The person who answered my call, and who I believe was at the front desk for my arrival, was not very sympathetic or understanding. When I explained that we were bringing in our dog who had vomited once, fallen over, and proceeded to move about with poor balance and head twitches, she said, "And?" She focused in on the fact he had only vomited once, eaten and drank normally, and had firm stools, none of which mattered to me because I could tell my dog was not his usual alert, stable self. We then did not speak with the vet for two hours after our arrival. I waited an hour before calling for an update; I had to call because no one was at the front desk or even walked by that whole time. Then, I received two more "15 minute" updates that both ended up not being met by the vet. However, the vet herself was lovely. She appreciated our waiting and recognized the stress of not learning any information on his status. She gave a thorough exam with clear verbal and written reports on current condition and next steps. Service support was below average, the vet herself was above average, hence the average rating.