Animal Emergency Service, 104 Eastlake Street, Carrara

Reviews

• Name withheld

  05.08.2018
  ★ ☆ ☆ ☆ ☆
  Over diagnosed and charged well over $1000 which I told them on the phone before arrival I would not be able to pay on the day as it was days after Christmas, and not until the next week to which they said it would be fine and we could "work something out" as "the welfare of the animal is all that matters". Then basically held me hostage for hours until payment was made for treatment they hadn't even yet performed, I had a screaming baby at home that wouldn't settle for my husband, they stuffed up our vet pay application by not listening to my advice to do it in my husband's name (but it needed to be pre-approved before I left and my husband could not come down until I went home because we have kids) , I needed to go home to my baby but they refused to let me leave to go home and settle my child, this is hours after my dog was settled and doing completely fine, they were so nasty and wouldn't let me leave the premises which sparked a panic attack (which is something that unfortunately happens to me when in very high stress situations) to which they were very unhelpful and nasty about almost like they thought I was faking. I even offered for them to call our regular vet to get a reference as we have paid thousands of dollars in bills at our regular vet as proof that we are trustworthy but they weren't interested.
  After hours I left against their will at 9.30pm and because they stuffed up my vet pay application and vetpay wouldn't let my husband apply to pay for the same account they told my husband over the phone to come and get our dog and take him home not before charging us almost $400. Luckily he's completely fine because they overdiagnosed him and the treatment was not even necessary which I felt in the first place anyway. I've never in my life been treated in such a way and cannot believe the way they handle accounts. I can appreciate that some people don't pay their bills so they have to treat everybody with distrust but was the hostility and hostage situation they kept me in for hours really necessary? Why couldn't they be honest and tell me they didn't actually care about the situation we were in so we could have gone to a more caring vet practise like we're used to.

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