ComplaintsforEver Loved

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted my mother's obituary on the Ever Loved website when she passed away in 2022. I recently saw a fundraiser in her name (and along with mine) in ****** search results for suicide prevention on the Ever Loved website which we did not authorize or indicate we wanted to raise funds for. My mother was elderly and died of natural causes. The only charity we indicated people could donate to was for an animal orphanage. I have no idea where this fundraiser came from. I am the only one who had access to her memorial on Ever Loved and I am the account owner and creator. I contacted the website to have all of her information taken down along with any associated fundraisers which we did not authorize. I have no idea how this happened, but would strongly recommend not using this site as it seems to use obituaries for their own purposes.

  Business response

  05/15/2024

  After speaking with my team, it sounds like the memorial page mentioned did not have a specific fundraiser associated with it.

  People who create memorial websites on Ever Loved have the option to suggest a charity for visitors to donate to in memory of their loved one. If no cause is chosen, by default, there's an option for visitors to donate to any charity of their choosing in memory of the person who has passed. My understanding is that you hadn't changed this setting on your memorial website, so visitors were given the option to donated to any charity, if they wished.

  When a visitor to a site like this then selects a specific charity to donate to, they're taken to a checkout page for that charity. For some reason, ****** chose to index a checkout page for a suicide prevention charity, even though the website did not specificly suggest donations to that charity. We're not clear as to why this page was showing up on ******, but we apologize for any confusion that it caused.

  At your request, your website and information was deleted from Ever Loved.

  Customer response

  05/16/2024

   
  Complaint: 21686491
  
  I am rejecting this response because it was not clear when setting up the memorial site that we had to "turn off" the option to have people donate to other charities. It is also not listed in the terms of service.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son is a minor aged 4 years old and there are fake obituaries for him on this website which is more than disturbing. I have no idea how they were created or who created them. His photos were shared on the page as well. Two days ago, I reached out to their support team to have the link completely removed. Nobody has responded to me. The page does say unpublished on their site but still comes up very clearly with a description on ****** search.This is a complete invasion of privacy and a nightmare as a parent of small children. This site should not even exist if they are allowing these types of things to happen.

  Business response

  04/05/2024

  Hi ******,

  I'm so sorry that someone would post a fake profile for your son. This is against our terms of service and something we take very seriously. I see that you and another individual reached out to us to alert us to it late in the evening on the 27th, and it was removed by our team first thing in the morning on the 28th. Our team member also emailed you then, and submitted a request to ****** to help remove the fake website from ******'s index more quickly. It is no longer online and no longer appearing on ******.

  If you would like to pursue legal action against the person who posted it, we're happy to support law enforcement however we can.

  Best,

  ******

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father recently passed and when we googled him there was an obituary from 2021 for him in everloved. We want this removed from the internet

  Business response

  12/14/2023

  Hi ******,
  
  Id be happy to help you with this. We dont post any obituaries ourselves; all obituaries are posted by individuals using our platform. If we are aware of an obituary that violates our terms of service, we are quick to get it fixed or remove it, depending on the circumstance.
  
  I dont see that youve reported an obituary to us yet using this email address. Any obituary with a potential issue can be reported to us using the ****** memorial link at the bottom of the page.
  
  You can also reach our support team via email at ********************************** if you prefer.

• Initial Complaint

  06/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************************************************************************************** The above fundraiser is fraudulent and not proved by the family. This fundraiser was posted by my sons ex-wife who has no authorization to petition for money for expenses for my sons children, who are adults themselves (22,18 and 16 respectively). We asked Ever Loved to remove the first posting and they did but 2 days later the one attached was reposted. We want this posting removed immediately. I have contacted the company to have them remove it. The attached screen shot proves we have asked her to remove it and she has refused. **************************************************************************************************

  Business response

  06/21/2023

  We take reports of fraud very seriously and investigated this on our end. The mother of ***************** created a memorial website and suggested donations in order to support the children. After learning more, our understanding is that the oldest daughter was involved (with plans to share the funds with her siblings), so there was no sign of fraudulent behavior, as far as we could tell. For this reason, we allowed the fundraiser to stay active.

  That being said, the memorial website was later taken down voluntarily, so we believe the situation to be resolved.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I emailed Ever Loved, to have them take down a posting that was posted by ******* who didn't have approved to post about my father funeral services and did not have correct information about my father. The information on the website is wrong and Ever Loved never verified the information with funeral home or/and myself. Ever Loved will not take the posting down saying doesn't violate any their policies. Ever Loved and persons posting my father information violated policy by not confirming correct information with blood relative (myself). The persons has been harassing my family and myself and have not given us the time to grieve during this time. I have emailed them multiple times today and they are refusing to take the post down. This is unfair to my brother, my son and myself. We do not deserve this.

  Business response

  05/02/2023

  I understand that dealing with the death of a family member is very difficult, and we always try to make things easier. However, when there are disagreements between family members, Ever Loved can get caught in the middle. We do our best to objectively look at the information we have and our policies and make our decisions accordingly.
  
  We have reviewed this situation again with our team, and agree that there doesnt appear to be anything on the memorial website that violates our terms of service. We take violations very seriously and remove websites promptly if there is an issue.
  
  After rereading the conversation with our support team, I see that the two inaccuracies that were reported were:

  1. The obituary is different than the obituary that was published with the funeral home. Multiple obituaries can exist for a single person. So as long as this obituary is accurate, this would not be a violation of our terms of service.
  2. The person who created the memorial website listed themselves as a step-child when then two parents have since been divorced, and step-grandchildren were referred to as grandchildren. We do not have evidence that this is a misrepresentation, as many step-parents and step-children continue to use these terms even after a divorce.
  
  We did not see anything in the memorial website that is harassing to another individual or individuals.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This website is HORRIBLE and should be taken down IMMEDIATELY! I found an Obituary for my son on here that was FAKE! I had an anxiety attack I was on the phone at 2am with the state police the medical examiners office funeral homes trying to verify this information. Only to find out that it was fake and that ANYONE can go to this web site and post a death notice WITHOUT ANY proof or documentation of it being true! I called customer service left a message and never got a call back. I emailed customer service and never got a response! The page was taken down subsequently but I never got a response a call an apology NOTHING for all the grief this caused me mentally!

  Business response

  08/26/2022

  Hi *****,

  
  I'm truly sorry that someone would post a fake obituary and for the stress that this caused. Ever Loved was built to help grieving families more easily memorialize their loved ones. Its against our terms of service for anyone to post a fake obituary on our site, and when we are notified of one, we take it down immediately. I see that you flagged this obituary for us at 11:36pm, and an Ever Loved team member emailed you at 8:25am the next morning to apologize and let you know that the obituary had been taken down. I've included a screenshot of the email we sent. Feel free to reach out to us at ********************************** if you have any further questions or concerns.

  
  Best,
  ******
  

  Customer response

  08/26/2022

   
  Complaint: 17777978
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  
  

  There was NO email sent to me at 825am that screenshot is of a message you must have responded to on YOUR website in direct response to the complaint! That it NOT an email that ever  existed in my inbox! Great that you took it down. However that was after I was up ALL night thinking it was REAL! What is the issue with making someone provide PROOF rather than just allowing ANYONE to post an obituary! Its a pretty serious and sensitive subject dont you think! Show me a response from you guys with my EMAIL at the top!!! You cant because there is NOT one! You guys are lucky I didnt have a heart attack you know nothing about my medical conditions!!! This was the WORST experience of my life! Change your policy for posting!!! This is SICKENING 

  Business response

  09/02/2022

  Hi *****,
  
  Again, Im very sorry for any pain and worry that this caused. Ive attached a screenshot of the email we sent that also shows your email address. 
  
  The reason that we dont require proof of death before letting someone post an obituary is that it can take weeks, or even months, for a family to receive a death certificate. Many families need to communicate information to friends and family members much more quickly, and we want to make sure that these grieving families are able to do this as easily as possible.
  
  Cases of abuse are rare; we take them very seriously and act quickly.
  
  Best,
  ******

*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. ↩