I rarely provide reviews… either positive or negative. However I’m making exception on this occasion, as the way how Blackwater Vets handled the situation was so appalling, that I believe it is my duty to warn others - including those who so far are happy with their service, as I was... until I wasn’t!I have seen negative feedback about them before and even commented on the previous posts on Facebook to defend them. Everytime I visited, they were very polite and bubbly/chatty… My cat Frank received good service so far and I had no reason to complain.Everything changed when Frank became really ill last week. We visited the vet and Frank eventually spent there 2 full days with the tests, IVF etc. The plan was to give him some meds and observe him and if there is no improvement we should discuss the referral to specialist, as there is nothing else they will be able to do at their practice.I decided to work from home and stayed with Frank to monitor him. He seemed better for a while, but then again symptoms came back. Having done some research I decided to get the second opinion from another highly recommended vet and since they also have 24 hour service, I moved Frank to the new vet. I spoke with Blackwater receptionist on Thursday at 13.30 and ask to transfer Frank’s results to the new practice, as we have a visit at 18.15 that day. The conversation was pleasant and she confirmed she will send it asap and wished all the best to Frank.Just before I was about to leave, I had phone call from new vet, that they haven’t received anything yet. My husband called Blackwater quickly to resolve the issue. The receptionist the minute she heard who’s calling changed her tone. From the bubbly, nice approach, which we experienced previously she became almost robotic: “computer says no” My husband insisted that it’s crucial to provide Frank history or at least latest results for which we paid for, in order to save time. Frank at this point looked really poorly and we just didn’t want to waste any more time. She transferred the call to the manager - Eddie, who without even asking what’s the issue, immediately said that he won’t tolerate abusive behaviour towards his staff. Nothing like that happened. There is a difference between being firm but fair and being abusive. We didn’t ask for charity, all we asked is to test results to be send to new a vet to avoid wasting more time and potentially risk Frank’s health and even life. They refused! They said casually they will do it next day… We said that Frank is in very bad condition, but they couldn’t care less. The new vet run some tests and within 2 hours we knew Frank cannot be saved… Diagnosis made by Blackwater was wrong, but to be honest it’s not that that upsets me - despite the fact Frank spent with them 2 days and only 2 hours with new vet. I believe that while they maybe lacked experience/knowledge it wasn’t deliberate… The main issue here is that when I decided to move Frank elsewhere they showed their true colours and how they really care and love animals. Ego became more important than another living being. Frank could not be saved, but what if someone’s else pet can and they will do the same? When it comes to life threatening situations sometimes even seconds matter…Yes, veterinary practice is a business, but that’s a business which cannot run out from an empathy. Yes, we moved our cat elsewhere, but decent practice would forward the results asap and simply wished him speedy recovery…
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