1/2
Didn’t tell us when our cat died 😭 A devastating experience when we needed compassion most. We used this practice for several years and trusted them with our cats. We genuinely liked supporting a family business, so we never expected to write a review like this. Our beautiful 3 year old cat Pepper died while we were abroad on our honeymoon. She was never “just a pet” to us. She was our family, and losing her has been heartbreaking. Our complaint has never been that Pepper died. It has always been about the communication, compassion and how we were treated. Pepper was brought in quickly and was critical, then improving later that evening. We specifically asked to be called the next morning and told them when we were flying. It was agreed we would be phoned at 9am. 9am, 10am and 11am came and went until we phoned ourselves whilst boarding our flight, only to be told very quickly that Pepper had passed during the night. We were later told the practice decided not to call because they thought it was better to tell us later. We struggled to understand this decision. We were Pepper's owners and had specifically asked to be told. We deserved to know. We rushed home from the airport and asked if they could wait for us so we could collect Pepper. We were going to arrive just 13 minutes after closing and would happily have paid for those 13 minutes. We'd been away for our wedding and honeymoon and hadn't seen Pepper for two weeks. We were simply hoping for some compassion. They declined. Our friend then asked them to reconsider so we could bring her home, say goodbye and let her brother see her. She was told we would need an appointment and that the practice expected an apology from me for how I'd reacted on the telephone. The following day we collected Peps. No one spoke to us about what had happened, why she'd died, what she might look like or what to expect. A vet nurse brought her into the room and left us. When we were ready to leave, we were offered what appeared to be an old towel, followed by “I know it sounds awful, but you could use a bin bag.” We were offered Pepper's bag back, which we later discovered had been soiled. There were no condolences or explanation. We were left to carry our lovely girl out ourselves, past other clients and their pets. Less than 20 minutes later, we were contacted for payment. Peps had experienced a very similar illness the previous year, so we wanted answers about whether the two illnesses could be connected. We felt our questions were not properly addressed. We submitted a formal complaint and met with them on 18/08/26. We found the meeting extremely difficult. The vet and his wife, who is also a veterinary nurse and the practice manager, spoke repeatedly about how our complaint had made them feel rather than focusing on our concerns. During the meeting, we were described as “hysterical”, which we found extremely upsetting. We had just lost our cat unexpectedly while on our honeymoon. Of course we were devastated. There were also comparisons made to their own experiences with their animals. We weren't there to compare experiences.
UPDATE 10/09 - had a letter from them threatening to “ settle up soon or they’ll place the matter into other hands” stating they’ve “contacted me and despite serval attempts” I HAVE HAD NO CONTACT FROM YOU.
HEARTLESS PEOPLE WHO SEEMINGLY ARE IN IT FOR THE MONEY ADDING A “FEE” AFTER ALL YOU HAVE PUT US THROUGH YOU ARE AWFUL
Truly believe had we taken our lovely girl somewhere else this entire situation would have been different! Interestingly heard many similar stories by people who aren’t allowed to talk about it! 🤐🤫
Avoid this practice if you have a Dobermann which is a legal import....they refuse to treat them....such compassion!!
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In reply to your responce...yes my puppy is cropped & docked legally in her place of birth.
She entered the UK legally (which is currently still allowed to happen) with full DEFRA Passport & health test paperwork.
As I advised on the phone imported puppies (of which I have had several over the years) never come with details of any selective surgery carried out before importation.
You state cropping to be a "mutilation", when carried out professionally via laser surgery, it is far less invasive then spaying, which in most cases is a selective surgery. I'm certain you perform quite a few of those!!
I wish I could give these vets a minus one score.
Would not recommend due to recent experience
A huge thank you to the wonderful team at Holme Veterinary Centre.
This was our first visit, and from the very first phone call, the experience was exceptional.
The receptionist/nurse was absolutely amazing kind, patient, and reassuring on the phone, and just as welcoming and helpful when we arrived. That level of care outstanding and makes you feeling supported.
The vet was outstanding: professional, compassionate, and incredibly thorough. They took the time to listen, explained everything clearly, and treated my dog Vicky with genuine care. After years of trying different vets, this was the first time I truly felt my dog was in the right hands.
Thank you all for taking such wonderful care of Vicky. We are truly grateful and would highly recommend this veterinary centre to anyone looking for professionalism combined with real compassion.
Brilliant....taking great care
This vet surgery is 1 million percent worth registering with these guys they saved our dogs life's . Numerous vets palmed us off cost a fourtune but never got no we're . Found Andy and his team it's worth the 90 mins drive . He's straight talking no nonsense straight to point that's what is needed . We knew our dogs was pooly but respected what Andy needed to do . He's so professional hats off to this great place .
Some rude and not at all compassionate reception staff unfortunately
