Companion Care Pet Cremation

Hello *** and I can provide accurate information regarding this particular matter.First, no one ever wants to have an upset client, especially dealing with the sensitive need, such as the death of a pet. We have been providing pet cremation services since 2017, which of whom is owned by our parent company ***, who has been providing services to the community since 1840, with six generations of the same family.In regards, to *** and his companion ***, we scheduled a drop off with the client on 2/18/20 at our pet loss center located in ***, . Client dropped off his pet and at that time our staff administrates a transfer of their pet into our care and a minimal amount of paperwork is needed. We have the client fill out a contract with contact information and desired services (see attached). In this particular case, the client asked to be texted and called to coordinate pickup. Unlike most, our turn around times are prompt back to the client. Our clients experience a pickup of their pet within 24 to 48 hours after their pet is dropped off or picked up a vet. We guarantee these turnaround times because we are a smaller pet cremation provider and wish to operate our business as such. We always have an open door policy for pet owners to inspect and understand our process at our pet loss center. Furthermore, our policy at the time of drop off is to administrate the financial process as well. Unfortunately, we had to implement this policy because we had several owners drop off and neglect their pet and never pickup, thus we were providing services and operating at a loss.Client was texted and called on 2/19/20 to coordinate a pickup of the urn, etc. No voice mail left because VM box had been not set up. No response back via text. Same process occurred on 2/20/20. Thus, with no responses we were in a 'holding' pattern until further instructions and guidance was given from the client. Our phones are answered 24 hours a day, 7 days a week. They are answered by our team during normal business hours of 9 AM to 4 PM, Monday through Friday. We have a live, answering service outside these hours to field phone calls and inquiries and then will 'page' the on call support team member for that client to be called back. Never, in our 3 years of providing pet cremation service to the community have we had such a claim, nor neglect of not answering our phone calls or returning them. To have a client describe such inaccurate statements is hurtful to our business and our employees who work extremely hard to provide such caring and dignified services. The client ultimately picked up his pets' urn and all the other items we provide at the time of pickup and his belligerent attitude toward our staff was disturbing. We were surprised by the reaction by the client, especially after reaching out to the client per the stated above. No one ever wants to see an upset client during a time this, so graciously, just to appease the situation we even offered a wood urn to be engraved on spot, which the client refused. Our reputation is strong in the community, with our clients and our veterinarian partners and we will rely on these people who have support us rather than falsified claims.Despite the situation, as an upstanding and well regarded business in the community we are always willing to resolve the situation per the client within reason, despite the false accusations.Best regards and please let me know if you have any questions or concerns.--Companion Care