ComplaintsforGateway Pet Cemetery & Crematory

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/22/24 - Dropped off Beast for basic cremation package and paid 120.00.3/30/24 - After driving in the intense rain for 30 mins, I picked up my Beast at Gateway Pet Cemetery an hour before they closed. Obviously this was highly emotional for me and just wanted to get him home. While I waited for her to get him from other room, I watched her pick a paw print from a bin, holding what looked like dozen or more paw prints. When she handed me the bag, I wasn't sure if I was getting right bag, unfortunately I left without saying anything as I started to cry over it. The bag was TOTALLY under weight and felt like only got quarter of my pet.I understand the procedure of cremating several pets at a time, but this is the 3rd time they have not given me right amount of ashes. I want my money back for them ruining my pets death like this.

  Business response

  04/16/2024

  We have already corresponded with **************************** via email and explained to her our cremation process and guaranteed that she did receiver her pets ashes. Our process is very thorough. We have 15 crematories and only provide individual cremations, returning only your pets ashes to you in their urn with their name on it. Pets are identified with a tag which follows them through the entire process from the time they arrive at our facility until they are placed in their urn with their name plate on the top. The paw prints are also identified via the pets name and tag number until baked and then placed in a bag at which time a new tag is tied to a bag, identical to the tag that is on the pets cremation certificate and bottom of the urn. I apologize that this customer has uncertainty, for the 3rd time. I am not sure why they continue to return to us while believing that they never receive their appropriate ashes but we know and trust our process and guarantee our products.

  Customer response

  04/17/2024

   I am rejecting this response because:
  
  I saw with my own eyes the tote of paw prints in the room where the girl got my pets ashes!!  I also can say I thought they would have done something different with the way they measured ashes.  Last time I was told I was not individual, but group cremation due to costs.  Also the attitude of the employees there have been less than kind regarding this incident. 

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