i was recently contacted by someone from dr. bracken's office regarding my review. she was very thoughtful, kind and interested in what i had written. i reiterated that dr. bracken is great. he has gone above and beyond for us on many occasions. he is not the issue. my issue was with someone who answered the phone not allowing me to make an appointment to take an ill pet in. i felt the pet's condition was being diagnosed by someone not qualified or authorized to do so. the person who recently called me handled the issue in a very professional way. i really appreciated her taking the time to call and listen to my concerns. we had a great conversation. that's the sign of a well-run business.