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Avoid this company at all costs , the use. Vets to pay monthly premium for flea treatments etc , policy cancelled out pet passed away , they still despite confirmation of this send letters totally incompetent wanting payments monthly although our pet passed away , aweful customer service avoid at all costs !!!!!
During Covid-19 I have paid my direct debits, no service was provided, my vets telephone line was telling me emergencies only with a pre-recorded message. My pet was taken to another vets due to not being able to contact my regular vet, after sending emails complaining about paying and not receiving the service I stopped the direct debit in July and by the 3rd July they wrote to me saying they suspended my membership. When I eventually spoke to a member of staff at the vets this morning they knew nothing about my problems. Now I am going to see how I get my refund, they were paid, they failed to provide the service, they took the money and basically did absolutely nothing besides suspend my membership after 4 months and no treatment. I would never recommend anyone to join them. My gym suspended membership payments due to being closed. What went wrong here? The vets had no idea I was having problems animal health care never said a word, they are interested in receiving payment not looking after your pets then the payments slowly creep up and up. Not for me they are not a good company to join. Covid 19 has exposed their poor conduct. My pets had to go to another vets while they received payment. Can you imagine that. I am totally disgusted with them totally disgusted.
Really poor when trying to contact them. Continuous “high call volume” message on the phone. Waited over 30 minutes on one occasion before giving up. Finally resorted to an email and it took 12 days for a response! I imagine they must have put the phone down to write the email. All this just to renew my cats care plan following a change of bank account and loss of DD. I eventually had to take out a new plan online instead. The service received at my vets using this plan is good but just pray you don’t ever need to phone them for any help......... they don’t appear to do that very well.
Really disappointed in the greed surrounding cancellation of pet care plan. I signed up for the pet care plan with my local veterinary surgery in Bath, UK in October 2016. In May 2018 I moved from Bath to London, thus needing the cancel the pet care plan. I was then informed as I did not cancel this plan on my ANNUAL renewal date (October) that I was to be charged a cancellation fee of £37! At no point was I reminded or told that my pet care plan was up for renewal in October 2017, otherwise I would of cancelled it then. I see absolutely no justification, aside from greed, for the cancellation fee - even gas and electricity suppliers forgo this after the first year!
