Vets Now - Newport Reviews 

I have never used vets now Newport and will never use again!

It was Friday evening and I got in from work and put on the oven ready to have a mince pie and cup of tea. When I came to put the mince pie in I couldn’t find it anywhere. It transpires that my 9 mths old German shepherd pup had eaten it. Whilst my pup was fine I knew raisins to be extremely toxic to dogs. I rang my usual vets Summerhill but unfortunately it was nearing closing time so I was put through to vets now, Newport as an emergency.

The staff were very welcoming and asked if the pup was insured, which he is. They explained that they would require me to pay £250 at this visit but if insurance excess is less, I would receive a refund at a later date. This did not happen!! In fact, after my insurance took £160 excess and £25 admin fee then paid vets now I was under the premise that I was owed £65.
I had many prompts from vets now prior to my insurance company settling with them. Constantly harrassing for payment. They contacted me directly rather than the insurance company. I found this intimidating.

When I contacted vets now finance dept for my refund of £65 I instead received another invoice which was increased by £99 and a letter today insisting that I still owe them £34!!
I will just pay it without arguing as I don’t want their harassment any longer!

For information, the cost of giving my pup medication to make him sick, I was left with him the whole time, so very little staff input and taking a blood test that day and 2 days later when I took him back was a massive £823.67
This is unbelievable and surely excessive.

Beware!!

Wasn’t happy with how vets now treated me they took my cat off me and didn’t come to see me once until they had treated my cat. He had been in a fight along with another cat .. my cat had bites all over his head which vets now missed they said he done that to him self which he couldn’t of bite his own head .. they for 1 hour in there the bill come to £394.00 .. I wasn’t happy with the treatment the vet gave me meds that we didn’t need to have .. my vet took my cat off them ..

Big upsell to bring my pet in for an appointment when I called asking for advice. It was 10 minutes of pressure and hard sell, when I was finally told there was a video appointment available. I was made to feel like I was wrong and visiting the clinic was my only option.
Felt very money driven & not about my pet who could not have travelled at the time.

During the video consultation the vet straight away said it wasn’t an emergency and did not require an appointment. The appointment was good but overall service poor and hard sell.

Great, but really expensive.

Our first visit to practise for Out of Hours Service.
-Booked in on telephone but when arrived details not found and had to give details again.
-Pet taken away for triage, ok with that, but then waited 2 hours without pet. Would have liked pet returned while we waited. (8 week old kitten, first time out)
- Not kept informed at all while waiting (it was New Years Day and I appreciate very busy but our details had already been lost so not much confidence in system reliability at that point) Would have appreciated update. In the end we asked, and we’re informed accurately of remaining waiting time.
- Consultation took place without us present. Our first visit so we had assumed we would be called in for it, like our regular vet. In future, I would insist being present when my pet examined. It is impossible to assess quality of care when I don’t see what care was given.
+ At feedback, all our questions were answered and we did not feel rushed even though it was still busy
+ We were offered a cup of tea about 1 hour 45 minutes into our wait and were very grateful for it
+ Pet responded to meds and quickly recovered

I took my dog to the out of hours vet as he was poorly and all the staff were wonderful. They made me feel at ease and looked after my dog with the best care possible. The staff kept me updated even through the night as he had to stay. Honestly 10 out of 10 service for me as a owner and care for my dog.

fast & friendly service highly recommend

This vets practice was absolutely exceptional! From the moment we arrived with our pet, they quickly took him into the treatment room where they administered an IV. All the staff was amazing from the initial visit, check up phone calls, and the last visit. I can't thank the Team enough for their work, with a special thanks to the admitting vet Owain. Our pet went from being in critical condition to his normal self within a few days. I would recommend this vets practice 100% to anyone!

See my email dated 24 December 2023 addressed to your Customer Support team.

Due to dog sitters dealing with the incident, getting details changed was a nightmare. Even after all that this message is addressed to JEAN and not Simon ie me.
Today I rang my insurance to find out you hadn’t sent them any details. Ie no claim yet in progress. If I hadn’t rang then I wouldn’t have know I needed to fill in an online form and would have been sitting here waiting.
Your employee was very good in sorting this issue out over the phone and I’d give her top marks as she also offered me compensation in writing off the admin fees.
All told quite a frustrating experience.

Luna was treated well after her accident as far as I can tell from Ms Pearson. So that’s a positive.

I really cannot rate this practice highly enough. My dog spent a night in emergency care whilst we were on holiday. It was so distressing being away in another country but Everyone I dealt with was so calm and compassionate and I was reassured to know he was being looked after well.

Good communication , friendly staff , looked after our dog with kindness and compassion

AVOID! disgusting after care from this vets. Had to use as an emergency as this is where my usual vets transfered us for out of hours. I took my dog, he was examined and I was told take him back home he will be fine and that I should of been rang and told not to bring him in as it wasn’t an emergency. FINE I just felt better for taking him but £277 later. 24 hours later my dog is still very unwell and after spending that amount of money I thought they might be able to give some advice on what I could do as he was getting worse. NO wanted another £110 before he could be seen again. Disgusting all about money no actual care for your pets just happy to take money when you are clearly very upset over your pet. I will be advising my usual vets to not be using these as there emergency vets as I definitely won’t be using again. Even the receptionist was apologising on the phone which says it all really. Will be taking further.

during a very worrying time the staff were very helpful explained what they were going to do, explained all the results and supplied the correct drug to treat our Jack Russell. I felt the charges were a bit high especially if I hadn't had insurance.

Kept in contact with me and updated me frequently.
Informative
Friendly and pleasant at all times.
Clean

Lovely people to deal with.

Really helpful staff from reception through to vet consultation.
Welcoming and understanding of stress of situation in having to attend an emergency appointment.
Vet consult was exceptional. Very informative and expert help and advice given freely. Lovely manner with us and our sick dog.