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Poor and unpleasant service, lack of response to complaint

1.8
Very disappointed and upset with our treatment by Medivet Hendon and Medivet as an organisation. Our cat was unwell in Feb 2020, fortunately after a two day stay which seemed to consist of a set of tests and no real diagnosis she seemed to recover and came home. So far so good. The clinical care appears to have been ok. Their admin team offered to deal directly with the insurers and took payment on the first day for the excess and the co-pay. They then tried to take this payment again!. We did not hear anything more until July 2020 (5 months later!!!), we received a letter with no supporting information, claiming we owed them further funds. A week later we received a further unpleasant letter threatening to pass the matter to their collections team. Still no supporting information. I contacted them and managed to obtain invoices and account information such that I was able to pay. I asked to make a formal complaint regarding their lack of transparency and their tone. I received nothing from them. I escalated to Medivet regional, and received nothing from them either. Overall they are unprofessional and incompetent in how they run their service delivery (I hope and believe their clinical care is ok). They are of course over-priced. but that goes without saying. Save yourself an unpleasant experience, find a non-medivet practise.

User's recommendation: Save yourself an unpleasant experience, find a non-medivet practise.

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#2122463 Review #2122463 is a subjective opinion of poster.
Location
London, England
Pros
  • 24 hour
Cons
  • Awful customer service

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