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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Cook-Walden Funeral Home 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for Cook-Walden Funeral Home include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMs. Lorana "Loni" Dodd-Woodall, Vice President and Funeral Home Manager Mr. Kyle McFather, Manager Mr. Timothy Vigee, Sr. Vice President and Funeral Home Manager Mr. Charles Walden, President Emeritas & Founder
Funeral Related Services Funeral Homes Cremation Services Funeral Directors
Alternate Business NamesCook-Walden Capital Parks Cook-Walden Chapel of the Hills Cook-Walden Davis Cook-Walden Forest Oaks SCI Texas Funeral Services, Inc
14619 Ih 35
Pflugerville, TX 78660 (512) 251-4118 Directions
2900 Williams Dr
Georgetown, TX 78628 (512) 863-2564 Directions
6100 N Lamar Blvd
Austin, TX 78752 Directions
6300 W William Cannon Dr
Austin, TX 78749 (512) 892-1172 Directions
9700 Anderson Mill Rd
Austin, TX 78750 (512) 335-1155 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
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- Problems with Products or Services
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
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Additional Phone Numbers
- (512) 863-0424 (Fax)
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.
BBB Letter Grade Scale
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.
Problems with Product/Service
Read Complaint Details
Complaint: My nephew ***** **** passed away on June 3 2012 and is buried in Cook Walden Memorial Hills Cemetary. The entire funeral, burial and grave marker was paid for in cash at the time. The initial, temporary marker stated his correct date of birth and death. His birth date is ******** ** 1974. When the permanent marker was installed, it read and still reads birthdate of **** ** 1974. The correct information should read ******** ** 1974 - June 3 2012. I have brought this to their attention 3 different times. Each time they commisserate with me and agree that it should and will be corrected. Each time I am assured all will be corrected immediately and every time I give them at least 2 months to fix their mistake but today I went to see the marker on his grave. And I found that... The marker is the same as it was still reading the....WRONG BIRTHDATE!!!!!!!!
Desired Settlement: Cook Walden will correct and replace *****'s marker with the correct information and the same emblems on the same style marker which was paid for in June 2012. If this problem is not resolved immediately, I will turn this over to the Attorney General of Texas. Cook Walden will also issue an apology to our family, especially to *****'s Mother, ****** ****. This is not the first time our family has been through this horror with this company. I had to fight to get them to honor my Mother's wishes for her own marker and her service and burial was prepaid by her prior to her death!!! This company's incompetence ends now.
Business Response: I am the General Manager of Cook-Walden Memorial Hill Cemetery and I will have this marker re manufactured with correct dates and information. I would like for the family to reach out to me directly at ************ so we can work through this quickly. I appologize for all of the delay, but I have not been made aware of this issue prior to this complaint, but will work with them personnally to expedite this matter.
[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.]
|7/10/2012||Problems with Product/Service|