Complaints

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• Initial Complaint

  Date:08/19/2023

  Type:Billing 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 husband ************************ passed away and funeral was on Sunday August 12, 2023. ************************ We payed the requested amount to Mrs ****************** in addition with the fee of $787 for *************** We have all the paper work to show that. On Friday afternoon when we call Mrs ********************** to confirm the service on Sunday. She told us the service is scheduled on Monday and told me there is no way it will happen on Sunday and hange up. At the time of the sorrow she wasn't even sympthaising and willing to help at all. Then my church priest contacted her and after a few back and forth she ask for an additional $500 dollar to make it happen. As we were desperate we paid an additional $500.Which is charging us twice against the agreed amount. Very unethical and wrong doing .

  Business Response

  Date: 08/21/2023

  In response to this complaint, I have a called on my answering service from the Pastor an **** requesting me to change the date of the service.   This called was after hours.  I inform the Pastor and **** who she said was a daughter, that I had already order everything from the vendors and it would probably be a problem.  I ask if they were sure, and the Pastor said let me double check with everyone and give me a call you back in five minutes.   The Pastor call back and said everyone wanted Monday.   So, I changed all services from Sunday until Monday. This was Thursday evening.  I did not hear anything from the family until 2 pm on the following Saturday.  The daughter call and ask to change time from 4 to 5 pm drop off at the church.    I was confused no one had informed the funeral home that the service had been change back to Sunday.   Therefore, it was late on Saturday evening and all my vendors were closed for the weekend.  I was very upset because the Pastor or **** did not call the funeral home to let us know.    So, I started called the vendors on their emergency hotline to see if they could be available Sunday instead of Monday.    ***************** informs me that it will be a extras $500 dollars for a last-minute change. (The Pastor was on 3 way with me and the vault company when they said it would be extra) So therefore I pass that expense on to the family.  Yes, the family did pay on the contract a overtime fee for my employees to work on Sunday.  But the second $500 dollar fee was me to pay the ************* for their last-minute change.  It appears that one sister or the Pastor was not communicating.   I really do not appreciate this negative review.   This was not the funeral home fault.   I do have proof of the phone call on my answering service for Sandra Clark from **** her phone number she called from ***********.  It states caller wants to change the service from Sunday to Monday. Also wants to change the church to Debre Mankiret ***************************************** *************************************   So I want a apology and the negative review taken down.

  Customer Answer

  Date: 08/21/2023

  I am rejecting this response because:   

  please read the attachement 

  Business Response

  Date: 08/22/2023

  For some reason the daughter does not understand the charges     She was charge for a overtime Sunday fee for the funeral  originally.    The second fee which she does not want to understand was from ******** vault company for last minute change to take vault to cemetry on Sunday instead of monday.    All vault companies charged a separate overtime fee which is totally different from fuberal home fee:   This is my last time responding, because she cant see it two separate fees.    I do not own the vault company.     What sad about the vault  fee is the minister was on 3 way call with me when the vault company said it was additional fee.     She just refuse to comprehend that.  I know she grieving but my firm or myself should not put in the dog house because she refuse to see the facts.Again I am sorry for her loss and praying for her.

  Customer Answer

  Date: 08/22/2023

  I am rejecting this response because:    Because i alrady paid Mrs ****************** an overtime fee. And She never explained anything . She was very rude and didn't even want to talk to us. 

  If she is not refunding the money , she will have my blessings to keep it but, I need a letter of apology from her written to me and mailed and to the ********* community edir for treating us like a dog. She wouldn't even talk to us . She hang up on me . What kind of business collect the money and wouldn't address the issue ? I was begging Mrs. ****************** just to try ...all i said was " PLease tell me you can try" her answer was " Good bye".  

  Very un professional. Very rude.