As a 30 year customer for the last time they have failed me when one of my pets had a critical care need. I guess it's the 3 strikes rule and while I have always had decent results with Dr Rog and Dr Barney, I just can't place the health of my beloved pets in the hands of the rest of their staff.
I guess I'd look at the facility in the same way I look at a Jiffy Lube. If I just need the oil changed, they can probably handle that fine but I wouldn't trust them to fix the transmission. Too rushed to be thorough and even with critical care needs seemingly more interested in ringing the register and getting you out the door.
Our new vet managed our pets with great care and without all the drama normally associated with a trip to the vet's office. She took her time with both cats who are prone to the dramatic, made them comfortable on the examining table. They still weren't the most well behaved animals, but the leather gloves didn't come out, my wife wasn't in tears nor were the cats freaked out for hours afterward.
Oh and still awaiting a call of condolences from Dr Koenig, although it's obviously not going to happen. I certainly don't want to displace my hurt with anger as it doesn't change anything. They can certainly do better and the first opportunity to do so comes from talking to the customers whose expectations you didn't meet.