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:10/28/2022

  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.

  On 10/27/2022, an item of mail using cute, cloying "handwriting font" (to look like a legit piece of personal correspondence...NOPE!) with return address **** ******** Road, Dallas, TX XXXXX arrived addressed to "The ******* ** ******* Family." On multiple occasions, we've marked items from this address (that we've reverse searched without opening and traced to RESTLAND FUNERAL HOME of DALLAS, TX) REFUSED. RETURN TO SENDER. CEASE and DESIST SENDING THESE UNWANTED, UNNEEDED, UNSOLICITED MAILINGS. "Restland" on "Restland Road" has REFUSED to comply with our requests. We have NEVER had ANY BUSINESS DEALINGS AND HAVE NEVER INITIATED ANY CONTACT WITH "RESTLAND" FOR ANY REASON WHATSOEVER. We will NEVER do ANY business with them! We don't even live in Dallas!!!!
  
  It is TASTELESS, GHOULISH, EVIL, and INAPPROPRIATE to brandish my loved one's FULL NAME all over your damned, unwanted marketing mailing. There is NO WAY IN ****, HEAVEN, OR EARTH we would EVER attend your FREAKING LUNCHEON AND DEATH SEMINAR! We're in a middle of a global pandemic for God's ****, you IDIOTS!!! We haven't eaten out in over two and a half years since this hellscape started, you FOOLS, and even if I were to have a deathwish to eat out, it SURE AS **** WOULDN'T BE WITH YOU AT YOUR MARKETING EVENT FOR DEATH. NOBODY IN THEIR RIGHT MINDS NEEDS A "FREE" MEAL THAT BADLY!!!!
  
  Furthermore, you FILTHY, SATANIC, DEATHMONGERING GHOULS, my family has lost two extremely important close friends recently. We DIDN'T NEED YOUR TASTELESS, TRASHY, DISRESPECTFUL MAILING.
  
  Also, the timing of your UNWANTED, REPEATED, ONGOING TRASH MAILING seems to be more than coincidental with Halloween, Samhaim, All Saints, Dia de los Muertos approaching. IN THE NAME OF ***** ****** AND BY THE BLOOD OF ***** ****** WE COMMAND YOU TO STOP ANY AND ALL MAILINGS TO OUR HOMES IMMEDIATELY. WE BIND UP, REJECT, RENDER NULL AND VOID, AND SEND ALL YOUR EVIL, DEATH, AND ILL WILL TO ***** TO DISPOSE OF AND DESTROY AS HE SEES FIT.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Good afternoon and please accept my sincere apologies for the information sent to you. I have taken the steps to ensure that your name and address have been added to our Do Not Call List.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes, they'd better NOT EVER call us, but this is beyond being on their "do not call" list... They need to REMOVE US FROM THEIR MAILING LIST. Also, their "partners"/affiliates/associates (whether official or de facto) including, but not limited to "Smart Cremations" need to cease and desist with any and all contact, including mailings. I've tracked them down to a business in a building at the address I provided. I also demand to know WHERE did Restland obtain my family's names and addresses? I need full names and contact information for that entity and Restland needs to contact their source(s) and also inform them in no uncertain terms that they are to remove our information and cease any and all targeting, mailings, contact IMMEDIATELY. Whatever databases, lists, etc. WE DON'T WANT YOUR GHOULISH JUNKMAIL. STOP ABUSING OUR INFORMATION AND TAKING OUR NAMES IN VAIN.
  
  
  Business Response /* (4000, 9, 2022/11/03) */
  Once again, I do apologize and I have made the necessary communication to have you placed on our Do Not Call list.....this will include any type of communication from Restland and Smart Cremation.
  
  Thanks
  
  
  Consumer Response /* (4200, 11, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Does the "Do not CALL list" ALSO include "Do not MAIL"???????? I need to see this IN WRITING that this whole demonic, ghoulish, sick outfit, Restland, Smart Cremations, and any and ALL of its affiliates and minions NEVER SEND US ANY OF THEIR MARKETING MAILINGS OR ANYTHING ELSE AGAIN! Also, you need to contact your source, vendor, data-miner or whatever, wherever you got our names and addresses. Go ash yourself, your mother, your grandmother, your wife, you sick freaks! (after you stuff yourselves with fatty, disguisting ****** ***** Barbecue of course! or get covid from superspreading!)
  
  
  Business Response /* (4000, 13, 2022/11/07) */
  In both of my previous responses I have replied to your complaint in a professional manner and I have conveyed to you my sincere condolences for the mailing from the very beginning. I have advised you that I have taken the necessary steps to prevent mailouts and future communication to you going forward. Once again, I apologize for the feelings this has conveyed to you. I will not continue to go back and forth on this issue. Whether the BBB considers this complaint closed or not, I will not reply to any further messages on this complaint.
  
  Thank you and have a great day.

• Initial Complaint

  Date:08/19/2022

  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.

  We lost our baby daughter on April 13th. We chose Restland specifically because we had heard good things & decided to have our daughter cremated here. We chose VERY WRONG! When picking up my daughter's ashes, my boyfriend also brought documents given to him about her cremation home, he waited for me before he went through them. I went through them and found that that had given us information on an elderly woman & NOT our daughter. In a state of complete shock I went up and returned those documents. I was lead down the hall, through two funerals taking place, to the place where they cremated my daughter, to meet the man that cremated my daughter. He said he was "so sorry" & said these are the correct documents & then locked the door. The same elderly woman's documents were STILL in with my daughter's. We have been waiting to receive our baby daughter's death certificate since April. It has been 4 months! I have called every day for the past week & asked that the manager Derick call me back, he never did. Finally yesterday 8/18 I got him on the phone. He decided to get loud with me & tell me that it is the state's fault for the delay and not there's. He said that they "corrected their error that they made" (meaning giving us the wrong documents). He said that he doesn't know why it is taking so long. I called and spoke to the state & found out Restland caused the delay. Magically, her death certificate appeared overnight. I went up there to pick it up & there is WRONG information on her death certificate!!! Including the time she was delivered!!! I am BEYOND upset and blown away that a company & people in this line of work have ABSOLUTELY no care & are allowed to do this to people who are grieving. We just lost our baby....how dare you!!
  They just keep adding insult to injury over and over again. I am waiting on a call from the manager Derick to tell me how they will "correct this error." Derick called & blamed the state & the doctor. I want owner to contact me!!!

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */
  First and most important please accept my sincerest condolences on the loss of your daughter. In reviewing your complaint I will go through each issue and offer the facts and explanations to you in hopes of a better understanding of the process.
  
  The release of the incorrect documents to you on a different deceased is purely accidental and for that, I take ownership of that mistake and will address accordingly with our staff. I also, once again offer my sincerest apology for this mistake as it was truly human error. I can assure you that there was no malicious intent involved in this mistake.
  
  It is described that you were led down the hall and through two funerals taking place to where the cremation of your daughter was performed. I would like to explain that the hallway that you were led down in order to access our care center where the cremation took place is a public hallway. On one side of the hallway is our funeral chapel and on the other side of the hallway are several rooms. It is common for foot traffic to go through this hallway daily and NOT enter or interrupt any funeral service that may be happening in our chapel. Basically, this hallway goes through the middle of our building and connects our entrances. In order to go through a funeral service you would have to actually enter our chapel through one of its doors. Please clarify if this is the case.
  
  It is mentioned that the individual that cremated your daughter stated he was "so sorry" and said "these are the correct documents". Once again, I want to stress my apologies to you for this human error and assure you that I will address this issue. However, can you please clarify something so that I can gain a better understanding? Were you in fact given the correct documents for your daughter? And if so, did they just simply not retrieve from you the incorrect documents?
  
  In reference to the door being locked. I would like to explain that the building that we perform cremations in, also referred to as our Care Center is a building that is not accessible to the public. For various reasons obviously, but only employees have access to this building. With the level of integrity and out of respect to our trusted families that have loved ones in our care, every door on this building locks automatically when closed and is only accessible via codes.
  
  In reference to the death certificate. I would like to point out that upon each call you have made to Restland, it is my understanding that you have spoken with someone that is involved in the process of death certificate entry and processing. I acknowledge that you did speak with Deric on August 18, 2022. In the presence of two witnesses, Deric explained to you on the phone that the incorrect information that was entered on the death certificate was at the fault of the delivering doctor. It was also explained that Restland does not have access to the medical fields of entry on the death certificate which means that Restland could not have made the incorrect entry as the only individual that can enter information in this area of the death certificate is in fact the doctor. This does not place blame on anyone however it does conclude the fact that Restland cannot and did not enter the incorrect information on the certificate.
  
  At the time of this conversation on August 18, 2022 Deric states that he does not know why the state is taking so long to get the certificate back to Restland so we can release to you. Deric is just being transparent in his comment. He also promised to look into this matter, seek answers and provide you updates as they come available. You mention that you spoke with the state and the state advises you that Restland caused this delay. Can you please elaborate and give me information on the cause of the delay that the state may have provided? I ask this because when filing a fetal death certificate, the funeral home and funeral director has very little input on the entry of information. Once the funeral home enters their information, the process then becomes the responsibility of the doctor to complete the death certificate.
  In reference to the death certificate being incorrect and once again, the funeral home does not enter the time of delivery on the certificate....the physician enters this info. Once the incorrect info is entered, it is up to the physician to correct that info as the funeral home has no access to that part of the process. At this point in time, we have learned that the doctor was able to edit and correct the delivery time. However, we have also learned that the neither the doctor nor funeral home can correct the birthplace of the mother remotely. The process now is for the funeral home to request the state to change the place of birth on their level and we have made that request. With that said, we are once again at the mercy of the state to make this correction. Once we have knowledge that this correction has been made we will go in person and obtain the corrected copies from Dallas County and we will deliver these to you.
  
  In closing I would like to echo the conversation that was between you and our owner and that is we are truly doing everything that we can to remedy this situation and we sincerely apologize for the mistake on the documents and I can assure you that we do care and once we get the corrected death certificate from the physician, we will deliver.