I WOULD NOT RECOMMEND ELM HOUSE…
I WOULD NOT RECOMMEND ELM HOUSE VETERINARY CENTRE TO ANYBODY.
My experience with Elm House Veterinary Centre, Elm Road, Chelmsford, has been extremely disappointing.
I was given a verbal estimate of £850 for my dog’s tail operation and paid £100 upfront for a blood test, which I was told would be deducted from the final bill. I cannot identify this deduction on the itemised invoice.
Before the operation, I received a telephone call lasting 46 seconds asking whether I wanted another lump removed from my dog’s tail. I agreed, but no additional cost was mentioned. I was subsequently charged an extra £300. When I challenged the final bill of £1,053, I was told I had been given an additional quote, which I disputed. I was also told my dog would not be released unless I paid.
After the operation, the collar provided was too small to prevent my dog from reaching and biting her tail. I was then told over the phone that it would cost a further £500 to restitch the tail. There was no clear explanation of what the procedure would involve, and no written quote was provided. I was simply booked in, but I subsequently declined to proceed. My dog was then given another collar, which I had to pay for myself, and this one is now far too big.
Since then, I have faced repeated additional charges for postoperative care, wound cleaning, checks and medication. No prescription was offered, so I was not given the option of purchasing medication from an online veterinary pharmacy, where it can be considerably cheaper.
During a recent visit, when I declined additional pain medication, I was told, “Well, if you want your dog to suffer.” I found this comment completely inappropriate.
Despite attempting to resolve these issues directly, I have received apologies without a satisfactory resolution.
My main concern is the lack of transparency throughout this experience. Costs are not properly explained, written quotes are not provided, and additional expenses keep arising when I believed I had already agreed to the cost of treatment.
I have completely lost confidence in this practice and would not recommend it to anyone. There are plenty of other veterinary practices in Chelmsford. I strongly advise pet owners to insist on written estimates and clear explanations of all procedures, additional charges and aftercare costs before agreeing to treatment.