ComplaintsforRainbow to Heaven

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 26, 2023 I had contacted Rainbow to Heaven for their services. That same night I had contacted them after about 20 minutes I had decided to cancel because I was not in the correct headspace to make such sudden decisions to what I wanted to do with my pet. When trying to cancel I realized that they were very quick to charging me in full for their services although they had not provided any yet nor did they send an email with a invoice for their services. At the time the polices on their website stated that any cancellation would result in a $150 fee after 10 minutes of inquiring for their services in which I was okay with because that was stated on their website. When it came to contacting them again to cancel they would not pick up my phone calls I had to try two other different phone numbers for them to answer my call to even get them to cancel. When canceling they told me that I would get a 50% refund because a driver was already dispatched although that was no where on their website nor polices. According to their website my refund shouldve have been $429. The next morning I called again to confirm that they had cancelled as I did not receive any email confirming I had. I was told they had on their notes that it was cancelled and I would be receiving a refund in 5-7 business days. After 2 months I never heard from this company regarding my refund. Again when I called they were not helpful at all one of their employee ***** who I spoke to several times would even hang up on me saying she would check if there was any updates regarding a refund. They are clearly very unprofessional as they never sent an invoice, an email confirmation saying I cancelled, and when it came to contacting them they were clearly uninterested in trying to help me out. It has been six months I have yet to hear back from them. Although they never provided any services they have yet to contact or give me a refund I should have gotten back in November.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired this company to cremate my pet on 6/5/2023. At pick up, and contract agreement I was told that I would be contact **** days of pick up when cremated remains would be ready. That never happened. When I called the company they told me the process will take 4-6 weeks. Its been 2 months since they picked up my pet and I have not heard any updates. Ive called both customer service numbers, one told me that they are unable to answer my question and to call the local office. When I called the local office, I left a voicemail and have not heard back, that was 2 weeks ago. I called again today and the voicemail is full, no one picked up my call. Upon calling the main line I was told someone will be contacting me. Its the same answer over an over. They are in breach of the agreement and I have not received any information regarding my pet.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We suffered the loss of one of our beloved cats on May 6th and had to seek out cremation services. Because of the sudden nature of the event I went with Rainbow To Heaven because of their availability and advertised price. Unfortunately, they took advantage of our grief and jacked the cost up with several fees and prices that were far above what they advertised.Their site advertises prices for cremation starting at $179 for pets **** lbs.After scheduling a pick up and cremation the price inflated to $350 for the cremation of our 5lb cat for a total of $523, which included fees for pick up, return, and an unexplained fee of $15, which they later said was for filling out the paperwork. I agreed to the amount as we were in distress and just wanted our pets aftercare taken care of so we could begin to heal. It is written in the agreement that it would take **** days after pick up to receive our pets ashes. At day 14 I contacted Rainbow To Heaven as we still had not received the ashes nor been given an update, only to be told that it could take up to 21 days. This was not what was contractually agreed to.Therefore, anything past 14 days post pick up was a clear breach of contract. We didnt receive our pets ashes back until 19 days post pick up, and AFTER several phone calls and texts. This business advertises itself as a pet cremation service but does not divulge that they broker the actual service from somewhere else. This lack of transparency, deceptive advertising, and breach of contract has led me to seek a partial refund for services. I am seeking a partial refund of $171 for the cremation to reflect their advertised price of $179, a refund of the $15 charge for paperwork that was never mentioned while ordering services, and a refund for the entire $70 to deliver our pets ashes home, as they were not delivered within the agreed time frame. The total refund I want as a resolution to this matter is $256.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My dog passed away 07/19/2023. I contacted Rainbow to Heaven and payed $680 so they could have someone pickup my 40LBS dog from my residents same day. Rainbow to Heaven informed me that I will be receiving the ashes, urn, and gold name plaque of my dog and the *** would be 3 to 4 weeks. I did not receive any tracking information, receipt, email, phone call or text with any information regarding my dogs services or updates. I called several times without making any contact and when I did, I was directed to another number. I was told on 07/20/2023 that my dog was ready and would be delivered 07/21/2023. *****, the driver who was suppose to deliver my dog to my residency called me 07/21/2023 to give me an *** of 5pm-10pm for delivery. He then moved the *** to 10pm-12am. I waited until 2am 07/22/2023 and received nothing. I did not get a phone call, text or email that I wouldn't be receiving my dog. I called Rainbow to Heaven 07/22/2023 twice to ask what happened and why I never received my dog's ashes, urn or name plaque as promised. I was told from a representative from Rainbow to Heaven, "I don't know what happened, I didn't work yesterday." I explained my frustration and the representative informed me that she will be speaking to driver and getting back to me. I did not get a phone call, so I called back and the same representative informed me the driver, *****, begins his shift at 3pm and my dog will be delivered today. I have no faith Rainbow to Heaven will actually fulfill their promises.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My dog sadly died unexpectedly on a weekend in late November. I don't recall the exact date. Distraught, I looked for an agency that could collect her remains, cremate them and return her ashes to me. The women that answered the phone quoted me a price of $299. For an additional sum of $100. her ashes would be returned to me in an URN. Their driver came to collect her. i paid him $400. in cash. Later in looking on their web site I discovered the price was actually $199. After several phone calls the ashes were returned to me in a cheap wooden box with a little lock and key. A wooden box is in no stretch of the imagination and Urn. I made several calls and spoke with several people who insisted this was indeed an urn. I continually got the run around even from supervisors. The last one didn't even call me back as promised. I then left the country for some time thus unable to pursue it further until now.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  *********************** on September 8, 2022. I called rainbow to heaven to take care of ******* remains. When I was on the phone I was told my phone call was being recorded. When I made this call I don't have the lady's name but she did tell me that the total cost to cremate, pick up and then delivery *************** remains when they were ready was a total of ******* and that she would be emailing me my receipt. I have then at that time gave her my credit card information. Two days later I noticed that my credit card statement states that they charged ******* I also noticed that I never received an email receipt for the charges that I was being charged. I made my third phone call this morning complaining about the charges that were charged and I was never notified of. This is not acceptable business practice for grieving families. I did some further research and found their website where I could get a quote for *** cremation and it states that it would've cost ******* for the weight ********** So I'm trying to figure out where ******* turned into ******* and then ultimately charged my credit card ******** I want a refund for the excess charges that have been charged. I also want a break down of how you came up with ********

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Our cat died in July and with a heavy heart I paid 179.00 to this company. A unprofessional teenager called me back to tell me (with no kindness) that they no longer service the Las Vegas area. Okay, then can you please refund the money? She says (still unprofessional and cold) "I'll have to have my manager call you back" manager calls back and tells me she'll have her customer service refund the money. After several unreturned calls, texts, and emails, still no refund as of today. I lost my baby boy and also lost 179.00 to these unkind people. I'm still trying to get my money back. You didn't serve the area and you took my money!!

• Initial Complaint

  08/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Approximately 5 weeks ago I purchased the service of Rainbow to heaven***************************************************************************** a pet paw print in a frame made. Services cost a little over *** dollars and we're suppose to be completed in 14 days. I called on the 16th of August 2022 to have my cat delivered and was assured she would be brought back to me on the 18th of August 2022 by 10 am. She never arrived. I have called above co.pany and sent 3 email with no response. I want my cat back and partial refund of services rendered as they are now 3 weeks past their agreed upon contract I signed.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Yesterday 10/24/2021 our beloved dog passed away. My son was so distraught I made a order to have my dog cremated to help him and the family cope . Which I spoke to ****** she took my order over the phone . I paid $635 which at no point did she say if I made a order and if I didn't cancel within 10 minutes I was not going to get my full refund and I was going to be charged $150 cancellation fee. Not even in the agreement letter says that. And which I didn't sign the agreement letter. When I called within the same hour to cancel. Reason being the reviews I seen were bad and my fear of the company losing his ashes. Would of added more sadness to our family.Her response was it's on the website and a driver was dispatched. The driver was not even here yet nor close by . He was still to arrive in 1 hr 30 minutes which tells me he hadn't left his location. How many people out there is this company scamming ? This company is being fraudulent and taking money from people when they are grieving and most Vulnerable and not being told of any hidden fees. I did call my bank to dispute the charges they are going to take up to 10 days. I emailed the company demand my full refund and still no response the only email I received was my partial refund and charged $150 . This company is doing this to people when they are grieving for a loved pet . Scamming $150 which is so wrong and heartless..

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