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Business Profile

Cremation

Neptune Society

Headquarters

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

    • 65 total complaints in the last 3 years.
    • 20 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:06/08/2022

      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.
      *On February 14, 2022, I signed a document online through docusign verifying purchase of advanced planning cremation services from Neptune. *Immediately after signing, I noticed that my name on the contract was mis-spelled throughout. Additionally, due to a typing error with Docusign, my signature was also misspelled. Nowhere on the contract was my named spelled correctly. *I informed the rep immediately. *** told me not to worry. I would be sent a new contract in 2 weeks. That didn't happen.*I called the rep. *** said she would follow up. No response *I called again a couple of weeks later. We were now approaching the ************************************************* not to worry. Things could be fixed.*I was told I would have to sign some new papers and to bring extensive ID. I did that. I was told that new Member Cards with the correct name would be sent to me; as well as copy of the new contract. That did not happen. I ask for a refund * I was informed that I must sign a form of cancellation which indicated that I could not get a full refund if it was after 30 days from the initial contract.* I refused to sign as I didn't believe I should have to pay when I had been trying to get the issue corrected well before the 30 days. ******** contacted someone else who first promised a new contract within 2 days, then said there was a problem. They could not access the contract to cancel it. *It is now June, 3 1/2 months after I first signed. As far as I'm concerned, there is no legal contract to cancel as my name is not correct anywhere on the form. But, I am told I can neither get a refund, nor a contract with my correct name. This is a brief synopsis which leaves out many conflicting communications. The most recent contact I had was with a supervisor who apologized and said a rep should have contacted me regarding signing another new document. I told her I had already done that. Supposedly, someone will be getting in contact with me again.

      Business Response

      Date: 06/17/2022

      Neptune Society has contacted the complainant. Neptune Society has provided the complainant verbally and via email, the instructions on what are the next steps the complainant has to take to resolve their concerns. The complainant has understood. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 06/22/2022

       
      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 provided the business follows through as stated. The business's failure to follow through on promses to act is my primary complaint. They have indicated that if I return the merchandise, they will give me a full refund. I have returned it. I am waiting to see if in fact I get the refund. 

      Sincerely,

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

    • Initial Complaint

      Date:06/05/2022

      Type:Service or Repair 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 purchased a cremation package several years ago from Neptune. Upon her death on January 30th 2022 I called hospice who then reached out to who I thought was Neptune but someone came who Neptune was contracted with to pick up people. When I asked them where they were taking her I was told they werent allowed to tell me. I called Neptune the next day and asked where my mother was and was told again they were not allowed to disclose that information so I asked for a phone number where I could just check on her to find out what was happening with her remains. ****** told me that if she told me that she would get fired. I told her it was important to me to know what was going on with her and that she was ok. I had no idea where my mother was. ****** then told me if I didnt like the way they do things that I could come pick up her body and take her somewhere else. I shouldve said ok but I still dont think she would have told me where my mom was. My complaint is how incredibly insensitive and mean and rudely I was treated by a company whose main intention is to treat people with compassion and respect and that did not happen. Then I wanted to talk to the manager and when I finally spoke with her a day or two later and I told her my conversation with ****** her demeanor and tone and words were exactly the same. I couldnt believe the way I was treated by the staff at this facility and frankly its taken me this long to write this because of the devastation I experienced from them. I felt unimportant and very disrespected and had no idea where my mom was or what was happy to her. For all I know they could have sold her organs. I do not have supporting documentation only a conversation.

      Business Response

      Date: 06/17/2022

      Neptune Society has been trying to reach the complainant various times since June 8th at ************** and left voice messages. The complainant has not returned any of our calls. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    Neptune Society is NOT a BBB Accredited Business.

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