Regency Forest Pet Memorials, Inc.

My pet died on June ***at the vets office and I made arrangements to have my dogs remains picked up and have a private cremation at this crematory I paid in advance and thought it was to be done and my dogs remains were to be delivered back to the vet where I was to pick up her urn within a erek to ten days
Three weeks go by no phone call-I contact the crematory and the have to get back to me
I spoke to the manager Linda several times that week
I call the vet to confirm my dog was picked up they said yes
I had to call Trgenvy numerous times before they tell me my dog was placed on the wrong shelf and they will send her remains to the vet with an apology
I got a voice mail on my home machine six months later from regency telling me that they just picked up my dog and she will be ready in a week and I need to pay them
I called them to tell them that my dog died six months ago
I was then speaking to Linda again and was told it was a mistake and that they had a new driver

I am heartbroken and disgusted with the treatment that I and my long time pet of years have received My dog died the night on 1/**/ I called the Regency office and spoke to Carol a few times to find out about their services, their fees, etc I opted to have Regency cremate my boy in a private ceremony- a cost of over $and a delivery fee of $ I followed up with Carol to find out when my dog was going to be picked up from the animal hospitalShe told me the driver would be coming for him on Friday I called her Friday morning to make sure the driver was on the way and also to find out what time they would arrive for him I called back later that afternoon and was told the driver would be there to pick up my dog at 2:and he had other stops to make and he should be back at the crematory at 5:00pm but that the office would be closed at that timeSo, I asked for her to call me on Saturday morning to confirm...which she did do and stated again that his cremation woul

My pet died on June ***at the vets office and I made arrangements to have my dogs remains picked up and have a private cremation at this crematory I paid in advance and thought it was to be done and my dogs remains were to be delivered back to the vet where I was to pick up her urn within a erek to ten days
Three weeks go by no phone call-I contact the crematory and the have to get back to me
I spoke to the manager Linda several times that week
I call the vet to confirm my dog was picked up they said yes
I had to call Trgenvy numerous times before they tell me my dog was placed on the wrong shelf and they will send her remains to the vet with an apology
I got a voice mail on my home machine six months later from regency telling me that they just picked up my dog and she will be ready in a week and I need to pay them
I called them to tell them that my dog died six months ago
I was then speaking to Linda again and was told it was a mistake and that they had a new driver

I am heartbroken and disgusted with the treatment that I and my long time pet of years have received My dog died the night on 1/**/ I called the Regency office and spoke to Carol a few times to find out about their services, their fees, etc I opted to have Regency cremate my boy in a private ceremony- a cost of over $and a delivery fee of $ I followed up with Carol to find out when my dog was going to be picked up from the animal hospitalShe told me the driver would be coming for him on Friday I called her Friday morning to make sure the driver was on the way and also to find out what time they would arrive for him I called back later that afternoon and was told the driver would be there to pick up my dog at 2:and he had other stops to make and he should be back at the crematory at 5:00pm but that the office would be closed at that timeSo, I asked for her to call me on Saturday morning to confirm...which she did do and stated again that his cremation woul

RE: [redacted]We were made aware of the above incident and took immediate action to rectify the situation, this included communications with [redacted] and working with the veterinary office she used.A full refund was issued and the pets cremains were returned to [redacted]Linda B[redacted]Office...

ManagerRegency Forest Pet Cemetery[redacted]
[redacted]

Review: I am a repeat customer to Regency and now I am sorry I used them again. From the start the experience was horrible. I was given incorrect information about the process even when my pet would be cremated. The process was to take 1 week it took two. Once I picked up my pets remains I noticed the certificate was filled out incorrect, her name on the gift bag was wrong the name on all three fur clipping read the wrong pets name. This left me wondering if that was my dogs fur clippings. I called and spoke to the [redacted], who was rude from the moment we spoke. I faxed her a copy of the mistake and she said she would correct it. I explained to her how upsetting it was for me to see the wrong name on everything. I let it go, she was to correct it. I get the new paperwork in the mail and to my surprise another mistake. I call again, but now I'm really upset. I explained it took me 9 months to make final arrangements and to have mistake after mistake is making it worse. I had to call several times with no return call. When I spoke to the [redacted] again she said she "will correct it" now I ask for a refund. At this point this company is unsympathetic to the mistakes, so now I ask for a full refund. The [redacted]s response was, for what, some misspelled words. (which she kept saying) We provided a services, if you want a full refund you have to send us back her ashes. Another one of the employees said the same thing. I said you will never get her ashes, but I am asking for a refund because of the I don't care attitude. If I felt they cared about all the mistakes made I would let it go again. I called several times over the last month asking to speak to [redacted] and no one has called me back. The [redacted]s attitude is, its just some misspelled words and she offered me an Urn. I don't want an URN I want someone to care about the mistakes. I want the company [redacted] to know.Desired Settlement: I would like a phone call from [redacted] of the company, I would like all the paperwork corrected. Since his mistake was three times without it being corrected I now want a full refund.

Business

Response:

Dear [redacted],

With regards to the complaint that you received from [redacted], we tried our best to resolve the situation with her.

When she called us to let us know her pet's name was spelled wrong (it was an Irish name) , I immediately apologized and sent her a new certificate. When she received the corrected certificate, she called to complain that under [redacted]'s name I wrote "[redacted]" and not "[redacted]".

After I sent the third certificate with "[redacted]" as [redacted], she again called to complain that I spelled her pet's name wrong. I know that I was very careful with the spelling when I wrote it out. At this point she was requesting a full refund.

Since the service was provided as requested by [redacted], which was an individual cremation for her dog, a full refund was not given. I applied a 10% discount to her for the spelling errors.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It is very sad that [redacted] does not know the name of my dog but that she had an Irish name. I have the proof that they spelled all three certificates incorrect including all three of the FUR tags, which makes me wonder if that's my dogs fur clippings. The reason why I was upset about having the "[redacted]" in place of my name was because, as discussed with [redacted] the new certificate was suppose to be written out the same way as the original certificate. The ONLY thing to be corrected was the spelling of "my dogs" name. [redacted] got that wrong. When I called to tell her, she claimed she would correct it a third time, once again I received it with a misspelled name, almost as if she did it on purpose. What is equally sad are the comments she repeatedly stated to me regarding my situation. Telling a customer "its only a misspelled word" on the fur clippings etc., unthinkable. My dog was part of the family and should be treated with respect. I do not accept [redacted]'s response. I believe I stated what I was looking for at this point. I would like to speak to [redacted], a new certificate and a full refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I would like the certificate to read [redacted] and the pet of [redacted]

how will I receive the reimbursement, via check ? if so, when can I expect one to be sent?

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Business

Response:

A full refund has been applied to [redacted]s Visa card ending in #[redacted]. A new certificate will be mailed out today.