I see they have tried a new image and re birthed themselves as Emporium.
I have had the same hassle with my four pets over 10 years, two lots of vets who don't want me as a client as a result- unless you can pay hefty expenses up front. I cc the CEO into my emails-but I don't think he really is concerned about the reputation of his company - nor its shareholders, prime mover for this company is profit.
I think over 10 years my emails to them re claims non payment etc- our now into the 100's. And you always have to remind them of multi animal policy price reductions.
I imagine the staff are badly trained-paid-and motivated too-hence the feel of the company to clients. E and L need new direction and leaders- who pride themselves on care and customer satisfaction.