Tomwaltersequine Reviews 2

I have been a regular client of this practice for around 2.5 years and have generally been satisfied with the clinical care provided, including positive experiences with Tom himself when my foal was born. However, I have had ongoing concerns regarding communication, consistency of billing information, and how client feedback is handled.
On one occasion, I was given incorrect information regarding the emergency out-of-hours call-out fee, which I only became aware of upon receiving the invoice. I raised this as feedback only, as I assumed it may have been an error. While I personally accepted the cost and authorised payment immediately despite the discrepancy, the charge was significantly higher than advised (around double). I appreciate I was in a position to do this promptly, but others may not be, particularly where such a difference could be financially significant. The invoice also took around three weeks to be issued and I was refused an estimate during that time, which raised concerns around transparency and clarity for clients.
This was escalated to Tom Walters after I found the initial responses from the admin team dismissive in tone. In his reply, Tom stated that “intent absolutely does supersede impact” in relation to how my concerns had been received. From my perspective, this did not acknowledge the impact of the communication and felt dismissive of the experience I was describing.
Overall, while I have no concerns regarding the clinical care provided, I have found communication at times to be unnecessarily sharp and not always constructive when concerns are raised. Unfortunately, this has led me to lose confidence in how issues are handled, and I have therefore moved my horses’ care elsewhere, despite previously positive experiences

One of my horses had recently moved to a new yard and my existing vet was not available to complete some scans of an injury before she went eventing again so the yard owners organised Tom Waters Vets who are based on Somerford Park to attend and complete the scans, This all went well with a quick attendance on site and scan. The problem started when I came to pay! They refused to swop the name on the invoice from the yard owners to my company unless I paid first over the phone, that is paying without seeing what I was paying for. I was shocked and then the Practice manager started on her own crusade to justify there rubbish customer service and way of working.