Complaints

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

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  Smart Cremation

  120 15th St SE Ste 201 Puyallup, WA 98372-3796

  
• 

  Smart Cremation

  9220 Restland Rd # 4452 Dallas, TX 75243

  
• 

  Smart Cremation

  4023 N 19th Ave Phoenix, AZ 85015

  
• 

  Smart Cremation of Florida, LLC

  11005 N US Highway 301 STE A Thonotosassa, FL 33592

  
• 

  Smart Cremation of Nevada, LLC

  9708 Gilespie St Ste A106 Las Vegas, NV 89183

  

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:05/14/2025

  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.

  I never requested the earth-friendly boxed urns I was charged for so I donated them. I was told I could get an entire refund anytime when paid in full. Now I can get VA burial if I wish so I don't require the services of SMART CREMATION. A Customer Relations Representative told me to write and sign a cancellation notice without a proper form stating I will receive a full refund after it signed (see email below). The *** gave online warnings not to do this:"If a cremation service requires you to sign a cancellation form without providing a copy of their refund policy, you should not sign it. This is because it violates the Funeral Rule, which requires funeral providers to disclose itemized pricing, cancellation policies, and other relevant information to consumers. You have the right to understand the terms of any agreement before signing it, especially regarding cancellation and ************'s why you should refuse to sign and what you can do: Violation of the Funeral Rule:The ************************ (***) Funeral Rule mandates that funeral providers provide consumers with accurate and complete price information and other disclosures, including cancellation policies. ____________________________________Nicole Bosch <*****************************************>Attachments 11:15AM (6 hours ago)to me Hello *** and **** ********,I have attached instructions for cancellation of your contracts. Once I receive the cancellation request letters i swill submit for cancellation.Thank you,****** *****

  

  Business Response

  Date: 05/30/2025

  Thank you for sharing your feedback. Were truly sorry to hear about your experience and appreciate the opportunity to address your concerns.
  At Smart Cremation, we are committed to transparency and ensuring every family feels informed and supported throughout their journey with us. We understand your concern regarding the earth-friendly boxed urns. These are included as part of our standard plan and are automatically shipped once the plan is purchased. We apologize if this was not clearly communicated at the time of your enrollment.
  

  Were pleased to confirm that your refund has been processed in full. As outlined in our contract, purchasers may cancel at any time with written notice and receive a 100% refund of all money paid (excluding any accrued finance charges). This policy is in place to provide peace of mind and flexibility to our clients. For your reference, refunds for month-to-month contracts were mailed on May 22, 2025.
  

  Regarding your reference to the **** Funeral Rule, please know that we are fully committed to compliance with all applicable regulations. Our request for a signed cancellation notice was intended solely to formally document your request and not to withhold any rights or information. We are always happy to provide a copy of our refund policy upon request.
  

  We also want to respectfully clarify that while VA benefits are a valuable resource, they typically cover only the final disposition and burial in a national cemetery. They do not include funeral or cremation services. Many families choose to preplan with us to ensure those additional services are arranged according to their wishes.
  

  We sincerely regret any confusion or distress this situation may have caused. Your feedback is invaluable in helping us improve our communication and service. If theres anything further we can do to assist you, please dont hesitate to reach out directly.

  ***** ******, VP of Family Services

  Customer Answer

  Date: 05/30/2025

   
  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.
  
  Sincerely,
  
  ******* M ********

• Initial Complaint

  Date:04/16/2025

  Type:Product 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 cancelled our contract with the Smart Cremation Services and were assured that we would get a refund. The representative had the complete amount. Now they started to send the refund in $35 increments from the last almost 3 years.

  

  Business Response

  Date: 04/29/2025

  Thank you for your feedback, and we sincerely apologize for any confusion regarding your refund. We cancelled your contract on March 21, 2025, and processed a full refund of $1,724. This includes $385 returned to your original credit card in six monthly increments of $35, as per our policy for the last six months of payments, and a check for the remaining $1,339, which should have been sent to you. We understand this process may not have been clear, and wed like to ensure everything has been resolved. Could you please confirm if youve received the check? Were here to assistfeel free to reach out to us at ************ for further clarification. Warmest Regards, The Team at Smart Cremation

• Initial Complaint

  Date:03/20/2025

  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 am on the do not mail list, this is not my address, its my familys address, and they have placed me on the do not mail/national opt out list. Stop spamming people illegally. You are required by law to scrub your lists and you didnt. This is being filed by my family member who you are spamming. Your mail is illegal and unwanted.

  

  Business Response

  Date: 03/20/2025

  Hi *******,

  Thank you for bringing this to our attention. I apologize for any inconvenience caused by the unwanted mail. We take such matters very seriously and are committed to respecting the Do Not Mail/National Opt-Out list.
  I will ensure the address is removed from our mailing list immediately. I don't see the address in your message, please add it here or sent to me directly at *************************** and we'll handle immediately.

  We will also review our processes to prevent this from happening in the future.

  Thank you for your patience and understanding.

  ***** ******

  Customer Answer

  Date: 04/07/2025

  As the case is now closed, can you pass along this address for them to remove from their mailing list?
  
  
  ******* **********
  ***************************
  ***********, CA 90068
  
  
  Many thanks for your help,
  Persephone
  

  
  

  

  Business Response

  Date: 04/15/2025

  This address has been permanently removed from any future mail.

  Thanks,

  ***** ******

• Initial Complaint

  Date:03/18/2025

  Type:Product 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 purchased a pre paid cremation package in 2017 and have questions about the procedure upon the death of the contract holder. We have called the company 6 times so far trying to get an answer to our questions and have not received a call back. Call back requests were left with their answering service who has said that messages were given to the representative of the company.They have had our money since 2017 but do not have the decency to respond. Please see if you can prompt them to return our calls.

  

  Business Response

  Date: 03/19/2025

  Dear *******,

  Thank you for bringing this matter to our attention and for your patience. We sincerely apologize for the inconvenience and frustration you have experienced in trying to get answers regarding the prepaid cremation package purchased in 2017.
  

  We understand how important it is to have clarity and peace of mind about such significant matters. We appreciate that you spoke with ***** today, and she has addressed all your concerns. ***** mentioned that you had some questions regarding the process and indicated that she shared her direct number for future use.

  To ensure you have all the necessary information, we will be mailing you the arrangement process so you can share it with your children. If you have any further questions or need additional assistance, please do not hesitate to reach out to us.

  Thank you for your understanding and for allowing us the opportunity to resolve this issue.

  Warmest Regards to you and your family.

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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.

  Smart Cremation is a nightmare. Total incompetence of handling cremation and lack of clear communication that do not match with what they advertise.

  

  Business Response

  Date: 02/26/2025

  Dear ******,
  Thank you for sharing your feedback with us. We sincerely apologize for the frustration and inconvenience you experienced due to the lack of communication. We understand how important timely updates are, especially during such a sensitive time.

  I appreciate you taking the time to speak with us  Monday. I'm glad we could address your concerns and that you felt better about the situation after our conversation. It was comforting to hear that you had a positive experience with our service previously.

  We have addressed your concerns with our team to ensure this does not happen again. We appreciate your patience and are grateful we could resolve the issue to your satisfaction. If you have any further questions or need additional assistance, please do not hesitate to reach out.

  
  Thank you for giving us the opportunity to make things right.

  ***** ******, Smart Cremation

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22965008
  
  I am rejecting this response because:

   

  This was the email she sent with another vague answer as usual. She replied to an email that i had sent on 2/10/25. On 2/24/25 She had not followed up about her email and the body was cremated on 2/16/25. If she had called or replied to the email with the answer from the crematory it would be ok but she never did.

  I had to make several calls and waste a lot of time until i found someone who was very compassionate and understanding and referred me to a Director that answered all my questions very quickly.

  Anything that comes from ****** is unacceptable. Not even an apology from her for being very unprofessional and showed lack of compassion. 

  The problem has already been solved by someone competent.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  Smart Cremation contracts with Funeral Homes a discounted price for an "immediate cremation". You can look at their website and you can see the things the market, sell and promise to the people who care enough to pre-plan their final arrangements. Once the pre-planning is complete, they ask people to write reviews and talk about how happy they are and how easy it was to pre-plan for that awful day. My Father, ****** ******* ****, purchased his final arrangements with Smart Cremation. He passed away on September 28, 2024 and wasn't laid to rest for WEEKS. His Death Certificate wasn't issued until October 23, 2024. This meant he also couldn't be cremated. We had NO IDEA this was going on. The assigned Funeral Director, *** *******, works out of ************ and broke Washington State Laws managing the care of my Dad. A Funeral Director is required to obtain the Death Certificate within 72 hours in Washington State and whilst she was making attempts to get a doctors signature, she did NOT reach out to us and let us know that my Dad was NOT cremated and was sitting in a refrigerator for WEEKS.

  

  Business Response

  Date: 11/19/2024

  We have spoken to Mrs. ***** and resolved this feedback. 

  We sincerely apologized for the inconvenience she experienced; this is not how we ever want our families to be cared for. We have thoroughly reviewed the situation and acknowledge that both our team and the medical provider were at fault. We appreciate her understanding regarding the complications with the doctors office. We have spoken with her directly and assured her that a refund will be issued promptly. We also recognize that our communication was inadequate in this circumstance, and we take full responsibility for that. We are addressing this internally to prevent such issues in the future.

  Thank you,

  ***** ******

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22543766
  
  I am rejecting this response because the refund has not been received.  I did receive a phone call to let me know that a refund check was on the way, but unfortunately that check was being sent to the wrong address.  To the address my step-mom and dad lived at when they entered into the contract with Smart Cremation, but not the address where they live now and also where my father passed away.  I called them to see if they have re-issued the check to be sent to the correct address and they said it went out that day. However, it hasn't been received so this matter is not closed.
  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 12/02/2024

  My step-mom let me know that the refund check has arrived. She will be depositing it today. It isn't from "Smart Cremation" but it is the amount of the expected refund.

   

  The refund is appreciated but does not make me feel better about what has happened to me and my step-mom. Writing a refund check is easy. Making required changes within the organization to conform to the laws so other people are not harmed the same way is really the only thing that will bring justice for my Dad! Or for me. He deserved better! We deserved better! Everyone deserves better so I really hope this is taken seriously and I want to see organizational improvements or I will become an Advocate for all customers of **************** in ********************** State.

• Initial Complaint

  Date:09/13/2024

  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.

  In August ****** we are attend meeting from Smart Cremation Service provides by salesman ****** ******** : *********** After two hours he persuaded and promise with us lots of things to help if you had questions Next with paperwork he rushed us to sign without to read these term and conditions of contracts We get home and review and finding its not provides these services as we ask Immediately following day August ****** I did contacted on his phone and sent text message in many times to cancel my contract Till today no refund my money $ ******* Contract # ************* I will provides all documents and text message to BBB to prove it Im looking forward to hearing from you Thanks for your assistance

  

  Business Response

  Date: 09/25/2024

  Hi ******,
  Thank you for reaching out to us. We apologize that our plan did not meet your expectations.
  

  After following up with *** and our family service team, we confirmed that the payment was returned on August 6, 2024. Its possible that you contacted your bank and reversed the charge, as we received confirmation of the return on the auto-draft.
  

  Based on this information, we do not have any funds to refund, as the payment was returned on the same day.
  Please see the attached excerpt from our accounting system, which includes the notice in the blue box showing the return auto payment draft.
  

  You should be able to confirm with your bank that these funds were returned. If you have any further questions, please feel free to contact me or our care team for additional assistance.

  Best Regards, ***** ******, VP of Business Development

  Customer Answer

  Date: 10/02/2024

  Thanks for your feedback Yes the solution been solved 

• Initial Complaint

  Date:07/13/2024

  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.

  On April 17, my husband and I went to a sales pitch Luncheon at ********** in ********* Nv. Amount paid was ******* for each of us so a total of $5424.60 We were told at the luncheon that we would receive a wooden Urn - a guide book - and a portfolio.As of right now I have received nothing I call after 5 weeks and was told a welcome kit would come in the mail in 6 weeks. As of right now I have no contract (only my bank information) no Urn no guide book no portfolio I have no idea who to call or have my kids call as of today if we die. All I want is information to have in case of our deaths. Im not going to keep call them to do their jobs. If this cannot be resolved I want a refund and Ill go else where.

  

  Business Response

  Date: 08/06/2024

  Hi ******* ,  Thank you the feedback. 

  ***** on our care team updated me that she spoke with you regarding your shipment and discovered we had an incorrect address.

  I checking tracking to confirm both urns were delivered on Friday July 26 via UPS. 

  She also indicated that copies of your contracts were sent. 

  We apologize for the inconvenience and promise to be here when you need us most. 

  Feel free to contact us anytime.

  Warmest Regards, ***********************, Director of Family Services

   

  Customer Answer

  Date: 08/12/2024

   
  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.
  
  Sincerely,
  
  ****** And ***********************

• Initial Complaint

  Date:08/19/2023

  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.

  Smart Cremations We have been a customer for 4 years.I need them to have our new address, email address and phone number AND the NEW CREDET CARD NUMBER TO PAY OUR MONTHLY BILL.I call both the numbers they provide and get an answering service that states they have a large number of calls and to leave a number and message. I have attempted to reach them for 2 1/2 MONTHS. They have NEVER reached out to me.How do I know that they will provide the service I paid for, if they can't be reached?

  

  Business Response

  Date: 08/23/2023

  We've recently experienced very high call volumes; this is no excuse for our delay in response and we are deeply sorry for that.

  Our ************* Director, *****, has reached out a few times to ******* using the phone number provided. Monday, she requested a call back at 1pm but was not reachable. We have called again and left messages with *****'s direct contact number. 

  As soon as we reach her, we'll be able to update her account as needed. Feel free to contact me directly if needed.

  Warmest Regards, ***********************

  Customer Answer

  Date: 08/23/2023

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:08/11/2023

  Type:Product 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 attended a luncheon over a year ago and was told that it is totally refundable. Now, I had spoken to one of the representatives and she told me that my refund would be sent as a check because it was over a year since I purchased the policy. I told her that was the only way I could get my money back because the credit cards I had used were turned over to credit company and we discussed it three more times before hanging up and she said fir sure she would make sure it was issued as a check...well, I found out that the refunds were done back to the cards and I called Smart Creations accounting department and I told the last she needed to recall those refunds and make a check...she said she couldn't do anything because the request was made by the woman I originally spoke with for an hour and I would need to contact her...well. I left over 10 messages and the woman has never called me back...we are going on two months now and I want my refund so I can put the money towards my unground burial that I am purchasing, instead of being cremated. This is bad business and I have read other complaints that phone calls aren't getting returned...I was promised a check and its over ****** and this is the only resolution...

  

  Business Response

  Date: 08/21/2023

  At the time of the refund request, it was not specifically indicated that a check was required.  

  The refund was processed 6/22/23. Attached is the credit card refund receipt for reference.

  We did not get a refund reject notification from the bank. The refund to the original payment was accepted by the bank. In these instances, the cardholder simply needs to contact the card issuing bank to resolve and they will handle appropriately.

  We're sorry for any inconvenience that occurred with this. 

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