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Business Profile

Cremation

Smart Cremation

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Smart Cremation has 6 locations, listed below.

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 9 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:06/09/2022

      Type:Service or Repair 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.
      0

      Business Response

      Date: 06/21/2022

      This submission has no details so I am not able to understand the inquiry, it simply says "Repair Issues". Can you provide any additional details so I can help?

       

      Thank you,

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

      Business Response

      Date: 06/22/2022

      This was a very challenging case for us. There was delay upon delay with the process,  ********************* does not speak English and doesn't have an email address which is the way we send our state required cremation documents for signatures. We cannot proceed without these state required documents being completed.

      At one point we did not have an active phone number for her.  The Cremation was complete on 06/14 and delivery of the cremains was scheduled.


      We set up a case with the VA for the *************************** for the decedent to be buried there as per the request of ********************* the next of kin.  We gave all that information and case number to her so she is aware, and all is set up for her. We gave her the phone number of the cemetery so she could discuss and set up a service date and time. All these communications went through an interpreter that ********************* knew or reached out to. We had numerous 3-way calls, see below for individual that interpreted. 

      For four weeks we tried working with her and getting documents to her through the US postal service since she did not have or use email. We sent priority mail 2 sets of documents for her to sign and tracked knowing she did receive them, one set was incorrect, so we had to make changes and resend but she stated she did not receive the second set. 

      We could tell the process was very stressful for her and we are so sorry about that.  With the communication gap and the email challenge it made the process quick cumbersome which we never want to occur.

      We are still available for any support she needs.

    • Initial Complaint

      Date:06/05/2022

      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.
      Contract ************ on 7/27/2010 for $1,199.89. An urn, in the form of a wooden box with an attached picture frame, was provided. In 2022, I tried to put a picture in the picture frame, but the frame was defective and I couldn't do it. I called about this and was told that the urn had a lifetime guarantee; that a label would be sent to me so that I could return the defective urn; and a replacement urn would be sent. I didn't record the date or the person I spoke with because I wasn't expecting a problem. After I didn't receive either a label or a replacement, I called again on 4/19/22 at 11:34 a.m. and spoke to ****** ***** promised me that she would not only send me both a label for the return and a replacement, but also an e-mail with a tracking number so I could track the replacement. After I didn't receive the replacement urn, the label or an e-mail, I called again on 4/26/22 and spoke to *****. ***** said she would send a label for the return and request that a replacement be sent. On 4/27/22 at 9:25 a.m., I received a voice mail from ******* promising me that she would make certain that I received a return label and a replacement urn. On each call, including the voice mail, my correct address was verified. As of June 3, 2020, I haven't received anything.

      Business Response

      Date: 06/06/2022

      Hi *****,

      My sincerest apologies for the delay and inconvenience. We had some internal communication challenges that caused the delay, this is our fault.  

      I have advised our team to send you a replacement urn immediately. You do not need to mail back the damaged one, please recycle or do what you wish with it.

      *******, on my team will be calling you directly to follow up.

      Feel free to contact me directly if you have any questions.

      Warmest Regards,

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

      Customer Answer

      Date: 06/06/2022

       
      Complaint: 17321596

      I am rejecting this response because:

      It's nice to receive an apology.  So is the promise to send a replacement urn.  But many people from Smart Cremation have promised many times that they would take care of this problem and it never happened.  As far as I know, this is just yet another promise. I hope the BBB will keep this complaint open until I actually receive the urn.  Please don't close out this complaint until I actually receive the urn.  Also, I have not heard from ******* yet.


      Sincerely,

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

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