Luton Vets4Pets Ltd

The clinical staff at this practice have always been kind and caring, which makes this experience difficult to write. Around a week after collecting my pet Felix’s ashes, I was contacted regarding an outstanding balance that I had not been made aware of at the time of collection. On the same day I received three calls regarding payment. During each call, I clearly explained that I did not have the funds immediately but would be able to pay the following week. Despite this being communicated multiple times, I was later spoken to by the practice manager, Christine, in a confrontational and unempathetic manner. I was accused of being rude, and the call was terminated. This was extremely distressing given the circumstances. I raised a formal complaint and the practice owner intervened, acknowledged that normal procedures for communicating about outstanding balances had not been followed, and accepted payment at a later date. While I appreciate that intervention, I was concerned to see reviews from previous years describing very similar issues, including owner involvement, yet the same situation has occurred again. I am sharing this experience so other clients are aware that billing matters may be pursued with repeated pressure and without sufficient empathy or consideration.

The staff at vet4pets hitchin Road. Are all amazing & we would like to say a massive thank you . To all the staff for all the support, advice & looking after Charlie for last 17.5 years. He was an incredible dog & will be truly missed by all. Thank you 🐶😊💐

Quick response to appointment booking online. Waiting time was acceptable. Very friendly and professional people on site

Yearly checkup I saw a man this time after 4 years of seeing the lady in the end room who has always been lovely. Not sure on his name but looked like the head vet. I was there for an hour, delayed for 40 mins before having the appointment. I didn't particularly like the way he rushed and dealt with the appointment. Didnt ask any questions like i normally get asked. It was straight on to the injections. Weight and checked her over quickly. My cat had a couple of clumps of fur which normally the lady just clips off in (2 seconds) due to the professional clippers used. I asked him if he could do this after the yearly injections. Response was "oh no, I don't have time for things like that, maybe someone else can, just ask reception" We proceed with the rest of the checkup put the cat back in and go out, ask reception and pay while we wait. Another lady asked me to go in the middle room, discuss that my cat has some matted fur and she responds with that will be £75. I had just paid nearly £100 for her Yearly checkup and prescription and the man who saw my cat could not be bothered to help me whilst she was out of the carrier having her yearly check up! but now you are quite happy for me to wait further, and charge me another £75 to get rid of a couple clumps of fur. You are having a laugh!!!! Not impressed at all! I will buy a decent clipper for that and do it myself! There is always one person and their attitude which lets the company down and today this was him!

Yearly checkup I saw a man this time after 4 years of seeing the lady in the end room who has always been lovely. Not sure on his name but looked like the head vet. I was there for an hour, delayed for 40 mins before having the appointment. I didn't particularly like the way he rushed and dealt with the appointment. Didnt ask any questions like i normally get asked. It was straight on to the injections. Weight and checked her over quickly. My cat had a couple of clumps of fur which normally the lady just clips off in (2 seconds) due to the professional clippers used. I asked him if he could do this after the yearly injections. Response was oh no, I don't have time for things like that, maybe someone else can, just ask reception We proceed with the rest of the checkup put the cat back in and go out, ask reception and pay while we wait. Another lady asked me to go in the middle room, discuss that my cat has some matted fur and she responds with that will be £75. I had just paid nearly £100 for her Yearly checkup and prescription and the man who saw my cat could not be bothered to help me whilst she was out of the carrier having her yearly check up! but now you are quite happy for me to wait further, and charge me another £75 to get rid of a couple clumps of fur. You are having a laugh!!!! Not impressed at all! I will buy a decent clipper for that and do it myself! There is always one person and their attitude which lets the company down and today this was him!

Reception and overall everyone is always so lovely and nice. Always answer any questions and super easy to book/reschedule, order treatment.

This review IS NOT for the absolutely lovely ladies who work there. They are incredible, particularly Tina & Jessica. This review is for Mark. Each experience we’ve had with Mark has been nothing short of disappointing. To give a bit of advice, please learn how to speak to your customers in a much better way and to not be frightened or flinch at animals in your care and show them a bit of understanding and kindness. We were with this vet clinic for a while and decided to move our cats to Australia. I want to focus on our last visit there which was just a routine parasite treatment for their travel requirements. I warned that one of my cats can be a little feisty when she’s scared. After I mentioned that he proceeded to bring a nurse in with huge mittens and throw a towel over her before she even hissed or showed any signs of her feisty side. She was calm up to this point. I sent over requirements of this treatment weeks prior following our advice from the travel agency and at no point did mark read this as he proceeded to try and get a tablet into my frightened animal. To then turn around, very insensitively and say “you know there’s a big possibility this won’t happen today”. I want to reiterate we were in the process of moving to Australia, their flights booked, our flights booked to then say this so bluntly would mean they would have to be left behind. Luckily the incredible nurses were on hand to help come up with other solutions. It was crazy to me that he tried the difficult route without trying to crush the tablet into food. Our 2nd very friendly cat was the next attempt. He still hadnt attempted to stroke or show any kindness towards our animals still at this stage. She flinched as they tried the tablet, he jumped back and said “yes we have 2 difficult cats”. After about an hour of trying different methods he decided to read the instructions from our travel agency and realised he could do this all with spot on treatments. All of this for something which could have been a spot on the whole time. This all ended up with two very stressed animals before their stressful flight and was completely avoidable. I know my situation is unique and not everyone is flying their cats aboard however, as a vet you have a duty of care to animals that come into your clinic. The only affection and care my animals got were from the nurses. Not only did the incredible nurses comfort them on the day but also me, after hearing that without so much of an attempt he might not of done it. I experienced this same appointment again at the travel agency with their vet and the difference was night and day. This vet had spot on ready, got down to their level, gave them some affection and no flinches at all, 2 very comfortable cats. Goes to show how important a kind and caring vet can be towards scared animals. Our kitties got a lovely cuddle from Tina and the other amazing ladies and they are making their way down to Australia. I genuinely believe they wouldn’t be coming with us if it wasn’t for them and I’m so sorry Marks behaviour has spoiled this review.

Good vets, with sensible advice. Helpful reception staff. Easier to get a vets appointment than doctor's! Only problem is cost, £56 for vet consultation.

Had to have our Retrievers tail amputated. Care is excellent and still on going . Our dog is very frightened and often fouls the floor. They are very understanding about this and very helpful about clearing up the mess. Picture before the amputation. Tap on picture