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Complaint Details
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Initial Complaint
02/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had a burial at sea for my dad's passing and all went well until I requested go pro video footage and bracelets with coordinates of the services. After a month or so I contacted Capt. **** and he said sorry for the delay, I will have them by the end of the week. Another few weeks go by and still nothing. I contacted him again and got the same responses. Again after another month, I still haven't received anything. Every time I'd try to contact I would get the same answers, you'll have it by the end of the week. Eventually my sister tried calling, my brother in law contacted him. Then Capt **** used the excuse that its to confusing with multiple people calling and that was causing the delay. It's just excuse after excuse and it's now been 6 months and we've haven't heard from or received anything. No contact from anyone in the company. It's not even about money. We're looking for closure from our lost father and what was promised to us. People that were unable to attend are waiting for the video. Horrible way to do business and wrong line of work to be in when dealing with grieving families
Business response
03/07/2024
3/7/24
Dear BBB thank you for this 2/25/24 correspondence from you received today 3/7/24, on ****************** family experience with us regarding a delayed receipt of event video.
I am sorry that ************** had an unusual wait time delay for his family unedited Go Pro video due to our high season work loads and staffing but the complete video download link and instructions were sent to Mr. ***** this past February completing his request --attached word doc shows that video link and two Emails to ************* which have gone unanswered.
We sent this $150 video at NO CHARGE.
Again ************** instructed us to charge him which we have not--we supplied the video free of charge instead due to the unexpected production delay as a common courtesy to him for is patience in waiting for same.
We delivered an A+ at sea event for the ***** family on 9/8/23 departing ******** **. ************** and his guests were very pleased as evidenced by this short review email sent to me by Mr. ***** two days after his family event as follows:
On Monday, September 11, 2023 at 03:05:54 PM EDT, tim miles <******************> wrote: "Hey Capt! Thank you so much for the amazing experience over the weekend. We loved it and are very pleased! I've attached my dad's death certificate. And we would also like to purchase two 8" bracelets with the coordinates in addition to the go pro video. If there's anything else you need from me please let me know. Thanks again so much!"
The bracelet order is still open (again uncharged to ************** at this time) if he still wants two of them we are happy to expedite them but they will need to be paid for which he has offered to do. We just need to know how to proceed at this time .
As a point of protocol and company policy-we only speak with the main family member who engaged the transaction with us for privacy laws and confidentiality and to eliminate confusion.
Again we are sorry that ************** seems to be upset about the uncharged video delay --we understand that and again we sent that to him last month via email so that order was completed, at no charge.
************** seems to be claiming a 100% event refund which we will not approve--the event was delivered as scheduled with 100% satisfaction and confirmed back to us by ************** in the supplied video evidence and the satisfaction email sent to me by Mr. *****.
Our agreed contract obligations have been fulfilled to Mr. ***** and no refund or exchange is warranted or due Mr. *****.
Again thank you for bringing this to our attention
Sincerely,
New England Burials At Sea LLC
Capt *******************;
President
Customer response
03/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************Initial Complaint
06/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
9-12-2021 $1081.25 was paid for: 1) Burial at Sea, 2) Photo documentation and 3) burial certificates. Invoice #****** 1) Burial at Sea--completed 9-26-2021 2) Photo documentation--completed 1-1-2022 3) burial certificates---NO My moms ashes were scattered at sea by New England Burial at Sea on 9-26-2021. Per our contract, we were to have photos of the scattering along with 5 certificates delivered to me a week or two after the scattering. After waiting a month, I called (multiple times) asking for the photos and certificates, speaking directly to Captain ***** I was always told, Ill send it out tomorrow. When I called in the beginning of December 2021, I told Captain **** that I would like to get the photos and certificates soon so I can mail this out to family for them to have before our moms 1yr death anniversary. I reminded him, that my mom died on 12-25-2020 and I waited 6 months to get her ashes because her Conservator of the Estate refused to pay for the cremation. Starting in January 2022 I asked my husband to call Captain **** because I was losing my patients after being lied to so many times. After a few calls and reminder emails, we received the photos by email on 1-11-2022 and were told the certificates would be mailed the next day. More calls to Captain **** gave us more empty promises. Starting in June 2022, I called asking for a certificate to be emailed to me so I can print them out on my own to send to relatives. No one is calling me back at this point. Eighteen months after the loss of a parent and nine months after her burial at sea and this family does not have full closure.Business response
06/19/2022
********************* good morning. I am sorry I thought this was taken care of a couple of months ago I rechecked my records when I read this and will certainly send you everything you need tomorrow Monday, June 20. Please let me know when you receive.Sorry for any delay. Also please note weve been closed for two weeks in June for summer vacation so will treat this as a high priority to get it right out for youCapt **** White
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