So far customer service has been outstanding. Our cat salt had an eye issue that required surgery. I reached out to Pets Best and had the surgery preauthorized and was told we would be reimbursed shortly after the surgery happened and the detail and price of the surgery were sent in. I followed the instructions, uploaded all documents to the app and waited. After about 2 weeks without hearing anything I called in, the woman I spoke with was very kind, I explained the situation and she looked into it and had everything resolved however it would have been nice if I was notified of the miscommunication in your back office.