I've had nothing but good experiences at the Tukwila Banfield. My cat is always fussed over and given the best of care. The staff is always courteous and helpful. Maybe other locations don't have the same caliber of personnel. My Wellness Plan is working fine for me. I was recently electronically robbed - money taken from my checking account after skimming my Visa check card number while using it at a gas pump - and when I called the Wellness Plan Customer Service number, they were very understanding and helpful. They postponed my payment until the new card arrives, so the plan can be used between now and then. Two thumbs up from me for Banfield!