Banfield gives sub-par care. Once you sign up for the Plan, though, you are locked in. Thus, you have no choice but to accept the poor quality of care. For example, on my last visit I asked them to biopsy a lump on my dog. They told me it would take 3-5 days to get a result. It has been almost ONE MONTH and I have received no response. When I call, I am told they will call me back. Nothing. This is but one example I could give on what kind of service Banfield gives. They are very interested in trying to up-sell you as you are treated to their assembly line type care. Forget personal touches, like actually remembering you or your pet. You are only a dollar sign to them. Also, they auto re-new your plan for a year without notice so watch carefully.