We emailed and requested a price to have my puppy castrated, the response was £175 which included pre op, operation, medication and 2 post ops, with the only additional charge being a buster collar or suit.For the pre op we were told we had to pay £42 as he hadn’t been seen by a vet within the last 12 months. This was an additional cost not told to us in the original email.When we collected him we were charged £279, this included £20 for the suit (which we were aware of), £60 bloods, £15 fluids and £8 for food. Apart from the suit, the other prices were never explained to us, we agreed to have bloods and fluids done yes but we weren’t told this was an additional price. Should we have known, we wouldn’t have chosen these. We have our own food, why would we want this unless absolutely required?Taking the total price for the castration to £321, £146 more than originally quoted.I emailed again to query why the additional charges were not explained, in response it was highlighted that prices are not intentionally hidden and instead if we had’ve asked, we would’ve been told the price for the service. It shouldn’t be the customer who constantly has to ask for a price update? Whilst emailing querying the price, it was also explained that the nurse who asked us if we would like the bloods had said that we were made aware of the prices, this is categorically not true. Myself and my partner were in the room and the only conversation about price was regarding the suit, which we knew about. Appalling customer service!All in all, this has been a very disappointing experience given we had emailed to request a quote in advance of going ahead with the procedure. We were offered £20 credit on the account, however we are likely going to look at a different surgery once he has been discharged.We have been informed that the consent forms have been updated to make customers aware of additional prices associated to services so this doesn’t happen again. It’s just a shame it wasn’t in place for us!Although the service received was good, please ask for the price should a service be offered.
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