Who do you complain to

joeypesci

With this story I assume the person to complain to is the new owners of the vet branch but still interested in others thoughts.

So a very nice independent vets sees our cats and dogs. One has diabetes which has become VERY expensive and due to the cats age we have no insurance. So someone recommended just use pet drugs online for the insulin as its cheaper. Its the same brand of insulin and the site is legit. All good, ordered from them 3 times and no issues.

Then the very recent order was rejected because "The prescription isn't accurate and doesn't show the information we require" but it looks fine to me so I e-mail them but they are busy. Annoyingly this delay now means my cat is out of insulin so in a panic I decided I had to call the vets and buy theirs which is £40 more expensive for EXACTLY the same make of insulin. But anyway, when I mentioned the prescription they checked and it turns out there was a mistake. They hadn't included how much was required which is why pet drugs online rejected so they rewrote the prescription.

So I go to collect and he's the kicker. I discovered the other day this nice independent vets had actually been sold to a big chain. I only noticed a small new sign in reception. Great, that's all we wanted to hear, big chains normally mean "sales targets" so you end up being sold stuff you don't need. I looked for info on this but couldn't find anything. I was suspicious because they tried to book me in for a follow up check up without telling me there'd be a charge so I said no I'll call when ready. I assumed free, a friend said her vet check ups are free. So I called and they said they charge, they've always charged even when independent and only sold up a year ago.

Hmm, all staff are the same, all still nice. However, when I go to collect the insulin I ask if I can get a discount. The only reason I'm there to buy their insulin is because of their mistake with the prescription. If they hadn't made the mistake the online store wouldn't of rejected by order and I wouldn't of had to pay £40 extra for their insulin. They asked the vet. He came back with "Sorry, now we're owned by Medivet we can't give discounts" I said but the only reason I'm their buying the insulin off you is because of your prescription mistake. "Sorry but we can't. Now we're owned by Medivet we can't give discounts". I said I'll have to complain to Medivet then. The kicker was the person who the receptionist asked and the person who corrected the prescription was the director of the practise and the original owner. He'll have made a killing out of selling to Medivet. Surely you'd say "Sorry for our mistake, now we're with Medivet we can't give a discount but what I'll do is sell it to you for the price you'd pay online and I'll make up the difference. That way Medivet can't moan". But nope, didn't even offer to refund the cost of the prescription.

So I assume the only people to complain to are the new owners?

I'm now looking for another new, independent vet.

Naomim

Initially I'd put a complaint in writing to the practice- even though you've spoken to them. Then if it goes nowhere get onto medivet. I suspect if you go to medivet on the back of a conversation with the practice they'd refer you back to them as there's no proof of a verbal request. 

The vets my old dog was with got taken over. Fee's rose and we didn't feel we got the continuity of care. We have a new dog now and have registered with a local independent but thankfully not needed them yet.

joeypesci

Thanks. I've also questioned the new prescription. Its valid however the original prescription was dated 15th March but was technically invalid until the 21st March, meaning throughout its life time it has lost 6 days until it expires. I would of thought the correction of the prescription that was corrected by a totally different vet, should then be dated from the date of the renewal so you get those 6 days back. But now, he just corrected the mistake and put his signature on it and removed her name and signature.

joeypesci

Been oddly told that the reason for them not offering a discount was incorrect, despite it coming from the vet that originally owned the place as he was the one that corrected the prescription.

Then "It was simply not felt that a discount was warranted on this occasion".

Moving to a new vet then. It was warranted. You messed up the prescription that delayed my order online, doesn't matter if you feel "online prescriptions are requested at least 2 weeks before medication is required." It wasn't an online prescription, you made a mistake, this caused me to have to buy insulin from you which costs more, so clearly its all about the money. So I'll find another independent vet thanks.

Penda

Is there such a thing as an independent vet ? All near me are are big chains

Undervalued

Penda said:

Is there such a thing as an independent vet ? All near me are are big chains

Whilst it is certainly creeping in that direction (like opticians and some other professions), there are certainly quite a few independent practices around here.

joeypesci

Penda said:

Is there such a thing as an independent vet ? All near me are are big chains

Yes, been told by a friend there is one near us.

Murphybear

joeypesci said:

Penda said:

Is there such a thing as an independent vet ? All near me are are big chains

Yes, been told by a friend there is one near us.

Our vet has 2 branches, one in our little market town and one in a small town 5 miles away.  

They have a specialist cat vet as well which is great for us 

topcat105

Would just like to agree that Pet Drugs Online is MUCH cheaper than vets.
I get all my cats flea and worming products from them.
No connection just a satisfied customer.