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Cremation Solutions, LLC is sells cremation urns for ashes and jewelry for ashes and lockets that hold ashes, as well as fingerprint jewelry keepsakes made from real fingerprints and cremation urn monuments that hold ashes or cremation urns.
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A BBB Accredited Business since
BBB has determined that Cremation Solutions, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Cremation Solutions, LLC include:
- 8 complaint(s) filed against business
- Length of time business has been operating
- Response to 8 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||8|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Jeff Staab, President
Number of Employees
URNS MONUMENTS MEMORIAL TABLETS JEWELRY MANUFACTURERS JEWELERS Cemeteries and Crematories (NAICS: 812220)
Hours of Operation
|M||:||9:00 AM - 6:00 PM|
|T||:||9:00 AM - 6:00 PM|
|W||:||9:00 AM - 6:00 PM|
|Th||:||9:00 AM - 6:00 PM|
|F||:||9:00 AM - 6:00 PM|
Service AreaCremation Solutions, LLC provides their services in ALABAMA, ALASKA, AMERICAN SAMOA, ARIZONA, ARKANSAS, CALIFORNIA, COLORADO, CONNECTICUT, DELAWARE, DISTRICT OF COLUMBIA, FLORIDA, GEORGIA, GUAM, HAWAII, IDAHO, ILLINOIS, INDIANA, IOWA, KANSAS, KENTUCKY, LOUISIANA, MAINE, MARSHALL ISLANDS, MARYLAND, MASSACHUSETTS, MICHIGAN, MINNESOTA, MISSISSIPPI, MISSOURI, MONTANA, NEBRASKA, NEVADA, NEW HAMPSHIRE, NEW JERSEY, NEW MEXICO, NEW YORK, NORTH CAROLINA, NORTH DAKOTA, NORTHERN MARIANA ISLANDS, OHIO, OKLAHOMA, OREGON, PALAU, PENNSYLVANIA, PUERTO RICO, RHODE ISLAND, SOUTH CAROLINA, SOUTH DAKOTA, TENNESSEE, TEXAS, UTAH, VERMONT, VIRGIN ISLANDS, VIRGINIA, WASHINGTON, WEST VIRGINIA, WISCONSIN, WYOMING.
Industry TipsJewelers and Jewelry Stores
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
311 Vt Route 313 W
Arlington, VT 05250 (877) 365-9474 Directions
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Additional Phone Numbers
- (877) 365-9474(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
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Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: On February 27, 2016 I ordered two sterling silver fingerprint pendants, valued at $260. I was told I would receive them in 4 weeks of purchase. I have made many phone calls and sent many emails trying to receive a status. Each time I have spoken with them, I am told my order will ship; however, it is now July 2016 and I still don't have my product. I was promised a refund, which I never received. I now cannot get a response from the company regarding the status. Also, the number posted on their website (their direct number) is not actually their number. It goes to a phone service offsite and you never speak to them directly. I've left several messages and no one has called me back.
Desired Settlement: I want my product to be shipped within one week, with tracking information, as well as some type of compensation (refund or partial refund) for this company's sketchy business practice. I DO NOT want discounts on my next purchase.
Business Response: Originally we believed the prints the customer were usable. Later the artist was unable to use because of the poor quality of the provided fingerprints and we were not notified. We have since explained what happened to het order and gave her a full refund. We are very sorry we were not able to complete this fingerprint jewelry order.
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, ******** ******
Problems with Product/Service
Read Complaint Details
Complaint: On March 17,2016 I placed an order and my credit card was charged $243.00. I sent the prints to their address from their website. after 3weeks of not getting my product I called for the status. I left a message, didn't hear back. I emailed and asked if they got my prints and if they could give me an update.....I also gave them MY correct email address since they had my mother in laws email address. between March and now, I've talked to a woman by the name of ******** two times in May from the call center and have also spoke to the owners partner ***** ******* on April 28th. he assured me my prints were received and sent out to a different graphic Designer because their gallery artist needed help reading the prints. he also told me that my product would be sent out overnight shipping the following week and he would personally call me or email me letting me know my product was on its way and that I had to sign for it. Well I hadn't heard from ANYONE even after I left message with ******** regarding me wanting to possibly cancel my order. ***** never called me back. I took matter in my own hands and left messages on their ******** page telling them I wanted my money back!!! ****, the company owner personally called me this morning June 7th at 9:AM west coast time, stating they never received my prints(lies), he has one record of my calling(lie), and one email stating I was changing my email address(there are 2 emails, but didnt they let me know if they recieved my prints OR not....especially when I talked to *****, he assured me they did get my prints.) So along with ****'s message... he also stated i'll be receiving a full refund.I hope he's not lying about that too!!!!! I HAVE ALL PROOF OF EMAILS AND CALLS.
Desired Settlement: I want my FULL refund. and I want to make this complaint public so others can see what heartache/stress they have caused and see they stole a piece of my deceased mother that I will never get back. Thank you.
Business Response: We had some mic-communication through our answering service. The problem is we never received the prints in the mail. *********** jewelry is custom made from an ink on paper and takes 3.5 weeks to receive from the day we receive the prints. No one has sent us the prints for this order so we cannot make them. We are sent a full refund for this order because we have not received the prints. If ******* has been calling us it has been after company hours and she would not leave a message with our answering service. We are the only merchants in our business to have humans answer the phone 24 – 7 and all messages through the service are messaged to me and recorded. The only one time ******* called was on March 16 to change the billing address on her order and one email stating the same. We have a stellar reputation for ten years and run an honest business. All our products are 100% guaranteed. We are in the office weekdays from 9:00 – 4:00 with full time customer service.
Problems with Product/Service
Read Complaint Details
Complaint: I placed an order for four memory beads from Cremation Solutions. Within the estimated timeframe, the box arrived with my beads. Unfortunately, only three of the four beads I had paid for were delivered. I immediately emailed the email address on my confirmation email trying to get resolution. That was over a week ago and I have yet to receive a response. My girlfriend followed up on my email with a phone call and ******** message to the company. Both times she indicated that she was calling on my behalf and in the message she left with the answering service, she indicated the order number. To date, no response has been received. I paid $150 for a memory head containing my mother's cremains and the bead has not been delivered and I have not been notified of any delay. I would expect either an estimate of when I can expect to receive the missing bead or a refund of the $150 so that I can tKe my business elsewhere.
Desired Settlement: Either delivery of the bead I paid for or a refund of $150.
Business Response: We spoke with Mr ***** this week and explained how the mistake was made on our part. We ordered one of his four products from the wrong artist and never learned of the mistake. We asked Mr ***** if he would still like the product or we could give him a full refund. He elected to still get the product so we ordered it today from the correct artist at Memory Glass. It takes about four weeks to complete this order.
Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, ******* *****
Problems with Product/Service
Read Complaint Details
Complaint: I have to say I am sadly disappointed in this company. They have had my husband's cremains as well as over $1000 of my money for 3 months now. They do not answer their phones or email and they do not return phone calls. They sent me a tracking number a week ago for my item, which is not an accurate tracking number (I called the carrier and it's not even a valid number for their tracking system), and have not been able to get ahold of anyone since. Shame on this company for taking the hardest time of a person's life and making it even more unbearable. I want my money or my product IMMEDIATELY as well as a HAND WRITTEN APOLOGY!!!! I will also be glad to have my lawyer try to contact them since they again do not want to return my calls or emails.
Desired Settlement: GET ME MY RING OR MY HUSBAND'S CREMAINS. AS FAR AS I'M CONCERNED YOU HAVE KIDNAPPED MY HUSBAND. LEGAL ACTION WILL BE TAKEN ON 12/10/14 IF I DO NOT HAVE MY RING AND CREMAINS OR MY MONEY BACK. I'M DONE PLAYING WITH YOU PEOPLE.
Business Response: We have taked with this customer about the damaged goods. She has now mailed the price to our jeweler for a repair free, of charge. The time frame for the repair is two weeks. This product was inspected and in perfect condition when we shipped it. We are still repairing it for free.sincerly,**** *****Owner Cremation Solutions
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments Wrong customer! I did not have a repair! Typical of bad business practices here. Regards ***** *******
Business Response: We were in constant contact with this customer who complained from the begining. We responded to all her emails and have copies of all of them. We have humans answering the phone 24 -7 and always answered all her questions. She emailed us on Decemmber 14 and said she had recieved exactly what she ordered. The product was delivered with in the promised time frame of 8 - 10 weeks. You can visit our website and see that we clearly decribe the process and how long it takes to make these very custom products. ***************************************************************** ********************************************************************************* ********************************************************************************************
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. Yes I complained from almost the beginning because this business does NOT answer their phones, they do NOT return voicemails - at least not within a 7 day time frame, and they take 2 weeks to answer emails. Had they EVER offered decent customer service, this complaint would not have been issued. Yes, their jeweler - who does NOT work for them - does good work, but Cremation Solutions is an absolute JOKE! They take no responsibility for upset customers and offer nothing but excuses. I have already turned several people away from doing business with them, and will continue the crusade. Cremation Solutions is a terrible business, and they like to blame their customers when THEY screw up. A little responsibility goes a LOOOOOOOOOOOONG way! Regards, ***** *******
Problems with Product/Service
Read Complaint Details
Complaint: I ordered a bead made with my husband's ashes and I have tried to contact this company by email and phone. They do not answer my emails and when you call all it says is that this person has not set up their voice mail. I want to know if they received my husband's ashes. If they are not the ones making the bead I want the phone number of the jeweler that is making the bead so I can make sure they got the ashes. This is not way to run a business. They have on their website that they are members of the cremation society but when you go and try to find their business on that site they have never heard of them. This has already been charged on my credit card and I want to hear from these people, I am very upset about this. They should be more understanding in cases like this.
Desired Settlement: I want them to set up their phones and answer my emails.
She has picked them up. We have 24 hour email and phone coverage. This does take 3-4 weeks to complete. This was waiting at the post office and she did not pick it up. She finally did and has them now.
Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] Better Business Bureau: They finally called me back and explained why they did not answer the phone and emails. They were very nice and I got the bead delivered today and it is beautiful. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, ******* *****
Read Complaint Details
Complaint: I purchased $680 worth of cremation jewelry from this company, two silver hearts with chains and one gold vermeil heart with chain. Within one month the gold vermeil heart and chain was tarnished black, I never got the necklace wet. There is no reason for it to have been tarnished. I contacted The owner **** ***** and he said to send it back. 2 weeks later he sent the same tarnished heart and chain back with a cleansing cloth. After using the cloth for over an hour, still no change in the tarnished jewelry. So I called **** ***** back again and he would not return any of my calls. After weeks of calling, I finally got in contact with him and he told me to send it back again. He then refunded me $80 for the chain only, when I asked why he refuses to give me my money back for the heart, he responded " because I don't want to". I can't fathom how **** ***** runs his CREMATION PRODUCT business and acts this way to customers who have recently lost a loved one.
Desired Settlement: I would like a full refund of $195.
Business Response: Everyone knows that even high quality silver and gold will tarnish over time. That is why they make products called silver polish and jewelry cleaner. This is one the reasons that jewelry can not be refunded simply because it tarnishes. The other reason is our policy that custom engraved jewelry can not be returned for a refund. The heart that was mailed back to me was barley tarnished at all and was easily cleaned to look new with a polishing cloth. The chain did look tarnished but still easily cleaned up. I gave her a full refund on the chain as a courtesy and returned the perfectly cleaned heart.I have been selling these quality pendants for ten years and have sold hundreds of them. This jewelry is 14 kt gold plate over solid sterling silver and is called "Gold Vermeil" This customer is the very first that can not be bothered to clean the jewelry and wants a refund for tarnishing. If jewelry merchants had to give refunds for tarnished jewelry they would all be out of business.! No I will not give her a refund. Below is our policy, It can be found on our website here: *********************************************************Returns of Cremation Urns and Cremation Jewelry The customer is responsible for all return shipping charges of cremation urns and cremation jewelry unless the product has arrived damaged. There is a restocking fee of up to 40% for undamaged products that are being returned; for special orders, the restocking fee may be higher. Unless approved by Cremation Solutions, products refused are treated as returns, and as such subject to our cremation urns and cremation jewelry restocking fee. Requests for returns must be made within five (5) days of receipt of shipment. For all custom made products or products that have been engraved, there are no returns or refunds. This includes anything made with ashes, fingerprints, diamonds and crystals.
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. Regards, ******* ********
Business Response: I have reviewed the response submitted by the customer and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. Regards, I rubbed the heart for an hour with the cloth that was sent to me. A piece of jewelry a month old shouldn't be that tarnished it was black not like Mr. ***** said. This is going on for months Mr. ***** shouldn't be in this type of business he's heartless. ******* ********
Read Complaint Details
Complaint: I purchased a cremation monument on 6/10 via the internet/****** for the amont of $368.00. Just prior to the 45 day limit for filing a dispute thru ******, he informed he my monument was in route. In good faith, I did not file the claim. Then on 8/18, he requested an additional $200.00 for shipping. Again I paid this thru *** ***. He continued to not respond to phone calls or emails. On 9/3 I filed a dispute with ****** for both amounts. 9/4 I escalated the disputes to a claim. On 9/8 I received an email from **** ***** stating he was checking to see why my monument was taking so long to come in. 9/12 **** sent an email stating my monument would ship next week. 9/15 ****** resolved the $200.00 claim in my favor and refunded my money. The $368.00 claim was filed outside the 45 day limit and is not eliglble for refund thru ******. I have file a claim( 9/26) with the Internet Crime Complaint Center (***********).
Desired Settlement: I want my $368.00 returned to me or I want the monument PROMPTLY as promised. This is for my dad. My family cannot move forward from his death until this is resolved. Currently he is in a cardboard box in my back bedroom awaiting interment... I also wish to have his BBB A+ rating removed. I trusted this rating when purchasing from this business. This is obviously a scam operation.
Business Response: These monuments come from ***** and are custom made to order. This process takes a long time but this was longer then usual and we are sorry. This one was delayed because the first one was chipped during shipping and we had to re-order from*****. We are sorry for the delay.The Monument shipped to ***** yesterday. ***** has not paid for shipping the cost of $200.00*** FREIGHT PRO #*** ********* Please let me know if I can help with anything else.
Consumer Response: Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. . I am currently awaiting arrival of my shipment. I had to call *** on Monday to set up the shipment of the monument. This took almost an hour on the computer and the phone to locate the shipment and get in contact with the correct person. I was told by the delivery coordinator that she had tried for several days making numerous calls, even staying on hold for one call until the line went dead waiting for someone to answer after being placed on hold. She was given two different numbers to contact me, both of which were bogus. Mr. ***** has all my contact information and even sent me and email requesting a vaild phone number for *** to contact me, early during this time period. *** and I was able to set up a delivery date for 10/10/14. The invoice for *** list this as a "slab of granite." I guess we shall see. The product is suppose to be an upright cremation niche. I will respond again when I see what he has sent. My hopes are not very high.Regards, ***** *****
Business Response: ***** would have received her monument a week ago if she would have answered her phone. She gave us her #************. She now has contacted *** and says she has arranged delivery for tomorrow. If she is home and answers her phone she will received exactly what she ordered. These monuments are heavy granite and it cost $200.00 to ship her the monument she ordered. She has taken back her payment for shipping through****** and is lucky we have still shipped her the monument.Regards, **** ***** Cremation Solutions
Consumer Response: Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would like to add that the shipping issue was resolved through****** long before Mr. ***** decided to communicate with me or ****** or ship my product. The only party he choose to communicate with was the BBB. Had he communicated with me in July, August, or September, we would not have been here. The phone number in question is a cell phone that never leaves my person. I have my product and I never want to hear from this company again.Thank you to the Better Business Bureau for getting this issue resolved. I don't think we would have made it without your help. Regards, ***** *****
Read Complaint Details
Complaint: On February 13,2014 I placed an order for a cremation crystal I received conformation of order at 2:35pm that day that the order had been received and being processed, being a VT based business and myself living in VT I expected to receive the collection container the next day because according to their web site orders received before 3:00 PM will ship that day. Well Friday came no package Sat. came no package Monday holiday finally of Tue. I received the package. I followed the instructions and it shipped the following morning priority Mail not back to ********* VT but to NJ concern number 1. After waiting a 6 week time frame I emailed Cremation Solutions to follow up on my order this was on March 26th I had no response. I called the next day **** told me he would look into it and would get back to me, he did call back and said that the kilns had been down a couple weeks but they were back running and that the manufacture had received it on the 25th so it had only been 4 weeks. WRONG I have the invoice and the credit card charge dated February 13th that was my order day. I waited a couple more weeks (now it is April 9th )without any information I called again once again **** told me he would check and get back to me he forward an email from the manufacturing co which said Rec'd 2/25, created 3/25 cut 4/7 being set now will ship next week. This is the week of 4/15-4/18. Well now it is 4/21 still no crystal and now one is answering the phone at Cremation Solutions. This is just not acceptable you are dealing with something very precious
Desired Settlement: For product to be shipped next day *** at owners expense.
Business Response: The type of jewelry this customer ordered is a custom made product that requires six weeks to make from the time we receive the ashes. Cremation Solutions has little control over the schedule and delays that can happen when a third party does custom work for us. We have been satisfied by the efforts of our jeweler to complete orders on time. The customer started calling at week four. This is a high quality style of jewelry and must pass a final inspection process. If it's not perfect it can sometimes take longer. In this case it took one week longer, but we shipped a high quality piece of jewelry that will be cherished for generations. We apologize for the delay and will continue to do our best to fulfill orders by our estimated time slot, but will not sacrifice quality to rush orders through that are not perfect.
I do completely understand the custom nature of this product and appreciate the artistry involved in making custom pieces, however I feel your web site description of the time frame it takes to make this product is miss leading. Like stated before I ordered and paid for my piece on 2/13/14 it is now 4/22/14 and have not my piece yet. I did speak with the manufacturer and it is suppose to ship today. Only time will tell
Customer Reviews Summary