*Rant alert* I am absolutely disgusted. Booked a £9 nail clipping appointment for my 2 dogs. I was unable to attend the appointment so my mother took my dogs on my behalf. I arrived home for my mother to inform me that the initial £18 nail clipping service had turned into £52 charge !!!!! I had booked with the veterinary nurse and during the nail trimming my mother had asked the nurse if their glands needed clearing. Simply asked. The nurse looked and took one of my dogs into the back, as my mother is not the confrontational type she didn’t query why. She then came back and told my mother she given my dog an antibiotic !!! As I am a client at Animal Ark veterinary practice I am not used to this behaviour of just ‘taking my dogs into the back room’ and carrying out procedures without my permission or prior discussion on costs ! When I asked my mother for the itemised bill (again a formality of Animal Ark) she informed me she did not receive one. Naturally when I was informed about this ordeal I was fuming, so I decided to call the vets to which they told me they would speak to the head vet and call me before closing. I received no phone call, so I decided to pop to the vets surgery 15 minutes before closing. I spoke, well, I tried to speak to one of the nurses but unfortunately she kept interrupting me stating repeatedly ‘she understood’ and that the vet nurse was ‘newish’. The nurse then offered me a ridiculous £8 refund for the mysterious antibiotic which my mother did not witness being administered. When questioned why I was being offered the cheapest amount off the bill and that my mother didn’t ask the nurse to carry out the procedure she became quite agitated stating she would speak to the head vet and call me in the morning. Which turned out to be another false promise. So again I was given no choice but to call at 5pm. The receptionist answered my call and put me on hold while she checked the notes. She then informed me that the head nurse had stated that the £8 antibiotic refund was still available however because we had (unwilling) a ‘procedure’ that we should have been charged a £29 (per dog) consultation charge however all my mother asked was for advise !!! I was completely gobsmacked that they had tried to turn the blame on the customer! I am quite frankly offended and disgusted with this branches staff, attitude and their complaint procedures. I feel they took advantage of my mother and should have had the common courtesy to ask whether we wanted to go ahead with the procedure at their surgery and discuss a price prior to just ‘taking my dogs into the back’. As I have previously stated I am a client of Animal Ark, I trust my vet there because he is upfront, entirely honest and this particular procedure has been done in our presence and not behind a closed door. To be frank I wasn’t happy that this procedure had taken place without any consent because I would have gone to my usual trusted vet. However I can not fault the receptionist Emma as she was very helpful and professional. I am now waiting for a response from their head office. Read Less