I have been going here for 15 years. I took my cat years ago and now my dog. I have only gone to John for the past few years. I did once see one of the ladies handle a small dog with questionable behavior. She got frustrated and snapped at the dog then realized what she did and then was talking sweet to the dog. Do we get frustrated sometimes? Yes. Or is she hiding her abuse? Again, I didn't get her name. But, since I saw that, I will only go to John. Other than that one incident, I have found this place to be pretty good.