Maven Veterinary Care - Sutton, London Reviews Summary

Customer Service

Pros:

• "A wonderful team of experts, from the moment you walk in and greeted by the extremely friendly reception team through to the great veterinary team and their enthusiastic nursing team."
• "From the polite and compassionate receptionist, easy online booking system and experience vets."
• "Wonderful Vet Practice! They have been caring for my cat, Katy, for a few years & ALL the team are friendly, caring & efficient."
• "Thank you to all the staff that helped with my cat Milo. From the receptionist to the vets, all were helpful and welcoming."
• "The staff were amazing- especially Kate. It was a very sad time for us but they gave us all the time we needed."
• "The receptionist who I spoke to on the phone was professional, calming and helpful."
• "The customer care team are truly amazing. Genuinely they go above and beyond."

Cons:

• "Not at all happy with the vet I saw she wanted to go straight for having my 10 year old cat having dental treatment."
• "This practice advertise themselves as a specialist in animal dental care. So I called them for a dental check-up for my cat that had a tartar built-up. The lady who answered the phone told me to go elsewhere."
• "Very poor communication between the nurses."
• "That is very rude and that would be the last time i will visit them after seven or eight years."
• "Best off going to another vets were receptionists understand and can deal with your query and without the rudeness."
• "Service is absolutely shocking and pathetic. Made an appointment over 10 days ago for my dog to have an injection for arthritis."
• "The young and short Asian looking receptionist pointed her finger at me and shouted lesson to me."

Quality of Veterinary Care

Pros:

• "Michael is truly an outstanding clinician with up to date clinical evidence of the latest treatments and he has such a kind and caring bedside manner."
• "We received several updates every day and we knew she was in good hands, receiving the best care."
• "Attended out of hours emergency service. Was very well informed of the cat's condition and what has been found."
• "The staff at Maven Vets were very supportive with prompt diagnosis and treatment, allowing me to make the decisions that were best for my cats."
• "Even though I wasn’t with my dog in the consultation room I was kept totally informed over the phone."
• "Level of care is Beyond Exceptional."
• "I can be confident that my cat was cared for at a very high standard and I would definitely recommend bringing your pet here."

Cons:

• "The vets all seem to be freelance which means you rarely see the same vat twice and you have to spend a lot of time re-explaining your animals condition, which you shouldn't have to do."
• "This has made me rethink if I want to continue using this company."
• "They tend to schedule lots of follow up visits before taking actions."
• "They threatened to report me to RSPCA when I said I wanted a second opinion??!!"
• "She did not discuss the anaesthic problems of an older cat not happy at all."
• "Horrible experience. Our beloved cat had terminal cancer so we had the hard decision to have his put to sleep."
• "Based on the attitude of this young woman, Maven is not somewhere that I would wish to take my pets."

Facilities and Convenience

Pros:

• "The newly renovated surgery is lovely."
• "They have separate facilities for dogs & cats so the dogs can wonder around without stressing out my cats, who are safely tucked away in a quieter area."
• "Their in-house lab has in some cases meant I have had tests results within half an hour rather than several days."
• "The separate waiting areas for cats and dogs is a splendid and well received improvement."
• "Moved over to Maven Vets a few months ago, the staff are friendly and the surgery is always clean with free treats available to get nervous animals settled."
• "What a wonderful state of the art veterinary clinic."
• "The pet health plan is the cherry on top of the cake. Allowing me to spread the cost of routine care and treatments in a low-cost affordable monthly payment."

Cons:

• "This is clearly a case of poor communication, left and right not knowing what is happening and lack of basic customer service."
• "This is not a service this is just a joke. Unprofessional they can not communicate."
• "Very poor customer service nowadays."
• "I understand Covid measures but it's easier to visit my doctors than this vets practice. 3 months wait for Booster vaccines. What a joke."
• "Called at their door in error this afternoon while looking for the emergency practice Vets Now. Maven's receptionist was clearly inconvenienced."
• "Just for that one day I managed to phone my cat sitter to arrange collection on the Thursday this was totally out of order and a completely exorbitant fee 10 times the normal cost totally unjustified."
• "Disgusting Customer Service... they refused to post my dogs medication, and actually put the phone down on me."

Cost and Financial Practices

Pros:

• "I trust everyone completely. They don’t use your pet as an opportunity to make money and I have even been advised against treatments that were costly and unnecessary."
• "After posting the above review, I was contacted by the clinic. They have booked my cat in for the initial check-up and the subsequent dental surgery."
• "I asked them to waive the amount, which they did."
• "He’s also really cost conscious & always trying to think of ways we can approach treatment that will reduce the cost to me if possible."
• "Treatment options are always discussed both in terms of what is best for the animal and in terms of minimising cost."
• "Thank you for saving Woody the Yorkshire terrier, he’s doing just great due to your expertise and wonderful care."
• "Quality is assured when you bring your pet to Maven Vets."

Cons:

• "The practice now adopts a new approach by refusing to send the body to the crematorium without payment first."
• "Extortionate and obtuse. The hard sell is embarrassing and the prices way over the top."
• "They are however about a 25% more expensive and not sure I can always justify the cost of treatments."
• "But over the last few years prices have gradually risen."
• "In my opinion the treatments are good but this place feels over priced. A visit costs 'only' £35 and if you have to add any treatment to that then you will get out of there £100 lighter at least."
• "On Sunday our dog cut his lip... We’ve sat around for 4 hours and been charged £286.00 plus £139.00 for a plastic Elizabethan collar and a pain killer."
• "The place wants your money... instead of giving him antibiotics to cure the problem he got only a cat NSAID."