Pet Haven Cemetery & Crematory — Local services in New York

[Edit I appreciate Pet Haven taking the time to respond to me. As noted, I would have let the paw print thing go if it wasn't for the ash issue. I understand the shape difference reasoning, but it still looks rather sloppy to me with the indent below the print and the dragging trail down of it. (I know it will not be perfect, but I haven't received such flaws with my previous 2 cats I had this done with from where I used to live.)

Pet Have is not responsible for what happens during transit, that is also understandable, and I do believe all the urns are new. However, the ashes within the box were completely sealed, meaning it did not open during transit. The smudges over the outside of the urn had gotten there another way.

I will admit my error about the pricing, but I still believe it would be considerate for Pet Haven to offer some kind of protective covering for the foam.

I don't feel confident my criticisms are being fully considered for the fact that I mentioned several times in my review about my cat being female, using she/her pronouns and the response kept referring to my cat as he/him. It doesn't show me that what I wrote and said is being wholly comprehended.

I'd also appreciate it if identifying name information is removed from the response from Pet Haven. Thank you.. ]

I regret not taking a picture of the ash-box when I took it out of the package before I cleaned it: Yes, I had to clean the box with my cat's ashes in it of ash/cremains. Were they her ashes? Or were they from from employee who didn't wash their hands after cleaning the incinerator or handling another passed pet? I hesitated to leave a review about this after because I didn't know if this was "normal" or not... but my last 2 cats I had cremated didn't arrive in a dirty condition (from a different facility in another state before I moved here). For nearly $400, I would except better quality control.

And speaking of which, pictured is the paw print I received as well. Did they even try to center it? It's not like they couldn't do it over with how messy it came out. For comparison, I have the one the vet did next to it after putting her to sleep. And again, for nearly $400, could I at least get a dollar-store-quality protective plastic shield over the foam?? Guess that is too much to ask. The one the vet did has a glass cover. Theirs (the white one) has nothing. And wait, let me also put her nametag on the box myself too, because we couldn't even do that.

Honestly, I could have let the paw-thing slide if it weren't for the mess I had to deal with. I know nothing can be perfect like that.

This was just very upsetting to do. I didn't want to deal with my cat's remains (or another pet's remains for all I know) by having to wipe the box down. Then what am I supposed to do with the rag with the cremains residue on it? No way I'm being disrespectful by tossing it in the trash. I ended up burning it for spiritual reasons.

I'm really...

Firstly, I would like to note that I was initially going to leave a higher review given that I received my cat back and that's all that matters to me. However, given my horrible correspondence that resulted in me blocking their phone number, I have no choice but to give one star.

The low reviews should be taken highly into consideration when choosing Pet Haven. It is clear that feedback is not welcome and the owner gets inappropriately defensive when a client who paid HUNDREDS of dollars to get their pet back is not fully satisfied with their service. Keep in mind, I am someone who is mourning my dead pet. For me, my cat's death was sudden and unexpected. You'd hope that the person handling your animal would be kinder.

I will attach my text correspondence with Pet Haven, and I would encourage readers to try and find any sort of tone in the text messages from them that indicates sympathy given the circumstances. See below for the main qualms I had:

-He told me that he would send via UPS Overnight -- this is false. He sent via UPS Ground. And yes, while I did receive my cat next day because we're so close in location, I do not appreciate being lied to. The package didn't even have "Fragile" written on it. And upon Googling, UPS does not allow the shipment of animal cremains. The only legal way to transport is USPS. I will be filing a report to UPS in the hopes that Pet Haven transports cremains properly moving forward.

-The paw print I received is absolutely awful. I cannot believe they decided that was an acceptable print. I am relieved to have a paw print of my own that I did as a Christmas ornament a few years back, but it's wild to me that my amateur attempt at a print is significantly better than a professional's.

-Like other reviewers have mentioned, your pet will come in a Ziploc Bag within the box they provided. This feels so inappropriate and disheartening. That cat was not just a pile of junk -- he was my best friend. I wish they at least would have put him in a cremation plastic bag or even a velvet bag. Although I will say, the box is very nice.

It frustrates me that in MY time of mourning and grief, Pet Haven has the audacity to be so angry and rude to me. They have taken my grief and turned it to rage. It is not about YOU and YOUR feelings -- this process WAS FOR ME. Frankly, I don't care that you don't like my criticisms.

I am sorry that your feelings got hurt because your paying customer did not like how you handled things -- but maybe instead of sending a nasty text or leaving a rude response to a very valid review, you should log off and take some time to reflect on how your words impact people and their...

I had a deeply troubling experience with Pet Haven Crematory. I had to make a sudden and excruciating decision to have my baby euthanized, and literally while this was taking place my friends coordinated her cremation for me w/ Luis. I spoke with Luis directly on the phone about a week afterward to confirm when I would receive her ashes. And after this, I had to follow up w/ him via text to confirm shipping details (since the time had passed of the anticipated arrival date w/ no follow-up) at which time he sent me a burnt receipt to confirm info (which I thought was highly inappropriate, but I moved on without mentioning it). Throughout my conversations (text & phone) Luis was dismissive and curt. However, my primary concern was receiving my baby’s ashes and at the time not wanting to point out the lack of empathy, communication or professionalism during my grief. In fact, my only reason for calling him again was due to receiving my baby’s ashes in a ziplock bag (inside of a plaque-less wooden box), contrary to my expectation of a velvet bag and name plaque. The ziplock bag was a bit upsetting and I felt compelled to call Luis to share my concerns. Luis' response to my feedback was shockingly rude and dismissive. He continuously interrupted me and tried to justify himself without listening. Before I could fully express my disappointment, he blamed me for any error stating that the problem was my decision to have friends assist with the arrangements rather than handling it myself! Each time I began to speak, he had a rebuttal before I could finish my statement! There was never an apology or acknowledgement on how he may have faltered or my experience but rather a condescending snarky remark! He said he would send me a velvet bag and plaque, but that does not justify his lack of empathy and respect during such a difficult time. Based on this experience, I cannot recommend Pet Haven Crematory and would urge anyone reading this to select another crematory for their beloved pet/baby! Luis’ failure to handle a grieving client's needs with basic compassion and respect is unacceptable. Choose another crematory that values and respects the emotional state of...