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:03/24/2025

  Type:Service or Repair 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.

  December 12, 2013 my parents purchased an "Advance of Need Funeral Purchase and Security Agreement" as pre-arrangements with Lifemark dba Skylawn Memorial Park. These arrangements included the purchase of a Companion Urn Bronze ** Libro Book. In 2015 my father passed, was cremated and placed in a Libro Bk Urn with both his name, DOB, ***************** as was well as my mother's name and DOB as this was to be a companion urn for the two of them. At the time, there was no mention of any issues with the urn.This January 27, my mother passed away. She was cremated at Skylawn. Upon opening the urn to remove my father's remains and send the urn out for engraving, it was communicated to me that the urn was full and not large enough for both of my parents. Had Skylawn informed us in 2015, my mother would have been able to decide what was to be done to resolve the issue. I no longer have that luxury. Apparently, in 2015 Skylawn used the Bronze XL Libro Bk, rather than the larger Companion ** Libro Bk. Apparently, the XL is 200 cubic inches. An on-line search indicates that the size of an urn is correlated to the rough body size of a person. An XL Libro Bk urn is designed for one person, not two. The wrong urn was used for my father.Skylawn is now saying that the ** Libro urn is not large enough for both my parents. They will not give me the cubic inches for the ** Libro urn, only the exterior dimensions. They are stated that I need to find an urn that is 300 cubic inches. I have had numerous conversations in person, via text and on the phone with staff at Skylawn and they are placing the burden on me to find a resolutions. My parents final wishes were to be in a Bronze Bk urn together. Skylawn has offered an additional XL urn to match my father's but they would be side by side and NOT in the same urn.I am having a difficult time finding a Bronze Bk urn to fulfill my parent's wishes. I see this as a Skylawn problem, not a me problem. Please help.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair 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.

  Skylawn is unprofessional and uncompassionate. They have caused my family a great deal of distress since we still do not have our mom's remains four months after her service. We had our mom's funeral and cremation service at Skylawn on June 3, 2024. We paid about $10K for the funeral service, cremation, and parting stones solidification. However, as of today, October 8, we still do not have our mom's parting stones. On the date of service, I was informed that the approximate time to get our mom's parting stones back would be about eight weeks. I emailed the Funeral Director, ***** ******, on July 25 since eight weeks have passed, and I was told that the lab said early September. I emailed again in late August for a status update and was told the stones would be shipped on September 3. Then, on September 3rd, the lab said they needed another two weeks to reprocess. I followed up in late September and was told another two weeks. I kept following up with emails and phone calls, and we still do not have the answer.

• Initial Complaint

  Date:10/17/2023

  Type:Product 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.

  Funeral Services and Interment Date:9/18/23 Cost: Approx. $23,000 This was the worst Funeral ************* The Funeral arranger never followed up with phone calls or emails. After the initial phone appt. the Funeral arranger had multiple times got the Service and burial times incorrect. I did not feel confident so i called for an in person appt. Again, the times were incorrect even after I recapped the meeting in an email. I never received calls on where we were in the process. The Obituary was late, I ordered the Casket, *******, called Priest, and notified family and friends. My family did the video, pictures and albums. The Obituary being late caused many **************** could not attend. The Obituary also had Typo errors as well as the Program. I requested the Programs be corrected for the Pall Bearers (Names spelled incorrectly).I still am waiting for the Funeral Manager to call me back. I have left a VM, sent an email and called numerous times. The Death Certificate is also late, the Funeral Arranger stated 2 weeks. They stated it was an issue with their check and never ordered. I had to order and pay for them online via Vital Statistics and I received in 1 day. I requested a refund for the Death Certificates and no response.This Funeral Home should be monitored for Pricing. They really don't care as long as you paid. I received Docusigns emails for payment quickly. But no response to service.The excuse that they are too busy attending a Funeral to get back to you is a terrible excuse.

  Business Response

  Date: 10/28/2023

  We are sorry for the inconveniences you experienced during this difficult time. Your feedback is crucial to us, and we take your concerns seriously. We are actively reviewing our communication processes to ensure better follow-up and responsiveness. We apologize for the misunderstanding and delayed issuance of the death certificate. Thank you for working with our Mortuary Manager to agree on a refund.