We have been using Neogen's services for almost 7 years now with no complaints at all.
They are always available when needed as well as they offer very reasonable prices which makes it easy for us in this small biotech startup to afford their services. I don't think there is anything that could be improved about them so far except maybe if they offered more frequent pricing discounts like Bio-Rad does but other than that not really any problems here. Our customers love working with these guys! The most common problem encountered was designing assays from scratch; however, once designed by NGS core team everything worked just fine without issues.