I took my dog there for the last couple years of his life. Each time I went, I became more & more frustrated. The prices rose to the point where they even began charging people for having the doctor return a phone call (yes, this actually showed up on my bill once.) There is only one lady I like at the front desk, the rest of them are rude & very short with you. I understand this to a point, because the clientele they typically deal with is not very patient, but they also need to understand that it's hard to be patient when there are over 12 dogs/cats and their owners all cramped in one waiting room sitting for 2 hours. It was overwhelming at times for my elderly dog to deal with this every time we went. It stressed him out and made me feel the same way.
The only reason I kept returning was for Dr. Bob. He is fantastic and took great care with my dog. He did a lot to make him happy & comfortable at the end of my dog's life. I will always be grateful to him for this.
A lot of their problems can be solved by just simply beginning to take appointments. They could have a couple doctors on staff for walk ins & then everyone else is by appointment only. I can't imagine that a lot of their clients would disagree with this.