Address: Hale Rd, Farnham, GU9 9RB, United Kingdom
Phone: +441252444436
Rating: 4.3
based on 115 reviews.
Quality of Care
Pros:
"Was seen right away by a kind and compassionate vet who was so patient and caring she gave me plenty of time to say goodbye and I felt he was in safe hands."
"From the outset, with one phone call, we were looked after beyond our expectations, more importantly so was our puppy."
"They took such good care of him, first time he didn't try to escape as soon as he saw us in the morning."
"Staff were kind and considerate."
"We have nothing but praise they are very professional component and understanding."
"The staff were super helpful and friendly."
"The vets and the staff were very professional caring and gave us the time and space to be with him for the last time."
Cons:
"The vet nurse I saw was very clinical and although I had no doubt in the quality of care I was made to feel like I was making a mountain out of a molehill."
"The dog in question was taken and examined without my being present and almost no information requested."
"I left feeling ashamed of myself, selfish and a terrible/irresponsible person, even though I have three other cats, all healthy, and I've had many animals all my life who've been well loved and looked after."
"The vet and the nurses made me feel that I was wasting there time."
"I was kept waiting in the car park with a dog I thought might have a gastric torsion for an hour."
"Had they examined her in my presence or at least asked some basic questions they would have known that."
"It made our dog extremely anxious being in a new environment with people he didn't know when he should’ve been resting at home."
Cost and Pricing
Pros:
"I found they didn't over charge like a lot of vets can do for an out of hours service."
"They did not charge me the emergency fee I’d agreed to on the phone, as I didn’t need to see the vet in the end."
"We were told of the cost on the phone so it wasn’t a surprise."
"The consultation and treatment was very reasonable considering."
"They take care to inform you of every cost and always ensure where possible you are given options."
"The receptionist clearly explained how to claim on our insurance and the costs of treatment were explained by the team as we went through the process."
"We were able to pay using a credit card before leaving, though could have delayed this until the next day."
Cons:
"Horrendously expensive just to see a vet."
"The only downside was the astronomical cost."
"Extortionate and excessive fees, my insurer wouldn’t pay all of their ‘out of hours’ fees."
"The quote I signed I assumed would be full care for the weekend as agreed, plus any additional treatments, but as he didn't require the full weekend and came home after one night I assumed I would have less of the bill outstanding, but when I came to finalise the bill I was still charged the entire amount quoted for me for the whole weekend."
"I am shocked to see obviously that you charge what ever you fancy for such simple tasks."
"Honestly shocked by my bill!"
"But unfortunately the charges are insanely high and you are not given a true indication of this in advance."
Customer Service
Pros:
"Amazing that they are there when you need them."
"The receptionist was so lovely and couldn't do more to make me feel comfortable."
"We are so grateful to the staff."
"Thank you so much!"
"Thanks to the amazing staff, they cuddled him and made him more relaxed."
"Thank you for making a difficult time easier."
"Thank you to the lovely vets who comforted us when my close friends kitten unfortunately passed suddenly."
Cons:
"Called Vets Now a few weeks ago to ask where our nearest vets were, girl on the other end was completely disinterested in what had happened to our dog."
"Apparently their door bell was not working."
"Was immediately put on hold for 3 minutes and then was cut off during conversation."
"I would not use vets now again."
"For this particular dog it most certainly was not. All in all poor careless service, and it's not the first time either."
"Will avoid at all costs in the future."
"Having to spend the time I took trying to get through to and then information from, Vets now was unacceptable when my cat was in so much distress."
Professionalism and Empathy
Pros:
"Everyone we had contact from the lady on the phone to the vet and especially the lady who we paid the bill with were professional and very friendly."
"The vet was absolutely amazing."
"The service from the initial phone call until we collected our dog in the morning was faultless."
"The vet was very professional."
"Friendly receptionist on arrival."
"The vet was kind reassuring and explained everything slowly, knowing we were upset."
"All the staff were lovely and had a very caring manner so I felt happy that my cat was in safe hands."
Cons:
"WE LOST OUR DOG BECAUSE OF AN INCOMPETENT VET! I WOULD SINCERELY HOPE THAT THIS IS 'unusual'!"
"Almost all vets and healthcare in general have since adapted to enable loved ones to be there. Vetsnow are now an outlier to what is normal practice."
"And finally, when collecting my pets body the staff member walked right passed us."
"This whole palaver could have been avoided if they just told us to wait till the next day – Monday, and see our local vets as the out of hours vets wouldn't be able to do anything!"
"Had they examined her in my presence or at least asked some basic questions they would have known that."
"I feel they really need to improve the transparency of their pricing."
"The heartbreaking goodbye was of course incredibly upsetting, but the professional and compassionate help and comfort we received by the staff at vets now was something we won't forget."