Complaints

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

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Neptune Society has 75 locations, listed below.

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  Neptune Society

  100 NW 70th Ave STE 200 Plantation, FL 33317-2901

• 

  Neptune Society

  4770 Montgomery Blvd NE STE C119 Albuquerque, NM 87109-1255

• 

  Neptune Society

  6781 N Thornydale Rd Ste 253 Tucson, AZ 85741-2731

  
• 

  Neptune Society

  8438 Ward Pkwy Kansas City, MO 64114-2031

• 

  Neptune Society

  2120 S 700 E Ste C Salt Lake City, UT 84106-1809

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:09/06/2023

  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.

  The Neptune (Cremation) Society has been sending me advertising emails and snail mail advertisements for a number of years now. I have politely called their *************, ********* office and asked them repeatedly to be taken off of their mailing lists and phone lists, Each time they assure me they will do so, yet I continue to relentlessly get these advertisements. Not only is cremation against my religion, but it is upsetting as I get older (in my 70's) to continually be reminded about death. I want the emails and snail mail mailings to stop, and I am hoping that you can help to put an end to this. Thank you.

  Business Response

  Date: 09/18/2023

  Public reply:
  
  Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society is confirming that the contact has been fully removed from our database as of September 18th, 2023. We recommend that the complainant use this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. We always strive to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  Date:08/25/2023

  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.

  My father-in-law pre-paid for a Neptune Package. Their website states they will send a call team immediately to collect the member when they pass. My father-in-law passed at 9:45pm and we contacted Neptune Society - they were so disorganized they couldn't tell us when he would be picked up and said they would call back with an ETA. After an hour we still had not received a call, so we called back, and they told us they could not reach anyone, they said they would email the team! Email the team?!?! What happened to "sending a call team immediately to pick up the member when they pass". My father-in-law has been laying here now for several hours and we are still awake waiting for a call back - so it looks like we will be up all night hoping for a call back. Please correct your website and remove the statement that you send a call team out immediately to pick up a member after they pass.

  Business Response

  Date: 09/18/2023

  ***, Neptune Society extends our sincere condolences to you and your family for the passing of your father-in-law. We want to also deeply apologize for the poor experience that you encountered at he moment of your father-in-law's passing. Please know that we completely understand your frustrations and we want the opportunity to make your and your family's experience better. In order to do so, we need the full name of your Father-in-Law or a contract number and which location did you reach out to so we can continue our investigation and address this concern so this does not happen to any future families. We need to connect this complaint with our specific team that you reach out to and we do not have any records of you in our database as a Next of Kin nor did we obtain a name or other information in your complaint. Please reply back to us as we will be more than happy to immediately address this with the team that you reached out to and take the appropriate future step to better our service. We truly appreciate your feedback and are looking forward to hear back from you. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  Date:07/29/2023

  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.

  After my mothers passing I found a contract with Neptune Society. On 7/19/23 I contacted them advising of the passing and stated I had contacted another business to handle my mothers services. With no remorse or empathy I was informed that the balance was not paid in full and the amount paid for services will be forfeited. I was not aware of this contract prior to my mothers passing.The mortuary I selected did contact Neptune and with no success, was not able to obtain a refund or a transfer of funds to be used towards my mothers service.I used no services from Neptune and they are refusing to refund the money my mother paid towards her cremation.

  Customer Answer

  Date: 07/30/2023

  This is a recent statement from Neptune showing my mother has paid $1,749 dollars into her cremation services and were just requesting it be sent to **************** in ******** **

  Business Response

  Date: 09/18/2023

  Neptune Society has resolved this case with the complainant. Neptune Society issued a refund check in August 2023 as a resolution to this complainant. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer Answer

  Date: 09/18/2023

   
  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:06/19/2023

  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.

  I purchased a cremation plan from the Neptune Society company. The salesman described it as a end of life program to make things easier on the family. I asked the sales man what would happen if the policy was not paid off at yhe time of my death. He said that my family would bring in the life insurance policy and pay off the balance. He never once mentioned to me that this was a binding contract that I would be sent to collections and sued if I didn't pay it off. If I had understood this program I would have never bought the policy. The salesman misrepresented the program. He left me with the assumption that this was a standard life insurance policy. The salesman never mentioned one time that this was a legal and binding contract. When the salesman contacted me, all he mentioned was that it's only $50 a month.

  Business Response

  Date: 07/14/2023

  Neptune Society has spoken with the complainant to assure the resolution. The Complainant is satisfied and the resolution is in the process. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  Date:06/15/2023

  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.

  This involves the following business:*************************** Neptune Society 98 ****************** ******* ** ************ Their email is not on their letters Their reference number is ************ We are the family of ******************************* Our brother was living with family members in the Clearwater area. He left more than 10 years ago with no notice or forwarding address. We have had no contact from him since he left. Apparently someone is using his ID with their picture and his information. We believe this is a false ID card. In January 2023, one of us received a call from a hospital in ******* ** looking for relatives. We requested proof of the person and never received anything. We made no commitments without proof. Shortly after that the person passed away and the facility he was in made arrangements with Neptune Society in ******* to take care of the arrangements and the body was transferred there. We received several calls from *************************** at Neptune. We advised him we needed proof of the person they indicated was *****. We requested fingerprints or DNA to confirm the identity of the person at Neptune. None of us lived in the area and could not see the body in person.They finally sent us some IDs, We did our due diligence in reviewing these IDs and family photographs. It was determined this was not our brother. We requested again that fingerprints be taken to confirm the identity. They refused. The issue is not if the body matched the id but if the body is actually the correct person. We advised we were not responsible as this person could not be identified as our brother We recently received a bill from Neptune for $1,395 for their services. We did not authorize any services. They are threatening to send this to collections. We are contesting this bill and will not be paying for services provided to a stranger. We have also filed a complaint with the Attorney General ****************. Thank you.

  Business Response

  Date: 07/14/2023

  Neptune Society has reviewed the complaint and will not honor a resolution. The authorities did provide confirmation of the identity. The Next of *** was the one that chose us at the moment of death. The complainant is not the designated Next of Kin, therefore Neptune Society has never worked or spoken to the complainant.  Neptune Society recommends that the Next of Kin works with our Funeral Arranger for the next steps of this case. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20193844
  
  I am rejecting this response because: It is not  correct. I will be sending in further information  from my family member who spoke with the funeral home  The facility where this person died is the one who made arrangements with the funeral home. 

  The authorities indicated they felt the id matched the body. 

  The issue is the  funeral home did not confirm it was actually that person even after they were advised the id does not match the family records. 

  The authorities and the funeral home  did not confirm the identity of the body by usual method of fingerprinting. We asked several times for that to be done. 

  At no time did anyone commit to being responsible for this person's arrangements. 

  We will continue to fight this issue. 
  

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/19/2023

  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.

  My brother recently passed on 3/19/23 and we went to Neptune Society on 3/22/19. We ordered the $2800 dollar package and some other items and we were promised that his urn and the items would be ready in 3 weeks. My brothers funeral was on 4/21/23 and when we called the week of his service, they said his urn and the other items we ordered werent ready, only 4 mini urns we ordered. The supervisors name is ***** and he was very rude during this whole process outside of when we purchased the stuff for my brother. He said the items wouldnt be ready for another week or so after it had already been a month and got an attitude with me and my wife. He gave us an empty urn and said put the small mini urns in the urn he let us us for the service since the urn wasnt ready which doesnt make sense because you cant fit the little urns into another urn. Also, my mom ordered a bracelet with my brothers ashes and the week before his service they called her and said it was ready and when she got there one of the representatives told her it wasnt ready because my brothers body just got there and my mom broke down crying in distress. The urn wasnt ready with my brothers ashes for like a month and a half and when we went to go get the rest of our items, the glass orb with my brothers asked werent ready and its been 2 months. Once again, ***** was very rude to my wife. We were also supposed to get some little necklaces and dog tags complimentary through the package and ***** said he put the amount of the complimentary items toward one of the expensive necklaces I got and he never told us that when we first signed the contract. He said he would refund us $185 for the bracelet and I asked for a refund for the glass orb of $335 because he never told it would take this long at the beginning. We should be refunded more than the above because this was a horrible experience and we were shown no compassion by ***** during one of the hardest times in our lives. The batch # *********.

  Business Response

  Date: 06/02/2023

  Neptune Society has reached out to the complainant via phone and has left a voice message to extend the resolution to this complaint. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer Answer

  Date: 06/05/2023

   
  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:05/08/2023

  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 March 10, 2023 I signed a contract with Neptune Society ********************************************************************** for prepaid "local" cremation services. From that first day on it has been mistake after mistake after mistake. The contract, according to *********************, their representative, had been filled in incorrectly, by her, so that it needed to be changed and initialized by me twice. Later, on March 27, I received a call from another of their representatives, *************************, that the contract I'd signed was completely wrong and needed to be redrawn and the originals torn up (in front of me) and that they required a new check, and the original one voided, for the same initial deposit of $499 with the rest being paid monthly through my credit card. At each instance I asked when would the permanent ID cards, urn and supplies arrive and was told that the parcel would arrive soon.When I received a renewal credit card I called them late April, to update the new expiration date I was told that my address didn't match the one in their files. I told the lady that I have lived at this address since **** and haven't budged an inch since. She said she would look into the error but I heard nothing.The following week I called ************************* directly and asked her about them having the wrong address to which she apologized. Again I asked about the supplies and she said she would send me the ***** confirmation (attached) that it had been delivered on March 29, 2023, to the wrong address and that I should contact my neighbor to ask them for it.I am a 71 year old in very poor health; handicapped from birth with severe pain, diabetic with pressure wounds. stage 2 kidney disease, but with all that I informed the condo president about their error in delivery and my partner taped a note on my neighbor's door to please contact **.As of yet I have heard from no one.I have sent them a request to end my contract through their website and am awaiting a response.

  Business Response

  Date: 05/11/2023

  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:04/13/2023

  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.

  I have contacted The Neptune Society multiple times ordering them to leave my wife and I alone. We want no contact from them. They have ignored my demands made on the following dates (for which I have proof):July 2012 July 2013 February 2014 February 2, 2015 at which time I filed BBB complaint case #******** Today my wife received yet another mailing from this horrible, lying organization. Given the nature of their business, they should absolutely make sure that they DO NOT MAIL to people who explicitly demand to have no contact with them. This is so outrageous and upsetting, and given the emotional effect that this company has had (especially on my wife), I will be contacting our ************************** for advice going forward. Neptune WILL NOT comply with any promises made through the BBB complaint system. This is historic fact.My complaint should stay on record, visible to the public, in perpetuity due to their blatant disregard for individuals and the BBB system. They WILL NOT resolve this complaint.

  Business Response

  Date: 04/19/2023

  Neptune Society wants to sincerely apologize for this embarrassing and poor inconvenience that you have encountered. We would love to put an end to your concern today! Please know that we will be more than happy to completely remove your wife's contact from our database and systems. In order for us to resolve your concern we will need her full name as it was listed on the marketing material and please confirm that the address provided is also as it was written on the marketing material (***********************************************************************). Once we receive your reply with the exact contact information, we will pinpoint that specific contact and annihilate it from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Business Response

  Date: 05/15/2023

  Neptune Society received the first complaint on April 14th, 2023. Neptune Society responded on April 19th, 2023, ** which we did not hear back from the complainant, therefore their concern was not resolved because Neptune Society requested "specific details" from the complainant in order to 100%resolve their concern and provide satisfaction, but this complainant never cooperated towards the resolution. The BBB then closed this complaint for a lack of communication on the complainants side on April 30th, 2023. The complaint is 100% public. This complainant added false accusations in this complaint. Neptune Society NEVER "ignored" or "Will not resolve" this complaint for the complainant. We need the information we request in order to take the steps for resolution. The wifes full name is still not listed anywhere in this complaint. How can a company remove a contract without knowing which is the specific contact in order for ** to remove it? Without that Neptune Society cannot proceed. Below is our original response from April 19th, 2023, and it stands for what is needed to provide the complainant with full resolution, Neptune Society needs the complainant to cooperate with their part.See below:
  
  Neptune Society wants to sincerely apologize for this embarrassing and poor inconvenience that you have encountered. We would love to put an end to your concern today! Please know that we will be more than happy to completely remove your wife's contact from our database and systems. ** order for ** to resolve your concern we will need her full name as it was listed on the marketing material and please confirm that the address provided is also as it was written on the marketing material (***********************************************************************). Once we receive your reply with the exact contact information, we will pinpoint that specific contact and annihilate it from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  Date:03/13/2023

  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.

  date 11/21/22 My step daughter reached out to prearrange my husband cremation. I paid with my discover card. They said that we would get a free urn included. I made several calls with them saying that they would look into it and call me back. I left my number and never got a call back. To prey on people after the loss of a loved one it awful. Then in Dec. of 2022 they charged my card for another $236.50.

  Business Response

  Date: 03/28/2023

  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:03/05/2023

  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.

  my father has had a paid in full policy for many years. He happened to be in ********** at my home when he passed. At 3 oclock this afternoon they said they would be sending somebody. And no one is here yet: 8:47 pm. This is unconscionable and unprofessional and mean.we have contacted a local funeral home, who will be here within the hour

  Business Response

  Date: 03/09/2023

  Neptune Society has spoken with a family member (***********************: ************). Neptune Society has provided the funds in the trust for the family to use toward the cremation with another funeral home as they stated in their complaint. Neptune Society did NOT provide the service for this family. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.