ComplaintsforSunset Funeral Home

• Initial Complaint

  03/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Seller: SCI Texas Funeral Services, LLC Provider: Sunset North Funeral Home Loc. N0: 4452 Contract Purchaser: ******************* Contract Beneficiary: *************************** Contract # ************ My mother, ***************************, resides in *********** so on 1/30/2024 I entered into Trust Funded Prepaid Funeral Benefits Contract for her with Sunset North Funeral Home in *********** and paid the full amount ($5842) of the contract. Their salesperson was ***************************. On 1/31/24 I requested, via email, ****** provide four items-- one item was complete contracts that include "contract numbers" which were omitted from the contracts sent to me. On February 1 ****** sent the requested information but two of contracts would not print properly. On February 5 I sent ****** an email advising her of the problem printing the contracts; requesting she print and mail paper copies of the fully completed contracts. She did not respond or acknowledge my email so on February 20th I requested she send me her supervisor's email address so I could get someone to send me the completed contracts. She responded by email saying her supervisor, ***********************, would be reaching out to me. I never heard from him so I contacted Sunset North Funeral home, got his phone number, and called him on February 26. I had a good conversation with ****, he apologized and assured me the contracts would be mailed the following day on the 27th. I did not receive the contracts so I called **** again on March 8th, got his voice mail and left a message. As of today, March 18 I have not received the completed contracts, nor have I received any communications from **** or his company. Once payment was made the sales side of Sunset North Funeral home disengaged from responsibilities to customers. All I need are printed copies of the Trust and Away from Home Contracts. Additionally, no customer should have to experience the poor service I have received throughout the sales process of this pre-paid funeral contract.

  Business response

  03/21/2024

  Spoke with **************** and Apologized for the frustration we have caused. I personally downloaded requested documentation and mailed it certified mail. Attached you will find receipts showing the date and time mailed out. 

  Customer response

  03/22/2024

  Dear Better Business Bureau:
  
  I have received the two contracts (from Sunset North Funeral home) I have been repeatedly requesting, and these are all I wanted.

  The contracts delivered by the business referenced in complaint ID ******** is satisfactory resolution to me, please close your file.

  Thank you for your help!!!

  
  Regards,
  
  *******************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  RE: Prepaid Funeral Benefits Contract Number ***** Subject: Complaint Against Sunset Memorial Part And Funeral Home *******************************, Texas 78218-1712 Dear Sir or Madam:The undersigned's complaint is based on attached letter exhibit A, from Sunset Memorial which is misleading based on the fact the contract is paid in full as per the attached copy of agreement letter from Sunset Memorial dated November 27, 2006 with page 2 of payment due upon death.Thank you for your service.See Attachments

• Initial Complaint

  06/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 16 year old son passed away in July of 2019. After the process of finding the right headstone was finalized in February this year I’ve come to find out that sunset funeral home has only now processed the first week of Mayl!!! And it will now take another 4-6 months to get it and install it. His 18th birthday was May 22nd and his high school graduation was on May 29th, and I made travel plans to visit his resting place. Back in February, I was assured the headstone will take approximately 8-10 weeks. On May 20th, I called, and asked to speak to the office mgr. I felt I needed to confirm for sure the status of the headstone before getting on a plane to travel to San Antonio & visit the funeral home and cemetery. I spoke to the office manager Mr. ********, who in a cruel and rude way let me know I’ve been duped and lied to, & the headstone was only recently ordered. I immediately canceled my travel plans, disappointing my son’s friends and my friends and it cost me money to cancel.

  Business response

  06/07/2021

  Mrs. ******, 
                  To start, allow me to introduce myself; my name is ****** ***** and I am the GM here at Sunset Memorial Park. Next, I want to apologies for any frustrations we may have caused. It is never our intent to upset a family and we take such matters very seriously. With that said, I want to assure you I am here to help to the best of my abilities and I will do everything in my power to address all your concerns.
  Upon reviewing your contract, I was able to find out a couple of things. First, the associate you were dealing with was new and misspoke when she said 8 to 10 weeks. The truth of the matter is granite uprights take a bit longer to produce. Usually around 6 to 8 months and until the manufacture is able to catch up, due to COVID, it is taking even longer more like the 8 to 10 month mark. The manufacture for this particular stone is out of India and as such, the headstone is imported and shipped on cargo ships just to further explain the timing. All details we should have discussed and it pains me that we failed to do so.  I have reached out to all our managers and have a training scheduled for June 15 to address such issues. Second, in full discloser, due to internal changes with our staff we had a two-week delay in the output of memorials. In turn, this caused further delays in ordering the headstone. This is not a common practice for us and we realize the impact this has caused you.  I know words do not fix the frustrations and realize memorialization often brings closer.   It is my hope that we can come together, either by phone or in person, so that we may find the proper resolution. My goal is not only to address your concerns but also to work together in memorializing your loved one with hopes of restoring your faith in us here at Sunset.

*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. ↩