I just can't say enough about John at Palmer Bush. We are truly grateful for the compassion and…read morekindness that was shown to us after the tragic passing of my 3 1/2 year-old granddaughter. John was very compassionate and communicative with us through this process. We had many requests, including several of her hand prints they made for us and locks of her hair which they packaged so nicely, and they added glitter to the casket we ordered because that's what her mother wanted for her. They went above and beyond to meet all of our needs. John checked in on us periodically to see how we were doing and gave us the time to decide when the moment was right for the funeral. They handled the funeral and burial arrangements, which all went very smoothly for us. Because she was a child, they did all this and waved their fees. This is true compassion. I just can't say how truly grateful we are to them and how much they did for us.

I am absolutely gutted at the way we were treated. I'm sure this won't reach a broad audience since…read moreyour website only does testimonials. Clearly you stifle the voices of those less than impressed with your services, but I'll speak my truth anyway. On Dec 6, 2025 we lost our precious baby girl. The snuggle buddy we raised from a 3 day old log kitten. At the time of her passing she was just 4 months and a few days shy of her 14th birthday. She was such a loving girl, with the gentless spirit. Early on we learned she was extra special, as she medically alerted to our sons seizures, high blood pressure spikes as well as a couple other medical conditions. When these would happen she would find my wife or I so we could tend to him. She was amazing in a nutshell. Thankfully on the day of her passing our son made it home from college which we believe is what allowed her to let go. She had been hanging on for him. With all our kids, and my wife and I she passed, surrounded by her family she loved. You were not our first choice, I wanted aquamation but sadly they didnt answer so my wife found you as I was too distraught to do it. We drove to drop our girl off and the gentleman who met us was nice. He was sympathetic. He told us how this service was started by the owners when they experienced a pet loss and the aftermath was less than stellar. That led me to believe our girl was in good hands. Now I question that because what I experienced as the mom to this sweet floof from the OWNER Sarah was heartbreaking and disgusting. See I am a disabled adult. I am 95% blind due to an accident which leaves me unable to drive. I depend on others for that. My wife holds a typical 8-5 job which just so happens to be your funeral homes office hours. More than a week after we lost our girl and knowing how desperate I was to have her home my wife managed to be able to leave work 15 min early yesterday so we could drive the 12 min from her job to your location to pick up my baby. When I noticed the GPS said we would arrive at 4:58pm I took it upon myself to call ahead and alert you of our arrival. I know some places close 5 min early or right on time. I wanted to make sure you knew we were coming. OWNER Sarah answered and I said we were coming from Lansing and would arrive at 5p latest. The response was not compassion, it was not empathy based on a company who handles death. A company who handles grieving families. The response I got was " if your not here by 10 after 5 we won't be here!". Point blank period, the end, no compassion, no grace just rudeness to a family trying their best to make it in your timeframe to get their family member. Also a literal 2lb family member we paid $413 to cremate! $413! When we arrived you Sarah didnt even have our girl ready and both you and Craig chuckled because you couldn't remember our babies name. A name I told you on the phone when you asked. You asked first name and last name yet my phone call was clearly not important as you couldn't even remember it when you hung up. My wife asked if her paw prints we special ordered were in the bag with her. Surprise, surprise, nope something we bought as a present for our son was missing. When probed further Sarah, you stated they take 7 days. That's funny because you had our girl 9 days. Our receipt does not denote we are missing something we paid for. I confronted you about how I felt I was treated and your response to my wife after I walked out of your building was you didnt mean to come off that way, not what you meant. I don't care what you think you meant, what you thought you sounded like. The fact is you came off as rude and uncaring at best! A better response to my phone call would have been to say something like "I am so sorry but tonight we must close the home by 5:10 to be somewhere else. We will see you at 5 by your GPS". When we arrived you could have said "I am so sorry again but I didnt catch the name of your baby can I get that again so I can go get them for you". But nope we didn't receive any of that care or compassion! When we got in the care and were looking at our sweet girls ashes I also noticed your "we love our pets like family" establishment couldn't even be bothered to sign your names to the sympathy care included. We got a generic card in the bag with 0 personalization. Wow, the care we feel is overflowing *painful sarcasm*. It leads me to wonder will we get the other item we paid for? How was our little furry best friend treated during her final minutes in her previous form? Was she truly cremated with the items we brought with her as we requested? Because quite honestly I don't trust you now and I wouldn't tell anyone else to use you!