lauren wilson
Absolutely horrified at the service we have received after my dogs death. The clinic staff were lovely whilst my dog had surgery however, his conditioned worsened after the surgery when he needed blood transfusion and unfortunately we have to have him PTS. Now the treatment to this point was great and the clinic staff were nice, however following his death it went hugely down bank. Firstly, we had to pester the team on multiple occasions to send through the cremation information as they said they would only hold his body for a day, so we were panicking we would lose him if we didn't sort it quickly. They kept saying they would send it through on the phone, but never did! So eventually after trying 3 times, we went into the clinic and were told it had been sent, ''but mustn't of gone through''. Strange, as we had received all the invoices to our email but not this? A £1000 deposit was paid in the clinic and we gave our insurance policy details to the lady on reception to go through the insurance and were told this was all in hand. Then at 7:30pm and again at 9:50pm the vets finance department rang us with an awful attitude, no compassion for losing our dog whatsoever saying we have money outstanding and they were going to send creditors round if we didn't sort it immediately. It said on their system we weren't going through insurance and hadn't paid our money. A mistake and lack of communication of their side that led to us getting the backlash. What was already a really sad time for us was made worse by the bad attitude of the lady from their finance department who made us feel like criminals and was demanding documents at 10 to 10 at night. No compassion at all and very rude. Once our dog had died it was like they just didn't care about anything but the money, which I understand people need to get paid, but we had paid and told it was all inland. We were upset about losing our beloved pet and it's just the last thing you need. It's a shame as the staff internally and the vets were lovely.
