Business Profile

Cremation

Neptune Society

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Complaints

This profile includes complaints for Neptune Society's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

61 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:07/14/2025
Type:Product Issues
Status:
ResolvedMore 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.
Transaction date July 1st 2025. *********** paid to Neptune Society on my behalf $50. I erroneously listed the address as ************************************. I need the money refunded. Thank you.
Business Response
Date: 07/16/2025
Neptune Society spoke with the complainant and has provided a solution to her concerns. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 07/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ***************
Initial Complaint
Date:06/26/2025
Type:Product 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.
Due to a change in finances my husband and I are seeking a refund of what we paid into our Neptune Society Accounts. A total of$1399 each. The Neptune Society refuses to refund, even though their website says they will if services haven't been rendered. As we are both alive, no services have been rendered.
Business Response
Date: 07/22/2025
Neptune Society spoke with the complainant and has provided a solution to her concerns. Neptune Society issued the refunds checks to the complainant on 6/18/2025 via mail. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 07/22/2025

Complaint: 23524051

I am rejecting this response because:
Washington state RCW 18.39.250claims they owe me a refund of not less than 90% of what's in the trust. I should have in each of our trust accounts $1399.
Sincerely,

***** *****
Business Response
Date: 07/25/2025
Neptune Society issued the refunds checks to the complainant on 6/18/2025 via mail. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 07/25/2025
I received a letter from Neptune Society saying they will issue a full refund in 15 days. If the refund arrives I will notify you. Thank you for your support.
***** *****
Customer Answer
Date: 08/01/2025

Date Sent: 7/25/2025 1:59:54 PM
I received a letter from Neptune Society saying they will issue a full refund in 15 days. If the refund arrives I will notify you. Thank you for your support.
***** *****
Initial Complaint
Date:05/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 company sent me a letter, completely unsolicited, regarding cremation services. I have never heard of or communicated with this company. I have no need or want of such services. I am irritated that they would send such advertisements with my NAME on it (again, how did they receive my name and address in the first place when I haven't even heard of them!?!?) as if I had reached out regarding services. This is terrible business practice, especially being with the line of work this company is in.
Business Response
Date: 06/04/2025
Neptune Society is confirming that the contact has been fully removed from our database as of June 4th, 2025. Neptune Society recommends that the complainant uses this communication as proof of the removal. Neptune Society apologizes for the inconvenience that the complainant encountered. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 06/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:03/25/2025
Type:Service or Repair 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.
TOTAL HARASSMENT FROM THIS BUSINESS, WITH FALSE PROMISES OF CONCERN FOR FAMILY *********** THEY FOUND OUT THAT MY RELATIVE, MIGHT NOT SEE THE LIGHT OF DAY, IS FAR FROM BEYND ME.CONSTANT PHONE CALLS ALONG WITH GOING TO MY MAILBOX, ONLY TO SEE THEIR ADVERTISEMENTS.CREMATION PROVIDERS, MORE LIKE ...TRIGGER THE PERSON TO COMMIT SUICIDE.WE AMERICANS ARE ALREADY STRESSED OUT, AND WE DO NOT NEED SOMEONE GIVING US ADVICE ON HOW TO PUT A RELATIVE'S BODY OUT OF OUR LOVING THOUGHTS, WITH THE USE OF FIRE, AS THEY ARE ENCASED IN A SMALL MAKE-BELIEVE COFFIN/CASKET!RESPECTFULLY,A. FLY
Business Response
Date: 04/11/2025
Neptune Society is sincerely sorry for this inconvenience.Neptune Society is requesting from the complainant to please provide us with the full and exact address to where the marketing material is being mailed if the complainant's relative does not reside in the address that the complaint provided along with the complaint (***************************************). If the relative does reside in (***************************************), then please use this communication as confirmation of the removal of the contact from our database. If not, then Neptune Society is confirming that we will be more than happy to provide the complainant with assurance and a resolution to their complaint, but the complainant did not provide us with the address in order to pin point the contact to then be able to proceed with the removal of the contact. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:03/23/2025
Type:Order 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.
This company send me a letter that if I want to be cremated or not. I dont know this company and never have communicated with this company. How dare they send me a letter to plan my cremation!!
Business Response
Date: 04/11/2025
Neptune Society is sincerely sorry for this inconvenience.Neptune Society is requesting from the complainant to please provide us with the full and exact address to where the marketing material is being mailed.Neptune Society is confirming that we will be more than happy to provide the complainant with assurance and a resolution to their complaint, but the complainant did not provide us with the address in order to pin point the contact to then be able to proceed with the removal of the contact. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:03/22/2025
Type:Service or Repair 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.
I made arrangements with the Neptune Society in ***********, ** in October 2024. When I signed up I had to give my debit card information to pay for the first payment. Since that time I had been going online to *************** to make payments. Recently not only is *************** taking money out of my account, but now *********************** (a subsidiary of ***************) is also taking payments out of my account. I left a complaint with *************** but have heard nothing. I have been unable to contact Forethought. When I contacted Neptune Society they told me there was nothing they could do but if I gave them my bank information the issue would be resolved. I refuse to give anyone my bank information. I want both Global and Forethought to CEASE and DESIST taking any monies out of my account. This is theft and fraud on the parts of all involved.
Business Response
Date: 04/18/2025
Neptune Society has worked with *************** and it appears that we may have identified the issue he complainant is experiencing. *************** has left a couple of voicemail messages for the complainant, asking her to contact them regarding her concerns.Neptune Society kindly asks the complaint to please return **************** call as soon as possible so the matter can be resolved. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:03/18/2025
Type:Order 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.
On 9/3/2015 I purchased a preneed funeral agreement plan for my ****************** ******* ********, **. in the amount of $1029.41. On 9/23, 2015 I received a letter from President and Chief Operating Officer, Mr. *** *********. Thanking me for entrusting neptune society with my arrangements. I was told, in this letter the following: that my plan would be protected and my wishes honored with the dignity I deserve. that my sense of responsibility in taking care of this important matter is admirable, that I've done much to "ease the burden on my loved ones later". Here's my favorite line in the entire letter "This letter confirms your plan acceptance." My brother *** bless his soul, passed away 2/26/25. To date, I have been juggled by every sales department team leader, trying to get me to pay in full the policy I was financing for myself. Someone, combined our contracts together, mine into his. i was told on 3/17/25 by ********* ********** that the letter I received from the president of the company in 2015, was "just a welcome letter, and I need to pay $713.00 in full and then they will schedule the cremation. My brother's body has been in a freezer since 2/26/25. two weeks ago he was taken to the ****************** Services facility located at ********************************* Wheatridge, ** *****. The ONLY reason why he hasn't been cremated, is because they want me to pay for the financed account that I was purchasing for myself, and had notified them of my cancellation of the contract, due to financial reasons, they NEVER sent me the forms to sign and return to "legally" cancel MY contract. which they included in my brothers contract. IT IS ABSOLUTELY DISGUSTING THAT THEY TREAT PEOPLE THIS WAY. THEY HAVE BASICALLY HELD AND ARE HOLDING MY BROTHERS BODY FOR ******, IN THE AMOUNT OF $713.00. This behavior is debilitating on me to say the least. How can they FIX this situation? HONOR THE PAID FOR CONTRACT. we're going on a month since he passed and they want more money.
Business Response
Date: 04/11/2025
Public reply:

Neptune Society is working on providing the complainant a resolution. Neptune Soceity will be contacting the complainant to discuss the complaint. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 04/11/2025
After having spoken with ***** **********, office worker, *** the office coordinator and eventually ********* the office manager, who advised me, since I refused to pay them any more money for anything else. Especially since they couldn't seem to say EXACTLY what the $713.07 was to pay for. And by their OWN admission that they were holding his body hostage in order to get more money from me. That according to *********, I could take my business somewhere else. When I said "Oh, so you can keep the money I've already paid to your company?" The answer back was Yes.
To date, I've never heard from the company president, or anyone from the corporate office to address my concerns, NOR to honor the paid for contract for my ****************** W. ********, Jr.
Satisfactory response? DEFINITELY NOT. IT'S AN INSULT! They have no intentions of addressing this matter, as I've attempted to reach the president's office since February 26th of this year. They were more concerned with letting the funeral service owner I'm now working with, Ms. **** *****, that I signed for and am responsible for a $1,275.78 cherry urns. I've never signed for, nor have I ever seen personally this urns. Not to mention would I pay that much for one. YET, this urn is INCLUDED in their Neptune Memento package, according to the paperwork they gave to me.
Customer Answer
Date: 04/11/2025
After having looked at the retail merchandise agreement again, they are attempting to charge me the EXACT SAME AMOUNT for an URN as the ENTIRE contract - which was the one for myself that was canceled, totaled up to. Isn't that an ODD coincidence. Going to make me pay for a contract that I let them know I wasn't interested in paying for. It has already been canceled.
Customer Answer
Date: 04/14/2025
Date Sent: 4/11/2025 8:55:25 PM
After having looked at the retail merchandise agreement again, they are attempting to charge me the EXACT SAME AMOUNT for an URN as the ENTIRE contract - which was the one for myself that was canceled, totaled up to. Isn't that an ODD coincidence. Going to make me pay for a contract that I let them know I wasn't interested in paying for. It has already been canceled.
Business Response
Date: 04/17/2025
Neptune Society has a resolution for the complainant. Our local team and a corporate employee have tried reaching out to the complainant to extend and honor the complainant's desired resolution. Please call Mrs. ******* at ************ as she will be more than happy to guide this complainant through the resolution process. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:03/18/2025
Type:Billing Issues
Status:
ResolvedMore 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 week purchased cremation services for myself and wife. Was to be billed ******* twice and ****** twice to my **** card. They billed me three times for the *******. I reported this to them and the credit card company closed my account because of fraud. Neptune society said they would take care of it and billed me again. My account was zero and now is over ********. Calling the regional office and them is not effective. This is ruining my credit and am being charged fees for filing a dispute with the credit card compangy.
Business Response
Date: 04/11/2025
Neptune Society spoke to Mr. ****** via phone. Neptune Soceity was able to provide Mr. ****** his resolution. Complainant was satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 04/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:01/10/2025
Type:Order Issues
Status:
ResolvedMore 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.
we require the cremation and death certificates. We're still waiting for updates on the cremation and death certificate. Payment terms specified in a particular section of the Service contract for relocation services are not being followed. Permit fees, including those for cremation, are included in the relocation contract and the permit fee should be refunded, As January 2025 begins, a month has passed, leaving us frustrated . The desires of the family and guardians have been disregarded.Upon arrival at the ********************** office on 01/07/2025, they declined to fulfill the Services outlined in the contract. Requested the death certificate and the remains of my mother. The Neptune Society states that we do not possess the remains or death certificates. They mentioned scheduling the cremation for today, 01/07/2025, and said they intended to send me the remains via priority express mail. Requested a phone call and a tracking number. On 01/08/2025 The only thing I received was an email containing a tracking number. As of 01/09/2025 The tracking number is displaying as "created" only. 01/08/2025 as of 01/10/2025 still displaying a created only.Why is the Neptune Society keeping the ashes and death certificate, and why is the Priority Express record only marked as "created"? The amount of misinformation and delay tactics is astounding and unbelievable. Neptune Society's actions concerning my mother's remains have left me profoundly disappointed. On 01/10/2025, Went to the Lake County clerk's office and paid for 12 copies of the death certificate. My mother purchased these services and settled the payments over a decade ago. They aren't delivering the promised services. 01/10/2025 Over a month has passed since my mother's death, and the lack of progress and incompetence in managing her remains are deeply concerning. The Neptune Society's actions appall me; they ignored our requests, kept my mother's remains, the death certificates, and broke a decade-old contract.
Business Response
Date: 01/29/2025
Neptune Society wants to extend their condolences to the complainant for the loss of his mother. Our records show that the delivery date was set to be Saturday 1/11/25,which the cremated ashes was delivered that day. Our Regional Manager *** ****** has been trying to reach the complainant and it has been impossible and the complaiant wont return any calls. No solution/closure can be provided to an impossible person to reach. Neptune Society wants to state that the Cremated ashes were mailed per the complainant's request as he stated he did not want to personally come to obtain his loved one and that it was ok to send via mail. The family has both the ashes and death certificates in their possession, since 1/11/25. Our contract with them was fulfilled.The pre-need agreement didnt include the cost of the cremation permit, simply 1 death certificate, which we honored. We need the complainant to please call our regional manager back to formally provide closure to this complaint. Please call Mrs. *** ****** at ************.

Customer Answer
Date: 01/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********
Initial Complaint
Date:11/23/2024
Type:Product 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.
My mother signed up for pre paid service. When she signed up she was not in a good state of mind. Upon her death we as a family looked over the plan and decided to use a different company for her funeral. The new funeral director said that under state law that Neptune was required to refund at least 80%. Neptune said they would not refund because money was not in a trust. By law 85% of deposit has to be put into a trust. Have call to try to resolve issue told they will look into it then call me back, never receive a call back.
Business Response
Date: 12/05/2024
Neptune Society is very sorry for any inconveniences. Neptune Soceity has reached out to the complainant via phone twice and has left 2 voice messages and 1 follow up email. Our goal to to discuss a resolution. We ask that the complaiant please call our Customer Support team at *************. ********************** always strives to provide the utmost in service and customer satisfaction to each family we serve.

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Neptune Society is NOT a BBB Accredited Business.