Coolidge Veterinary Hospital Coolidge Veterinary Hospital has paperwork mix up and does not return cremains of my dog, Kita. Coolidge Arizona

I adopted Kita as a puppy when I was 11 years old. After almost 16 years, I had to make a difficult decision on March 30, 2009. She had become ill in the previous 48 hours and was no longer drinking water, eating, or going to the bathroom and in incredible fits of pain.

My husband and I took her to Coolidge Veterinary Hospital and put her down that morning. I had made arrangements so that we were there with her and chose to have her cremated so that my family and I could have her ashes in rememberance.

I had not received a call from the vet that her ashes had arrived so I went into the office 9 days later and asked about them. I was told they had not arrived and that I would be notified the next week when they were in.

On April 23, my husband called in the late afternoon and was told they were not in but that 3 weeks was a long time to wait and they would call us back. I took it upon myself to ask the company that does the cremation service for this vet. I spoke with a woman from the company twice that evening and she expressed her concern with the situation and let me know she would find out as much as possible for me.

This morning, April 24, the vets office had not called yet so I called the cremation company and she informed me that she spoke with Coolidge Veterinary Hospital earlier about the situation. The vets office finally called me and let me know that Kita was in a communal cremation and that I would not be receiving her ashes. They offered a refund and a memorial plaque. I asked why I had not been notified earlier and why did I only receive a response after I did my own questioning. The doctor only let me know that it was a paperwork error and that she was sorry. I let her know I was coming to the office to pick up my refund and that I was going to be posting this story wherever I could.

When we went to Coolidge Veterinary Hospital, they explained that they care for their animals very much but this was paperwork that had not been filed correctly. The only sorrow in their eyes was the fact that I was so mad and had threatened to write this letter. I heard more concern in the voice of the woman from the cremation company.

I asked why it took me calling the cremation service to get an answer and they said they are a small clinic and that they do not have computer reminders. They began telling me that when I made the appointment for the euthanasia they did not ask me why I had taken her in but that they usually do because they have incidents where the people are moving, etc. I asked if they were questioning me on why I even took her in and they stopped talking about the reason and proceeded to tell me that she takes great care to make sure the animal is not hurt. I did not have a problem with the procedure, I had a problem with the fact that I do not have her cremains.

The woman from the cremation service spoke with me at 5:30 and at 7:45 the previous evening. Coolidge Veterinary Hospital opens at 7:00 am and they did not attempt to call me until 11:10. The only sorrow I felt from the

All I have is the pawprint I took of her on the back of the receipt that said I was receiving her cremains. If this is the way a "paperwork error" occurs with a deceased pet, what are the paperwork errors that are occurring with tests/billing on the pets that are taken in every day?

Ana
Coolidge, Arizona
U.S.A.