I took my pet to Banfield Pet hospital last week for a routine visit. I have the puppy pet plan. They provided excellent service. I did have to wait 20 minutes subsequent to my appointment but while I waited I notice the veterinarian answer questions the pet owners thought of while at the front desk checking out. I believe it was nice that the vet took the time to address the owner's question directly and I believe that the same courtesy would have been extended to me. My pet has had three visits so far and I have not had any issues with the services or the staff.