On Tuesday 13 September I phoned this joke of a place and spoke to someone concerning our beloved puppy, a 5 month old shar pai and explained in detail our dog isn’t himself at all. We explained he’s gone off his food and was only drinking very little water And had very loose stools. The woman I spoke To advised me it would just be a 24 hour bug that’s going round and if he’s still the same to ring back in 24 hours. As first time pet owners we took this lady’s advice as she was confident enough he would be okay the next day… early the following morning hugo started to deteriorate and we Called the ellesemere port branch as Birkenhead wasn’t open at that time. Explained the situation and explained how poorly the dog was and needed to see someone asap…The lady on phone was not helpful what so ever and didn’t seem to be bothered how serious this way. And although I was crying begging and begging for help her response was the only appointment was 10:30 take it or leave it. Unfortunately Hugo didn’t make this appointment. Trying to get threw to this place to explain we didn’t now need the appointment as it was too late but there not the quickest to answer the phone but they where quick enough asking us for money for them to cremate him although we should of never been in that situation in the first place. Me & my partner were obviously not happy with the whole situation so he phoned the practice up and asked to speak to someone higher up so he could discuss the situation and ask why we wasn’t taking seriously. after a few hours a manager called Phill mcguginall called my partner back, he asked about the lady who give us advice over the dog was she a Practice nurse or a qualified vet, his response shocked us as he clearly stated she had no medical experience she was just a receptionist working on the desk. So why is a receptionist allowed to give medical advice & tell us it’s just a bug!!! Her job would of been to book Hugo in to see a vet or get someone with medical experience to ring us back but definitely not to give medical advice on a puppy! My partner started to record all calls between him & the manager Phil and also informed him they was being recorded so we had evidence of the rubbish he was trying to give us. Monday 19/09/22 He received another off Phil who informed me he’s done an investigation within the Birkenhead branch & explained the woman who had spoken to us on the Tuesday had been sacked for gross misconduct (that’s basically admitting liability as if she done nothing wrong there was no reason to sack her) we are still now back and forth with this bullshitter Phil who now seems to be just fobbing us off now and just wasting our time whilst he’s apparently working on it with people higher above in the company. The whole experience with these has been extremely stressful & I advise anyone using any of their practices to make sure your dealing with someone who is medically qualified & trained within there role!! We are now legally taking this further because we are not satisfied what so ever with anything that has happened Stay clear!!!!
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