Complaints

This profile includes complaints for The Kensico Cemetery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Kensico Cemetery

  273 Lakeview Ave Valhalla, NY 10595-1617

  
• 

  The Kensico Cemetery

  PO Box 7 Valhalla, NY 10595-0007

  

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:10/18/2024

  Type:Sales and Advertising 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.

  My mother, ***** *********, purchased a cemetery plot in 2005 from Kensico Cemetery for the amount of $1,500. For declining health reasons, she moved from *********** to *********** to assisted living facilities for past eight years. She died August 16, 2024 and was buried locally. Ive been pursuing a plot buyback since April 2024, but with no resolve. Ive contacted cemetery numerous times by phone and email.

  Business Response

  Date: 11/01/2024

  Kensico processes buyback requests in the order they are received.  Unfortunately, Kensico has been experiences delays associated with new software such that older requests than the subject request have not yet been processed.  Nevertheless, in light of this complaint,Kensico is processing this request on an expedited basis and has forwarded necessary paperwork to *** ***** for execution and return.  At this time, Kensico is awaiting a necessary release of interest document from *** ******* brother, who resides in *********, *******  Upon receipt, the buyback process will proceed.

  Customer Answer

  Date: 11/04/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/17/2023

  Type:Customer Service 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 purchased a $3 thousand dollar cemetery plot two years ago when I lived in ** , I now live in ******** and dont plan on using that plot purchase when I pass on. I requested to sell back to the cemetery in November of 2022 and it was approved. I completed all the paperwork and sent the documents over in February of 2023 and I was in communication with *************************** who handles this type of request. I have tried several times by phone and email to find out when my refund will be sent out to me and Ive received no information , nor a check for $3 thousand dollars. I have not been told when the actual date of when the check will be disbursed, this cemetery is a well run business; how can you not have this information at your fingertips. When I purchased the plot 2 years ago , the cemetery gave me a timeline to have all the paperwork and payment in and I met that request; I should get the same courtesy back, and Im not.I have called this company and no one answers their phones and if I do get someone no one tries to assist me in providing me information on my refund. I get a runaround , This is poor business practices. I would like my money returned as soon as possible.

  Business Response

  Date: 05/26/2023

  The Kensico Cemetery appreciates the opportunity to respond to the issue raised by this complaint.  Kensico and its employees are committed to a high standard of excellence consistent with our 134-year tradition of exception service and care.  We strive to provide a positive customer service experience for every lot owner, their family members and the many visitors to the cemeterys beautiful grounds.  Of course, record keeping is very important to a business such as Kensico, as our records must be maintained in perpetuity.  As a result, buying back a lot from a lot owner is a document intensive exercise requiring several different steps and double checking to ensure that all actions are consistent with statutory and regulatory requirements. Further, as Not-for-****************** under ******** Law, Kensico must ensure that it upholds its fiduciary obligations to its many lot owners.  Processing of requests to buyback cemetery lots is traditionally a process that is completed within weeks or months and is completed in sequence with the many other requests received by Kensico. This process has been complicated by a challenging months long conversion to new cemetery management software that Kensico is still in the process of resolving.  In light of the issues raised by the complainant, the Kensico expedited the process and the check wish issued earlier this week.

  Customer Answer

  Date: 05/30/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************