Complaints

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sept 15-30, 2023 ******* ***** purchased cremation services from M**** Cremation, PAID Cash in Full, we paid addition services on Sept 30 $1479.00 ******* ***** $250.00 ***** viewing $150.00 Oct. 15th USPS ***** for shipping Creation remains to Alabama (total shipping M**** only paid 78.00 but charged us 150.00) Total: $1879 Failures: Remains were shipped INCORRECTLY per State regulations for TWO boxes interior for URN wrapped, sealed in PLASTIC Bag covered and secured in bubble wrap. Remains were sent in a thin plastic box, lid was NOT Secured and arrived Opened! Remains in plastic bag inside plastic box WERE punctured SPILLED out everywhere! Urn WOODEN Box that my father picked out, purchased paid CASH NEVER used, it WAS NOT sent and NO explanation. DEATH Certificate is WRONG 1.) PLACE is ******* ***** ****** * **************, NOT nursing home 2.) Occupation is HVAC Technician, NOT repairman 3.) Martial status is Divorced, NOT widowed 4.) Informant is ******* ***** Certified Nurse, NOT **** ******** A FULL Refund and Death Certificate CORRECTED and Mailed to us Immediately. Sean M**** called ******** lying that the USPS Opened and Damaging CREMATION human remains! Four calls excusing his failures, his wife called and they both NEVER took responsibility until the final call, he stated he would make a Total Refund, then only to call again to tell us we can do whatever want. Sean NEVER apologized for his appalling handling of my Dads remains, such disrespect. Sean never addressed his failure correctly input information facts regarding my Dads Death Certificate. We had to purchase a Wooden URN for Dad at $195.00 and have Dads remains Sealed properly with a local Funeral home. There are no words to explain how horrifying it is to have your fathers human remains spill out over the counter and having to vacuum them up, no one should ever have to do this.Cremation is disgusting enough but it is what my Dad could afford and this confirms how disrespectful it is.

  Business response

  10/24/2023

  I received a call on Monday October 16, 2023 at around 5:00pm that there was an issue with the mail by ****, ****'s husband. The cremains were delivered on Saturday October 14, 2023. The origian preneed contract was between **** ******** as the purchaser and McGan Cremation Service as the provider for 1044.00. When Mr* ***** passed on September 29, 2023 the amount was shown on the At need contract along with additions added by **** with the permission of **** ********.. That addition was the cot viewing for 250.00. And I was told to take off the mailing at that time.**** paid for the viewing for 250.00 at that time. The viewing went well. **** then asked by email and phone to mail the cremains. The cremains were accepted by USPS and delivered to ****. I called Madison USPS and federal USPS and and was started. **** explained to me on the phone that the box had been opened partially and that cremains were everywhere. I asked ifthey spoke to the carrier why did you accept them? why did you not call me the second you realized something was wrong? I did call them many times because the first thing I was told was 1829 dollars will make this right...Once the post office took that package, I cant be held responsible for it if it is tampered with. **** signed for the package. She told me how great I was in my presence and in emails. Now that the USPS allegedly did something I have to pay. Please take a minute **** ******** is the purchaser and I cant just pay you someone elses money. I refunded you for the mailing and the urn at 260.00. i apologized about the urn. The mail was shipped properly. **** ******** is the informant for the death certificate. That means ****, she gave me all the wrong information I take what she tells me and put it on a death certificate. I even caught the birthplace and corrected it on the death certificate. Your refund for the mail and urn was sent. You cannot hold a funeral home liable for tampered mail. And even in this complaint you are not nice. If you had key word HAD called I could have easliy overnighted the urn but you chose to go down this path, I'm curios if you had purchased a 1 Million dollar urn should I pay for that too. Read the authorization form your father signed, he wanted **** ******** in charge not **** ***** and in the wording says funeral home cant be held responsible for shipping remains, which for sane person would make sense. Talk to **** he said he had pictures of the box tampering and he said it was noted with post office, I havent been able to prove this with USPS they said you were quite pleased. Everything you have said is all just you saying it. i did everything I can clearly it will never be enough. I have more documents to post.

  Business response

  10/24/2023

  1. They did not pay in cash, **** ******** paid for the cremation prearrangment 9/15/23 I sent in doc to prove this. They paid additional service of 250.00 for a cot viewing which was honored. Remains were shipped correctly or the USPS would not have accepted the remains if they were not packaged correctly. My general price list is 150.00 for registered priority mail. **** told me the side of the box was opened, the cremains were inside another box and inside a bag that was tied off. I refunded the money for the box it was an error, i could have overnighted the original box but they had all ready bought another urn before consulting me with the problem. The informant on the death certificate is **** ******** who may have given incorrect information, what I do know is that Mr* ***** the deceased did not want his daughter to be a part of this, but **** allowed the cremains to be mailed and for him to be viewed. I did not blame them I said to them if the USPS had the cremains and **** ***** told me the box was tampered with, how on earth can I be held responsible once the package is out of my hands. I refunded them for 110 for urn and 150 for mail. the cremains arrived and she signed and made no complaint to USPS. I called USPS and I made complaint, it is in their system. If you like I will get in contact with them for documentation, but the green return slip is signed by ****. If **** spilled those cremains on the counter it was after she pulled out another box and physically opened it as it cant open inside of the mailer because it was wrapped in bubble wrap and white padded mail wrap. I believe she is lying her first demand was to pay 1829.00 the bills do not even come to that, now it is 1879.00 this is ridiculous that **** paid for her boyfriends cremation and estranged daughter **** wants money and thats what this is about and Im not doing it. I'd like to see their documentation from USPS showing what McGan cremation did wrong. The death certificate can be fixed as long as **** ******** the informant agrees to the changes. This lady shoud be punished for false accusations and no proof whatsoever. They got cremains on Saturday and didnt call me til Monday at 5:00pm why is that?  Look at the emails of her thanking me for the cremation and viewing but now because a box in the mail is tampered with (***** ******* ***** I should pay 1879.00. Really not being bullied today tomorrow never. Also Mr* ***** signed his cremation document that says I hereby indemnify, release, and hold harmless Crematory, its agents, employees, representatives, and assigns from any and all loss, damage, liability costs, expenses or claims resulting from this authorization, including attorneys fees and cost of litigation in connection with the cremation and disposition, including SHIPPING, of the cremated remains.  

  My demand is remove this false complaint, on the basis of no proof whatsoever on their part just ramblings.

  Customer response

  10/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: We strongly disagree with McGan's reply based on the inaccuracies he stated.  Mr. McGan falsely stated that my father and I were estranged and that he did not want me to be a part of this. This could not be further from the truth, and it is very inappropriate for him to make this kind of statement.  We did not tell Mr. McGan that the remains were tampered with (as he stated).  We told him that the cremains were outside of the bag, loose in the box and spilled out on the floor and kitchen counter.  We immediately took the package to a local funeral home, they inspected the package and stated to us that the reason they had spilled out is because bag was punctured and allowed the ashes to spill out.   At that time (Monday Oct. 16th), we had them repackage the remains and place in an Urn that we had to buy from them, since we did not get the one my father paid for.  This puncture did not happen during shipping, it happened while packaging, prior to shipping.  U.S.P.S. Instruction 139 states that a sift-proof container be used to prevent spillage of loose remains, this was not followed.  U.S.P.S delivered the cremains Monday Oct. 16th, and tracking/proof of delivery proves this point.
  

  False statements directly related to me and my Dads relationship that had NO bearing on any of this.  His personal insults, and attacks, saying i am lying and blaming the Post Office for mishandling are not acceptable.
  

  Sincerely,
  
  **** *****

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