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

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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

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“I arrived and didn't have to wait long with my dog. We were seen fairly quickly. The vet, Scott was absolutely fantastic. Very helpful, sympathetic and understanding. Thank you”

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Posted 6 years ago

“Friendly, caring, thoughtful, professional service with great expertise and treatment for our special 21 year old tabby cat. The vets were always on hand to talk to over the phone even after we were back home with our car for advice, support and to explain ongoing medical care. It meant a lot and we are very grateful for all that they did for our cat and us as owners. Thank you :-)”

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Posted 6 years ago

“I was made to wait over 2 hours almost 3 in the EMERGENCY waiting room. To get to see a Vet. When I did finally see him he said my cat was seriously poorly and needed immediate investigation. Maybe almost waiting 3 hours made my cats situation worse. When I asked about costs the vet was dismissive and unable to provide any true costs just an estimate! Between £600-£800 I asked to be informed of all costs. I was supposed to have been called 2 hours later following my cats sedation. X-rays were then done without being informed of costs. My cat was really poorly with a restricted windpipe. But after 2 1/2 hours we were told to collect him and pay the enormous £638 quid!! The whole place was filthy, the staff forgetful and the vet had zero bedside manner regarding costs just keep quoting the company policy! Which is pick a price out of thin air double it and add a bit!! My poor cat is not at another vets in a worse condition and may not last the night!! I hate the service I received! In all my years of having pets, this was the worse I’ve been treated and my poor cat. Seems your reviews are all awful! Very money grabbing first animal care second!! Whoever owns vetsnow must be very wealthy as this was a total rip off!! Very unhappy I will be reporting this practise to trading standards and the vetenary board if there is one! Plus I will try and claim my money back.”

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Posted 6 years ago

HI there, I'm so sorry you dont feel we provided you with a good service. Unfortunately we have to treat the most critically ill patients first, and on busy shifts this may mean you need to wait I'm afraid. We triage all patients admitted to ensure this is done as fairly as possible. It's also true that in many of our clinics, it's normal to have one vet and one vet nurse on shift to cover an out-of-hours basis. Out-of-hours emergency care can be expensive, just as private emergency care would be for humans. We've got a handy explanation of how we work out our costs which might provide you with more context and clarity: https://www.vets-now.com/2018/01/emergency-vet-costs-prices-fees/ Please do get in touch with us at clientcare@vets-now.com and we can look into your case. Kind regards - Kirsty

Posted 6 years ago

“Professional and thorough service and we appreciated the follow up”

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Posted 6 years ago

“Great care of my dog”

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Posted 6 years ago

“Visiting Vets Now became one of the worst experiences of my pet owning life. Our dog was wrongly diagnosed with a life threatening condition and the we were over charged in excess of £500”

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Posted 6 years ago

Hi Mr Piotrowski, please get in touch with clientcare@vets-now.com as we would really like to look into your case. Kind regards - Kirsty

Posted 6 years ago

“I took my beloved dog Bud to Vets Now at Haygate Rd surgery on the morning of Sunday 25th March 2018 due to his back legs suddenly no longer working. The vet I saw, a younger male, treated me with very little empathy and I went away feeling confused about what was happening to Bud and my mind reeling after the talk of having him PTS. This vet appeared far more concerned about how much money he could charge me than any real concern for my suffering dog or my obvious distress. I took Bud home with me again with the intention of taking him to my own vet on the Monday morning, but unfortunately Bud’s condition deteriorated over the day and, as I was desperate for him not to suffer further or be in pain, I returned to Vets Now on the Sunday evening and saw a different vet, this time an older lady. This vet, and her nurse, took the time to actually fully examine Bud and explain everything as best as possible. I had to make the devastating decision to have my Bud PTS, and whilst this meant the bottom dropping out of my world, I was very grateful for the empathy and compassion shown by both this lady vet and her lovely nurse. I would very much like my thanks passed on to them for the way in which they dealt with Bud, me and my family during this absolutely heartbreaking experience. The male vet however upset me again further when a couple of weeks later I had to return to Vets Now to pick up Bud’s ashes. I asked him whether he was able to tell me the time which Bud had been PTS, as I wanted to know for my own grieving process. He wasn’t able to tell me the exact time, which I accept wasn’t his fault if that information hadn’t been recorded, but him asking in an off-hand manner whether there was “any particular reason” I wanted to know certainly didn’t feel appropriate or show any understanding of how losing a beloved pet feels. When I also asked him to complete my insurance claim form his first question was “have you paid us for it yet?”, again proving that his only interest is in how much profit can be made from grieving pet owners like myself. I found his treatment of me throughout the whole process cold, discompassionate and highly inappropriate. I’ve never before come across any other vet who has seemed so disconnected from the understandable emotions of distressed pets owners, and I think that his manner should be addressed with him in order for others not to have to be on the receiving end of his complete lack of empathy.”

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Posted 6 years ago

“Was very happy with the care my wee dog got on our visit and the care the staff showed towards myself and daughter on our loss of my darling dog Skye they new she meant more to us than jst the family dog .”

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Posted 6 years ago

“They help us when my dog was not so well, he had post operation complications. Now he is happy and I am happy. Good job. Is the second time when I have used this service and I am very pleased 😀”

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Posted 6 years ago

“They were very understanding during what was a difficult time for us and gave us plenty of time with no pressure at all.”

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Posted 6 years ago

“Personally I felt all you cared about was money. I had to walk through a waiting room full of people. crying my heart out, and wait at least 10 minutes for my bill to be produced, while the door was left open for the whole waiting room to see my poor dog dead on the floor. Surly I could of waited in the room while the bill was being prepared, and bring in a mobile chip and pin device or even better had the bill emailed to me and pay the next day. Then after this experience I receive my dogs ashes back. I open the card it says inside was individually cremated on 12th April my dog died 13th of April.”

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Posted 6 years ago

Hi there, I'm so sorry to hear this and so very sorry for your loss, we know how traumatic losing a pet can be. We'd really like to look into this for you. Please contact us at clientcare@vets-now.com and we can investigate your case. Kind regards - Kirsty

Posted 6 years ago

“Good accurate information”

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Posted 6 years ago

“Well, not exactly happy given the situation. But, kind, caring, careful and thorough. An awful night: long 40 min journey from home (own vets had no emergency cover) in pouring rain and dark with cat prob in pain and confused- all the circumstances of having an animal put to sleep that you try to avoid. So v hard, but no other choice. Thank you Elissa for helping to make a hard situation bearable by being so gentle and understanding, for us both. Ann Mitchem”

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Posted 6 years ago

“Thorough review and test with good telephone follow up. Successful result.”

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Posted 6 years ago

“Very caring”

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Posted 6 years ago

“Had my dog post op over night. Called and left voicemails to let me know how he was. Gave me a thorough run down of how he was in the morning, telling me he hadnt eaten yet (which is normal for him in a strange place). I was impressed with their reassurance and contact and genuine care. Vets bills are always alot, but the overnight stay with a drip was less then other vets which helped.”

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Posted 6 years ago

“I was worried sick about my little Ragdoll cat unable to pee and as it was weekend everywhere closed. However, I am on benefits and the nurse told me that to have him unblocked would cost £500 which clearly I never had so therefore he'd have to be put to sleep. I have no family and he's all I have and suffer from severe depression and anxiety...this I feel was completely unnecessary stress put upon me when I was actually entitled to free treatment for him. She should have asked FIRST if I was working or not. I thought this hospital was for PDSA and people in benefits. I was shaking and in tears, however she must have looked on system and discovered I was actually entitled and called me back inside....it was midnight and I was alone ( I was outside crying my eyes out) this should not have happened!? Turned out ok for us in end but very unecessary stress for me.”

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Posted 6 years ago

“I took my dog for out of hours appointment with a vet from vets now not the pdsa staff who scanned my dog told me cancer had come bk and spread and to bring her in the following day to be put to sleep. She was better the next day so i rang pdsa and said shes bit better and ill call to arange to be put to sleep and the monday she had perked up, i still have my dog who isnt ill at all back to normal self had second opinion from pdsa staff who have said they dont agree she looks like a dog that needs to be put to sleep recently rescanned twice no sign as yet of any mass but alittle unclear on scan due to food etc still in stomach as was slow passing through... currently taking my perfectly healthy dog home pending her health in wks to come if needing another rescan to find the mass that the vetsnow vet said they saw. I took my dog home after seeing vetsnow vet for the last time as was told she needs to be put to sleep i kept my kids age 10 &12 up till gone midnight to say good bye we were all absolutely distraught and upset. Luckily i followed my instinct and didnt take her in on the monday as advised by your vet, if my dog is found to have no mass at all and was misdiagnosed by your vet from vetsnow you would of put a healthy dog to sleep and i would of been none the wiser as her owner that your vet had made a huge mistake!!! If i could of given you a zero rating i would of but the lowest was 1..i would never reccommend anyone seeing any vets from yourselves only the educated pdsa staff who have been brilliant, please feel free to email me with a reply and details of where and who i send a complaint to.”

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Posted 6 years ago

Hi Mrs Harrison, thanks for taking the time to leave this review. I'm so sorry you didn't feel we provided you or your dog with the best service. Please be reassured that all our clinical staff spend many years training to save pets lives, and dedicate their whole lives and careers to caring for and trying to save as many pets as they can. Euthanasia is never recommended except in circumstances where our vets genuinely believe it is the only humane option given the diagnosis. I'm glad your dog is feeling better at the moment, and we would like to speak to you in person to investigate your case and talk through the details of our diagnosis and why we recommended that course of action. Please get in touch with us at clientcare@vets-now.com with details of your case and we will be in touch. Kind regards, Kirsty

Posted 6 years ago

“Very kind and compassionate!”

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Posted 6 years ago

“Everything and everyone were exceptional. The receptionist, the nurse and the vet were kind and helpful we could not have felt more important and looked after.”

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Posted 6 years ago

Vets Now is rated 4.3 based on 2,805 reviews