After approximately three years of bringing my cats to Somerset Veterinary Hospital, I never…read moreexpected to write this review. I had zero previous issues with Somerset, which makes this experience especially disappointing.
My cat Peach has an established heart condition diagnosed at Iowa State University approximately three years ago. Her August 12 appointment was her annual monitoring appointment for that existing condition. She had an X-ray and ear culture performed, which I paid for up front.
Dr. Crane did not explain Peach's X-ray findings to me at all. The radiographs were not reviewed with me, and I was not told what they showed regarding her heart or what the findings meant for her care. After the appointment, Somerset did not proactively contact me with the results or follow up about Peach's health. I had to repeatedly call and message the office. I called every day for 13 days before I finally received the information in writing.
When I raised my concerns, I was told this was simply a "difference in communication styles." That felt incredibly dismissive and, frankly, gaslighting. This was never about communication preferences. It was about not being given my cat's diagnostic information and having to repeatedly pursue results of services I had already paid for.
What was most upsetting was how this made me feel about the importance being placed on Peach's health. She has a known heart condition, and this was specifically an appointment to monitor it. Having her findings left unexplained, receiving no proactive follow-up, and having to call for 13 days left me feeling that Peach's health concerns simply were not being treated as a priority.
There were also billing concerns. Prices had increased, but those changes were not disclosed before the services were performed. I was charged $390.76, including $72.76 for medication, and questioned why I was charged more than the previous year despite some services, including blood work, not being performed. My concern was not that veterinary prices can change--it was that the increased pricing was not disclosed beforehand.
I requested a refund because of the circumstances surrounding the diagnostic services I paid for: the lack of timely communication, no proactive follow-up, and having to repeatedly pursue the results. My complaint was never that the tests were not performed.
I made multiple attempts to resolve these concerns privately. I told Somerset that if the issues were not meaningfully addressed, I would seek care elsewhere and would not bring my cats back. Somerset subsequently terminated the veterinary-client relationship effective August 27, but that termination did not cause my decision to leave. I had already lost confidence in the practice and communicated that I would be finding another veterinarian.
On August 27, I also requested complete medical records for both Peach and Willow, including diagnostic imaging and their medical history. As of September 6, I have received neither the records nor a response. Peach has another veterinary appointment September 10, making those records especially important.
Throughout this entire situation, the only person who apologized was the receptionist. I never received an acknowledgment or apology from management.
After three years with no previous issues, I never expected one experience to completely change my level of trust. Unfortunately, it has. I no longer feel comfortable trusting Somerset with either of my cats, and I will not be bringing them back.
I attempted to resolve these concerns privately first, as I said I would. I am posting this so other pet owners can make an informed decision about their pets' care.
If Somerset meaningfully follows through, including providing the complete records I requested and addressing the outstanding concerns, I will update this review.
