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:06/30/2025

  Type:Customer Service 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.

  My great uncle passed at 100 years of age. **** ******* was contacted on multiple occasions. They said they were previously open to allowing Jewish traditions, such as a shomer. However, they had to stand outside due to the confusion with Palm Royale. I had to physically show up at the cemetery first thing, because they also weren't sure they could get the Jewish pre-paid casket in time. I met with **** *******, who seemed sincere at the time, but afterwards would not answer any emails, or calls. The only one who would respond was Mr. ********* **** promised many things, including a partial refund, to which he never responded to any of the emails. All of his promises have fell on deaf ears and my great uncle paid thousands of dollars having his mom, dad, and sister, including himself buried at that location. The attorney had to physically go to the Palm Royale to collect the death certificate, and said it didn't take this long during COVID.

  Business Response

  Date: 06/30/2025

  Ref: ****** ********

  Contract# ***-16077

  Mr. ******** prepaid for his casket on the above listed contract.  This casket was obtained when he passed on November 24, 2024 and he was buried that casket.

  Attached you will find 3 pages.  The first two are the original contract Mr. ******** signed and the 3rd page is the description and the serial number of his casket.

  We have fulfilled the contract as written and there will be no refund. The amount requested exceeds the original cost and the general manager made no promises.

  Thank you.

   

   

   

   

   

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23531214
  
  I am rejecting this response because: mr. **** ******* guaranted a refund, in person, shook hands with myself and **** ***** than refused to answer any emails, until the attorney was involved. I never exoected a refund as you all did not adhere to Jewish customs and practices. You were unprofessional uncommunicative. My only goal was to let you know how truly disappointed we are in Palm Royale and ****. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 07/01/2025

  To whom it may concern,

  
  I am writing in regards to the case of decedent ****** ********. As Funeral Director in Charge, it is my responsibility to oversee the work taking place at Palm Royale Funeral Home and Cemetery. I have been assisting families during their most difficult times of loss for over two decades in three different states here in the ************************* can either make arrangements for their funeral ahead of time with pre-payment or people can wait until a death occurs and handle things at that time. Mr. ****** ******** met with ***** ****** on October 1, 2024, made prearrangements for himself for a ***************** with an Orthodox Casket used for Jewish burials. Mr. ******** passed away on November 24, 2024. Mr. ******** had never been married nor had any children.His grandniece **** ******** came forward as the point of contact for putting the funeral that ****** ******** pre-paid for himself into fruition.

  
  In *******, if prearrangements are made and the beneficiary dies, the next of kin can change, alter, add or subtract services and/or merchandise from the original pre-paid contract prior to final disposition (burial or cremation) taking place. Nothing was changed or altered with ****** Edelkinds contract. We have receipts showing delivery of the casket he chose.The grandniece, **** was escorted to our receiving area to see the casket prior to the burial taking place.
  

  Mr. ****** ******** was buried November 25, 2024, just the following day from his death which is in Jewish accordance. Five certified death certificates were ordered for this case. In *******, certified death certificates are offered with or without the cause of death. Only immediate family members are eligible for with cause death certificates. Florida recognizes immediate family members as the spouse, the parents, the children,the siblings or the grandchildren. If you do not fall into that kinship, ******* allows beneficiaries of life insurance policies, executors of ***** or personal representatives obtain with cause death certificates. **** ******** as a grand niece did not fall into the kinship nor is she a beneficiary of a life insurance policy, executrix of his will or personal representative only giving us the ability to order without cause death certificates.

  
  We performed all the services ****** ******** requested prior to his passing and provided the merchandise requested. Since no changes were made prior to the burial taking place, there is no credit accrued or reason for refunding any monies. In this industry we have learned that everyone grieves differently, and some people grieve angrily. Should anyone ever need assistance from us, we do what we can or forward to others more suited (clergy, therapists, grief counseling etc.).

  
  Thank you for your time.

  
  Sincerely,

  
  ********* ******* FDIC- Palm Royale Funeral Home and Cemetery

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23531214
  
  I am rejecting this response because: i attached emails. How sad is the response that you put it bavk on me. Yes, I was escorted to see the casket and put a box inside because it was communicated to me they could not locate it.

  My issue and complaint was with **** Chapmans lack of response and failed promises not kept. I am happy to say no other family memebers will be using your service. Mr. ******** is the onlu one who kept his word and communicated everytime. 

   

  Also, Power of Attorney along with other legal documents were provided. I was also with my uncle in October when everything was purchased. 

   

  Again, your response was not a suprise as far as the rest has been done. My regret was not videotaping Erics responses and promises.

  Have a great day and I hope no other family, espicially a Jewish family has this experience. You have missed the entirety of the complaint, which is par for the course. 

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