At the start, everything was great. They groomed my dog (when many groomers wouldn't) and did a great job each time. However, life happens and sometimes you need to cancel your appointment. They are NOT okay when this happened. I had to cancel my appointment 1 time and the most recent time I was about 15 minutes late to my appointment (due to my boyfriend getting in a car accident so I had to send someone else to meet them). The manager was VERY rude and yelled to say that he refused to assist me any more and then hung up in my face. I thought it was very inconsiderate and uncalled for. He was not only NON-empathetic but he also just lost a very loyal customer. I would NOT recommend this company to anyone because of this situation. On their website it says they will charge you a $20 penalty fee.. I didn't even get that. It seems like they love to take your money but the moment something doesn't go their way, they cut you off without any explanation and hang up in your face.