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Business Profile

Funeral Director

Service Corporation International

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Funeral Director.

Complaints

This profile includes complaints for Service Corporation International's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 92 total complaints in the last 3 years.
    • 30 complaints closed in the last 12 months.

    If you've experienced an issue

    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:07/08/2024

      Type:Product 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.
      Forest Lawn - ******** ************************************** ************ Years ago, father purchased family burial plots. 1997, my sister also purchased a Forest Park 'pre-paid burial' contract - contract dated 9-15-1997. In 2023, she died,March 20, 2023 - contracted and PAID' for her burial in the family plot at ***********. - $ ***** Assisted by representatives, ***** *********, contracted for sister's burial, - one additional option - urn vault.Found sister's estate documents, *********** "Prearranged Funeral Merchandise and Services Purchase - dated 9-15-1997 On Feb 01, 2024, Friday, contacted *********** to speak with ***** ********* requesting a reimbursement. She located the original 'Prearranged' contract, and said she would speak with supervisor and return my call the next day (Friday). Feb 06, 2024 - NO return call, Again called *********** to speak with ***** *********. Told that "she no longer worked at ************Feb 07. Supervisor, ****** **** - Family Service Manager , contacted me.Talked about the issue, my understanding *********** would make me an appropriate adjustment.****** **** acknowledged the "Prearranged" contract and verified my contact information. Said I would receive a form by email requiring my notarized signature.. Feb 07, 2023 - Received email with form attachment. It stated that Forest Park would "Reimburse" the amount PAID on sister's ORIGINAL CONTRACT. Feb *******, - attempted to contact ****** ****, told NOT available. Feb 09, 2023, - called for ****** **** again . Again told "not available". Jun 18, 2024 - Filed complaint with ****************** - regulates 'pre-paid' burial contracts. ****** referred complaint back to cemetery .UPDATE: - Jul 03, 2024 - new representative called : - employee ****** **** - NOT employed now. - was told the original contract couldn't be completed 'because' a 'cremated' body - NOT a FULL body was buried ???

      Business Response

      Date: 07/18/2024

      Management has reached out and resolved the concern. 

    • Initial Complaint

      Date:06/15/2024

      Type:Billing 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.
      I decided in 10/2019 to have my husband buried at *********** Memorial in ********** . A salesperson named ***** ***** made the arrangements for my husband. I paid about $13,000 to have my husband buried there from his life insurance policy,I also purchased a headstone from *********** Memorial. ***** ***** took advantage of me during my grieving process and convinced me to pay a plot for myself beside my husband . I was 47 years old at the time. The plot was over $******* the years went by and the economy got bad it got harder for me to make payments as a single widow mother. I already paid $3200.00 plus dollars for the plot. I was told if I didnt continue to make payment my plot would be cancelled and my husbands headstone which is a double headstone that ***** convinced me to get will be removed which caused me distress. I was told this from non caring ***** ******* in the past. This is illegal you can touch someone headstone that is already paid for and this sounded racist to me because I am a black woman. Also I called the cemetery today 6/15/24 for assistance and I was talked to a rude and disrespectful way be ***** who answered she basically said she could not help me and hung up the phone. I recently lost my dad so I am also grieving his death. ****** the manager called me yesterday 6/14/24 and told me that she has to talk to someone to see if she can get the payments lowered because she dont want me to lose the $3200 that I already paid. I paid a payment of $61.63 today 6/15/24 by credit card and I have the receipt .I dont appreciate getting lied to and threatened that they will take down my husbands headstone that is paid for if I dont pay for my plot which I should not gotten at the time. I was there in 10/2019 to take care of my deceased husband only. I had nightmares last night that they were going to remove my husbands stone and how the family would feel about that especially my son. I wish I never had my husband buried there.

      Business Response

      Date: 06/23/2024

      Local Management is working with Ms. ***** ******** to get this looked into and resolved. 

    • Initial Complaint

      Date:06/03/2024

      Type:Order 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.
      My father was the owner of a double mausoleum crypt to be shared by himself and my brother. In 2019 when my brother passed away he paid for the opening and closing and crypt plate on his credit card. He then completed a preneed contract for the opening and closing and crypt plate for himself. His paid the contract in full in September of 2021. On May 22, 2024 he passed away. My brother met with a Rose Hill employee on 5/29/2024 and she demanded payment iao $1,062.17 for a drip tray for his casket. He was unaware this is always included in opening and closing as per our previous history with Rose Hill until myself and the funeral director advised him accordingly. I have 3 grandparents and my brother entombed at this mausoleum. If this is a new policy it would not impact or charge on a contract from 2019. Furthermore on 2 occasions Rose Hill stated they lost their records when digitizing them and only showed proof of payment for the opening/closing but not the crypt plate. Employee Patty confirmed with my mother and I that my brothers crypt plate was paid for and designed on their computer with my father and she would investigate why it had not been installed. My father reached out several times with no response. I found all proof of payment on 6/1/2024 and promptly called Rose Hill and gave them the specifics of the issues and requested a full refund for the drip tray and crypt plate installation as soon as possible. They said somebody would contact me shortly but still no response. All we want is a refund for the drip tray and the crypt plates to be installed per the contract. We have never had an issue until my father passed away. It was extremely rude to question my fathers preneed. The parent company SCI is intangled in a multitude of lawsuits all over the country. We only wish to honor my late fathers wishes. It is extremely sad that when somebody dies a company has the nerve to lie about what he paid for. Thankfully, he was extremely organized. Proof attached.

      Business Response

      Date: 06/07/2024

      Local Management has resolved this concern. 

      Customer Answer

      Date: 06/11/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  







       

    • Initial Complaint

      Date:05/13/2024

      Type:Product 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.
      I went to visit my parents grave at ********** cemetary for mothers day 05-12-24 when i got there the vase was missing from the head stone. I reached out to them the following day Monday 05-13-24 they informed me they do not replace them so after spending thousands and thousands to bury them there i get insult to injury they do not replace them.. so now i cannot leave flowers at the grave i also paid extra for the upkeep where they trim around it well that is not included. i feel that they really dont care about your loved ones . i want it replaced i paid for it and it got stolen under their watch now replace it

      Business Response

      Date: 06/06/2024

      Local Management has reached out and address the concern. 

    • Initial Complaint

      Date:03/29/2024

      Type:Billing 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 prepaid his funeral arrangements between 2014-2016 at Coral Ridge Funeral Home in Cape Coral, FL. The funeral home gave him a card to carry in his wallet stating the arrangements had been paid in full. In 2024 my father passed and when called to make arrangements I was notified that they did not have any record of my fathers prepayment. I showed them the card I had, the book that was given along with the price sheet and detailed worksheet with the amount paid but was told without a contract they couldn’t do anything about it. Since he paid over 7 years ago the bank could not access his payment in the system for proof that he paid. I was also told by the Naples Funeral Home owned by the same parent company that the card my father had are only given to people who paid in full. My father was lead to believe at the time of the prepayment the card was all that he needed. Nobody has been willing to help me. I have called Cape Coral numerous times, I have reported the complaint to the corporate office without a return phone call. My fathers arrangements are in naples but since he paid Cape Coral they can not do anything to help me. Now as the grieving family member I am being taken advantage of and being forced to pay double what my father paid back in 2014-2016. Please be aware when your family member is prepaying with this group because when it comes time to need it you will be paying all over again. When your family member is already at the location you really don’t have any other choice.

      I am extremely disappointed in the lack of professionalism and compassion that I have received when trying to deal with a mistake not made by me but the company that took advantage of my fathers trusting nature.

      Business Response

      Date: 04/16/2024

      Management has worked with family to help address concern. 

    • Initial Complaint

      Date:03/18/2024

      Type:Customer Service 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.
      On 10-17-2023 We filled out a Quitclaim Release and Transfer of interest in cemetery interment right. We were told at the time, the quitclaim would be filed and we would get a certificate of ownership or deed from Tarrant county. As of 3-18-2024, we have not received this deed. I have called on 1-11-2024 and Ronald ***** called back and said he sees all the paperwork and it is in order and that the deed must in in a locked area. He cannot get to it right now. He will call me back. No call back.
      I called 1-23-24 left message, no call back.
      Called 1-29-2024 left message, no call back.
      Called 2-7-2024 left message for funeral director or Ronald's supervisor, Melissa, to call me. No call back. Called 2-20-2024 Ronald answered. He said they have a new person working on this. He will check on the deed and call back this afternoon. No call back.
      Called 2-28-2024 left message , no call back.
      Called 3-1-2024 Ronald came to phone. Put me on hold to look. Came back and said he cannot find it. His manager would be back in an hour and he would call me back. No call back.
      Called 3-6-2024 left message for Ronald or supervisor to call me. No call back.
      Called 3-18-2024 left message for supervisor. At this point, I'm filing this complaint.

      I would like for Shannon **** **** to get this quitclaim filed and the certificate of ownership or deed to me right away.

      Business Response

      Date: 04/03/2024

      Local Management has reached out to Ms. Price and resolved concern. 

      Customer Answer

      Date: 04/09/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  





      My name is ****** not  *****.  

       

    • Initial Complaint

      Date:03/08/2024

      Type:Service or Repair 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.
      My mother ,her name *** **** *** , passed away on June 2023. I paid $2835.00 to Forest Hills Cemetery for interment.
      grave stone was there since 2005.
      My father passed away in 2008. He came from North Korea without any family members. He wanted to leave a mark in a foreign land, hoping someone could find him someday. he set up grave stone even before he pass away. when cemetery peoples open the grave they move it side then later they brought back at place.

      when my mother passed away last year ,the cemetery peoples move grave stone side away. but they did not brought back yet.
      last Thanksgiving time when I found problem I called the cemetery office and the lady who answered said that she will make a service order. I come back around Christmas time, the cemetery brought close to burial spot, however, it was separated into two pieces.

      The cemetery answered me in January this year, saying that they need $500 to put the headstone in the proper place. There was no payment required when my father passed away. Also, when I paid $2835 for my mother's internment, they did not mention anything about extra fees for these services. If such a service was mentioned during the initial contract signing, I would not have had any objections.

      I found a similar problem from internet review of the cemetery. However, in this review, the grave workers who provided assistance provided the services and there was no mention of extra fees needing to be paid.

      From this experience, I am making a complaint against Forest Hills Cemetery for their unprofessionalism and their bullying/extortion.

      Business Response

      Date: 04/12/2024

      Response on BBB # ******** – *** ***

       

      Management spoke with family and explained the resolution steps. Concern has been resolved at this time.  

       

      Thanks!

      Customer Answer

      Date: 04/12/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  







       

    • Initial Complaint

      Date:03/04/2024

      Type:Customer Service 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 mother) born 4/4/1928, passed away on 1/9/2023 and was interred at Star of David with a pre purchased grave. Harley (the salesperson who handled the transactions informed me that the headstone would go up within the first year. When I paid my respects in late January 2024, I noticed there was no headstone. The office person, Kim informed me that I had to speak with Harley and she would have him call me. After not receiving a call, I called him in mid February (he said he would look into it but never got back to me), and left a voicemail on February 20 (again no response). I spoke with him this past Friday, 3/1/2024. He said he would walk out to the grave and see if there was a headstone and get back to me by closing time (never did). I left a voicemail for him this morning around 9:30, with no response. When I called at 12:30and asked Kim to transfer me to her manage (Cade), She said Cade was out and she would leave him a message to call me as soon as possible..

      Business Response

      Date: 03/06/2024

      Management is now working with Mr. Mark ******* to resolve concern. 

    • Initial Complaint

      Date:02/29/2024

      Type:Billing 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.
      In Feb. 2021 my grandfather was interned at Laural Land Cemetery. They have a double plot, so the headstone was designed to have her information as well. My grandmother was suffering from dementia. I was present with when paperwork was signed and payment made. The first couple of times we went back, we could not find my grandfather's grave as it was unmarked. We were told there were delays due to COVID & it could take up to one year for the headstone to be placed. About 6-9 months ago there was still nothing. We spoke to manager who apologized stating the person responsible for ordering the headstone left & it had never been ordered. They agreed to put a temporary one in place & submit the order, but it may take 6 months for it to be placed. Fast forward & my grandmother passed away on 2.26.24. My grandmother has a life insurance policy that covers all the expenses. Right after meeting at the funeral home, we went to Laural Land to sign paperwork for the internment. The headstone was still not in place & the temporary was so faded it was illegible. We asked for a follow up on the headstone & was told that it had never been ordered & the manager we previously spoke to was no longer there. We asked to speak to a manager, but they were unavailable. We signed for internment & told them it would be filed under the life insurance. They agreed to follow up with the funeral home to file under the insurance. We left being told it would be taken care of. Turns out they waited over 24 hours to contact the funeral home. The life insurance claim was already submitted & were told we have 2 days to come up with $2500 for her internment. Management called today & said they can offer a discount & proceed with ordering the headstone, but a refund would go to her estate and would take about 30 days (& she has no will). So now we still have to come up with $1500 by tomorrow. The mishandling of this staff is unbelievable.

      Business Response

      Date: 03/12/2024

      Local Management has addressed this concern with Ms. *****. 

    • Initial Complaint

      Date:02/26/2024

      Type:Customer Service 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.
      Hello, thank you for reviewing.

      Here is a summary - which is similar with the summary I provided to management at the business multiple times but did not get a response for. Further detail is attached in supporting documents. The business continues to get both the dates of death wrong, but also the color of the memorial wrong even after multiple attempts by the family to correct it and they have been trying to gain a signature from the family agreeing to pay more than $7,000 on incorrect documents / order. Management will not respond.

      As my aunt is already buried there, there is really no way to take our business elsewhere, and so
      I am really not sure what a potential outcome could be from making a complaint here but honestly, we are sad at the death of our loved ones, and we just want them to be honored appropriately and we just aren't getting any responses when I think it's the Funeral coordinator and directors' chance to shine right now. We don't have any other options. I am looking for contact from the business, for them to finish the job and get the memorials correct, and a discount in acknowledgement of the trouble we have had here.

      Thanks for taking the time to read this and for any insight you have.

      Kate ***

      Business Response

      Date: 04/02/2024

      Hello,

       

      Response on BBB # ******** – Kate ***

       

      Management spoke with Ms. *** and explained the process. Concern has been resolved at this time.  

       

      Thanks!

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