I been using their services for over a year and we always had the problem of them being late. The last time the groomer called and said that she was 30 min away and after two hours of waiting with my cat inside the kennel, i had to call the office. The groomer did not pick my calls and when finally the groomer called back yelled at me and hang the phone saying "find another groomer". I called the office and complained and no one ever apologized or called back.