Lordship Lane Vets Lomax

[LadyNorwood]

orangebanana Wrote:

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> 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.

It was a long time ago when I wasn't charged. That aside I wouldn't take my animals anywhere else (I now have a monthly payment plan with LLV so routine treatments are covered).

Incidentally I rang Paxton vets for an appointment to have my cat micro-chipped, neutered and generally MOTd and am still waiting for that appointment 14 years later. LLV gave me an appt straightaway and I've never looked back. They would even board my cat when she became too infirm to take to a cattery..... I hope your dog is well now.

[kudo2]

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[Andrew1011]

LadyNorwood Wrote:

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> Incidentally I rang Paxton vets for an appointment

> to have my cat micro-chipped, neutered and

> generally MOTd and am still waiting for that

> appointment 14 years later.

I think we've established that vets and their reception/other staff (and indeed any businesses, including GP surgeries) can change - for better or worse - over time, especially over 14 years.

[carov]

Hi,

I've been trying to get on the Lordship Lane Vets website to no avail (message comes up saying the site is not secure). Could anyone tell me if Julia Harper still works there please? She has come up on the British Hen Welfare Trust website as a hen friendly vet so I would like to give them a ring first thing tomorrow to arrange an appointment for my little hen if she there but no idea what time they open.

Many thanks

[singalto]

Why not ring them? I?m pretty sure they are open on Sunday morning..