Builth Wells Veterinary Practice

MINUS 1,000 STARS - I would not trust some of the vets (Maddie seems pretty good from our experience though) or one of the new nurses at this practice with a dead goldfish! I have several pets so have spent thousands of pounds on vet fees, which I am willing to pay to help keep my pets healthy and alive as long as possible. However, I'm not convinced that I would have spent as much as I have, had my pets been treated by more knowledgeable, confident, caring vets than some at this practice. Today, was the final straw. I took my diabetic cat in for a blood glucose curve which requires the pet to be at the surgery all day. I spent approximately 20 minutes explaining to the 'new' nurse who I believe is, Hayley, that it was a BLOOD GLUCOSE CURVE that I had brought the cat in for. I emphasized this several times as the nurse said that she hadn't had a blood curve before and that she was booked in for a fructosamine blood test. I told her this was wrong and she had been in for blood curves before and it was a blood curve I wanted done today. A blood test is usually done instantly and the pet doesn't need to stay in the surgery all day. When I went to collect my cat at 5pm I saw the same nurse. I asked her about the blood curve results. She said, "We didn't do one, we took a blood sample for a fructosamine test!!!" ARGHH I was livid. But I was even more livid when the nurse seemed to have suffered some sort of episode rendering her memory to retain a different version of the conversation I had with her in the morning when I EMPHASIZED I WAS LEAVING MY CAT AT THE SURGERY ALL DAY FOR A BLOOD GLUCOSE CURVE. It is irritating and frustration enough when someone 'makes a mistake' and doesn't do what you have told them to do. However, even more infuriating is when they insist you never told them! There was the predictable denials and I was told by Eve, one of the partners, that all the staff had complained that I was rude. I don't think all the staff had complained about me at all but this was a typically defensive remark from Eve. I had been unsatisfied a few months back with her lack of professionalism and poor customer service which meant I had to chase her up about a blood test result. I made known my disappointment in having to keep chasing her up, which I don't think is unreasonable. Therefore, I believe Eve was still harbouring some grudge about my comments back then. Anyhow, I ended up confronted by Eve, Hayley and the Practice Manager which could either have been an attempt at some form of intimidation or simply to insist by backing each other up that I hadn't asked for a blood glucose curve! I have no confidence, no respect and absolutely no trust in them to treat my pets ever again.
Apr 19th, 2023

Fabulous veterinary practice. Both vets and staff are lovely, professional and kind. Excellent service and very highly recommended .
Apr 10th, 2023

They gave my 6-month-old kittens, Jimbob and Rosie such special care.
Feb 7th, 2023

Very friendly and helpful
Jan 28th, 2023

Excellent care with our pets. Friendly and explain things clearly. Clean, spacious premises and efficient service.
Dec 12th, 2022