Business ProfileforPorter Loring Mortuaries

Every action has a consequence. Some greater than others. When a business specializes in providing afterlife care you would expect nothing less than seamless communication and exceptional customer service. Unfortunately my experience has been anything but. Filled with miscommunications, assumptions, and conflicting information my interactions with Porter Loring has done nothing but add to my grief and suffering. Unfortunately, it does not stop there. You see, on my very first of many trips to sign forms and make arrangements for my husband, I was told that because my ************ was going to be paying for the services that I had to sign away all of my rights, that I wouldnt even be able to order the death certificates through the mortuary. So I was rather shocked when I was told yesterday from a different employee that was not the case oh the consequences. I had never heard anyone in an official capacity use the word assume@ quite so many times. So, let me tell you what Porter Lorings assumptions have done to my family and I. You see, my husband was only 49 years old when he committed suicide and he was our only source of income since Ive been laid off since July. So when you cause a delay of weeks and I still dont have a death certificate it means that the life insurance cant pay out this week as we had originally hoped. It also means that my bank account will be overdrawn several thousand dollars and I cant even go buy a gallon of milk for my grandson because the ****************************** has a standard policy of taking back the benefits from the last month of life. It also means that I cannot go downtown to get a copy of the death certificate that technically you couldve got to me weeks ago because the county offices are now closed for the holidays. It also means that my life insurance payout that Im waiting on is not going to happen until the year of 2022 and as Im sure they know that pay out the government requires a lot of money to come out of which normally I would be able to file on my taxes and recoup since I have been out of work for months and months but now because of your screwup the consequence to my life is that I wont be able to claim those on my taxes until the year 2023 at which time I dont know if Ill be able to recoup anything because I know what my standard income normally is . So no matter how you look at it your employees inability to communicate give honest answers to be able to guide me assist me through this most Trumatic ton of my life when my husband just committed suicide the man who told me that deserves to be fired and theres nothing for it if you could do to fix this mess for me and Im sickened and I dont want anyone else to have to go through what Im having to go through.

*****************, you are very right, we are supposed to be the professionals and experts in our industry but we clearly did not demonstrate this with you. As our Vice President shared with you over the phone after she became aware of what occurred (from your review) and her conversation with you, the individuals you mentioned need to and will be addressed. Our Vice President is working with those individuals by retraining on how to handle extremely sensitive situations, when to notify management regarding a family members concerns, steps that can be taken to better assist family members with paperwork and obtaining documents, when specific legal documents such as the Appointment of Authorizing Agent by Next of Kin are needed or not and properly handling the transfer of telephone calls. Furthermore, to help ensure the proper use of the Appointment of Authorizing Agent by Next of Kin document, It can now only be used after the Vice President or President looks into the specifics of each individual situation and approves its use. In addition, we are reviewing our policy on who can request the assistance of the mortuary to obtain certified copies of the death certificate on their behalf. I deeply apologize for the added grief we have caused you. Please know we are very upset over what occurred, are not taking this lightly, and will work very hard to make sure it does not happen again.