Business Profile

Funeral Director

Service Corporation International

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Complaints

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

Customer Complaints Summary

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

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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:02/14/2024
Type:Product 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.
We had made arrangements with Woodlawn Funeral for a terminally ill family member, including setting up prepaid services. Unfortunately, our family member passed away before the first payment was processed. As a result, we had to organize the funeral and cover all costs in full, which turned out to be an extremely challenging process. We encountered difficulties due to Woodlawn's lack of accommodation for our cultural differences and faced numerous restrictions that made the experience uncomfortable. Additionally, the pricing package lacked transparency, and unexpected fees were added towards the end.After the funeral service was completed and everything had been paid in full, we were surprised to find that on 1/5/24, we were charged $126.90 as part of the previously set up payment plan. Despite contacting ****, our customer ********************** representative, on 1/8/24 and requesting to stop the auto draft and receive a refund as we had already paid everything in full, we were informed that our issue had been escalated to the corporate office. After speaking with the manager and being assured that they would investigate and provide an update, we have not received any further communication or a refund for over a month. To our dismay, on 2/5/24, we were charged another $126.90 through an auto draft. Despite continued attempts to contact our customer representative, we have not received the refund or been given any indication of when to expect it.
Business Response
Date: 04/16/2024
Hello,

21290706 - ************************* has worked with the family and provided refund.

Thanks!
Customer Answer
Date: 04/18/2024
[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:01/25/2024
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.
I am writing to express my deep disappointment and frustration with the handling of my loved one's remains. As I type this, neither funeral home knows where my loved one is located at this very moment. The lack of communication, accountability, and compassion during this challenging time has been utterly disheartening. Our family entrusted ********************************* Home, where my loved one had prearranged plans, to coordinate with ******* ************************************ for the transportation of my loved ones remains from ******* to *******. However, the experience has been marred by a complete breakdown in communication and responsibility between ********** and ******* ************************************. Despite numerous attempts to seek clarity and guidance, both funeral homes have consistently passed the responsibility onto each other, leaving my family in the dark about the progress of the transportation and funeral arrangements. My visit to ******* ************************************ in *********, Ga was met with dismissive behavior, adding to the distress of an already painful situation. The lack of responsiveness and disregard for our concerns in unacceptable. This experience has been a profound letdown, and I implore the senior officials responsible for operations to address these serious shortcomings in service. Families entrust you during their most vulnerable moments, and the current lack of empathy and accountability falls far below the standards expected in the funeral industry. I urge you to investigate this matter thoroughly, rectify the communication breakdowns, and ensure that other families are spared from the distress we have endured.
Business Response
Date: 02/29/2024

Management has repeatedly tried to reach out to Ms. ****** ****** for further assistance to no avail.

***** ********

Senior Client Support Specialist

O ************

1929 ***** Parkway

*******, ** 77019
Initial Complaint
Date:01/10/2024
Type:Service or Repair 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 mother passed away on 10/26/2022. We used Sunset Memorial Gardens in ******* for the cemetery/burial on 11/12/2022.On 10/29/2022, we paid $16,419.20 for the cemetery plot and grave marker (Contract # ************ File Folder # *********). We were not contacted until August 2023 (over 9 months later) to finalize the design for grave marker. Since then, ****** ****** and her coworker, ***** have been dragging their feet on getting this done. On November 10th 2023 (3 months later), they finally sent a proof to my brother, but it needed corrections - among other changes, they misspelled the word husband (it says HUDBAND). As of January 7th 2024 (another 2 months), we are STILL waiting on a corrected proof to finalize the design for the grave marker. Nobody picks up the phone or returns phone calls. On the rare occasion that contact is made, all we get are excuses - somebody is out sick or on vacation. We have had enough of this nonsense. We paid over $16K over 14 months ago. This is UNACCEPTABLE. Somebody needs to CONTACT us and FINISH THE ****
Business Response
Date: 01/17/2024
Local Management is working with family to get this concern resolved.
Initial Complaint
Date:01/02/2024
Type:Service or Repair 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.
Date of Transaction 10/25/2022
Amount $8,766.90 ******** * ************
Purchased Memorial Headstone for my deceased Husband
**** ****** has yet to receive or install the headstone nor when I call are they able to give me any status info on the monument. We are coming up on the 2nd year memorial of my husband's passing and still no memorial headstone nor anyone able to give me a status on when it will be ready and installed. I was told when purchased it would take a year to receive. It has been a year and 2 months. I was initially working with Ahn, then transferred to Emily without my knowledge.
Business Response
Date: 01/03/2024
Local Management has reached out to Ms. ******* and is working to resolve concern.
Initial Complaint
Date:12/17/2023
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 head stone for my mother, ******** ****** the first week of October. The gentleman I worked with at Lakeside Memorial Park, 10301 NW 25th Street Miami, FL 33172 , ************ left to fight in the Israel war. This is an admirable thing he has done. I called Lakeside and spoke to a young lady who said I should call their sister property ********* ****** ******** ******* at ***** ************ ******** ******** ************, and ask for Mathew. I left 2 messages for Mathew which were not returned. On my third attempt I spoke to Mathew and he assured me he would look into it and call me back. He never has. I called back Lakeside. Asked who the manager was and left a message for him. The woman I spoke with assured me he would return my call. He never called back. Frustrated, I called their corporate headquarters, ******* *********** ************** **** ***** ******** ******** ** ***** ***** ******** . I spoke with a woman there who assured me they take customer service very seriously and while we were on the phone she typed out an email to someone she assured me would call me back. No one ever did. At this point enough is enough. Hopefully this action will finally get my mom her gravestone which was paid for the first week of October.
Business Response
Date: 01/12/2024
Local Management has been working with Mr. ******* to get this concern completed and resolved.
Customer Answer
Date: 01/12/2024
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:12/13/2023
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.
I inherited part of a family plot. This plot already has a headstone placed on it. I called and visited the business to discuss how to remove the place marker and figure out both how to sell the plot as well as how to prevent the person who's name is there from being buried there (this person DOES NOT OWN THE PLOT and is a former spouse with no rights to the plot per the legal documentation I have). I have left in person messages as well as phone messages and have not received a single reply regarding my new ownership of the plot. This business has gone no contact on all messages I have given.
Business Response
Date: 12/29/2023
Local Management is working with Ms. ***** on a resolution.
Initial Complaint
Date:12/05/2023
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.
I opened a contract through the funeral home for a burial plot next to my wife in July of 2023.
In September 2023 I made a payment online in full to pay off my remaining balance. The full amount was deducted from my account on September 11th 2023.
It’s been nearly 3 months and when I log into the account online it still show my full balance due.
I’ve called the cemetery multiple times and am yet to see any update to the balance.
I have no idea if my burial plot will be given to someone else.
This company is running a scam, but I’m not stopping here.
Business Response
Date: 12/19/2023
Local Management is working with Mr. ***** to get the deed to him.
Initial Complaint
Date:12/01/2023
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 memorial marker on Mar 2022, from ************************************************, to be installed at another cemetery, where our loved one is buried. The order was for a new marker, removal of existing marker and install of new marker.The marker draft was incorrect, it did not match the order form. After many requests for correction, and months later, we were connected with the marker team directly who made the corrections.After the marker was made and shipped, it was "lost". The initial employee who helped me, ******, avoided my calls and emails. Every other employee I spoke with told me that ******* Crown Hill is unable to install markers at another cemetery, and thus the marker should be at that cemetery. The marker was not in that cemetery. There is no record of delivery or attempts.The order form had the marker removal and install included. I was referred back to ******, who again was *************** was not until I went in person that I was referred to a manager. The manager, ******, located the marker and sent me picture proof that it was in their possession. I sent a copy of the signed order form with the install included, he agreed to help schedule the install. That was in Aug 2023.I reached out to ****** again on Nov 14th, he again agreed to get the install scheduled. It is now Nov 30th, and ****** has not replied to my multiple attempts for an update or picture proof that the marker is still in their possession and in good condition.I paid for a product and service that has remained unfulfilled after nearly two years. My requests for help and updates have fallen on deaf ears. I have called the funeral home several times and asked to be connected with ANYBODY else that can help. I have been told multiple times that ****** is the only one that can help, and that I should just keep trying.I can keep trying, but I will continue hitting dead ends until someone in the company with accountability and integrity is willing to help.
Business Response
Date: 12/01/2023
Management is working with Ms. ***** and the third-party cemetery to have the headstone installed promptly.
Customer Answer
Date: 12/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I have asked management to give me a specific time frame on when the memorial would be installed and they have not provided me with a time frame. They claim they have no control over the schedule as they hire a third company to install. I've asked if they could speak to someone in that company who could provide a time frame. They said they cannot because that company is busy and we just have to wait to see when they can fit us in.
As of today the memorial has not been installed. My complaint will remain open until the installation has been physically completed, as this is the third time since August that I've been assured that the installation is scheduled without real intention to follow through.

Regards,
******** Baray

Business Response
Date: 07/01/2024
Baray ******** - The work is completed and the new marker install is done.
Customer Answer
Date: 07/01/2024
[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:03/19/2023
Type:Customer Service Issues
Status:
UnresolvedMore 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.
2 adjacent burial sites were purchased in 2008 at Palms-Robarts Memorial Park in Sarasota, FL, owned by SCI Funeral Services of Florida LLC – Palms Robarts, Florida License *******. Burials were in 2008, 2018, and 2022. For 14 years, my family has struggled with unresolved contract issues – most intensely for the past 3 years, having spoken with sales people, admin staff, managers, and the general manager (GM). Staff turnover has meant no one person is aware of our history; SCI’s files are incomplete and incorrect. In July 2021 the GM pledged to make things right, aware I was moving out of Florida in 8 months and trips back to Sarasota are costly. In July 2022 he wrote “I will see this through on my end.” No progress and, by December 2022, I asked him to step away. The issues are many: (1) a pledge by the sales person in 2008 to construct a short path to the grave site, to accommodate our mother’s wheelchair; (2) a pledge to install ground-level markers; (3) excess charges acknowledged but not yet reimbursed; (4) unapproved and incorrectly engraved monument; (5) referrals to multiple inexperienced engravers and monument designers; (6) ordering the wrong casket; (7) allowing the ground around one burial site to sink hazardly; (8) being aware of the high water table (even for Florida):witness a family casket lowered into a grave half-full of water; it tips at least 10 degrees (as did its contents…), it was pulled out and held swaying above the open grave while grounds staff rush for a pump to dewater the hole – the GM said the high water table is an inevitable consequence of the location of the cemetery! I request contact from an SCI rep outside Florida, with first goal to replace the monument, something I asked for in September 2022, to which the GM replied “Let me see what our time frame of a replacement would be.” He did not follow up. After SCI corrects errors, the credits will be tallied, paid out, and all donated to charity
Business Response
Date: 04/06/2023
Senior Management has been and is working with *** **** **** ******** on a resolution.
Customer Answer
Date: 04/18/2023
Better Business Bureau:

Service Corporation International posted a note yesterday (04/17/2023) to say that it is working with me on a resolution. I have not been contacted by the business in any way, since the complaint submission on 03/19/2023. Why would the company say it is in contact, when it is not? Puzzling, disappointing, and sad. In early April, I traveled again to the cemetery in Sarasota to check on the grave sites; no change. I hope BBB will post this complaint publicly - at the 30-day mark, an action that often encourages the company to contact the complainant.

Regards and thanks to BBB.

Customer Answer
Date: 05/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Better Business Bureau:

Service Corporation International posted a note yesterday (04/17/2023) to say that it is working with me on a resolution. I have not been contacted by the business in any way, since the complaint submission on 03/19/2023. Why would the company say it is in contact, when it is not? Puzzling, disappointing, and sad. In early April, I traveled again to the cemetery in Sarasota to check on the grave sites; no change. I hope BBB will post this complaint publicly - at the 30-day mark, an action that often encourages the company to contact the complainant.

Business Response
Date: 06/27/2023
******** – 1******* – Senior Management has been working to resolve concern.
Customer Answer
Date: 07/02/2023
Better Business Bureau:

Although resolution will be long and drawn out, and an end is not yet in sight, I request BBB close the complaint. It was filed 20 March 2023, and no one from the Houston HQ of SCI/Dignity Memorial has ever made contact. First contact was in early May from a regional manager who is working on a resolution, as of today 2 July 2023. It is always difficult for an individual customer to engage such a large international firm as SCI, and I am grateful to BBB for acting as intermediary.

Customer Answer
Date: 01/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

10 months after the BBB complaint was filed, no change to the monument engraving on which the company admitted it made two mistakes, in 2008 and in 2022. No refund on double-billed items and out-of-pocket expenses, which also the company acknowledges it owes. The second monument is waiting to be engraved after the first monument is fixed, in order to match it. I buried my sister under the second monument in July 2022, with the company's pledge that it would be engraved soon after burial, after it had fixed the first monument. She lies in an unmarked grave for 17 months.

Business Response
Date: 04/12/2024
Good morning!

******** * **** **** ******** – Senior Management worked with Ms. ******** to resolve her concern.
Customer Answer
Date: 04/12/2024
Better Business Bureau:

The response by Service Corporation is inaccurate. The complaint has not been resolved. One monument is still blank, under which a sibling was buried July 2022; the second monument under which the parents lie, still carries the botched-up attempts by 2 cemetery-hired engravers to fix errors of the 1st engraver. Those errors are acknowledged by the Company. Yes, I thank Senior Management for overseeing the search for another engraver, but one has not been found because, until recently, the search was confined to vendors within the company purview, none of which had the aptitude to accomplish the task, something conceded by one of the engravers - for which his honesty is commended. The search now is redirected outside the firm, a request I made, and which was denied, 2 years ago. The job is not unreasonable: I have the words for the monuments, there is no fancy artwork; the challenge is the engraving style that makes the words legible. Beyond the engraving obstacle, the refund submitted to the Company through BBB in March 2023, and accepted, has not yet been paid, perhaps because I continue to incur expenses to resolve the matter, and the Company anticipates refunding it all once the job is done. Thank you, BBB. The complaint has not been resolved. You may close it as Unresolved.
Regards,
********

Business Response
Date: 07/01/2024
******** – ******** – Senior Management has been working with Ms. ******** on getting this resolved.
Customer Answer
Date: 07/05/2024
Better Business Bureau:

Reference complaint ID ********, SCI International's response is correct: Senior Management is working on getting this resolved. I am spending time and expense following its suggested path to resolution, which is a good path, but it has not yet succeeded. Thus the issue is not resolved. One family member's monument inscription has not been corrected and the other family member still lies in an unmarked grave. It is not appropriate for BBB to close the complaint.

Regards,
* ********
Initial Complaint
Date:01/20/2023
Type:Product Issues
Status:
UnansweredMore 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.
Date of the contract 3/31/98 #16959 (my father, Clarence ***** (deceased 2/12/12) paid for it Ck 5735 $695.00
Payment of opening & closing of a cemetery plot (Karen *****) my sister who passed away on 7/16/22 in San Antonio Texas. She was cremated in San Antonio, so she didn't use the plot that my dad paid for.
I have tried since August 2022, to receive a refund. I faxed them my copy of the contract. I am the only living decedent. Numerous phone calls & emails that was never responded to, except 2 times they wanted copy of my driver's license, which I faxed that to them & a certificate of cancellation. They finally called me last week, and informed me they couldn't refund me, because they couldn't find their copy of the contract; and since they couldn't find their copy it must have been cancelled. The only person that would be, would by my father, and when he died my sister was still alive so he wouldn't have cancelled it. They can't give me any information on the supposed date of the cancellation. Just because they can't find their copy doesn't justify not refunding the money and giving a lame excuse.

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Service Corporation International is NOT a BBB Accredited Business.