Cheshire Canine Hydrotherapy Centre Ltd

Reviews

• AC

  Amy Cooper

  Sep 20, 2024
  1.0
  I hate having to give a 1* review but I’m so disappointed with my recent experience with this facility and felt I needed to warn others. My 19 month old Labrador was diagnosed with double hip dysplasia at 5 months old and more recently had X-rays to see how things were getting on now his growth plates had closed. My vet recommended hydrotherapy and I started my search for a company governed by the CHA (canine hydrotherapy association) which is how I came across this particular site. I liked that they had both a pool and treadmill, giving me different treatment options to look at. I spoke to a member of the team before my first booking. We went through details about my dog and about my schedule. I explained that I work Mon - Fri 9-5 and as they’re not open weekends, I could attend their later sessions of 6pm any day apart from Wednesdays when I have to be in the office. Due to time restrictions of getting home, picking up the dog etc I just couldn’t make it for 6pm on a Wednesday. I was advised that this was fine and my ability to do the other 4 evenings a week gave them flexibility to accommodate us. I was told this on the phone and by email. Our first session went really well. My dog was great at swimming and the male member of staff that looked after us was fab with the dog and really knew what he was talking about, so I felt like we were in good hands. It all goes downhill from there….while at my first appointment, I made a booking for a second which was 2 weeks away due to their availability and mine as I was going on holiday, which is fine. I made my booking and noticed no other names in the diary on the same day at the same time as my appointment. Fast forward a week and I receive a message while on holiday advising I’d been double booked…..strange as nobody else had been booked in when I made my booking. They asked if I could swap my date, which I agreed to at first but then remembered I had to be in the office for a training day so couldn’t. The tone of their messages completely changed when I said I could no longer do the new date (which I informed them of the next morning) and needed to keep my original appointment. I was really upset when I found out that they were moving my appointment because they ‘forgot to write in their regulars before I booked because it was so far in advance’. I asked if they could accommodate my original appointment and the message I received back was ‘we will try our best….’ I then received another message basically them ‘firing’ me as a client and sending me a list of other facilities I should go to instead. It came across in their message as though they were blaming my flexibility and work patterns, when originally they had advised that this was fine and they could accommodate me. I’m so upset with the way this was handled on their part, especially as I’d told them that my dog hadn’t had his treatment for 2 weeks and had been limping so I didn’t want to delay it further, which is why I wanted to keep my appointment. I felt I had found a great place for my dog to receive care and I would have ended up as one of their regular customers had they have not messed me around and kept my original appointment. The fact that they failed to write their regulars in and double book, isn’t my problem. It should have been for them to sort, not for me to be ridiculed against because I’m not a ‘regular’. In short, if you go here as a new customer and they fail to book their regulars in first, you will be cancelled and made to feel like an inconvenience. They care more about retaining customers they have, than accepting and trying to build new relationships. I’ll get over this but at the end of it all, the one suffering is my dog. He’s limping and is in pain but has been failed by an inadequate booking system and they don’t seem to care about his welfare. Luckily I have found him a new facility that have accommodated us quickly so he can receive his care. I’m so disappointed and really hope this doesn’t happen to anyone else.
• JW

  Jayne Worthington

  Aug 26, 2021
  5.0
  Lovely place excellent staff well organised .