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

“A week last Wednesday we were called by the North East Scotland referral centre our 11 month puppy was at to say that he needed a third operation for a septic infection and that after care would be critical to his survival. They recommend a transfer to the Vets Now hospital in Glasgow and we decided that given his age it was worth one more shot at fixing him. On the 3 hour drive to Glasgow I read some of the reviews online about Vets Now and began to be nervous at what we would find when we arrived. I therefore now want to take this opportunity to put other peoples minds, in the same situation as we were, at ease. Make no mistake that this hospital is amazing, the staff are highly skilled and extremely professional and without a doubt my puppy would not be alive with out them. Yes it is VERY expensive (it is the equivalent of a private hospital but with better! facilities) but this is your responsibility as loving owners to get the right insurance. There are no excuses of age or the fact the dog is a rescue (I have a 16 year old rescue who is covered the same as the puppy) so do your research and get insured for all eventualities - even 11 month puppies get critically ill. The hospital treated our Pup as if he was theirs but also treated us with consideration at all time including regular calls and updates. They also explained what the cost was and what the options were and I know lots of reviews on here mention the fact that money is their only goal but that's not the case at all they just want to make it clear what the treatment will cost (if you aren't insured or your insurance is capped) and further down the line you will be grateful for this. Appreciate I am on my soap box here... therefore Id also like to take this opportunity to thank, Nathalia (?), Emma, Dan and Liz (and all the others behind the scene that I didn't meet) for what they did to make sure my pup made his first Birthday.”

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Posted 6 years ago

“Disgraceful am seeking legal advice for negligent lack of care and damages due to, acting on no response to prior email / txt message”

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Posted 6 years ago

Hello Mr Merritt I am sorry to see you haven't had any reply to your email. If you have concerns about your visit to one of our clinics then I would ask you to please email your concerns to clientcare@vets-now.com and we will investigate this matter if you Regards Ruth

Posted 6 years ago

“Not with the whole practice on Tuesday night we went with our sick puppy and was greeted by a lovely nurse and American vet couldn’t have been nicer. Unfortunately we had to take her back after surgery from our own vet who I must say did an amazing job (swan vet dyce) bryony was absolutely lovely and stayed at there practice till we arrived to collect lily and we had to take her to vets now at kingswells fir an overnight stay on Friday after her surgery to be monitored overnight. We arrived at the practice around 18.45 to be greeted by a grumpy receptionist telling us we’re we aware that they didn’t open till 7. We were quite happy to wait but bearing in mind we had a puppy that was very sedated and very flat we were obviously very concerned. We were greeted by a vet named Kieran o’carrol Who was very abrupt he obviously had no idea we were coming our own vet had e mailed to say we were on our way he asked me to put her on the table but the puppy was very sleepy he took her temperature disappeared out of the room came back picking up our puppy from her stomach the poor dog was screaming in pain bearing in mind she,d just had surgery on her abdomen I had managed to carry her from dyce to kingswells without hurting her at all. I think he had no compassion at all and is obviously in the wrong profession. He was a different person when he called at 7.30 to say how our puppy was and how she was during the night but on arrival I would have never left our dog in his care I,d have rather left her in our own practice they were amazing, but have to say everyone else we met at vets now we’re lovely. Bearing in mind we spent over £1,000 on our dogs treatment I never expected to be treated like we were. I hope no one else endures this like we were !!!!!!”

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Posted 6 years ago

Good afternoon Fiona. I am sorry to read you were not entirely happy with the service you received at Nets Now. If you would like to log a complaint you can get in touch with the client care team on clientcare@vets-now.com and we can look into this for you. Regards Ruth

Posted 6 years ago

“I could not have received a better welcome or treatment on the evening of 16th August 2018 My dog was put to sleep on the morning of the 17th August 2018 I wish to thank the vet and nurse on duty that evening. Many thanks, Olga Morrison”

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Posted 6 years ago

“They were great with my French bulldog, Cooper when he fractured his growth plate in his knee. He was only 6mths and they gave great advice until I could get to my vet for an operation”

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Posted 6 years ago

“Took our dog to the Glasgow vets now when seen by a vet we explained what happened as we suspected a stroke he took blood and urine samples came back and said both were ok no advice on what may have happened to him or offered medication just told too take him home and keep an eye on him then hit with an extortionate bill”

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Posted 6 years ago

“EXTORTIONATE prices”

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Posted 6 years ago

Hi Paul, it's true that emergency and out of hours care is expensive. All our dedicated vets and nurses are in our clinics overnight, 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 if you feel you would like to raise a complaint: clientcare@vets-now.com Regards Ruth

Posted 6 years ago

“If you could give no stars i would. Liverpool vet now treated our beloved dog and us awful, we rushed him in on Saturday and kept calling for updates, called at 11pm advised no improvements and they would call if any change. No calls so called at 6.30am to be told he had passed and they tired to call one of the two numbers they have (they didnt as both phones where on and we where awaiting to here). Went to pick him up and 6pm (couldnt go earlier as they are closed) paid the fees and was told over the reception desk to pick him up at the back door. No compassion no chat no change to say goo bye just passed out the back door in a body bag. And to top it off he was left on the floor by the back door when the lady explained how upset she was that her granddad has passed the day before. Very very very poor service, i would have expected better for a company who are suppose to love pets. Heartbroken.”

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Posted 6 years ago

Good afternoon Clare I believe you have a complaint in progress with one of my colleagues for the treatment of Alvin. Please be assured that we are looking into this for you and we will get back in touch with you as quickly as we can. Regards Ruth

Posted 6 years ago

“My 16 year old dog Lulu was having life threatening attacks with a blocked airway at the back of her throat. The staff at Vets Now were all extremely helpful,knowledgeable ,caring & professional.Lulu was successfully operated on in spite of her age and having an iregular heartbeat and is now recovering nicely. Many Thanks to all the staff at Vets Now !”

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Posted 6 years ago

“They were so helpful when I took my cat in. Also very sympathetic and understanding when he died. But was a bit surprised to be asked to pay £400 being half the cost when I left cat as I had all insurance docs with me.”

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Posted 6 years ago

“The Team at Vets Now are terrific especially the vet Caring and kind”

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Posted 6 years ago

“We waited an hour in the waiting room to be seen, i was then told hes very bad as if i had left it too long before bringing him. Then the vet spoke longer about the money than the treatment & the welfair of our pet, i was given an invoice of a grand that included tests and sedation alng with a misclanious figure that they described as " just to round it up" ??? As i was extreamly upset & concerned that my best friend was so unwell i didnt really think about things at the time i was told he wiuld need to be hospitalised & given iv fluids & that they would do tests. I had a phonecall @ 4am to tell me my boy had passed away. I went to collect him so we could bury him at home & i asked for reasurance "he didnt suffer did he?" The responce was........ " erm well i dont think so, i havent read his notes!!!!" I was then issued a new bill of £600 as our pet had not survived long enough to stay in their care for the 21 hours they had originally quoted & also after further inspection of yhe bill they had infact not treated him at all as there was no sedation pain relief or tests done after we had gone. ???? So as far as im concerned they just put him on a drip & threw him out back to suffer & die alone. I can see no attempt to find the cause, treat him or make things comfortable for him. I felt that my visit was too much work for them after all they had already secured the payment by making me sign a form which said if my pet does not survive i am still liable for the costs & if i fail to pay they would enforse court procedings! We waited an hour in the waiting room to be seen, i was then told hes very bad as if i had left it too long before bringing him. Then the vet spoke longer about the money than the treatment & the welfair of our pet, i was given an invoice of a grand that included tests and sedation alng with a misclanious figure that they described as " just to round it up" ??? As i was extreamly upset & concerned that my best friend was so unwell i didnt really think about things at the time i was told he wiuld need to be hospitalised & given iv fluids & that they would do tests. I had a phonecall @ 4am to tell me my boy had passed away. I went to collect him so we could bury him at home & i asked for reasurance "he didnt suffer did he?" The responce was........ " erm well i dont think so, i havent read his notes!!!!" I was then issued a new bill of £600 as our pet had not survived long enough to stay in their care for the 21 hours they had originally quoted & also after further inspection of yhe bill they had infact not treated him at all as there was no sedation pain relief or tests done after we had gone. ???? So as far as im concerned they just put him on a drip & threw him out back to suffer & die alone. I can see no attempt to find the cause, treat him or make things comfortable for him. I felt that my visit was too much work for them after all they had already secured the payment by making me sign a form which said if my pet does not survive i am still liable for the costs & if i fail to pay they would enforse court procedings!”

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Posted 6 years ago

“Looked after our dog after he had emergency surgery while we were away and had nowhere for him to go. Rang them and they took him in for 2 nights until we got back. We were so grateful.”

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Posted 6 years ago

“Had to take my dog to an emergency vet as the practice i normally use was closed the vet i saw was not very good with the English language and explaining what was wrong but he was good at shrugging his shoulders he said it could be a few things the only way was to keep him overnight and run tests this will cost between 600 to 1000 pounds when i got the bill for £350 i nearly fell through the floor this company charges for everything it possibly can every injection cost £13.19 plus the cost of the substance they use which cost them penny's i would not advise anyone to use this company as all the are interested in is your money if you can wait and get to your own practice”

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Posted 6 years ago

I’m sorry you feel our fees are too expensive. As I'm sure you'll appreciate, emergency and specialist surgical care can be expensive, just as human emergency and specialist care would be without the NHS, which is why we always encourage the highest level of pet insurance possible to cover for this. If you would like to make a formal complaint I would ask that you email, clientcare@vet-now.com and we can look into this for you. Kind regards Ruth

Posted 6 years ago

“Very sympathetic.”

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Posted 6 years ago

“I’m absolutely disgusted at how vets now treat me and my dog. I attended twice both times they told me he had nothing wrong- I later found out he had a huge worm burdon and was in agony and despite being with pdsa charity because I’m out of work due to cancer they demanded I pay for the out of hours service or they wouldn’t see him. I have no money to do that. It’s ment to be a charity. They treat me like dirt. I’m distraught that they let my dog suffer like this and spoke to me with total disrespect when I was so worried about my dog. I just can’t believe what happened. This had happened previously when my other dog was put to sleep and they demanded payment while he lay dead in my arms. Disgusting. I will be taking this further.”

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Posted 6 years ago

Hello. I would ask that you put your concerns into writing to our client care team at clientcare@vets-now.com and we can look into this matter for you Regards Ruth

Posted 6 years ago

“On the phone said they specialised with chinchillas, got there and they had lied, said it was an ear infection, two hours later our pet is dead. Do not take your pets hear, they couldn’t care less, and charge you for EVERYTHING they possible can”

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Posted 6 years ago

I am sorry to read this. I would ask that you put your concerns into writing to clientcare@vets-now.com and our client care team will look into this for you. Regards Ruth

Posted 6 years ago

“I recently used this service for the second in 3 years. After my first experience I vowed never to use them again. However, last week I found myself having to use them again for my sick cat. It was 7.20pm and my cat had a uti which in some cases can cause a blockage which can cause death. Anyway it was £160 to step over the threshold, it was another £110 for blood test. Once we were discussing the results our cat was slightly dehydrated (their words) and we were advised it would be best to keep the cat overnight to put him on a drip. Having had experience of this previously I was so worried about the bill. I was advised the bill would be between £700 - £1000, when asked was the cats condition life threatening they so no. How do they justify these sort of charges. Any animal lover has their pets best interest at heart but I can honest say vets now are only interested in charging outrageous fees and taking advantage of people when they are volmerable. In Milton Keynes these are the out of hours service, there is no choice but to use them. Scandalous”

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Posted 6 years ago

“I took my 2 week old puppy in last night because he add been crying and didnt want to feed on examination they said my puppy was still hydrated and add a few little ulcers on his tongue . They said they would give him iv's under the skin and some pain relief. I was given my puppy back to take home and bottle feed etc . On getting my puppy back he was what seemed like very sadated. I came from wigan and on the car ride home my puppy fell into his forever sleep . The vet had administerd to much pain relief and killed my puppy . Heartbroken”

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Posted 6 years ago

I am very sorry to read this Hayley. I would ask that you send your concerns in writing to Vets Now client care team and this matter will be looked into and one of my colleagues will get back to you. You can email the team at clientcare@vets-now.com Regards Ruth

Posted 6 years ago

“Very caring and gentle staff Who gave me the time I needed to say goodbye to my boy.”

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Posted 6 years ago

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