Friendly staff and my pets get great care. On this day, I received a phone call at 3:30pm telling me that my dog was ready to go home. I arrived there at 3:40pm. I paid my bill right away, no wait and was told he would be out shortly. At 4:40 pm, another client who had been waiting since I got there, finally went to the counter and demanded her dog, saying she had been there for an hour already . I waited 10 more minutes before politely asking if I could have my dog. It was a total of 1 1/2 hours before getting him. I think perhaps the checkout process needs to be worked on.