"We spent loads of time at the vets with Bear during the day and all staff were fantastic."
"I got through to Megan Stuart - who was extremely caring and understanding to my situation."
"The vets and nurses that we've met on each of these occasions have been lovely, knowledgable and absolutely brilliant at getting xrays, ultrasounds and blood tests all sorted immediately."
"Always kept us informed on progress and did everything possible to save of little man."
"All staff were reassuring and supportive throughout our experience."
"Beautiful people, deserve more credit than they get. I had to rush my poor dog Scooby in as he was extremely poorly."
"Exemplary service from Vets Now. The advice and care of my extremely ill elderly cat was highly professional."
Cons:
"The reception staff are friendly but some of the vets were rude and patronising and their insurance team is impossible to get in contact with as they don’t reply to emails."
"Our dog was transferred to Vets Now for out of hours care following major surgery. On arrival, we were informed of the costs where our only thoughts were for our dog. I called the next morning for an update and the vet did not return any of my calls."
"Left us sitting in the waiting room for an hour and 20 minutes with our dead cat as they forgot about us."
"Reception staff we’re terrible. Left standing in the rain holding my wounded dog for ages, would not hold the door open for us. No empathy at all. Cheerful, but totally detached and lacking all common sense."
"Surely someone from their team could have helped her to hold him, I guess someone with a bit of experience for these cases."
"They do not do proper assessments and lack in compassion!"
"The administration staff were very unhelpful. I got mixed messages and then asked to complete an online claim form from my car at 9pm."
Cost and Billing
Pros:
"Excellent service with caring staff, couldn't have asked for more at a time when you need to use an after hours veterinary practice. Very thorough with the treatment and explaining the process for claiming on insurance."
"It's not cheap needing to use an emergency vet service even with insurance but they handled the claim super fast for us."
"We where kept up to date with what was going on with Lucy which was very much appreciated."
"Vets Now Reading were quick to take in our cat when she fell ill over the Christmas period."
"We were kept in the loop with regular updates as she was kept in overnight."
"Amazing service from the team at Castle Vets."
"Vets now helped us out massively when our dog became ill due to a stomach infection."
Cons:
"When I went there I was given a bill for £239 just for the vets time and examination and my total bill was £340."
"£597 to put my pet to sleep in the early hours, zero compassion and unable to take a paw print impression due to 'Covid'."
"There treatment was good but I had to pay 300 pounds just to take my very ill pet to them then was charged another 400 pounds on top off that."
"However I'm not happy that it has taken two weeks after we paid Vets Now for them to submit the claim to our insurer, very quick to take your money but seemingly not too concerned when you get it back."
"Prompt service but eye-watering out-of-hours consultation fee of over £300 just to walk through the door."
"Do think though that pet owners are being robbed when they have an emergency with their pet. Pets now company figures show £12million profit! Wow… it just shows normal hard working people are being taking advantage of when their loved pet is in an emergency situation."
"Disappointing service and unethical service. Aside from the ridiculous £269 consultation fee there were hidden costs on my invoice which were only made visible on the invoice sent to my insurance."
Quality of Care
Pros:
"Our dog presented with symptoms of heat stroke and we were clearly worried about this - he was weak, lethargic and not himself at all. From the call we made to Vets Now to arriving and his treatment, we were well informed and assured that we had done the right thing and our dog was in the best place."
"Excellent service. Seen immediately and talked us through everything that they were doing to our dog, so that we knew the cost implications and the benefits."
"When we rushed our very sick dog in... they looked at her quickly and took immediate action to treat her."
"My dog is on the road to recovery with little long term effects, without them she would not have survived."
"In September 2017 my lovely Poppy was treated as an emergency patient and was given excellent medical help."
"Highly Highly recommend."
"The best help and advise I have ever had for any of my pets."