The young lady with the glasses at the desk sat avoiding eye contact, doing nothing, until I had to say "Excuse me?" To get her attention. When it was time to weigh, she dragged my dog roughly by his lease and I had to say twice to stop it and let me do it. The others took over and the rest of the visit was, as before, pleasant and easy. The rough handling as well as the rudeness indicate lack of training or unsuitability for the job. With her exception, I'd add a sixth star as one of the best vet clinics I have ever visited.