“I’m giving Roundwood Vet 1 star….
I think the only positive point about this veterinary clinic is Dr Eliza. She is very professional and has a great manner with animals. I am grateful for her being there for us when we really needed a good word.
Unfortunately, the rest of the team make it clear that they think very highly of themselves, and do not take the time to understand the concerns of clients effectively, leaving them unable to provide service well.
A situation like this occurred before the surgery of our dog, where we called Roundwood ahead of the surgery and asked that the medical history be given our insurance company prior to the surgery to promote ease of reimbursement, which was agreed by the Roundwood employee on the phone. Not only did they fail to provide this information ahead of the surgery as discussed, it took 9 calendar days for the information to reach the insurance company. It took longer for the itemised invoice to make it. When the dissatisfaction was reported to them, the were defensive in saying that their policy allows for 10 working days to process insurance queries, disregarding the pre-surgery conversation. We pointed out our disappointment with their work: “I am extremely disappointed that the surgery occurred on 15 June, the details of the expenses were available same day, but the information took 9 calendar days to reach our insurance company. This is in spite of our connecting your clinic with them prior to the surgery, and highlighting that we would need swift action on this much earlier.” They apologised and said that the feedback would be communicated to the manager in charge, ending the discussion.
One week later, the manager, Nicola Roberts, reopened this case by writing a defensive email calling our communication inappropriate, sharing unrelated personal information, and questioning whether there was any point in involving the insurance company at all, as by her assessment of the case, it would not be covered by insurance (it was covered). At an in-person related to the matter later that week, Nicola attempted to learn more about our side of the story, but instead of listening, she repeatedly cut off any attempt for an explanation, and out of frustration, the discussion turned to a heated argument, resulting in my walking out while she continued to yell. I will concede that my communication was aggressive, as I lose my temper when I am stopped from expressing myself, especially when asked. My partner and I discussed changing vets, but given our other dog’s cancer had recurred, we thought to stay.
After nearly six weeks later, another email comes from Jo Nuttell, reopening this case once again. The email was patronising, saying that they would normally ask us to find alternative care, but that given our stressful situation, they would allow us to continue to use their services. This was too much, and we had to leave.
I’m sure you will love Roundwood Vets if you have Dr Eliza, and don’t have a dog that needs repeated care for a condition like cancer. Unfortunately, the rest of the staff are not of the same standard. In fact, Jo Nuttell, handled our dog inappropriately on one of his visits for a blood test ahead of chemo, dragging him into the back by the collar, ignoring sound of pain. Despite pointing this unacceptable behaviour out twice, she continued it.
On top of all of this, the location does not feel safe at night, and it is hard to find parking.”
