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Business Profile

Cremation

Neptune Society

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cremation.

Complaints

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

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Neptune Society has 75 locations, listed below.

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    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 20 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/18/2025

      Type:Order Issues
      Status:
      Answered
      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:
      Resolved
      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:
      Resolved
      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:
      Answered
      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.

    • Initial Complaint

      Date:11/02/2024

      Type:Product Issues
      Status:
      Answered
      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 received an unsolicited snail mail from the Neptune Society, without the name of the business at an address I used to live at. I do not want to have any connection or contact with the Neptune Society, in any way.I am returning to sender their mailings, with notes to the Washington State Insurance Commissioner's, the Better Business Bureau and the Attorney General of Washington State, Consumer Protection office.I am on the **************************** "Do not Mail" list. Thank you.A friend spent a good deal of money and a special trip to a post office to forward this organization's unsolicited mail to me. It makes me very, very annoyed.I do not need whatever they're offering! Thank you.

      Business Response

      Date: 11/08/2024

      Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society would be more than happy to make sure the contact that is receiving the marketing material will be fully removed from the Neptune Society database. Unfortunately, we cannot complete a removal. The complainant needs to provide us the name and address as listed on the marketing material. That will help us pinpoint the exact contact and complete the removal. Neptune Society is requesting for full details in order to honor the complaints request. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:10/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been trying for over 7 years to get the Neptune society to stop sending me junk mail to my home address. I do not wish to receive it, and have never asked for any information about what they offer. I am tired of receiving it and want it stopped immediately. If it does not stop the next people i contact about the unsolicited mail harassment will be the Texas State attorney general and the post office.

      Business Response

      Date: 10/24/2024

      Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society is confirming that the contact has been fully removed from our database as of October 24th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize 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.

    • Initial Complaint

      Date:10/15/2024

      Type:Order Issues
      Status:
      Answered
      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 purchased a cremation contract with the Neptune Society, with the discussed payments to be completed over 1 yr. They stated that they needed to initially set up the account to be paid over 3 yrs due to insurance issues, but that the automatic monthly deductions could be easily adjusted. I initially paid them $893. with the initial mo. payment of $119.15 as required by them. After receiving my contract in the mail, I contacted them repeatedly over more than a week period of time in order to change the mo. payment amount to be completed over one year. They failed to either respond to my email or call me back as promised to allow me to make the change. I am beginning to question whether they can be trusted to complete my cremation contract based on their complete lack of response to my inquiries.

      Business Response

      Date: 10/30/2024

      Neptune Society spoke with the complainant and has provided a solution to his 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.

    • Initial Complaint

      Date:10/06/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Pre need contract billed $99 on October 29 2022, paid $50 month from November 2022 to September 2023, other funeral services providers provide service at lowerco

      Business Response

      Date: 10/10/2024

      Neptune Society has honored the complainant's request. Neptune Society has provided the resolution to this concern. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:09/29/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 husband passed and Neptune took care of everything. A check for $850.23 came in the mail and its written to the Estate of my husband. He had no estate. I have left multiple messages for Neptune to call me back to figure out how to resolve cashing the check. I currently have a Neptune account and worry about what my adult children would do if I die and theres a bank check they cant cash. Why wont they get back to me? Very poor business. I need a check made out to the beneficiary, me.

      Business Response

      Date: 10/24/2024

      Neptune Society has honored the complainant's request. Neptune Society has provided the resolution to their concern. The replacement check was mailed to the complainant on October, 18th 2024. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 11/14/2024

       
      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:08/27/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 receiving promotional mail and would like them to stop. I have asked them to stop sending unsolicited advertisement but they have been sending them to my address.

      Business Response

      Date: 08/28/2024

       
      Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society is confirming that the contact has been fully removed from our database as of august 28th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize 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: 09/11/2024

       
      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,

      ***************

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