justdoit SIS
I was registered with Catley Cross for less than a year. In previous years, we had brilliant care from all staff and vets who were so kind and caring when we put our beloved dog, Elsie to sleep after 15 years. However, after the clinic had many changes in staff, the care has gone down dramatically with prices rising. I decided to move to another vets for financial reasons mainly, and cancelled everything needed to do so. I was assured, after paying £60 to cancel the pet health plan, that I was no longer registered in any way. Just days later, I was charged £20.99 (for a small Calico cat) for a full new month of pet plan. This no longer includes consultation fees, and really only covers 3-monthly flee and worming. When contacting the clinic about this, I was given no apology and no assurance of a refund. After contacting them another few times, I received an email saying I’d have to cancel my direct debit with my own bank to ensure they would take no more money from me. Again, no apology or suggestion of help. I went directly to Pet Plan, who apologised profusely and had the refund sorted within minutes. They also told me they would have to cancel the policy, as the clinic had not done so - despite telling me multiple times they had. My grandmother has also left the clinic, after she was charged over £250 to check a possible cyst on her cat and was left waiting almost 2 months for results - despite countless calls to them. This has caused added stress at an already difficult time whilst trying to navigate a death and huge loss in my family. Sadly, this clinic has become far more about money than care and I would not recommend their services to anyone anymore. If I could give zero stars I would. Massive shame as it was once a brilliant clinic with caring and compassionate staff.
