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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
April and Brooklyn gave us false information. On Monday, 06/12/2023 we were told our dog cremation would take 24-48 hours from April. No one contacted us. Wednesday, 06/14/2023 I called and spoke to Brooklyn and she said it would be around lunch time that day but it takes 3-4 days. It’s been a week we we have still not received a call back or any update.
Business response
08/18/2023
Mrs. ***** called and spoke with Meredith D*** about the complaint before submitting it to the BBB. She let Mrs. ***** know that our hospital understood completely that the gravity of the situation and empathized with their family in the loss and in the handling of the remains/return of the paw print. They paid for cremation with no return and a paw print which was exactly what our hospital did for the pet. In return for the delay in services returned, the paw print to the family, Meredith D*** on behalf of our hospital promised the family a full refund of all services paid. Due to our hospital being a corporation, the refund had to be approved by Accounts Payable and have the check issued by them. A check was the only option for a refund due to the fact that payment was given as cash. During the process, Meredith D*** continued to call Mr. ***** and inform him of the updates so that the family was aware that our hospital was in fact making sure to address the situation. We made sure to let the family know that we took the situation seriously and that we were doing everything we could to rectify it. To our knowledge the family was satisfied as much as possible with how we handled the situation. Understandably nothing could have replaced the loss of a dear pet that is a part of a family.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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