Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Smart Cremation contracts with Funeral Homes a discounted price for an "immediate cremation". You can look at their website and you can see the things the market, sell and promise to the people who care enough to pre-plan their final arrangements. Once the pre-planning is complete, they ask people to write reviews and talk about how happy they are and how easy it was to pre-plan for that awful day. My Father, ****** ******* ****, purchased his final arrangements with Smart Cremation. He passed away on September 28, 2024 and wasn't laid to rest for WEEKS. His Death Certificate wasn't issued until October 23, 2024. This meant he also couldn't be cremated. We had NO IDEA this was going on. The assigned Funeral Director, *** *******, works out of ************ and broke Washington State Laws managing the care of my Dad. A Funeral Director is required to obtain the Death Certificate within 72 hours in Washington State and whilst she was making attempts to get a doctors signature, she did NOT reach out to us and let us know that my Dad was NOT cremated and was sitting in a refrigerator for WEEKS.

  

  Business response

  11/19/2024

  We have spoken to Mrs. ***** and resolved this feedback. 

  We sincerely apologized for the inconvenience she experienced; this is not how we ever want our families to be cared for. We have thoroughly reviewed the situation and acknowledge that both our team and the medical provider were at fault. We appreciate her understanding regarding the complications with the doctors office. We have spoken with her directly and assured her that a refund will be issued promptly. We also recognize that our communication was inadequate in this circumstance, and we take full responsibility for that. We are addressing this internally to prevent such issues in the future.

  Thank you,

  ***** ******

  Customer response

  11/24/2024

   
  Complaint: 22543766
  
  I am rejecting this response because the refund has not been received.  I did receive a phone call to let me know that a refund check was on the way, but unfortunately that check was being sent to the wrong address.  To the address my step-mom and dad lived at when they entered into the contract with Smart Cremation, but not the address where they live now and also where my father passed away.  I called them to see if they have re-issued the check to be sent to the correct address and they said it went out that day. However, it hasn't been received so this matter is not closed.
  
  Sincerely,
  
  ********* *****

  Customer response

  12/02/2024

  My step-mom let me know that the refund check has arrived. She will be depositing it today. It isn't from "Smart Cremation" but it is the amount of the expected refund.

   

  The refund is appreciated but does not make me feel better about what has happened to me and my step-mom. Writing a refund check is easy. Making required changes within the organization to conform to the laws so other people are not harmed the same way is really the only thing that will bring justice for my Dad! Or for me. He deserved better! We deserved better! Everyone deserves better so I really hope this is taken seriously and I want to see organizational improvements or I will become an Advocate for all customers of **************** in ********************** State.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In August ****** we are attend meeting from Smart Cremation Service provides by salesman ****** ******** : *********** After two hours he persuaded and promise with us lots of things to help if you had questions Next with paperwork he rushed us to sign without to read these term and conditions of contracts We get home and review and finding its not provides these services as we ask Immediately following day August ****** I did contacted on his phone and sent text message in many times to cancel my contract Till today no refund my money $ ******* Contract # ************* I will provides all documents and text message to BBB to prove it Im looking forward to hearing from you Thanks for your assistance

  

  Business response

  09/25/2024

  Hi ******,
  Thank you for reaching out to us. We apologize that our plan did not meet your expectations.
  

  After following up with *** and our family service team, we confirmed that the payment was returned on August 6, 2024. Its possible that you contacted your bank and reversed the charge, as we received confirmation of the return on the auto-draft.
  

  Based on this information, we do not have any funds to refund, as the payment was returned on the same day.
  Please see the attached excerpt from our accounting system, which includes the notice in the blue box showing the return auto payment draft.
  

  You should be able to confirm with your bank that these funds were returned. If you have any further questions, please feel free to contact me or our care team for additional assistance.

  Best Regards, ***** ******, VP of Business Development

  Customer response

  10/02/2024

  Thanks for your feedback Yes the solution been solved 

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 17, my husband and I went to a sales pitch Luncheon at ********** in ********* Nv. Amount paid was ******* for each of us so a total of $5424.60 We were told at the luncheon that we would receive a wooden Urn - a guide book - and a portfolio.As of right now I have received nothing I call after 5 weeks and was told a welcome kit would come in the mail in 6 weeks. As of right now I have no contract (only my bank information) no Urn no guide book no portfolio I have no idea who to call or have my kids call as of today if we die. All I want is information to have in case of our deaths. Im not going to keep call them to do their jobs. If this cannot be resolved I want a refund and Ill go else where.

  

  Business response

  08/06/2024

  Hi ******* ,  Thank you the feedback. 

  ***** on our care team updated me that she spoke with you regarding your shipment and discovered we had an incorrect address.

  I checking tracking to confirm both urns were delivered on Friday July 26 via UPS. 

  She also indicated that copies of your contracts were sent. 

  We apologize for the inconvenience and promise to be here when you need us most. 

  Feel free to contact us anytime.

  Warmest Regards, ***********************, Director of Family Services

   

  Customer response

  08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** And ***********************

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Smart Cremations We have been a customer for 4 years.I need them to have our new address, email address and phone number AND the NEW CREDET CARD NUMBER TO PAY OUR MONTHLY BILL.I call both the numbers they provide and get an answering service that states they have a large number of calls and to leave a number and message. I have attempted to reach them for 2 1/2 MONTHS. They have NEVER reached out to me.How do I know that they will provide the service I paid for, if they can't be reached?

  

  Business response

  08/23/2023

  We've recently experienced very high call volumes; this is no excuse for our delay in response and we are deeply sorry for that.

  Our ************* Director, *****, has reached out a few times to ******* using the phone number provided. Monday, she requested a call back at 1pm but was not reachable. We have called again and left messages with *****'s direct contact number. 

  As soon as we reach her, we'll be able to update her account as needed. Feel free to contact me directly if needed.

  Warmest Regards, ***********************

  Customer response

  08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended a luncheon over a year ago and was told that it is totally refundable. Now, I had spoken to one of the representatives and she told me that my refund would be sent as a check because it was over a year since I purchased the policy. I told her that was the only way I could get my money back because the credit cards I had used were turned over to credit company and we discussed it three more times before hanging up and she said fir sure she would make sure it was issued as a check...well, I found out that the refunds were done back to the cards and I called Smart Creations accounting department and I told the last she needed to recall those refunds and make a check...she said she couldn't do anything because the request was made by the woman I originally spoke with for an hour and I would need to contact her...well. I left over 10 messages and the woman has never called me back...we are going on two months now and I want my refund so I can put the money towards my unground burial that I am purchasing, instead of being cremated. This is bad business and I have read other complaints that phone calls aren't getting returned...I was promised a check and its over ****** and this is the only resolution...

  

  Business response

  08/21/2023

  At the time of the refund request, it was not specifically indicated that a check was required.  

  The refund was processed 6/22/23. Attached is the credit card refund receipt for reference.

  We did not get a refund reject notification from the bank. The refund to the original payment was accepted by the bank. In these instances, the cardholder simply needs to contact the card issuing bank to resolve and they will handle appropriately.

  We're sorry for any inconvenience that occurred with this. 

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This all started in May/June *****. And Smart Cremation refuses to send my cards and paperwork with my name on it, their employees continue to make excuses about this problem.

  

  Business response

  08/11/2023

  This family wanted to change the beneficiary on the plan they had already purchased in the husband's name. This requires paperwork as ***** has compliance rules that we are required to adhere to. We mailed paperwork to be completed and returned to us. On 5/30 they stated that they did not receive the paperwork, so we resent it.  It was completed and faxed back to us on 6/13. Updated member cards were sent, and show delivered on 7/21.  To our knowledge there is nothing outstanding with this customer. See attached proof of delivery from the **** website.

  Thanks,

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

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a mailing from this company, unsolicited, and I am not interested. I went to their website and checked the privacy policy, which gives and email address of **************************** I sent an email to this address asking to be removed from any/all mailings but the email was sent back as undeliverable. I would like them to confirm that my name, and any variation of my name, is removed from any future mailings or contact. The letter is addressed to:The *********************** Family **************************************************************

  

  Business response

  05/08/2023

  Thank you for reaching out to us and letting us know that you no longer wish to receive any direct mail from our company. We understand and respect your decision. 

  You will no longer receive any mailings from us in the future.

  We appreciate your time and understanding, and we apologize for any inconvenience that our previous mailings may have caused.

  If you have any further concerns or questions, please do not hesitate to contact us.
  

  Warmest Regards,

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

  Director of Family Services 

  Smart Cremation

  Customer response

  05/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An April 11, 2023 Smart Cremation free-lunch sales pitch at Olive ****** left me believing: No matter where or when you died, they would retrieve the body with no transport or storage charges, cremate it, collect the ashes and give them to your next-of-kin at a local facility. Smart Cremations parent company was financially secure ************************. Smart Cremation was certified by both CANA and ICCFA, the cremation professional organizations that ensured high standards within the industry. Your pre-paid money was not used by Smart Cremation until needed after your demise. It was kept in an insured ********** Trust registered by individual social security numbers and could be recovered within 15 days upon written notice of termination of the contract prior to death with earned interest.After obtaining a contact, corresponding with the agent and ************ that keeps Funeral Trust funds I now understand: Smart Cremation is a member of the ************************ which is not liable for its debts. CANA and ICCFA are largely marketing organization for the funeral industry. The real pitch is this: If you sign up today, we will sell you a plan at the bargain rate of $2,550.00 and charge you an additional $118.30 ********** state tax to buy it. We will take and keep $1,452.00 for whatever purposes we wish by delivering services upfront of a wooden urn, a Guidebook and a portfolio. The remaining $1098.00 will be deposited in a ******* bank in an uninsured account to invest as we see fit. If either the bank fails or Smart Cremation goes ******** you lose both the $1,452.00 and the $118.30, but you and your loved ones have our condolences and the very best wishes for your future. There is no oversight to what we do except such audits as the ******************* may from time to time conduct.I will attach a much ****** account of the events. Read SmartCremation1' for overview.

  

  Business response

  05/04/2023

  Dear **************,

  
  Thank you for bringing this matter to our attention. We apologize for any confusion that *** have arisen from our recent presentation.
  

  Regarding the retrieval, transport, and storage charges, we want to clarify that our services do include these costs. In accordance with and in full compliance with ********** law, we place prepaid funds into a statutory trust placed with a financial institution.  We *** not access any funds in trust until services are provided. We understand your concerns and are happy to address any questions you *** have about our business practices or financial arrangements.
  

  We would also like to clarify that the **** and ICCFA are not marketing organizations but professional associations that are dedicated to maintaining high standards within the cremation industry. We are proud to be certified by both organizations and adhere to their guidelines and best practices.
  

  Regarding the pricing and contract terms, we apologize if any of our representatives were not clear about these matters. We take great care to ensure that our pricing and contract terms are fair, honest, and in compliance with all applicable laws and regulations.
  

  We want to emphasize that Smart Cremation has helped thousands of families navigate the difficult process of saying goodbye to their loved ones. We are proud of our track record of providing compassionate and professional service to our clients, and we work hard to maintain the trust and satisfaction of everyone who chooses us for their end-of-life needs.
  

  We appreciate your feedback and are committed to providing the highest level of service and transparency to our clients. Please do not hesitate to contact us if you have any further questions or concerns.
  

  Warmest Regards,
  ***********************
  Director of Family Services
  Smart Cremation

  Customer response

  05/04/2023

   
  Complaint: 19971926
  
  I am rejecting this response because:

  Smart Cremation (SC) distracts the reader by listing services it provides that were never part of my dispute.  Crucially, SC does not disagree with any of my factual claims (with a caveat).  These claims are fully supported by the six documents I attached for internal BBB viewing.  I stated that CANA and ICCFA are largely marketing organizations but I agree that they also provide professional credentials to members.  Their 2015 continuing education conference includes Reducing Your Liability to Add to Your Bottom Line and Understanding Price, Value and the Families
  You Serve.  These are marketing and profit-maximizing talks that provide ******************** credits.
  
  SC agrees that the vast majority of the cremation cost is taken for use by the company as it wishes, not deposited in a funeral trust;that they are fully authorized by ********** law to do so by charging grossly inflated prices for delivered minimal goods and services; that the monies sit uninsured in a ******* bank and that any tracking of what monies belong to who are based exclusively on SC internal business records; that SC membership in ************************ provides no financial security for the customer. 
  
  Everyone at that luncheon viewed a brilliant piece of marketing as recommended by the 2015 CANA/ICCFA conference.   There is no doubt that creating our misunderstandingwas the purpose of the sales pitch.  There is every reason to believe that SC has no intention of correcting this misunderstanding since it forms the core of the sales pitch and,crucially, the company fails to state the simple solution: that they will make every possible effort to clarify these key facts to future prospective customers. 
  
  
  There is no happy resolution here.  I suggest that the best that BBB can do for consumers is to post my original complaint, their response to it, and this response of mine to theirs along withif possiblethe pdf flyer for the 2015 CANA/ICCFA conference.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While on vacation here my husband (59) unexpectedly passed away. The hospital gave us a list of crematoriums and we called Smart Cremations which was the closest to our location. So many lies and mishaps here are a few.* told they couldnt find the body checked with **********, not true * told we couldnt see my husband until they had a death certificate which they were having trouble getting.* did not answer phone or return phone calls, went to their office and its just a front, tried many times and no one there * when advised we could visit my husband we were advised he was in Fullerton it took us 8 hours round trip. How can that be. We live in a town of ******.* when we arrived we were told to wait outside while they brought him in.* we had little to no help figuring all this out, we were told the fastest way to get a death certificate was to apply online, we need to get back home.* in a few days this application was turned down because he had no Social Security number, were ********.* I called for help and was told that just how it works and that I knew my husband was in Fullerton.* I cant put into words the shock and complete grief I am still experiencing. Im still trying to get home.The one lovely act of kindness came from *************************. I was told they were late getting him cremated and they only delivered to *********** once a week. Imagine that, its to far a drive for them. ************* stepped up and brought him to me within a couple days.This company has us at our very weakest and we cant even think let alone fight back. Ive just given you the basics and a lot is hard to remember timeline wise because we were in shock. Please, please dont let them do this to some other grieving family. My husband passed away Feb 13/23 and I waited until I had him in my arm to say anything for fear Id never see him again.

  

  Business response

  03/11/2023

  Please accept our sincerest condolences on the loss of your husband. We are saddened to hear that our service was not as promised. We have discussed the details internally with your Arranger and our team members. We have spoken with **** multiple times since he was indicated as the primary contact for the family. We had a nice and mutually respectful conversation with **** where he expressed his feedback and was appreciative of our service.  He did indicate the inconvenience of the distance to our facility which we should have communicated earlier in the process, this is our fault.  We also offered a full refund which he accepted.  When our service is not 100% as expected, we stand by our promise.  Please accept our continued condolences to you and your family.
  
  Warmest Regards, ***********************, Director of Family Services

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11 Nov 2022 I have and account with the company and the auto payment is coming out of a very high interest credit card. I have a lower interest card and desire to change. I have called all the different numbers i have and get a run-around on the phone system. I got a call last evening and the person did not have access to aid me and told me I would get a call today. I have found something on the web and have added a contract number to that website and when I try to do and update the program will not accept a valid expiration date.The web site does not accept any of my email addresses as valid.This company needs to correct their phone system, follow up on messages, and repair their website so that customers are permitted to contact someone who can help them.

  

  Business response

  11/22/2022

  We are sorry for the inconvenience.  I've asked a member of our **************** to contact you immediately to help update your account.

   

  Warmest Regards,

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

  Director of Family Services

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

*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. ↩