Animal Trust Vets CIC - Bolton Reviews Summary

Customer Service

Pros:

• "They were courteous,caring,sympathetic."
• "The friendly girl who answered the call indicated there could be an issue given the symptoms and helped me register to get booked for a last minute appointment."
• "The receptionist when we arrived was great."
• "The receptionists are all truly nice individuals and staff like Vlad understand what our pets mean to us."
• "Especially from one of the receptionists' JADE. Excellent customer service from start to finish."
• "The staff were professional and caring, listened to the history of the illness of George and was the information received was reassuring and helpful."
• "The reception staff are also helpful sympathetic and professional."

Cons:

• "Will not recommend these to anybody. We needed them in a time of need and they left us."
• "Staff disgustingly rude and unprofessional."
• "The 'lady' on reception was clueless and had very poor customer service skills."
• "Every part of conversation was turned into accusation by her and her tone of voice indicated heavily she was rather unhappy a customer would ask to pay her money."
• "Wait an age to get your call answered... Reception person rude and very no emotion to your problem."
• "I was left utterly disgusted and disappointed after todays interaction with rude and unprofessional out of hours receptionist."
• "Receptionist was rude and had a face like a slapped a¥*e."

Veterinary Care

Pros:

• "Had my 11 year old staffy put to sleep last week here... The vet that performed the task was absolutely lovely, sat with us on the floor, talked us through it from start to finish, comforted us and our baby girl."
• "The price for the scan was £1300 less than the local specialist."
• "All the staff at Animal Trust were amazing today when our family pet dog unfortunately passed away."
• "Saved my dog's life... always been good vet care."
• "The care they gave her was second to none!"
• "The vet was absolutely brilliant, he didn’t rush me at all and was really caring and gentle with Daisy even when she had passed away."
• "The attending vet couldn't have been nicer and confirmed early conjunctivitis."

Cons:

• "Absolutely terrible. The vet didn't inspire any confidence and kept asking me what I thought was wrong!"
• "I am absolutely disgusted and would advise anyone to avoid this place and seek advice from another practice if you care for your pets health."
• "I am flabbergasted this staff member felt OK to leave a pet in distress."
• "The end of life care and cremation for my poor baby has been disgusting."
• "Feel like this needs to be said sooner than later to save future pets lives. Our cat was in for an emergency appointment 2 weeks ago, the woman who saw her (Victoria) didn’t even think to check her over, just gave her some meds and sent us on our way."
• "The treatment plan he suggested didn't make any sense whatsoever."
• "This vet wrongly put down my cat."

Accessibility and Communication

Pros:

• "I asked for all the results to be emailed back to me which they did no problem."
• "Really pleased with the service and care provided."
• "Recently taken my dog Piper to be spayed. Excellent service and care beforehand when dropping Piper off."
• "We couldn't have asked for a better service from both the out of hours service and the daytime staff, they were all very friendly, compassionate, reassuring and happy to answer any questions we had."
• "Great service through the website to get the clinical history of my dog and to book appointments."
• "Massive thank you to Asad (Assad) on the telephones for being so helpful, polite and just making the process to refer and book my frenchies BOAS surgery smooth and easy."
• "I'm really glad I found them online and got an appointment so soon."

Cons:

• "So far I have not even been able to bring my dog into the practise as it is proving completely impossible to get hold of anyone."
• "I called and called and couldn't get in touch with anyone."
• "No contact was made from the vet."
• "I called for an emergency and was told I was not able to be seen."
• "They NEVER answer the phone!"
• "I have just waited to see a vet from 12pm till 2.15. Still no one around."
• "Every time I have called I’m constantly on hold for a minimum of 20 minutes."

Cost and Billing

Pros:

• "The bill was almost half."
• "Got to be one of the cheapest vets in the country."
• "Remember they're non profit making so a lot cheaper than your normal vets."
• "It is also a non profit practice, so any treatments are considerably lower than any other private vet practice."
• "After a recommendation, we rang the Animal Trust and the price was a fraction of what we had been quoted."
• "Great staff, great vets, prices are always reasonable."
• "Yes you may wait a bit longer when you arrive than your private vet but they don’t charge private vet fees."

Cons:

• "Procedures I was informed would cost around a thousand ended up closer to 3.."
• "They have also charged me for her care on Sunday and have taken the £153 insurance excess/deposit."
• "My dog was insured and they told me he was covered after I paid the first £100 + 20%... Now another amount has been told to us."
• "Also, the prices have gone crazy."
• "Even though my excess was only small they tried to charge me nearly 3 times the amount with no valid reason."
• "It seems the payment rules change every time you go here."
• "I was informed by Animal trust that that medication would be £85 with them minus 33 percent around £56 pounds."