Complaints

This profile includes complaints for Foundation Partners Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Foundation Partners Group, LLC

  369 N New York Ave Winter Park, FL 32789-3124

  
• 

  Highland Memorial Park

  1515 NE 3rd St Ocala, FL 34470-6828

  
• 

  Hiers-Baxley Funeral Care Center

  910 E Silver Springs Blvd Ocala, FL 34470-6708

  
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  Ammen Family Cremation And Funeral Care

  1001 Hickory St Melbourne, FL 32901-1957

  
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  Ammen Family Cremation And Funeral Care

  1286 US Highway 1 Rockledge, FL 32955-2712

  

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:05/07/2025

  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.

  The business refused to let paternal family members in(who paid for the funeral) because the maternal side of the family did not want us at the funeral. This should never even be considered. All should be welcome and the ones that cant keep themselves calm asked to leave. No one should be told to leave on baseless claims of indifference. This business had no right telling family they couldnt grieve the loss of their loved one due to family quarrels. This should never be allowed. Familys all have problems. Mine is no different. There was no legal reason for this business to lock us out.

  Business Response

  Date: 05/13/2025

  We are deeply sorry for the loss of Mr. ******* and understand that grief, especially during times of family conflict, can be incredibly painful. On the day of the service, our team was contacted by the ************************** regarding a potential disturbance involving family members. With limited details, we consulted directly with the legal next of kinMr. Cordovas mother, ****** Cordovato ensure the service proceeded respectfully and without incident.
  At the mothers request and in her role as the person legally responsible for the arrangements, certain individuals were asked not to attend the service. While these decisions are never easy, we are obligated by law to follow the wishes of the next of kin. We recognize how difficult this experience has been and extend our sincere condolences to all who are grieving Mr. ******** passing.

• Initial Complaint

  Date:03/18/2025

  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.

  Hello, I am filing a complaint with the BBB because I used Omega Society for funeral services for my deceased loved one and they violated the terms of their contract with not providing due dates in writing of additional fees and demanding payments of said fees at once. On May 5th 2023, Omega Society violated the terms of their signed contract (CAOMS231454) by demanding additional monies owed at once. In the contract it states, Upon our giving you at least five (5) days prior written notice that any monies due under any such assignments) have not been paid to us as promised, we can require that any such unpaid amount(s) previously credited to your account be paid by you at ********** Society did not give five days prior written notice. An Omega Society employee sent a revised itemized list on May 5th 2023 with the additional fee added of $520 for a weekend funeral service. Omega Society demanded this amount be paid at once.I, ***** *****, made the payment and tried to contact the owners of Omega Society to resolve this issue. My requests for contact information of the owners were not answered.

  Business Response

  Date: 04/15/2025

  From: ***** ********* <********************************************************************************************>
  Sent: Friday, March 7, 2025 12:28 PM
  To: ****** ******* <**************************************************************************************************>
  Cc: *** ****** <******************************************************************************************>
  Subject: Re: [EXTERNAL] URGENT: Reminder BBB Complaint ********
  
  Good morning,
  
  I have previously responded to this complaint on 09/12/2023
  
  
  The family completed a contract for weekday burial services. When we contacted the cemetery to confirm service details, we were told the family had changed to a weekend burial service, which is an additional fee. We reached out to the family to confirm the service date and reminded them that weekend services have an additional fee which was previously discussed. We sent the family a revised contract with the weekend service fee and they made the additional payment. Ms. ***** was upset that we were requesting payment of the weekend service fee before / or on the day of the service. Our contract states
  
  
  The undersigned Buyer acknowledges that Buyer has the legal right to arrange the final services for the Deceased, and Buyer authorizes Omega Society ("Funeral Home") to furnish the services, merchandise and accommodations described in this Contract, and in consideration the Buyer promises to pay FUNERAL HOME the Balance Due set forth on the attached Statement of Funeral Goods and Services Selected (the "Statement of Goods& Services") in the amount of $3,867.00 and any items ordered subsequent to the execution of this Contract, on or before the date of the funeral service.
  
  
  I reached out to ******** and believed we had resolved the confusion.
  
  Please reach out if you have any other questions.
  
  Take care,
  
  
  
  
  ***** *********
  Director of Operations
  Tel: **************
  Cell: **************

• Initial Complaint

  Date:02/02/2025

  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.

  on October 4, 2024 at 2:25 PM. My mother passed away and was transported to Omega Society where within 72 hours I was supposed to cremate her and deliver her body to ************ without talking to my family. Also without talking to her attorney, ******* **** in Orange County in heat never let me grieve nor the emotional distress that he caused to help me to think correctly, and wasn't in my right mind to fill out any type of paperwork. I have a mental disorder and a disability which she took advantage of knowing the fact that I have a fascia and a developmental disability , according to the ADA **** he discriminated me and utilized my disability to profit him to donate my mother's body without permission

  Business Response

  Date: 02/05/2025

  Ms. ********* (the mother) is still with us here at Omega Society, she was not taken to ************* because the 2 adult sons did not sign the authorizations. We have been unable to reach them and have referred this case to the Orange County Public Administrator's office on January 31st. We are waiting on instructions of what to do since the family does not have the funds to pay for cremation.
  

  How do you recommend responding to her BBB complaint? She is understandably upset about her loss but he account of events is not accurate. 

  Business Response

  Date: 03/12/2025

  I do not have a response to the complaint as it is not factual. It has already been handled and turned over to the Orange County Public Administrator's office. 

   

  Ms. ********* (the mother) is still with us here at Omega Society, she was not taken to ************* because the 2 adult sons did not sign the authorizations. We have been unable to reach them and have referred this case to the Orange County Public Administrator's office on January 31st. We are waiting on instructions of what to do since the family does not have the funds to pay for cremation.
  
  

  Business Response

  Date: 03/19/2025

  I do not have a response to the complaint as it is not factual. It has already been handled and turned over to the Orange County Public Administrator's office. 
  
   
  
  Ms. ********* (the mother) is still with us here at Omega Society, she was not taken to ************* because the 2 adult sons did not sign the authorizations. We have been unable to reach them and have referred this case to the Orange County Public Administrator's office on January 31st. We are waiting on instructions of what to do since the family does not have the funds to pay for cremation.

• Initial Complaint

  Date:12/25/2024

  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.

  While making arrangements for the burial of a deceased family member, we agreed that the memorial gardens would not provide graveside "service set-up," which includes a tent, water, ice, etc. Prior to burial, I pre-paid the bill they sent me having assumed that the total amount they charged me was consistent with the services we agreed upon. As agreed, on the day of our family member's burial, the memorial gardens did not provide the the "service set-up" services. However, after later looking at the itemized bill, they had charged me for this "service set-up." I have tried to reconcile this line item directly with the business. Verbally, they agreed that this was a mistake and that the corporate office will be reimbursing me. However, after 8 months and many calls to the business, they still have not reimbursed me.

  Business Response

  Date: 01/07/2025

  Hello Ms. ********** We deeply regret to hear about your experience and sincerely apologize for any added stress during this time. Please know that we have been in contact with our accounting department to get this issue resolved as soon as possible. Thank you for bringing this to our attention, and again, our sincerest condolences for your loss.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22729993
  
  I am rejecting this response because: PLEASE REFUND THE AMOUNT OVER CHARGED FOR SERVICES NOT RECEIVED PRIOR TO THE DEAD LINE OF 1 YEAR. I WOULD APPRECIATE THE REFUND BY FEBRUARY 9, 2025,

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

  Business Response

  Date: 01/23/2025

  Hopefully with the check being issued on the 8th of ******** Ms. ********* should be receiving it at any time. Perhaps it may have already arrived and is in the mail.

  Business Response

  Date: 01/23/2025

  Date Sent: 1/23/2025 9:36:57 AM
  Hopefully with the check being issued on the 8th of ******** Ms. ********* should be receiving it at any time. Perhaps it may have already arrived and is in the mail.

• Initial Complaint

  Date:08/17/2024

  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.

  My brother was in a fatal motorcycle accident in January 2024. I contacted Baldwin Brothers to make pre-arrangements while he was still on life support. ******** helped & was lovely. Once my brother did die, everything was switched over to ******. We were in a unique situation because my brother died in ******* but all of the family flew in from ****************** to arrange things. We needed direct cremation. ****** was responding to my calls & texts until there was a problem. The shipment of my brothers remains was late (not their fault), but I contacted ****** & asked him to request a refund - we paid $250 for shipping & the **** cost was just under $100. He then indicated that they could send us the refund. Prior to this, we received the death ******************* had the wrong address for my brother on them. This was not fault of us, but of the funeral home. They submitted for corrected death certificates & said they would be sent to us.Several months I tried to recover the nearly $100 refund from ****** to no avail. I contacted ******** when he stopped responding to see if she could help. I did get a call from someone else who said they would look into it & call us back. I asked them to communicate directly with my Mother as she was the 1 who paid & it is her refund. They called my Mother & told her that there is a $100+ balance on the account due to having to correct the death certificates & refused to send us the refund. The funeral home/director made the mistake & then wanted to charge us for it? Additionally charging us 150% markup on shipping & not refunding us when the overnight package was late? This is unacceptable to us. This experience made this devastating event in our lives worse. We also didn't receive a certificate of cremation or any verification that the remains were actually ours.

  Customer Answer

  Date: 09/30/2024

  Someone from Baldwin Brothers contacted me & left a voicemail.  They asked for my brother's name so they could look up the account.  I called back, left them a message with his information & asked them to call me.  I've heard nothing ever since.

• Initial Complaint

  Date:08/14/2023

  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.

  Incomprehensively the experience received. I have tried numerous times numerous numbers and no one from the business has contacted me to address the issues.

  Business Response

  Date: 12/14/2023

  She did appreciate me calling her and taking the time to listen to her though. I promised to follow-up with her once I can speak to the current manager.

• Initial Complaint

  Date:12/16/2022

  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.

  I engage in a contract with Baldwin Brothers on 2021. My mother passed away on August 27, 2022, and her remains was taken to the island of St, Croix. I asked the funeral director, to send me a picture before she was send to the island. What I saw trouble me emesis, I told I didn't approve of her appearance. I asked we is the hair net that was provided. She told me not to worried, everything will be fixed. When the body was received by Divine Funeral Home, me niece intensify the body, was stun, she said grandma looks like a crazy woman. We paid Baldwin Brothers because of what we taught was going to be a great service but frankly I could have less money for the service we got. Divine funeral home safe the day and give my mother the dignity she deserves. Just look the before and after pictures

  Business Response

  Date: 01/04/2023

  Dear **************,
  
  We are so sorry for the loss of your mother and for your experience. It is our goal to serve every family we have the opportunity to service with compassion, empathy and care. We apologize if we did not meet your expectations and do feel a credit is warranted. Embalming/Preparing is a complicated process, and due to the circumstances presented, does not always result in the vision the family expected. We have served thousands of families over the years and strive to provide exceptional and genuine customer service for all of our families.
  
  Sincerely,
  
  Baldwin Brothers Management
  

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke to Ms. ****** your Funeral Director, about my mother's appearance, before her remains was send to the island of St.Croix, and your funeral service decided to do nothing.
  
  Now you're attributing her appearance with the embleming .
  Well then explain to me how Divine the receiving Funeral Home in the Island of St. Croix was able to accomplished the task.
  You speak about strive and empathy, and the you have served thousand of family. Proof it to me by showing those attributed to my family.
  I did my part by paying for a full service, and what I received was a lousy outcome.
  

  Customer Answer

  Date: 01/09/2023

  Her hair was not probably comb, she looked like homeless, even people that are homeless should be treated with empathy and respect.

  Customer Answer

  Date: 01/09/2023

  ***Document Attached***
  Baldwin Brothers *********************************************** implied that my late mother's appearance was because of the embalming. I am submitting and before and after pictures of my late mother.
  Baldwin did not complete the job, but ****** was able to complete it.
  See Attachment/File: ******* - before divine preparation

  Business Response

  Date: 01/16/2023

  In our original reply, we honored your desired resolution of receiving a credit and now consider this matter closed.  Thank you, Management