Jake, as a longtime customer, I understand your reaction. As a new customer, you're sensitive to how you're treated as a human. You should understand that Chris is a second-generation pet host. He speaks pet better than he speaks human, and since it's primarily about our pets, and not about us, that's OK. In fact, it's better than OK. I acknowledge Chris has become more diplomatic with age. But Ardenbarry is the ONLY kennel my generations of pets have consistently run toward, instead of away from. I enjoy trips in COMPLETE confidence my dogs and cat are being treated as least as well as I'd treat them myself. And isn't that what you really want from a kennel? By the way, you'll discover a tendency toward short tempers anywhere you go where it's, shall we say, a little exclusive, particularly when the prices are reasonable.