Complaints

• Initial Complaint

  06/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  my mom was sick in the hospital, when we check her funeral arangement it did not show cremation of the body which is what she always wanted. so me and my sister ***** went to the mortuary that she had chosen to purchase a cremation package, so when we got ther ***************************** sold us a pacakge with cremation and a place for her ashes, so we gave a deposit of $2000.00 and we were gonna make monthly payments, my mom passed away some weeks later. then we go to the mortuary to make all the arragements, and for our surprice they said we did not purchase cremation only the spot for her ashes and that her original contract did not have cremation only funeral with body to be burried, all this time we though we had bought the cremation, we gave ***** the original contract and i guess he did not read where it said , only burried of body and funeral, whick if he would have told us the day we purchased the package we would have mom signed a new contract of cremation, and he did not tell us what he sold us was only the placement of ashes. My mom always wanted to be cremated to we had to go to a different funeral home and paid $17,000 and all the stress of trying to fix and gathering of money for the new palce, and i asked the mananger ********************* if they can give us some compensation for their mistakes, he said no. we had to pay $825.00 for them to release the body and they deducted ****** from the $2000.00 deposite for the Aplication Fee which was obsurd for their mistakes. i want them to compensate with something we had so much stresss and had to pay other funeral home, hopefully you can help us and so this mistake does not happend again to other people.

  Business response

  06/23/2023

     In Response to ********************** complaint submitted on 6/1/2023, we are required by Cemetery Rules and Regulations to uphold the intent of the person who has completed a pre-arrangement for their funeral or burial services. ********************** mother had a pre-arrangement funeral arrangement contract which identified her intent of final disposition was full traditional burial which she purchased in **** and completed her payments on. ********************** mother never changed or altered that arrangement so we are required to adhere to whatever documented intent for disposition is stated. In this case because her mother had a pre- arrangement and there was no other documentation to support the mother's desire to change to cremation, we cannot as a mortuary go against the arrangement originally set up in that original contract. The change could only have been made by ************************ mother while she was still living. This is why we couldn't satisfy ************************ request for cremation.

    The location for burial of cremated remains sold by ************************* was done based upon the families desire to have their mother cremated. ****************** is still very new to the position and could have looked at the original funeral contract a bit closer to inform the family that the contract their mother had purchased had her intention of traditional full body burial arranged and paid for. He and his manager *************************** have apologized for this error and have completed the cancellation of ********************** purchase of the cremation niche, our normal retainment of cancellation fees which are contractually included in our agreements, were waived for the family. We have a contract administration fee of $125.00 as part of our processing ,which was retained. We will be refunding the patron the $125.00 as requested by the family. This returns all monies paid by the family to Calvary Cemetery for their purchase of the cremation niche. We will send a letter to the patron to let ******************** know that we are going to refund that $125.00. If there is anything else we can provide to you for your investigation please feel free to reach to *********************************** ******************************** Building B, ***********, ** ***** or email ************************ Director of Pre- Planning

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