Collier and Brock Vets, Troon

Avoid this branch of Collier and Brock at all costs. It took me nearly 6 weeks to get a response from them. I had booked an appointment over the phone after several attempts at a phone call consultation, I went to the appointment and waited outside for an hour after my scheduled appointment until I was able to be seen. People with appointments after me were taken in before us. The vet I saw, was leaving the branch the Tuesday after my appointment and advised that me that she would be in touch the Monday before. She never was. I followed up several (5+ times) and each time the useless woman at reception told me “they were very busy”. Despite me telling her that my dogs health was going rapidly down hill and this his case was extremely complicated, she insisted that they were busy with genuine emergencies and that someone would be in touch but with no time scale provided. At one point she tried to re-prescribe me antibiotics that my dog took for Aspiration Pneumonia and then branded her self “just a receptionist” when I told her that wasn’t what we needed. After several weeks of no contact from the vet, I wrote a letter to them. The day after my letter arrived (posted first class- also 2021- who requires a letter to get vet care for their sick animal??) I was advised they received my letter and would be in touch soon. They never were. So, a week later, after a heated conversation with this lady at reception I moved vets and within an hour, after 6 weeks of attempting to get care and attention for my dog the vet called me. She told me that reception staff should put patients/clients on a list and they will be contacted within a day. This literally never happened to me during any of the times I tried, and only happened when I called to change vets. Seriously, avoid yourself and your pet the heartache of substandard care. My dog has now suffered irreparable damage to his health because of this place. They will blame COVID for this, they will blame business but what it really is incompetence and playing God. I believe they have also lost or transferred care of hundreds of clients to Ivy Bank. Trust me when I say, don’t waste your time. Your pet deserves better.

The receptionists go above and beyond the call of duty. My husband has a mental health issue and the vet takes there time explaining things to him and the receptionist help him in every way possible explaining the bill and medication. The staff will even call me to explain what the care for our dogs should be. Would and have recommended to many people.

Shocking service! Phoned and spoke to the lady and asked for flea & wormer tablet for my dog she ordered it for me ! Then called me up & told me they are in another town which I had to travel to! I asked could they post it and they said yes ! She would call me to pay for postage! No phone call so I called to see if they had got it posted and guess what she is now saying I have to go and take the dog Guess they have too many customers and are looking to loose a few as I have 3 shihtzu ! Totally Raging as been waiting for a week to ten days just to be told today DISGUSTED!

Morag & Rob were very informative & kept me updated when my dog was kept in due to needing fluids etc. totally recommend this veterinary if anyone is thinking of changing vets.

I feel the staff at Collier and Brock genuinely care. They listen and are patient. I would especially like to praise the vet who called me about Ravens xray yesterday, unfortunately I didn't get her name, but she was amazing. I felt she went over and above explaining my options and answered my many questions in detail, being understanding and patient with all my concerns. I would 100% recommend Collier and Brock, all your staff do an amazing job. Thank you all, your genuine empathy and kindness means I feel my dogs are in the good hands and getting the best of care.

I was told my dog could never be spayed & that instead - following a scan - she would have to be sent to the vet hospital in Glasgow at a cost of £1500 for assessment & £5000 approx. for surgery. As it would be considered congenital she would not be covered by my insurance policy. Financially I couldn't afford this & have always felt guilty. After visiting the clinic for an atopic skin condition I was asked by the new vet Robin why she wasn't spayed? I explained. He assured me my Penny was under his care now & low & behold she is successfully spayed. Recovering well here. Age 6 & recovering really well so far. So impressed. As an nhs nurse it is fantastic to meet a vet who truly goes above & beyond & gives their all. Moreover the reception staff & nurses always lovely to deal with & make you feel like nothing is a bother. Thank you so much!

Great staff, very understanding, genuinely caring and gave us space and plenty of time before and after the euthanasia of our Zeus.

I won't be going to any other vets in the future. My dog was treated exceptionally well as was I. We where taken straight away, everything was explained. I felt that the vet robin was very respectful and understanding. My dog was at ease with him too, which in itself made the visit very pleasant. The nurses are all lovely too and very helpful. Thank you

My experience with this practise is not mine. But a very close friend's who has been treated appallingly. Her precious cat was put to sleep there. There was no footprint and no fur cutting. There was no response to a letter of complaint. She and her daughters felt no compassion was given to them, no care, and no love. My friend is totally bereft leading to her complaining by letter. What a bitter experience you have left her with. No response is insult to injury. Frankly I am devastated for her as I try to find something positive in her experience.