Vets Now Ashford

I’ve thought for a couple of months about whether to post a review of this ‘service’ since our dog sadly passed away – I didn’t want to write something in the heat of the moment, but if anything the time elapsed since has only made me angrier about how they treated us that night when we were at our most desperate to help our poor girl. Every other veterinary professional and service we dealt with in the last few days of our dog’s life was a model of kindness and compassion, making sure we understood the options available to us at a time when we were often too distressed to think straight. Unfortunately this emergency vet – the only out-of-hours option available in our area, and the standard of service they provide suggests they’re well aware of that – was anything but. The veterinary doctors/nurses themselves were helpful and professional, but the means of access and everything you have to deal with to get to them is cruel and exploitative. As this involved numerous people on several different calls/appointments, I don’t think it can have been any individual we might have caught on a ‘bad day’ – it’s clearly how they are directed to operate. As other reviews have mentioned, the costs were never explained clearly and their only priority seemed to be ensuring that we’d come back for follow-up visits, even e.g. suggesting she was brought back in a few hours after the first appointment even though her symptoms were the same ones they’d said didn’t need urgent attention a few hours earlier. Ironically, the only thing this greedy and predatory approach has ensured is that I’d move heaven and earth to avoid crossing their threshold again – whereas every other service we encountered I would happily recommend to anyone in the unhappy situation of needing them. The final insult was: a week or so after our dog passed, we realised we couldn’t find her collar – we were sure it hadn’t gone to the crematorium with her – it transpired that we’d left it at this surgery, and despite it having both our mobile numbers on it (which they didn’t mind using to see if they could sell us any more magic beans), it seems their diary of customers to exploit was too busy to find time to drop either of us a call or text so that we could come and collect it (we got it back only after we called them). If you have any – *any* – other option, avoid these predatory ghouls like the plague (a plague that they’d no doubt diagnose as whatever required the most expensive and complicated treatment, only to change their minds a few hours later – but oh sorry, you’ll have to pay another emergency appointment fee to verify that, etc.). Photos are of our lovely girl in happier times that I wish had never been tainted by this experience.

We have had to use vets now twice, almost a year apart, for our very naughty lurcher. They have been warm, friendly and knowledgeable on both occasions, I can honestly say we have felt very safe in their hands. Becky and Katie this time were fabulous, insightful, sharing everything they needed to, to help us understand what was going on with Bonnie and why particular treatment was necessary. Upfront and honest about cost, insurance processes and empathic with us as owners. Most importantly they were gentle, kind and understanding with Bonnie and did all they could to make her stay as comfortable as possible. Great emergency service.