Adam

Jun 20, 2023

Very poor empathetic and professional service

Don't use this vets if you're expecting an adequate level of empathetic or professional service. Unfortunately we had to use their emergency service, comprised of diagnosis, overnight surgery and eventually euthanasia, all in less than 24hrs. You'd think going through all of that, that the staff would make sure to apply care and attention. They didn't. 1am call to discuss surgery costs turned out to be wrong when I got the invoice in the afternoon (extra grand on top). A miscommunication between the receptionist and the surgeon, receptionist got the charges wrong. The worst was yet to come though; when picking up the ashes, my partner in tears, this was the time the receptionist chose to inform her that we had an outstanding charge on the account (we didn't), then a week later we got a letter in the post stating the same. I had to explain that I'd paid the invoice so wanted to understand their mistake and remove the charges. They'd created an additional invoice 2 days after our dog passed with a solo charge and their manual process to add bank transfers onto my account was calculated wrong. I was told I'd have a resolution the next day; I said I 100% know I've paid the invoice so the only resolution will be an apology to me. They've not called back, 4 working days later, so I guess they don't want to apologise and are just showing how poor their service is. I have no doubt those actively looking after our dog gave the best treatment, those that didn't should up their game.