Neighbourhood Vet overcharging?

[jazzer]

Apparently there is no national standardisation of veterinary charges, surprised that is the case, they can charge what ever they like and "get away" with.

[Froglander]

In January my very old cat was ill and my vet in Peckham had taken blood tests, subsequently prescribing tablets to which the cat was not responding to.

A friend recommended 'Neighbourhood Vets' and I rang for a second opinion. They were keen to take the cat in and have a look for which I was grateful but when I explained I no longer had pet insurance and needed to get an idea of the price- they said that wasn't possible. I persisted and the receptionist went to ask a vet who concurred with her. I said surely there was a guideline for blood tests and an x-ray for example? (just as when I go to the dentist they tell me the price of a filling, crown etc). The receptionist went to ask a second vet and I was told - blood tests £200-£300 and x-ray £300-£500.

I did not take my cat to Neighbourhood Vets as my Peckham Vet had charged £80 for extensive blood tests done over a morning. I feel there should be more transparency in pricing.

 

Which Peckham vet did you use?

[hazelnunhead]

I left neighbourhood vets after total over charging of medicine (conjunctivitis in one eye for my cat came to over £100). No issue with their actual vets and the charges for that (that is transparent) , but it seems that everything after that is built in.

So many little extras done all charged which add up. Many medicines were opened as they gave some drops etc to my cat, with no openness about the cost of these medicines.

I googled prices of the medicines they had given me and they were hugely inflated from what I found on websites - I wrote to them expressing this (with pictures of medicines and prices) and got offered £10 of my next visit!! I was also asked why I didn't claim on insurance - I did have insurance (but had an excess) but it seems that they rely on overcharging due to insurance paying. I have not gone back after this as felt very ripped off.

[Sazzle30]

I am with neighbourhood vet (7 years) and go every year with my cat to have vaccinations, as I’ve been lucky and she’s been well. Every time I am there I am asked about petplan despite requesting a note on my cats record not to ask as I am fortunate enough to be in a position to affrod to pay directly should I need too. Every time I say no I am made to feel bad and am patronised about the potential cost of treatment.

This time the vet said my cat had a crumbling tooth that would have to be removed despite the vet pointing out this was common in cats and it had happened on the other side without issue. When I queried the procedure - would it be under general anaesthetic and the risks involved to weigh up whether it was in the interests of my cat (she’s is eating fine in on both sides) I was made yet again to feel like I couldn’t afford my pet. Instead of answering my questions she lead straight in with its around £800 and you could get pet insurance.

When I then again queried the risks of general anaesthetic for small cats she then said I could pay for a blood test in advance to highlight if there would be an issue.

I left feeling that the my cat is a cash cow (!) to them and bullied into the appointment which I am going to cancel and move vets after reading this thread.

[Jenijenjen]

The Neighbourhood Vet, despite the name, is no longer run by the two independent vets who started it but individuals who describe themselves as ‘Finance Director’ and ‘Accountant’ who also own* a few hundred other vet practices throughout the UK.

https://find-and-update.company-information.service.gov.uk/company/07692597/officers

I suspect the vets themselves, who I believe are employees, may be placed under a lot of pressure to maximise income which is easier to do when a pet has insurance hence the promotion of insurance policies. Lordship Lane Vets was incorporated into Medivet some years ago and I guess large conglomerates of practices is the way of the 21st century, not always to the benefit of pets or their owners.

Mr Lomax used to terrify me I have to admit but I never felt he was trying to make as much money as he could out of me and had the best interests of the animal at heart.

* Edited: This may be incorrect in that they are directors of the other practices rather than own them.

Edited March 28, 2023 by Jenijenjen

[ianr]

The Neighbourhood Vet, despite the name, is no longer run by the two independent vets who started it but individuals who describe themselves as ‘Finance Director’ and ‘Accountant’ who also own a few hundred other vet practices throughout the UK.

https://find-and-update.company-information.service.gov.uk/company/07692597/officers

Working my way up through the chain of companies having a controlling interest eventually landed me on two companies named IVC Acquisition Topco Ltd incorporated in December 2016 in England and Guernsey. The English one was wound up in May 2017.

[Mystic Mog]

They were the good old days, Mr Lomax and Brian Gilmour ( Brian sadly deceased). Mr Lomax was scary but he was very kind, especially when he came to put my old ridgeback down at home.

I went to Miss Robson last week, she scared the life out of me 30 years ago, but seemed very nice. I'd rather be scared than fleeced!!!!

[d walker]

I was with Neighbourhood Vets but have now changed vets as I felt getting as much money out of me was their number one priority. Sad that this has happened to what use to be a good vets. I think the only way to convey disgust is to vote with your feet and go elsewhere! I now go to a lovely practice that are upfront with their prices and are cheaper than this vets.

[jazzer]

The accounts make very interesting reading, specially those dated March - September 2019,

[AshbySE22]

Our cat pulled some mastic off the wall in the bathroom and ate it. We are with Neighbourhood Vets and have been for a few years and I called them immediately and they couldn't advise if this was harmful until I confirmed that I would pay £70 for them to ask their toxology specialist. In the heat of the moment and in the best interests of my cat I agreed. 5 mins later they phone back and said they'd spoken to their specialist and they said it was okay. I felt juped and ripped off but could rest assured that someone with some knowledge had confirmed all ok.

They then sent an invoice which was paid as requested to then be followed up with some demanding chasers from the finance team shortly afterwards. Followed by an email threatening debt management. When I spoke with them they said they were having issues with their banking and that I needed to prove that I had made the payment to stop the threatening debt management emails.

I declined to follow up and prove I had paid £70 for a 2min call which in hindsight I didn't agree with but had agreed to at the time.

It's gone quiet so I assume their pockets have been lined with my payment.

Shame they are a VC backed firm now as they used to be decent and less focused on fleecing people.

[ianr]

I see that the Competition and Markets Authority (CMA) has been looking at some of their acquisition/mergers, on the ground that they may unduly reduce competition in some localities.: https://www.gov.uk/cma-cases/independent-vetcare-limited-ivc-slash-multiple-independent-veterinary-businesses-merger-inquiries, with a helpful press release at https://www.gov.uk/government/news/takeover-of-eight-vet-businesses-could-increase-costs-for-animal-owners.

[sandyman]

Interestingly this echoes our experience with a different local vet (I won't name and shame but they are also a big one) . My daughter picked up some flea treatment for us last summer and paid on the spot. When we went there a few months later they said we still owed £55 for the flea treatment. I showed them a text from my daughter with the precise amount coming out from her account on the day the flea treatment was picked up according to their own records but they still insisted that we send an email stating this. Every business wants to make money and balance their books, but I can't ever recall having to go through the same laborious process when I've simply bought something somewhere else. Like below it doesn't reflect well on customer service.

 

Our cat pulled some mastic off the wall in the bathroom and ate it. We are with Neighbourhood Vets and have been for a few years and I called them immediately and they couldn't advise if this was harmful until I confirmed that I would pay £70 for them to ask their toxology specialist. In the heat of the moment and in the best interests of my cat I agreed. 5 mins later they phone back and said they'd spoken to their specialist and they said it was okay. I felt juped and ripped off but could rest assured that someone with some knowledge had confirmed all ok.

They then sent an invoice which was paid as requested to then be followed up with some demanding chasers from the finance team shortly afterwards. Followed by an email threatening debt management. When I spoke with them they said they were having issues with their banking and that I needed to prove that I had made the payment to stop the threatening debt management emails.

I declined to follow up and prove I had paid £70 for a 2min call which in hindsight I didn't agree with but had agreed to at the time.

It's gone quiet so I assume their pockets have been lined with my payment.

Shame they are a VC backed firm now as they used to be decent and less focused on fleecing people.

[Mystic Mog]

There is a toxicology number you can phone direct. I used it last year and they were extremely helpful, I think it cost £30. I will try to find it and put the details on here. Don't want to line Neighbourhoods pockets unnecessarily!

Surprised they didn't suggest a stomach pump, missed an opportunity there.....!

Edited March 30, 2023 by turtle

[Froglander]

I was with Neighbourhood Vets but have now changed vets as I felt getting as much money out of me was their number one priority. Sad that this has happened to what use to be a good vets. I think the only way to convey disgust is to vote with your feet and go elsewhere! I now go to a lovely practice that are upfront with their prices and are cheaper than this vets.

 

Which vet are you with now?

Medivet seem to be taking over many practices as their previous owners retire.

[Jenijenjen]

"Medivet seem to be taking over many practices as their previous owners retire."

Sadly, this seems to be true and not always when the owners retire. The vet opposite Herne Hill Station and the one in Norwood Road are both now branded Medivet. By my reckoning, and I hope I'm wrong, the only independent vet in the area is Mrs Robson in Highshore Road.

[Jules-and-Boo]

so much hate for the vet.

The NH Vet have been absolutely fantastic for all of my issues.

We took in a rescue dog who needed two knee replacements due to damaged cruciate ligaments. We were unable to travel for the specialist operation and aftercare, so they brought their specialist vet in, who drove up for a 8am appointment.

The surgery was carried out beautifully and the personal care was brilliant.

The Brockwell Vets on the other hand - absolutely disgraceful. They put my sick cat in a room with a vicious dog and caused her so much stress. We waited for the vet to see us and waited - eventually I went looking for her and found her on the phone chatting about holidays. They tried to force tablets down my kitty's dry throat and didn't even know about IV.

We asked them to order a vet ambulance and they said they would, we waited and then they said they hadn't and wouldn't. Ended up taking a cab and got soaked on the way to the cab office (Vet refused to let us wait there as they were closing - not that I'd been waiting for the ambulance they told me they'd booked two hours prior).

Vet in Streatham said my cat was in shock from the experience.

I was too upset to make a formal complaint but did go and see the vet personally later, who apologised.

Too fricking late.

[d walker]

Froglander: I now go to Paxton Vets in Gipsy Hill. I've been very impressed by two different vets I've seen there. One suggested cleaning my cats wound with salt water rather than sell me an expensive cleaner.

Jules&Boo: Glad you're happy with NV, wish I could say the same but sadly the practice is now managed by finance people who are only interested in making maximum income, I feel sorry for the poor vets who have to work under that regime . But agree Herne Hill practice leaves a lot to be desired as in past used them but left due poor practice. That's why I was thrilled with Amber and Suzanne when they opened their NV practice on Barry Parade, but sadly that's no more

[IlonaM]

I have had very good experiences with individual vets and other staff at NV, particularly with an uninsurable elderly cat with multiple chronic health problems. There has always been a great deal of compassion and care in the way they look after my cats and we have built up good working relationships with a core team who I have a lot of faith in. Unfortunately some of the vets who we used to see regularly have since moved on and there has been a large intake of new staff over the last few years. I have noticed a change in attitudes since the practice changed hands which is a shame and money does seem to be becoming more of a priority, although the vets I have seen continue to be professional.

Recently, after notification from NV that a particular repeat prescription was not available due to a national shortage, I asked for a written prescription to source it online. Initially I was charged £25 until I pointed out that it was unreasonable to charge for a necessary represcription that the practice could not dispense. Luckily they removed the fee, but it did leave me with a bitter taste.

[Mystic Mog]

Yes, this is the issue that the practice is now all about making money. I really miss my 2 favourite vets there Rory (left) and Chris who is so kind and caring. I refuse to pay £25 for a prescription or over £100 for long term medication which I can get online for £23. Sad times when we are trying to do the best for our pets.

[Froglander]

The London Animal Hospital in Camberwell and the vet practice run by a now retired Australian vet in Shardeloes Road, New Cross, have both been taken over by Medivet. The former was a 24 hour vet but don’t know if it still is.

[jenf]

I've deleted my original post here as unfortunately I haven't gone on to have a great experience with the vet I was originally positive about on my initial visit, alas.

Edited May 10, 2023 by jenf

[Mystic Mog]

Miss Robson is so genuine, it's such a shame she is retiring though.  Took my rabbit there a few weeks ago, she was fantastic with her.

[mima08]

Some of the Vets (not all) at Neighbourhood Vet seem really to be all about the money. We've been with Neighbourhood Vet for 3 years since we took in our cat. He was already 9 years old and had to be rehomed, and the previous owner had a pet plan contract in place that we continued. This means our cat gets 6 monthly checkups, vaccines etc. 

At the first check-up in 2020, one Vet told us that unfortunately our cat's teeth were really bad, needed descaling & possibly some to be pulled. Predicted cost - £400-£500 due to anesthetics required. Then, with the winter lockdown and various other things going on, we couldn't actually go ahead with this before the cat's 2nd check-up, about 6 months later. At that appointment, a different Vet congratulated us on how GOOD the cat's teeth were, tiny amount of plaque and she recommended some teeth-cleaning biscuits.  Since then we had 2 more check-ups and yes, 1x I was told that the teeth were desperately in need of the procedure (now £500-£600) and the most recent one again told me his teeth are in great condition and no need to do anything other than keeping an eye on it. 
 

I did ask about the different diagnoses, she showed me where to look on the teeth, and yep, they look pretty nice and clean...

So I cannot help but feel the advice (2x) to have an expensive (and traumatic for the cat) procedure is driven by money, not cat welfare...Will be changing Vet!

[redpost]

Looks like medivet have tweaked the attention of the CMA:

https://www.gov.uk/cma-cases/medivet-group-limited-slash-multiple-independent-veterinary-businesses-merger-inquiries

[Mystic Mog]

The company that runs Neighbourhood are also being investigated.  They appear to have taken over most of the vets in England!