Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The funeral home had the duty to ship my grandmother's cremated remains to a ********* ******** in Florida. The funeral date was months in advance and we were assured her urn would be shipped to the cemetery. We all arrived in Florida, there was no shipment. A funeral with no body. Due to the time constraints of the ********* ******** (which ********** was well aware of), we could not wait for the late shipment to arrive. We were deprived of my grandmother's funeral, which she pre-planned and paid for. I have contacted the business to express my displeasure and have not received any response. To this day, I have NO idea if my grandmother's remains were buried next to my grandfather (their dying wishes). Regardless, we missed the chance to touch her urn, say goodbye, our chance of closure and peace. ********** single-handedly ruined our chance to say goodbye to our grandmother because he did not ship out her remains in time.

  Customer Answer

  Date: 08/09/2023

  Hello, I received a voicemail regarding this matter. I did not hear anything at all from the business. No apology, no refund, nothing at all. I sent my own letter (USPS), and emailed on my own, never heard anything at all from this business.

  

  Business Response

  Date: 09/15/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The BBB complaint was not written as severe as the one I responded to below from google...

  Allow me to educate you further about this case. Most families take their family cremains with them and transport when leaving Ohio. The ******** ******** ******** would not accept the cremains prior to the burial day. My response to the client is listed after her attack on me personally. The USPS takes delivering cremains very seriously and I had no reason to believe they would fail this shipment.

  Your review was well written but not factual. Federal law requires that cremains be sent by United States Parcel Service certified mail if the family chooses not to transport cremains themselves over state lines. USPS certified that the cremains would be delivered prior to 10am, but the ******** ******** in Sarasota, Fl signed for the cremains at 1230pm and placed her to rest in the proper grave. Your one star more than likely was for the peaceful elegance and beauty of your grandmother as she was witnessed in her casket and during services before the cremation took place. The ******** ******** ******** sent us a picture of the burial. 
  *** **********

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As my original complaint stated, he should have shipped my grandmothers remains a day earlier. As he admits, his shipment was late and we had no cremated remains for the funeral. Also, he his mistaken because my grandma was never in a casket. All he had to do was say “sorry.” His lack of professionalism is unforgivable.
  
  Regards,
  
  ******* *****