My boyfriend and I were 10-15 minutes late to our appointment because our cat isn't use to being put in crates, it took a little longer than we thought. Than we accidentally went to the wrong petsmart. I understand appointments are made for a reason, but there is such a thing as human error. We made a mistake that put us back 10-15 minutes. We get there and the receptionist first off, plays on the computer for a minute or two before saying "Can I help you?" With confusion in her tone. We said yes we're here for our cat's appointment. She then says our appointment is over. We have multiple pets, this is not the first time we have come to Banfield. Every other time we have waited about 20-30 minutes to get into a room-and yet we're a few minutes late and you refuse to take us? Their excuse was that the Vet was going on lunch. Okay, if the appointment is only going to take 10-15 minutes can you do us a favor, give us benefit of the doubt, and not make us stress our cat even more. Like I said he was not used to crates, we're standing there and they hear the cat crying/meowing with that disturbing deep tone and drooling out of his mouth from stress. Then a male receptionist says to us you expect the vet to miss her lunch? She is mandated by law to take a lunch... You just told me my appointment was only going to take 10-15 minutes, so this vet only gets 10-15 minutes for lunch? Nothing made sense. These people don't care about your pet. My boyfriend went back in to get a number to call and the receptionist made him wait first so she could go tell the Vet he was going to complain. She came back out and says that the Vet wouldn't mind if he called and complain and that she is now out to lunch... how professional we couldn't even speak to the actual vet. It wasn't even 12 o'clock yet. I've read reviews and spoken to actual customers of this place and they tried turning them away-I kept telling those people no, no not all Banfield's are the same. They proved me wrong.