Complaints

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:12/27/2023

  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.

  Funeral home has been caught in multiple lies about charges and payments. We were also told our Dad had paid $4,000 to them and that would cover cremation. When we were signing the contract we asked about the $4k and they said sorry that was a mistake. Theres no money. Before insurance money cleared the cemetery service demanded a $420 down payment to lock in August ***** which they later said was to lock in prices before price increases that never happened. We were told the life insurance money cleared and we were paid in full, but I have been receiving delinquent statements from the cemetery since October 2023, a month after we were told our balance was paid. I have filed many complaints with ***, *****, *****, and *******. No one ever calls me back. *** has consistently reassured me that we are paid and has instructed me multiple times to ignore the invoices. I called the creditor office and they informed me the account will soon be handed over to collections. I am also owed a refund of more than $650 for services we cancelled but were still charged for. The creditor confirmed the only payment ever made was the $420 I paid as a down payment. I have tried for 4 months to resolve this with Covington but they have been completely unhelpful and giving me harmful advice. Im at a loss of what to do and feeling defeated.

  Business Response

  Date: 12/27/2023

  As far as the original amount discussed of the $4000 dollar insurance payment is concerned, once we called the insurance company who those monies were held through, we were told he quit paying on the policy and it had lapsed, therefore, there were no monies to pay for his services at the time of need. 

  I am working on a refund for $648.53, for services cancled on the funeral home side of things. These refunds are processed through our corporate offices. I have checked again today, and they were requesting additional information. I have sent it as of 8:20 this morning, and a refund WILL be issued. 

  Customer Answer

  Date: 12/27/2023

   I am rejecting this response because: it does not address the biggest issue that there is a delinquent account with ********************************************* Cemetery in the amount of $7,942.99 that *** and ***** keep assuring me is paid, and have been advising me to ignore the invoices. I called the ************* on the invoice and they informed me the account will soon go to collections. Where is the $7,942.99 that we paid in full in September? 
  

  Customer Answer

  Date: 12/27/2023

  Hello Skylar,
  
  Thank you for handling my BBB complaint against Covington Memorial. I wanted to add this most recent delinquent statement to my file. I couldnt find a place to add it after the first submission. 
  
  This is the biggest issue and currently time sensitive (because its on the verge of going to collections and for 4 months Covington has advised me to ignore the statements).
  
  This issue was completely ignored in their response. 
  
  Regards,
  *************************
  ************
  

  
  

  Business Response

  Date: 12/27/2023

  The account at the cemetery is not delinquent. I have called the number you left a message from yesterday and left you a voicemail today, to explain there is no delinquent account on the cemetery or the funeral home side. There is no balance due, and it will not be going to collections. 

  Customer Answer

  Date: 12/27/2023

   I am rejecting this response because: at 2:58pm on December 27 I called the ************* sending the invoices on behalf of Covington Memorial Cemetery at ************. They confirmed I still have an outstanding total balance of $7,942.99 with a past due amount of $1,985.76 since invoices began arriving in September. *** and ***** both were made aware of this issue and gave me the same response from Sept-Dec: "You're not delinquent. Ignore the invoices." The ************* asked me to process a payment today and I declined. I have a video recording of the phone call.
  
  These services have not even been rendered, as my Dad remains are still in my home because ***** went on vacation immediately after we paid the entire balance to the funeral home, and as a result we cannot bury my Dad until April. So not only am I getting false information, the services have not even been provided yet!
  
  
  

  Business Response

  Date: 01/04/2024

  I have attached the check register showing that the refund was issued to *******************, and showing the payment to the cemetery. 

  I spoke to the collections department and they confirmed all collections attempts would cease.