"As with most cases of loss, it can lead to unexpected financial burden and is usually unforeseen. Due to these unforeseen circumstances, our friend's and their Ohana found themselves in need of a mortuary and their services with an expedited cremation process. When my husband and I called on behalf of the family, we spoke to Shaina and explained about their unfortunate situation. We made an appointment and followed up with her the very next day. During our meeting Shaina reassured the family that Ballard would take the best care of their loved one and that she would do everything she could to expedite the process. She answered all of their concerns with grace, empathy, and hospitality. Shaina explained in detail what to expect, how the process would be handled, the fees, department of Human Services certificates, and that she would contact them once she knew when the process would take place. The reassurance she provided was priceless but that wasn't the biggest blessing she gifted to the family. Throughout the course of the meeting, while going over the fees with the family Shaina gifted the Ohana with a discount. Being that Ballard Moanalua is now under new management, she was able to apply this in order to assist and ease their pain just a little. Now understanding that this was a rare exception due to their unique and unfortunate situation, we were overwhelmed with gratitude for her kokua (help) and malama (to care for) toward the family. A few days later they were able to pick their loved one up and fly home that evening. My husband and I gave Shaina a small makana (gift) for all that she did. We can't thank you enough, Shaina and the rest of the staff at Ballard Family Moanalua Mortuary for all that they did for our friend's and their family. It's these acts of kindness that go a long way especially in these situations. We truly can't thank them enough for their dedication to family, their beautiful gift of love, their professionalism, and their ALOHA! Mahalo Nui to Shaina and Ballard Moanalua Mortuary for everything."