This was the third time, I have used Valley Pet Aftercare for the cremation of my beloved dogs. I…read morewas so numb the first time that I was just a slobbering mess standing at the counter. My girl Jasmine, was my baby and the first animal I lost in my adulthood. Tim, the manager held my hand and just let me cry my eyes out. Reassuring me through the entire process. He was kind enough to finish the process, so I could take her home that same day. Four weeks later, I found myself standing back in front of Tim having lost my second girl, Maxine. I was a bigger slobbering mess the second time around. Once again, Tim exhibited such compassion and warmth when giving me a large chuck of his day. He listened as I talked about how my girls made this world a better place. He handed me tissues as I cried my heart out and vowed to never get another pet. I was unable to find an urn that said "I'm Maxine or I'm Jasmine" in his store. He told me that when I found the perfect urns, he would transfer the ashes into them. Fast forward eleven years and another dog later. I found myself in front of him, once more. I went back to him, when I found out my Chopper girl became ill. I wanted to prearrange my services. I figured that would be the only way, I wasn't going to be a slobbering mound of mush. I arranged for transport from the vet office, two set of paw prints, the cremation and placing the ashes in an urn, that I purchased else where. I had special requests for Tim, I wanted my girl back in the same day and I only wanted Tim to process her. Tim was the last person to touch my girls, Maxine and Jasmine and now I wanted the same for Chopper. All of my request were meet with a quick, "Yes, I will do that." Tim was amazing. He remembered me and my girls. He also remember the promise to transfer the ashes, when and if I'm ready and find something that I like. I stopped by to prepay for the services and got to meet Jaime. Jaime is the assistant to Tim. He was very kind and compassionate as well. When the dreaded time came, I called Valley and left a message. The call was returned with a few minutes, even though it was after hours. I am very happy that my experience was handled by a company and people that I TRUST. I will forever be indebted to Tim for his kindness, compassion and empathy, in helping me through the three worst experiences of my lifetime.

Their website says that "there is simply no room for error!" That's the biggest BS. Please avoid…read morethe extra grief and go elsewhere. My dear pet Bruiser lost a battle to a pituitary tumor and I was absolutely devastated as any pet parent would be. My veterinary clinic had pointed me to this place, so my husband gave them a call (because I was too distraught to even talk) and we went to drop off Bruiser's body. I wrapped Bruiser in the towel that he was sleeping in the night he passed, and my husband and I drove to Valley on Saturday the 7th to drop off his body. The facility shares space with the Valley Boarding Kennel. When we walked in, we weren't even sure if we were in the right place. My husband filled out the paperwork and the guy behind the counter (I believe he was the guy who does the cremations) asked which urn I wanted. I chose a mahogany urn (they didn't even have this in stock, which they didn't let me know, but I'll get back to this later). The guy said they also offer paw prints, but that small animals' paw prints don't come out too well. That was strange because I've seen plenty of others get their small pet's paw prints imprinted perfectly fine. My husband said we'd pass on the paw print, whatever... I was still too distraught to argue about anything. Bruiser was still wrapped in his towel, and the guy asked if I wanted to take it with me or leave him with it. I said I'd leave it with him, but stated that I wanted the towel back with Bruiser's cremains. The guy said "absolutely". Lies. A few days pass, and I've been crying my eyes out every single day. Monday night, I ask my husband to call Valley and tell them to get Bruiser's paw print, if he hasn't been cremated yet (I assume he hasn't been since we haven't gotten a call yet). First thing Tuesday morning, my husband calls them to let them know. Some girl on the phone says that Jamie, the guy who does the cremations, is not in yet, but that she would relay the message to him first thing. Lies again. My husband gets a voicemail from this Jamie later in the afternoon saying that the cremation had just finished, but that he had gotten the message about the paw print too late. And the guy had the nerve to restate that small animals' paw prints don't come out too well anyway. Yeah, that makes a grieving pet parent feel SO much better. They were also waiting on the mahogany urn to come in, but said it should be in by the end of the week. Friday comes, still nothing. No phone call from them. My husband works nearby so he went to Valley almost a week after we'd dropped him off because I couldn't stand having Bruiser's remains there any longer... and mind you, their website states that "typically, we will be able to reunite you with your pet within 2-3 business days." They still didn't have the mahogany urn, so then Bruiser was put in another urn that I don't like. Another blow to a grieving pet parent. The staff member that my husband dealt with that day was a different one from the one we saw when dropped off Bruiser. He was sympathetic for all the trouble and issued a full refund for the services even though he had nothing to do with the issues we had. Then my husband realized that Bruiser's towel was not included with the cremains like I had asked. He was told that they would keep looking and would mail it to us. When I looked through the papers that came with Bruiser's cremains, I saw the identification tag that specifically said "would like towel back". THEN HOW THE HELL DID I NOT GET IT BACK?! Almost two weeks pass with no package. I called them yesterday and got the guy who gave the refund on the phone. He said Jamie, who handles all the cremations, was gone for the day. He also said that he thought Jamie had handled the issue, that he would give Jamie another call, and that I should try calling when Jamie gets in at 8:30. So today, I called and got this Jaime on the phone. He claimed that he had left a message for my husband that the towel had been burned with Bruiser. Lies AGAIN. The only message he left was his previous message to tell us his excuse that he didn't get the message to get Bruiser's paw print. He said himself that he was the one who wrote the note "would like towel back" but had forgotten to remove the towel before cremating Bruiser. I hung up, but called right back because it just bothered me so much that this guy seemed to have zero sympathy or regret for what happened. I had to let him know that giving a refund (which he himself hadn't even given) doesn't make what he did okay. He was trusted to save something with big sentimental value, and he made a HUGE mistake and didn't even sound sorry about it. His excuse was that when pets arrive wrapped in a blanket/towel, they typically get cremated together. But there's no excuse when he himself wrote a note to save it, but didn't. Disgustingly untrustworthy and unprofessional.