Martijn de Wilde

Review of Diergeneeskundig Verwijscentru...

What an unpleasant experience with Anicura. I hesi...

What an unpleasant experience with Anicura. I hesitated to accept it (unfortunately my beloved pet has fallen asleep, despite Anicura's judgment that 'just 3 days Rijswijk' will help my cat on top) but it still bothers me a lot, hence this complaint. Recently, Anicura herself also indicated that she had dropped a lot of communication skills. And that calls itself a 'professional' company .....

'What a (so far) very unpleasant experience with Anicura. Lima (our cat) was hit by a car last night and because of the late hour we were forced to go to you. When you arrived there (with a cat that showed serious injuries) it was important to take care of the administrative matters first. I think the cat has priority, but this didn't seem to be the case with you at the time. Not much could be done, just a photo and an 'oxygen-rich' room. Costs of 450 euros (deposit 500 euros) had to be debited immediately. Now I am not an expert in the field of veterinary medicine and I am not familiar with the possible costs, but 450 euros for the above matters I think (and many of them) are extremely high. The next day I got a call to say that Lima has to go to Rijswijk for 3 days and then it will be back to normal.

Total costs are about 1500 euros, but you are willing to pay that anyway. Because my girlfriend had her doubts about the costs (And Anicura herself was also vague about it + many people have bad experience with Anicura) decided to request a second opinion from our current vet. From that moment on, Anicura starts to work against you (read: not responding to callback requests, not sending information such as patient cards, having you wait in the waiting room for half an hour when you pick up your seriously injured cat to see a doctor you have more confidence in etc.)

When the 'second opinion' doctor arrived, it turns out how unfounded 'just 3 days in rijswijk' (reason for rijswijk: better care ..... Keep in mind that the devices there are not working properly, according to colleagues from the Dordrecht location. That gives a nice feeling when you are told!) And I am told what an enormous agony this is going to be (And already it is .....) My sweet pet is put to sleep and the pain in the cat is over.

On the other hand, the pain for me is only getting worse. You feel deceived, sad and do not understand what has happened. After e-mail contact (read: I send a number of e-mails, they respond once with a whole business e-mail that says very little in terms of content) I am emphasized that they doubt the expertise of fellow doctors and they make me feel guilty by saying that 'nothing justifies falling asleep'. In the meantime, Ms said she made serious mistakes in communication, but said that 'where people work, mistakes are made'. A comment that makes no sense to me, especially to someone who has just lost his pet.

I let everything sink in, so that when making my complaint I act as little as possible from emotion. (Meanwhile a few weeks later) I simply feel 'cheated' and disagree with the way you acted as an animal hospital (?). I am curious whether your communication regarding complaints handling, like the other communication, leaves something to be desired. (In the meantime waiting for more than 11 days for a response ..... You would think this is because there is now nothing more to be earned. That opinion is shared by many people)

p.s. good that you obey the Corona rules. Draw up guidelines and stick to them, really great! I just wonder why my girlfriend is asked to stay in the car at night (only 1 person is allowed in, rules regarding Corona restrictions) and couples walk in the next day. Perhaps there are different rules during the day?