Dove Lewis has shown nothing but kindness with my kitty's passing (she was elderly, but this was…read moreunexpected). I was told by my two friends watching her that she was well taken care of, they answered my international calls quickly, and even sent a card in the mail within just a couple of days. My little Bella was in very trustworthy hands and that's why mattered most. Thank you, Dove Lewis team.

I am writing to express my deep disappointment regarding the way my family and I were treated…read moreduring one of the most heartbreaking moments we have ever experienced during the euthanasia of our beloved Chihuahua. While I want to acknowledge that some members of your staff were incredibly compassionate, the overall experience was made significantly more painful due to the actions of one of your representatives, Kev. His lack of compassion, professionalism, and awareness during such a sensitive time left both myself and my daughter deeply upset. When we arrived, my daughter went inside to check us in while I remained in the car with Sophia. We had specifically hoped to use the side entrance to minimize any additional stress for Sophia, who was already in distress. Kev refused to allow my daughter to check us in because I was listed as the primary owner even after my daughter explained she was a family member. The only information that needed to be confirmed was my phone number, address, and email address, all information my daughter could have confirmed. Instead, I was forced to walk into the lobby while crying and emotionally overwhelmed. This lack of flexibility showed very little understanding of the situation. Once we were escorted into a room, Kev returned to review paperwork and discuss payment. Prior to our visit, I had contacted Dove Lewis prior to verify what charges I would be responsible for. Despite explaining that I had already confirmed these details, Kev argued with me while I was sitting there holding my dying dog in my lap. During such an emotional moment, the last thing anyone should have to do is debate billing. The vet assistant who cared for Sophia before the procedure was exceptionally kind, compassionate, and respectful. She carefully prepared Sophia, brought her back so we could spend our final moments together, and gently explained that we could notify the staff when we were ready. Her compassion made a tremendous difference during an incredibly painful time. The vet who performed Sophia's euthanasia was equally compassionate and handled the procedure with dignity and empathy. We are sincerely grateful for the care both of these individuals provided.  After Sophia had passed and we had spent time saying our final goodbyes, my daughter informed the staff that we were ready for them to take her. Kev entered the room and asked if we were ready to proceed with the euthanasia, completely unaware that the procedure had already been completed. This demonstrated a troubling lack of communication among the staff and forced us to relive an incredibly painful moment unnecessarily. To make matters worse, after realizing the procedure had already been completed, we handed Sophia over to Kev wanting to leave peacefully with our grief.  Instead while holding our dog in his arms Kev started to discuss a refund that was owed and wanted to know what card to refund to. I was completely inconsolable after saying goodbye to our loved one and this was an incredibly insensitive and inappropriate time to bring up financial matters. I told him that we would call to take care of it. After that conversation, rather than staying behind with Sophia and simply allowing us to leave the room and grieve privately as we exited, Kev continued to follow us out of the room and down the hall to the exit all while carrying our pet. There was no need to escort us out as we had entered through the same side entrance. Throughout this time, he continued speaking to us while carrying Sophia in a way that was deeply upsetting. Her head was dangling over his arm without the care and dignity that I believe every family expects their beloved pet to receive after they have passed. Seeing our loved one handled in that manner was completely heartbreaking, and it is an image that my daughter and I will carry with us for the rest of our lives. This should have been a peaceful opportunity to say goodbye to our cherished family member of 17 years. Instead, multiple interactions with Kev made an already devastating experience even more painful. Families facing end of life decisions deserve empathy, patience, clear communication, and compassionate treatment. Unfortunately, that was not what we experienced from him. I sincerely hope this feedback is taken seriously.