I was asked to call when I arrived to let them know we were there for our appointment. I called 15 minutes ahead, they answered and immediately put me on hold. After 10 minutes on hold, I noticed someone who arrived after I called them, and they immediately talked to her. That's when I realized they forgot about me, so I hung up and called back. On the second call, they finally took all my information and said they would send someone out to get my dog, so I confirmed they forgot about me. What I found interesting is that they ask for a lot of information upfront about the pet, but when you get there, they don't seem to have any information about the pet at all. That said, I do think they are very friendly, which is a HUGE plus. My visit did take a lot longer, almost two hours, which felt like way too much for a couple of vaccine shots and a nail trim. I also paid nearly $400 for my visit, which felt like a lot considering my pet did not have complex procedures like bloodwork. I like how attentive this place is, but I will probably look for a place that is a bit more affordable and efficient with time.