Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Neptune Society has 75 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2024

      Type:Service or Repair 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 was wondering if all Neptune society are the same or it operates based on locations ?My issue is not beening able to veiw the loved one prior to cremation! Only the wife was allow to view her husband. There are others who know him over 40 years but was deny access to him A few years ago, I used your services and allow entry to my best friend veiwing. That meant the world to me.All we ask is to be allow to say goodbye to our friend once last time in person. He has been like a father to 2 ladies and assistant in the growth of them

      Business Response

      Date: 01/22/2024

      Neptune Society is aware that this complainant was in attandence ofthe viewing of his love one on January 16th, **** in addition to 5 other people.  Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 01/22/2024

       
      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:11/20/2023

      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 dont think that this is not a legit company and is selling an overpriced service. They are charging me 3 to 4 times a regular cremation would.

      Business Response

      Date: 01/05/2024

      Neptune Society spoke with the complainant via phone and has honored her request. Neptune Society has provided the steps to take to proceed with the resolution to her concerns. The complainant understood and is satisfied. The resolution is in progress. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:11/17/2023

      Type:Product 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.
      On 07/03/2023 I initiated an agreement with Neptune Society for future cremation services. I made an initial payment of $99.00 on that date. Per the written agreement, I had 30 days to evaluate the contract during which time I could cancel and receive a full refund. On 07/31/2023 (within the 30 day limit) I cancelled the agreement and requested my $99 refund. I physically returned all paperwork and related items to my local Neptune location (***************, ** ************) on 07/31. On 08/21/2023 I still had not received my refund, so I again contacted my local Neptune office. On 09/07/23 I still had not received my refund. I again contacted the local Neptune location. On 11/03/2023 I still had not received my refund. I again contacted the local Neptune location. Apparently refunds are issued from the Neptune corporate location in **********, ** however its now been over three and a half months and I still have not received my $99. All I want is my $99 refund from Neptune Society. Thank you.

      Customer Answer

      Date: 12/15/2023

      I received my $99 refund from Neptune Society on 12/05/23.  Thank you to the BBB for your attention and assistance.

    • Initial Complaint

      Date:11/10/2023

      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.
      The date of beginning of problem is Oct. 10,2023 in which is the cancellation of this service.I paid the amount of $64.49 as a down payment (was told that amount would be refunded)In addition, the amount of $44.68 was charged from my account on Oct. ******* in which I was told when I cancelled that there would no longer be any charges.I contacted the office and was told that there would be a check mailed within the next couple of days. I have called multiple times and kept being told they would mail a check. I have not received any refund and my calls are not being taken. It appears that my email is being blocked. I am on a fixed income and their actions hurt me financially. I need assistance to solve this issue.

      Business Response

      Date: 11/16/2023

      Neptune Society has has reached out to the complainant to let her know that the refund for the remainder $44.68 is already being processed and will be sent to her within 10 days. Complainant is satisfied with Neptune Society honoring her desired resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:10/18/2023

      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.
      I have tried numerous times to be taken off the mailing list. I have never signed up for them nor do I want their advertisements cluttering up my mailbox. My mother passed away over 3 years ago and it brings back emotional pain to get this type of unwanted mail. Again, I never called them about services nor have I at anytime requested it. I want my name removed and the mailings to stop.

      Business Response

      Date: 10/27/2023

      Neptune Society want to sincerely apologize for this embarrassing inconvenience that the complainant encountered and we are providing confirmation that the contact has fully been removed from our database as of October 27th, 2023. We fully appreciate that the complainant submitted the marketing material along with this complaint. Neptune Society recommends that the complainant uses this notice as confirmation of the removal of the contact information from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 10/30/2023

       
      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:10/13/2023

      Type:Delivery 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 never inquired about the Neptune Society. I received unsolicited mail from them and I have no idea how they got my information.

      Business Response

      Date: 10/27/2023

      Neptune Society wants to sincerely apologize for this embarrassing inconvenience that the complainant encountered. We would be more than happy to remove this complainant's contact information from our database to avoid any future marketing material from being sent to the complainant's residence. Now, in order for us to do so, we need the EXACT mailing address and full name as it is written on the marketing material.  Once we receive the full information, we will reply with confirmation of removal. The complainant only submitted their name and State and Zipcode, we need the full address as it was written in order to identify the exact contact. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 10/30/2023

       
      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.

      While Neptune Society clearly does have all of my information, and the information they have listed of mine in their response should be more than enough to identify who I am in their system, I will go ahead and provide it with the assurance I will actually be removed from the mailing list. I do appreciate the wording of their response and I want to ensure I am actually not contacted again. 

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

      ****************************, E519

      *****************, ** 98043


      Sincerely,

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

    • Initial Complaint

      Date:10/10/2023

      Type:Product 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.
      received mail for my deceased husband called to ask to remove from mailing list and was told the post office send out the list for this and to contact the post office

      Business Response

      Date: 10/13/2023

      Neptune Society wants to sincerely apologize for this embarrassing inconvenience that the complainant encountered and we are providing confirmation that the contact has fully been removed from our database as of October 13th, 2023. Neptune Society recommends that the complainant use this notice as confirmation of the removal of the contact information from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 10/14/2023

       
      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:09/29/2023

      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.
      I signed a contract with Neptune Society in May of 2018. I made payments adding up to $2304.00 ending in August 2023 when I decided I wanted to donate my body to *********************** willed body program. I submitted the cancellation documents to Neptune Society on September 25, 2023. They explained that I would only be refunded $471.77. The company is keeping $1832.23 of the total that I paid in. It seems that they were trying to force me not to cancel by withholding most of the money that I had paid in.

      Business Response

      Date: 10/12/2023

      Neptune Society spoke with the complainant and has provided a solution to her concerns. The complainant understood, accepted, and is satisfied with the resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:09/22/2023

      Type:Customer Service 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 offended by the onslaught of unsolicited mail from this business. I have written four times requesting to be removed from the mailing list! The mail has included a birthday card which is more than tasteless. They will not comply. I am registered on the Do Not Mail list suggested by the credit bureau! Please ask them to stop. Its VERY UPSETTING.

      Business Response

      Date: 10/02/2023

      Neptune Society want to sincerely apologize for this embarrassing inconvenience that the complainant encountered and we are providing confirmation that the contact has fully been removed from our database as of October 2nd, 2023. Neptune Society recommends that the complainant uses this notice as confirmation of the removal of the contact information from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 10/02/2023

       
      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:09/14/2023

      Type:Product 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.
      date of transaction 8/31/23 i received the box of merchandise and will not be using it. i called two different Neptune employees and was told the items could not be returned. the contract indicates the items can be returned for a full refund within ************************************************************ the box. the instructions i received was to call local office on the back of the shipping document. i called that number and it has been disconnected. i think they're putting me off so that it goes past the 30 days. the ***************** package is $1379.20

      Customer Answer

      Date: 09/15/2023

      CANCEL THE COMPLAINT.  THEY FINALLY CALLED WITH AN EXPLANATION.  NOT HAPPY ABOUT IT, BUT NO CHOICE GIVEN THE "PACKAGE"

    Neptune Society is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.