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

  68703 Perez Rd Building A Units 18 & 19 Cathedral City, CA 92234

  
• 

  Smart Cremation of Florida, LLC

  11005 N US Highway 301 STE A Thonotosassa, FL 33592

  

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:07/19/2023

  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.

  This all started in May/June *****. And Smart Cremation refuses to send my cards and paperwork with my name on it, their employees continue to make excuses about this problem.

  

  Business Response

  Date: 08/11/2023

  This family wanted to change the beneficiary on the plan they had already purchased in the husband's name. This requires paperwork as ***** has compliance rules that we are required to adhere to. We mailed paperwork to be completed and returned to us. On 5/30 they stated that they did not receive the paperwork, so we resent it.  It was completed and faxed back to us on 6/13. Updated member cards were sent, and show delivered on 7/21.  To our knowledge there is nothing outstanding with this customer. See attached proof of delivery from the **** website.

  Thanks,

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

• Initial Complaint

  Date:05/08/2023

  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 received a mailing from this company, unsolicited, and I am not interested. I went to their website and checked the privacy policy, which gives and email address of **************************** I sent an email to this address asking to be removed from any/all mailings but the email was sent back as undeliverable. I would like them to confirm that my name, and any variation of my name, is removed from any future mailings or contact. The letter is addressed to:The *********************** Family **************************************************************

  

  Business Response

  Date: 05/08/2023

  Thank you for reaching out to us and letting us know that you no longer wish to receive any direct mail from our company. We understand and respect your decision. 

  You will no longer receive any mailings from us in the future.

  We appreciate your time and understanding, and we apologize for any inconvenience that our previous mailings may have caused.

  If you have any further concerns or questions, please do not hesitate to contact us.
  

  Warmest Regards,

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

  Director of Family Services 

  Smart Cremation

  Customer Answer

  Date: 05/08/2023

   
  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:04/23/2023

  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.

  An April 11, 2023 Smart Cremation free-lunch sales pitch at Olive ****** left me believing: No matter where or when you died, they would retrieve the body with no transport or storage charges, cremate it, collect the ashes and give them to your next-of-kin at a local facility. Smart Cremations parent company was financially secure ************************. Smart Cremation was certified by both CANA and ICCFA, the cremation professional organizations that ensured high standards within the industry. Your pre-paid money was not used by Smart Cremation until needed after your demise. It was kept in an insured ********** Trust registered by individual social security numbers and could be recovered within 15 days upon written notice of termination of the contract prior to death with earned interest.After obtaining a contact, corresponding with the agent and ************ that keeps Funeral Trust funds I now understand: Smart Cremation is a member of the ************************ which is not liable for its debts. CANA and ICCFA are largely marketing organization for the funeral industry. The real pitch is this: If you sign up today, we will sell you a plan at the bargain rate of $2,550.00 and charge you an additional $118.30 ********** state tax to buy it. We will take and keep $1,452.00 for whatever purposes we wish by delivering services upfront of a wooden urn, a Guidebook and a portfolio. The remaining $1098.00 will be deposited in a ******* bank in an uninsured account to invest as we see fit. If either the bank fails or Smart Cremation goes ******** you lose both the $1,452.00 and the $118.30, but you and your loved ones have our condolences and the very best wishes for your future. There is no oversight to what we do except such audits as the ******************* may from time to time conduct.I will attach a much ****** account of the events. Read SmartCremation1' for overview.

  

  Business Response

  Date: 05/04/2023

  Dear **************,

  
  Thank you for bringing this matter to our attention. We apologize for any confusion that *** have arisen from our recent presentation.
  

  Regarding the retrieval, transport, and storage charges, we want to clarify that our services do include these costs. In accordance with and in full compliance with ********** law, we place prepaid funds into a statutory trust placed with a financial institution.  We *** not access any funds in trust until services are provided. We understand your concerns and are happy to address any questions you *** have about our business practices or financial arrangements.
  

  We would also like to clarify that the **** and ICCFA are not marketing organizations but professional associations that are dedicated to maintaining high standards within the cremation industry. We are proud to be certified by both organizations and adhere to their guidelines and best practices.
  

  Regarding the pricing and contract terms, we apologize if any of our representatives were not clear about these matters. We take great care to ensure that our pricing and contract terms are fair, honest, and in compliance with all applicable laws and regulations.
  

  We want to emphasize that Smart Cremation has helped thousands of families navigate the difficult process of saying goodbye to their loved ones. We are proud of our track record of providing compassionate and professional service to our clients, and we work hard to maintain the trust and satisfaction of everyone who chooses us for their end-of-life needs.
  

  We appreciate your feedback and are committed to providing the highest level of service and transparency to our clients. Please do not hesitate to contact us if you have any further questions or concerns.
  

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

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19971926
  
  I am rejecting this response because:

  Smart Cremation (SC) distracts the reader by listing services it provides that were never part of my dispute.  Crucially, SC does not disagree with any of my factual claims (with a caveat).  These claims are fully supported by the six documents I attached for internal BBB viewing.  I stated that CANA and ICCFA are largely marketing organizations but I agree that they also provide professional credentials to members.  Their 2015 continuing education conference includes Reducing Your Liability to Add to Your Bottom Line and Understanding Price, Value and the Families
  You Serve.  These are marketing and profit-maximizing talks that provide ******************** credits.
  
  SC agrees that the vast majority of the cremation cost is taken for use by the company as it wishes, not deposited in a funeral trust;that they are fully authorized by ********** law to do so by charging grossly inflated prices for delivered minimal goods and services; that the monies sit uninsured in a ******* bank and that any tracking of what monies belong to who are based exclusively on SC internal business records; that SC membership in ************************ provides no financial security for the customer. 
  
  Everyone at that luncheon viewed a brilliant piece of marketing as recommended by the 2015 CANA/ICCFA conference.   There is no doubt that creating our misunderstandingwas the purpose of the sales pitch.  There is every reason to believe that SC has no intention of correcting this misunderstanding since it forms the core of the sales pitch and,crucially, the company fails to state the simple solution: that they will make every possible effort to clarify these key facts to future prospective customers. 
  
  
  There is no happy resolution here.  I suggest that the best that BBB can do for consumers is to post my original complaint, their response to it, and this response of mine to theirs along withif possiblethe pdf flyer for the 2015 CANA/ICCFA conference.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2023

  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.

  While on vacation here my husband (59) unexpectedly passed away. The hospital gave us a list of crematoriums and we called Smart Cremations which was the closest to our location. So many lies and mishaps here are a few.* told they couldnt find the body checked with **********, not true * told we couldnt see my husband until they had a death certificate which they were having trouble getting.* did not answer phone or return phone calls, went to their office and its just a front, tried many times and no one there * when advised we could visit my husband we were advised he was in Fullerton it took us 8 hours round trip. How can that be. We live in a town of ******.* when we arrived we were told to wait outside while they brought him in.* we had little to no help figuring all this out, we were told the fastest way to get a death certificate was to apply online, we need to get back home.* in a few days this application was turned down because he had no Social Security number, were ********.* I called for help and was told that just how it works and that I knew my husband was in Fullerton.* I cant put into words the shock and complete grief I am still experiencing. Im still trying to get home.The one lovely act of kindness came from *************************. I was told they were late getting him cremated and they only delivered to *********** once a week. Imagine that, its to far a drive for them. ************* stepped up and brought him to me within a couple days.This company has us at our very weakest and we cant even think let alone fight back. Ive just given you the basics and a lot is hard to remember timeline wise because we were in shock. Please, please dont let them do this to some other grieving family. My husband passed away Feb 13/23 and I waited until I had him in my arm to say anything for fear Id never see him again.

  

  Business Response

  Date: 03/11/2023

  Please accept our sincerest condolences on the loss of your husband. We are saddened to hear that our service was not as promised. We have discussed the details internally with your Arranger and our team members. We have spoken with **** multiple times since he was indicated as the primary contact for the family. We had a nice and mutually respectful conversation with **** where he expressed his feedback and was appreciative of our service.  He did indicate the inconvenience of the distance to our facility which we should have communicated earlier in the process, this is our fault.  We also offered a full refund which he accepted.  When our service is not 100% as expected, we stand by our promise.  Please accept our continued condolences to you and your family.
  
  Warmest Regards, ***********************, Director of Family Services

• Initial Complaint

  Date:11/07/2022

  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.

  11 Nov 2022 I have and account with the company and the auto payment is coming out of a very high interest credit card. I have a lower interest card and desire to change. I have called all the different numbers i have and get a run-around on the phone system. I got a call last evening and the person did not have access to aid me and told me I would get a call today. I have found something on the web and have added a contract number to that website and when I try to do and update the program will not accept a valid expiration date.The web site does not accept any of my email addresses as valid.This company needs to correct their phone system, follow up on messages, and repair their website so that customers are permitted to contact someone who can help them.

  

  Business Response

  Date: 11/22/2022

  We are sorry for the inconvenience.  I've asked a member of our **************** to contact you immediately to help update your account.

   

  Warmest Regards,

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

  Director of Family Services

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

• Initial Complaint

  Date:10/09/2022

  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 have been trying to contact someone, anyone regarding the urns that were included in our package deal. When we agreed to the package, we were not provided an itemized list of charges at that time. When our final papers arrived in the mail, we noticed that we were each charged $927 for a wooden urn. We absolutely do not want or have a need for them. We would like to return them and receive a credit. When I call them, I am connected to an answering service only that tells me they will have someone call me. Out of the six times that I have called, I received one call back, a day later when I was not at home. The caller, *****, left a message for me to call her at the same number that I have called in the past. When I tried, I got the same answering service and was told that there was no way for them to transfer me to anyone.!!! VERY FRUSTRATING to say the least. They seem to pride themselves by announcing that they are triple A Rated by the BBB. I have my doubts. Please, can you tell me how I can reach someone besides the answering service?

  

  Business Response

  Date: 10/12/2022

  Spoke with ******************* today, explained how our packaged plans work.  She was not informed properly at the time of purchase that our plan includes the urn.  Itemizing the plan cost more but we understand her desire to not have the urns.  We have been experiencing extremely high call volume which has resulted in many of our service calls being handled by our answering service.  This matter should have been resolved quickly and we are sorry for the delay and inconvenience.  Well be removing the urn cost from the Hornings plans and adjusting their price. She has my direct contact information and can contact me anytime.

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

  Customer Answer

  Date: 10/12/2022

   
  Better Business Bureau: I appreciate your effort in contacting Smart Creation on my behalf.  
  I did receive a call today from *********************** and she apologized for 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  
  i received a call today from *********************** apologizing for their poor response.  She claims that because of the high call volume that they resort to an answering department to take their calls.  In my opinion, that is a poor way to run a business.  I had been trying to reach someone for months, and only got a call back once when 
  I was not home.  ***** left a message with my husband to return her call and it turned out to be the same number that 
  I had been calling.  When 
  I called the answering service again, I explained that I was returning Ambr's call and could they connect me.  The answer was no, they could only leave her a message!!!!!  Soooo frustrating.  There is only one number to call.  Not the way a good business should operate.   I

   was shocked to finally get the call from ***** offering me a refund and free mailing labels to return my unwanted urns.  Now to see if she follows through'  Thank you again for your help.

   

   

   

  
  
  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:09/26/2022

  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.

  I have contacted this company multiple times to try to get answers about the package that was purchased and the process after death. Every time it goes to an answering service or sales rep who has ZERO information. I have been told they will call me back within so many days to answer all my questions but so far I have received no answers. We never received the urn that was supposed to come in our package. We are really questioning the legitimacy of this company. The local funeral homes I have called have never heard of this company/service and make me question if we were scammed out of our money.

  

  Business Response

  Date: 09/28/2022

  Hi ********,

  My sincerest apologies on the delay in our response. I know that *****, from our care team, left you a message and has resent ******'s urn and guidebook. If you have more questions about our plan or the process, please feel free to call me directly anytime.

  Warmest Regards,

  ***********************, Director of Family Services

• Initial Complaint

  Date:09/16/2022

  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.

  We bought a contract with this company about 3 years ago and have been making payments monthly or that period of time. My payment were Auto payments from my debit card. My card was recently compromised and I have been trying to get a hold of the company to change the card. My payment was due September 10th and I have tried to call them eight times over the past week and always get an answering service. I have left messages but they have never called me back. I have also sent emails to *********************************** at least three times and have still not gotten a response. I am starting to worry that this company has been scamming us. I need someone's help to intervene and get me a real person to talk to there. I hope you can help as I am very worried about all the money we have paid to them so far. My husband and I have just been trying to get all our Affairs in order as we are reaching an older age. I hope you can help. Sincerely ***********************

  

  Business Response

  Date: 09/27/2022

  Hi ****,

  Thank you so much for your patience.  I know you spoke with ***** back on 9/17 and she was able to update your account with a new card for the autopay on your plan. Our sincerest apologies with the delay in response, we appreciate your patience. 

  Please feel free to contact me anytime with questions.

  ***********************, Director of Family Services

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

  Customer Answer

  Date: 10/05/2022

  The company my complaint was with, contacted me within 48 hrs. 
  
  It looks like the case may have actually been resolved. Please review and let me know if you end up updating the case closure. 
  
  Thank you! 
  

  
  

• Initial Complaint

  Date:09/15/2022

  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.

  Contract for cremation services was signed 4/10/19 after attending a seminar. I gave a credit card down payment of $499, and contracted for 65 payments of $35 financing total of $2774.56. I made larger payments resulting at 36 months, May 2022 the balance was $280. I did not receive my May statement with the amount due and the payment was due on the 20th. I called customer care to get one. I spoke with *****. She informed me if I made a credit card payment that day of $191.55 that would pay off my account. After discussing with my husband, I made that payment. I asked her for a paid in full receipt, she replied it would be sent in paper not email.During June and July, I made calls, speaking with ***** as no receipt of the statement. Each time she said she would request my receipt. On 8/5/22 once again I called as no paid in full receipt was received. Spoke with *******************, she said she was a different ****** that there was a reorganization going on; this was the reason why no receipt received. She would mail it Monday when she went to the office. On 8/31/22 I spoke with ******************* she told me only 3 people man the phones for 10 states, she would email her supervisor. I complained about all the calls and months trying to get it. She put me on hold, she said she spoke with her supervisor and she is sending the letter right now. On 9/13/22 customer care not answering. I left a message to return my call for a paid in full receipt. I dialed again, this time as if there was a death. I spoke with *****, she told me her supervisor, *********************, was in a meeting, I asked if they were in business, I answered it's an easy way to get off the call. She said ***** and another person were really in a meeting, she could see her through the window. She, *****, left to answer the phone. ***** replied that she would give my message to *********** 9/15 got **************** left message. 9/15 called ************, ************* office sent to the answering service. I need the receipt.

  

  Business Response

  Date: 09/27/2022

  Hi *********,  Our sincerest apologies on the inconvenience caused by our delay.  I believe our team has provided the Paid in Full letter and receipt via email and by US mail.  

  Please feel free to contact me directly with any further questions.  

  ***********************, Director of Family Services

   

  Customer Answer

  Date: 09/29/2022

   
  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:09/02/2022

  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 purchased one of their plans in 2021. I started radiation treatments March 2022. June 2022 in lost my wallet with personal information and credit cards. Since July 2022, I have been trying to contact Smart Creations in order to update my account. The method of communication i have is by calling their answering service. I have been calling until now and leaving messages for them to call back with no success. I just want update my account. Your help would be appreciated.

  Customer Answer

  Date: 09/02/2022

  I was contacted at 8:34pm today by Smart Cremations and they resolved the issue.
  
  Thank you 
  
  ***************************;
  Sent from my iPhone