Hillcrest Veterinary Hospital

We are absolutely disgusted with the service we have received from Hillcrest Veterinary Hospital over the last few weeks.

Our dog became ill one Friday evening. I tried calling them (as we were always told to call in advance so that they are aware that an emergency is coming in); the 1st time I called, it sounded like someone picked up the phone and put it down straight away, and the other 3 times I called their line just rang.

So at 6am my husband and I decided to take her in, and the vet on duty (Deana Rautenbach) told us to go home and come back at 8am, and made a booking for the 1st appointment.

The vet who saw us was amazing (her name is Inke Helm - she made a point called us every step of the way). It turns out that her spleen was twisted. Unfortunately, Ruby passed away later that day.

I have since been told by other veterinary nurses and vets, that had she been seen when we brought her in that morning, the outcome may have been different.

In future, when we have an emergency, we will NOT take our animals to Hillcrest Vet, as we are probably going to be told to go home and come back later again. Not only in emergencies, but just for normal consultations, we will not be going back.

When I called Hillcrest Vet this morning to find out what is happening with regards to the cremation, when we will be receiving the candle we ordered, and also to complain about the service we have received; I asked to speak to Carra, however she was unable to take my call, and a very helpful and friendly receptionist (Stephanie) kindly left a message for me. Of course Carra has not called back, instead I spoke to Sharlene; apparently they have a problem with their phones?

Another thing: With regards to her cremation, we opted to have a candle made. Lets keep in mind that Ruby passed away on 07.12.2019, and today is 31.01.2020 (so tomorrow will be 8 weeks since she passed), we have still not received the candle.

My husband had called and asked to speak to the manager (Carra Walters), who was there when he called, however he spoke to Sharlene (who explained that the lady who does the candle is closed and will be open on the 6th of Jan)

Only this morning, when I called Legacy themselves to find out what was happening, was I told that the lady who does it had closed until the 15th of January. Every time I had queried with Hillcrest Vet, I was told that she was closed until the 6th of January and should receive it soon.

Really Hillcrest Vet - you need to step up!