Willows Veterinary Centre & Referral Service - Solihull Avis 308

Regrettably my experience of Willows is not a positive one. My dog was referred from another Linnaeus Group practice for TPLO surgery. We had already paid almost £1000 to the referring practice just for a diagnosis - no benefit to the dog - and were quoted by Willows a fixed fee of £4750 for the TPLO, significantly more expensive than elsewhere, but we believed we were doing the best for our dog. Although the surgery was successful, without complications, the ‘fixed fee’ proved to be anything but and we were charged several hundred pounds more for a simple follow up lasting 7 minutes. A complaint to Willows was dismissed and an appeal to the mediation service (suggested by Willows) was entirely futile. I escalated my complaint to the Linnaeus Group who have not yet responded, but in the meantime I have received DAILY texts and emails from Willows demanding payment despite them being told that I have escalated the issue. They may be good vets but if you choose to use them I suggest that you record every conversation you have with them and get written quotes for every aspect of your pet’s treatment.

UPDATE Because I was receiving daily demands for payment and threats of escalation at a time when I was due to be away for a few days, I paid the disputed bill under protest, making it clear that this was not an admission of liability. Within hours I received an email from Linnaeus Group saying they had nothing further to add to Willows ‘investigation’.

Total disregard for their clients and impunity in their accounting practices.

Lets start with the good, yes a huge organisation that specialise with different pet needs. We took our pet cat to find what was causing her so much pain n discomfort with her ear. Our insurance had reached limit so being funded by ourselves. Initially as discussed with our vet the fee was incl referrral ct scan etc 3300.00 Ct scan shown the problem and operation in their view was only option so we as stressed pet owners agreed to then find the price went up to 5100. Operation scheduled and carried out.
The bad, we find out after the operation and reading the post op notes that any appointments would be charged in region of 280.00 this included taking any stitches out and then a further 280 to check her eye due to Horners synd a few days after surgery, totalling 560.00. Sorry but why is the post op stitch removal charged at a extorniate 280 when our vet charges zero. This is post op care that should be included in the 5100.00 already so to us this was merely another reason to cash cow their customers, nothing more nothing less. Also since leaving after the op not 1 person or member of the surgical team rang to see how the pet was doing, it was as if they had your money done the job move on nxt cash prize pls. We had rung with concerns over the pets lack of eating n lethargy for a cpl days early am but chased calls until finally evening they decided to call. NO AFTERCARE AT ALL I FIND DISGUSTING TO BE FRANK!
The ugly, this bit truly shocked us as pensioners, our pet literally stopped eating was very lethargic so we called Willows, we called n called, they state they rang us but our phones proved otherwise, we rang our local vet who incidentally rang us daily after the 1st round of calls to say not all well. We managed to get her a app to chk why she not eating or refusing meds and whilst at the vets Willows rang . This is the truly ugly part, b4 we left to go local vet the surgeon mentioned if we came to willows it would be 300.00 plus to see her but she would try to get a fixed price at 280, we stated we maxed out financially how can we afford such a high price , i mentioned we had a app at local and it was whilst at the local willows rang us bk n on loud speaker so all can be heard willows more or less suggested if we took our pet to the local n was seen they would not hold the price at 280 but charge us more as the vet would prob refer her back to willow, ie we being held to ransom for simply going to our local to get the aftercare willows dont provide unless you have endless pockets of cash, They were pushing us to go directly to willows and not attend our app at the local . We did attend local vet app 50.00 and they treated our pet.
I told this to Willows that their only concern was the cash not the cat! so there you see it plain n clear Willows are merely there for the cash not the cat, and no again not since my stressed out call for help have they reached out n rung to chk on the cat not a single call. What a horrid experience that hope never to receive again . would we recommend willows, never, I truly wish we had gone to another referral centre that maybe would give aftercare. The aftercare of the pet is a vital part of a pets journey to recovery and a TRUE VET in the professional for the welfare of animals n not money is where i will be seeking to go in the future. vets4pets have been wonderful n their care in our situation n empathy have well exceeded anything and to have nothing from willows is in their eyes shocking too.
I truly hope people read not the good but the bad reviews and I wish I had researched more.

Update aimed at Willows if you truly show concern then you should ring the owner, your copy paste replies are meaningless!

Brilliant veterinary centre. Lluis sanchez is an amazing vet

My dog was referred to Willows for a dental root canal. Vet James was brilliant with OJ and went through the procedure thoroughly with me to put my mind at ease. I was kept informed throughout the surgery and given great aftercare advice. Couldn't have wished for OJ to be in better hands than at Willows. Thank you

This place is the most kindest veterinary place I have ever been to. The continuity. With the same vet and the phone calls every day were just super. They are just amazing

It’s a best place to give treatment for cats. Cameron & Lucy looking after my baby cat Faya. I can not expect anything better. My cat suffering from cancer and the team very supportive in order to give her the best treatment!

The kindest most compassionate vets for our fur babies, the staff go above and beyond to help keep costs down and reassure you. Wouldn’t go anywhere else!

TERRIBLE THATS ALL I CAN SAY VERY UNPROFESSIONAL STAFFS AND RECEPTIONIST WERE VERY RUDE ALL THEY KEPT DOING IS MAKING PRICES HIGHER AND HIGHER WAS VERY RESPECTFUL TO THEM BUT I CAN TELL THEY DIDNT CARE ABOUT MY PET ALL THEY WANTED WAS THE MONEY THIS PLACE SHOULD BE CLOSED DOWN!!!!!!!!!!!!!!!

Our cat was taken poorly very early in the morning and this was our first visit to Willows with her.
She stayed overnight after test results showed a Water infection so she was put on IV fluids and gastro care meds and cared for very well.
We visited the following day and are pleased to say she is coming home with us today as she wouldn’t eat away from home.
Such lovely caring staff who are genuinely interested in your animals care and welfare.
We were allowed a quiet room with her twice which was fabulous and just what she needed to feel comfortable safe and secure.
We will never be afraid to come back again if we need to but hopefully we won’t need to because of their care and attention.
A lovely atmosphere and nothing seems rushed and you’re listened to.
We hopefully look forward to our cat having a full recovery and thank the team for their support and expertise.

3 dogs with parvo, all of which came in at different times, we was petrified of losing our dogs and the odds was against 2 of our dogs which was minutes away from passing away luckily willows is close enough and we was able to get them here in time, through the whole process we have been delighted with willows (Sophie) in particular the information was clear honest and accurate and she guided us through the treatment which was first class and life saving. we’re delighted to have all of our dogs returned home and continuing recover at home, thank you all ever so much 😊

I cannot rate Willows highly enough.
We sadly had to make the very heartbreaking decision in June to put our most loved ginger poochie Poppy to sleep. The whole team at Willows have provided wonderful care, treatment and kindness to Poppy over the last few years whenever she needed to be treated for illness’s or conditions. Knowing she was in good hands, knowing she was treated with gentle kindness and care has always made our visits that little bit easier. She was quite an anxious dog when going to our local vets but we could tell she didn’t feel that way when going to Willows which only reassured us further of the level of care they provided. We preferred to drive Poppy 40 minutes to be treated by Willows rather than go to our local vets where her anxiety was physically visible! We always felt supported, informed and listened to on all of our visits, they all totally understand how much these wonderful souls mean to us. Whether it’s the amazing vets themselves or the staff on the phones, front desk and whoever's faces we don't see - they all give wonderful care. 

If you chose to go to Willows or are referred to them, know that your beloved pet will be in the best hands.

Excellent service. Thoughtful staff. First class clinicians.

Transfered away probably just in time. Felt we were being pushed into actions we did not want to take. I'm not certain how much is sales tactics but wouldn't want to be in that position again

NO STARS!!
Hugely disappointed and damn right annoyed with the treatment my very poorly pet received here. Not to mention the extortionate bill I received! After being referred to them by my vet for a procedure that needed to be done by speciality vets, after an overnight stay they told me that they were unable to carry out the procedure and that I should find another vet. My pet at this point was dangerously ill and close to death. After many distressed phone calls to other vet practices, I finally found a wonderful general practice vet who performed the procedure straight away with no problems and who's fees were a quarter of the price of Willows! Willows charged me £350 pounds just for a general anaesthetic whereas the general practices charge was £50. That's just ridiculous! So why is it that a general vet could carry out the treatment but a referral centre with specialist vets couldn't and turned away a very sick pet?
Bought my concerns up to customer support, who said they would look into my complaint. Haven't got back to me!

The most incredible veterinary clinic. Top class surgical specialist team, with amazing facilities and just a wonderful place. I can't recommend this clinic enough, it truly saved my dogs life. I will be forever grateful to the incredible surgeon Eugenio who conducted very complex surgery in such a calm and methodical manner. A huge thank you!

While I can’t fault the treatment our cat received, what does irk me is the lack of transparency of the costs. I phoned several vets, and Willows quoted £122 which I specifically asked did that include the consultation fee. They said yes. When the cat was collected after being spayed, the invoice was £213.27. I was aware of the microchipping, but £42 for a cat jacket that appeared to be pre used, I was unaware of. I have now had a bill of £84.05 (remember this was supposed to be included) for consultation. In total £297.32 for a cat spaying. Update, Willows have now refunded the £84.05 consultation fee, so I’ll give them 2 extra stars.

I like the facilities and appreciate that you pay a premium for their services, which seems ok to a degree, although you never seem to see the same vet for continuity of care. Whilst consultancy charges are probably 50% higher than your typical high street vets which may be acceptable, I struggle to understand how willows can justify 400% mark up on antibiotic tablets that we recently needed for our pet (when compared to internet prices). There is a lot of publicity about vets overcharging at the moment and from our experience I think this is certainly justified. Certainly thinking twice about having another pet in the future, because if you are a pet owner you will be reliant on vets. What else can you do but pay the price ?

Vetentinary experience excellent. Front of house poor with very little update provided on emergency care on telephone.

If I could give zero stars I would. Basically turned what used to be decent local vets into despicable atrocious money grabbing lowlifes. Doing work without obtaining confirmation to do it, overcharging for simple procedures, over diagnosing and making procedures up and putting undue stress and anxiety on our pets in the name of making extra cash and hitting sales quotas and targets put on by the low life's who own the group. (Would love to meet the top brass as they could feel some stress and anxiety). Putting our dog under undue procedures and making him physically shake through fear is not in the interests of pet health no matter what they say. Dog had an infection, had antibiotics and anti inflammatory and requested to follow up in the morning. Did procedures on him that were not needed when all he needed was a continued dose of antibiotics and proceeded to charge a further £650 on top of the £100 the night before. Disgusting behaviour🤬🤬🤬

They definitely deserve the best UK vet award. Extremely helpful and understanding. Explained everything happening. Gave us regular updates and took excellent care of our fur baby. Our regular vet tried to operate but was unsuccessful. We are forever grateful they referred us here. Not only did they save our boy but the put us at ease and was just amazing. Thank you Holly and your collueges for the best service. No words could explain our gratitude