Business Profile

Cremation

Neptune Society

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Complaints

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

Customer Complaints Summary

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

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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:05/08/2023
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.
On March 10, 2023 I signed a contract with Neptune Society ********************************************************************** for prepaid "local" cremation services. From that first day on it has been mistake after mistake after mistake. The contract, according to *********************, their representative, had been filled in incorrectly, by her, so that it needed to be changed and initialized by me twice. Later, on March 27, I received a call from another of their representatives, *************************, that the contract I'd signed was completely wrong and needed to be redrawn and the originals torn up (in front of me) and that they required a new check, and the original one voided, for the same initial deposit of $499 with the rest being paid monthly through my credit card. At each instance I asked when would the permanent ID cards, urn and supplies arrive and was told that the parcel would arrive soon.When I received a renewal credit card I called them late April, to update the new expiration date I was told that my address didn't match the one in their files. I told the lady that I have lived at this address since **** and haven't budged an inch since. She said she would look into the error but I heard nothing.The following week I called ************************* directly and asked her about them having the wrong address to which she apologized. Again I asked about the supplies and she said she would send me the ***** confirmation (attached) that it had been delivered on March 29, 2023, to the wrong address and that I should contact my neighbor to ask them for it.I am a 71 year old in very poor health; handicapped from birth with severe pain, diabetic with pressure wounds. stage 2 kidney disease, but with all that I informed the condo president about their error in delivery and my partner taped a note on my neighbor's door to please contact **.As of yet I have heard from no one.I have sent them a request to end my contract through their website and am awaiting a response.
Business Response
Date: 05/11/2023
Neptune Society spoke with the complainant and has provided a solution to his concerns. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:04/13/2023
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.
I have contacted The Neptune Society multiple times ordering them to leave my wife and I alone. We want no contact from them. They have ignored my demands made on the following dates (for which I have proof):July 2012 July 2013 February 2014 February 2, 2015 at which time I filed BBB complaint case #******** Today my wife received yet another mailing from this horrible, lying organization. Given the nature of their business, they should absolutely make sure that they DO NOT MAIL to people who explicitly demand to have no contact with them. This is so outrageous and upsetting, and given the emotional effect that this company has had (especially on my wife), I will be contacting our ************************** for advice going forward. Neptune WILL NOT comply with any promises made through the BBB complaint system. This is historic fact.My complaint should stay on record, visible to the public, in perpetuity due to their blatant disregard for individuals and the BBB system. They WILL NOT resolve this complaint.
Business Response
Date: 04/19/2023
Neptune Society wants to sincerely apologize for this embarrassing and poor inconvenience that you have encountered. We would love to put an end to your concern today! Please know that we will be more than happy to completely remove your wife's contact from our database and systems. In order for us to resolve your concern we will need her full name as it was listed on the marketing material and please confirm that the address provided is also as it was written on the marketing material (***********************************************************************). Once we receive your reply with the exact contact information, we will pinpoint that specific contact and annihilate it from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Business Response
Date: 05/15/2023
Neptune Society received the first complaint on April 14th, 2023. Neptune Society responded on April 19th, 2023, ** which we did not hear back from the complainant, therefore their concern was not resolved because Neptune Society requested "specific details" from the complainant in order to 100%resolve their concern and provide satisfaction, but this complainant never cooperated towards the resolution. The BBB then closed this complaint for a lack of communication on the complainants side on April 30th, 2023. The complaint is 100% public. This complainant added false accusations in this complaint. Neptune Society NEVER "ignored" or "Will not resolve" this complaint for the complainant. We need the information we request in order to take the steps for resolution. The wifes full name is still not listed anywhere in this complaint. How can a company remove a contract without knowing which is the specific contact in order for ** to remove it? Without that Neptune Society cannot proceed. Below is our original response from April 19th, 2023, and it stands for what is needed to provide the complainant with full resolution, Neptune Society needs the complainant to cooperate with their part.See below:

Neptune Society wants to sincerely apologize for this embarrassing and poor inconvenience that you have encountered. We would love to put an end to your concern today! Please know that we will be more than happy to completely remove your wife's contact from our database and systems. ** order for ** to resolve your concern we will need her full name as it was listed on the marketing material and please confirm that the address provided is also as it was written on the marketing material (***********************************************************************). Once we receive your reply with the exact contact information, we will pinpoint that specific contact and annihilate it from our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:03/13/2023
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.
date 11/21/22 My step daughter reached out to prearrange my husband cremation. I paid with my discover card. They said that we would get a free urn included. I made several calls with them saying that they would look into it and call me back. I left my number and never got a call back. To prey on people after the loss of a loved one it awful. Then in Dec. of 2022 they charged my card for another $236.50.
Business Response
Date: 03/28/2023
Neptune Society spoke with the complainant and has provided a solution to his concerns. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:03/05/2023
Type:Service or Repair 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 father has had a paid in full policy for many years. He happened to be in ********** at my home when he passed. At 3 oclock this afternoon they said they would be sending somebody. And no one is here yet: 8:47 pm. This is unconscionable and unprofessional and mean.we have contacted a local funeral home, who will be here within the hour
Business Response
Date: 03/09/2023
Neptune Society has spoken with a family member (***********************: ************). Neptune Society has provided the funds in the trust for the family to use toward the cremation with another funeral home as they stated in their complaint. Neptune Society did NOT provide the service for this family. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:02/02/2023
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.
I have tried numerous times to be taken off the mailing list. *** never signed up for them nor do I want their advertisements. My son passed away a little over 5 months ago and it causes me emotional pain to get this mail. Again we 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: 02/16/2023
Neptune Society is confirming that the contact has been fully removed from our database as of February 9th, 2022. 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:01/25/2023
Type:Service or Repair 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.
Complaint involves 2 identical Neptune Society cremation plans. One is acct. #************ under ****************************** and the second is acct. #************ under ************************************. Both accounts paid in full the day cntracts were written. Complaint is only for the refund of the Neptune Memento Package for each account. Both Packages have been returned. Both account contracts written on 8-26-2002. Both included the basic package, the away from home coverage and the memento packages. Approx. 1 week after the contracts received the 2 memento packages & upon inspection we decided we did not need them. 9-7-22. Contacted the Neptune rep and advised we would like to return the memento packages as provided within the 30 day time period. 9-8-22. Met with the acct. rep and was advised the original contract had to be cancelled and new ones written. These were done manually under acct. #************ & ************. We were advised we would receive mailing instructions, the yellow copy, and a refund for each package in approx. 30 days after return. 10-10-22. Called Customer ********************** for a status on the mailing instructions and refund check. The rep. stated she would check into it and call back the same day or the next. Was rude and hung up on me. 10-20-22. No response. Email to rep who advised he would get with his regional mgr. and get resolved and stated "this is something that should already have been completed." 11-8/9-22. No response and follow-up email. 11-9-22. Call from local office mgr and arranged to meet in person and deliver the memento packages. At office advised that the original contract would be used as the manual contracts written on 9-8-22 "could not be located." Mgr. advised she would return the memento packages and receive refunds in approx. 2 weeks after that. 11-28-22 & 30 call that packages to be mailed and refund. 1-17-23. Various calls and rerouted to ***** office, reviewed. No response/refunds for 139 days since process began 9-8-22.
Business Response
Date: 02/08/2023
Neptune Society spoke with the complainant and has provided a solution to his concerns. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 02/08/2023

Complaint: 18897759

I am rejecting this response because:The Neptune response appears to be a standard reply and is totally false. We have not spoken with Neptune in any form (phone, mail, email, etc). We have not received a refund on either account for the Memento Packages and it is not true that we are satisfied. This is a deceptive response and we feel our only recourse at this point is to file a complaint with the ******** ************************ under the ******** Merchandising Practices Act or any other that *** apply. We will, of course, send a copy of the complaint filed with the BBB and Neptune's response. We are very disappointed with Neptune and their continued delays especially considering their emphasis on "customer satisfaction." We will await any further correspondence from you or Neptune before filing our complaint and/or filing separate legal action. Thank you for our assistance in this matter.

Sincerely,

***************************
Business Response
Date: 02/24/2023
Neptune Society spoke with the complainant and has resolved his concerns. The complainant is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 02/27/2023

Complaint: 18897759

We are rejecting this response because: The only verbal communication we received is a call from the ******* *********** on 2-13-23 advising that 2 refund checks were being issued and we should get them within 5 days. That was the end of the conversation. On 2-14-23 we received via *** 2 checks each in the amount of $3,086.95. Each check represented the total amount paid for cremation contracts ********* & ******. As clearly indicated in the prior correspondence we had only requested a refund for the 2 Memento Packages and not the entire contracts. We had delivered the Memento Packages (grossly overpriced) in full compliance with the 30 day requirement. We confirmed that both contracts have been cancelled in their entirety. So, it has been 159 days since this process began and now we are back to less than where we started. The only gain here is that Neptune has had the use of our $6,173.90 for over 5 months. The #1 reason we took out these cremation policies was Neptune's emphasis and promise of customer ********************** and satisfaction. Both are a dismal failure. In these 5+ months we have encountered rude replies, multiple broken commitments, delays in payment, lost paperwork and a whole lot of aggravation and time to get this matter resolved. And the answer from Neptune is a scripted response that was false. In reviewing the many other customer complaints and legal actions against this company is shows a pattern of misrepresentation, deception and bad faith dealings with the customer all while claiming that "********************** always strives to provide the utmost in service and customer satisfaction to each family we serve." Their multiple actions show a lack a of transparency and ethical business practices in their in-person presentations, advertising, and customer responses in written and electronic materials. We feel that an alert should be issued on the BBB website as to Neptune's business practices as it relates to customer **********************. Of course that is not our decision to make as would be their A+ rating. One can only speculate as to the number of complaints that are not published or those who simply give up and go on. Perhaps it is just as well that both contracts have been cancelled completely. It would be a cruel trick indeed to have those we have asked to take care of our final disposition to have to deal with this level of inept customer ********************** and unethical business practices. We wish to thank you for all your assistance in this matter and please consider your file and complaint closed. We would appreciate a copy of any additional correspondence regarding this matter. Best regards from both of us.

Sincerely,

***************************
Initial Complaint
Date:01/13/2023
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.
My son passed away in April 2019. Despite numerous requests over the years I still have not received my sons ashes. I want something done about this.
Business Response
Date: 01/16/2023
Neptune Society of Northern California has reached out to the complainant via phone. Neptune Society of Northern California spoke to the complainant and reminded the complainant that per their request, the ashes were sent to a family member. The complainant understood and is satisfied. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:12/28/2022
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 contacted the Neptune Society so that I would have a burial plan in effect when I died. After I paid in for two years, a friend of mine gifted me a burial plot, so I no longer needed Neptune Society. I contacted them and stopped my services and they refuse to give me any money back even though *** paid for two years. Instead, they want me to keep a pine box which is not worth $2000 or $1700 about what I paid. I want my money back they can have the stupid box I dont want it I dont need it but I need is my refund, so is this what they do? They just take advantage of little old ladies who are on a fixed income?
Business Response
Date: 01/09/2023
Public reply:

Neptune Society has reached out to the complainant via phone. Neptune Society spoke to the complainant and provided details and the next steps to resolve the complainants concerns. The complainant understood. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 01/11/2023

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:11/10/2022
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.
We lost my mother 22 years ago. We have been sent information on cremation from NEPTUNE SOCIETY ever sense. I have call the number on the information flyer being sent and asked to have her name removed from the mailing list. I've got nothing but run around. From being told there's no way to remove a name from the mailing list to she's dead what do you care. This is a company that deals with families at time of loss. I want my mothers name removed from their mailing list. I also want to let others know how these people really feel about the loss of your loved one. They could care less.
Business Response
Date: 11/15/2022
Neptune Society will not be able to resolve the complainant's concerns. In order for Neptune Society to remove the contact that the complainant is requesting, the complainant needs to submit the exact name and address as it is written on the marketing material. The Complainant did not provide the contact that she wants to be removed. Neptune Society is sincerely sorry for the inconvenience that the complainant encountered. Once we receive the exact contact information we will immediately remove that contact from our database. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 11/16/2022

Complaint: 18386603

I am rejecting this response because:
I gave all the info required to remove my mothers name from their mailing list. I gave to 2 different employees. I provided them with, her full name and the address they are continuously sending information to. I will again provide that to you so they can remove my mothers name from their mailing list immediately.
*******************************
5615 *************
******* **. 60050

Sincerely,

***************************
Business Response
Date: 11/17/2022
Neptune Society is providing confirmation that the contact has fully been immediately removed from our database as of November 17th, 2022 as we promised. Neptune Society appreciates that the complainant added the contact information to this complaint that she wanted removed. 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:10/26/2022
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.
After the account was paid in full, there were two more auto pay deductions from my checking account, one for mine, and one for my husbands funeral services payment account. Each was $50 dollars, totaling $100. Our checking account went into the negative.Initially I contacted Payment Service Network (PSN) and they did show the account as paid in full but referred me directly to Neptune Society in order to get restitution for the erroneous deduction from my checking account.I have left messages with what I believe to be the West ****** office, customer ********************** ************** requesting help with this issue. No one reply's.
Business Response
Date: 11/09/2022
Neptune Society has reached out to the complainant via phone and email. The complainant did reach back out via email. Neptune Society has transparently explained what took place and the complainant stated that they understood. This complaint is resolved. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 11/11/2022

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,

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

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Neptune Society is NOT a BBB Accredited Business.