METAIRIE, La. — Since the fire at Heaven's Pets more than a week ago, families have continued to call and email WWL Louisiana.
The business offers pet cremation, burial, and memorials. It's located on the grounds of the historic Metairie Cemetery.
Harvey resident Charline Talamo said her beloved Yorkie, Surprise, was taken to Heaven's Pets to be cremated.
“I called and left a message on the 10th. I said she’s been dead since the 3rd. I’m coming to pick her up Saturday, the 13th," Talamo said.
Talamo said it was unclear whether the ashes were ready to be picked up, and she left empty handed.
“I feel like I let her down because I should have had her that Saturday morning," Talamo said.
That night, a fire ripped through part of the building.
Heaven's Pets called the damage 'extensive.'
More than a week later, the building was partially covered by a tarp and was roped off with caution tape.
“This is not an easy recovery process and could take weeks to complete. We appreciate our families’ continued patience and understanding during this challenging time," said Patrick McCausland, President of Heaven's Pets.
Heaven's Pets said they did not know how many animals were in their care at the time of the fire and that they worked with families and clinics across the Greater New Orleans region.
“Our staff is working diligently to recover, identify and document all pets that were inside the building when the fire occurred," Causland said.
Talamo said she's used Heavens Pets many times over the years, but she's struggled to make contact with the company since the fire.
“Let us know exactly the chances. What are the real chances of recovering your pet," Talamo said.
Heaven's Pets said it returned every call it receives and that families will be contacted when they have more information on the status of their pets' remains.
Heaven's Pets said no one was injured in the fire, and the cause is still under investigation.
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