Misinformation is constantly given, random payments (whereby the amounts differ everytime) are…read moredemanded upfront before they will even book you in for an appointment, they call it a deposit yet they are taking the full amount for some things... That's not a deposit... Extra charges appear out of nowhere whenever treatment has been completed, they manage insurance claims in their own bizarre way (they will only take the full payment upfront and whether you decide to process the insurance claim yourself or whether you request the branch to do this for you via the Pawtal, you STILL have to pay £16 admin fee!? When you ask for clarity as to why this is the case, they tell you you either pay the £16 or you won't get what you need for the insurance claim!) They have a total lack of professionalism generally and minimum customer care is shown from a few of their staff, one in particular is based on reception, whom I won't name to offer her some level of dignity (which is less than she deserves after the altercation we had to endure last week!), seems to think it is acceptable to swear at customers, make accusations about their personal financial situation (which are completely inaccurate), hang up on them multiple times, lie about their own behaviour when called out on it, lie about their professional misconduct, then proceed to add falsified notes to client records as some form of revenge (lol) , which is both childish, laughable, bitter, and testament to their true character. Complaints and client feedback is shunned and point blank dismissed, the Practice Manager is misogynistic and passive aggressive (again, I will allow him to maintain some dignity and hold off on sharing the screenshots of the emails he has sent me), and his general demeanor explains exactly why the practice and some of it's staff are so toxic, and why things have gone down hill so much in the past year. This branch is nothing but money motivated these days (they demanded I pay £16 for the Practice Manager's signature on an insurance claims form that they didn't have to do any admin for!? To which I confirmed that I would rather take the hit of the £90 already paid to the Practice than pay them another penny after the way they have treated us as of late). They seem to have adopted a total disregard for what really matters here... the care of the animal. They are incapable of following simple instructions, they seem to make it up as they go along! Incompetence, lack of empathy, self serving, disorganised, out of touch with common decency. Also, there is a question mark over the amount of things they are allowing their nursing staff/junior staff to do
e.g vaccinations, as they seem to leave the room to do these things, which they didn't do before (we have been at this practice for 5 ish years) . Good luck if you are a client here or if you are thinking of becoming a client here! We have now moved practices, as we no longer entrust Vets for Pets Newport with the care of our animals at all!
