West Mount Vets Ltd
White Lee
Burnley Rd
Mytholmroyd
HX7 5AD

On the date of September 22, 2023, I brought my Bedlington Terrier, Bonnie, for a consultation with Dr. Ed Rowe at the above clinic. The purpose of the consultation was a pregnancy scan and an apparent infection. It is in this context that my concerns arise.

My primary issue pertains to the fees charged for the services provided. Specifically, I was billed £170.09 for the pregnancy scan and £55.02 for 40 x Synulux tablets (50mg). A quick comparison with online veterinary pharmacies revealed that the same quantity of Synulux tablets can be obtained with a prescription for a considerably lower cost of £15.60.

Additionally, my research into the local market rates for pregnancy scans in this area indicates that their charges of £170.09 are nearly three times higher than those of three other local veterinary practices, whose fees range between £60 and £68.50, VAT inclusive. While I understand that veterinary fees can vary, I believe it is essential for a veterinary practice to be transparent about its charges, especially when they significantly exceed the local market rates.

At the time of seeking veterinary care, pet owners are often emotionally distressed and anxious about their beloved animals' health. In such vulnerable moments, it is incumbent upon veterinarians to communicate potential costs up front, providing clients with the information they need to make informed decisions. The lack of transparency in this regard has left me feeling concerned and disappointed.

I respectfully requested that they consider offering a partial refund that would align the charges with the local market rates. Additionally, I suggested that the practice prominently display its basic fee structure, providing clients with a clear understanding of their pricing policies.

During my communication with Sarah, one of their staff members, I expressed my concern about the substantial difference in scan fees. Regrettably, her response was not empathetic; instead, she advised me to seek services at a cheaper veterinary clinic. Following her advice, I chose to transfer Bonnie's medical records to another veterinary practice in Sowerby Bridge by the train station. I can't name on the practice here. Their charges are considerably lower and reputation much higher.

I have submitted a formal customer complaint, and I have received acknowledgment of its receipt. I am currently awaiting the results of their internal investigation. I will provide an update to this review as soon as I receive their response.
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I received a response from the practice manager on 25/10/23. They acknowledge the substance of my complaint and gave me a part refund to bring the cost more in line with the local vet rates.
She also promised to reiterate to the Vets and Veterinary staff the importance of communicating costs to clients.
My suggestion of a displayed price list for all common treatments received no response.
I have since found a more open and transparent Vet practice and moved to them.