Lordship Lane Vets Lomax

[orangebanana]

Just a note to say if you are new to ED I would so hesitate to take your pet to these vets - if you have pet insurance they charge ?12.50 to fill out a claim form - nowhere else in east dulwich / clapham / chelsea or any vet in london charges for insurance forms - why ?? because they make so much money anyway that it would be rude to charge more for the vet nurse to say dog had undergone surgery ie stitches for a haematoma - and then provide a stamp - the vet nurse must be earning ?120 an hour.

That aside the vet surgery is run by a grumpy scruffy nurse/ receptionist / who really should learn to have some beside manner - Tom is good - however the lady we saw grunted took money and could'nt comment -i even said youve made ?300 out of me and then to charge ?12.50 to fill out 4 lines on a claim form would mean they wouldnt have me coming back again - she didnt care - sadly old grumpy again and no idea about customer service -not a good experience - friend has now recommended neighbourhood vet at the end of Barry road - it wont take much to better the lordship lane vets - DONT GO THERE PLS RUDE RUDE RUDE

[amandam06]

I have been going to this vets for many years and have never encountered any sort of grumpiness! They have always been friendly and professional and I would not hesitate to recommend them.

[LadyNorwood]

orangebanana Wrote:

-------------------------------------------------------

> Just a note to say if you are new to ED I would so

> hesitate to take your pet to these vets - if you

> have pet insurance they charge ?12.50 to fill out

> a claim form - nowhere else in east dulwich /

> clapham / chelsea or any vet in london charges

> for insurance forms - why ?? because they make so

> much money anyway that it would be rude to charge

> more for the vet nurse to say dog had undergone

> surgery ie stitches for a haematoma - and then

> provide a stamp - the vet nurse must be earning

> ?120 an hour.

> That aside the vet surgery is run by a grumpy

> scruffy nurse/ receptionist / who really should

> learn to have some beside manner - Tom is good -

> however the lady we saw grunted took money and

> could'nt comment -i even said youve made ?300 out

> of me and then to charge ?12.50 to fill out 4

> lines on a claim form would mean they wouldnt have

> me coming back again - she didnt care - sadly old

> grumpy again and no idea about customer service

> -not a good experience - friend has now

> recommended neighbourhood vet at the end of Barry

> road - it wont take much to better the lordship

> lane vets - DONT GO THERE PLS RUDE RUDE RUDE

You've put this on the Business section as well so I will add my response - Lordship Lane Vets are wonderful - they are professional, courteous, kind and caring; they didn't charge me to fill in an insurance form - they took such wonderful care of my cat when she was poorly....

[Zebedee Tring]

I agree. We have been with LL Vets and their predecessor for over 25 years and they have always taken very good care of our cats.

[steveo]

They aren't called Lomax

[Andrew1011]

I stopped using this vet just after Mr Lomax retired and it changed hands. Very happy with my current vet and never looked back. I wonder if it's the same grumpy woman who caused my decision to move elsewhere?

Up to that point, which quite closely followed a bit of a run in with one of the vets, I'd been quite happy with their customer service too.

[goosey-goosey]

We had the same experience as Andrew 1011, though that was years ago.

[melbourne groover]

We are there (very) regularly and even though my cat can be (due to illness and too many visits for her liking) very tricky, they are unfailingly nice, kind and helpful. I haven't been charged for the form filling and we've had a few!

[orangebanana]

-- moved topic --

[JimH]

I have been using this vet for many years and never had a problem with them, certainly never a grumpy or rude nurse. ?12.50 for a form being signed is a little steep but thankfully have not been in that situation. I do not know if this is the case in this situation but just because someone is not all cheery and super-welcoming when you walk in does not mean that they are not necessarily being professional.

[lordshiplanevets]

Good afternoon,

Yes we do make a small charge of ?12 for dealing with insurance claims. We have phoned several local practices this morning and the average local charge for this service is ?12.50, with some being a lot more.

We encourage our clients to have their pets insured so that together we can make the best choice of treatment for their pets but the paperwork we become embroiled in is tiresome. As well as completing the forms, we send them to the insurance companies, keep numerous copies and deal with the many difficulties the companies throw at us and our clients. If we were making ?200 per hour dealing with claim forms then we would be very happy!

I myself, the owner of the practice, went to speak to this client about why we have a charge but she was so angry that she left without a conversation. It was a shame as we had performed successful surgery on her little dog. However she has only visited us 3 times and from the medical history we see she has used other vets in the past so we left it there.

We are very passionate about pets being part of their families and treat them as we would our own. We aim to make our client service the best and are always disappointed if we believe we have made someone unhappy. We have many wonderful clients and are very encouraged by the kind, positive comments posted on this thread.

[Lollipop]

I am really surprised at this post - I have been going to this vets for years and I think it has been totally transformed since Julia took over. They dealt compassionately with me and my two previous dogs who had to be put down due to a very short age-related illnesses. They are kind and caring and my dogs LOVE them - many nights they insist on walking past the vets to see if they are open so they can say hello. I am often there without any appointment as a result and have never experienced anything other than friendliness from reception.

There have been occasions when I have questioned the treatment (one of my cats had an operation that did not cure his condition first time around), but we discussed these calmly and came to a joint decision on how to go forward. And as for the fee - Julia is currently trying to help me with an insurance claim that was rejected and I am sure the ?12 has not covered the time she has put in.

I can honestly say that if my doctors would/could provide the same level of service and care that LL vets does, I would be very happy indeed!! But that's a subject for another thread though....

[Growlybear]

Good heavens - if you think the current reception staff are rude, you're fortunate you didn't come across the woman who left a year or so ago. Now she really had perfected the meaning of the word rude! I had been a long term customer at the practice for around 35 years, but after a couple of experiences with her, I took my cats elsewhere until I heard that she had left.

[NewWave]

We take our cat to Lordship lane and have found the vets very gentle and caring.

They have really good opening hours and are very happy with them.

If you think their reception staff are rude you should go to my GP's surgery...their reception could do courses in rudeness and grumpiness.

[timwed]

I stopped using these guys as well.. Final straw was picking up cats ashes to

Find the receptionist had a coffee cup on the box containing them... Now with hankinsons and couldn't be happier

They care and wouldn't dream of charging to fill out an insurance claim form

[orangebanana]

lordshiplanevets Wrote:

-------------------------------------------------------

> Good afternoon,

> Yes we do make a small charge of ?12 for dealing

> with insurance claims. We have phoned several

> local practices this morning and the average local

> charge for this service is ?12.50, with some being

> a lot more.

> We encourage our clients to have their pets

> insured so that together we can make the best

> choice of treatment for their pets but the

> paperwork we become embroiled in is tiresome. As

> well as completing the forms, we send them to the

> insurance companies, keep numerous copies and deal

> with the many difficulties the companies throw at

> us and our clients. If we were making ?200 per

> hour dealing with claim forms then we would be

> very happy!

> I myself, the owner of the practice, went to speak

> to this client about why we have a charge but she

> was so angry that she left without a conversation.

> It was a shame as we had performed successful

> surgery on her little dog. However she has only

> visited us 3 times and from the medical history we

> see she has used other vets in the past so we left

> it there.

> We are very passionate about pets being part of

> their families and treat them as we would our own.

> We aim to make our client service the best and are

> always disappointed if we believe we have made

> someone unhappy. We have many wonderful clients

> and are very encouraged by the kind, positive

> comments posted on this thread.

Good Morning - Thanks for the reply Lordship Lane Vets and only now I realize I was speaking to the owner ? it?s a shame you didn?t have the time to introduce yourself? nor the time to understand from your colleagues that this was the 4th conversation I had regarding this fee. I think most people get cross when you have to repeat request things 4 times over a period of 2 weeks and still not get an answer? and indeed you and I had a conversation I said for the sake of ?12.50 to fill out of a form - you were happy to lose my custom? I also said that Neighbourhood vets didn't charge and you replied that their fees are higher and walked away - I duly paid the fee and waited for the piece of paper.

I am not denying that my dog was well looked after ? one should expect that shouldn't one?! I'm just appalled at the receptions staff lack of complacency which clearly reflects on you the owner and your own rudeness. Firstly introduce yourself ? understand the reason why i'm upset (4 conversations later), maybe ask me to talk somewhere in private (great for you that a waiting room has to hear ) and be less arrogant ? happy to lose business than to understand fully the issue ? as you pointed out i'm clearly not loyal enough client to warrant a discussion ? yes we have a vet in Kent too. Furthermore you could privately PM me on this forum if you actually cared about your clients.

You have called several local practices ? really so did I and they all were in shock that you charged to fill out a form- here goes:

The Neighbourhood Vet Barry Rd ? no charge

AM Robson - Peckham - no charge

Paxton Vets - S Norwood Gipsy Hill - no charge

David Cuffe Associates Clapham - no charge

Stone Lion Vets Wimbledon ? no charge

Interestingly Lady Norwood has replied to this thread and said she wasn't charged ? - seems like you are selective based on loyalty to the firm?

Other than yourselves I cannot find a local vet that charges-

Naturally based on this I would be bonkers to return to you and can only hope you react positively to this thread and give a little more consideration and less arrogance to your customers who have been with you less than 14 months.

[Zebedee Tring]

IMHO this conversation should continue as a private message exchange, since orangebanana clearly has a grievance about this practice that is not shared by other posters.

[Mustard]

This is mostly about the charge for the form filling, so why should it be done by private message?

[orangebanana]

Thanks Mustard - indeed I am just warning the community that I had a bad experience with Lordship Lane Vets aswell as another poster 'timwed' poor chap - putting a coffee mug and their beloved pets ashes- not what I would call caring? - in all fairness I think it helps to announce these events in the hope that they reflect on their attitude.

In answer to Zebedee Tring I have openly asked Lordship Lane vets to contact me directly via PM however they have not! showing exactly the attitude Im portraying in my post - furthermore if you read the whole thread there are other posters that are not happy with them.

[shelby]

I have been going to Lordship Lane Vets for years and are more than happy with the expert care of my cats. They are always so kind. There are a lot of staff as they are open such long hours for the convenience of their working clients, and I guess not everybody can be perfect all of the time but I think they manage it very well. This post has really upset me as it is such a small criticism - a ?12 charge for paperwork. They have helped me with a difficult insurance company. My doctor's surgery charges a minimum of ?10 for anything. For interests sake I rung eight other local vets. Five charge for this service. Neighbourhood - ?22.50 Streatham - ?25 Goddards -?25 Eden Park - ?7.50 Tender Paws - ?10 Three didn't charge. Of course Lordship Lane Vets are very good value and it is the total package - care and cost that needs to be considered, and not just one charge. My cat had a dental procedure for less than ?300 and my friend paid nearly ?600 for the same thing. The person complaining is registered at other vets so maybe they are not happy anywhere. What about the care of her dog as I see the surgery was successful and I wonder what they would have paid elsewhere. No-one there is arrogant. Julia and the other vets are lovely and the receptionists are always helpful.

[Otta]

orangebanana Wrote:

-------------------------------------------------------

> RUDE RUDE RUDE

Says the person that wrote

> a grumpy scruffy nurse/ receptionist

Seems pretty rude to me.

[Otta]

timwed Wrote:

-------------------------------------------------------

> Final straw was picking up cats ashes to Find the receptionist had a coffee cup on the box containing them...

I don't imagine the cat was particularly bothered.

[bornagain]

orangebanana Wrote:

-------------------------------------------------------

> I am not denying that my dog was well looked after

So... your dog was satisfactorily treated. You were just cross about the ?12.50 admin charge for the form filling. If you talked to the receptionist/vet whoever in the tone of your post then I would imagine that you would not have got much joy.

[Zebedee Tring]

As a matter of interest, orangebanana, how many vets have you tried in the last 2-3 years and what was your relationship with them?

[fuzzyboots]

We are v happy with LL vet practice. Always had good, friendly and rapid service from them.

Vets are running businesses, they are not charities. Makes you realise quite how much the NHS would cost if we actually paid what it costs when we use the services!