Complaints

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 5, 2024 we had a death in the family. Two employees of this funeral home had paperwork signed by the grieving husband that same night.The wishes of our loved one stated she desired only a cremation, no memorial or any other service.To this date, June 4th, 2023, we do not know if she has been cremated. I have left messages and spoke to someone who had us drive to ***** last week to no avail.The staff stated there was a "mistake" and they do not know where her ashes are.We were disregarded and lied to. Payment was processed and no one acknowledges the family. Very disrespectful and disappointed in the entire process.We have no idea whose ashes we will receive as they have lied repeatedly.

  Customer response

  07/02/2024

  One of the employees called ********************* (widower) wanting to know why a complaint was filed when they provided a discounted service.

  This is inexcusable and very disrespectful. 

  Business response

  07/05/2024

  Please be advised,

  In regards to the deceased ************************* the legal next of kin is her living husband *********************. Our firm has not entered into any contractual agreements with the complainant **************** at anytime pertaining to the final disposition of *************************. The complainant **************** has sent an email indicating that she has "POA" (power of attorney) for ********************* and has the ability to act in his behalf, However, the documented proof of such power or ability was requested to validate her said claim of "POA" and to date no such documentation has ever been produced. The husband himself made the final arrangements for his deceased wife, signed the appropriate documents and contractual agreements and the requests for cremation was completed and the cremains of ************************* along with the proper documentation including the certificate of cremation were released to the family. 

  Please know that immediately following the demise of *************************, ********************* her husband was admitted to the hospital and remained there for about 6 days causing a slight delay in the process as his signature was required and subsequently obtained following his release. it should further be noted that no payments were made or received until May 30, 2024 in the amount of $500.00, despite the fact that the actual death occurred on May 05,2024. Please know that a formal internal investigation was conducted by our firm and has revealed the (3) employees are directly related to the family (2) of which are the daughters of ********************* and (1) being a son-in-law of *********************. This complaint appears to be of a personal nature spawning from some type of family dispute that was manifested into this current complaint. It appears that **************** may have been upset or disgruntled at some point and has weaponized the Bureau to apply her distain professionally against the establishment who has been a neutral party throughout this unfortunate time of bereavement. As a courtesy we did provide the family with discounted services prior to our engagement due to the persons or family members employed with us.

  Supporting documentation will accompany this transmission.

  Management of Paradise Memorial Home

  Customer response

  07/19/2024

   
  Complaint: 21803607
  
  I am rejecting this response because:

  Thank you for checking into the complaint. Please be advised that the response from the business is not entirely true. The funeral home did not make any attempt to communicate with the family of ************************* until my complaints were filed. No one answered our telephone calls, and we were told some very despicable things in our effort to retrieve the cremains of *************************. ********************* (widower) stated to me that he was unhappy and wanted his wife's cremains as soon as possible, even though he received a discount. I, ***********************, kept ********************* in the loop of everything being discussed here but obviously he was not being truthful with his daughters (funeral home employees). He gave permission for me to file on his behalf. Also, I was never asked by the funeral home to produce the *** form, therefore it was not done. Again, we only received the cremains after complaints were filed, which is not the way business should be handled at such a time. I and other family members are not disgruntled, only disappointed with the service received, even with it being at a discounted rate. We drove a very long way to *****, only to be told the funeral home had the paperwork mixed up and we could not retrieve my aunt's cremains. We were IGNORED so we left. The staff is unprofessional, and we have read many other complaints that read as such. Going forward, please allow the funeral home to read this comment and I do not wish to communicate further about this. ********************* is satisfied with what he believes to be his wife's cremains.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩