As previously noted, wait time is unacceptable, no reason to wait for an hour past app't time except for being inept. I agree with a previous writer, I could see staff through the glass on the door & agree they were standing around (no papers in hand) laughing & chatting.....while I waited.
Also, to agree with another writer, it seems as tho' they "pad" the estimate with services that are exorbitant in cost.
I do not recommend Banfield but if you DO go there review the estimate with a fine tooth comb, most of the service is probably not necessary.