Complaints

This profile includes complaints for Memorial Estates, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Memorial Estates, Inc.

  5300 S 360 W St Ste 350 Salt Lake City, UT 84123-2735

• 

  Memorial Estates, Inc.

  PO Box 57250 Salt Lake City, UT 84157-0250

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:05/12/2025

  Type:Service or Repair 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 are owed the building cleaning deposit and an overpayment for a vault that was never used totaling $1,000.00 This was acknowledged April 17th by Rianne, the funeral director. Since that time the mortuary has evaded our demand for the refund, and have given no reason for a denial of it.On April 14th 12 am, we contracted with the mortuary to provide services for *** ******* ***, my father. We approved the contract with the Rianne the funeral director, and paid them in full, with a credit card, in advance, including a burial vault we never used. An hour later, when we met with the *************** cemetery, we purchased a burial vault from the cemetery for half price. We immediately contacted Memorial Mortuary and canceled their vault.On April 17th, 3 pm, we met again with Rianne to finalize the details for the funeral the following day (April 18). We requested the refund. Rianne calculated the vault refund, and told us verbally the amount. She said she would confirm that with a written email after the funeral. We have never received that written email. Since that time, I have requested that accounting and refund from Rianne twice in person and once by phone. She always said she "was working on it, and it would be soon." Rianne is no longer employed by the company.On Friday, May 9, three weeks after the overdue refund had been acknowledged by Rianne (the now terminated funeral director,) I spoke with another company representative, *****. Who disavowed any knowledge of the refund. He assured me I would hear back from ****, a ********** date, I have not heard from "****" I left a message for their CEO ***** ********, but have not heard from him either.

  Business Response

  Date: 05/23/2025

  Hello,

  We have been able to visit with the family and a refund was given for two amounts totaling nearly $1700. Both of these checks were delivered on 5/14/2025 to the family. 

   

  Please don't hesitate to contact or reach out with further questions.

   

  Thanks,

   

  ****

  Customer Answer

  Date: 05/27/2025

   
  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. They made an excellent attempt once the full situation was made known to those with authority to remedy the defect.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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.

  On [12/28/24], my family and I visited Memorial Holladay Cemetery to select a plot for my husband's final resting place. After reviewing several options, we agreed on a plot that had grass surrounding it, ensuring a peaceful and fitting location. However, on the day of his burial, my husband was placed in a different plot next to a large drainage ditch, which was not what we agreed upon.I immediately raised this issue with [name of the representative, if known], who assured me that the matter would be addressed and corrected. Unfortunately, despite this assurance, nothing has been done to resolve the situation, and my husband remains in an undesirable location.

• Initial Complaint

  Date:05/22/2024

  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.

  Due to the unexpected passing of *************************** I and ******* family arranged plans to view some available cemetery plots at a few cemeteries. We toured "Memorial ******** Cemetery". on (12-28-23) ***** the family service counselor met with us .***** guided us to an available plot in an open area: she did let us know it was the last available one in *************. ***** suggested the ************* due to the plot being in a grassy area near the catching view of the ****************. I and ******* family told ***** that we decided on that plot; in the ************* would be his final resting place.After the agreement on the cemetery location and the plot surrounded by an open lawn and not too close to the road. I explained that ****** passed very suddenly and we were still trying to figure everything out. ***** assured us she would hold that plot and told me to call her after making the other necessary funeral arrangements. ***** also was working with ****************** services that was helping us with ******* funeral arrangements. It was very misleading. ( If we were shown the true & correct location and or the plot map on our tour 12/28/2003 . or before I paid ) that showed just how close it is to the road and next to the very large Drain grid-, we would have gone elsewhere.

  Business Response

  Date: 05/30/2024

  A review of our records indicates that all goods and services were provided in accordance with the customers signed agreement. Regardless, if ************** would like to discuss a relocation, she may contact us.