Vet cremation mistake- should we pay?

[Deleted User]

Very long story short, we unexpectedly had to have our beloved dog put to sleep. We were devastated. As we were waiting for the euthanasia to take place, whilst sobbing, the vet asked me if we wanted her cremated. Bit heartless at the time as she was still sitting with us! however, we said we wanted her cremated as we wanted her ashes back. I was given a euthanasia consent form to sign, and then handed a leaflet about memorial choices. I was told to 'look through this when you feel up to it'. Didn't think anymore of it. During the sedation part of the euthanasia,  the vet had to call in another vet, as this wasn't going as it should. The vets made the comments "she is resisting, she's resisting" This was in front of my whole family, as we held her for her final moments. This was awful to hear and a memory we will never forget.
After it all, we left. A couple of days after, I felt able to look at the leaflet I had been given. It was for a cremation service who wanted to charge £301 for a group cremation. This was way too expensive for what it was and we wanted an individual cremation. As we were looking around, we phoned the vet and asked them if they could fold on to our dog's body for a couple more days while we sorted something out. They said that was fine.
We found a brilliant company, and arranged for them to collect her body on the Friday (She passed on the Monday. Again, we phoned the vets to say that PetCremation UK will collect her on Friday morning. Again, we were told this was fine.
A very long story cut short, we had a phone call on the Friday to say that Her body had been released to the company who the vet had tried to 'sell' to us. Incredibly distraught and upset, I called the vets, who informed me that we would not be able to have her body returned until the following Friday, a full 7 days after! When i disagreed with this, it was suggested that we might like to 'drive up and collect her' (it was 30 degrees heat, and a couple of hundred miles away!)
We had no choice but to wait.
I have raised a formal complaint. They claim that as I didn't tick the box (a box that I was not made aware of when shoving a consent form in my sobbing face!) saying that I was going to make our own arrangements, then I had given consent. My argument is, how can someone agree to a price or service if they have not had the chance to research, plus, I feel this was very much mis-sold as it was not explained correctly.
Also, on 2 separate occassions, we called the vets to ask them to hold on to her, and the second call, we informed them of the company who would be collecting her. The vets admit that it was a locum vet who answered the call, and that she made a mistake when passing on the message. This was their mistake!!!
They proceeded to send us a bill of £167 for the outstanding amount which is for the euthanasia. I have said that we feel we owe nothing due to the level of service received, and the unnecessary pain we endured. 
I predict that they will demand payment. My question is, should I stick to my guns and complain higher up? Your thoughts would be very much appreciated, as I am aware that my judgement is clouded due to the upset with all of this.
Many thanks

MyRealNameToo

[Deleted User] said:

Very long story short, we unexpectedly had to have our beloved dog put to sleep. We were devastated. As we were waiting for the euthanasia to take place, whilst sobbing, the vet asked me if we wanted her cremated. Bit heartless at the time as she was still sitting with us! however, we said we wanted her cremated as we wanted her ashes back. I was given a euthanasia consent form to sign, and then handed a leaflet about memorial choices. I was told to 'look through this when you feel up to it'. Didn't think anymore of it. During the sedation part of the euthanasia,  the vet had to call in another vet, as this wasn't going as it should. The vets made the comments "she is resisting, she's resisting" This was in front of my whole family, as we held her for her final moments. This was awful to hear and a memory we will never forget.
After it all, we left. A couple of days after, I felt able to look at the leaflet I had been given. It was for a cremation service who wanted to charge £301 for a group cremation. This was way too expensive for what it was and we wanted an individual cremation. As we were looking around, we phoned the vet and asked them if they could fold on to our dog's body for a couple more days while we sorted something out. They said that was fine.
We found a brilliant company, and arranged for them to collect her body on the Friday (She passed on the Monday. Again, we phoned the vets to say that PetCremation UK will collect her on Friday morning. Again, we were told this was fine.
A very long story cut short, we had a phone call on the Friday to say that Her body had been released to the company who the vet had tried to 'sell' to us. Incredibly distraught and upset, I called the vets, who informed me that we would not be able to have her body returned until the following Friday, a full 7 days after! When i disagreed with this, it was suggested that we might like to 'drive up and collect her' (it was 30 degrees heat, and a couple of hundred miles away!)
We had no choice but to wait.
I have raised a formal complaint. They claim that as I didn't tick the box (a box that I was not made aware of when shoving a consent form in my sobbing face!) saying that I was going to make our own arrangements, then I had given consent. My argument is, how can someone agree to a price or service if they have not had the chance to research, plus, I feel this was very much mis-sold as it was not explained correctly.
Also, on 2 separate occassions, we called the vets to ask them to hold on to her, and the second call, we informed them of the company who would be collecting her. The vets admit that it was a locum vet who answered the call, and that she made a mistake when passing on the message. This was their mistake!!!
They proceeded to send us a bill of £167 for the outstanding amount which is for the euthanasia. I have said that we feel we owe nothing due to the level of service received, and the unnecessary pain we endured. 
I predict that they will demand payment. My question is, should I stick to my guns and complain higher up? Your thoughts would be very much appreciated, as I am aware that my judgement is clouded due to the upset with all of this.
Many thanks

Sorry for your loss. 

I see no grounds for challenging on the cost of the euthenasia, your animal was put down as requested/needed. Realistically they do need to know what is going to happen to its body even if it's a distressing time. Maybe if you didnt feel up to making the decision then you should have just said you'd take the body, which is what we did with our cat.

What has happened afterwards when you agreed to use one cremation company and then changed your mind but the change of mind wasnt noted correctly doesnt mean they didnt do the job you'd paid them to do.  

sheramber

Sorry for your loss. it is understable you are upset .

I have had dogs for over 50 years.

All my vets have asked about cremation/burial etc before euthanising my dog.

You are in no position to decide this afterwards, more so  than beforehand.

the only way to avoid that is to discuss arrangements with vet before it becomes necessary. your pet's medical notes can be noted in advance.


Your dog was euthanised and yes, you should pay for that.

Your vet could charge for storing the body for linger than necessary but , in the circumstances, will probably not.