ZERO!!!! I can not find the words to describe how angry I feel. Our senior kitty had to be euthanized last Friday afternoon. He was a member of our family for almost 13 years. Where to begin.... I will begin with the most recent, upsetting offense. His remains were brought back to the vet on Monday. Bryan, from Nansemond Parkway Crematory, whom I HIGHLY recommend, texted me to let me know Myles' remains were being returned to the clinic that afternoon. I wasn't sure if we were supposed to get a call from the clinic to pick him up. So I waited half of Tuesday, and when I did not hear from the clinic, I called them. The receptionist said he "probably was not returned yet because they would call you when he is returned...but I'll go check." Several minutes on hold later, she returned to the call apologizing saying "I'm sorry, Ma'am, yes, he is here...we have just been so slammed that no one has had a chance to call you. Sorry about that." Gee..thanks.

That afternoon my daughter and I prepared ourselves to go back up there to receive his remains, his clay paw print as well as the keepsake fur that was promised us. The reason I am livid is because during the appointment to have him euthanized, the tech was talking to our daughter, about his fur, and how she would be able to offer us "only one paw print and vial of fur since we are RUNNING SHORT OF SUPPLY." I told her one of each would be fine...then she went on to tell my daughter how she would be sure to get all the colors of his fur for our daughter. This was something very important to us, since he was her cat since she was 6 years old. When I received his remains, I looked in the bag, and there is his clay paw print, with his name MISSPELLED. But that is not the worst.

THE WORST part is there is no keepsake fur. AS PROMISED. WE TRUSTED THEM to give us that!

The emotional distress of having to stand there in that office, and watch my daughter sobbing is something I can not even begin to explain and WILL NOT SOON FORGET. I explained to them that we were promised to receive this...and it's too late.

They MADE SURE to get our money IN FULL while Myles was having his catheter placed. Seriously? While we are grieving his soon to be loss...in our last minutes with him---Oh, hand over your credit card. ?

They got paid for full service. And we received less than professional caring service. Rebecca (office manager) told me their usual is to offer a vial of fur per each child in the family. We were only promised one due to short supply. We didn't even get that. She promised to speak with the tech who was present with us on Friday & she'd call me the next day with a "follow up."

Did I hear from her today? NO. I had to call her. She LITERALLY acted surprised that I was even calling her back. Her reply was basically, "What more do you want from me?" Hmm...let's see. I want an explanation. I want to know how this happened. How can you PREVENT this sort of emotional distress from happening to your future customers?

*I wish that I could HIT THEM WHERE IT HURTS, because they have NO HEART. The only way THEY will feel ANYTHING is if they are hurt in their POCKETBOOKS!

I expect an explanation. I expect more than a simple: "Sorry we screwed up." We trusted them, & they MISHANDLED our trust in them to follow through. This mishandling of Myles and our trust is INEXCUSABLE!

It's too late for us, but it's not too late for you. When you commit to a family pet, you commit to stay with them from day one til the end; and if you one day have to AGONIZE over the gut wrenching decision of having to euthanize your sweet friend, you want the final moments of closure & journey to healing to be PEACEFUL. NOT like this.

THEY OWE US MORE THAN A "SORRY