Vets Now - Sutton Reviews 132

Excellent, kind, and swift service on christmas day and new year's day. Kept updated re waiting time, which was not long at all.
Reception staff and vet very friendly and helpful.

I brought a stray cat in that I care for when he showed up dragging his leg on new year’s morning. There were no regular vet appointments till Thursday. We explained that he was basically feral but we had been looking after him for a year. They told unless we claimed him as ours we had to drop him off and leave. We asked if we could use a payment plan and they said no. He only trusted me, if would run from everyone even me if I saw him outside. This is very cruel. I heard he wasn’t doing well and he had been shot. I thought vets were doing their job for the love and care of animals but found this was not true. I understand people that do own animals that can’t afford treatment try to say they aren’t theirs, but what about people who care for animals.

Very easy to get my pet seen in an emergency, very understanding & informative.

They were a massive help at the right time.

The clinicians were professional and courteous . I was not happy when I actually read the invoice. It was emailed and I had no time to review at the surgery. I trusted what was issued and was confidently assured that everything was done correctly.
I was most grateful that a nurse gave me a cat basket as I had to borrow a neighbours, which was much too small.

1. They included a £1. Automatic deduction for a charity. It did say it was optional, but I was not asked about it.
2.They put the wrong name on the invoice. Even though I supplied my insurance documents, which had clearly my name printed.
3. They offered a service for my claim and said that I would receive a document to complete my name and address and all further process to make a claim would be dealt with through this administration, cost £25.00. I had to contact my insurance company and was advised that I should complete a claim form and return.
4. No one is available to talk to should you ring during normal working hours. They direct you to another customer service department, where you have to give through the whole process of what was wrong with my pet.
I spoke to a representative of vets now about the incorrect name. I knew this would cause issues with the claim and he changed it. I also challenged him about the automatic charity donation and that I have already spent about 2.5 hrs trying to sort the incorrect name on invoice, knowing it would cause confusion. I was refunded the donation and admin. I have absolutely no objection to contributing to a charity, but as the invoice indicated it was voluntary. I was not asked. I was sent another form from Vets Now, which I completed and had to complete another from my insurer. I was assured by Vets Now that very little intervention would be needed by myself. In total I had to complete 3 forms.
The admin process that is chargeable will actually lengthen the claim process. My advice is get in touch with the your insurer and they will deal with all communication with vets direct. Instead of going to A to B, the administration process will be A to B to C.
I have been contributing to Battersea dogs home for the past 45 years.
Received reply 12/12/ 23. A blanket response, asking me which vet I attended. It did not include any contact details/ phone number except an email address. In my text I chose the vet location, it was Sutton, my name is on the Trust Pilot forum, the date I attended and they are asking for details. By the way, the cost of an X-ray is £200.00 without medication prescribed. Although the clinicians were excellent, I would not recommend them unless it is life threatening. Very expensive.

Very kind, professional staff. Nice clean, modern practice.

Excellent vet care in emergency.

We cannot thank Francisco and the team enough for all the care provided to our beloved Lulu. Francisco went far beyond what is required during an incredibly difficult time, and his kindness, compassion, and dedication to help us won't be forgotten. Words cannot express our gratitude.

Thank you so very much for your professional, caring and prompt action, excellent communication through out. Without your help , we wouldn't have our Tillie with us now.... can't thank you enough.

Listened to the details of the emergency and treated my precious dog appropriately with sympathy and professionalism. Thank you, it was such a relief to have you there to help

Vets now were very kind and reassuring, a very clean hospital

Beth was fantastic, thank you so much, Daisy is now running around like a puppy.

It wasn’t as I expected and to be there two hrs with a poorly dog… the table wasn’t wiped down from previous cat on my return to treatment room, felt vet seemed under pressure… Plus info on emailed forms wrong… reception desk young lady Iwona her persona made up for the downfalls… obviously we are spoilt with our own veterinary practice staff and vet. Wasn’t to the standard I expected.

Thankyou for taking good care of Toffee, we know he was a little grumpy because of being unwell. thankyoufor perseveringand getting his drip in xx

Had to wait a long time to be seen but when we were all our fears were addressed in a caring and understanding way

Really professional friendly caring staff .

Excellent service from all concerned at a very worrying time

Saw my cat in an emergency and were friendly, helpful and reassuring

I couldn’t speak more highly of the efficiency, customer service compassion of the team at a difficult time with my cat. Thank you so much