Vets Now (Staines) – Vets in Staines
Clinic Overview
Vets Now is part of the Vets Now emergency-vet group (the website describes 60+ UK locations) and is set up for out-of-hours and urgent presentations when daytime practices are closed, with emergency care also offered via video consultations. Reviews describe a triage-style service where some pets are seen very quickly (including being seen “immediately” on Christmas Day), and cases that sometimes involve overnight hospitalisation. Several owners also mention the clinic sending medical notes on to their regular vet after the visit.
Feedback is mixed: some owners report clear communication and rapid symptom relief after treatment (for example, pain medication helping a dog feel better), while others describe concerns about high costs and alleged misdiagnosis, plus frustration about payment-chasing communications.
Services
Based on the website summary and the written reviews available
- •Emergency pet care and out-of-hours support when host practices are closed (evenings/weekends/bank holidays, as described on the website).
- •Video consultations (website).
- •Triage/urgent assessment for walk-in emergencies (owners describe being seen quickly even when it was busy).
- •In-clinic investigations and treatment mentioned in reviews, including
- •Ultrasound and blood tests (mentioned in a complaint about a missed finding)
- •Pain relief and anti-sickness injection
- •Respiratory emergency care (owners describe “severe respiratory issues” being managed by multiple vet practitioners)
- •Overnight stay/hospitalisation (for example, a rabbit kept overnight; a dog kept for one night).
- •Sending medical notes to a pet’s regular vet after the emergency visit (multiple owners mention this).
Pricing
Explicit prices mentioned in reviews include
- •£347 “to see the vet” (out-of-hours consultation fee mentioned by one cat owner).
- •Total cost of £452 for about half an hour (same review; included injections/medication per the owner).
- •Inpatient “stay/keep” charged as £113 per unit (one owner says they were charged two lots of £113 during an overnight stay).
- •A total bill “around £1200” for an overnight rabbit case (owner-reported).
People
No individual staff names were provided in the reviews we have, but owners describe
- •A “lovely and reassuring” vet who explained things and provided pain relief that helped a dog feel better.
- •A shift team approach in at least one emergency: an owner with a dog in respiratory distress said “all 3 vet practitioners on shift went into action,” while keeping the owner informed step-by-step.
- •Communication is a repeated point of contrast: some owners call it “effective and thorough,” while others describe “terrible customer service” and concerns about impersonal or templated responses.
Reviews
Google rating: 3.7 stars from 263 reviews. “”
- •Speed/availability for emergencies: multiple owners say they were seen quickly, including immediate attention on Christmas Day.
- •Clear updates in some urgent cases: owners describe being kept informed “every step of the way,” and notes being sent to their regular vet after treatment.
- •Cost concerns are common and specific: several reviews call the service expensive, with some disputing particular charges (for example, being charged twice for “stay/keep” during one overnight period).
- •Clinical concerns raised by some owners: a few reviews allege misdiagnosis despite investigations (including ultrasound/blood tests), with one describing serious consequences.
- •Billing and follow-up communications: at least one owner reports receiving emails/texts/letters warning about debt collection shortly after the visit or during an ongoing dispute/investigation.
Animals Treated at Vets Now (Staines)
Animals We Treat
Companion Animals
Opening Hours – Vets Now (Staines)
Opening Hours
Hours
Reviews for Vets Now (Staines)
Note: Showing the 5 most recent Google reviews out of 263 we track in total. Recent reviews may not be representative of overall sentiment.
Tracey Bilbie
in the last week
Lovely vet who took my rabbit in for treatment as he wasn't eating and not moving. They kept him overnight for treatment and we collected him the next day and had to take him to our own vet as when we got home he just flopped down and looked awful. I couldn't afford another night with Vets Now as no insurance because we found him abandoned in a car park. Tried to get him in a rabbit shelter but they all said they were full so we looked after him. Was disappointed that the vets charged 2 lots of stay at £113 each when he stayed in the same accommodation. Our bill came to around £1200.00. We love this little rabbit so paid it but couldn't afford for him to stay any longer. Think that charging twice for his keep was too much
Amanda Dunworth
in the last week
Terrible customer service
Beverley Jakins
a week ago
Very happy with Mollys care, thank you so soooo much...
keith evans
2 weeks ago
Great team and saw us immediately on Christmas Day!! Thank you
Diego Calvanese
3 weeks ago
Absolutely do not visit this establishment, they are a predatory business who pray on the pain of pets and owners and rile animal up just to sell you more medicine, while laughing. Go to your local vet instead of this disgusting money hungry place... DO NOT VISIT NO MATTER WHAT.
Zadie Waterman
a week ago
Terrible experience at this emergency vets. My poor dog had a 1 night stay here after being poorly miss diagonsed due to their investigations. This led to one night being in their care recieving the wrong care when she should have been put to sleep with her family. Upon their request the next morning I took my dog to my normal vets with the whole hospital notes and their request for her to be spaded for my vets to find a mass in her liver the size of a grapefruit which was frightfully missed by the vet at the emergency vet even after an ultrasound, blood tests etc. I had to make the decision to let my baby be put to sleep during what I thought would be a routine operation all due to the huge mistake and miss diaognosis made at this emergency vets. I never got to say a proper goodbye and she did not get the proper goodbye she deserved. My normal vets made a complaint to this vets on how unprofessional and scary this miss diagnosis was & I have now opened an investigation into my dogs case with this vets as the bill I had recieved the morning of my dogs passing is utterly ridiculous considering none of the care would have been needed if they had just done their job correctly in the first place. I am now left with unnecessary vet bills at my normal vets for an operation which was never needed and an enormous bill for the overnight stay at this vets which was never needed for my poor baby. I am investigating this massive mistake with this emergency vets, only to find they did not keep any of the ultrasound photos or videos which made them lead to the miss diagnosis and miss the shocking mass tumour, which is against the RCVS code of professional conduct as a clients records should always be kept. During this investigation I have recieved many debt collectors letters in the post from this company during the open investigation, with the company giving me responses around 30 days at the time of any email I have sent. I would NOT recommend this emergency vets to anybody. They do not care for proper care of your animals , they only care about your wallet.
Marcus platts
a week ago
Visited Vets Now in Staines out of hours,£347 to see the vet,my cat was misdiagnosed, he got anti sickness jab some pain relief, now it turns out he has a cold, total costs £452 for half hour and I paid £200 that night,and agreed to pay the rest the following week,we'll in that week I got emailed, texts,and 2 letters saying if I don't call them it will be passed to a debt collectors! Also if you read the reviews their response isn't personal, from what I can see they have 2 or 3 replies which they just add your name at the beginning. This feels unfair.
Kirsten Goddard
2 weeks ago
I was seen quickly. The vet was lovely and reassuring. My dog Penny started feeling better once we got some pain meds in her, it was such a relief! Excellent service and fabulous vet!
Suzanne G
3 months ago
EXCELLENT SERVICE from Vets Now..Following an Emergency visit with my Chichuahua Foxy with severe Resparitory issues.All 3 Vet practitioners on shift went into Action on working on my pet while supporting and keeping myself informed Foxys progress every step of the way ...making my Endearing visit feel like Foxy is in safe hands...Also giving Follow on advice and sending medical notes to my Regular Vet..Also Reasonable charges for the nature of my pets issues..Thats what I call EXCELLENT and GENUINE care and service..I also did a TRUST PILOT REVIEW for VETS NOW ...Kind Regards Suzanne and Foxy.
Mona Pope
3 months ago
Had to take our dog to this unit as it was a weekend and our vet was closed. We've never used them before, but the service was exemplary. It was extremely busy throughout the day but their triage system and customer service were high quality. It left the impression that everything was under control. Communication was very effective and thorough. Yes being an emergency visit it was expensive but what can you do?, dog needed to be seen and treated. Money well spent and hopefully insurance will reimburse. I would definitely use them again if needed.
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