ComplaintsforMission Vet Clinic

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuesday 2/ 27/ 24 9:13AM -9:41AM My dog Chocolates appointment for his euthanasia where we (Client *************************** and I *************************) were given the form to sign. Dr. ***************** explained that in the communal cremation our dogs ashes would not be given to us nor a paw print. Only paying $50.00 for a communal cremation. He explained to us how the Private cremation was $286.00 that we would receive our dogs ashes in a cedar box with his name in graved and a paw print of our dog. We signed for and requested the euthanasia and a private cremation service from Dr. ***************** and his assistant *******************. The total payed $334.00 for the euthanasia and private cremation service. (Photographs of Chocolate after euthanasia provided.)Dr. ***************** informed us it would take 10 days to receive Chocolates ashes. Saturday 3/9/24 11:19AM I, *************************, called Mission Vet Clinic to ask about when Chocolates Ashes would be ready. In which ********************** answered to inform me he had not received the ashes as of yet. That our dog Chocolates ashes would be ready soon.Monday 3/11/24 12:50PM I, *************************, called Mission Vet Clinic, to where ******************* picked up the phone. I informed her I was on my way to pick up Chocolates Ashes.1:02PM I, *************************, arrived at Mission Vet Animal Clinic where I checked in with ******************* that was when she said my dog Chocolates ashes were ready. She told me to come in to the room on the side of the entrance, where she told me to take a seat. She proceeded to sit down and tell me she made a little mistake regarding my dogs ashes. She handed me a small bag containing what I at first assumed were my dogs ashes. * That we (the family of Chocolate) would still get his ashes, only they would be mixed. Keep this in mind* She informed me that my beloved dogs ashes were in fact mixed in with other dogs remains. Instead of the Private Cremation that we signed and agreed on, a Communal Cremation was preformed. That the animal memorial and crematorium Fond Memories were given instructions by ******************* to preform a communal cremation despite us signing for a private cremation.*Keep in mind that during Chocolates euthanasia we were informed the difference. We signed and paid that day, that a communal cremation did not come with a paw print..*I asked ******************* if we would be refunded the money spent on Chocolates Cremation at first ***** said we would not be refunded. That there were options.1:11PM I told ***** to give me a moment to make a phone call, in which case I stepped out and called to inform my parents of what ***** had told me. And that our dog of 17 years remains would be mixed in with other dogs ashes. 1:19PM I walked back into the clinic once my phone call was over. Dr. ***************** was at his desk attending another patient. Once he was free he asked what I was there in regard to I asked if he was aware of what was going on with Chocolates remains. He proceeded to walk into the room ***** had lead me to earlier. He had a differing statement than *******************. He stated that the fault was on ********************** and Crematorium. Not any fault of him and *****, the only two staff in Mission Vet Clinic. He then told me ***** would go over options. She then clarified and stated that she was solely responsible, NOT Fond Memories. She then admitted that she did not look at the documents signed for the private cremation. She said she did not take a look and assumed we wanted a communal cremation. Despite signing and paying for a Private Cremation. She said that on Friday 3/8/24 she was aware of the mistake and called Fond Memories, This is where she changed her statement. She claimed Fond Memories told her it was too late to retrieve Chocolates ashes. He was mixed in with other dogs and buried on the ************** memorial grounds. My beloved dog Chocolate would not be able to come home with me. That my dog of 17 years wouldnt come home, that the last thing I have of him are not the ashes I signed and paid for, but only pictures.She showed me the box and informed me that it was not my dogs ashes, that it was in fact his paw print. *On Tuesday 2/7/24 we were told we would not be given a paw print with a communal cremation.*She offered to provide the number to Fond Memories to go over the options. Which the options were a small dog tag with our dogs paw print, and blanket with a photo of our dog Chocolate we provide. I presume ******************* then changed her mind, then saying we would in fact be given a refund for her mistake. That we would be refunded the price we paid for Chocolates Private Cremation. She gave me $180 which was NOT the full amount, in cash, I went back and gave the amount to her.(Which was the refund refused on the document Dr. ***************** Signed.)Tuesday 3/12/24 9:00AM My father (*************************** Client on the document) and my Mother went to ask for a full refund from Mission Vet Clinic.******************* and Dr. ***************** still refused to give a refund. After speaking with my parents and further communication they finally agreed to refund the money for the private cremation being $334.00 Thursday 3/14/23 9:03AM-9:09AM My Mother and I, *************************, arrived to Mission Vet to request a copy of our invoice of the services paid for and refunded.In which Dr. ***************** mocked and laughed. Stating since we were refunded the private cremation we did not need a receipt. We explained further it was due to my grandmother being in distress and wanting more clarification to ease her pain and grief. The pain and grief we have been dealing with the past few days. Dr. ***************** sarcastically signed the invoice and circled where we requested a private cremation for our dog Chocolate. And told us. Thanks Guys! Once he was done. We did not get a formal apology or had been sympathized during the days of the encounters and dealing with Mission Vet Clinic staff, the staff of Mission Vet Clinic are Dr. ***************** and *******************.

  Business response

  03/26/2024

  The ******* family came in for euthanasia and private cremation for their pet Chocolate; a total of (Euthanasia $48, Private Cremation $238). $286 was paid for in cash by the family. After a couple of weeks, as is the standard, the remains were returned. Unfortunately, an unfortunate and irreversible error occurred on our part and the private cremation was entered as a communal cremation, which meant the pets ashes were not recoverable. We profusely apologized for the error, offering other personalized items free of charge, to try and make a small token of amends, which the family declined. In the end, the family felt that a refund in its entirety would be the best option for them. We gave a total refund of $286 cash and a few days later, the family returned for a receipt. 

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