Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I tried to purchase a plot, opening and closing and tomb stone for my 86 year old mom. I was asked for $2,500 down payment which it gave. I was told the payments would start 7/25/24. After no payment was taken out I reached out to my contact person . She kept putting me off and saying she would check into it. After time had passed I sent her a text and asked her to refund the $2,500 and cancel the contract due to no service or product given. I was told it would be sent to the manager for approval. I spoke with *** ******* and told he would not refund my money . I paid this company my money in good faith and didnt receive anything. The lady who came to my house also just asked me again for my banking account information and I told her no . Again Im asking for my money to be returned due to no product or service given. He also said 2 payments should have been taken out .

  Business response

  09/03/2024

  Customer agreed to have her monthly payment auto drafted from her account, but there was a system error and the recurring payment was not accepted at the time of contract entry.  ************* brought this to our attention to her advisor so that she could investigate the issue. Once we realized it was a system error, Ms. **** would not provide us the payment information to get her account set up on recurring payments. This could have also been resolved through our payment portal on our website. The contract is past the 3-day cancelation period and services have not been rendered because it was not paid in full. Ms. **** was pre-planning for a family member that has not yet passed away. Since this complaint, Ms. **** has disputed the down payment charge indicating "services not provided", but we are unable to provide burial service for someone that is not deceased and prior to the contract paid in full.  

   

  Customer response

  09/04/2024

   
  Complaint: 22197276
  
  I am rejecting this response because:I reached out several times and after contacting ***** and told she was really busy and was waiting for someone to get back with her and that didnt happen.  At that point I was asked for my acct info again and I didnt give it to her because I had lost trust in this company and I asked for a refund of my down payment or $2500.  ***** told me she would get with manager to refund my money if this is what I wanted to do. She also said she couldnt understand why is was taking so long.  It had nothing to do with a glitch in there system it wasnt setup properly.
  
  Sincerely,
  
  ***** ****

  Customer response

  09/04/2024

  Heres some text messages from ***** with Memorial park 

  Business response

  09/18/2024

  Ms. **** has received her money back. 

  Business response

  09/18/2024

  Date Sent: 9/18/2024 12:15:06 PM
  Ms. **** has received her money back.

  Customer response

  09/18/2024

   
  Complaint: 22197276
  
  I am rejecting this response because: I got with *************** and they havent received the refund.  The only transaction in my acct is from the bank who issued a temporary credit for the $2500 and nothing else .  Nothing has come from Memorial Park 
  
  Sincerely,
  
  ***** ****

  Customer response

  09/18/2024

  This is a temporary credit from ***************.  I have not received anything from Memorial park 

  Business response

  10/23/2024

  **** has already withdrawn the funds from our account. There is nothing left for us to refund. 

  Customer response

  10/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***** ****

  ********************

  *********, ** 38672

  
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues with Memorial Park Funeral Home & Cemetery not correcting my contract the same night that the contract was written. Paid down $630 & $370; $98.62x5($493.10); $58.47x5($292.35); TOTAL $1785.45. We had lost our only brother in July 2022, & was still grieving. Around Oct 31, 2022, we 6 sisters setup a family burial site at Memorial Park on ********** in *******, **. I dialed my 7th sister ****** in on my call with ********************* so that she would be the last of the sisters to take advantage of the deal that he told us was expiring on Nov 1st. *********** did not assign me the space that he promised. When I told *************** on that night that I only wanted the burial spot & not the 1 on top, didnt want the burial spot for my son, & definitely didnt want 2 different autopay coming off my credit card each month. He said that since it was getting late, he promised he would fix the contract correctly the next day & send me the corrected contract. That never happened. Each time I tried to contact him, there were different issues. Sometimes he would say that someone was out of *********** needed to be involved with the change, or someones child was sick, or someone close to him had passed & he was dealing with that, or sometimes his vms would be full & I couldnt leave a msg. At a point, he said his boss said this had been going on too long & he wanted him to resolve it for me. I was contacted by Memorial Park asking about service I received, & they said someone would call me back about my issues. I have called them repeatedly & sent Online messages. I recently got a call/text from *********************** 10/27-10/30 saying that he could resolve, if I make 2 monthly ************** by Nov 30. He asked me to call him back by 10/31. I called back & got vms, with no callback. Last contact attempts were on 10/31 with **** ******* who said someone would call me back, & I tried ****** again. Just wanted burial space with family. This has been very stressful for me. *******************

  Customer response

  11/30/2023

  This note sent Online to Memorial Park in October 2023, but I didnt receive a response:
  Hi, I would like to finally get my burial plan & account setup correctly. My family & I signed up for a plan after losing our brother, while still grieving. I wasnt sure what to get & asked ******* if it would be good to get the add-on over my burial spot. After his discussion, I bought the top add-on, & also bought a spot for my son. He said he would set it up as 2 payments now, & go back & fix it, reconcile it into only 1 payment later. He promised me a certain spot, but had something mixed up with another sisters spot, & said he would have to straighten all that out the next day
  I have been trying to get my burial plan fixed since the day I made the purchase & told ******* on that same day during the same phone call that I wanted to make changes. He said that the system wouldnt let him make the changes that night, but he would make all the changes the next day, including the correct burial spots, having only a spot for me with no top add-on & no spot for my son, & having only ***************** payment come out.
  But that didnt happen. Each time I asked ******* about fixing the issue he would say different things like he had loss someone close to him, or his supervisor was out of town, or he was having system issues & would have to get back with me. 
  He said that when he fixed the account correctly I would still get the same interest rate, & no interest if paid off within a certain time, & it would only be ***************** payment, just for a burial spot for me only.
  At one point, he said that his supervisor said this had gone on too long, just fix it with all the original terms that I was quoted. Of course I thought it would be resolved. But it is still not. 
  I have made many phone calls, talked to many people, left messages, still with no resolution for me.
  Can you give me a number for corporate? 
  Thx,
  ***********************
  *******************
  ************

   

  I also have a string of text conversations between me & ************ (Memorial Park Rep) that I sent to my personal email, but I am trying to figure out how I can forward that to you. Is there an email address that I should forward it to?

  thx,                                                          *******

  Business response

  01/10/2024

  I will personally make contact with ************ to set an appointment to review her contracts to get them straightened out. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I care for my 73-year-old disabled brother. My parents paid for his funeral plot and Ive paid $18, ****** for funeral services with Memorial Park to be provided after his death. In the event that I pre-decease my brother, I would like my descendants (who will take over his care) to have a clear accounting of everything thats been paid Memorial Park for him. Since July 2023, I have spoken to several people with Memorial Park with this request. No one has provided it yet. They asked me to provide, which I did, copies of my power of attorney photo IDs for my disabled brother and myself, and receipts. They still have not sent me an itemized statement. I hope their non-responsiveness doesnt reflect that Ive paid for several future funeral services more than once for my brother and Memorial Park staff l dont want me to know this. I wish they would prove me wrong.

  Business response

  01/10/2024

  I have just been promoted to Managing Partner, Operations and will personally  be reaching out to ************ to get the contracts and payment history to her. 

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