ComplaintsforNational Cremation Society

Funeral Director

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Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 01/30/ 2021 I Signed A Purchase Agreement From "National Cremation Society Of *********, **, In The Amount Of $1,000 As"Total Services" ~ Which Is What I Thought It To Be When Purchased .~~Then Placed The Papers In An Envelope ~ About A Week Ago I Happen To Run Across Them, On One Of The Sheets ~ Also Signed~ With Figures Taking The "Total Merchandise Amount" Of $1,448.70 Along With Another "Total Merchandise Amount" Of $2,406.59 ~~ Another With So I Telephoned The Company To Inquire As To What The Additional Fees Are For ...The Lady Put Me On Hold, Returned And Stated :"It's For An Urn You Purchased, I'll Make A Note And Have Someone Return You Call Tomorrow And Explain The $2,000.00 Amount" ~ Those Are 3 Various Figures, And No Returned Call to explain any of the figures ...So I Continued Reading The Documents. ~ Where I Found An Unmarked Box FOR An Urn, A Flag (No Type Nor Size Listed) ~ Memento Chest ~ Cardboard Receptacle ~ I Think That's It In The Entirety.
Business response
09/03/2024
National Cremation Society sincerely apologizes for any inconveniences and confusion that the complainant may have encountered with the merchandise purchase. National Cremation Society has reached out via phone and has spoken to the complainant to provide a resolution to their complaint. the complainant is satisfied and the resolution is in progress. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
07/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased cremation service for myself and my husband apr 20 years ago in ******** which included insurance should we die out of state . Since we left Florida to be with family we tried to contact said business as to our standing but unfortunately no one responds to emails or phone messages .
Business response
08/01/2024
National Cremation Society wants to confirm that we reached out to the complainant via phone and provided a full resolution and confirmation of their contract with a travel plan. We are very sorry for any poor communication from our end. We tried to confirm with the complainant what was the phone numbers and contact information that they were reaching us at and the complainant was unable to provide those details. National Cremation Society have updated their current address; phone # and email address. Replacement Member ID Cards have been ordered. A copy of the Vital Stats form was also emailed to the complainant so that they can update the contact info for their next of kin. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
07/12/2024
Complaint Type:
Delivery Issues
Status:
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.
I am an active duty servicemember and I have no idea how National Cremation Service obtained my information. *** received multiple paper mailings and am NOT INTERESTED. I attempted to use their website to remove myself, and it doesnt work.
Business response
07/19/2024
National Cremation Society sincerely apologizes for this frustrating inconvenience. National Cremation Society is confirming that the contact has been fully removed from our database as of July 17th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. National Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
04/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just found out about a brain tumor that the hospital failed to tell me and now I am receiving mailings about creation. I am devastated with the results not told to me as I am still waiting for the records to be transferred to the *********** for further review. And, to get this mailed to me specifically (not to the household or current resident) is DISTURBING. I don't know anything about this tumor and this is frustrating in itself.
Business response
04/17/2024
National Society sincerely apologizes for this frustrating inconvenience. National Society is confirming that the contact has been fully removed from our database as of April 17th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. National Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
04/18/2024

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
02/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My mother whom passed away in June of 2023 had started the process of making payments with this company for her cremation. She fell severely incompetent with dementia and what Im assuming didnt fulfill her payment requirements. Come her passing we had no idea about this account and did not use there services to handle her remains. Now in February 2024 they must have gotten notice of her passing and have sent us a bill for the remaining payments even though there services were never rendered. I feel this company took full advantage of an elderly lady who was in the early stages of her disease. I have personally contacted this company who refused to provide me a copy of the original contract that is ****** by my mother and refused to refund the money that was paid since we never used there services and had no knowledge of this transaction. Since refusing to provide a copy of the ****** contract I dont know what date this account was entered into but it could be past the date the doctor ****** off on her not being able to enter into any binding contracts due to her disease being so far progressed.
Business response
03/15/2024
National Cremation Society has has reached out to the complainant via phone to extend a resolution to his concerns. National Cremation Society left a voice message on 3/14/2024 12 pm EST and folllowed up with an email. We have not heard back from the complainant. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
02/28/2024
Complaint Type:
Customer Service Issues
Status:
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.
Our mother passed on 2/9/2024. She had a prepaid cremation. She designated me as her 1st of kin. For some reason ************* told me on a conference call with my sister ****** that only ****** could provide information for the death certificate. Despite ****** telling ************* I had her permission to talk, ************* insisted only ****** could provide the information- despite not knowing the information. She was born years after me. I would answer the ********* *************** made ****** repeat what I said.****** lives less than a mile from where the ****** location. I traveled from ** & arrived less than 24 hours after our mother passed.Apparently ************* is not literate or understands English as it is clearly written in our mothers hand writing on the source document that I am the #1 next of kin. Document attached.************* told me she was required by Florida law to only get the information from ******. What?Suspect ************* prepared all the documents and wasnt in the office where the documents were. Otherwise none of this would have happened.My sister ****** has bee In a state of shock and was unable to get words out & experienced tightness in her chest. Reason ? ************* told lack of empathy & unprofessional attitude. After hanging up, ************* sent a Docusign email & told us we only had 20 minutes to review & sign it. Not having a computer, it was almost impossible to read what we had to sign/initial.What made it worse, despite telling ************* no fingerprints, the fingerprint form was completed in a way saying we authorized it.I have filed a complaint with the National Cremation Society & in contact with a representative named ***** at ************. She has apologized. What we dont understand & want to see in reason is what a person like ************* is employed in a business where empathy & feelings are essential.I am reporting this so no one else has to experience anything like this.
Business response
03/13/2024
National Cremation & Burial Society has has reached out to the complainant via phone to conversate over the resolution to his concerns. National Cremation & Burial Society has left a voice message with the resolution. The complainant has not reached back out to us to provide us confirmation/update on the mailed resolution. Resolution was mailed on March 4th, 2024. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
01/22/2024
Complaint Type:
Product Issues
Status:
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.
I am 73 my husband is 77 we both have cancer. To save my kids from heart ache, I have paid $5.938.00 bought End of the life arrangements for us both. September 16 2022 Couple of months after, I have found out that, there was a class action lawsuit against them. I have asked ***************************** to please return my money. She had told me that, its not the company policy and advised me to go with class action lawsuit.I thought it would be easier to dispute through my credit card company. Unfortunately we have lost the dispute.April 3 2023 I have received a letter from ************************* SVP of Operations, letting me know that my account has been paid in full.January 9 **** I had received a phone call and informed that, we are not covered!!They cannot locate the money!!Office manager hung the phone on me once and nobody returned my at least four phone calls.I cant trust this company!! We would have both been dead by now!!I dont have the time nor energy to fight anymore!Please help us to get our money to make a peaceful exit from this world. Thank You!*********************
Customer response
01/22/2024
Thank You
My original mail provided address and documents!
I am not sure you got all the information
*********************

Business response
01/25/2024
National Cremation Society has resolved this complaint. National Cremation Society called the complainant yesterday January 24th, **** and left a voice message to advise that *** has been trying to deliver the resolution. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
01/25/2024
I am trilled that after two years you have returned my money!
Unfortunately with the inflation there is no way we can buy the same services from a reputable company!
Please pay 2 years interest! It may help us to purchase end of the life services with a peace of mind.
Thanks
*********************
Customer response
01/26/2024
I have found out that, with the amount refunded after two years, due to inflation, we cant buy the same services from a reputable company.
Please help us by, paying two years interest.
Thanks
*********************
Initial Complaint
09/15/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I receive mail from NCS. However, I have repeatedly asked to be placed on the do not mail list. NCS: please remove me from your mail once and for all. Thank you.
Business response
09/18/2023
National Cremation Society sincerely apologizes for this frustrating inconvenience. National Cremation Society is confirming that the contact has been fully removed from our database as of September 18th, 2023. National Cremation Society recommends 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.
Customer response
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.

****************************************************
Initial Complaint
09/08/2023
Complaint Type:
Order Issues
Status:
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.
See page 1 of uploaded documents
Business response
09/18/2023
National Cremation Society apologizes for any inconvenience that the complainant encountered. National Cremation Society never received a complaint attached. National Cremation Society is requesting the complainant to reply back with their complaint with full details ( like... full name of the next of kin or customer, decedent if there is one, a contract number, and the full name of any representative of our that the complainant had an interaction with). National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

Customer response
09/21/2023

Complaint: 20577551

I am rejecting this response because all of the necessary information mentioned needed in the response of National Cremation Society was contained in my letter to the BBB with the attached exhibits. I presume the complete package was sent to the Society with my letter of complaint.
If my original letters and exhibits were not received by the Society, it is because their employee at the ********, ** address did not forward them, as she assured me that she would. Her name is *****************************. She is very good however, in setting up effective roadblocks for further action by the society, through excuses and false promises.
I have acted patiently and in good faith, following through with every action requested in a timely and complete manner. This matter has dragged on since March 29, 2023. A simple issuance of a check for $2,113.42 , made out to me, **************************** or to ********** of ***** *********************** will resolve this issue quickly and easily

Sincerely,

****************************
Business response
10/19/2023
Since October 5th, 2023, National Cremation & Burial Society has made several attempts to reach the complainant and the complainant is unresponsive, no voice messages were left due to a full mailbox. The complainant is aware that she needs to fill out and send back the fraudulent claims forms that we mailed her in order to place this investigation in progress so we can honor the complainant's desired resolution. National Cremation & Burial Society even sent a return label and instructions so the complainant doesn't need to purchase any mailing certifications. Once we receive the forms back and a case is opened, it may take up to 60 days for a resolution and get the funds back. Attached is the communication we sent the complainant. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
10/19/2023

Complaint: 20577551

I am rejecting this response because: There have been no identifiable phone calls or messages left by the Cremation society. My voice mailbox has never been full. I did have one phone message from someone that was unintelligible - possibly an employee, but I couldn't decipher it.
However, two days ago I received a *** envelope with the fraud claim forms from them. I've just returned from my **** of America branch where I met with the branch manager to work on this possible fraud. ******** believes that my original check was cashed via telephone through a CHASE bank before I received it in my mail and took it personally to the National Cremation Society in ******** , where the original check was stamped VOID in my presence. The check ( #******) was cashed on 5/19/23 and I did not yet have it in my possession at that time. With the branch manager's help, I filled out and will return the fraud claims that they have reason to suspect through examining bank records.
I trust that this will now prove that I am due a refund of $2,113.42, made out to **************************** from the National Cremation Society.
****************************

Sincerely,

*************************
Business response
10/27/2023
National Cremation & Burial Society just needs the claims form filled out and mailed back. This will start the process that will let our internal systems know that the family never cashed the check and that it was fraudulently cash, not by our customer. This form is not to investigate the complainant. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
11/04/2023

Complaint: 20577551

I am rejecting this response because: I filled out the Fraud Statement of Claimant supplied by the Cremation Society and sent it back by *** in the envelope they provided on Oct. 20, 2023.
Just a few days ago I received a letter from the Cremation Society stating that they could not act on my claim until they had received my fraud statement.
The name and telephone number *************************** ************ was the only contact I could find, so I called her to learn if my statement had indeed arrived. After three such calls, with me needing to leave a message each time, I still have not received a reply.
I am at a loss to know how to proceed. Please help!

Sincerely,

*************************
November 4, 2023
Business response
11/06/2023
National Cremation & Burial Society called the complainant at 3:30 pm EST and left a voice message advising her that we have received the fraud documents back and it may take up to 60 days for a response from the bank (as stated on the letter and previous voicemails).National Cremation & Burial Society also sent her an email as well. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
11/07/2023

Complaint: 20577551

I am rejecting this response because: THE **** IS NOT YET RESOLVED, PENDING RESPONSE AND MY RECEIPT OF THE CHECK FOR $2113.42 THAT IS DUE TO ME. I HAVE CASHED THE SECOND CHECK, WHICH IS A RETURN FROM AN UNRELATED MATTER.

Sincerely,

*************************
Business response
11/07/2023
National Cremation & Burial Society HAS NEVER stated that the complaint is resolved, in our previous response we stated that we have received the fraud documents back and it may take up to 60 days for a response from the bank (as stated on the letter and previous voicemails). Everything that needs to be completed and in place in order to honor the desired resolution is in place and in progress. National Cremation & Burial Society also sent her an email as well. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
03/09/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 18th we purchased a service contract from Neptune Society ******************** for my wife. As soon as we received the merchandise associated with this contract we decided to cancel the entire transaction. The merchandise is grossly over priced and we objected to paying so much for something we dont even want or need. Its too bad you cant just buy the service itself without the merchandise. We submitted the cancellation form on January 25th and request a reversal of our credit card payment and a prepaid mailing label to return the merchandise. We did everything within the terms of the contract. Now, almost 6 weeks later we are still waiting for the mailing label and the reversal of the credit card charge. We have called and emailed the office on numerous occasions and have been told by ******************* and **************************** that they agree and accept our cancellation and promise that action will be forthcoming. Since we have been forced to submit a dispute with our credit card company and they are now investigating the matter. We should not have to through all this trouble to simply cancel a transaction as per the terms of our contract. The contract number is ************ and the amount is $3,211.12.
Business response
03/23/2023
Neptune Society has reached out to the complainant via phone. Neptune Society spoke to the complainant (****) and provided details and the next steps to resolve their concerns. The complainant understood. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
03/24/2023

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. We were finally contacted by ******* and provided the return mailing label for our merchandise and a "promise" that they would contact our credit card company. However, it should not have taken 2 months to process a simple cancellation of this service and the return of the merchandise. We had to email and talk to numerous Neptune representatives without any action. It was apparently only the submission of a complaint to the BBB that finally got this done.

Sincerely,

**** And *************************

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