Vets Now - Ashford Reviews 159

This was a very expensive consultation that provided no value.

After waiting over an hour to be seen, I felt there was very little interest in investigating the issue I had actually brought my dog in for. Instead, the focus seemed to be on discussing and proposing treatment for unrelated issues, while the reason for my visit had little attention.

£324 later, I left with no answers and feeling like nobody was particularly interested in why I was there in the first place. I understand emergency vets are expensive, but I expected a lot more care, attention and reassurance.

Based on my experience, I would not recommend.

Long wait, waste of time, cash grab

Great and friendly service explaining everything

Oscar and I were quite traumatised when we arrived, but your staff were amazing - all them!
Caring, empathetic I can’t say enough good things. They all seemed genuinely worried about Oscar and this shone through

As there is no practical alternative provider of out of hours emergency care in the area, clients have little choice but to use Vets Now-Ashford.
I attended Vets Now with my Romanian rescue dog who is prescribed Fluoxetine for severe anxiety. What followed was one of the most stressful veterinary experiences I have ever had.
We were charged £325 simply to walk through the door, yet despite explaining on the phone beforehand that my dog is a Romanian rescue, nobody mentioned that we would require evidence of a previous negative Brucellosis test. Had we been told, we would have come prepared.
Instead, I was asked for documentation that they knew I had not been told to bring. We were then removed from the waiting room and had to wait in the car to prevent my dog crawling under the cars to hide. This might sound like a minor inconvenience until you are carrying a large, distressed, anxious dog in and out of a building and a hot car while she desperately tries to stay somewhere she feels safe. She is a rescue who has already overcome more than any dog should ever have to. Every vet visit is carefully managed to minimise stress, yet this experience turned an already difficult situation into an ordeal.
My dog had a swollen paw and I was told repeatedly that they would have liked to clip the fur to check for stings and snake bites but then had to virtually beg them to do this so we could be sure that was not what was going on with her extremely swollen and sore paw. Eventually this was done in the isolation suite and her foot was actually examined properly.
I understand that protocol exists for a reason and people must be kept safe. What I do not understand is why the requirement was not raised during my initial phone call, before a frightened rescue dog who was upset and in pain was dragged through an avoidable and highly stressful process.
The consultation fee and medication fees were both eye-watering but what upset me most was seeing my dog put through unnecessary distress when better communication beforehand could have prevented much of it.
I left feeling that neither my dog or I were treated with the compassion and understanding that vulnerable rescue dogs deserve.
I sincerely hope we never have to use this service again.

All the staff were friendly, calm and patient and extremely helpful.
I'm so grateful that we have this out of hours service available, as it's always just after our surgery closes for the day (or weekend), that the accidents happen.
We're lucky, we have good insurance, which will help to cover the cost of the initial consultation too.

They courteous of the staff when we walked in which
made us feel very welcome.
The Vet and the Triage Nurse who we saw on Sunday
were excellent. The Vet explained what was wrong
with out cats eye and treated accordingly.

Our cat was unable to breath properly ,the emergency vets and day ones were absolutely amazing, professional with constant updates with our lovely cats progress and treatment.they didn't discharge her till they made a diagnosis and explained everything

Started with very quick and efficient information taking in the initial phone call, then calm, friendly and professional treatment after we’d arrived. Clear explanations of what was happening and the treatment provided. The bill came to nearly £500 but it takes money to have a service like that available 24hours and that’s why we have insurance…

Great service from the team and really looked after the "patient". Emergency cover was better than expected and very professional. Thank you!

Nice people who came and spoke to us and told us about their own pets and made us feel that our pet was in a knowledgeable and safe place with genuine animal lovers.

I was seen almost as soon as I arrived and the vet took details and carried out an investigation. Treatment followed (for ingestion of toxic raisins) and my puppy seems well so hopefully it was started in time.

The vet and receptionist were friendly and efficient.

The only downside was that, as an emergency appointment, the cost was very high and would have been a serious problem if I had not been insured.

Received urgent treatment for the family dog, the vet was knowledgeable, provided very helpful tests and treatment and communicated information very clearly. As ever with Vets Now the only complaint is the extortionate out of hours consultation fee.

Lovely staff who kept me fully updated about my cat.

Wonderful vets, really reassuring, and thankfully our dog could be seen straight away.

Efficient, understanding and so helpful right from the start of our unexpected appointment. The receptionist was absolutely wonderful as were all the staff.
The vet explained everything clearly giving us confidence in what the procedures were.
Would not hesitate to go to them again if the need arises.

Very prompt and caring consultation with Joe. He was very good and caring with my little, elderly Norwich terrier and took time to discuss options and chose the less stressful line of action at this initial stage due to Freddy's hearing loss and slight dementia.

The people on the phone.helpline
.Scott(scottish) and a lady called lauren..were so helpfull and put my mind at ease..as i was paniking about my dog..they were calm and very helpful ! Vets checked Ruby(my dog)She had to have an emergency operation two days later....had to wsit as thry had to give her a load of antibiotic medication before they could operate!! Anyway Ruby had to have 12 teeth out!!shecwas on the brink of sepsiss..do they saved her life..i am eternally gratefull to the whole team😊🐶

Absolutely a waste of time. After paying £321 for a 15 min consultation I had no clue what was wrong with my dog. "It could be this it could be that. What do you want to do? Well I dont know that's why im here! Its disgusting they can charge that saying its out of hours when they are only open out of hours. Its the vets out of hours not theirs. Avoid using