Vets Now (Derby)

My experience with Vets Now Derby was made significantly harder by issues around cremation pricing and communication. This is not our regular vet and we were directed to this place as it was Saturday evening and my cat’s health has declined so rapidly that we couldn’t wait. In the room where we could say goodbye to our cat was a cremation leaflet on a display with a price list (cremation fees in the £80–£100 range). We weren’t sure if prices were correct so my partner even double checked with the receptionist at the time, and they confirmed those prices were correct and included casket and cremation. As stated above, the consultation room had one single type of leaflet with options on it (one cremation company) and caskets from this company on a display. We paid £250 before leaving assuming this is for the euthanasia and it will be refunded by my insurance. We were never told about additional fees as such. I definitely wasn’t in a state of mind to question it as receptionist clearly confirmed that our selected cremation will be £80. I would like to stress that I only got a copy from a card machine, not an invoice or any type of receipt that would explain the payment. Vets Now Derby only sent me a full invoice once they needed additional £30 pounds for administration fee (this was approximately two weeks post cremation). When we collected our cat’s ashes, I have questioned these charges. This was the very first time when we were told that £80 was a price for members of this clinic and the actual cost for non-members was £250. The same receptionist confirming £80 on the night of arrival suddenly denied that she has ever said that. At such an emotional moment, this felt misleading and added unnecessary stress. She showed us a leaflet with the actual prices (completely different looking and never displayed in the consultation room)! She even said, that there is a cheaper option of cremation so why we didn’t pick this when shown. It’s never been shown to us! Given the circumstances, waiving the £30 admin fee would have been a small but meaningful gesture, but unfortunately that didn’t happen. A little more empathy and transparency would have gone a long way. We were only given a card with email and details of the clinic saying if we want to dispute, we should email someone more senior! I do appreciate the staff who were present during the euthanasia itself; they handled the procedure respectfully. However, the lack of clarity around pricing and the way the information was presented left us feeling taken advantage of at a very vulnerable time. I hope the practice reviews how these costs are communicated so other grieving pet owners don’t face the same experience.

Thank you for being there on out time of need on Christmas day Your was very respectful and patient with us Rest in peace tigger Thank you again

The 25th of December the vets now and I spoke to this bloke. He told me to bring the puppy in. He also said the pup could probably got Pavo. What does he know? He is only a receptionist or he probably wanted to be the vet for the night. I arrived there. I rang the bell and he told me to wait. He told me to wait outside with my puppy disgusting he definitely didn’t care about animals. I was waiting there for at least 20 minutes maybe 25 and then decided to drive off because they don’t care. I now don’t trust Vets now definitely not they were going to charge me £162 to see the puppy £78 for the test and then whatever else happened after that he talked about keeping the puppy in. He doesn’t know nothing this guy in future, I’ll take him to another vet vet that knows what he’s talking about. I’ll definitely not use these Vets now again take note of this. It’s all of our money. I rang him cause I decided to drive off cause I was cold and fed up waiting so they really didn’t care about my puppy because they would’ve come out straight away. I rang him and said I’d left but I didn’t like his attitude on the phone. It’s stunk. I’d like a manager to reply to this message if possible and to speak to the person that was on on the 25th of December you have now lost me for a customer. I’ll still use the Pdsa but I definitely won’t use you again. You coned me last time. you’re not becoming me again, love cause I never use you again in my life. I’ve got more than one puppy disgusting service disgusting attitude from the man that answered the phone.

I couldn’t have been any happier with the results of how you helped my boy, you were absolutely astounding! We’re ever so thankful! I highly recommend this vets, they are trust worthy, caring and ever so supportive. they really are amazing! thankyou so much!

We had to wait a bit, because vet was performing emergency procedure on someone else's little friend, but it's understandable. All staff was attentive, calm and friendly. Vet was kind, knowledgeable and our scaredy cat was comfortable around her. Clinic is tidy. Location easy to find

I’ll be honest the service was lovely and I’m glad I was seen to quickly however, my rabbit (Shark) took a turn for the worse at 9pm on Monday night, we were seen by 10pm the same night to which the vets said her glucose and body temperature were low but she was eating - so she was okay. We were sent home after being charged £350 (understandable for an emergency visit) Shark, however, was not okay and passed away in my arms at 10am the next morning. I know rabbits are hard to treat but I do feel let down. I feel as though if I were listened to and my concerns taken seriously, she might still be here :( I am absolutely devastated.

Came here twice. Paid the emergency fee twice. Sent away twice. Now here a third time and waiting despite our dog having pyomyositis. Pushing for a hospital referral. DO NOT BRING YOUR PETS HERE my Pomeranian is suffering

Lewis had a problem with his eye and I needed him seeing urgently as I was very concerned. He was seen fairly quickly by the vet who was very good with him and sorted the problem and gave us some treatment. His eye is already looking much better after only two days of the treatment. Thank you Dawn Gill.

You killed my cat in 2023, he had concrete bladder which was going up to his heart and he died in your care and despite you doing NOTHING for him you tried to charge us £100 for his ashes which we couldn't afford because we're a Low Income family. You shouldn't have charged us and then without our consent sprinkle them in Cambridge Pet Cemetery because we wouldn't buy them. This is genuinely horrible service and nobody with a pet who has life threatening illness should take their pet here.