Due to an un-fortunate incident my bulldog was rushed to VetsNow in Kilmarnock by my parents as I was away for the weekend with my wife. I'm informed, similar to other reviews, a holding deposit was required prior to the dog being seen and treated. Subsequently, my dog had to lose his right eye as it could not be saved and the surgery had to happen quickly. An estimate of between 1000-1200 was provided for the treatment. Upon being made aware of this incident, myself and my wife immediately began to make our way home from England by car. Later that evening, we arrived at VetsNow and were met by a lovely receptionist. Our dog was discharged and at this time (4 days post op) the surgery appears to have been a success. However, upon settling the bill, the final bill had grown to over 1300 with no reasonable explanation provided as to why the bill was now over 10% the top end of the estimate. The Vet who performed the surgery had since finished for this evening and the on call Vet could only speculate that this was down to un forseen medication costs. I have no complaints about the professionalism of the staff and can only commend them for their care and attention to my dog. That being said, the costs are extortionate and I do feel they take advantage of people who have no other option available to them at the time.We agreed to settle on 1200 to be able to take the dog home and I was informed I would receive a call from the practice Vet this week to discuss further the outstanding balance. That conversation is still to happen at the time of writing. The Vet who performed the surgery did call on following evening to check on my dog and also to offer his explanation for the increased amount which he was explained was down to miscalculation on medication required on his part. The Vet had prescribed Metacam which he later explained wasn't actually required as our dog was already on a course of steriods (prednidale) which would act as an anti-inflammatory anyway. In essence, we were charged for medication which we didn't actually require! All medication was disclosed prior to surgery. As a customer, I was left to feel that I had been robbed. Obviously, it's an out of hours service with associated over-heads but for what was described to me by the vet as a relatively straight-forward procedure of around 40 minutes then I don't feel the amount charged is by any means justified. The practice is clearly operated first and foremost as a business with the care of animals offered as an after thought which is very disappointing. I don't mind paying a premium for a service when there is a perceived value for money. Unless VetsNow start to get this right then you will continue to have many more un happy customers.
We were faced with a sudden and traumatic death of our little cat and phoned this practice early on a Sunday morning. Despite my being hysterical, they were so calm and helpful and when we arrived, the ladies who dealt with us could not have been any kinder. We weren't rushed and they were so warm and sincere. They then dealt with all the details of individual cremation with such dignity and respect and when the time came to collect our ashes, we were even offered a tea as we were very upset. Thank you so much for everything that you do. We are so glad to have called you that morning and to have experienced such a warm and caring process with your team.
Didnt find the place very clean. The vet who attended to us seemed to spend rather a long time googling information and although the client before us was already in the consulting room when we arrived, we were kept waiting for almost an hour... with a dog who had eaten a quantity of chocolate!We have had to visit pets now a few times before and have always been happy with the service and care our dog has received but this time we were disappointed and quite confused by the vets instructions, he was quite difficult to understand as English was not his first language.
We can't praise them enough when we had to take Benji up to them. He was 14 and unfortunately it was just his time. The care and compassion that they showed to both us and Benji made a horrible evening just that little bit more bearable.
Had to take my cat here due to an emergency and have to say all the staff was excellent they treated my boy very well and did an excellent job, I am very grateful for all there help.
Vets Now Kilmarnock is a UK Veterinary Care based in Kilmarnock, Scotland. Vets Now Kilmarnock is located at 1HA, 21 Hill St, Kilmarnock KA3 1HF, UK.
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