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Business Profile

Funeral Director

Klingner - Cope Family Funeral at Rivermont

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Funeral Director.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2024

    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.
    We bought and paid for our burial plans several years ago and and our head stones. In December 2023 my husband passed away and they did nor provide the complete service that was paid for.No family car. No line up and no family car. People as left behind because there was no line up and the driver and ****** took off and people got lost. We had our double head stone already set under the previous owners. I have tried for seven months to get my husband's ending dates placed on his headstone. First I was told they was not paid for however I provided paperwork that everything was paid for. They stated they would order the dates and yet to have done so. The grounds are unkept. I had to pull the weeds off his headstone. They will not mow the lawn. There is a big hole in his grave site like it's sinking in. They will not fill them in. I do know there is several other ****** that are sinking in and headstones that are also falling in. My husband and I have paid for 5 lots there and also paid for other family members to be buried there. The cemetery looks abandoned and not upkeep at all. I have two plots and one funeral paid for and I am not sure that it will remain there with the way things are going. I have reached out several times by phone, person, and email and just get excuses and nothing gets done.

    Business Response

    Date: 07/09/2024

    We offer the following response to Ms. ***** complaint.

    Ms. *** first alleges that upon Mr. ***** death, we did not provide full contracted services, noting there was no family car or lead car, and members of the procession got lost after the funeral. With regard to the family car, the family opted to not use a family car because the funeral home did not have a limo. Instead, the family used the credit from this service toward the payment of third party services. No family car was requested or paid for, but we do apologize for any confusion on this issue. Further, we understand that before leaving the church for the burial, the funeral director informed the family that they needed to stay close to the hearse in the procession, but that traffic patterns could interrupt the procession. In ***********, no company provides procession lead services, and separation can happen. 

    Ms. *** also contends that no date of death was placed on Mr. ***** memorial. Please note that the original contract did not include a date of death scroll. Nonetheless, we have agreed to provide a scroll at no cost to Ms. **** It was ordered on July 2, and we will notify Ms. *** when it is received.

    Ms. *** also states that the grounds are unkempt, look abandoned, and ****** are sinking in. I have attached photographs of the ***s' memorials and the grounds in general, all of which are well-kept.

    Please let me know if I can be of further assistance.

    Business Response

    Date: 07/10/2024

    By way of follow up, the estimated shipping date for the end date scroll is August 19, 2024, and Ms. *** is aware. We will let Ms. *** know when it arrives. Please let me know if there is anything else we can do to assist.

  • Initial Complaint

    Date:07/01/2024

    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.
    This is a cemetery and its in awful shape. The yard unkept weeds surrounding the ******. People are having trouble getting dates put on their headstones, ****** thats sinking in have holes in them. Headstones that have sunk in. One headstone has a big hole underneath it and its just a matter of time before it falls. I sent my story to KY3 and they reported that there has been a few complaints. A fallen officer cant even get his headstone placed. This was a beautiful place for your loved ones to be buried at and for the price they charge they should keep better grounds and mow the lawn. ****** need to be filled in. Also when you call the funeral home you just get excuse after excuses.

    Business Response

    Date: 07/08/2024

    In response to this complaint, our General Manager, *************************** emailed the complainant and explained that the grounds were mowed on July 1. Recent rains have slowed our grounds team down, but as of now, the mowing and trimming should be up to date.

    Further, please do let us know if there is a date of death scroll that needs to be ordered, and the names of specific ****** that *** need maintenance. We are reviewing the grounds to see if we can determine which ****** are mentioned by complainant, but if the complainant has specific ones in mind, that will help us address any concerns quickly.

    ****** can be reached at ************.

  • Initial Complaint

    Date:05/15/2024

    Type:Product 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.
    I purchased a marker from this H32**3432353837383430H home and they told me i would receive it by April but i still have not received anything. I haven&#**;t been able to receive communication from the business about the marker. They told me that i should receive it by 05/31/24.

    Business Response

    Date: 05/22/2024

    **************** signed a contract for the memorial on October 12, 2023. The final proofs were signed on February 13, 2024. The memorial was ordered in early April 2024. We have been informed that the estimated shipping date will be May 31, 2024, and we anticipate receiving it the following week. Once the memorial arrives, we will notify ****************, and we will forward to her a photograph showing installation.

    Due to the delay, as an accommodation, we ordered a complementary temporary marker for ****************' mother. It arrived today (May 22, 2024), and is being placed this afternoon. Will will forward a photograph showing placement once received.

    Please let me know if there is anything else I can do to assist.

    Business Response

    Date: 05/22/2024

    Attached is a photo of the temporary marker we placed today. Please let me know if you have any additional concerns.

    Customer Answer

    Date: 05/27/2024

    ******* **** placed a temporary marker in the graveyard. .  While, I appreciate their efforts for Memorial Day, I will not be satisfied until the final product is fully delivered and placed in the ground or all.monies paid are returned. 

    Business Response

    Date: 07/10/2024

    ****************** memorial has arrived. We have left a message for **************** asking for approval to place the memorial. Please let me know if there is anything else we can do to assist.

    Customer Answer

    Date: 07/20/2024

    The marker is now in place.  ****** and ****** apologized for the delay and tried to make things right by obtaining an appropriate marble-like cremation urn and holding a lovely graveside service.  For me and my family, this matter is now closed.   Thank you for your assistance.  I'm honestly not sure I would have received this apology without BBB's involvement with this vendor.    

  • Initial Complaint

    Date:05/02/2024

    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 father was buried at the Rivermonte location April 2023. His grave marker was paid in full at that time. One year later, his marker is still incomplete and my family keeps getting one excuse after another. This is not a special order or special circumstance, but standard procedure. They acknowledge it has been paid in full. We just want our father laid to rest properly and its incredibly sad and pathetic that a grieving family is still dealing with this a full year later. We have gone to the office in person, emailed, called, and texted. Numerous unprofessional responses and apologies. There seems to be no end in sight.

    Business Response

    Date: 05/03/2024

    Please see our response in the attachment above. Thank you.

Klingner - Cope Family Funeral at Rivermont is NOT a BBB Accredited Business.

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