A Traumatizing Experience – No Transparency, No Dignity
We had a deeply disturbing experience with Constant Companion in Cleveland, TN. After my beloved dog Bella passed on June 30, 2025, we opted for the after hour service advertised by this provider and dropped her off by 7 p.m. that day. We were met by a man in street clothes who never identified himself. He led us from the street straight into a dim room containing a cremation oven and a freezer. The room, the oven, the freezer, the smell of burned remains, we were in shock after just loosing our dog. He just handed us a glossy brochure of cremation packages, asked for $75 in cash (which we didn’t have as nobody told us), and when I asked what to do with Bella, he silently pointed to the freezer. There was no intake process, no receipt, no explanation of care—and absolutely no words of condolence. We were told someone would contact us the next morning. No one did, I had to to be told that with the upcoming holiday of July 4th there will be a delay and someone would call. Over the next two weeks, I called various times seeking updates. Every time, I was told someone would call me back. No one ever did. On July 16, after I called again, I arrived to pick up Bella’s ashes—handed to me in a brown paper bag that the staffer nearly dropped, laughing it off when it slipped. When I asked for a printed receipt for paying, she rolled her eyes. No words of condolences from her until this point with the exception of underlining that someone called on July 9th and also left a voicemail. That never happened. Question I am raising when would they dispose of a pet that is not claimed because they never truly call? The cremation certificate said July 1, yet I was repeatedly told Bella had not been cremated. I have no way of verifying the ashes are even hers. After expressing my concerns to the front desk, I was contacted minutes later by her (now my phone number suddenly worked for her) offering reimbursement of the after hour fee and claiming they’d review their procedures. I asked for the owner to call me and he did. He acknowledged recent staff turnover, and promised an update within 48 hours which I asked for. That deadline passed. He never followed up. There was no transparency, no professionalism, and no compassion. This experience was emotionally traumatizing and disrespectful to our grieving family. I am filing formal complaints with multiple agencies and sharing this to protect others. I would never recommend this provider to anyone going through a loss