Willows Veterinary Centre & Referral Service - Solihull Avis 308

Response - i've already phoned in and expressed how unhappy i was, i also emailed after the appointment and expressed i wasnt happy and nothing was done - so no i'm not doing it again thankyou
Poor -
It took well over a week to get the pre auth sorted before booking in an appointment with the nutritionist. 30 minute call costs £260! - the 'vet' would only use 1 dog vitamin company which is in the USA and costs in excess of 150 a month.

Made me feel like a bad owner for wanting to consider a uk company and what's worse actually contradicted the whole reason we were having a call (dog stomach issue) and suggested go buy human grade vitamins but in the same breath said this might upset her stomach.....
Pre auth had been done through my insurance company with just a small amount that i would need to pay towards the consult. I emailed and explain i wasn't happy with the consult and just to bill the insurance, now you would think i might get a reply asking for information or feedback? - but no i just received an email asking me to pay the full amount - they didnt even bother to put it through on my insurance despite it being pre approved! - had to call the department and waste more of my time :)

This is not the first time this has happened with my visits to Willows, you arrive on time for your appointment, take a seat in their waiting room then after a long wait you go back to reception and find out you haven’t been booked in correctly. Today I had a 9am and 10am appointment but it seems I wasn’t booked in for the 9am. It is now 10:30 and still not seen for my 9am
To have a sick animal waiting in a waiting room for 1.30hrs is not good customer services and not acceptable

We have been very well informed and very happy with the service we have received.

Totally money driven
Took four months and seven grand to tell us our beloved dog had incurable cancer
Worst vets we have ever experienced
Corporate greed.
Don’t know how they sleep at night!
Avoid avoid avoid!

I would say the worst vets I’ve ever experienced.
All they care about is money. They will literally make up stuff about ur pet or mis diagnose so they can run “additional” tests. Our experience was so horrendous and long I can’t even go into writing it. But avoid these vets. They care about profits more than anything else. The only time they ever done a decent job in treating out pet is when the cameras were in for a TV show.

Took our poorly cat to the Biddulph Branch and received some very bad news. Basically, he had to be put to sleep. All done with tact and great care by the team there. He slipped away quite painlessly and is now at rest.

The team were fantastic and acted quickly when our rabbit took a turn for the worst and started stumbling and not eating. George greeted us and got a triage organised straight away, Amy was super understanding and listened to everything we had to say to help the diagnosis. Elena was so kind and knowledgable, the whole team really are an asset! So grateful to them all, bunny still isn’t well, but hoping for a good recovery!

Great triage service and really good with the appointment keeping.

Facilities wise is impeccable, they have most things that are needed.

The expertise is off the scale too, very knowledgeable and are also training students there which is great.

I had an extremely disappointing experience with Willows Vets. Our French Bulldog had spinal surgery there and was sent home with a catheter. After just 5 days, the catheter stopped working, and when we tried to reach out to express our concerns, they shockingly told us to go to another vet for help. This was a disgraceful response.

In desperation, I went back to Willows and demanded that they address the issue. By this point, my dog's bladder was so full it was overflowing. They then informed us that we needed to pay an additional £560 to replace the catheter, on top of the nearly £10,000 we had already spent on the surgery. To make matters worse, it turned out that the reason the catheter had failed was because they had initially installed one that was too small for my dog, and it had fallen out. They also left us waiting in the reception for 2 hours, whilst my dog was in pain and discomfort with an overflowing bladder. (See image).

They have since refused to see my dog for a follow up appointment and to remove his catheter. They have told us to go elsewhere! The level of customer service in this place is shocking! AVOID AVOID AVOID

What's truly appalling is the lack of aftercare for my dog. It feels like they took our money and completely forgot about him. This level of service is utterly unacceptable, and I would strongly advise against using Willows Vets.

Poor service for an emergency vets. Still sat waiting after 4 hours it's now 1.30 am. Staff not very friendly and don't bother to speak. No one tells you how long you have to wait and seem quite disinterested

Visited the Willows for an emergency appointment for my 2 years old English Bulldog. We were seen by vet Kyle who was by far the best bet we’ve ever seen. He was extremely informative and detailed in his explanations. He was not able to fully examine my dog due to him being anxious and unsettled but Kyle and team were great despite this.

Not particularly having anything with them it’s just heartbreaking hearing the price and not be able to save your dog . I know the system it’s hardwired but for god sake make something like a payment plan so people at least can try to save they animals. We all have to live with this that cos of a system we can’t save our animals

Went to the vets on 28/07/2023 they was a lady who was very upset due to her having her loving cat 🐱 put to sleep, she was crying 😢 the reception told her how much she owed without any kind words of condolences to the poor women
I was shocked ..
What should have happened is..
The lady should have had the option on leaving from the side door so she didn’t have to walk through and see the other cats.. and a conversation should have been had around calling back in and paying the bill when she is less upset.. shocking customer service

Our cat was referred here due to having fits. The specialist (Lluis) was excellent in examination of our cat and explaining every thing. He identified an issue with his eyesight to which did explain issue we had. We were kept up to date with the procedures. On collecting the cat we had an excellent explanation what was wrong and the plan going forward. You do need to make sure you have good insurance to use this facility but well worth it. At least seen promptly and dealt with unlike the issues we have with the NHS

We found ourselves back at Willows with our second dog Relish. It was touch and go if she would pull through but with the excellent care received I get to bring her home today 😃
The quality of care is top notch, communication is excellent with daily updates and an understanding of costs. Be prepared for the costs but we all know that to get our family member back in good health is worthwhile and you pay for what you get, Brilliant professional service.

Amazing service my dog had surgery from the surgeon Will, he was amazing and informative. He explained everything clearly and happy to answer any questions. I had full trust with this hospital to take care of peanut.

The care of Daisy by all those involved in her surgery, recovery and physio therapy has been quite simply ‘the best’
Thank you, Alexis, Kine, Emma and all the wonderful staff at willows 🙏

Recently rescued a puppy and booked her in for a health check at Willows the day I got her.
The service was amazing from the welcome from the reception team to the vet.
The examination was really thorough and informative and as a new dog owner it was really appreciated the time the vet took with me.
Fabulous place

Fantastic service, people were friendly. Vets shown genuine care and would recommend to friends and family.