I made an appointment 3 weeks in advance for a 10 A.M. appointment on Nov. 21. It was very crowded when we arrived, but I thought, since we made an appointment, that we would be taken close to our appointment time. Well, we still had to wait about 20-30 minutes to be taken into a room, which would have been the same amount of time we would have waited if we didn't have an appointment. In the past, when I was ready to leave, I would just go up to the check out area, give my name, and they would get my cat's chart out to tell me how much I owed. Now, the cashier said that they call people for payment in the order that the charts are placed. so, even though I was the only person waiting at the check-out, she called at least 3 other people to come up to pay first.