vet holding cats ashes hostage

[Saitama]

My poor cat had been at the vet on and off for months, but in the end unfortunately had to be PTS. This was on a weekend and so the cost of it was extortionate, but it would have been cruel if we'd waited until monday. We asked for him to be cremated and to have his ashes back and his paw prints etc.

We've spent several thousand £ at this vet in the last months for my cat, trying to diagnose and treat him, all paid up to date until the PTS. Now I owed £700, I paid 350 of that and set up a payment plan for the rest at X amount per month. But the vets are refusing to give me my cats ashes back until it's paid in full.

All my savings have gone into my cat and I have nothing left, so his poor ashes are just sat at the vet alone and waiting for me and I can't bring him home. I've been with the vets for years with my other animals, have always been a good client, paid on time, never missed an appointment, no reason for them to think I'd just take his ashes and not pay since my other pets are registered there.

It's going to be approx 4-5 months until I can pay the rest of the bill to get my cat back, it feels so cruel of the vet to be holding him hostage like this when taking all the above into account, and how many appointments I had had there with this cat alone. I'd even sent them a card and chocolates after some of the appointments before to thank them for their work etc.

AIBU to think it's super messed up and cruel that they won't just give me his ashes now?

Can you not sign up for a 0% credit card and then pay off that using your plans payment plan within the time the 0% runs out? Sorry for your loss.

This would seem like the obvious solution. But there’s a good chance that the reason the OP hasn’t already done this is because she has a poor credit rating and can’t get finance. Even more reason for the vet to feel uncomfortable over the non-payment.

As you admit you understand nothing about contracts, and that is a problem for the whole veterinary profession, it does not understand or see the relevance of contracts. If it did issues like that raised by the OP would rarely arise. The contract would contain of the duties and responsibilities of each party including terms of payment, variations and the like. It would also provide for the method of settling disputes.

It is astonishing that, in an industry worth an estimated turnover of 5 billion pounds GBP annually there are no contractual arrangements between the parties.

As for the extent of the CMA investigation it is clear you have little idea of its extent or the businesses it covers. I suggest you review your facts. It is not just vet practices that are being investigated but large commercial entities that include in the same organization vet practices, manufactures of drugs & medicines, laboratories, wholesalers, retailers, etc and how they deal with each other.

The CMA could order the provision of particular information be given to consumers, impose maximum prescription fees and even order the sale or disposal of a business or assets; the latter to improve competition. It can also make recommendations to government including changes to the regulatory framework. It is due to report by September 2025. The results will be enlightening and maybe bring the whole business into line with most others, all to the benefit of customers and vets.

It is not for the customer (consumer) to ask for the cost of the vets goods and services. One should be mindful of contract law especially where the contract is "business to consumer" rather than "business to business'. In "business to consumer" contracts the former has responsibility to ensure the consumer understands the contract, whether verbal, written or by performance. The law assumes the business should understand contracts whereas the customer would likely not.

It is not for the customer (consumer) to ask for the cost of the vets goods and services. One should be mindful of contract law especially where the contract is "business to consumer" rather than "business to business'. In "business to consumer" contracts the former has responsibility to ensure the consumer understands the contract, whether verbal, written or by performance. The law assumes the business should understand contracts whereas the customer would likely not.

I'm sorry to hear this, OP.

Financial consent is important, and I know this vet knows you well, but having worked in a similar business, so many people just don't pay.

Vets also really don't make much money. Most vet practices really struggle to make profit. They really can't afford for you not to pay or have to chase you.

Op would have had to sign a consent form for the euthanasia, it will include an estimate of costs and a payment clause. The consent form is the contract.
I'm wondering if the garage that currently has my car will let me take it home without paying my £800 repair costs. I'm thinking no.

If OP has to pay the bill in instalments rather than paying in full that suggests she is struggling financially.
OP also has several other pets which will presumably also be requiring vet visits...and payment... before these instalments are paid off, so I completely see the vet's point of view.

Unfortunately the whole world is crazily dedicated to money now, with little human feeling being displayed. Quite a few posters on here have clearly (and sadly) shown that, to them, money Really. Is. Everything.

I’m so glad to see that so many posters have walked away from their unacceptable vets and found other vets with a heart. It really is one of those jobs that needs the human touch.

The person rudely attacking me with all the adjectives is entirely wrong in their view of me, and I won’t honour them with a detailed response.

Good health and good wishes to all with their pets. We soldier on.

I do not believe the vets are the ones crazily dedicated to making money. I've yet to meet a vet who has not been caring and empathetic. It is the financiers who, over the past decade, have marshalled all the small vet practices into huge conglomerates which include manufacturers of medical equipment, drugs, medicines, pet foods along with many other goods and services. Some of these organizations are valued at billions of pounds GBP and their business practice far from ideal. For example customers are recommended products, goods and services etc provided by companies within the same organization all adding to its profits at the expense of customers. It is these organizations for whom the vets work who set the costs/charges and how they are implemented. Moreover, it is this the poor business practices/lack of competition that, after a 12 month initial investigation, led in the Competition and Markets Authority to launch a formal investigation into the whole industry.

So overall you’re in agreement about the unnecessary greed.

Everything you say after the word ‘empathetic’ contradicts everything before that word, as the vets are simply not in charge of their destiny.

Financiers and conglomerates drive prices up, never down.

Book Depository suffered this fate recently.

Absolutely, hence the concern of the CMA investigating the whole 'industry'. .