Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The "owner" is appalling, and disgusting. His behavior is horrendous. I paid for a cremation and a viewing for 6/10/25, I was brought into a room to see my pet before the cremation, then at by 9:15, they came to take her for the cremation, when they opened the viewing door, the was such a glare that I could barely see my cat. I asked th3 receptionist is there was anything that could be done because I couldn't really see, she said try I turning off the lights, which I didnt. Didn't really help because there has to be a light that is always on. When my cat was being placed into the incinerator, I could barely see because the incinerator was all the way to the left, I had to get a chair, place it by the corner stand on top of it just so that I can see my cat. Once they closed the door, I spoke to the receptionist and told her that I could barely see and have to stand up on a chair in the corner. She said the owner will come out and speak with you. The owner came out extremely aggressively and verbally abusive, he told told me that he was going to take out my cat out of the incinerator, and said he said he doesnt like my accusations, mocking me, and calling me crazy. I said I am not making accusations. I cant see my cat. Im paying for a the cremation and a viewing over $533 and I cant see, the "owner" stated "you're not getting a refund" i said my pet was not cremated nor was I able to see the viewing. I explained to him that I had to stand up on chair and I still could barely see. The owner was acting extremely aggressively to the point that I felt my safety was in jeopardy and started recording on my phone and had to call the police. After the police came, the owner stated he will only give me a partial refund but not a refund for the viewing since its done via appointments. I was advised by the police officers to notify BBB as well as sue the business. Which I am going to do. I have video recordings of everything

  Business Response

  Date: 06/11/2025

  In response to the complaint submitted by *** ******** ******* regarding her pet cremation appointment on June 10, 2025.
  The claims made in *** ******** complaint are false and misrepresent the actual events. At no point did our staff act aggressively, abusively, or unprofessionally. We conducted ourselves with patience and respect throughout what was admittedly a highly emotional encounter.
  *** ******* was scheduled for a witnessed cremation appointment. She arrived on time and was provided access to a private room at approximately 8:30 AM to spend time with her pet before the procedure. At 9:15 AM, our staff proceeded to begin the cremation as planned, and *** ******* was present for the start of that process.
  However, *** ******* became visibly upset and confrontational during this time. Out of respect for her emotional state and in an effort to de-escalate the situation, the cremation process was immediately stopped, and her pet was removed from the chamber and returned to her unharmed.
  A full refund was issued for the cremation, as that service was not completed.
  To clarify: the witnessing/viewing portion of the service is non-refundable, as it is scheduled by appointment and requires dedicated use of the facility and staff time. *** ******* was given the full viewing time she reserved, and that portion of the service was fulfilled according to policy.
  When *** ******* called the police, our staff cooperated fully. Law enforcement found no wrongdoing on the part of our business.
  We take our work very seriously and approach each service with compassion and professionalism. We respectfully request that this complaint be closed, as a refund was already provided for the unused portion of the service and all actions taken were appropriate under the circumstances.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   On June 5th, I went Legacy Pet Crematory and paid for a cremation and a viewing of the cremation for a total of $533.23 for the cremation and viewing to be held on June 10th, 2025. I was told by the receptionist that the viewing start at 8:30am and the cremation promptly begins at 9:30am. The receptionist told me to arrive anytime after 8:30am. My name is ******** *******, as it states on my birth certificate. Legacy Pet Crematory records show my full name ******** ******* and contact information, yet the owner has wrongly stated my name as ******** *******. This demonstrates the owners dismissive, uncaring and unprofessional behavior towards this serious matter. Contradictory to the owners false statement I did not arrive promptly at 8:30am. On June 10th, 2025 I arrived at around 8:50am. There are cameras throughout the facility including the viewing rooms. When the staff took my pet at 9:15am, and opened the door to the windows showing the incinerator, there was an immediate glare and I couldn't see. I spoke to the receptionist and she told me to turn the room lights off, but the other light had to stay on. I turned the lights off as the receptionist told me to do so. Due to my small stature I was not able to see my pet, as well the fact that the incinerator where my cat was placed was to my far left and left my unable to "view" the process to which I had already paid for. Thus resorting to have to stand on a chair to be able to see my pet being placed in the incinerator. I spoke with the receptionist again and explained to her the situation. She immediately stated the owner will come speak with you. So I calmly sat down and waited for the owner which contradicts the owners false statement about me being confrontational. Again there are cameras throughout the entire facility including the viewing rooms and it will show me behavior has being calm. On the other hand the videos will show how the owner came into the viewing room yelling, behaving aggressively, being confrontational and stating he is going to remove my cat out of the incinerator. I explained that I was just having issue viewing my cat and due to the glare, and the fact that I had to place a chair to stand up and the incinerator where my cat was placed was all the way to my far left, practically out of my view. He continued to be unprofessional, and at no point did the owner attempt to de-escalate the situation nor even remedy the situation contrary to his false statement. He then walked out saying im taking your cat out and you can leave. I have videos, however they are too large and unable to upload them. I was able to upload 1 video demonstrating the owners behavior and his refusal to refund me the $533.23 for the services that were not rendered. I called the police, the officer took my statement and then the owner's statement. When the officer came of the facility after speaking with the owner, the officer stated he might refund my for the cremation only but not the viewing. The officer then advised me to file a complaint with the Better Business Bureau, dispute the charge with my bank and go the 2nd district court and sue the business for services not rendered. The office gave me a police report. Which contracts again the owners false statements that "they found no wrongdoing on the part of our business". The facility has cameras throughout the facility including the viewing room and if the owner will submit the video footage you will be able to see the situation in its entirety and see have the owners agressive, intimidating and abusive behavior I had to endure while my pet was supposed to be cremated and I was supposed to watch the process for which I fully paid for both services. The owners statemnt is correct that HIS STAFF was not abusive, unprofessional or aggressively. However, The owner on the other hand behaved in an aggressive, unprofessional and abusive manner. He continuously mocked me by stating stating numerous times "I'm not giving you a refund, you're crazy and making gestures with his hands/fingers signaling crazy around his head. He kept calling me crazy. Which is defamatory and libelous.

  I had no other choice but go out of state to get my pet cremated and spend even more money due the fact that the owner owns this current business and acquired/bought the only other pet crematory competition on ***********. The other businesses that offer cremation/funeral services use Legacy Pet Crematory for the cremation. Basically this owner has monopolized the pet cremation on Long Island. 

   

   

   

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

  
  Sincerely,
  
  ******** *******