ComplaintsforFive Light’s Pet Crematory, LLC

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our dog cremated through 5 Light’s and due to their negligence the ashes were disposed of instead of returned to us. When contacted 5 Lights and they had attempted to blame the vet that had euthanized our dog. The vet then proved that they had done everything correctly and I then received a call from 5 Light’s who then blamed the mishandling of our dog on a new employee. Now instead of keeping our beloved pets remains, they’re scattered somewhere not disclosed by 5 Light’s.

  Business response

  01/06/2022

  Five Light’s Pet Crematory is celebrating its 25th anniversary in business in Western Colorado and Eastern Utah. We are well known for our honesty, reliability, understanding, and compassionate treatment of all pets large and small and the grieving pet parents. Animals show all of us all the time what unconditional love is.

  Our business routes navigate around the local countryside, cities, and towns picking up deceased pets from homes, clinics, and veterinarian hospitals. Each of those locations place a Five Light’s provided premade color-coded tag on the cadaver bag containing the pet. The color coding signifies which geographical route the days pets are from. The route in question from which the complaint was filed had the tags options colored Neon Yellow and Green. The tags provide us with the info as to whether the pet is to be cremated individually or in a group cremation process that we call Body Care. The yellow Individual Cremation tag will be a cremation with return of the cremains in a Five Light’s gender specific urn and certificate of cremation to the pet parent through the clinic/hospital. The green Body Care tag is a cremation with no return of the cremains to anyone. We simply follow the instructions from that tag as attached from the clinics/hospitals we service. We do not have contact with any of the clinic/veterinarians clients to verify whether the clinic/veterinarian hospital has used the proper tag for cremation services. We do not have access to any of the individual’s personal contact information. We rely solely on proper use of those tags attached to the pet by the clinic/hospital for correct cremation service.

  Mr. ****’s animal came to us with a Green Body Care tag, and we simply followed our established protocol associated with that card, so no cremains were returned. A paw print was made as per indication on the Green Body Care tag that was attached and was returned to the pet parent through the clinic/hospital.

  To reiterate, we simply followed the instructions from the appointed tag. We have no way to contact the individual/pet parent to make sure the clinic/hospital placed the correct colored tag on the pet, and nor should we. We blindly trust that the staff of the locations we serve, are correctly labeling and marking the pets that we cremate daily. In this case, Mr. ****s pet was not labeled properly. As such it is on the clinic/hospital for the mismarking that led to this complaint being filed wrongly against Five Light’s Pet Crematory.
  

  We want to express our deepest sympathies to Mr. **** over the loss of his pet.

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