Goddard Veterinary Group Tottenham-Tottenham

I could not find an email address so here we are, public and loud. I have major concerns regarding the service I received at your Tottenham branch during and after the appointment for my two cats, Varjak and Leo, on 16th September 2024. I expect this complaint to be taken seriously, as the communication issues and misinformation I encountered could have jeopardized the health of my pets. On 16th September, both Varjak and Leo attended their appointments. Varjak received his first vaccine, flea treatment, and worm medicine. Leo also received a vaccine and Advocate topical flea treatment as both cats needed synchronized treatments due to Varjak having fleas. I was also provided with a prescription for Leo’s Bravecto Flea and Worm Treatment to continue ordering online. Everything was paid for on the day. However, when I reached out on 2nd October 2024 via your WhatsApp non-emergency service to clarify two basic queries—confirming their next due dates for flea and worm treatments and resolving an unexpected outstanding balance of £16—I encountered significant issues: Inconsistent and Incorrect Information: Initially, I was told that both cats were due for flea treatments immediately, which was incorrect for Leo, who was treated with Bravecto Plus, which is administered every 12 weeks. This inconsistency was highly concerning and could have led to overdosing my pet, had I not cross-checked. Furthermore, the prescription was wrongly stated to cover fleas only, when it indeed covers both flea and worm, a fact the receptionist later confirmed over the phone. Misleading Financial Information and Excuses: I was informed about an outstanding balance of £16 for Leo’s prescription, which was supposedly not charged during the appointment. When I questioned this, I was told it was because "the girl who took the payment was part-time staff," which frankly is not my responsibility as a paying customer. If your staff can track down unpaid balances after the fact, then it seems that the practice is more concerned with chasing payments than with proper communication and pet care. I had paid in full on the day and received no communication or explanation at the time about any outstanding charges. Poor Communication: Despite clearly asking about both flea and worm treatments, my questions about Leo's and Varjak's schedules were ignored repeatedly. I received fragmented and rushed responses, which forced me to chase clarification multiple times. Additionally, I was not informed that reminders are not sent for prescription-based treatments, something I should have been told when I made the decision to manage Leo’s prescriptions this way. Unprofessional and Inaccurate Phone Call: The receptionist called me after the WhatsApp exchange and stated incorrectly that Leo did not receive the Advocate topical flea treatment on 16th September, which is false. Me AND my sister was there during the appointment, and both cats' backs were wet with the medication. She then made an absurd claim that "vaccine juices" were leaking from Leo's back, which is simply unprofessional and factually incorrect. I had to reach out to my sister to confirm that I was not going crazy and we both have notes recorded on our iPhones with that date on the notes app. I also have the Whatsapp chat. The overall experience has been frustrating and has left me with significant concerns regarding the competence and communication at your practice. Clear and accurate communication is vital, particularly when it concerns the health and safety of pets. I would like a thorough review of the service I received, along with an explanation and compensation for the discrepancies, and reassurance that this situation will not be repeated. After this, I don't think Goddard Vet Group values transparency and the well-being of animals, so I expect a swift resolution to this matter, along with confirmation that my pets' records are up-to-date and accurate.