Copied from my complaint to the Better Business Bureau: We were happy customers of the "Optimal Wellness Plan" contract plan for some 5 years in Minnesota (Richfield office). When we moved to California, and had to go to the vet, the first trip I asked to have our membership transferred to the Daily City CA office. That Daily City office was an absolute train wreck... I waited for 3 hours prior to being seen, I found fleas everywhere (fortunately they didn't follow us home) and the staff, while very nice, was not terribly competent. We had our pet's records faxed from one Banfield location to the other (despite being computerized?) three times, and were lost three times - before my wife had them faxed to our home, and we hand-delivered them. We found another vet, but when I went to cancel our wellness plan, I found out they did NOT transfer our existing plan, but had enrolled us in a new plan. This meant we would have had to pay several hundred dollars in "Early cancellation" fees. We feel that our long history of company loyalty was betrayed, and that Banfield's internal infrastructure is so woefully primitive and fractured that it simply cannot operate as one cohesive whole. Further, we had to jump thru so many hoops to rectify what at best was an honest mistake, at worst a devious attempt to capture business, that we finally gave up and simply paid the remainder of the contract.