roundwoodvets Reviews

2.0 Rating 4 Reviews
25 %
of reviewers recommend roundwoodvets

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Anonymous
Anonymous  // 01/01/2019
I have been a client of Roundwood Vets practice for nearly 5 years. Throughout this time, I have always relied on them for my pet's medication needs, never opting to purchase medication online. However, approximately a month ago, I sought their assistance in referring me to a different clinic for a cosmetic operation that my dog required. Although I did have a consultation with Roundwood Vets regarding this matter, I felt that the professional advice provided was inadequate, and no guarantees were offered. Unfortunately, my dog encountered complications following the operation at the other clinic, necessitating the use of antibiotics. As the clinic where the surgery was performed was located outside of London, I was prescribed antibiotics, and the prescription was subsequently sent to Roundwood Vets, my primary veterinary clinic. Upon collecting the antibiotics, I was shocked to discover that I was being charged £100 for them. This seemed exorbitantly high to me, especially considering that I later learned the same antibiotics could be purchased online for a mere £1.40, providing five times the quantity I received. Essentially, I paid £100 for what would have cost me only £0.28 online. Upon questioning the receptionist about the inflated price, I was informed that it was due to my dog's size and the strength of the medication. However, my dog only required 20 tablets of a common antibiotic. Additionally, the receptionist failed to mention that I had the option to purchase the medication online, despite my expressed concern about the price. When I attempted to return the unopened medication for a refund upon discovering the actual cost, the receptionist refused to accept it, citing policy. The medication was still sealed within its packaging, resembling an envelope, with a seal sticker intact. I find it utterly reprehensible that any business could justify such an astronomical price increase, amounting to approximately 35,715%! I am deeply dismayed by this experience and cannot fathom the reasoning behind such unjustifiable pricing practices. As a result of this ordeal, I cannot in good conscience recommend Roundwood Vets to anyone. It is evident to me that their primary concern is profit, rather than the well-being of their clients' beloved pets. I have lost all trust in their services and will no longer be utilizing them for my pet's care. My dog's health and safety are paramount, and I refuse to entrust them to a practice that prioritizes financial gain over ethical conduct.
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Posted 1 month ago
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.
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Posted 1 year ago
CAN NOT BE TRUSTED! This Veterinary Practice cannot be trusted with your beloved pet. I would have left a minus 10 if I was able to, but the system would not allow me to leave a review unless I gave at least a score of 1. This is an honest review of my experience with Roundwood Vet. My beautiful cat who meant the world to me and my family became seriously ill immediately after visiting this practice after what was supposed to have been a routine visit for his yearly booster, instead they talked me into having his teeth cleaned, and a month later he was dead, he didn’t even get the opportunity to have his booster in the end! I find it strange that when I took him in for his booster we were all in agreement at the time that he was perfectly fine. So much so that they asked me if they could take a photo of him in order to upload it on to their Facebook page. Therefore I am assuming that they would not have done this if they had a sick cat in front of them! Of course they have denied that they had anything to do with him becoming ill, and are saying that it is a coincidence. But even if this was the case, and I am adamant that this was more than a coincidence, why weren’t they able to deal with the situation when they were confronted with it? And why did they feel the need to PAY for him to be seen by a specialist? Instead they just showed how incompetent they were! I made a formal complaint to the RCVS, who actually took it seriously and thought that it was worth investigating, but after a few months of going backwards and forwards they decided not to pursue it, which doesn’t surprise me in the least as they all tend to stick together anyway! So not really an independent adjudicator! I will never forgive them, but most all I will never forgive myself for entrusting him into their care, because he was very happy with the previous vet who was there, and had been going to for 8 years. As a result of what has happened to him, my mother is still totally distraught even though it is six months later, because she cannot understand how he went in to get his yearly booster and a month later he was dead! So not only am I grieving for my cat, but I am also having to pick up the pieces as far as my mother is concerned. Therefore leaving this review is very important for me, because as a pet lover and now an ex owner of a beloved cat, I feel that it is important for our pets to be entrusted to the right people who is capable of looking after them!
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Posted 5 years ago
roundwoodvets is rated 2.0 based on 4 reviews