Minus stars if I could. I just had a terrible awful experience with this vet after taking my dog into them for an operation to remove some loose teeth. I made an appointment over the phone 2 days earlier and was told I could take him in at 8.30am and his operation will be done straight away and with great urgency. I told the receptionist that I would have to take the day off work unpaid but would take the appointment. I got to the vets and had to wait sometime in a filthy waiting room which obviously hadn’t been cleaned for some time and had dirt on the floor and walls. Even their consulting rooms were filthy. I was then seen by a vet with very limited English skills and was told in broken English that my dog will not be seen til maybe 1pm as they are short staffed and my dog would have to be placed in a cage until then. I told him that the receptionist had previously assured me that my dog would be seen at 8.30. He said there is nothing I can do but I can speak to the head receptionist Rachael to see if she could help. I approached Rachel and tried to explain what had happened and she immediately went on the defence. She said if I wanted to complain then I had to put it in writing and to go online, even though she refused to give me the information I required. I said I wanted to complain about the receptionist who booked my appointment as she gave me the wrong info and I lost money from taking time off work as a result. Rachael told me that she cannot give me names of the staff who work there. I said to her that she seemed very rude and unhelpful, that’s when a lady vet who was stood around overheard our conversation started talking over me and said Rachael is not rude and i have to put a complaint in writing and she was so inhospitable with me. I said I would take my dog to another vets and would like to cancel my petplan instalments. I was then told that I cannot cancel the petplan as it was for a 12 months fixed period. I feel that this vets is a truly awful disorganised practice with no empathy or good customer communication skills.Obviously it’s just after making money. And when u have a concern or a complaint they just disregard you and fob u off. I’ve tried to contact the CVS GROUP who owns them, but you can only leave a message on their answer machine.My advice to customers who use this vet is to be very very careful as I don’t want anyone to be treated as I have done. And to anyone who is thinking of joining them then PLEASE take your loving pet to a more professional and caring practice. Oh and after I tried to complain they emailed me to say they was terminating my account with them as I have been rude, aggressive and racist. All made up of course. Be careful when using this practise. Terrible terrible place.
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Regan Veterinary Group is a well established, dedicated small animal veterinary practice based across Bolton, Manchester and Wigan.
