They made the extra effort to make sure every question and concern I had was addressed. I love that they are always more than happy to answer my questions, and actually welcome questions. I've felt awkward at some other places I've visited when I've tried to ask a lot of questions, but not here. The waiting room here is spacious. I never feel like I have to sit too close to someone or that it is overcrowded. My pets love it here and they are never anxious to leave (however it could be due to all the fun treats they get) . They were very sympathetic to my situation, and made me feel cared for. I knew that I could count on them at all times.