>> when i was approaching the casket before calling hours at the funeral home. and i went up there and i looked at the hair. i looked at this woman's ears. and i looked at her nose. i said no, this isn't mom. this isn't mom. and i got up and i walked out. and that's when i saw my sister and my brother-in-law jimmy and the director, the funeral director's office. and i said, what's going on? and that's when judy said, we don't think that's mom. >> obviously then this massive investigation is launched, complaints obviously made at the same time in canada they're going through the same awful situation there. realizing it's not their loved one either. what happens next. >> well, we called right away down to the funeral home down in saint martin and said to the