My dogs had been patients of Huan at Folly vets for a few years and we had built a really good rapport with him he was very trusting of my dogs and I was very satisfied with the treatment my dogs received. Sadly a couple of months ago when I needed to take my dogs for their annual vaccinations I became aware that Huan had retired and the new guy was James. When I met James I wasn’t really sure about him but I felt it would be silly to judge someone on the first visit.
James was discussing both my dogs health with me before vaccinating them and I was making him aware that one of my dogs had an ongoing ear problem where he needed them to be flushed once a week and then having a steroid in his ears the following day. I told him how well it was working and since he had been diagnosed by a dermatologist he had never had any further issues and the previous vet, Huan had said how well i had dealt with his ongoing treatment and how well his ears were looking.
Once James had given the dogs their injections I reminded James that I needed to get the steroids otherwise it would mean bringing him back at a later date at an additional cost to me. James decided to recommend a different medication but my attitude was why change something that was working! James was persistent in recommending the change making it sound like it was a better medication for him and that he was so positive that it would be better that if I experienced any issues I could return it and he would replace the medication with what he had been on previous for no charge as I would have already paid for the new drug, so he obviously thought it was going to be a dead cert. It took about 2 months to finish the old steroid as I only use it once a week but I started the new medication on Monday, this week, firstly until I started using the drops I wasn’t aware that they had to be used DAILY, which for a dog that’s ear shy because of all the treatment he’s had with his ears is difficult thing to do but secondly it was in a pump like bottle so it was like trying to pump air into his ears, which he objected to. Bearing in mind I’ve been doing his ears for 4 years he trusted me but he objected to the noise, Lastly he was doing a lot of head shaking which he hadn’t been experiencing for some time so as far as I was concerned it was a definite NO NO.
I emailed James to advise him that the new meds were NOT suitable and that as discussed I wished to return them and put him back on the old medication and I reminded him of what he had said about the fact that there would be no charge for him to go back on what he had previously been on.
We’ll talk about back tracking, I received a reply from his colleague advising me that the meds would be ready but that there would be a full charge so that meant I had paid for the medication that James decided was better although the meds weren’t FIT FOR PURPOSE. the steroids he had been on for 4 YEARS had been working all the time. Why would I have changed the meds that were already working if James hadn’t advised me to, IM NOT A VET!!
I suggest anyone using FOLLY VETS
Should record their conversation as it appears they are quite happy to change their content of their conversation to suit them, the practice manager isn’t interested in anything you have to say other than making out the customer is a LIAR and I would suggest she needs lessons in customer services.
I would recommend that if you need a vet you seriously think about the service you would expect as they are very under par and now they have lost their best asset, Huan.
