My dog had a TPLO at Scarsdale derby Pride Park practice,our experience with them was negative…read morestart to finish. The miscommunication with the staff is what let's them down, a lot of them are not competent at their jobs. Reception staff are a classic example. Most have an attitude problem & no manners.When it came to paying for the TPLO, The bill was wrong, phone calls had to be made to Dawn to sort this out,while I'm at reception with a huge queue behind me, they expect you to hand over your card, pay and go! I was made to feel like I'm doing something wrong by querying my bill. Not really, when paying over £4,000 NO INSURANCE, I have every right to know exactly what I'm paying for. It's called clarifying your bill so you can then pay in full, without any fear you've overpaid.They seemed upset I had found the overcharge. No sorry, no nothing, just scowling faces. Another time We checked in to reception, or so we thought & we are waiting and waiting & finally get a phonecall asking where are we? They hadn't checked us in. So we were then classed as being late for the appointment & absent. again eye rolling & whispering about us.Next my dog returned for stitch removal, I handed her over in good faith that the staff would remove the stitches, got home & 2 days later I find a large metal staple still left very visible in my dogs stomach. (She had a wart removed) alongside the TPLO.This was before Xmas and to drive another 50 mile round trip back to Pride to get it removed, was out of the question! Their error, their fault!I then had to ring around multiple vets near my home to get the staple removed, which before Xmas was very difficult. They needed all of her history sending over etc before they would take the staple out. It took me all of Saturday to sort this out. I insisted Scarsdale pay for this. Why should I pay the penalty for THEIR mistake. What kind of incompetency is this to send a dog home with a staple still in its stomach. Bizarre. They were really 'funny' with me after this incident and when we visited again my mum overheard staff members talking about us. Not very professional is it......I had a 1st physio session booked in for my dog so I asked at reception how do I get into the physio, do I go outside to the main doors a good walk away, or can I go through the pet shop area to them.
The receptionist (super rude with a huge blonde bun on top of her head) told me I had to go outside and walk round to the doors to get in. I carried my dog out, into the cold, round to those doors. They are not in use. She knew this when she spitefully sent me out that way. How can a receptionist not know that the outside doors are not in use? She works at Pride, not me! I returned back to say I cannot enter that way, then she said, oh yeah, go through the pet shop area..I asked why had she sent me out that way then? She said she didn't know you could go through the pet shop area! Seriously? She's dealing with physio patients on a daily basis,she had sent me on a pointless mission outside with my dog. She then proceeded to bad mouth me to another staff member as my mum overheard them talking about us. I had booked my dog in for 10 sessions of physio, so they gave a discount of £200 off of that as a goodwill gesture for the metal staple they left in her belly. Fair enough. My dog went back to pride for a 6 week post op Xray and check. There was another 'miscommunication' again with a nurse, Adriana who had said information to me that was not correct..this then resulted in another chat the following day with a very hostile Alice, who said I seem upset every time I visit. Well I'd say it's normal to be upset at a metal staple being left in my dogs belly, also being badmouthed by reception staff, the incident with blonde bun deliberately sending me out into the cold with my dog the wrong way to physio, then the incident with Adriana.I have lost all faith in this practice. It feels uncomfortable & awkward to go there now.Some of the staff there are quite simply incompetent & some reception staff are not very good at their job, sadly Pride will never accept that. It seems it's the customers fault, never theirs.THEY WONT ADMIT THEIR FAILINGS NOR DO THEY APOLOGISE!
