Cope Memorial Chapel - Aztec

I want to extend understanding and patience to this establishment but under these circumstances I can't. There is a severe lack of communication between the staff and coordinators there. It was three days after my dear family members memorial service before we discovered their ashes were not in the urn. Despite it being delivered nearly an hour late to the service. He handed us the urn and left. Nothing was said to us the days prior nor the days after about any type of delay or not being ready by the service date. Until we were grieving and wanted to mix the ashes with a tree we planted in memory.
After phone calls, we found out the relative was not even cremated yet until the following monday! Again, no one reached out to inform us about this! There is a lot of words and frustration around the lack of communication. Had there been any, I feel this could have saved alot of heartache.
Im tremendously disappointed and furious. I do understand there are medical documentation, but again. A simple phone call to follow-up with the family would have been appreciated.