JACKSONVILLE, Fla. — Pets become part of the family, so when they pass, the transition is usually painful.
Luna, a rescue dog, was Anna Warren's companion for a decade.
"She was my life, she was my baby," said Warren.
In March, Luna was stricken with Cancer and the decision was made to put her to sleep.
"I cried harder than I've ever cried before. For days," she said.
Her pet was euthanized by her vet at the animal hospital and was supposed to be cremated, but it never happened.
The pet crematory never received Luna's body. Then Warren discovered it was never sent. Luna was still at the animal hospital.
"She had just been sitting in there for months," said Warren. "It makes me feel upset. It makes me lose trust in the whole process, it makes me not have closure."
On Your Side reached out to find out what happened. Dr. John Rossi told us Luna's paperwork was misfiled by a former part-time technician at the hospital.
They were completely unaware until now.
"I had been doing really good at moving on but when that happened it was heartbreaking all over again," said Warren.
It has been troubling for her veterinarian as well.
"We are terribly sorry for the emotional distress," Rossi said. "This is the first time in my 34 years this has happened. We are taking care of it and the costs."
Warren said she is satisfied with the apology.
"I am and I think he has always been a good doctor to me," she said.
But she would like to see a follow-up system in place for all patients. Now she waits for Luna's ashes.
"I made a garden for her and I want to put her ashes in there and I want to be sure it is her ashes," she said.
The pet crematory confirms it will pick up Luna on Friday and complete the process.
The lesson learned from this is to minimize human error, the pet owner can and should when possible deal with the pet crematory directly.