Appalling service
Appalling service. Watch out as they wait until exactly 7 days before to tell you something is missing so they can charge you double price. Emails are written by AI and cannot reach anyone on the phone.
Réponse de Vethomecerts
We are sorry that you feel this way, but this review does not reflect the full situation.
We did not wait until 7 days before the appointment to raise an issue. The requirement for your rabies vaccination evidence to be sent directly from the vet practice was explained during the request process, in the initial email, and again when a provisional appointment was offered (no less than 7 times within 24 hours of your request, with you ticking confirmatory boxes and saying you would contract your vets to have them send it directly to us).
The provisional appointment email specifically asked you to contact your vet practice again (named directly) and have your pets clinical notes sent directly to us.
This is not just an admin preference, for compliance and audit reasons, and to protect our operating licence, we cannot usually accept your kind of rabies evidence forwarded by a pet owner where it can be sent directly by the vet practice, as it can be easily manipulated. This policy exists because we need to be able to verify the evidence properly and we have had several attempted fraudulent requests. Indeed in the emails when you started replying to our requests you stated ‘I now understand that, for your compliance purposes, you require the information directly from the vet practice rather than via me personally.’
The required information from the vet practice was only received two days before the provisionally held appointment. Until that point, the appointment could not be confirmed and no payment had been requested or taken. The urgent fee applies where all required information and payment are received within 7 days of the appointment, which was also explained in advance. We cannot start generating the AHC until we receive the required information.
We also want to clarify that our emails were not written by AI. Our team responds personally by email, as this creates a clear written record for AHC requests. We do have an emergency phone process where a message can be left and the on-call vet can return calls where appropriate, but routine AHC communication is handled by email, which is how we can keep such low prices.
After receiving the required information, we were still reviewing whether we could proceed, including whether staff were comfortable attending given the tone of the communication from yourself. We have a duty to protect our team as well as provide a service.
We appreciate travel documents can be stressful, but in this case the delay was caused by the required evidence not being received despite multiple requests. No payment was taken from you or even requested from you.
