Southern Animal Health

Earlier this year I took my 2 dogs to Southern Animal Health (SAH) for treatment, signing a surgical admission form which had an unexpected $88 charge. Under time constraints, I signed the form intending to clarify the extra charge when I picked the puppies up. On returning I paid the account in full $849.60. I then queried the additional $88 charge which was refunded by the attending vet.

Over the following 24 hours I received 3 phone calls from SAH, at the direction of owner Marcus Hayes, demanding repayment of $88. Despite advising staff that I would repay the money at the post operative visit and despite being a client of SAH for over 10 years, paying upwards of $25,000 for treatment– without issue.

In addition to the phone calls, I then received a formal letter from Marcus Hayes stating that I had been unreasonable in querying the $88 additional charge, that my dog would not receive post operative care until the $88 had been repaid & that he required an assurance that I would not query cost of any future treatments.

Believing that there was a mutually respectful relationship between Marcus Hayes and myself I am at a loss to understand why I have been dealt with in this manner.

The only point of difference between Marcus and me has been when I registered a complaint that another of my dogs, who was seen by an alternative veterinary practice, required the removal of 8 teeth. She had been a client of SAH for nearly 9 years, receiving annual health checks and other treatments at SAH. I was troubled that her condition had not been diagnosed by the attending SAH vets.

The whole experience has been shocking & hurtful. I cannot believe that the refunding of $88 by the attending vet could in any way justify Marcus directing his staff to phone me 3 times in 24 hours demanding repayment, to ignore my commitment to repay the money on the post operative visit nor justify the sending of a formal letter again demanding repayment, denying post operative care & demanding a commitment to never query future treatment costs on my part.

We brought our kitten here when we thought we were going to lose him after a cat attack. Tim and Marcus were optimistic and treated him with such care and he was soon back to his playful self. Gave the best treatment. We are so grateful.

Only place I would take my animals to. The staff are always friendly and go above and beyond to care for my animals. They have such a high level of service that I have never seen at previous vet clinics.

Lovely modern clinic and my dog and cat are always treated so well. All staff do a great job, would never go anywhere else. Seem to do other surgeries here too that other clinics don't. Highly recommended!

Yesterday we brought in our kitten who became critical and deteriorated rapidly and the staff were quick to assess him and offer us a couple of different treatment options and were able to outline what steps they would take to try and stabilize him as well as inform us of what we'd need to do once we got him home.

Their really wasn't any time to waste as he was dying, they acted quickly, treating him and loving him whilst he was in their care.

By all miracles we now have him home and are continuing to monitor,treat, feed, weigh etc and slowly he is becoming stronger, we are very hopeful. Thank you so much Southern Animal Health, He may not be here if it weren't for your care x

both myself and my family have been long term clients of the clinics at Dingley and Cheltenham. We have found them to be nothing other than friendly, compassionate and very reasonable people. We have not found the clinics to be money hungry at all, maybe they are not the cheapest you can find but they have to be able to pay their staff and provide long hours of care and service to clients and their animals. We have had many animals with a multitude of complex problems over the years and were always attended to at the drop of a hat with kindness and sincerity. Our boy was diagnosed with diabetes by SAH and his team after we were given the run around by another clinic. When Pugs started having seizures and we were unable to keep on top of his insulin levels SAH was kind enough to offer ongoing tests and blood sugar level monitoring for a whole week pro bono as they had a genuine interest in his case. Unfortunately we made the hardest decision to put our boy to sleep and we wouldnt have taken him to any other clinic, thankyou for such kindness.







My Dad would also like to make a comment as he has been a long standing customer of the practice also.





Over that period of time the practice is and has cared for 4 of his animals (2 of which had terminal illness) during the course of caring for them he said he was shown nothing but kindness and help both for the animals and him. And when it came to the time to put his animals to sleep the level of compassion shown by the vets and vet nurses was second to none and he couldnt recommend them more highly. Currently he has another animal who is insulin dependent diabetic, in the course of finding that out he was under constant observation and tests and the costs of this was heavily discounted during a very hard time.

He has had experience with other practices and never has he found any to come up to the level of knowledge, care, monetary help and kindness of SAH.

Well done to all the staff keep up the good work.



Kind regards Rob

A wonderful team that are always happy to help you. The nurses are so warm and friendly and the vets are incredibly knowledgeable

We would never go to any other vet than Marcus and his staff at Southern Animal Health. They are so friendly and understanding when our cats need treatment. They even saved the eye of one of our cats who looked like he would be blind. We can't thank them enough.

Amazing service and team. Very family orientated feel. Marcus and his team really appear to work together and there is a great feel of consultation and communication whatever vet you see. Everyone is on the same page. The vets and vet nurses are also great, and have a genuine care for your animal. That isn't something that can be contrived. If I were a vet or vet nurse I would want to work there!

As the organiser of an animal rescue charity I've had many dealings with veterinary practices, both in Australia and the UK and without doubt 'Southern Animal Health' is one of the best I have ever come across. Not only are all of its staff a credit to both the profession and the practice itself but they genuinely care about the animals.



We have had numerous dealings with them, all of which have been examples of a team that go above and beyond but the reason for this review is due to one of the most compassionate experiences I have ever experienced from a practice.



We recently took in a senior chihuahua who's life has been plagued with heath problems, of which, with the help of Southern Animal Health, we have managed to get him through each one. His latest episode though, see him go down hill very quickly, with us being within minutes of losing him. I have never seen a team rally together in such unison, all working at getting this 10year old, 1kg chihuahua back on his feet, with the main focus being on his comfort and well being. Over two weeks later and no more nails or tears left, we have a very happy feisty little guy, that is certainly not ready for his story to end.



I honestly believe that without the experience, time, effort, compassion and sheer determination of Marcus and his team, this little guy would not be here today. I am always grateful every time we visit but for this I and the rest of the team will always be eternally grateful.



If you and your fur kid are lucky enough to be a client here, then you know what I mean, if not, I cannot stress enough what the the difference between your usual vet practice and these guys is. Just go and visit them, you'll soon see what I mean.



In the meantime, from me personally, thank you Marcus, Mike, Tim, Geraldine, Tseung, Evie, Shannon, Stephanie, Hannah, Rachel and Natalie. I am sure I have forgotten somebody but thank you again for the care and compassion you show to all of our fur kids but especially for going so far above and beyond for Pablo. He will return the thanks with a nip no doubt!