Vets4Pets Basildon

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Always pleasant visiting here

I waited 45 minutes to be seen with no apology. This is not the first time either

Well trained personal.

Thurston was absolutely brilliant in helping out Camomile. He knew exactly what he was talking about and he helped in any way he could. He was perfect at calming us as owners and camomile as a pet, he let us know every step of the way what was going on, what he was doing and why. The rest of the staff were lovely as well especially the girl who let us out. I would definitely recommend here for anyone who wants top care for their pets

Lack of Professionalism at Reception During Emergency Visit!!! Very disappointed with how emergency situations are triaged at this practice. On a previous visit, 3 weeks ago, I had to wait an additional 40 minutes past my appointment time while my cat had a fever, paw inflammation, and had not eaten for two days. This was NOT a routine visit — it was clearly urgent. What was most concerning is that the receptionist/administrative staff appeared to decide, without properly checking or asking further clinical questions, that my cat could simply wait. No one reassessed his condition during the delay. I had to go to reception twice to ask about my appointment, and both times I was told to continue waiting. The attitude felt dismissive and, frankly, bothered by my concern. When you bring in a sick pet showing signs like fever , a paw that has doubled in size and not eating for two days, you are already stressed and worried. The last thing you expect is to feel like you are inconveniencing the front desk by asking about your delayed appointment. I understand emergencies can cause delays, but communication, empathy, and proper triage are essential in a veterinary practice. That was lacking here. Very upsetting experience.

Absolutely unacceptable experience! While dealing with a sick cat who had been lethargic and not eating for two days, instead of support I was met with assumptions and resistance from the finance team and receptionist. They refused to contact my insurance company because they decided on their own that this might be a pre-existing condition. My cat’s previous issue was pneumonia with fever and sudden vomiting of blood. This episode was completely different — no vomiting, no coughing, just lethargy and loss of appetite. What makes this even more concerning is that the first time, the diagnosis was not clearly established, and this second time they were again unable to provide a clear diagnosis — yet they were confident enough to suggest both situations are “similar” for insurance purposes. How can two undiagnosed episodes with very different symptoms suddenly be considered the same condition? The vet himself confirmed over the phone that the two presentations are not similar and said she would discuss this with the team. However, this was not followed through or taken into consideration. Because I work full-time, I can only attend after work, around 8pm — at which point the insurance/finance team is no longer available. I had no choice but to agree to an Omniport payment plan. Once the payment was secured, it felt like the willingness to help completely disappeared. That said, I want to be fair: the doctors themselves were professional and treated my cat’s symptoms effectively despite not having a definitive diagnosis. My concern is strictly with the administrative / finance / reception handling of the insurance matter. It is extremely distressing to be in an emergency situation with your pet and feel that administrative assumptions matter more than medical clarity or client support. Not everyone has prior experience navigating insurance during a crisis, and clients should not be left feeling dismissed at such vulnerable moments. Very disappointed in the lack of professionalism, communication, and empathy.