know it can be frustrating having to pay for an unplanned trip to the vets. Much like it is for other out-of-hours services in other industries, it's more expensive to run an out-of-hours pet emergency service than a general daytime practice. We've broken down where our costs go here if you'd like to find out more: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ If you’d like to query your bill, discuss our level of service or speak to us about anything we’re here for you on customersupport@vets-now.com

Posted 3 years ago

“Ridiculously expensive and post-op contact at the call centre is almost non-existent.”

Helpful Report

Posted 5 years ago

“Unfortunately I was unsatisfied with the care we received. My dog was seriously ill with a spinal injury and we were told to go home and call our own vet in the morning as the specialist was closed. We went to the car and I immediately called the specialist myself. They told us to come straight in. My dog was examined and operated on within a few hours. The surgeon told us if we had waited until the next day our dog would have been paralysed. I am giving 2 stars as my dog was at least given pain medication, however this wouldn’t have lasted him the night if we had gone home as advised. There was also no triage done on arrival as we were told would happen over the phone. We sat for over an hour with our dog deteriorating in front of our eyes without anyone coming to cast an eye over him and prioritise if he needed to be seen.”

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Posted 5 years ago

“Always very professional, helpful apart from the charges which are very steep for a consultation. Cannot understand why you need my email address as YOU SEND ME the email to review”

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Posted 5 years ago

“I was told my puppy is in such a horrible shape that she might not make it through the night. They were talking about the shape of her head. Yet my thriving puppy is fine and that is just the shape of her breed. I did not know this at the time though so there was a lot of unnecessary upset.”

Helpful Report

Posted 5 years ago

“Too expensive, cashing in on someone’s grief ! Too rigid Re pick up times Too many things charged for like booking in fee and prep for insurance company. Other vets don’t do this.”

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Posted 5 years ago

“Nurses were lovely but vet was rude, patronising, and i could smell the cigarette smoke on his breath whilst he was treating my cat. Expensive, unnecessary procedures, very long wait and you sent me this feedback form at 2am and woke me up!!”

Helpful Report

Posted 5 years ago

“Failed to effectively treat. Took 1 x-ray, which was not sufficient for multiple injuries and failed to initiate antibiotics for open and contaminiated wounds, which led to extended admission and treatment by host practice.”

Helpful Report

Posted 5 years ago

“Happy with the treatment and service however my paperwork was not sent off to my insurance company even though I paid the admin charge for this to be done. After 2 weeks of not hearing anything I chased my insurance company to be told they'd received no documents. Had i left this mug longer my claim would have been invalid.”

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Posted 5 years ago

“Staff are good BUT cost is excessively high. Plus my pet was put down next day so this is insensitive timing. Added to that the text arrived at 2:30 am and woke me up so not impressed”

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Posted 5 years ago

“Referred to you as an emergency, my vet said there was a six hour window in which to do the procedure, I believe it was almost 7th hour before the procedure was performed?Therefore the item swallowed was already digested!! For a treatment costing excess of almost £1000 I do not rate my experience as a positive one! Thankfully for my dog, said item travelled though safely and came out on its own!”

Helpful Report

Posted 5 years ago

“I had to use out of hours service. I felt very pressured to have procedures carried out and felt they cared more about getting money from me than actually caring for my pet. I would not recommend.”

Helpful Report

Posted 5 years ago

“I do not like that they took away my cat as soon as I arrived so I was unable to comfort her during exam by the vet. I found the lady vet very harsh and uncaring. Also, you cannot telephone or visit for an update between midnight and 7:30am”

Helpful Report

Posted 5 years ago

“I took my 10 week old puppy, clearly in pain, to this vet at 9pm. They couldn't work out what was wrong so sent us home, saying bring her back if she doesn't improve. She didn't so had to take her back, at which time they took blood, gave her an injection of Buscopan and anti sickness injection. She hadn't been sick. Two separate visits of approx 15mins, and 2 separate invoices totalled £297. They charged £15 to complete Insurance form, and I noticed once home, they had taken 2 unauthorised sums of £1, a contribution to animal blood bank. I was not asked if I wished to do this. This Company takes advantage of an emergency situation, when loving pet owners need emergency care for their pet and will agree to anything to help their pet. The charges are one step short of extortion. Shameful.”

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Posted 5 years ago

“Although the questioning about my cats history was thorough - I went away non the wiser about what had happened to my cat which led me to become extremely anxious - he had had a stroke & sadly I had to have him put down at my own vets. The vet gave my cat a vertigo tablet & an anti inflammatory & 1 was charged £300 - an absolute waste of time & money so not happy at all. I should have been told he had a stroke so I came away with no information & no understanding of how to care for my cat.”

Helpful Report

Posted 5 years ago

“Very expensive had a long wait and vet was only available for treatment by phone. Cat was discharged to our vets care before vets was open so cat was in a terrible state be for vets opened. Would try to avoid if pets were poorly again. Very stressful”

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Posted 5 years ago

“My dog sargent has not past away”

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Posted 5 years ago

“Our pet rabbit was very sick when we arrived. But we wanted to see whether anything could be done. When we arrived, Molly was whisked away and we were left in a deserted waiting room with no communication for over half an hour. By the time we were brought in, many hundreds of pounds of expenditure had been committed - way above the charge flagged to us on the phone. I felt the process was incredibly poor. I don’t think it was in keeping with the terms and conditions. But family was too upset to argue about it. Actual care and service by the veterinary staff was very good. But process was very bad.”

Helpful Report

Posted 5 years ago

Vets Now is rated 4.3 based on 2,805 reviews