Caring Pathways

Complaint: ***
While I absolutely will accept a refund of $149.00, I take issue with this response as I disagree with most of what was expressed by Caring Pathways They did not tell the full story.I, too, could submit emails between myself and Caring Pathways In fact, in ***'s last email to me--to add insult to injury--she got my pet's name wrongThis is further proof that Caring Pathways does not bother to get the facts straight, despite the fact there are so few details to get right.I maintain that I was told that the ashes were being delivered to *** *** *** as I discussed the SHELTER with both the Vet and *** I specifically used the word SHELTER in my communication with both the Vet at my home and with *** on the phone and neither corrected me at any time.As far as the way it is described that I signed a waiver, let me explain something: I was making the very painful decision to have my 19-year-old cat put to sleep This was my best friend over yearsI was crying so hard and did not stop crying for the rest of the day I clearly stated to the Vet that my cat *** went to *** *** Animal Shelter right here in *** where I live I stated that and swear my life on it and cannot believe that information was not understood The ONLY reason I brought up *** *** was to share with the Vet that I had rescued and adopted a stray cat recently, and when he died suddenly of a heart attack over a weekend, I had no choice but to take him to *** *** Animal Hospital where they behaved in a cold manner towards me, which I found terrible under the circumstances In fact, I remember my conversation with the Vet because she shared that she took her *** *** there too, and was also disappointed with their service I only brought that story up about *** *** to share with the Vet that I had been to *** *** ONE TIME with the pet who died of a heart attack and that I was thankful for a service like Caring PathwaysI now regret that I was trying to show appreciation and respect for Caring Pathways Believe me, I regret it! Why the Vet wrote down that *** *** was my Veterinary Hospital, I have absolutely no idea but it certainly shows she didn't listen to a word I said and frankly, I am insulted by that I don't think it's asking too much that someone listens and gets basic information right It was the Vet who told me the ashes would be delivered to *** *** ***--whereupon I stated that it was a nice thing for people to go to a shelter to get ashes because they may be open to adopting a new pet The Vet did NOT clarify that it was *** Animal HOSPITALMy subsequent phone call with ***, resulted in my stating that *** *** was not my Vet because my regular Vet is *** *** I also stated that she must have thought that *** Shelter was my Vet because the ashes were to be delivered there...and I even stated "But why would I take my cat to a shelter for veterinary service?" In fact, in correspondence between myself and *** after that phone call, she admitted, "I guess nobody heard anything after ***." At no point did *** correct or clarify anything with me Not once! But they can refund me and they can pretend they did nothing wrong and that I'm the it who screwed everything up when that is DEFINITELY not the caseI have really learned a lot about Caring Pathways and this is not a caring company when they drop the ball and it's brought to their attentionThey play the blame game to absolve themselves of any accountability and it's truly saddening Shame on the Vet at Caring Pathways (who I had initially thought was wonderful) and shame on *** for getting a few very important pieces of information wrong And the most disgusting part was their "grief therapist" ***, who used my boyfriend's death against me: that is the lowest thing anyone has ever done I shared with Caring Pathways that I was emotional over my cat's ashes because I did not get to participate in my long-term boyfriend's ash ceremony and that my cat *** had been very close to my late boyfriend She turned around, used that information against me and wrote, "It sounds like you're upset due to other things going on" or something akin to thatCaring Pathways has lost my respect and I will only have negative things to say about them from here on out Refund me the $Caring Pathways and know you really screwed up and showed yourselves to be lousy people I am in tears as I write thisthis whole experience with Caring Pathways was a complete let-down.
Sincerely,
*** ***

We are very sorry for [redacted]’s loss of her dear [redacted] and the inadvertent confusion regarding the return of [redacted]’s ashes to her.  During our appointments with clients we utilize a written consent form and require clients to confirm with us and provide initials and signature indicating where...

ashes are to be delivered for the owner to pick up.  The crematory will deliver ashes typically to the client’s regular veterinary clinic.  Based on the information we collected from [redacted]’s initial phone call to us, our consent form indicated [redacted] Animal Hospital and [redacted] Animal Hospital as [redacted]’s previous or regular veterinary clinic.  During her appointment with our veterinarian, [redacted] signed the form indicating ashes were to be delivered to [redacted] Animal Hospital (see attached).  Per our protocol, [redacted], our Office Manager, phoned [redacted] Animal Hospital and [redacted] Animal Hospital on the Monday following [redacted]’s Saturday appointment to inform the hospitals that their patient [redacted] had passed and that in the case of [redacted] Animal Hospital, her ashes would be delivered to their office.  At that time, [redacted] learned that neither [redacted] Animal Hospital nor [redacted] Animal Hospital had a record of [redacted] called [redacted] immediately to clarify [redacted]’s veterinary clinic and where ashes were to be delivered.  [redacted] informed her that neither [redacted] Animal Hospital nor [redacted] Animal Hospital was her clinic and that her regular veterinary clinic was [redacted] Animal Hospital.  [redacted] clarified that [redacted]’s ashes were to go to [redacted] Animal Hospital even though that was not her regular veterinary clinic and [redacted] said yes. [redacted]’s ashes were delivered by the crematory to [redacted] Animal Hospital, who called [redacted] to let her know that the ashes were ready to be picked up.  From what we gather from [redacted]’s emails, the hospital told her they open at 9am and [redacted] drove to [redacted] Animal Shelter to pick up [redacted]’s ashes at 9am.  The shelter does not open until 10am at which point it sounds like she went inside and was informed that [redacted]’s ashes were not there.  From what we understand, we believe that [redacted] Animal Shelter suggested she try [redacted] Animal Hospital, which she did and found [redacted]’s ashes to be there (as was indicated on our consent form and as was communicated by us to the crematory). We can certainly understand [redacted]’s frustration and distress with this situation in such a difficult time of loss. Immediately upon receiving [redacted]’s emailed communication regarding the confusion, [redacted] responded with her apologies, thanked her for informing us and asked if there was anything we could do.  [redacted] responded, saying the she did not understand why the mix up occurred.  [redacted] apologized again and explained how she believed the mix up occurred, that she would address with our team and emphasize the importance of verifying with clients the location that ashes are to be delivered to, thanked her again for letting us know so that we can improve our procedures and asked how else we can help her.  We would be happy to provide copies of all the email communications between [redacted] and [redacted].  [redacted] had also reached out to our Grief Support Specialist via email and copies of that communication can be provided as well. We of course regret the confusion between our service and [redacted].  This was, on a basic level, a lack of clear communication regarding the return of [redacted]’s ashes.  For that, we have apologized profusely and asked how we can help [redacted].  To be painted as uncaring and incompetent, however, would not be supported by the testimonials and heartfelt gratitude we receive from the thousands of clients we have served in end of life pet care.The Caring Pathways Executive Team  This Revdex.com complaint is the first we have heard [redacted]’s request for return of $149—the cost of [redacted]’s cremation.  We absolutely will return that to her and hope that helps her find some peace.