The firm is great, is getting an appointment to the facility, your initial call starts in the Tanaya office operator, you get transferred to the Rancho office, while you wait on the phone 3 operators will pick up the phone and ask you, "who are you waiting for" an hour later your best bet is to hang up, I was told initially We have a new system now...... and all I needed was a prescription refill from Dr Michaels..