Coastway Vets, Brighton Reviews Summary

Quality of Veterinary Care

Pros:

• "Céline is a fantastic vet and genuinely cares and we're so pleased to see that she's managed to grow the team of exotic vets."
• "The vet was lovely and she took her time to do an excellent thorough examination."
• "The Vet and Alice were amazing- truly amazing – so knowledgeable and so helpful."
• "The exotics team at Coastway attended to our peach face lovebird Mr Chips with a high degree of care and skill."
• "Thankyou so much to the wonderful staff at Coastways Brighton especially Christos the vet for doing an amazing job of removing a large tumour."
• "The team are amazing and the vet managed to unblock him without sedation."
• "Fantastic vets don't know what I would of done without them."

Cons:

• "Ridiculous procedures. Refused an emergency appointment because of a *settled* debt which they've failed to clear from their system."
• "Our dog had a massive seizure 5 years ago and we took him to Coastways, we we’re told 'this is nothing to worry about'."
• "Was told my 15 year old dog needed a general anaesthetic for tooth extraction... but no tooth extraction needed and £750."
• "I do not understand why upon admission the camera was not used to examining his throat that would've been a better use of the over £600 they charged."
• "Bad communication, never explain anything for normal or exotic pets."
• "I was treated awfully, and they only take advantage of your distress and love to your animal."
• "Disgusting, manipulative, callous, money grabbers."

Customer Service

Pros:

• "Always happy with the service here."
• "Excellent service from always very helpful staff."
• "The reception staff are also very helpful, so definitely recommend them."
• "Pedro is always amazing with her and puts us at ease and the reception staff are always very welcoming."
• "I was called twice, or more times, a day to update me on his condition and all of my questions were answered with patience and thought."
• "Customer care is perfect, especially Jenny."
• "Everyone is so caring and friendly, they always remember my dog's name and she's always made a fuss of."

Cons:

• "Another large strike for this practice now is the reception staff. Especially one in particular “Kerry” is the most unprofessional uncaring unhelpful person I’ve ever dealt with."
• "I was not seen until 12.00 with no apologies for delay whilst waiting in a reception area that was like an oven."
• "When we took our puppy in for an X-ray we called 4 hours later for an update the receptionist was utterly rude telling me 'your dog isn’t the only dog in our care don’t ring the phone again a vet will call you.'"
• "The guy was making things much worse by trying to justify the situation with excuses."
• "I was told I needed to give 2-3days notice and as I needed these quicker it would need to be as an emergency prescription which would cost an extra £24."
• "Money making machine! My cat had been very poorly for several days. The vet gave her 2 injections and said she didn't know what was wrong with her."
• "Crooks! All they care about is money."

Facility and Accessibility

Pros:

• "Firstly, their surgery is huge with a massive airy waiting room."
• "They are always available which is so vital in emergency situations."
• "Secondly, they are open 24 hours and always ready to help."
• "The level of care at Coastway is fantastic and a massive plus is that they do their own out of hours service."
• "The out of hours clinic is excellent too."
• "Coastway gave me an appointment straight away."
• "They have always fit my animals in fairly quickly & are there almost instantly for emergencies."

Cons:

• "This place used to be amazing! But since covid it has taken a massive step backwards."
• "Never use, they only seem to care about the business, not the animals and I'm not the first person to say it."
• "This place doesn’t even deserve half a star!"
• "I would never use them again after the treatment my dog received."
• "Over time the familiar faces all disappeared as did the warm welcoming environment."
• "After today I certainly don’t want to go back!"
• "During (Coronavirus) - a time where most people have had a drop in wages and are being furloughed this veterinary service is still charging £95 JUST for a consultation on a bank holiday and £45 for a phone consultation."

Value for Money

Pros:

• "Also, the cost was very reasonable."
• "The team instantly offered their ongoing support which resulted in the insurance company changing their minds and promising to pay out for our claim."
• "Jenny who was so kind, empathetic and really made an effort to be transparent about the costs and realistic options they could provide given my financial situation."
• "And they are very reasonably priced too."
• "The petplan, which covers two check-ups, vaccinations and flea/worming treatments each year, is very good value for money."
• "This is why it costs money, and this is a service worth paying for."
• "Pets are expensive!! They aren't covered on the NHS!"

Cons:

• "I can’t believe people are complaining how expensive it is. Having a pet is extremely expensive."
• "They charge too much for their services."
• "I thought there 400% mark up on their prescription medicines, was a joke."
• "Do not go for the puppy plan, they will put the most expensive flea treatment on your plan."
• "Brighton branch is very commercial and seems a greedy practice. Charged £167 to euthanise a rescue chicken, said it was an exotic pet!"
• "Coastway seems to be a making money machine with no compassion or understanding."
• "Lost trust in them, they are only interested in money."