The service has been great so far! They have always responded quickly when I email them questions or comments about my account. Sometimes they are slow in responding but not often enough to be an issue overall. Their website could use some fixes; sometimes it's hard to navigate through their site. It can be difficult at times to find what you're looking for. However, once you do figure out how things work, everything works well! We've used many different companies over our almost 10 year career of owning pets, including several competitors who were very expensive compared with PTPro. And we haven't seen any benefits from those other services.