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Business Profile

Pet Cremation Services

Rainbow to Heaven

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Cremation Services.

Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My dog ***** passed away in December, I paid for her cremation as well as an urn and an engraving. Since then I have not been able to get in contact with anyone, in March I received an email saying that one of the owners passed and that they would be closed so there would be a delay. Now I just received a message saying that they are closed and they are trying to reunite pets with their owners so shell be delivered to our home. I need a refund for the cremation and for the urn

  • Initial Complaint

    Date:04/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid rainbows to heaven to cremate my pet. They came and picked her up. I paid $500. They promised they'd have her back in a few weeks. It's been over 4 months. They give me the run around on the phone. And now they will not answer. The phone have to be stopped. There's been a lot of other people the same situation going on. He's a *****.

  • Initial Complaint

    Date:04/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My pet passed away on 12/31/2024 and was picked up by a pet specialist named **** who told me pets ashes would be ready for pick up 6-8 weeks after. I called in February and was told urns were on back order and someone would reach out two weeks after. It is now April 1st 2025 and have yet to receive an update or a call regarding my pet. I want my pets ashes back.

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My rabbit ****** passed away Friday evening on 12/13/24. We had planned to have her cremated so that one day after I died, our ashes would be mixed together. We paid $407.65 (based on size and weight) which included a keepsake box, nose print, fur clipping.The invoice said wed get her back within ***** days although the receipt states (included as an attachment) it is 3-4 weeks from intake (does not include weekends or holidays).Weeks go by, and we do not hear anything. My fianc contacted them and they blamed the delay on the LA wildfires, which was odd since the fires were a month after ****** passed.Since then it has been difficult to reach anyone and they constantly say that well have ****** in two weeks. When we found the company online, we looked for reviews and there werent negative comments. But starting in January, we started reading bad reviews on ****, ****** and the BBB. All shared similar experiences as ******** we only get a voice mail. Im beyond devastated about this and Im contacting the state attorney general on Monday. I just want my rabbit back but I doubt this will happen and Ill always doubt whatever I get isnt my rabbit.

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 6, 2025 our beloved Dog **** passed away. It was the most devastating situation to us her family. She was my kids 1st pet. She was our baby girl. I trusted Rainbow to heaven to take her and bring her back to us. they said it will take 4-6 weeks for us to receive her ashes as I payed them $520.15 dollars for a private cremation. It has been almost 3 months and they don't answer my calls my emails nothing it is becoming a nightmare. My kids are devastated. We need our **** back. PLEASEEEEE am begging.

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/9/24 Rainbow to Heaven retrieve my pet. I paid $449 for their pick up and cremation services. On 12/9/24 they informed me that i would get my dog ashes in 3 weeks. I have called and requested an update multiple times and obtain to update. It's been 3 months since the requested service. At this time I want a refund plus my dog ashes.

  • Initial Complaint

    Date:03/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My beloved pet passed away on 11/9/24 at the time I called rainbow to heaven and arranged for pick up and cremation services. We paid a total of $587.65. They agreed to pick up our deceased pet and return his ashes and pet paw prints within 3-4weeks. Over the last couple of weeks since December 2024 I have called several times for an update and the workers continued to tell me that they were delayed and needed an additional two weeks. Currently now the business is no longer accepting phone calls and I have texted the number and they have not responded. Im so upset and sad that they not Returned my beloved pet and its been about 4 months now with no response from them regarding my pets remains.

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I called Rainbow to Heaven to pick up my deceased bird, ***** *. A woman talked me through the process and I was charged $350. A man came the same day and picked up ***** *. The process in the contract said it would take 4-6 weeks. Around the 4th week, I called to check up on ***** * and someone told me they were behind because of the wildfires. *********** was no where close to the fires and neither was the crematory. I gave them the benefit of the doubt. I was preparing for a cross country move so I called again. They gave me another excuse but said someone would call me for my new address. After the 8th week I figured I would cut my losses. I contacted ****** and filed a claim. A week after I filed the claim, a woman named ***** TEXT messaged me to let me know ***** * was ready to go home to his parents. I was already feeling that this company was shady because I've never had a pet cremation take so long where none of the excuses were making any sense. I wasn't going to pay again but she guilted me into it. Instead of $350, she would only charge $300 and for the bill and shipping.A week went by and I never heard back from her. The money was never removed from my account. I again cut my losses. I knew in my heart that I would never get my precious ***** * and if I did, it most likely wouldn't be him. I was alerted the following day that there was suspicious activity on my ****** account. Sure enough, a charge by ***, was taken out for $286.48, all that remained in my ******. I didn't even have $300 in that account and ***** was able to take everything, down to the exact cent. By the way the charge does not come out as Rainbow to Heaven. It comes out as *****************. A receipt was never sent to me. A reputable business would have contacted me about the insufficient funds, that's how I know the unauthorized transaction for $286.48 was fraudulent. I have still not received my pets ashes.

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I reached out to them to have my puppy cremated on Jan ******. They said the process would take about 4-6 weeks. I have been in contact with them 2 times and was told she would be delivered at the end of February. It is now mid-March and have not received anything. When I try to contact them, I get no response. Their previous phone number is not in use anymore and I dont know who to contact to ensure I get my puppys ashes back.

  • Initial Complaint

    Date:03/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 9/9/2024 Rainbow to Heaven took payment of $410.97 to recover our deceased pet of 16 years for the purpose of having her cremated and then returned to our family within a time period of 2-3 weeks. It has now been 6 months and we have not received any ashes or any word on what happened to our beloved pet despite having called to complain and emails sent for answers. At this point, I have no confidence that even if I were to receive ashes that they are the actual ashes of my dog and therefore I want a refund for services unrendered. Even if I don't receive a refund I still want my experience to be reported and documented so that others are not victimized. Please hold this business accountable.

Rainbow to Heaven is NOT a BBB Accredited Business.

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