I have been a client for 3 years and spent thousands and thousands of dollars at this overprice clinic. This hospital use to be good; however, things have changed drastically in the past few months. Every visit is a different vet and wait times are long. Even with all these changes, they have incompetent customer service and managers. Yesterday, I dropped off my cat for a visit. I have insurance that they recommended for me to purchase over a year ago. The benefit of purchasing insurance: Direct Billing. I go to pick up the cat and they tell me that I have to pay for the visit even though for the past year they have directly billed Trupanion with direct payment by the insurance company to the clinic. When asked for them to bill directly they insisted that they could not without the manager's permission. Of course, the manager is NEVER available. So they refused to give me back the cat. They kept him overnight until the manager shows up in the morning. THEY CHARGED FOR THE BOARDING. yeap. They keep the cat and charge for the boarding. Do you think the manager called in the morning? Nope, I had to call. To find out that she is not available. Then the front desk lies begin... oh.. we kept the cat because you were there too late to pick up, we have never submitted directly, we do not directly bill because its a new condition, you have a deductible. They tried everything.... I mean everything..... all were lies. Point of the review. You have numerous clinics to chose from, and I would highly recommend you select one of the others. The clinic is overpriced, doctors change all the time, and things have gone downhill since Dr. Cruz left.