We have been with Victoria Vets for approx 7 years. The vets themselves are brilliant, but the reception staff are rude and unhelpful. About 2 years ago, my bank account was hacked and blocked so my direct debit failed. As they now give 3 monthly flea & worming tablets, the 2 months we had already paid for, they wouldn’t give us the flea and worming tablets until the third payment was made. We offered to pay cash but was told this could not be done. I said my pet is at risk of catching fleas as you don’t give them out monthly anymore but nope! They wouldn’t give us the 2 months we had already paid for. The monthly payments kept creeping up so we cancelled our Pet Plan cover late October last year. We had a letter in December asking us to go back at a refunded price, which I completed online. I was told something went wrong so I was ringing back and forth trying to sort it out. I spoke to a nice guy at Pet Plan he said “it’s all sorted, the plan is renewed, I will e mailed Victoria Vets now and your flea and worming tablets will be available for collection straight away”.. Last week, I spoke to a woman on reception, she was not very helpful and she kept talking over me, she said the plan was not up amd running and she basically said the guy from The Oet Health Club hadn’t done his job ( even though I had e mailed confirmation off him) but she said she would ring me back on Monday once she had spoken to her manager. I received no phone call, so once again, I had to ring back and was once again told she had to speak to her manager and I would have a call the next day. Fed up of the way we were being treated, after 7 years of being a loyal customer, I e mailed Victoria Vets to cancel as I signed my pet up with a different Vet, only to be told “As the plan was cancelled before the renewal, there is a cancellation fee of £60”
Needless to say I will not be paying this cancellation fee as she told me the guy at Pet Health hasn’t even renewed it!!
