"UPDATED REVIEW Lost my trust in this clinic which I have been client of for over 10 years"

11/12/2020 UPDATE: For a fair and honest review I thought I would also write that after my review the Clinic contacted me. One of the resident Vets who has seen my cat before was kind to call me back and arrange to see my cat and let me stay with him during the procedure. This time around it only took a blanket to wrap him in and a little soothing. The Vet managed to get his blood in one attempt and he did not even have a puncture scratch the next day. Going forward I will ask to book appointments with a Vet that has seen my cat before. My Cat was a bit feisty after the blood test - granted that - I have never seen him so crossed before in 10 years, no one likes a blood test, however as soon as we were out of the door he was purring in his bag!!!! 02/12/2020 I have been a client of a particular branch of this Practice since it was owned by a lovely Swedish Vet. Over the past few years it has become part of a bigger group and I have had hit and miss experience with the ever changing staff there. After so many years of brilliant Vets, things seem to have changed recently and something happened today that really made me lose my patience. About a month ago I took my 10 year old cat to the Clinic for a blood test, I was not allowed in the room with him and had to wait outside. After a while the cat was returned to me and the Vet said that she could not take a blood sample because he was trying to scratch her and the nurse and would not let them do it. My cat is a 10 year old jolly moggie that has been to the clinic many times, met many vets and never had an issue. He has never scratched anyone or shown aggression to anyone. I was very surprised and asked to be in the room with him but was denied so ( some Covid rule). They said he needed to take a tablet for the test to be done. I have been asked to book him back in to try again. When I got home I noticed that they had scratched his neck badly in the attempt to take the sample and he now had a massive gash on his throat that he did not have before the consultation. I was furious because nothing like that ever happened before. It took me a month to calm down and let the gash heal. I called again to ask that I be let in the room with him and that another vet try. The very very rude person who spoke to me on the phone (and did not introduce herself) cut me short and just said that if my cat was aggressive (when I said my cat is not aggressive the lady on the phone snapped back at me "that is your opinion") they would only do the blood test with the tablet ( I don't want him to take a tranquilliser for a blood test) and that I would have to pay for taking up the vet time even if it was the Vet's fault not being able to do the job the first time and giving a massive scratch/scab to my cat that took a month to heal!!! I am very disappointed at the way they have started treating people and I am not sure I want to go back because I don't feel I can trust in them anymore, it feels they are just trying to charge as much money as they can. I am not saying these words lightly and wish it did not come to this but I am very upset at the lack of empathy the person on the phone showed, and did not even let me speak! It is not the first time I question the bills either! Little small things that chip away at the trust, like charging for things sometimes without telling/asking first. The fact that every time I go there there is someone different does not help building a good rapport either because it does not feel that they care that much anymore. It has felt like this for about a year now.

"Horrendously unprofessional, complaints ignored"

Horrendously unprofessional, My complaints ignored. I had a critically injured animal whom they did not want to treat. Vet tried to tell me they were not our closest emergency out of hours practice even though I knew they were and had used their services before. Vet diagnosis was euthanasia, without even checking with diagnostics, when we demanded a second opinion we were told they could make a referral to a hospital but X-ray would be needed (More costs). I fully explained to vet and nurse we had insurance but vet demanded payment before allowing us to leave and rush beloved pet to hospital. Please do not ensure the safety of your pets with this surgery as they totally disregarded our animal welfare, the love for our animal and our complaints. They charged double for Exactly the same services provided by the hospital they referred us to. I will be reporting them to the royal college of veterinary surgeons. They unnecessarily have caused much suffering and distress.

"Dishonest opaque pricing"

It's a shame to have to give only 1 star as their veterinary staff are (on the whole) very good. However, attention to customer experience and opaque pricing let them down. What's more they refuse to address customer pricing complaints even when in the wrong.

If you can find an alternative practice I suggest you avoid these guys. And if you do use them know that their Pet Health Care Plan is not really worth it.

They offer 6 monthly check up "included in the plan". However, this is only included if the pet is 100% healthy. If something even minor is found - or if you mention any kind of ailment - they immediately charge you a consultation fee for the same check-up.

Also, they have no manageable escalation procedure for complaints. Any pricing queries are handled by the medical director and not the admin staff (in my case I was overcharged on my card and no one could issue a refund). The medical director is clearly very busy and in my case only replied after 6 weeks when I cc'd half their surgeries in my 4th chaser.

They are focused on making money, and use locum vets which likely work in other practices in your area.

Update 22/02/21
Rather than actively and constructively addressing the issues raised above VV simply added a template response below (the same as for all other neg reviews on here) and then ignored my emails. Then today I am advised by Trustpilot that VV have attempted to have my review removed using legal methods.

I have the email correspondence with the Medical Director and will provide a link to it here should VV continue to aggressively attempt to remove my review instead of handling (and resolving) my complaint.

"Great vets"

Really helpful, easy to deal with, always responsive and genuinely care about what my dog needs. They need to know more about overseas rescue dogs and when not to neuter a fearful rescue dog (we neutered my dog far too soon to him arriving with me and he was only 6 months old), as it can cause the dog to be more fearful. But aside from that, and even when dealing with the consequences of that, Dr. Chris and the staff at Village Vet Highbury they’ve been great.

"Question everything the bill you for !"

Generally overpriced, will write horrible notes about clients and their animals on your files.
Was quoted £400 bill over the phone as an absolute maximum for a claw problem with my pup. After getting an appointment the price went up to £600, using lots of medical jargon to try to confuse me.
Luckily having work on reception at this vets a few years ago I was able to ask the right questions, it turns out that the £600 was about to be reduced to £120 for the days care of phone and surgery consultation and (£45) for a bandage !
The vet gave me instructions for at home care, which was very simple just washing the wound and clipping the nail back every few days. FYI both types of bandage needed could be bought at pets at home for a fraction of the price I was charge for a days worth of cotton. Adding to this, when I first went to change and clean the wound I notice that my pup had developed a large circular cut right under the claw which she didn't have going into the vets. I later realised that the initial bandage had been placed on FAR TO TIGHTLY and the nail had not been clipped back meaning they made her claw puncture her paw and made the healing process that must longer.
This is only my latest experience, many more horrible stories but this is the most recent

EDIT after posting the above review, village vet flagged up my post saying "Village vet has reported your review because they don't believe you've had a genuine buying or service experience. Reported reviews are temporarily moved offline" .... but they are still sending me texts and vaccination dates for me to book ???? When I asked my new vet to call them for my animals medical records they said I am not a client there !!!
Wish i could give less stars

"First Class Amazing Bunch ... thank you"

The team at St Albans on Sunday 2nd August were simply outstanding. I have never met a more professional and dedicated team. With a dog that had to be euthanised and the owners in grief, to hamster wars, and me turning up with a stray cat that was struggling to drink, eat and hang on to life and had lost its owners due to recently moving into the area, we were welcomed, kept informed and the cat loved like one of their own.

There was no chip on the cat, but there were identifiable markings and an old collar that had the previous address for the cat outside the area as the owners had moved. A few calls later and mum and dad found and alls well, plus hydration and lovesies.

You are an amazing bunch, you get things done when its needed, you didn't charge me, and I am internally grateful for your compassion and professionalism. You actually moved me to tears ...

First class amazing bunch ! thank you

Jonathan

"Very poor service"

Very poor service, our cat is still injured after 2 visits. The vet was really rude & unhelpful. It's a real shame & disappointing that they care only about getting a fee & not about the animals. Would recommend steering well clear of this vet & going to the vet in Highgate Vet instead (on the High Street).

"Poor"

Have to say I use the Winchmore hill , I have for many years and have been really happy . Last week however was a disappointment to say the least. My dog was taken I’ll do my wife called to make an emergency appointment. She was told by the receptionist that my dog could not be seen, and was then told she would get a call from vet tomorrow. My wife expressed a strong opinion that it’s an emergency but to no response, all she was told come in and collect some medication , I’m no expert but a receptionist who is not a vet could say this. My wife called me and explained all this , I called the vet and spoke to the same receptionist and said you need my dog today , I was told the same as my wife, I said I’m not happy with this and my dog has a history of fits and worried. She says and I quote WELL HE IS NOT GOING TO DIE , I asked to be put through to the vet, he explained he was busy and said he would call me back in an hour which he did ,was told by him to come in straight away , so went in and my dog was well looked after by him and give medications and injection. So he was on the mend. Great service by the vet but the rest is not good , I have passed on my view to trade in standards to deal with!!!

"Total lack of transparent pricing, and overpriced"

Massively overinflated prices - charge double for a routine procedure than a nearby competitor yet told me I’d “struggle to find it cheaper in London” than them. Were not transparent about price in advance, and when asked to provide a breakdown in cost provided a “compounded” cost, aka not a breakdown... do your research before registering with these guys

I also see others were charged £45 for a 10 min phone consultation - we were too. We weren’t told in advance what the cost of this would be, or that there would be a charge

"Brilliant vets in North London"

Brilliant vets in North London - really friendly and very helpful. Always able to answer questions and help look after our animals.