Willows Veterinary Centre & Referral Service - Solihull Reviews 332

Absolutely Shameful! I brought my Shih tzu to them as an emergency. Following tests they told me she had one solid mass, they suggested scans with contrast which they said would show if she had it anywhere else. Following scans, I was assured it was worth putting her through surgery to remove as the cancer was contained to this one solid mass and she would have a good standard of living following surgery..she went through absolute hell and died the most awful painful way within two weeks..postmortem showed she had it everywhere! There is so much more to this story that I could write but I’m hoping that will all follow when it goes public. Copies of the telephone calls and notes showed staff notes saying ‘owners are up for it’ money not an issue. Willows are all about the money, the last price I had from them stated no more than £9000, yet I was charged £11,000 by debit card and they tried to claim another £4000 from her insurance company which I stopped. I have since had to deal with court proceedings chasing the money and now apparently owe them over £6000! With costs and interest. They are both ruthless and relentless. I am now in the process of making this case public as I have spoken to others who have had similar experiences where it is apparent they are only interested in the money, one of which was told her dog needed surgery by a surgeon based in Norway! They quoted thousands, when she told them she couldn’t do that they miraculously had a surgeon onsite who could do it for a fraction of the cost. I have proof of all of this yet unfortunately the courts aren’t interested in any of that which is why I am in this situation 3 years later. I won’t stop..I will find a way of stopping this from happening to others and making people aware of what they are dealing with. Shame on you Willows! I can’t wait for this to become public and you are exposed.
Regarding your response, if you took the time to read through the notes and court papers you would see that they are very clearly stated. There is paperwork to back up every word, which I hope you will see in print very soon.

Been absolutly brilliant in helping our dog

Absolutely outstanding service and compassion from Mark and the amazing Willows team yesterday. Your assistance, professionalism and dedication shone through at every hurdle, and although Daisie's medical journey is just starting, Ive every confidence that she could be in no better hands than yours. Thank you Mark, for all you do, what a genuine truly inspirational soul you truly are. Thankyou for your ongoing care for little Daisie....Rachel xx

The staff were exceptional with the care they gave to our dog. He went in with a blockage in stomach, during the weekend and had surgery and a couple of nights of care. They kept us informed with phone calls, throughout the whole process and the after care was amazing. Very friendly, helpful, reassuring and caring staff. Thank you for helping our boy.

Our Border Collie had a spinal cord injury which meant one of his back legs wasn’t functioning. It was a very emotional time for us but the caring and professional nature of all the staff really helped to calm the situation and give us the confidence that he would be very well cared for and recover. He stayed at The Willows for a week with extensive physio and hydrotherapy. We were allowed to visit. During his time there he really settled well and progressed. We will be returning for more treatment.

We were very pleased with the service and advise that we were given when taking our dog to see the specialist. With him needing a minor procedure we were given options which were explained in detail. Procedure was done on the same day and he was taken home later that day with all after care explained in detail with a contact number provided if any problems arose.

Not cheap but you saved our little dog Sam and can’t thank you all enough. Amazing!

I cannot be more thankful to the amazing vet who saved my cat and her babies last night. Along with that I was given so much reassurance, lots of check ins and didn’t feel rushed for a second. I think this was the best veterinary experience I’ve ever had

Took my cat for an out-of-hours emergency as it was closer. Charged £290—higher than their standard emergency fee—which wasn't mentioned when I booked. The vet didn't properly clean or assess the wound. Got home, cleaned it myself, and took him to my usual vet the days after and they did a much better job. Complete waste of money and my cat's time. Would not recommend

Willows has yet again been an exceptional experience, this team really know how to deal with difficult situations in a calm and professional way, asking to be referred here was the best thing we could have done, thank you to the entire team

All the staff, from the receptionist answering the phones to each individual we met especially the vets and attending staff were all phenomenal. Kindness and care when explaining clearly next steps and gentleness shown to our boy and us. At such an emotional time they were all professional and caring. Thank you from the bottom of our hearts, your phenomenal care in our cats last moments allowing him to rest well will be remembered.

What a fantastic place. Service,staff,everything is top drawer. Took my dachshund in for an MRI in the morning and by the afternoon she’d had her operation and was on the road to her recovery. I can’t fault The Willows.👏👏👏👏👏👏👏

We were referred to Willows for a CT scan on our dog that led to him needing emergency surgery.
From start to finish, the staff were friendly, helpful and very knowledgeable. They weren't pushy with anything and took their time to explain what was going on and what our options were.
Our dog is not the friendliest customer, but they cared for him brilliantly and went over and above to help us.

From arrival at the reception desk at Willows I cannot fault the care that has been shown to my rescue dachshund Arnold. Dr Tom was fantastic with him & very thorough in explaining the situation to me & the procedure required. He phoned after the operation when he said he would & each morning while Arnold was in the hospital. All the staff are so helpful, knowledgeable & on hand to give advice & support. I cannot thank them enough.

The care our boy got from toby and his team were excellent

My dog has a complicated condition we are trying to manage with medication. There has been some challenges along the way but the vet has been extremely receptive when I have queries via email which has really helped.

I Can not speak highly enough of the service we received when coco was admitted to Willows. Kirsty and Lucy were brilliant in both the care they offered and the clarity of the information we were provided during her stay. Thank you to everyone at Willows that helped.

The facilities themselves are impressive - immaculately clean and with the calm atmosphere of a private hospital. However, what makes this place so special is the absolute professionalism and top quality service from the team of staff. Both my dog and I were treated with such care - by the vet (Tom) whose reassuring manner and knowledge helped in our crisis; by the vet nurses (especially Jo); by the physio and by the reception team. In times of distress we need to know people will ring when they say they will ring and to know your pet is in expert and safe hands and this has definitely been my experience at The Willows.

We were referred to Willows by an emergency vet service after our puppy got hit by a vehicle and severely injured one forepaw. She was hospitalised at Willows for two weeks and is receiving regular ongoing outpatient care to support her recovery. Our experience with the vets has been first class. During her hospitalisation we received daily calls to update us in detail on her condition and to talk us through the options available. The staff were upfront about costs. It was a distressing time but the vets took their time to explain complex procedures to us and we felt our dog was receiving the best possible care from vets who are experts in their respective fields. Whenever we visited we found her happy with her handlers, and even now whenever we go in for outpatient appointments she is very happy to see the vets and handlers, which makes us feel she is in good hands. We continue to receive support by phone and email now she is home, which is reassuring.
Our experience of the reception staff had generally been excellent (particularly their kind and compassionate approach when we arrived with our newly injured pup for the very first time). We have had two occasions when something has gone awry when checking in for appointments and we've had long waits before realising that the message hadn't got through that we had arrived. But that has been a rare exception. We would highly recommend Willows to others whose pets need specialist care.

Excellent service by caring and competent professionals. My kitten was admitted for neutering, blood test and microchip. Vet Noella explained everything clearly and was reassuring. The vet nurses are thorough and caring, looked after her very well and explained post op care to take at home. Receptionist handled insurance claim. Excellent service all round, happy kitten and happy me. Well done and thank you 🤗😻