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Stephanie Nelsonvia Google

about 1 month ago

VSS Manchester Review Cardiology: 5/5 | Administrative/Billing: 1/5 The cardiology team at VSS Manchester has been excellent. Dr. Marshall and her team are compassionate, professional, and have provided outstanding care for my dog. I’ve seen a significant improvement in his health, and I’m very grateful for their medical expertise. Unfortunately, my experience with billing and administration was very different. Although I fully understood and agreed to the payment policy, I was given verbal guidance by multiple staff members that partial payment was acceptable for specialty patients, as long as the balance was paid prior to the next appointment. I acted based on that information, and the balance was paid in full before the following visit. Weeks later, I was contacted by billing and treated as though I had intentionally avoided payment. There was no willingness to acknowledge that conflicting information may have been given, and the interaction felt dismissive and accusatory. I was also uncomfortable to learn that billing concerns were documented in my dog’s medical record, despite being told that billing and medical care are separate. The medical team deserves high praise, but there is a clear disconnect between medical staff and the billing/front office. For future specialty patients: if any payment flexibility is offered verbally, get it in writing or pay in full at the time of service. Based on my experience, verbal assurances are not sufficient.

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Casey Allenvia Google

about 1 month ago

⭐️⭐️⭐️⭐️⭐️ Five-star care for our boy Tex. Truly an exceptional team! From the front desk staff all the way to the surgeons, EVERYONE is professional and compassionate. They handled his emergency, surgeries, recovery, and follow-up process with care and patience. It’s clear they prioritize both the patient's recovery and the owner's peace of mind. They made us feel like we were part of the their family and knowing he was in the hands of people who loved him as much as we do made the time we had to be apart manageable. Even during busy shifts, the staff was kind and professional making sure we were comfortable and informed. Highly recommend this team for any pet parent facing tough medical situations.

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Lucyvia Google

2 months ago

So thankful for the team that took care of our Walter on Christmas Day after he ate some chocolate! Staff was professional, kind, and took extra precaution to monitor him after inducing vomiting. Place was clean and updated. Price was reasonable, we’ve paid higher for less care elsewhere! First time here, definitely will come back if we have another emergency (hopefully not)!

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David Johnstonvia Google

3 months ago

We transferred our beloved dog, Remi, to VSS in Manchester from Hawthorne Animal Hospital for a CT scan. While the drive over went well and the front desk initially helped us unload him quickly, the compassion and professionalism we expected ended there. Our experience with Dr. Sutton was deeply disappointing and added unnecessary trauma to an already heartbreaking day. Throughout our interactions, Dr. Sutton spoke so softly that we could barely hear critical, life-altering information. Worse, there were constant "miscommunications." We were explicitly told we could see Remi before the procedure, but by the time we were taken back, he had already been intubated (put under anesthesia) without us present. We never got that moment back. The communication regarding the diagnosis was confusing and erratic. Dr. Sutton initially suggested surgery as an option, but when I pressed for details, he backtracked, checked with a surgeon, and then returned to say it was too risky—leaving us with the only option to put him down. He offered no compassion during this delivery. In fact, he seemed more concerned that his shift was ending, even coming into the room with euthanasia syringes while we were still waiting for my wife and daughter to arrive from two hours away. The administrative and support process was equally insensitive: 1. **Lack of Privacy:** When we were called back to see Remi, we were taken to a general working area with employees walking around, where Remi was lying in a chain-link cage. A staff member actually asked if we "wanted" a private room—as if privacy shouldn't be the standard for a grieving family saying goodbye. 2. **Paperwork Harassment:** I was interrupted four separate times to fill out paperwork while I was in the middle of grieving and comforting my dying dog. Paperwork can wait until the end; grief cannot. 3. **Medical Disconnect:** Remi actually pulled one side of his own oxygen tube out while we waited for the rest of our family, and immediately stopped coughing and relaxed. Dr. Sutton tried to put it back in despite Remi being calm, and I had to intervene. Dr. Sutton did say one tube on the other side was probably enough and stopped himself from putting the tube back in. The only redeeming part of this experience was the vet who relieved Dr. Sutton. He was audible, patient, and kind. He handled the final moments with the respect Remi deserved. He said I'm sorry when Remi passed. Dr. Sutton needs to find a different career path or undergo serious training on how to handle pet owners in crisis. You are paid to inform and comfort, not to whisper and rush families because your shift is up. **Note to VSS:** Please spare me the generic "We are truly sorry about your loss" or "The account you shared does not align with our medical records" copy-paste response. My family lived this yesterday. Use this review to train your staff on empathy and timing, not to make excuses.

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Dallas Millervia Google

6 months ago

Ashley and Sasha were amazing. Dr Fesser, Dr Greer, Dr Eisenbraun worked so hard on our beautiful dog. Because of all of them, she will recover from her auto accident injuries. I’ll always remember Ashley’s calm demeanor as she helped unload our 100 pound dog in the middle of the night. Sasha was so kind even when super busy. I watched her take a warm blanket to another patient while taking notes, talking to patient families and answering phones. This place is the best. We drove 3 hrs and I’m so glad we did. They called me every day, sometimes more than once, to keep me updated during her ICU stay. They made it easy to visit our dog. They automatically updated our regular vet with all the records so we could do the after care closer to home. They are not cheap, but good quality care is not cheap. I hope one day that they open another location in southern Missouri.