Complaints

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:06/13/2025

  Type:Delivery 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.

  They picked up my loved one’s body FOUR weeks ago, and I still have not received the ashes or death certificates. I’ve followed up multiple times by phone and email, and have received nothing but vague responses or silence.
  
  The lack of communication, compassion, and accountability is unacceptable. This has added unnecessary pain to an already heartbreaking situation.

  

  Business Response

  Date: 07/28/2025

  We sincerely apologize for the delays and communication issues you have experienced during this difficult time regarding the care of your loved one, ******** *********. We understand how this has added to your distress, and we regret that our service did not meet your expectations. Our goal is to provide compassionate and timely support, and we appreciate you bringing this matter to our attention through the BBB.
  
  To address your complaint, below is a factual summary of the key events based on our records:
  
  - The date of death was May 17, 2025, and the body was dispatched and picked up that evening.
  - The electronic death registration system (EDRS) record was created on May 19, 2025.
  - Medical information was submitted on May 20, 2025, with corrections resubmitted on May 22, 2025.
  - Medical information was accepted, and the attestation was sent on May 29, 2025.
  - Vitals were uploaded, and the attestation was received on May 30, 2025.
  - Documents were sent to the crematory on June 6, 2025.
  - Death certificates (2 copies) and 1 permit were ordered on June 6, 2025.
  - Cremation took place on the night of June 13, 2025, following a rush request.
  - Fingerprints were sent to the family on June 13, 2025.
  - The urn weight was recorded, and a shipping label was created on June 17, 2025.
  - The disposition permit was sent to the family on June 17, 2025.
  - The teardrop pendant was mailed on June 18, 2025, and arrived on July 14, 2025, via FedEx tracking number ************.
  - On June 20, 2025, a USPS tracking number (**********************) was provided for monitoring.
  - The death certificate record was flagged by the state on June 26, 2025, due to a mispronunciation of the decedent's first and middle name; an email was sent to the  state to resolve this issue.
  - The remains were mailed out by June 30, 2025.
  
  Throughout the process, there were challenges, including the need for accurate medical certification, state processing times, and conflicting instructions from family members regarding authorization, addresses, and final disposition details (such as shipping to the Philippines). These factors contributed to the extended timeline.
  Regarding the death certificates, the application was submitted, but the state's flag delayed issuance. We followed up with the state vital records office to unflag the record and expedite processing.
  
  
  As of the current date, July 28, 2025, our records indicate that the cremated remains and related items have been shipped. If you have not yet received them, please provide any updated details, and we will immediately investigate the tracking and ensure delivery. We are committed to finishing the job as requested in your desired settlement, including providing the ashes, death certificates, and any necessary documentation such as the notarized certificate of cremation.
  We value your feedback and are taking steps to improve our communication and processes, including better handling of out-of-office coverage and family disputes to prevent similar issues in the future.
  
  
  Please contact us directly at your convenience to discuss this further or confirm receipt. We are here to assist and resolve this matter promptly.
  Thank you for your understanding.

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair 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 father passed on September 9th 2023. It took me a while to get money together in order to take care of his remains. I went with After.com because I couldn't afford anything else. After i made payment on September 22nd they took possession of my fathers remains and then said there were some issues getting the death certificate signed. Finally I was told he would be cremated, and then nothing for several days. This past week I found out that he was supposedly cremated on October 10th, but they lost his paperwork so they didn't know where to send him. I was told on October 18th that I should have him at my house on the 21st. It is now the 21st and I still do not have my fathers remains.

  

  Business Response

  Date: 11/13/2023

  It is with our utmost regret that a family would go through any experience as mentioned in this case. Everything has been resolved and the family has been provided with the most current update.

  There were an unfortunately series of events that took place outside of the control of the funeral home and family. There were events that were taken to ensure that each detail and matter were attended to.

  In order for the permits to be generated and death certificates to become available, it requires a signature from the certifying doctor who completes the details that will be listed on the death certificate. Daily efforts were made from the day the family member's father was brought into our care to when the doctor finally signed. Unfortunately, it took longer than we or family anticipated. We were finally able to make a resolve, but the process was significantly delayed due to the doctor's delayed response.

  Once the doctor signed, immediate action was taken to schedule the cremation. Following the cremation, the family was contacted but a wrong number listed for the daughter which unfortunately delayed the process further. The representative was called and we were able to find a resolve. The urn and cremated remains were initiated for certified delivery on the intended date as communicated to the family, but the tracking information was not a reflection on the estimated time of arrival. This information was communicated to the family on the morning of the 22nd as soon as the information was made available: ********************************************************************************

  It is with deep regret that the delivery didn't take place as anticipated. With the delays from the delivery provided a less than ideal outcome that was not intended or experienced regularly. A partial refund was delivered to the family as we do not wish for anyone to go through these types of experiences coupled with the loss of their loved one. Our hearts and thoughts continue to be with this family and all other families going through one of the hardest times of their lives, if not the hardest.

  Customer Answer

  Date: 11/13/2023

   
  
  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.

  I do feel that there is still some inconsistencies regarding the "misplaced paperwork" and simply calling a wrong phone number. I am in possession of my fathers remains and can move on with my grieving. I have not received the partial refund at this time. 
  
  
  
  Sincerely,
  
  
  
  ******** *******