Moy Vets Thornton

I needed emergency advice about whether it was time to say goodbye to my 14-year old chocolate Labrador. To begin with, I could not get through to the emergency vet on my first attempt and had to try again later. When I got through, the girl I first spoke to appeared sympathetic; my dog had developed diarrhoea and as she cannot move without help and as she finds it stressful getting in and out of cars, I needed a vet to come out to assess her. After consulting with the vets / her supervisor, the girl rang back to say that unfortunately, they could not help as there were lots of emergencies and they were short-staffed, also that an out-of-hours call could be arranged after 7pm but this would be very expensive. At this stage, I became uncharacteristically upset and stressed at the prospect of getting no help in what was a terrible situation at home, resulting in the girl passing me on to her supervisor/ a vet, I’m not sure which. That person reiterated that they were too busy to help, referred to money and the fact that they hadn’t even had a lunch break yet. Irrelevant facts and just what I needed to hear in my anxious state. I then tried another vets who could not help either, so I had no choice but to call Moys back with a view to arranging an out-of-hours call-out. I spoke to Leanne who though couldn’t help, was very sympathetic/ empathetic and even tried calling other local vets on my behalf, unfortunately without success. She did, however, provide a useful contact number for future reference. She was the only positive thing throughout the whole of today’s sorry affair. She was very professional but even so, did not repair the damage already done. I am left shocked and extremely disappointed after today’s experience with Moys - Leanne aside - and am left with the overall impression of a money-making, unfeeling business, who have left me in a heartbreaking situation at home, as I really don’t know what to do now. I will not be using this business again.

Staff are always friendly and helpful. Nurses and vets are wonderful. Plenty of parking.

Total understanding and empathy in a very sad emergency for our family. Caring considerate vet and nurse.

Friendly and welcoming vets surgery. Clean environment and very helpful staff. Lots of doggy cuddles for a nervous pup.

I cannot recommend Moy Vets highly enough. They are the complete package. The addition of 24 hours access to a vet and nurses on duty all day, every day, makes them, in my opinion, the best practice in the area. They also arrange for a cardiologist to come and see one of my dogs, which saves me having to travel out of the area. I wouldn't take my pets anywhere else.

Absolutely brilliant,saw us straight away and couldn't be more helpful. Definitely taking Bentley to them in the future if needed

Really disappointed since Norcross has changed to Moy vets. We brought our cat in as his toe/nail was bleeding and torn and we couldn't tell what had happened. They didn't know either and gave us some antiinflammatory meds. Then when we took him back, they wanted to do an x-ray for £550!!! Just an x-ray of his foot!! They also took him in the back out of our sight for 10 mins where they explained they have been trying to 'pull' at the root. But couldn't see what was going on because it was bleeding. My cat was distressed. We decided to register him at Andrew Mellors for a second opinion. What a difference. We then found out it was actually the bone that they were pulling at and thought it was the root. And he knew the issue straight away. My cat has a benign tumor and will need his toe removing. It will cost £570 for the procedure which says a lot when Moy vets wanting £550 just for an x-ray and then no doubt more after that. So glad we decided to get a second opinion and will no longer be returning to Moy vets. It's all just a money grab for them.

Moy Vets!! What can I say that won’t make me angry and frustrated when discussing the management running this practice. My dog needs treatment and they were more concerned that I could not pay £75 for several days. Here is the background. My dog had a lump on her ear that required draining. We called several days ago to be told it’s not life threatening and as such I went to the practice on Monday and asked about the pricing and procedure for my dog and it was obvious that I had the appropriate cover through the insurance. By Wednesday (yesterday) my dog was in serious distress and the lump was horribly inflamed, my dog was off her food, and she was starting to become over exerted when doing an activity. Taking her to Moys they agreed it needed to be seen quickly and booked me in for that afternoon. The procedure was undertaken and the vet highlighted that there was a high probability that the lump would return within hours (which it did) and to come back on Friday (tomorrow) to continue the treatment but with an expectation that surgery would be required. I was passed medication and I left the treatment room and presented myself at the reception. This is where the fun began. I was told that the treatment did.not go over the £250 excess and there I would need to pay the full costs. I told them I couldn’t pay the full amount, that Moys had confirmed that the insurance was valid, and that further the vet was advising further treatment (eg surgery), therefore why was I paying the full treatment when the treatment was not complete! The receptionist was helpful however the ‘clinical manager’ was not. After making me feel belittled and frustrated this person then used emotional blackmail by telling me that if I can not pay then she wanted the medication back, despite me assuring her that I was back there on Friday and I could pay the excess but I was not paying for one treatment when the vet had clearly outlined that there was a high likelihood of surgery. Well you may think so what… however disgusted with the individual at Moys we sought a new vet today. However, moys will not release the history to another vet until they receive £200 from us dispite assuring my partner that that would not block us seeking treatment. Now the new vet can not treat my dog through the insurance as they are not able to confirm the medical history. (Eg is this a known condition) So as I see it right now, 23 hrs after the procedure (draining the blood away), as the vet highlighted, the ear has filled up again and my dog is still suffering, in distress, and moys are facilitating this suffering by not releasing the dogs full history to the proposed new vet. allowing me to take my dog to another vet! I will be pursuing this with the RCVS and making my disgust known regarding the attitude and ability for a practice to let a dog suffer in this way!

Always friendly, always supportive. My dog required urgent surgery at the end of last year. It was scary and she was very poorly. The staff looked after us as much as her and helped contact the insurance as my brain didn't function. Fortunately, all went well, and when we went back for routine jabs for the cat there was genuine care and interest about how my dog was recovering. So friendly and professional