Would never use this vet again. We had a wonderful experience when using their Cults surgery but more recently they advised us they don’t offer a vet service there any more and only offer nurses so we were forced to choose Nigg. We had one visit there and were absolutely shocked how bad it was. Cults was bright, modern and excellent customer service, especially from the receptionist who was exemplary every time. Nigg by contrast seems to have a clear focus on revenue, not customer service.
We made an appointment at what was at extremely difficult time to discuss end of life care for our dog. The waiting area is tiny and as we waited and waited and waited it got busier and busier. Two receptionists never once thought to advise us that they were running over half an hour late as after 20mins past our appointment time we had to ask what was going on. It would have been kind to keep customers updated on lengthy waits rather than ignore them. After being charged £61 for the privilege of the consultation they couldn’t take payment as their system crashed.
Our dog sadly passed away two nights later and we were so glad we didn’t have to go back to that place and instead went to an out of hours surgery at Kingswells.
We got a kind card from the surgery but still no bill for the last consultation so I tried to call and pay this but was told I would get a callback within 24hrs. I didn’t, instead a bill was posted out. I paid this thinking we could put this matter out of our head but came back from holiday to a reminder letter to pay it or face it being escalated with charges applied.
I called the surgery who could find no record of the bill being paid. I was advised all finance staff were on leave and there were no managers. The receptionist said she would transfer me to a manager in Bridge of Don but after 15mins on hold I hung up and emailed the practice manger with a screen shot to prove I paid. She never replied and my email summarising our experience was ignored which told me lots about how little emphasis they now put on customer care.
I eventually got a call back from a different staff member who said she forgot to check a system and had now found my payment and the bill was settled.
Our experience has left us feeling that this business is about packing in customers and animals for maximum profit and they have totally lost the excellent customer service approach that their cults branch once offered.
