The facility itself is very nice; the customer service however, was less than nice. I was greeted when I walked in but wasn't seen until over 30 minutes after my appoinment time, I arrived right on time. Not once did someone say sorry for your wait or explain why it was taking so long and a couple that walked in 20 minutes after me immediately got a room.I let the lady at the front desk know that I had my pet's medical records as this was his first time at this hospital and I figured they would like a copy, she said okay and didn't ask for them. Sure enough the vet said he needed a copy of them. When I went to check out I let another woman know the vet requested copies and she stated the lady from earlier should've made them. I was told it would be a while before the copies could be made and she had me wait. I waited another 30 minutes or more after I had already paid for services for them to make copies. I noticed the staff seemed to be very friendly to people who were obviously regulars, which shows me they do know what customer service is but chose not to show that same treatment to me. I don't care if it's someone's 1st time or 50th time visiting the hospital, we are all paying customers and deserve the same treatment. I will be looking into another facility to take my pet.