I called for an appointment 2 weeks in advance. I immediately received a call back confirming and was assured that I would receive a call the day before to confirm the time. I thought, "Great, they are on top of things." WRONG! Not only did I not receive a call from them, but they returned none of my multiple calls to them. So sorry to say that Pet Express presents as unreliable and unprofessional. I will NEVER call them again. Would I really trust my BFF with them? I think not! Wish a negative star score was possible.