Review Time
I had a very poor experience at the Ellesmere Port Clinic.Poor communication and follow up from the vet. Misdiagnosed my dogs condition. The vet was very rude to me when I found another vet for a second opinion. And now they are taking forever to process the insurance claim even though they charge for this service. It has been over two weeks since I submitted the form in person and it still has not been sent to my insurance company. The vets who gave me the second opinion (PDSA) text me the next day after I dropped it off to say that they had sent the form and it is now being processed for payment.I am not sure if they are incompetent or have just grown too big to actually give a damn about customer service but they really needs a big shake up as people and their animals deserve better.
Took our 14 year old Shih Tzu to the Bolton branch as he had started with a skin irritation, was very briefly looked over and given shampoo and antibiotics. This started to improve slowly, however he then started to pass blood in his urine. Collected a sample tube and told I could just drop it off at reception the next day. I was on my lunch hour from work so quickly ran in and asked the receptionist if i could just leave it with her (pets and owners name on the tube). She was extremely rude and told me to remove it from in front of her and wait until she had checked that I had paid and that I just couldn't leave it there. I was so embarrassed, she spoke to me like a child. Don't know her name but its the one with the permanent face of makeup. Thankfully there are a couple of nice receptionists and one of those helped swiftly, realising the other receptionist was rude and I wasn't happy. Urine checked, nothing to worry about. Dog still having issues so admitted for a day, charged £365 for scans, paid on the day. Was told dog had bladder stone and that op was £705, this was booked for a weeks time, was put off by them due to dog still being sick. My dog was finally operated on, he also had infected anal glands and a large growing mass on his neck but they pumped him with antibiotics telling me it would clear the infection and that he would deal with the mass later. He was now suffering constipation, back to the vets 5 weeks of antibiotics for various things now, dog being sick, large sore on my dogs bottom. Enrique then checked my dogs anal glands and i have never heard a squeal like it, Such pain I was horrified, my poor dog collapsed in my arms. He then gave him more antibiotics and was told he had made a marvellous recovery from the bladder stone op. My beloved pet then deteriorated in 72 hours and was dying in front of my eyes. We knew the end was near so I booked him in with the vet and straight away the vet said he had anal gland cancer. WHAT!!! no mention of this in the 7 weeks and the multiple visits I had with him. I was told he had no masses or tumours when they scanned him, yet she took one look at his bottom when he was dying and said it straight away. She had also cared for my dog during the weeks so I am horrified and furious why they didn't mention anything. We ended up putting our dog to sleep as he would have died within hours anyway. We were left heartbroken. If I had been told he had anal gland cancer and not long to live, I would have prevented my boy from suffering like this. Furious is an understatement to be honest. I also left my dogs blanket and was told they would keep it with him and give it to me when I collected his ashes. No blanket and despite the receptionist looking for it, nobody had a clue where it was. I would never never ever take another pet here. Disgraceful on every count!!!!
To be avoided. My dog used to go to the Bolton branch until about a year ago when they removed 11 of my dog's teeth without discussing it with me, against my instructions. They admitted her at 8.30 am for a routine scale and polish and didn't do the procedure until 6.30 pm. She was locked in a cage all day. I was initially told her teeth didn't look too bad and she might need one extraction. I asked them to avoid taking teeth out. On collection she'd had 11 removed. Staff were consistently rude to me throughout the surgery day whenever I made contact with them, and the admissions process is disorganised. They also ask for payment prior to any procedures taking place, which is dodgy. I'd recommend googling the surgery before you book your pet in here as there are a number of negative and distressing stories online, and on review sites. The whole experience was extremely distressing and I am still very upset. I wouldn't want anyone to have to go through the same experience. I think the relevant authority should really shut this place down.
When you see your vet fine but the reception staff leave a lot to be desired downright rude in fact the epitome of a doctor's receptionist the original staff I believe now work in the back brilliant the ones on reception will bring the place to its knees
We took our beautiful girl to the Bolton surgery earlier in 2020 as she had a growth, a vet told my husband that she needed an operation to remove the lump and to be spayed etc, bear in mind she was 11 which was old for her breed. He said she would be great after the surgery, I doubted this but we prepared for it. On the morning my husband and I took her and another vet said there was a very high chance she would die on the table she was a lovely vet who knew her breed well and told us she had aggressive cancer going from how fast her tumour had grown and to enjoy what time we had left. Fast forward to several months later and we knew the time was right I booked an end of life consultation, the customer service man was very sensitive and booked her an appointment. My husband had to go alone due to lockdown and childcare, the vet said to my husband so you've had enough of her then? Absolutely disgusting!! my husband was heartbroken and alone saying goodbye to our dog of over 11 years. After putting her to sleep he left the room throwing a box of tissues on the bin as he left. Then after putting your family member to sleep you have to que to pay, which in itself is horrible. The compassion has gone from this place, I have used this vets for many years and recommended them to many family and friends well not anymore.. I'm only glad I didn't trust them with her after death and used legacy pets who were just amazing and I couldn't recommend them enough.I honestly would say if you can go elsewhere do, you honestly won't save much staying here. My father in law went recently and they wanted to keep his dog in for 2 days at the cost of £600 they didn't even give him the option of a 24hr stay, luckily he said no and just agreed to the blood test which gave them the answers that still cost him over £200 in total with some antibiotics.
Had to put 1 star as can’t write anything without it. They deserve 0. As others have said you get what you pay for. We had to go here as an emergency as we couldn’t get in a local vet. But out beloved cat deteriorated so quickly we had no choice. He was diagnosed with a stomach tumour and due to his age he wouldn’t survive the operation. So we brought him home for a final few days and took him back to end his life and put him out of his misery. Knew that experience was going to be awful but nowhere near as bad as it was! The so called vet had no compassion or respect at all. I didn’t even know when he was putting the medicine in and he just flopped on the table! He then started to wrap him up like a piece of meat! I had to say enough! So glad I wasn’t leaving him there. Don’t know how he became a vet practicing like that! Absolutely traumatised and ruined the whole experience. My cat deserved better. I am angry with myself! Please find alternative vets. These people have no care and compassion!
Hi, i cant seem to find an email for a complaint so if you could pass it on to the bolton surgery please..I took my 8mth old kitten into be spayed on Wednesday the 23rd December, the vet noticed a heart murmer and asked if he could scan her, to which i agreed, he contacted me back to say all looks ok and that he isnt worried now just she may need medication in the future.. Anyway on bringing her home she deteriorated, i rung on xmas day to which i noticed she was rapid breathing i told them over the phone she had not eaten, drank, emptied her bladder, and that she was now rapid breathing... Anyway the girl on the phone says let me speak to my manager... Her manager says try feeding her boiled rice or chicken.... Or you can bring her in... I said well id like to bring her in because im not happy with her breathing...im no vet but even i know thats not ok... So i take her in and the vet says she is in respiratory failure.. And she might not make it... Anyway.. Shocked i agreed to let her stay.. She called me later on that day to say she was on antibiotics, and oxygen shes doing ok now you can relax... The next morning i get a call from a different vet saying there is nothing she can do she is heart failure, her lungs where filling up with water,,, the thickening around her heart was too much... But hold on.. The vet who scanned her said he wasnt to worried about her heart. She was fine for now.. Do animals not get monitored after surgery? And why was i told to feed my cat boiled rice and chicken when she is in respiratory distress? Surely they would know Straight away over the phone that rapid breathing is not good... Clearly not.. Anyway a vet took me through to see my cat.. The smell was unbearable i dont kmow how they can work under them conditions, it was horrendous.. Yes i get animals are there and that but i have been to many vets with my dog and they didnt have that smell.. That horrible fishy, death like smell,,, so when in I ask the vet (only a young girl) why no one picked up on her heart while monitoring after her op.. (considering this is what should be done in all circumstances) so she says let me go find out.. Then an older women came in... Could hardly understand what the hell she was on about as she too was not english,, she didnt make sense.. So i asked fotlr a 3rd vet to please speak to me and tell me there is nothing you can do just so i know its the truth... No one would speak to me.. Obviously becasue my cat meant nothing to them.. Just another patient, so my poor cat lay there in the oxygen tank which may i add was filthy all on the outside, had to be put to sleep,, papers where waved in my face to sign, as if it had to be rushed, they wouldn't let my husband in so i had to sit thetr alone sobbing with my poor cat lifeless in my arms.. Yes i understand the covid situation but she was his cat too.. we didnt know what to do after she was put to sleep, wether to take her home, have her crimated etc.. Anyway the next day we decided to bring her home, we phoned the surgery they said she is frozen now can you get her tomorrow at 11am.. Which we did,, she was still frozen when we picked her up wrapped in a bag.. And a smelly dog blanket.. Why did they ask us to drop off a blanket? It would of been no trouble,, anyway they just plonked her in our arms and that was that... Im extremely unhappy with how we have been treated... How my pet was treated, which i understand was nothing to them,, i have other cats and i just cant have them at this surgery anymore,,i feel sick when i think of the animal trust and i beg people to please take your pets out of here, you really should be closed down and i have to report what has happened at the bolton surgery, I asked for a report of all my cats history during and after her spay i wanted it all sent and they was very hesitant! Doesn't suprise me though
Since A.T. took over The Vet, Ashton under Lyne I have had repeated problems. Repeat medication for common conditions, eg heart murmur is often out of stock. I have phoned repeatedly to collect the amount they owe me & get fobbed off with, "The Vet will call you" Been waiting 3 days for something that has been paid for already. They are also the ONLY vet's that charge a £6.50 handling fee to submit insurance claims. For vets without profits, this is very much profit. I will be changing vets ASAP
On the website it says you can make an appointment for a hamster, which i did. After waiting a week for an appointment, when i was seen by the vet, she said she doesnt specialise in hamsters and she thought my hamster had wobbly bottom teeth and prescribed cat pain relief for her. I mentioned she had dry skin round her mouth and she said thats an unusual place for hamsters to get dry skin, maybe its from her overfilling her pouches. I took her advice onboard and only fed her watered down food myself, and didnt leave any extra food in the cage. That was on the 2nd december, by the 7th my poor hamster had taken a massive turn for the worse and had an awful smell coming from the side of her mouth that was weeping fluid. I took her back to the vets as an emergency appointment to be greeted by yet another vet, who doesnt specialise in hamsters. What a joke. I was then given all information whilst sitting in the waiting room, barely able to hear due to dogs barking and people talking etc. I made the heart breaking decision to have her put to sleep as she wasnt going to get better, i wasnt offered to go in the room whilst she was put to sleep but was left alone to cry in the waiting room in front of everyone. This is a shocking service, and i feel well and truly let down because if i hadnt of wasted time coming for 2 appointments at the animal trust maybe it could have been a different story. I hope they actually clarify on their website that they do NOT see hamsters as they are not trained to do so.
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