Complaints

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  my pet passed away & I was trying to arrange cremation services. Im senior citizen & dont have a car. speaking on the phone with the 24/7 agent from Peaceful Paws - he said $199 for PRIVATE creamation, $25 to pick the 6lb body & $75 for delivery ashes, total came to $504, which actually was charged $524.16 right away. NOBODY came - not within 1 hr, nor within 4 hrs. when i actually screamed I will call my bank to cancel , then someone from Peaceful Paw started sending text messages im new, i dont know , too much work

  

  Business response

  02/05/2024

  This complaint applies to another Peaceful Paws business.  We are Peaceful Paws Pet Cremation LLC in ******, **.  We are privately owned and only operate 1 location.  These prices are not relative to what we charge our customers.  Our phone is never answered by a man.  I, ***********************, am the only person answering our phone 24 hours per day 7 days a week.  There are no text messages such as stated in the complaint being sent from our phone, ************.  The attachment clearly states that the person was from *******.  Again, This does not relate to our business in ******, **.

  Customer response

  02/06/2024

  Please see attached photos of their website, they clearly located in ***** *******. Their address is ********************************************************************************************. Their phone # ************. Their website claims they accredited BBB. Im sure every city in the ** has similar companies with this name, but please investigate ***** company. I read ****** reviews & lowest reviews saying about men being rude on the phone. What you recommend me to do - contact police? 

  

  Business response

  02/08/2024

  The client called us and informed us that her pet has passed away and we explained to her that it would be $199 for private cremation and $75 for removal service and $75 for delivering the ashes back to her. Also at time of call we explained to her that our driver was in Homestead picking up another pet that has passed away and that it would be a few hours before he could get to her. She agreed and we finalized payment and we dispatched driver to her after Homestead pickup. The driver called the client when he was on his way and spoke to her and she informed the driver she would wait for him. The driver arrived to her building 3.5 hours after we received the initial call. When the driver arrived, he could not get in the building and he attempted to call the client 8 times and she wouldn't answer the phone. My driver waited 1 hour in front of the building and another resident let him in, he went to the clients apartment and knocked on the door for another 10 min. The client was home (my driver could hear her) but she would not come to the door. We instructed our driver to leave. The client then called us and wanted to bring her pet to our office, we instructed her that our office is closed on Sunday and we only do removal service on weekends. She yelled at me on the phone and said we would call her bank. The banks fraud department called me and I explained to them in detail what happened and they concluded that there was NO fraud committed and closed the case. We were in constant contact with the client and we explained to her that we had 3 pickups before hers and she acknowledged to us that it was fine, that she would wait. We offered her a partial refund minus the pickup fees because our driver was there and she did not cancel the service and caused our driver to wait at her building for over a hour.

  Customer response

  02/08/2024

  the person on the phone told me i HAVE TO PAY NOW & driver will come WTHIN an hour. non within hour, not in 2 hours, after 3.5 hours - i did contacted my bank on the fraud. after i told this person - i started receiving texts messages. AFTER 3.5 hours my family came & I CALLED THIS PERSON & I ASKED HIM - since your driver never came - CAN WE BRING THE BODY to your location? The answer was NO. i assume fraud. 

  Customer response

  02/09/2024

   
  Complaint: 21245855
  
  I am rejecting this response because:the person on the phone told me i HAVE TO PAY NOW & driver will come WTHIN an hour. non within hour, not in 2 hours, after 3.5 hours - i did contacted my bank on the fraud. after i told this person - i started receiving texts messages. AFTER 3.5 hours my family came & I CALLED THIS PERSON & I ASKED HIM - since your driver never came - CAN WE BRING THE BODY to your location? The answer was NO. i assume fraud.
  
  
  Sincerely,
  
  ****** Midrik

  Customer response

  02/17/2024

  The message from this business Peaceful Paws is total lie: 1. the person on phone told me driver coming in 1 hour, nothing was said regarding few hours waiting. i started calling when nobody came in 1.5 hrs - the response was driver is on the way, wait few minutes . again nobody came in another 1.5 hours- i called again & was told driver has another pick up, you have to wait . i ask them when i should expect the driver? can you call him to confirm? can you call me back? the person hang on me. i waited half the hour & called again asking if he spoke to the driver? the man became very rude & then i told him i suspect the fraud & calling my bank immediately. Its was from 10am to 3pm, i called them 4 times. they should have recorded conversation to PROVE that i agreed to wait 5 hrs! At 3pm my family came, we picked up the body & went to VCA. from 3pm to 4pm i started receiving texts messages from driver of Peaceful Paws ***** on the way, im sorry i went out of way, its my fault, ect. I dont believe such people still in business. 2. the person on the phone said driver name is ******, but i received texts from different name person, not ******. 3. I submitted fraud report not only to my bank, but also Federal. 4. I never spoke with this business regarding partial refund - its a lie. Since service was never provided- should be full refund. 5. my bank confirmed its a fraud & is***d me new debit card- its a fact. 6. I can *** this business for pain & suffering, but God sees it all. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep disappointment and distress over the services provided following the loss of my beloved pet, ****. Your organizations promise to offer Honor, Dignity, and Respectful Services deeply contrasts with my experience, which was marked by negligence and a lack of empathy.My primary concern is the whereabouts of my pets ashes. As of writing this letter, I am still unaware of their location. This uncertainty has been incredibly distressing and is a blatant disregard for the respectful treatment you claim to provide. The lack of communication from Peaceful Paws has only compounded my grief, leaving me feeling abandoned in a time of need.Furthermore, my attempts to seek answers and assistance were met with unprofessional and insensitive behavior. The owner hung up on me twice, showing a total lack of respect and care for a grieving pet owner. This is not only unacceptable but also deeply hurtful.The service I have received goes beyond disappointment; it is a failure to deliver the basic duty of care and compassion that one would expect in such a sensitive situation. This experience has significantly added to the pain of losing my pet.I urge you to take immediate action to locate and return my pets ashes. Additionally, I expect a formal apology for the emotional distress caused by your services shortcomings and an assurance of steps being taken to prevent such an incident from recurring.I await your prompt and sincere response to this grave matter.

  

  Business response

  12/28/2023

  This clients pet was brought to us by a euthanasia Vet *************************** and this client instructed **************** to deliver his pets ashes to his primary vets office ***************************** The clients pet was cremated within the 7 days promised to him and was delivered to his vets office as requested. His vets office tried to notify him 3 times that they had his pets ashes and he never responded to them. He called us 2 weeks after his pets ashes were delivered to his vets office and he immediately started cursing and screaming at our employee on the phone so she hung up on him, this continued 3 times. Then he called **************** and started to scream at her and curse at her and she hung up on him as well. We called his vets office to inform them of the situation and they informed us that he will not answer their calls and there is nothing they can do further to help the client. You can confirm what happened by calling *************************** at ************. We truly tried to help this client, but he was very combative and threatened our staff and managers. He was Absolutly impossible to talk to. We understand he was upset due to the death of his loved one, but we too deal with death and despair daily and we operate our business with love and compassion. In the end, we fulfilled our duty and obligation of caring for his pets final disposition and returning the ashes to his vet on time and with love and compassion and integrity. We understand he also had a problem with his vets office as well. We are truly sorry he was unable to control himself and we are truly sorry for his loss.

  

  Business response

  12/28/2023

  I forgot to mention in *** response, client never paid ** for services. Client never retained ** for services. *************************** paid for the cremation services. She charged the client as a package when she put his pet to sleep. **************** is our client, not ****************. **************** uses us as her pet cremation business for all her pet euthanasia business. **************** is very happy with our service concerning this case.

*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. ↩