Vets Now Derby

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  Barbara Dennis

  a month ago

  I found the whole process very good. All staff were kind and helpful, while still being professional. The vet was excellent with my dog and very knowledgeable😊👍🐾

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  Sarah Middleton

  2 months ago

  Nobody wants to have the need for an out-of-hours emergency vets. However, Vets Now made the experience the best it could be. The vet (Mia) did her best to put my very worried and in pain dog at ease. She did what was necessary to make sure he was safe to have full treatment at my own vets the following day. I would happily use them again (but hope I don't need to!).

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  Dominika Pana

  2 months ago

  My experience with Vets Now Derby was made significantly harder by issues around cremation pricing and communication. This is not our regular vet and we were directed to this place as it was Saturday evening and my cat’s health has declined so rapidly that we couldn’t wait. In the room where we could say goodbye to our cat was a cremation leaflet on a display with a price list (cremation fees in the £80–£100 range). We weren’t sure if prices were correct so my partner even double checked with the receptionist at the time, and they confirmed those prices were correct and included casket and cremation. As stated above, the consultation room had one single type of leaflet with options on it (one cremation company) and caskets from this company on a display. We paid £250 before leaving assuming this is for the euthanasia and it will be refunded by my insurance. We were never told about additional fees as such. I definitely wasn’t in a state of mind to question it as receptionist clearly confirmed that our selected cremation will be £80. I would like to stress that I only got a copy from a card machine, not an invoice or any type of receipt that would explain the payment. Vets Now Derby only sent me a full invoice once they needed additional £30 pounds for administration fee (this was approximately two weeks post cremation). When we collected our cat’s ashes, I have questioned these charges. This was the very first time when we were told that £80 was a price for members of this clinic and the actual cost for non-members was £250. The same receptionist confirming £80 on the night of arrival suddenly denied that she has ever said that. At such an emotional moment, this felt misleading and added unnecessary stress. She showed us a leaflet with the actual prices (completely different looking and never displayed in the consultation room)! She even said, that there is a cheaper option of cremation so why we didn’t pick this when shown. It’s never been shown to us! Given the circumstances, waiving the £30 admin fee would have been a small but meaningful gesture, but unfortunately that didn’t happen. A little more empathy and transparency would have gone a long way. We were only given a card with email and details of the clinic saying if we want to dispute, we should email someone more senior! I do appreciate the staff who were present during the euthanasia itself; they handled the procedure respectfully. However, the lack of clarity around pricing and the way the information was presented left us feeling taken advantage of at a very vulnerable time. I hope the practice reviews how these costs are communicated so other grieving pet owners don’t face the same experience.

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