We've been customers for five years, but lately the management has become mis-management. I called to make a reservation and they couldn't find our file. Said they lost all our paperwork. Then they called back to say they hadn't really lost it, but needed me to fill it out all over again. I asked if there was some way to sign a simple renewal agreement as they had all of this information in their system already. Sample question included whether my dog had any missing limbs and how they got along with other dogs and people (this asked despite all the Paw-gress reports they gave us) If they can't handle simple paperwork and basic customer service, (They acted like they didn't even care about the missing files or extra hassle and paperwork) then no way am I trusting them to handle my dogs. I had heard other horror stories from people but guess we had to experience it first hand before we believed it. The manager didn't care either and her answer was that if I am unhappy I should go elsewhere. Which is exactly what we did. You'll be wise to go elsewhere too. AVOID THESE LOSERS AT ALL COST IF YOU VALUE YOUR PET (and your sanity/patience).