Hellen O
When I first joined Stockwood Vets, I was a first-time dog owner and genuinely appreciated how welcoming and friendly the team were. They were gentle with my dog, Runa, and took the time to explain things, which initially gave me a lot of reassurance. On that basis, I joined the Pet Benefits membership for peace of mind. However, after a recent visit, I left feeling quite disappointed not with the care itself, but with the lack of transparency around costs. While the team are very efficient at booking appointments over the phone (which is great), I was not informed in advance that there would be an additional consultation fee on top of the treatment cost. As a first-time dog owner and a paying member, this was unexpected and stressful, especially as I wasn’t prepared for the extra charge. I was happy to pay for the injection my dog needed that was clear and understood but the consultation fee felt like a hidden cost that should have been clearly explained at the point of booking. This lack of upfront information left me having to spend money I genuinely hadn’t budgeted for. In hindsight, I’m now questioning the value of the membership. I feel it would be far more transparent and customer-friendly if the membership included a set number of consultations per year, with additional visits charged only if that allowance is exceeded. The staff themselves remain polite and professional, and my concern is not about their care for animals, but about clear communication and cost transparency, which is especially important for new pet owners. I hope this feedback is taken constructively, as clearer pricing upfront would make a big difference to the overall experience.
