Business Profile

Funeral Director

National Cremation Society

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
This Review reflects national complaint activity.

Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:01/22/2024
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 am 73 my husband is 77 we both have cancer. To save my kids from heart ache, I have paid $5.938.00 bought End of the life arrangements for us both. September 16 2022 Couple of months after, I have found out that, there was a class action lawsuit against them. I have asked ***************************** to please return my money. She had told me that, its not the company policy and advised me to go with class action lawsuit.I thought it would be easier to dispute through my credit card company. Unfortunately we have lost the dispute.April 3 2023 I have received a letter from ************************* SVP of Operations, letting me know that my account has been paid in full.January 9 **** I had received a phone call and informed that, we are not covered!!They cannot locate the money!!Office manager hung the phone on me once and nobody returned my at least four phone calls.I cant trust this company!! We would have both been dead by now!!I dont have the time nor energy to fight anymore!Please help us to get our money to make a peaceful exit from this world. Thank You!*********************
Customer Answer
Date: 01/22/2024
Thank You
My original mail provided address and documents!
I am not sure you got all the information
*********************

Business Response
Date: 01/25/2024
National Cremation Society has resolved this complaint. National Cremation Society called the complainant yesterday January 24th, **** and left a voice message to advise that *** has been trying to deliver the resolution. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 01/25/2024
I am trilled that after two years you have returned my money!
Unfortunately with the inflation there is no way we can buy the same services from a reputable company!
Please pay 2 years interest! It may help us to purchase end of the life services with a peace of mind.
Thanks
*********************
Customer Answer
Date: 01/26/2024
I have found out that, with the amount refunded after two years, due to inflation, we cant buy the same services from a reputable company.
Please help us by, paying two years interest.
Thanks
*********************
Initial Complaint
Date:09/15/2023
Type:Delivery 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 receive mail from NCS. However, I have repeatedly asked to be placed on the do not mail list. NCS: please remove me from your mail once and for all. Thank you.
Business Response
Date: 09/18/2023
National Cremation Society sincerely apologizes for this frustrating inconvenience. National Cremation Society is confirming that the contact has been fully removed from our database as of September 18th, 2023. National Cremation Society recommends that the complainant use this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. We always strive to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 09/18/2023

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.

****************************************************
Initial Complaint
Date:09/08/2023
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.
See page 1 of uploaded documents
Business Response
Date: 09/18/2023
National Cremation Society apologizes for any inconvenience that the complainant encountered. National Cremation Society never received a complaint attached. National Cremation Society is requesting the complainant to reply back with their complaint with full details ( like... full name of the next of kin or customer, decedent if there is one, a contract number, and the full name of any representative of our that the complainant had an interaction with). National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

Customer Answer
Date: 09/21/2023

Complaint: 20577551

I am rejecting this response because all of the necessary information mentioned needed in the response of National Cremation Society was contained in my letter to the BBB with the attached exhibits. I presume the complete package was sent to the Society with my letter of complaint.
If my original letters and exhibits were not received by the Society, it is because their employee at the ********, ** address did not forward them, as she assured me that she would. Her name is *****************************. She is very good however, in setting up effective roadblocks for further action by the society, through excuses and false promises.
I have acted patiently and in good faith, following through with every action requested in a timely and complete manner. This matter has dragged on since March 29, 2023. A simple issuance of a check for $2,113.42 , made out to me, **************************** or to ********** of ***** *********************** will resolve this issue quickly and easily

Sincerely,

****************************
Business Response
Date: 10/19/2023
Since October 5th, 2023, National Cremation & Burial Society has made several attempts to reach the complainant and the complainant is unresponsive, no voice messages were left due to a full mailbox. The complainant is aware that she needs to fill out and send back the fraudulent claims forms that we mailed her in order to place this investigation in progress so we can honor the complainant's desired resolution. National Cremation & Burial Society even sent a return label and instructions so the complainant doesn't need to purchase any mailing certifications. Once we receive the forms back and a case is opened, it may take up to 60 days for a resolution and get the funds back. Attached is the communication we sent the complainant. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 10/19/2023

Complaint: 20577551

I am rejecting this response because: There have been no identifiable phone calls or messages left by the Cremation society. My voice mailbox has never been full. I did have one phone message from someone that was unintelligible - possibly an employee, but I couldn't decipher it.
However, two days ago I received a *** envelope with the fraud claim forms from them. I've just returned from my **** of America branch where I met with the branch manager to work on this possible fraud. ******** believes that my original check was cashed via telephone through a CHASE bank before I received it in my mail and took it personally to the National Cremation Society in ******** , where the original check was stamped VOID in my presence. The check ( #******) was cashed on 5/19/23 and I did not yet have it in my possession at that time. With the branch manager's help, I filled out and will return the fraud claims that they have reason to suspect through examining bank records.
I trust that this will now prove that I am due a refund of $2,113.42, made out to **************************** from the National Cremation Society.
****************************

Sincerely,

*************************
Business Response
Date: 10/27/2023
National Cremation & Burial Society just needs the claims form filled out and mailed back. This will start the process that will let our internal systems know that the family never cashed the check and that it was fraudulently cash, not by our customer. This form is not to investigate the complainant. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 11/04/2023

Complaint: 20577551

I am rejecting this response because: I filled out the Fraud Statement of Claimant supplied by the Cremation Society and sent it back by *** in the envelope they provided on Oct. 20, 2023.
Just a few days ago I received a letter from the Cremation Society stating that they could not act on my claim until they had received my fraud statement.
The name and telephone number *************************** ************ was the only contact I could find, so I called her to learn if my statement had indeed arrived. After three such calls, with me needing to leave a message each time, I still have not received a reply.
I am at a loss to know how to proceed. Please help!

Sincerely,

*************************
November 4, 2023
Business Response
Date: 11/06/2023
National Cremation & Burial Society called the complainant at 3:30 pm EST and left a voice message advising her that we have received the fraud documents back and it may take up to 60 days for a response from the bank (as stated on the letter and previous voicemails).National Cremation & Burial Society also sent her an email as well. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 11/07/2023

Complaint: 20577551

I am rejecting this response because: THE **** IS NOT YET RESOLVED, PENDING RESPONSE AND MY RECEIPT OF THE CHECK FOR $2113.42 THAT IS DUE TO ME. I HAVE CASHED THE SECOND CHECK, WHICH IS A RETURN FROM AN UNRELATED MATTER.

Sincerely,

*************************
Business Response
Date: 11/07/2023
National Cremation & Burial Society HAS NEVER stated that the complaint is resolved, in our previous response we stated that we have received the fraud documents back and it may take up to 60 days for a response from the bank (as stated on the letter and previous voicemails). Everything that needs to be completed and in place in order to honor the desired resolution is in place and in progress. National Cremation & Burial Society also sent her an email as well. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:03/09/2023
Type:Product 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.
On January 18th we purchased a service contract from Neptune Society ******************** for my wife. As soon as we received the merchandise associated with this contract we decided to cancel the entire transaction. The merchandise is grossly over priced and we objected to paying so much for something we dont even want or need. Its too bad you cant just buy the service itself without the merchandise. We submitted the cancellation form on January 25th and request a reversal of our credit card payment and a prepaid mailing label to return the merchandise. We did everything within the terms of the contract. Now, almost 6 weeks later we are still waiting for the mailing label and the reversal of the credit card charge. We have called and emailed the office on numerous occasions and have been told by ******************* and **************************** that they agree and accept our cancellation and promise that action will be forthcoming. Since we have been forced to submit a dispute with our credit card company and they are now investigating the matter. We should not have to through all this trouble to simply cancel a transaction as per the terms of our contract. The contract number is ************ and the amount is $3,211.12.
Business Response
Date: 03/23/2023
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 their 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: 03/24/2023

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. We were finally contacted by ******* and provided the return mailing label for our merchandise and a "promise" that they would contact our credit card company. However, it should not have taken 2 months to process a simple cancellation of this service and the return of the merchandise. We had to email and talk to numerous Neptune representatives without any action. It was apparently only the submission of a complaint to the BBB that finally got this done.

Sincerely,

**** And *************************
Initial Complaint
Date:02/16/2023
Type:Product 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.
On September 22, 2022 I called the Neptune Society of ******************** and talked to a ******************* regarding buying two cremation packages asking for the basic package which I thought I purchased. A few days later I received two cremation boxes and read that the boxes were Over $700.00 each, This is not what I wanted so I called ******************* and canceled the two contracts within the 72 hour timeline to cancel. It is now February I am still getting bills even though the contract was canceled, I have been told that if I return the boxes I will get my money back $1200.00 or more back. I received one label to return one box and have been trying for the last month to get that second label. It is now almost five months later no label, no money Just cant get anywhere. I talked to ***************** ************ at Neptune and she says she has done all she can, that it is up to the providers of the boxes to ************* out. I have no contact or even know who that company is.I contacted ******************* but have not heard back ************ I just need help to get something moving and resolve this.Contract # ***************************** ************ Contract # ************************* ************
Business Response
Date: 02/28/2023
Neptune Society spoke with the complainant and has provided a solution to their 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: 03/03/2023

Complaint: 19420623

I am rejecting this response because:
I have not talked to anyone from Neptune and dont know what the are willing to do to resolve the complaint
Sincerely,

*****************************
Business Response
Date: 03/03/2023
Neptune Society spoke with the complainant again to remind the complainant where we stand in regards to her complaint. The complainant understood, accepted the resolution, and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 03/12/2023

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:08/16/2022
Type:Product 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.
If these people won't even take the time, care, and consideration to remove deceased individuals from their mailing list I can't imagine how they actually take care of your loved one. For two years I've received marketing flyers addressed to my deceased mother. She passed three years ago. I have emailed and called and was assured this wouldn't happen again. Guess what's in the mail today? Plenty of time to update your marketing lists. It's disgusting and cheap that you wouldn't take the extra time to do you job and remove someone's name when a family requests. This is a cease and desist notification. You need to remove the name and address as requested twice before. There is no excuse for poor customer ********************** for the living or the dead. And by your lack of empathy and attention to detail on a simple act of updating marketing names all you are proving is that you aren't a reputable company and solely exist to profit off of people's grief.
Business Response
Date: 08/29/2022
National Cremation Society has fully removed this contact from our database. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 08/29/2022

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,

*************************
Initial Complaint
Date:07/28/2022
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.
My husband and I purchased a cremation plan and made payments until it was paid off. Beginning 11/2015 pd up as of 2021. My husband passed away June 3 2022. It was very unexpected. In a nursing home here in *********** ****. I definitely wasn't this king clearly she. Asked who to pick his remains up. It was some time later I remembered about the cremation p!an. I did call later that evening I talked to someone in Florida office and was told that I should have called them first. But if the funeral home that I contacted would accept the amount of the cremation service that it shouldn't be a problem. The next day June 4th I went to the funeral home to discuss the arrangements with **** at ***************************. She called the cremation service in my presence they we very rude and not compassionate nor sympathetic at all quite rude and I felt scolded as a child. I was told, Again that I should have called them first. My error. Then was told that I should cancel the contract in writing and would be refunded approximately $580.00 . They also mentioned transferring my husband's body to ****sboro to a company of there's which is about an hour away from my home. TotallyUnacceptable for **** recently had knee surgery and 2 wks ago hip surgery. The first call said they had a company here affiliated Rose **** cremation. But no-one ever mentioned that, or would a knowledge it.
Business Response
Date: 08/08/2022
National Cremation Society contacted the complainant via telephone to provide a resolution to her concern. The complainant has accepted the resolution. The resolution is in progress and National Cremation Society has been in communication with the complainant during this process. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

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National Cremation Society is NOT a BBB Accredited Business.