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Business Profile

Cremation

Neptune Society

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cremation.

Complaints

This profile includes complaints for Neptune Society's headquarters and its corporate-owned locations. To view all corporate locations, see

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Neptune Society has 75 locations, listed below.

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    Customer Complaints Summary

    • 61 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/10/2024

      Type:Order Issues
      Status:
      Answered
      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.
      ******* forged my name to the contract on 2-26-2024. Asked if i wanted an urn with no additional price to the package. I received the contract sent to my house on 3-9-2024 seeing that the overpriced urn in the amount of $1.460.00 was added. I called on 3-26-2024 to cancel your services. Accounting said it was past 30 days and I would still owe $2.770.00. ******* said she could not tell me the price of the package, she said I will see the total when I receive the contract. If I would have been told by ******* the price, I would have declined doing business with Neptune. I tried returning the urn by calling the number on the package, it is disconnected. Accounting tried pulling money out of my account on 4-9- 2024, as per the contract automatic payment was to start on 04-25-2024.. I put a hold on my bank account on ********. ********************** has deceived customers out thousands of dollars by not sending refunds. I have reported this company to better business bureau. I do NOT wish to continue doing business with Neptune, cancel my account, ********************** is not to be trusted.

      Business Response

      Date: 04/29/2024

      Neptune Society sincerely apologizes for this poor experience. Neptune Society is currently guiding the complainant through the steps to obtain a resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:04/04/2024

      Type:Product Issues
      Status:
      Answered
      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 mother passed away on Dec. 7, 2023. My mother's death was reported to Neptune on Dec. 8, 2023. **************** of the *****, ** location was assigned as the Service Manager. I told ****** that I would be traveling from ** to ** to take care of my mother's final affairs and that we would be organizing a service later in December. My cousin and I provided ****** with all the requested information. ****** waited until Dec. 14, 2023 to inform me that there was an outstanding balance on my mother's account and that she could not move forward with anything until paid (this is contrary to what ********** of Neptune's MN office said, which was that the process could still go forward; ********** is ******'s supervisor). The outstanding balance was paid the same day as ****** informed us it was due. We also finalized the paperwork within a couple of days of receiving it.On Dec. 18, 2023, we followed up with ****** and were told we would have my mother's cremains available for pickup on Dec. 22, 2023. This did not happen. My mother's service was scheduled for Dec. 23, 2023. ****** continued to tell us we would have the death certificate and cremains on dates that came and went without us receiving anything. ****** never provided proof that she filed a complaint against the doctor with the OH medical board, though I made several requests for her to do so. On Dec. 26, 2023, ****** told us Neptune's cremation policy "states it can take up to 15 business days."On Jan. 2, 2024, we were informed that ****** was out of the office but would get back to us. On Jan. 4, 2024, ****** finally responded and said she would call me "with an update tomorrow." ****** NEVER called. We followed up again on Jan. 8, 2024, and again on Jan. 9, 2024.My mother was not cremated until Jan. 10, 2024--MORE THAN ONE MONTH AFTER HER PASSING and well beyond Neptune's "15 business day policy." We received an email on that same day stating that Neptune needed a photo of my mother before the cremation could proceed.

      Business Response

      Date: 04/29/2024

      Neptune Society sincerely apologizes for this poor experience. Neptune Society will be calling the complaiant in the next upcoming days to extend a resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 05/03/2024

       
      Complaint: 21531741

      I am rejecting this response because no one has reached out to me. Nothing has been resolved.

      Sincerely,

      Nyja Prior

      Business Response

      Date: 05/16/2024

      Neptune Society sincerely apologizes for this poor experience. Neptune Society has spoken with the complainant, and we were able to resolve this complaint. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:03/08/2024

      Type:Product Issues
      Status:
      Answered
      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 tried numerous times to be taken off the mailing list. I never signed up for them nor do I want their advertisements. Again, I never called them about services nor have I at any time requested it. I want my name removed and the mailings to stop.

      Business Response

      Date: 03/21/2024

      Public reply:

      Neptune Society is confirming that the contact has been fully removed from our database as of March 21st, 2024. Neptune Society recommends that the complainant uses this communication as proof of the removal. Neptune Society apologizes for the inconvenience that the complainant encountered. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:01/24/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Have had 2 contacts from Neptune Society, *********. After the first contact, I published a ****** review and got response from them. They apologized and sent a link to opt out of their UNSOLICITED mailings. I did so. I received another mailing (either 1/23/2024 or 1/24/2024 -- picked up mail today). I want them to stop sending me FUNERAL INFORMATION!

      Business Response

      Date: 01/26/2024

      Neptune Society wants to sincerely apologize for this embarrassing inconvenience that the complainant encountered. Neptune Society is confirming with this communication that the exact contact information for the complainant Gerlonda Battles (******************************************************************************)that was submitted on December 9th, 2023, via Link (***********************************************) was fully removed from our Database and all internal systems on December 9th, 2023. As a reminder, Neptune Society provided the following message to the complaint upon their submittal of opt-out request: "We're sorry to see you go. You have successfully opted out of our marketing campaigns. However, because campaigns are developed in advance,you may still see email for up to 10 days and receive physical mail for up to 60 days. Phone calls should stop within 24 hours."

      It is our understanding that 60 days have not completed.Now, with this BBB complaint the complainant submitted a different address (*********************************************************************************) than the one that was previously entered via Opt-out link. Neptune Society wants to confirm that as of today January 26th, ****, we have opted-out this second address to prevent any other inconveniences to the complainant. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 01/26/2024

      I have received Neptune Society's apology and assurance that they would remove my contact information from their database in the past -- they continue to mail be their MORBID invitations to sales meetings. I need to believe their promist to stop contacting me, period! (FYI, I have donated my remains to medical research facility.)

      Customer Answer

      Date: 01/26/2024

       
      Complaint: 21195004

      I am rejecting this response because:

      Neptune Society has PROMISED me, in the past, that they would LEAVE ME ALONE and stop ending me MORBID mail -- they have not stopped so I've filed a BBB complaint. Under the circumstances, I am reluctant to accept their promise to stop sending me their unsolicited mail. At this point, I don't know what to do -- accept your PROMISE or continue this grievance.

      Sincerely,

      Gerlonda Battles

    • Initial Complaint

      Date:01/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 was wondering if all Neptune society are the same or it operates based on locations ?My issue is not beening able to veiw the loved one prior to cremation! Only the wife was allow to view her husband. There are others who know him over 40 years but was deny access to him A few years ago, I used your services and allow entry to my best friend veiwing. That meant the world to me.All we ask is to be allow to say goodbye to our friend once last time in person. He has been like a father to 2 ladies and assistant in the growth of them

      Business Response

      Date: 01/22/2024

      Neptune Society is aware that this complainant was in attandence ofthe viewing of his love one on January 16th, **** in addition to 5 other people.  Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 01/22/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:11/20/2023

      Type:Product Issues
      Status:
      Answered
      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 dont think that this is not a legit company and is selling an overpriced service. They are charging me 3 to 4 times a regular cremation would.

      Business Response

      Date: 01/05/2024

      Neptune Society spoke with the complainant via phone and has honored her request. Neptune Society has provided the steps to take to proceed with the resolution to her concerns. The complainant understood and is satisfied. The resolution is in progress. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:11/17/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      On 07/03/2023 I initiated an agreement with Neptune Society for future cremation services. I made an initial payment of $99.00 on that date. Per the written agreement, I had 30 days to evaluate the contract during which time I could cancel and receive a full refund. On 07/31/2023 (within the 30 day limit) I cancelled the agreement and requested my $99 refund. I physically returned all paperwork and related items to my local Neptune location (***************, ** ************) on 07/31. On 08/21/2023 I still had not received my refund, so I again contacted my local Neptune office. On 09/07/23 I still had not received my refund. I again contacted the local Neptune location. On 11/03/2023 I still had not received my refund. I again contacted the local Neptune location. Apparently refunds are issued from the Neptune corporate location in **********, ** however its now been over three and a half months and I still have not received my $99. All I want is my $99 refund from Neptune Society. Thank you.

      Customer Answer

      Date: 12/15/2023

      I received my $99 refund from Neptune Society on 12/05/23.  Thank you to the BBB for your attention and assistance.

    • Initial Complaint

      Date:11/10/2023

      Type:Product Issues
      Status:
      Answered
      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.
      The date of beginning of problem is Oct. 10,2023 in which is the cancellation of this service.I paid the amount of $64.49 as a down payment (was told that amount would be refunded)In addition, the amount of $44.68 was charged from my account on Oct. ******* in which I was told when I cancelled that there would no longer be any charges.I contacted the office and was told that there would be a check mailed within the next couple of days. I have called multiple times and kept being told they would mail a check. I have not received any refund and my calls are not being taken. It appears that my email is being blocked. I am on a fixed income and their actions hurt me financially. I need assistance to solve this issue.

      Business Response

      Date: 11/16/2023

      Neptune Society has has reached out to the complainant to let her know that the refund for the remainder $44.68 is already being processed and will be sent to her within 10 days. Complainant is satisfied with Neptune Society honoring her desired resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:10/18/2023

      Type:Order Issues
      Status:
      Resolved
      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 tried numerous times to be taken off the mailing list. I have never signed up for them nor do I want their advertisements cluttering up my mailbox. My mother passed away over 3 years ago and it brings back emotional pain to get this type of unwanted mail. Again, I never called them about services nor have I at anytime requested it. I want my name removed and the mailings to stop.

      Business Response

      Date: 10/27/2023

      Neptune Society want to sincerely apologize for this embarrassing inconvenience that the complainant encountered and we are providing confirmation that the contact has fully been removed from our database as of October 27th, 2023. We fully appreciate that the complainant submitted the marketing material along with this complaint. Neptune Society recommends that the complainant uses this notice as confirmation of the removal of the contact information from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 10/30/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/13/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 never inquired about the Neptune Society. I received unsolicited mail from them and I have no idea how they got my information.

      Business Response

      Date: 10/27/2023

      Neptune Society wants to sincerely apologize for this embarrassing inconvenience that the complainant encountered. We would be more than happy to remove this complainant's contact information from our database to avoid any future marketing material from being sent to the complainant's residence. Now, in order for us to do so, we need the EXACT mailing address and full name as it is written on the marketing material.  Once we receive the full information, we will reply with confirmation of removal. The complainant only submitted their name and State and Zipcode, we need the full address as it was written in order to identify the exact contact. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 10/30/2023

       
      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.

      While Neptune Society clearly does have all of my information, and the information they have listed of mine in their response should be more than enough to identify who I am in their system, I will go ahead and provide it with the assurance I will actually be removed from the mailing list. I do appreciate the wording of their response and I want to ensure I am actually not contacted again. 

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

      ****************************, E519

      *****************, ** 98043


      Sincerely,

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

    Neptune Society is NOT a BBB Accredited Business.

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