Vets Now Liverpool Reviews Summary

Veterinary Care and Service

Pros:

• "Both the lady who greeted us at reception when we arrived - and the Vet who dealt with my cat - were so kind and welcoming and reassuring."
• "The vet Ruth was very knowledgeable and reassuring. She kept me updated on his blood results at 2 30 am as promised."
• "The whole process was a delight from the ladies on the desk to the vet in the consulting room."
• "The vet I saw late Saturday evening was very rude and abrupt. I had brought my dog in following a trauma and she made me feel awful that I didn’t have the money to pay for treatment and I took my dog home."
• "We were very worried as our Labrador didn't look to well and was shaking and never had control of his back legs, his eyes were glazed too. We took him to Vets Now and they checked him out, kept him in over night on a drip and explained to us that he had come across something toxic while out on a walk."
• "From the moment we arrived with Pablo, we were met with kind, considerate and empathic staff, who supported us with the sad loss of our boy."
• "The vet who was treating my dog was perfectly fine. Called my vets at 6:30 (States open till 7pm) Got directed to VetsNow, called for advice and explained the situation, Was told I should take her to the local Hospital they are based in, it is £165 just to see the vet, showed up, was seen."
• "The actual vet seemed to be good but I was not impressed by the admin staff. Was told to call once I was in the carpark. I called and it was picked up by the call centre. Told to wait, they would let the clinic know I was there and someone would come out when they were ready for me."

Cons:

• "I had to take my westie in to vets now as our vets were closed, we ended up waiting over 2 and a half hours to be seen."
• "A 4 hour wait in a vets car park is far from acceptable for an emergency appointment, then to be told your pet is fine and having to pay £220 for the pleasure of it all !"
• "Refused any treatment on site, even though it was clearly necessary."
• "We arrived for our appointment (Yes APPOINTMENT) around 12.45 am. Within 10 minutes, both receptionists had disappeared and there was no sign of the vet."
• "Extremely poor customer service, misinformed twice when asking for an update on my puppy causing unnecessary panic and upset. Would never use again."
• "We waited outside in the cold and rain for another hour before he was taken in. Then was told he couldn’t come in without a lead, I complained and told them I didn’t have time to put a lead on him as he was having a seizure!!"
• "I waited such a long time for an outcome. Evert time I enquired they told me they were dealing with emergencies. This little kitten was struggling to breath quite an emergency in itself."
• "I have had the most unprofessional and unsafe experience with this company over this past weekend."

Cost and Billing Practices

Pros:

• "Got a price before going ahead with everything, to be honest I thought it was going to be more than that."
• "Firstly I'd like to thank the staff for being so nice and helpful when i phoned. Very quick response."
• "Excellent overnight care and tests for our very poorly dog. A very understanding vet who called us when he said he would and put us at ease that their best would be done, whilst being honest and realistic."
• "I was told that vets now would deal with my insurance directly. I paid £250 and was told the rest would be via insurance."

Cons:

• "£265 for an emergency appointment at 5:30pm on a Saturday is absolute robbery. £265 just to be seen."
• "5 hours of *monitoring* in a cage, no treatment - was £1000."
• "£750 to collect a dog who is no better than he was when I dropped him off the previous night, another £300 at my own vet for them to do what I thought vets now were doing."
• "The charges were in my opinion extortionate for the minimal consultation and treatment time."
• "I was still waiting for a refund on. Rude, cold customer service staff."
• "If there was a -100 you would get this, not only did they say your dog is seriously ill, they charged me £1900 on the spot then sent us back to out vet who then done same thing for another £1500."
• "They could have said that over the phone when I explained the problem, but no they wouldn’t have been able to charge us £241.50 if we didn’t show would they. So annoyed to be kept waiting around for over 4 hours worrying about our dog and to come away with no answers or reassurance!!"
• "Then to add insult to injury they try to charge a £25 fee to send treatment details to your insurance, dont pay this cost just ask for clinical notes on your pet and the insurance will accept this."

Customer Service

Pros:

• "My dog had an operation at my vets on the Wednesday, & by the Saturday had an infection requiring her to be on a drip that day and she had to stay overnight, so we were sent to vets now."
• "They wanted to charge me £149 for a consultation on a Sunday before any other charges where applied. This is daylight robbery, taking advantage of vulnerable people with distressed animals in acute pain."
• "I had a very sick dog, and had to wait a very long time to be seen by a vet. I watched PDSA clients being told and given cleaning materials to clean up after their dogs."
• "My dog was rushed here recently early hours of the morning, the vet was not very compassionate, very cold and a little more concerned about us leaving a deposit before we left."

Cons:

• "I had a terrible experiance Friday night here, the vet was lovely and I understand that she couldn't do anything but as follows."
• "Service was ok, but I struggled to understand what the vet was saying, so I had to Google a lot of things and speak to my own vet the day after to explain more."
• "I called them in distress because of my cat symptoms. I spend 10m giving her my info “in case you need to come down” and then 1m for her to “ask” the vets if he needed urgent medical attention."
• "I am so upset my dog was put to sleep, I asked for her to be cremated the vet specifically said it's expensive but presented well (in a wooden box with her name on it.)"