Complaints

This profile includes complaints for Heritage Cremation Provider LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Heritage Cremation Provider LLC

  1755 Telstar Dr STE 300 Colorado Springs, CO 80920-1019

• 

  Heritage Cremation Provider LLC

  9800 Mount Pyramid Ct #400 Englewood, CO 80112-5999

• 

  Heritage Cremation Provider LLC

  9800 Mt Pyramid Ct Greenwood Village, CO 80112

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:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  My brother passed away on Dec 30, 2024 and we paid more than the quoted amount but being we were grieving the loss of my brother trying to find a mortuary in *****************, CA we came a crossed Legacy thinking it was a local mortuary in ***************** to find out that it was a third party. I have no idea where my brothers body is and if the cremation has even happened. I need answers and I keep getting told we would receive a call.

• Initial Complaint

  Date:11/10/2024

  Type:Billing Issues
  Status:

  UnpursuableMore 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.

  I am a disabled combat Veteran on a fixed income, and I made the mistake of using Legacy Cremation Services to properly handle the remains of my brother who passed away in October of 2024 and based on my experience I will never use them again or recommend them to anyone especially if you are a disabled combat Veteran. Apparently, this company has several names including Families First Funeral Homes and Heritage Cremation Provider. I am not surprised that this business must use several names as it attempts to suppress exposure of the unethical, immoral, and fraudulent activities it engages in by ******* its customers who are mourning the loss of a loved one. When my wife called Legacy Cremation Services and spoke to AJ on the 19th of August, he stated the total cost for the cremation would be $995 dollars and $5 per death certificate. He did not mention any additional fees or charges. However, after my brother passed away, we were quoted a total of $1795 from **** on the 22nd of October in addition to a 3.5% credit card fee for a total of $1842.30! This included $175 for a plastic container that contained my brothers remains which was a total waste of money as you can buy an urn on ****** for around $40. This is almost double the amount we were originally quoted! **** advised my wife that we would have to pay the full amount, or services would not be provided. When my wife asked to speak to ** about the inconsistency in his pricing my wife was told by **** that he was conveniently in a service! The fact that this company uses an email address and business title of families first is an oxymoron as they do not care about your family or your loss as their only concern is bilking you during a time of mourning in an effort to pad their coffers. It is a travesty that during a period of mourning Legacy chose to take advantage of our grief and charge us almost double what the original amount quoted was to properly handle the remains of my brother.

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  This complaint is directed at ** ******* at Legacy Funeral Services in ********, an outsourced cremation service in *******. On 17 Oct 2024, my grandfather, **** *******, died at home in **********, **. My grandmother, ******* *******, somehow found Legacy Funeral Home and began the process of planning Grandpa's cremation. She was quoted a price of $995.00. When Grandpa passed, it took the folks from Legacy over 6 hours to come pick up his body. We were under the impression he would be taken to ******, ** for his cremation, but he was taken to ****, ** without our knowledge.Suddenly we had a bill of $2484.00. After multiple phone calls with ** *******, the director at Legacy Funeral Services, she passed the responsibility to my step-mother, *****. For days, ***** was yelled at and belittled on the phone by **, who was refusing to honor his initial price. The last thing ** said to ***** was he would be willing to transfer Grandpa's body to another home at no expense to us. ** threatened *****, stating he was recording their phone calls. After that, ***** asked me to take over and I found ****** ****** and Desert Lawn Funeral Home in ******, **. I only had one phone interaction with **, in which he was aggressive, combative and argumentative. ****** became our sole point of contact to AJ. Once ** realized that we were intent on transferring Grandpa to ******, he began dodging her calls and emails, delaying the transfer process. We felt like Grandpa was being held hostage, thought he would be cremated without our consent, and we'd never get his ashes back. ****** began speaking directly with the funeral home director in **** and they began planning to call the ** police if ** continued to ignore us.Finally, on 21 Oct 2024, ****** was able to assume custody of Grandpa and transfer him to her facility in ******. Exhausted from this week of ****, we ended up paying AJ $915 (the cost of him coming to Quartzsite and transporting Grandpa to ****).

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  October 10, 2023. I was quoted $995 for cremation, I was billed $1,195. I was not told about all the other fees that would be charged.We were forced to drive twice as far to pick up out daughter's ashes (*********** ** instead of *********) or she would not have been at her own funeral on October 21st.The ashes came in a plastic case clearly marked "temporary" when I was told by ** and ******* they were providing an urn. We had to find a suitable urn on 10/20. I want reimbursed $50 for the urn and another $50 for driving to Springfield and back.This company is terrible at returning phone calls, they were always on the phone when I called.

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  I contacted Legacy Cremation Services (AKA Heritage Cremation Provider) when I found out my dad passed away in November 2022. I spoke to **, and he provided pricing. Went back and forth on paperwork, only to see the price on the paper work was over $500 more than his initial quote.I paid with a *********** and the remaining amount after payment was made was for $1290, which is the amount that should have been refunded back to me. ** is a dispicable excuse for a human being who steals from families going through bereavement. I know he received payment because I have had my dads remains and death certificates since 12/05/22.However, it is now 05/31/23, and I STILL DO NOT HAVE MY REFUND. I have been more than patient and gracious and I have called REPEATEDLY, but every time I call AJ, he is completely rude and disrespectful. He also presents as though he is local, but Im in *****, and he is in ********. Although he is the Owner, continues to say ***** is the only one who handles refunds because they are not what [he] does. I even received a package last week in the mail with a brochure and explanation of their services. Really? He can send promotional information and a letter, but STILL NOT send my refund after 6 months?! Its a slap in the face!He just keeps telling me to call back or try again at a time ***** will be in the office, but every time I call back when he tells me to call, she is NEVER there. H*** just say, ************* yet or you just missed her or try to call back in 30minutes, but shes NEVER there. At this point, HE should handle the issue, but he refuses and he said doesnt even know how to get into his Quickbook system. STAY AWAY from AJ/Legacy/Heritage Cremation Services/Provider. He is only out to steal your money! He said, its only $1290 refund, thats nothing. Well, if its nothing, why am I STILL waiting on a refund? It doesnt matter if it were $5, if that is the refund Im due, thats what I should be issued!

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  This business is a shame. My brother recently passed in Georgia and our local funeral home in **** contacted them.for ** while I flew down.My brother laid in the ********************* for 5 days!.They kept send paperwork that needed printed then signed then emailed.Asked if I could.just come in, only to find out they are located in ********.Took hours for return phone calls.Only time they called.me back is after I canceled my credit card and found a local funeral home to help.Don't do business with them, they charge double what they tell you and then saw its all correct charges. Even after they called and I told them.i canceled they card they didn't even ask why or apologize or anything.Total diameter of a company taking advantage of people

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  I am not looking for any gain, I just want others to be aware of how horrible they are. They kept my mom's remains for almost 3 weeks! Between my dad and I, we called almost everyday. They always said they would call us back and never did, which is why we had to keep calling. They kept her as long as they possibly could to keep making more money. They had no problem with our card information the first time, then all of a sudden the payment wouldn't go through. We verified all information was the same as the first time and when we contacted the bank, we were told they were putting in the wrong CVV number. We let them know and they still continued to do it, seemingly purposely. All we wanted was my mom's remains home and they made it way more difficult and longer than what it should have been. Go anywhere else but to these people

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  I had used Heritage for services regarding my mother. The company advertised a price and that were local but upon picking up my mothers remains found out that they were not and that they charge for services that the actual cremation provider has to file by law. I had used Heritage for death certificates and they charged multiple service charges for doing so. My mother passed in November and still have not received them in January. I had called Heritage multiple days in a row and left messages which were not returned so each day had to call back and leave contact info to not receive a call back in regards to the whereabouts of the certificates I paid for. Finally on the third day I spoke to ******* unknowingly and the conversation ended in him mocking me and hanging up on me because once again he asked for my contact info and I said if you are taking my name down the past three days they should have my contact info. Later that day still not recovering a call back I called Heritage to finally speak to someone. When I did I told them I no longer need their services for certificates and want a refund for services not provided. I then spoke to ******* and again, where he denied mocking me earlier and got hostile and told me tough luck I will not get a refund. I mentioned contacting the BBB and told me good luck and they will not help. Therefor I am asking for your help getting a refund for services not rendered months later.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  They refused to call any my family back . They have my mother remains but refused to give any information even after a month . Could not have the funeral we planned .

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  My mother passed away on December 6, 2022. I reached out to this company for services and they sent someone to transport my mother to a funeral home without asking me which funeral home I wanted to use. Ever since, I have not had a positive experience with this service. Today is January 6, 2023, exactly one month since my mother passed away, we have NOT received my mother's remains and her death certificate. Their communication has been very poor and I have tried to get a hold of someone at Heights Crematory, where Legacy Funeral Services sent my mother's body to, and no one is responding to my phone calls. I've sent multiple emails to Legacy Funeral Services and they're not responding, either. They keep saying my mother is in line for cremation and this line has been repeated for the last two weeks and nothing is happening. This is putting emotional distress on me worrying where my mother's body is. I need help resolving this situation.