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:03/31/2024

  Type:Order 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.

  Date of the transaction : 03.12.2024 Amount $5370.16 Monarch Society committed and contracted to provide viewing services and cremation services for the death of my son. Monarch Society pledge states to "make the funeral or memorial service be a tribute to your loved one while making the funeral process easier." Also stating to give families "personal attention, and to treat you (client) and your loved one with the utmost dignity and respect." To follow my son's request - minimal cremation services were requested. The process was not easy and very frustrating. The director that was assigned to us lacked any knowledge and kept asking owner/manager ******* questions. Unlike previous encounters with Monarch Society. We have used Monarch Society multiple times in the past. No prior issues. *************************** Associate Funeral Director was assigned to us to prepare to have these requested minimal cremation services done for my son. We ordered a basic cremation, simple basic cardboard box. A viewing before cremation and to witness the cremation. Was charged for services not provided and cremation was sourced out to a 3rd party crematory with questionable business practices. I was threatened and assaulted by an individual at that crematory location and had to transfer my son's body to another mortuary company for final services. Monarch Society refused to refund for product/services and any and all unjustifiable surcharges. Refund received was not acceptable or comparable to what product and services that were to be received.

  

  Business Response

  Date: 04/02/2024

  Monarch Society met with ************** along with other family members on March 12 2024 @ 10:30 AM.  Her son passed away at their home on March 10, 2024 in ******.  What she asked for was done and completed at Monarch Society on March 16, 2024 from 3:00 -5:30 PM.  ************** sent a copy of the statement of goods and services that she provided to BBB.  The reason why ***************************, associate director came to ************ for advise was due to "Legal" questions that **************** needed clarification.  Please note that cremation is followed by stringent laws governed by the *****************.  Decedents birth certificate under father's name read "unknown", yet the biological father came in to make arrangements with **************. **************** just wanted to clarify that since both parents were in our office, should I get both parents to sign the cremation authorization even though father is not stated on the birth certificate?  Also to note: ************** DID NOT WANT FATHER'S NAME ON HIS NOW DEATH CERTIFICATE. During the arrangements ************** knew that our cremator was down indefinitely and we contracted our cremation with a very well respected establishment Encore in South ******.  As far as we were concern after the visitation on Saturday all went well.

  On Monday, March 18, 2024 @ 10:00 AM the ***** family met **************** at *********************** to witness the cremation.  (Being present while the body placed in a container is placed in the cremation chamber). The ***** family came 30 minutes early and the owner of Encore was kind enough to make their son available for final viewing. This was NOT in the contract.  At 10:00 her son was moved from the chapel to the crematory, and there lies the problem. The machine was not facing the right way, This is something we can't change. Then suddenly she demanded that her sons head go in first.  The owner of Encore has their own Standard Operating Procedures (SOP) and could not be done.  ************** got upset and next thing the owner of Encore stopped everything went over to her and lightly placed his hand on her arm and stated, "I understand, I've lost loved ones as well". She said get your hand off of me before I get real angry.  At that point the owner  stopped the process and asked ************** to leave the building, she said NO - not without my son.  Encore owner said if you don't I will call the Police.  And proceeded to call police.  **************** called ************ and explained the situation and mentioned just bring the son back to Monarch Society to use another crematory that we contract with.  ***** would not have it and a family member called another mortuary.  Monarch transported son's remains to another mortuary at No Charge.  

  We did credit ***** for services not performed which was the cremation, witness and transportation along with other incidentals in the amount of $1,051.52. 

  In closing, since the ***** family has history with us and we appreciated their loyalty, there were other services not charged to them.  It's never easy losing a child no matter there age.
  

  Customer Answer

  Date: 04/11/2024

  See attached file

  Customer Answer

  Date: 04/15/2024

  In reviewing the statement from Monarch Society, there are many inconsistencies. Met with ******************************* on March 12, 2024.  I was not expecting anyone other than *************************** but was advised that **************** would be making the arrangements for my son.   **************** did in seek advisement from ************ on the cremation authorization for my son.  Prior to the issue regarding the cremation authorization.  The issue of listing the father on the death certificate was presented.  **************** kept insisting the father must be listed on the death certificate.  I stated that is not necessary as he was not present for the birth and was not willing to sign and acknowledge my son.  There is no reason for him to be on the death certificate.  The man that presented himself as the father; I did not acknowledge him as such nor is he listed as father on my sons birth certificate.  The necessity of the of a father being listed on the death certificate is unnecessary.  The father signing the cremation authorization was unnecessary.  Since my family has used cremation services through Monarch Society in the past five times.  My son was to be the sixth.  My level of expectations was to be consistent with past experiences.  I expected the same high-level experience and professionalism.  This was not the case.  The cremator was down but was not stated indefinitely. Only that it the issues were related to getting someone out to fix it.    As far as, the visitation on Saturday all went well.  This, was not true.  **************** inappropriately mishandled prayer flags by grabbing them up from the where they were placed next to my son and stating EW, what are these?  Truly offensive to our native culture.  Prayer flags are a sacred and should not be inappropriately handled.  I was not pleased with **************** and her behavior.  Also, after the visitations. ****** presented me a sticky note with the name Encore ******************************************************************* along with her name and number.  Stating to me that is where we are scheduled to witness the cremation at 10am, Monday, March 18, 2024.
  

  On Monday, March 18, 2024, we arrived a few minutes early to the location given to me by ****************.  We knocked on the address door and another door opened and was escorted in to where my son laid in rest.  Other family members soon arrived.  In preparation and final send off.  I requested **************** to see the paperwork and cremation tag that would be used to identify my sons ashes after cremation.  **************** gave me a look of ignorance, and incomprehension.  Red flag as this part of the cremation process was not completed and my son was to be cremated in minutes.  After a while, **************** randomly then handed me a metal tag and said here it is.  No official paperwork assigning tag number to my son - just a tag.  When I took a picture of it.  ********************************** became agitated.  I gave it back to ****************.  My family and I spent just a couple more minutes with my son.  When it came time to conduct the cremation.  **************** came to move my son to the cremator.  I followed and **************** said NO.  I stated to him that I paid to witness the cremation and I was to be present.  **************** continued forward and I followed.  As **************** was aligning my sons box.  I inquired as to the location of the metal tag.  **************** became angry.  Came over and roughly put his arm around my shoulders, got into my face as he removed his glasses and stated inches from my face Ive lost family members too.  I did not respond or say anything at all to him.  I just turned and looked at my family members.  As the aligning process continued, I mentioned his feet need to face east as I was looking at the direction of east was in the building.  In reference to tradition of facing east as we rise.  **************** became aggressively angry and said NO.  I turned to my family and stated how disappointing, we need to proceed I did not state any of what Monarch Society provided statement says I said about getting angry.  I was not the one presenting aggressive physical and verbal behavior it was ****************.  Once again but with more force and aggression **************** grabbed my neck with force, took off his glasses placed them in his shirt pocket and aggressively yelled within inches from my face that I was disrespecting him in his place of business.   I turned to my family members and stated to them if this sympathy I dont want it.  Mr.  ****** began to move around the room screaming.  Demanding I get out.  He stated that he is going to call the police if you dont leave.  I calmly stated not without my son.   At that point **************** came and grabbed me and asked me why I threatened him? (****************) I said I did not threaten him.  He threatened me.   At that point **************** began to yell at me that she was going to charge additional charges to move my son.  During that time frame my family members contacted another mortuary company to assist in removing my son from the premises.  As **************** was on the phone with the police describing what I looked like and the clothing I was wearing.   **************** returned stating to me that they would return my son back to Monarch Society.  I stated to **************** that my family is making other arrangements.  A short time later, **************** returned stating that Monarch Society is offering to transport my son to the other mortuary at no charge.  At no time did the police arrive to Encore and due to **************** physical and aggressive behavior.  When the car came to pick up my son and Monarch Society removed him the premises and was transported to the mortuary that my family made arrangements with.  In the process of transport to the mortuary for final services.  His casket was damaged by how it was moved and was not shown any proper care and respect.  
  
  I am concerned with the fact that in the statement provided by Monarch Society states they contracted our cremation with a very well respected establishment Encore in *************   There other concerns regarding Encore and their business practices, licensing and ethical processes as stated by Monarch the owner of Encore has their own Standard Operating Procedures (SOP). Which are questionable.  
  
  Also, the statements from Monarch Society of the details of what occurred are untrue as **************** was not present during the physical and verbal attacks initiated by ****************.  **************** and ************ is implying a third-party biased statement.   
  
  I am prepared to provide additional documentation regarding this complaint as further research is being conducted.
  

  
  

  Customer Answer

  Date: 04/30/2024

  Unable to upload additional documents -  Witness statements

  Customer Answer

  Date: 04/30/2024

  I was unable to attach additional witness statement - I will have to have the witness change the file type.  Thank you.

  Customer Answer

  Date: 04/30/2024

  In reviewing the statement from Monarch Society, there are many inconsistencies. Met with ******************************* on March 12, 2024.  I was not expecting anyone other than ************************** but was advised that **************** would be making the arrangements for my son.   **************** did in seek advisement from *********** on the cremation authorization for my son. Prior to the issue regarding the cremation authorization.  The issue of listing the father on the death certificate was presented.  **************** kept insisting the father must be listed on the death certificate.  I stated that is not necessary as he was not present for the birth and was not willing to sign and acknowledge my son.  There is no reason for him to be on the death certificate.  The man that presented himself as the father; I did not acknowledge him as such nor is he listed as father on my sons birth certificate. The necessity of the of a father being listed on the death certificate is unnecessary.  The father signing the cremation authorization was unnecessary. Since my family has used cremation services through Monarch Society in the past five times.  My son was to be the sixth.  My level of expectations was to be consistent with past experiences. I expected the same high-level experience and professionalism.  This was not the case.  The cremator was down but was not stated indefinitely. Only that it the issues were related to getting someone out to fix it.    As far as, the visitation on Saturday all went well.  This, was not true.  **************** inappropriately mishandled prayer flags by grabbing them up from the where they were placed next to my son and stating EW, what are these?  Truly offensive to our native culture.  Prayer flags are a sacred and should not be inappropriately handled.  I was not pleased with **************** and her behavior.  Also, after the visitations. ****** presented me a sticky note with the name Encore **************************************************************** along with her name and number.  Stating to me that is where we are scheduled to witness the cremation at 10am, Monday,March 18, 2024.
  On Monday, March 18, 2024, we arrived a few minutes early to the location given to me by ****************. We knocked on the address door and another door opened and was escorted in to where my son laid in rest.  Other family members soon arrived.  In preparation and final send off.  I requested *************** to see the paperwork and cremation tag that would be used to identify my sons ashes after cremation.  **************** gave me a look of ignorance, and incomprehension.  Red flag as this part of the cremation process was not completed and my son was to be cremated in minutes.  After a while, **************** randomly then handed me a metal tag and said here it is. No official paperwork assigning tag number to my son - just a tag.  When I took a picture of it.  ********************************** became agitated.  I gave it back to ****************.  My family and I spent just a couple more minutes with my son.  When it came time to conduct the cremation.  **************** came to move my son to the cremator.  I followed and **************** said NO.  I stated to him that I paid to witness the cremation and I was to be present.  **************** continued forward and I followed.  As **************** was aligning my sons box.  I inquired as to the location of the metal tag.  **************** became angry.  Came over and roughly put his arm around my shoulders, got into my face as he removed his glasses and stated inches from my face Ive lost family members too.  I did not respond or say anything at all to him.  I just turned and looked at my family members.  As the aligning process continued,I mentioned his feet need to face east as I was looking at the direction of east was in the building.  In reference to tradition of facing east as we rise.  *************** became aggressively angry and said NO. I turned to my family and stated how disappointing, we need to proceedI did not state any of what Monarch Society provided statement says I said about getting angry.  I was not the one presenting aggressive physical and verbal behavior it was ****************.  Once again but with more force and aggression **************** grabbed my neck with force, took off his glasses placed them in his shirt pocket and aggressively yelled within inches from my face that I was disrespecting him in his place of business.   I turned to my family members and stated to them if this sympathy I dont want it.  Mr. ****** began to move around the room screaming.  Demanding I get out.  He stated that he is going to call the police if you dont leave.  I calmly stated not without my son.   At that point *************** came and grabbed me and asked me why I threatened him? (****************) I said I did not threaten him.  He threatened me.   At that point *************** began to yell at me that she was going to charge additional charges to move my son.  During that time frame my family members contacted another mortuary company to assist in removing my son from the premises.  As **************** was on the phone with the police describing what I looked like and the clothing I was wearing.   **************** returned stating to me that they would return my son back to Monarch Society.  I stated to **************** that my family is making other arrangements.  A short time later,**************** returned stating that Monarch Society is offering to transport my son to the other mortuary at no charge. At no time did the police arrive to Encore and due to **************** physical and aggressive behavior.  When the car came to pick up my son and Monarch Society removed him the premises and was transported to the mortuary that my family made arrangements with.  In the process of transport to the mortuary for final services.  His casket was damaged by how it was moved and was not shown any proper care and respect. 
  
  I am concerned with the fact that in the statement provided by Monarch Society states they contracted our cremation with a very well respected establishment Encore in ************.   There other concerns regarding Encore and their business practices, licensing and ethical processes as stated by Monarch the owner of Encore has their own Standard Operating Procedures (SOP). Which are questionable. 
  
  Also, the statements from Monarch Society of the details of what occurred are untrue as **************** was not present during the physical and verbal attacks initiated by ****************. **************** and ************ is implying a third-party biased statement.   
  
  I am prepared to provide additional documentation regarding this complaint as further research is being conducted.

  

  Business Response

  Date: 05/15/2024

  PLEASE PROVIDE A RESPONSE THAT ADDRESSES THE CONSUMERS REQUEST FOR A REFUND OF SURCHARGES AND TAXES PAID.

  We have a 3% surcharge on any credit cards used, and it is documented on our price list, and there signs posted in our arrangement rooms.  When it came time for payment *************** handed me a credit card and I again informed her, "there will be a 3% surcharge to use her credit card."  She replied, "I don't care I will be reimbursed by Wichita Affiliated Tribes, ********, OK, for all of  the expenses.) She used 2 credit cards for this transaction in fees incurred. Again, refund was made for cremation and witness services that were not preformed at ******************, *******  We refunded the merchandise taxes that were not used (Temporary urn $40.00 + $3.52 taxes).  Please see previous refund attachment. 

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21511313
  
  I am rejecting this response because: Additional inaccurate information and corrupt business practices was provided by Monarch Society owner regarding the surcharge.  Another lie - I did NOT say "I don't care I will be reimbursed by the Wichita Affiliated Tribes, Andarko, OK.  I only inquired if they had worked with the Wichita Affiliated Tribes of Andarko OK with providing services with the triibe.  Monarch Society response was "No".  As far as the surcharges of 3% they claim is legit is not; the *** in ******** to 2% (CB21-01.)  The many other issues regardng this complaint have not been addressed.  I did not request only the surcharges to be and taxed to refunded.  I want the entire contract refunded as the services were not completed.and the dreadful terrible experience.  I quote from my intial complaint I want "a total refund for all damaged products and services not performed to contract expectations.   These expectations are included in business statement as to giving families "personal attention, and to treat you (client) and your loved one with thw  the upmost dignity and respect.  All of which this business failed to do.

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

  Customer Answer

  Date: 05/25/2024

  Attached are 2 pages of higlighted charges that have not been refunded

  and a picture of the damaged casket as it was received at *****.