James Desira
Extortionate Prices, Zero Transparency, and Appalling Communication I am beyond disgusted with the service—or lack thereof—at the Haughley practice. After the devastating loss of my dog, Obi, only the day before, I brought my other dog, Bailey, in for a consultation. What followed was a masterclass in how to exploit pet owners during their most vulnerable moments. The lack of transparency here is staggering. I walked away with nothing but a card receipt—no itemized invoice, no breakdown of costs, and no record of what was actually done. It wasn't until I called back that I discovered the "vulture pricing" structure they employ: The "Consultation": Charged at £66 for 20 minutes. That is an hourly rate of £198. For context, that is more expensive than the labor rate at an Audi dealership working on luxury vehicles. The Medication Markup: I was charged £66 for ear drops that are available online for £26.95. A 250% markup is not "business," it is exploitation. The Phantom Prescription: Despite being charged £30 for a prescription, I was never given the document. I left the surgery with no meds and no way to order them elsewhere, despite being told I would receive both. The vet industry is currently under CMA investigation for exactly these types of practices—overcharging and lack of transparency—and this practice is a textbook example of why that investigation is necessary. To top it all off, I sent a detailed formal complaint to the Practice Manager and have been met with total silence. It seems they are quick to take your money but couldn't care less about patient care or customer service once the card machine has beeped. I have had great service at their Thurston branch, but the Haughley management is clearly comfortable taking advantage of the emotional bond between owners and their pets. If you value your pet’s health and your own bank balance, stay away.
