Rosie Fivian
Service has gone drastically downhill since we first joined. Poorly staffed, poor communication, never answer the phone, return calls or emails or follow up after appointments, no vets on duty, never see the same person twice. They rang us and requested we come in for routine blood and urine tests on an elderly 12 year old dog. When we got to the scheduled appointment the nurse was incredibly nervous about being alone there and being able to draw blood alone. It was very unusual. Her worry made me nervous but she said she was quite comfortable doing the procedure so I trusted her. It turns out she wasn’t able to draw blood that day and asked us to come back again another day when more than one person was there at the clinic. This caused unnecessary pain for my dog and was unexpected and inconvenient and scary. Then several weeks went by and they never had a vet or nurse follow up with any sort of contact by phone or email with the results of the urine and blood tests and I had to chase it repeatedly. We never saw the results. Then someone just rang and said it was okay with absolutely no details and we still have not seen the results of the lab work that we paid for. We ended up transferring to another vet immediately and now they are trying to charge a £60 fee to cancel the plan which I do not believe is at all reasonable under the circumstances and we were not informed of this fee at any point. Terrible experience and glad I left before my dog needs any sort of treatment or care as she ages.
