Willows Veterinary Centre & Referral Service - Solihull Anmeldelser 288

Disgusting company

Misdiagnosed my dog and left her 4 months suffering with meningitis until she was pretty much dead, finally it was resolved.

Advised willows I was happy to pay for what my dog needed but I wasn’t going to pay for a total misdiagnosis.

They refused to deal with my complaint, replied once and then refused to discuss and come to an agreement. Referred me to mediation but still refused to discuss and deal with.

Complaints handling with is as bad as the diagnosis.

All I wanted was an apology and a reasonable invoice for what was needed. But got a £5k bill for something that maybe max should be £2k

Avoid at all costs

We were referred from our vets to the willows with our Poppy. She was diagnosed with lymphoma cancer but having the best insurance used this to see if we could give her a chance, the treatment's the willows gave our Poppy was exceptional and extremely knowledgeable they tried but she was up and down and eventually gave up and we decided it was the best to put her to rest. We can only thank the staff and especially Christine and JC who tried their best and was never about the money. Thank you.

Amazing emergency treatment for our puppy from start to finish - even the receptionist was friendly and reassuring !
Tim our vet was just the nicest, most caring of people, explaining my options and possible outcomes but without pressure.
Would recommend them without hesitation

Will never use these again.
Our Kody went in December for 11 days with Auto Immune.
After 4 blood transfusions and lots of drugs over 11 days in there he came out on December 23rd 2023.
Our bill was in excess of £10,000 plus every check up around £375.
We were grateful he was on the mend.
Willows are disgusting on the medication fees.
Antopica from Willis is around £138 for 15 pills, and Kody was on 2 a day. Pet drugs online is £38 and that’s including delivery.
Willows need to be investigated.
3 months later our Kody showed signs of a little discomfort. We took him back to Willows at 4:30am. Their consultation fee was £220 out of hours, plus all the extras.
They put Kody on a pain killer ( Methadone) and basically left him in a cage until 8am when the “specialist “ came to work.
Remember, these specialists are on 24 hour call.
At approximately 8:30am after they pumped him with more Methadone we were called to say Kody had took a turn for the worse.
They pumped him up with more Methadone, Ketamine & various other drugs.
A bit later we got a call telling us it was serious and he had Septic Parotitis.
He needed a Scan to see how bad an operation was (cost £2,500 for scan)
The operation was approximately £15,000.
We gave the go ahead at whatever cost.
Kodys heart rate was 200bpm and low blood pressure.
Willows decided to put him under. He lasted 3 minutes and died.
I can’t help but think that they knew he wouldn’t survive, but still put him under & not giving us the chance to get there to spend our last time with him. They also decided to put DNR on his records.
We filed a complaint. The manager contacted us and we asked for the medical records.
I must say, the records are a disgrace. They’re not done by a computer, they’re done by hand. There are question marks on there, and things crossed out, much of it you can’t even read ! We also showed this to to several people who also agreed that something isn’t right. They put soo much drugs into him that no wonder he deteriorated. We have asked Willows on several occasions for the full report from 4:30am. They only gave us from 8am. They failed to send and ignored us on every occasion.
We are now thinking of taking legal advice.
There are better Vets out there. This place is all about money.
Willows reply is pathetic.
I’m sorry, but you still ignore after several times to send us the “full medical report “.
It’s pointless you saying to contact if we want to discuss it further, because you still don’t give what we ask.
Truthfully, vets don’t give the reassurance to owners that their pets are in the best hands.

Emergency c section on a dog. We were seen straight away and the paperwork was confirm once our dog was admitted. Very professional

I have a kitten and he’s here and I you are amazing thank you

I took Saffy, my 7 month old Labrador after being referred by our vet due to concerns about her hips. We saw Jonathan, a specialist orthopaedic vet who did a thorough examination of Saffy. He talked through the options for investigations and explained things in detail. We opted for a CT scan of her hips and elbows. Afterwards he talked through her diagnosis, which is sadly hip dysplasia, and he gave me a thorough explanation of the options. Not once did I feel pressured around the most expensive option, which I have done with vets in the past. He wanted the best for Saffy. A day that was sad and difficult in many ways was made so much easier by Jonathan’s extensive knowledge and compassion.
The reception staff were wonderful. They knew exactly what needed doing and they were so compassionate. They fussed Saffy and were there because of their love of animals as well as their knowledge and skills in the role.
Saffy has to go for a full hip replacement soon and it’s made less daunting knowing that she is in safe and compassionate hands. Thank you all at Willows.

Our French Bull Dog Kylo was admitted after being referred from our vets in Redditch. On attending your Veterinary Hospital there was no one on reception and had to call someone after waiting for 5 minutes, we were asked if we had insurance for our dog and the amount was wrote down. We were seen by a vet called Tom whom we cannot see on your website, who examined Kylo and said “he needed to do a Xray on our dog”, if there was enough staff, he would do it that night. Tom rang us on 16th December 2023 to say Kylo had his Xray and had got Tonsillitis and his tonsils has come out of the sac, that was why, he was in so much pain. We had a phone call on 17th December to say Kylo had eaten two meals and was better should be out on Monday and was doing more blood tests, they would phone later around 3pm. We heard nothing so rang up to see how Kylo was doing we were told they were busy, ring back later, again no one rang so we phoned again later, to be told the same story they were busy. Tom rang us on the 18th December at 12.30 am to check on insurance amount nothing about Kylo, how he was until we asked. He then told us Kylo had deteriorated and needed to see a Neurologist. Victoria phoned us Monday for Kylo history and to “say Kylo needed a Mri scan” we were told that, there could be complications. We weren’t told that Kylo had been sick after his Xray. Victoria rang us later that afternoon to say Kylo had been poorly while having his Mri and had to bring him round due to having fluid on his lung and was now very poorly. We asked if we could come and see him where we were told we couldn’t. I got very upset and was then told we could. We were told that Kylo has been sick into his lungs they didn’t know if he would make it. He was in Special care which was a bed on the floor in the corner of a room next to a trolly. Victoria told us if there was any change, she would ring us Victoria phoned us on the morning of 19th December around 7.30am saying Kylo had taken a turn for the worst, asking if we wanted to either euthanize Kylo or put him on a ventilator, but only one in five dogs survive this, so we said although it’s terrible but euthanize, when we get there, which Victora said “we were doing the right thing”. Could we get there as soon as possible, but because we live about 30 min away, on the way there Victoria phoned to say Kylo had passed away. We are totally Heartbroken; he was only 10 months old. Why he was referred so late to a neurologist. Kylo was taken in on the Saturday around 6pm and did not see a neurologist until Monday. Instead of the first Xray could they have not seen his tonsils when looking at a Mri scan. They also lost Kylo lead which, nobody seemed to care about. I have even e-mailed pictures of the lead and not heard nothing back about it. Totally feel let down by Willows they only seem interested in money and how much insurance they can spend.

Just had the worst week with Toffee and Honey both catching parvo. The care, attention, quick thinking of the vets saved both dogs.

One was admitted first and the. The other followed when she became worse. All the staff and especially the vet (Anna I think) did there upmost throughout, spoke in layman's terms, consulted me about the dogs throughout and also listened to me when I said that our two dogs are a little strange in there funny quirks that they both had. It may of cost a small fortune, but to have them home tonight was one of the best feelings I've had for a very long time!! I am so grateful for everything they did with the two most precious dogs 🐶!! THANK YOU x

Willows have done an amazing job in diagnosing and treating my 7 month frenchie who had sudden onset of meningitis! They have shown nothing but care and compassion towards my pooch and myself during this difficult time, I honestly can't thank them enough for theoretically saving my boys life, big shout out to the whole team and Alberto and lluis who promptly treated him. Thankyou from the bottom of my heart ❤️

We’ve visited multiple times with our cat Ed after he developed a blood clot and needed specialist scans. Again today with our other Nola, as always Fabio was amazing and very informative.
Reception team excellent and just overall a calming and comforting place to to bring your pet.

Most helpful caring genuine ever. Helped through the most upsetting and stressful time ever. This 24hr care is the very best you could ever wish for your pet.
Thank You Willows .

Cant thank Lucy enough, very professional and she took such good care of my Blue. Was kept up to date with everything. Very knowledgable, explained everything in great detail on findings so i could understand. Communication was definitley top notch, she would call with updates and i didnt have to chase even though she was swamped with other emergencies and it being Christmas. Helped with aftercare and talked through diet plans. Expensive but 1000% worth it. Thank you Lucy, currently dancing around work. Absolute Angel :-).

Jordanna and the team are amazing, Caring and attentive to our situation.

The willows saved Motos life in 2017 Kirsty Rowe gave us an extra 6 years of having Moto in our life and from that day we haven’t used anywhere other than the willows. Highly recommend them and their excellent service.

Your pets life is worth more here and they value you and your pet.

Referred to Willows nutritionist which was a complete waste of money and time! My dog has stopped eating everything except meat. The nutritionist did not listen to this and continued to tell me she needs a diet low in meat content. Also seemed more concerned with her obesity, which considering condition is going to reduce her life considerably, her obesity will never become an issue. This disappointing consultation was topped off with his recommendation of a multi vitamin which you can apparently only get from America at the cost of £130 per month!!

Show me the money! Clinical care without looking at the dog!

We took my 9 year old Cockapoo to Willows veterinary centre with Canine immune-mediated thrombocytopenia (ITP). This is a common clinical disorder in which platelets are destroyed an auto immune disorder.

When we arrived our dog was happy and wagging his tail, despite being already quite ill - he was happy as always. Upon initial examination and questions about his health and insurance it was decided to check his platelet levels, give him so treatment and we could take him home and continue caring for him.

One hour later we were told his anaemia levels had also dropped so they had to admit him. (Not 100% sure I believe this now)
Over the next 4 days we were sporadically updated on our dogs health, always referring to blood levels infrequently commenting on his general health. He was give a blood transfusion to help him. We were told we would be called, and we tried calling many times to get an update, but the calls were always later than promised or planned. We were not even called after his transfusion to tell us the success!

Finally after 4 days I received a call to tell me his blood results were improving and we had "maxed out" on our insurance, so it was OK for us to collect him. They preferred to keep him one more day, but he was OK for collection. This was the first time money was spoken about since the first consultation. It was really obvious they didn't believe there was much money left in my dog, therefore it was OK to discharge him.

When they brought our dog into the waiting area he almost didn't recognise us. It was clear to us they had ignored the general well being of the dog, they didn't care for the patient - they had the money!

We were given medicines to give to our dog. The tablets came with a discharge letter - when the next dos was due and main side effects, but no instructions: what order should we give the tablets; with food or without; could we remove table from plastic pellet? So difficult to know. Surely some basic leaflets / instructions should have been provided?

Overall I regret taking our dog to The Willows veterinary centre. He went in a happy dog and came out broken, but in their eyes healthy. There was not enough care or attention for the way the dog himself was responding to the treatment...just 100% focus on the clinical results and the money they could take.
Four days later we said our sad and last goodbye to our best friend. I can not help reflect on the final days / week of his life. they would have been so much better at home being cared for.

We had our dog treated at Fitzpatrick referral centre in 2019 - what a different experience. They showed so much care for the dog and gave some treatment free as it took us over our insurance yearly maximum. What a difference!

If you are thinking about taking your pet here - my advice...think long and hard - I don't believe they care for the animal.

Spoke with vet with no pet examination or treatment while we were there cost £465. Told us results from our vet that we already knew & that was it . One of first questions was “how much insurance you got ?”. I’d recommend you look at all review sites about willows as if I had seen what so many others had written I’d of avoided & saved myself time & money & my pets health . Already been investigated by the so called Team ! so why say your interested when the only interest is money don’t bother with the reply because you don’t mean it , it’s just to make it look like you care .

The veterinary surgeon was so kind and very helpful,she was so understanding with everything. We couldn't ask for more from her.Thank you very much.

Was referred here what a joke late seeing us the so called vet had a look over the records sent from our vets that cost us £700 didn't examine the dog ask us if we had got insurance told him no said it would cost £2k to 2.5k and we would get results later in the day as we wanted to get the dog fixed we agreeded then he put is lead on our boy didn't even call is name to show him he was friendly we left and after 5 mins called back to be told they had to many sick dogs in and to come and collect him. what a joke and they class there self as a 5 star outfit then to top it of they send us a bill for £465 for this so called vet to see us as he didn't see the dog what a absolute con they also sent us a letter to pay up or they will send it to a collection Company. they did email us to say they were going to investigate but nothing happened look at there TV programme where a vet was repairing a dogs leg and the screw broke and carried on didn't replace the screw ie the dog was backing again ie another massive bill for is incompetence looking at that I think we had a lucky escape. we have got our dog sorted at a proper vets and was a £1000 cheaper then willows the Rob dogs so anyone reading this and you love your pet don't take it here.unless you don't care and have deep pockets. And willows don't bother replying saying sorry because you are not your reviews are appalling left this review on vethelpdirect as its got all 5 star reviews for this rip off outfit and it's been removed sounds like this is there own review site and answering your reply your investigation team did nothing bit like the vet .

5*care and service - the team we’re all so lovely and caring I honestly cannot fault. Very glad our 13 year old shitzu is back to himself today. Thank you for looking after him last night and making him better