Stephanie Nelson
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.
