ComplaintsforDignity Memorial - Eternal Hills Memorial Park Mortuary & Crematory

• Initial Complaint

  02/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father died on 1/4/22, we set an appointment and met with *************************** of Eternal Hills Memorial Park Mortuary & Crematory on 1/11/22. We decided to have my dad cremated and interred after a funeral Mass, as it would be the quickest option. At the meeting, Gabe scheduled the funeral Mass with the church for 1/31/22, he told us he would call us when we could pick up the remains. We paid $2,370.30 by check. On 1/17/22 we had an ID viewing and Gabe asked if we would like to know the cremation date, we said yes. By 1/27/22, four days before the funeral, Gabe had not called, so I called the office and was told he was out, when I spoke to a representative available, she told me that my dad had not been cremated yet as they were waiting on my dad's doctor to submit causes of death, she recommended I call the Dr to help expedite the process. I did, & when I called Eternal Hills that afternoon, ****** said that they had received the info from the Dr, but it didn't matter, because my father wouldn't be cremated for another 2-3 weeks, didn't matter that we had a funeral set, paid for, and people were coming from out of the country in 4 days. She offered no resolution. Later that day, the original rep I spoke to confirmed that Gabe had not noted the funeral information at all in dad's file. I was told Gabe would contact me the next day for a follow-up. The next day, 1/28/22, I reached out and was told Gabe was out of the office again, and ****** sent me to her voicemail. I didn't receive a call back form anyone until Gabe called end of business day, after my father had already been picked up by the other funeral home we contracted. Gabe tried to blame the Dr for his own mistakes and said he would follow up with me on 1/31/22 regarding a refund. It is now 2/4/22 and nobody has reached out to us. I want a full refund of expenses.

  

  Business response

  07/05/2022

  In response for the complaint received. We did all we could to rectify the situation with the family to offer services prior to cremation. The family did not want to pursue any options we gave them. As of 2/18/2022 a refund for the total amount $2370.30 paid in was issued to the payer.

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