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:29/07/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Me and my wife ******************* bought a prepaid funeral expense package on July 19/2011 from McLeans funeral home in **********. We are aged 90 and 93, and have just learned that the business has closed, and monies have been mismanaged. We read this in the newspaper, and it states there will probably be no reimbursement for monies paid. We have each paid $971.04 to McLeans funeral home. We have the documents as proof of purchase

  Business Response

  Date: 01/08/2024

  Consumer Protection B.C. has been auditing our pre need files. We were in the middle of the sale of our business & the buyer suddenly was permantly closed by Consumer Protection B.C.. I have been away from my business a great deal the last few years due to health issues and it seems that some pre paid pre need files the money was not put into trust. It went directly into the business operating account. When I became aware of this I immediately contacted Consumer Protection & have been working with them on this matter. The plan was the monies not in Trust would be directly put into trust from the sale of the business. When the buyer was suddenly closed by Consuner Protection a couple of weeks ago, leaving me in limbo on this plan. Consumer Protection had no choice but to temporarely suspend our license (as per their policy) until I arrange for anorther buyer at which time the monies from the sale will immediately be directed into trust. I am working with 2 very reputable other Funeral Homes who both very much want to buy my business & both understand the urgency for this to be done very quickly. As soon as the funds are directed back into trust from the sale. All the people who had made paid pre arrangements will be contacted in writing confirming their monies are in Trust & safe. At that point, these individuals can choose to leave their funds in trust & work with the new owners or receive a refund. In the interm, if anyone who has a pre paid pre need were to pass away, they will have the services provided that they paid for, provisions for this have been worked out with Consumer Protection B.C. At this time until all this happens which will be in a very short time frame regarding the sale of the business. Our business account is frozen so we have no access to issue refund monies to someone. I know how upsetting this will be for people. We are working very hard to get this resolved as quickly as posssible for them. When the business sale is finalized all pre need funds will be in trust or if someone wishes to instead have their money refunded that will be their choice. 

  I sincerely apologize for this situation, we are doing everything we can to have this fully resolved for everyong affected in as timely a manner as we can. I realize how upset some people may be. But, if we can just ask for some patience while we resolve this for them, Thier monies will be fully in trust or they will be able to request a refund.

  Sincerly;

  ***************************

  ******** Funeral Services & Crematorium Ltd.

   

   

   

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 22059102
  
  In response to ******************** e-mail dated August 2nd 2024, **************** is stating he cannot provide a refund at this time. 

  On July 19th 2011, my parents **** and ***************************** entrusted ****** Funeral Services to provide a pre-need funeral services for two people and a monetary remittance was paid in full at that time. We are in possession of this services agreement. My father, ***************************** is now age 90 and living in assisted living & my mother, ******************* age 93 and is in full-time care. The news that they no longer have a valid existing pre-arranged funeral services agreement is providing them undue stress. Due to their age and circumstances we are seeking a ful refund as you are unable to provide these services as previously agreed upon. 

  My name is ************* and I have power of attorney for both ******* and *******************. 

  My contact information is as follows:******************* cell: ************.

   

  I look forward to your prompt response.

   

  
  Sincerely,
  

  *************, 
  *****************************

  Business Response

  Date: 07/08/2024

  I have spoke with ************* the daughter, regarding the rejection. Explained to her that we can not do anything until Consumer Protectin has removed the temporary suspension on our licenses & at the same time will remove the temporary freeze on our bank account. Assured her that if one of her parents were to pass away in the interm we would provide the servicers they had paid for. She was acceptable to that inofrmation.

  Sincerely;

  ***************************

  ******** Funeral Services & Crematorium Ltd, 

   

  Customer Answer

  Date: 15/11/2024

   
  Complaint: 22059102
  
  I am rejecting this response because:

  A few weeks ago, my Mother was gravely ill, but managed to recover. I would like to ask Mr. ******* how on earth are we supposed to contact him for the pre-paid funeral arrangements he agreed to honour, when his phone number has been disconnected, and web site not accessible? For this reason, I reject his response. The Nursing Homes need to able to reach McLeans, as I have numerous travels booked, and may not be available
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/12/2023

  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.

  I have never received my mom’s ashes and they will not respond to calls or emails. I have no idea what has become of my mother. My mother passed away in September of last year (2022). My stepfather hired McLeans for the cremation. He expressed to me that they were difficult to get hold of and unresponsive. My stepfather ended up hospitalized and passed away a few months later so I took over dealing with McLeans and made payment to obtain the death certificate and my mom’s ashes. They sent me the death certificate right away and tried to persuade me to use them for my stepfather’s cremation, telling me that ‘Stuart’ the owner was retiring and rates were going up so I should book right away. I was not happy with the lack of service and used another funeral home (*******) for my stepfather’s cremation. I never heard from Mcleans again. They have not responded to calls or emails. I just want my mom’s ashes or at least to know what became of them. It’s been a year and I am wracked with shame and guilt that I have been unable to obtain them. This is not something I should have to put up a fight for. I’m really hoping you can assist me. Thank you
  

  Business Response

  Date: 22/12/2023

  Can you provide us with her mother's name? Our files go in the name of the deceased not in the daughter's name. Without the name of the deceased I can't find out what Ms. 
  **** is asking about.

  Customer Answer

  Date: 22/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I am providing the requested information from the business.

  My mothers name is **************************

  she passed away September 22, 2022
  
  Sincerely,
  
  *****************

  Business Response

  Date: 28/12/2023

  The arrangements were made by the deceased's husband September 29th, 2022. Following the completion of the release of the body from hospital & otaining the Medical Certificate of Death from the doctor the death was registered in ***** ********** the deceased's hsband ******************* came in & picked up the Death Certificate from us. We advised him of the date his wife's creamted remains would be ready for him to pick up. He contacted us around the middle of October, 2022 & said he was going to come pick up his wife's cremated remains. He never showed up. Since then we have left 10 messages for him on his voicemail with no reply. ***************** has never left a message for us. I have looked back in our messages back to September 2023 & there has not been a single message from ****************** 

  The cremated remains are still her for her to pick up she simply has to call us & make an appointment to do that. We certainly do want to keep them.

  The deceased's husband ******************* was the only Telephone contact number we have.

  Customer Answer

  Date: 29/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The information you provided is not accurate. My stepfather, *******************, made the initial arrangements on Sept 29. He was subsequently hospitalized and passed away Nov 16/22. I then contacted McLeans and made payment for my moms cremation by Credit Card on Nov 22/22. My Moms Death Certificates were then mailed to my home. I made numerous attempts by phone and email to make arrangements to pick up the ashes and never received a response. (I have copies of all the emails) I will certainly try once again and sincerely hope they will respond this time and that I can finally retrieve my moms ashes. 
  Sincerely,
  
  *****************

  Business Response

  Date: 29/12/2023

  December 29, 2023

  I'm not aware of any emails sent to us or telephone messages from ***************** in regard to picking up her mother's cremated remains. We would certainly not hold on to these we would rather the family came & picked them up in a timely manner. With her father passing away in Nov. 2022 just two months after her mother I'm sure this was very traumatic. We would gladly have arranged a convenient appointment time with ************ at any time if we had been in communication with her. I was off work for several months due to my own health issues starting in October 2022 well into 2023. However, my business was fully staffed during that time. And it was during that time that my staff tried numerous times to reach ************** the husband. And during that time our computers crashed & once they were restored our email was lost & couldn't be recovered. However, our telephones have always worked. If one of us doesn't pick up a call it goes straight to our answering service, whom we've used for over 20 years & they immediately forward a message to the cell phone & one staff member always has that cell phone with them 24/7. As previously stated I went back as far as September 1, 2023 & there were no messages received from *********** by telephone. I would very much like her to pick up her mother's creamted remains. The sooner the better. If she does not want to drive to ********** to pick them up I would gladly sent them to her by courier at our expense.

  Sincerely;

   

  ***************************

  McLean's Funeral Services & Crematorium Ltd.

  Customer Answer

  Date: 31/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I cannot accept any response until I have my mothers ashes in my possession. 
  I would like to make arrangements for someone to pick them up in person as I do not trust that they wont get lost in transit. 
  I tried calling on Dec 29 in order to make arrangements to pick up and have not heard back yet.  

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

  Business Response

  Date: 01/01/2024

  January 1st, 2024

  I have made arrangements with ***************** to pick up her mother's cremated remains from ** on Friday January 12, 2024.

   

  Stewart M***********

   

• Initial Complaint

  Date:08/08/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 pre-funeral package for my husband and myself July 13, 2020 while residing in Chilliwack, BC. We moved to Alberta in April, 2022 and I have been trying to contact the business since March of 2022 to arrange to have the funeral packages transferred to a business here in Alberta. I have phoned the office on several occasions and sent email messages again on a number of occasions to no avail.