We used Hill Park vets for over 30 years firstly at Harold Hill then at Elm Park. We never had any issues as thankfully all of our pets were relatively healthy. Then sadly our 3 year old Cockapoo become very Ill. It's a very long story but he was misdiagnosed and after a lot of different medication which wasn't working, we took the advise of our insurance company vet and had him castrated. This did work and the health issues he was having cleared up. A year later he become unwell again and again lots of medication which didn't work. Hill park seemed very tunnel visioned assuming is was a reoccurance of his previous condition . Eventually he became so sick was transfered to a amimal hospital, who correctly diagnosed his condition. Sadly at this stage it was too late for a recovery and he had to be put to sleep.
I really regret not getting a second opinion from a different vet practise but I what made all this so much worse was our treatment afterwards. Our dog died on the 1/12/2021, it took many phone calls and emails to finally get Hill park to complete my insurance forms in Feb 2021. We were treated as if we were a nuisance and was spoken to with rudeness and impatience. We were devasted after losing our dog but the reality was it was also causing us financial hardship because of the lack of speed getting the insurance money espcially during covid and over the Christmas holiday. Eventually when the forms were completed, one was incorrectly filled out, Hill Park claimed to have treated our dog for aneroxia which wasn't true. The animal hospital he went to, had to treat him with a feed tube at that stage because he was so gravely ill. The person who filled out the form at Hillview admitted that because the vet was on holiday she had just copied the other animal hospitals form. This meant that I didn't get paid out £1200 of the insurance costs.
Despite many more phone calls, emails, letters of complaint I have just been ghosted and ignored. They have tried to justify there misdiagnoses by trying to tie up his two conditions which were completely unrelated. They have shown no compassion, no respect and have been completely unprofessional when it comes to customer care.
The Irony of this situation Is that you can't walk out of the door at Hill Park without paying your bill but they can hold on to your insurance claim for months.
I now use another vets and the difference in the care we receive is striking and it costs the same and insurance claims are settled in a matter of days. read more
