Complaints

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.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 November 14 of 2022 I took my dog to union animal hospital for an urgent care exam. I was told she would need blood tests but if was going to be a hit and miss on telling them what was wrong. Thus they would need xrays also plus probably hospitalization. The vet said to take my dogs age also into consideration. Now I'm looking at thousands of dollars for care. I made the the decision of euthanasia due to being 11 years old. When I was showed the pricing I was told a mass cremation I would get my dogs ashes back but possibly with other dogs. I also chose and urn which was free with cremation.So November 21st of 2022 I called to inquire about her ashes and it sent me to text with the clinic. They informed me that I dont get ashes back for the option I chose for cremation that only private cremation they give ashes back. They also said the vet tech gave me the wrong information the day I euthanized my service dog of 11 years. If I knew that I wasn't getting her ashes I would have chose private cremation. Also my receipt it shows I picked an urn. They told me urns were only for private cremations. Why would i choose and urn the day I put her to sleep if I'm not getting my dogs ashes? All they could do was offer a sorry. I would have never brought my dog here if this was the issue. They cared only about money it seemed like. I dont have my dog anymore let alone her ashes.

  Business Response

  Date: 11/22/2022

  We are truly sorry for the verbal miscommunication that occurred between you and the assistant while in our office. We understand she talked to you about a semi-private cremation but none of the crematory services in our area offer that option.  We provided you the written form with the various options available to you and that option is not listed because it is not available.  When filing out the form you selected the mass cremation option, one of two options listed, and it clearly states on that selection you do not get your pet's ashes back. We can provide that document if necessary but as you know it is not digital.

  We are not able to provide a refund for a service that was not provided to you even if it was mentioned.   Furthermore you were not charged for that service only for the options you selected on the authorization form.  When our receptionist learned of your unfortunate situation she contacted the company that does the cremations and they confirmed that was not an option and had it been one we would have happily requested a change but it is simply not possible, and that is outside our control. We are an honest business and rather than be dishonest and give you something that we know would not have your pet in it we have chosen to be honest with you. Sadly the only way for you to get your pet's ashes back was to have opted for the private cremation, which was listed as the only other option on the form, not the mass cremation option.

  We understand the loss of a pet is hard enough without the added sadness of having an expectation of something that is simply not possible and was not chosen. Ultimately it was an unfortunate verbal misunderstanding and we try to avoid those, because often people are emotional, by ensuring it is clearly explained in writing as the final step in the process. We are sorry that you had a reason to believe otherwise and that a miscommunication occurred when first discussion your options with the assistant but the final decision regarding how your pet's body was to be handled was done in writing with clear communication about what each item meant and signed by you.  Just as with any business we must go off of what was in writing and our cremation company doesn't offer semi-private cremations, which is why it wasn't an option on the form. They only offer private and mass, which is what you selected and ultimately paid for. 

  We are truly sorry for you loss and we have tried to help by sending you something to keep the memory of your pet alive but are unsure if you have yet to receive it.  You do have the beautiful paw print we made for you and many wonderful memories and we hope these will help to heal your heart and the sadness you are feeling at this time but we have no way of getting you ashes unless you had opted for a private cremation the day of the procedure.

  Please know we all feel for you as we too would be devastated but sadly there is nothing we can do to change what has already been done and we have tried to do what we have the power to do to ease your sadness. 

   

  Customer Answer

  Date: 11/24/2022

   
  Complaint: 18451313
  
  I am rejecting this response because: 

  This major miscommunication on your businesses part. I would have paid more if I knew her remains weren't coming back to me.  Plus the information your staff provided led me to believe that I was receiving her back. Imagine if this was a human being? I'm sorry but I do not accept this because she was my medical service dog for 11 years of my life
  
  Sincerely,
  
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