ComplaintsforMountain View Funeral Home

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October 2023 I went to Mountain View Funeral Home to get a headstone for my mother who is interred at their cemetery location. But at that time and at this time I am not working, and I cancelled the contract on April 8, 2024 thinking that I would get the $2600+ back that I paid into the contract off of my credit union credit card. I was told that because I was making payments that they would keep 50% of the money they received from my deposit and my payments. I called them today, April 15, 2024, being that on April 8, 2024 I went in and signed all the necessary paperwork, and I have yet to receive my refund.They made an excuse telling me that the credit union declined my refund. I called the credit union and was told that there was no reason that anything refunded back to my card would be declined unless it was fraudulent funds. I called the funeral home back and they told me to wait another week for the refund, and if it does not come in by then, to give them a call.I did not call them back because I was upset with the way they do business and the treatment I received. And me being unemployed right at this time I need my money back, preferably the total I paid in. It did not take them two weeks to take the money out of my account, so why should I have to wait even longer. It is not fair that they are taking half to begin with. I feel like they are taking advantage of people at their most vunerable time. I believe that I deserve a full refund since no work had been started on the personalized headstone. It is a travesty that they would take half of the money when they said upfront that no work would be started on the headstone until full payment was received.

  Business response

  04/18/2024

  ************************ entered into an Advance of Need Cemetery Purchase and Security Agreement with us so he could make monthly payments on a memorial, base and installation fee.  Per page 2 of his contract, he had until midnight of the third busines day to cancel and receive a full refund.  After that time, per page 3 item 3, we refund 50% of the payments applied to undelivered merchandise and services.  Processing fees, sales tax, interment rights, endowment care and delivered merchandise and services are not refundable.  This contract language is approved by the state and follows RCW 68.46.060.  Additionally, RCW 68.46.060 allows 30 days to process the refund.  We hope this additional information provides clarity to ************************ regarding the refund process.  If he has further questions, he may call us at ************.

  Customer response

  04/25/2024

   
  Complaint: 21579002
  
  I am rejecting this response because: I was not made aware of the *** that the business referred to in their response about the 30 days the business had to refund my funds and *** did not mention that the refund make take 30 days. No one that I talked to at the business said anything about waiting up to 30 days. When we talked with ***, the only time the refund was mentioned was when my wife asked if the refund would go back to the original payment method. He told us to keep an eye out for the refund in the next week. 

  The money that was refunded back to the original payment method was in the first transaction $550, which was our initial deposit. Then in a separate transaction $415.89 was refunded back to the original payment method, which is the amount of our monthly payment minus sales tax. These two amounts total $965.89, which is not even close to 50% of what we paid in minus costs not to be returned. As you see in the contract, they do not mention the time it would take for the refund or the *** until you go in for a refund. Then it was switched up on us like a "bait and switch", which has left me and my family wondering what is going on and how can that be legal. 

  If I had received 50% of what I paid in, there would be nothing else to discuss. But those two amounts do not add up to 50%, no matter how you calculate it. We have not received anything in writing from the funeral home to substantiate the two amounts that were deposited back onto the **** I believe I am owed $1,329.70 as is equal to 50% of the total and I have been refunded back $965.89, which is $363.81 less than what I am owed. If that is paid to me, I will have accept that. But I am not going to stop until I am paid what I am owed, by whatever lengths I have to. If that means filing a case in small claims court I will. I feel as though this business is preying on others' suffering.

  
  Sincerely,
  
  *****************************

  Business response

  05/17/2024

  I am sorry to hear that ************************ is still dissatisfied with our response to his complaint.  After 3 days from the contract sale date, all cancellation refund amounts are calculated based on the contract language on page 3, item 3 (see IMG_20240425_0003.pdf that ************************ uploaded).  It states, "In the event of cancellation, the Seller shall refund fifty percent (50%) of payments applied to undelivered merchandise, services, and unconstructed crypts, niches or undeveloped property plus interest earned. The amounts applied to processing fees, sales tax, interment rights, endowment care and delivered merchandise and services are not refundable."  ************************ paid $2659.40. We retain the non refundable items which are the $125 processing fee, $488.89 sales tax, and the $115.15 finance charges accrued over the 5 months of the 12 month contract term.  The difference of the amount paid and the non refundable items is $1930.36, of which we refunded 50% in two amounts totalling $965.18.

  As to the timing of the refund, our office received a call at approx 9 am on Monday 4/8/24 during which an appointment was set for ************************ at 1:30 pm that afternoon.  ************************ met with our staff and provided a written request to cancel his contract.  Although state statute allows us 30 days to make a refund for this type of contract, we are usually able to complete the process with our bank within a 2 week timeframe.  This proved true in this instance and the refund was processed Friday 4/19/2024, which was the week following **************************** appointment.

  If there are any additional questions on this matter, please don't hesitate to let me know.

  Customer response

  05/24/2024

   
  Complaint: 21579002
  
  I am rejecting this response because I do not feel that they are entitled to keep the funds they outlined such as the sales tax amount. We did not receive any product that would have generated the sales tax, and we feel that these people are straight-up thieves. No wonder they do not have a good rating from BBB or other agencies that are aware of their practices. We should have received a lot more refunded back to us, but, of course, that is not the case.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mom passed away on 5/19/2023. On Sunday the 21st I met with funeral director. We paid **** dollars, director said that was all.She asked if I wanted to be notified before the cremation. There was a Japanese custom that I wanted to do. After not hearing anything for 2 weeks, I called to see what was going on.mom had already been cremated, manager asked if there was anything they could do. Advised it was already done. They said that she would be interred on 6/21. It could take place day before or day after. I said I would come by after 2pm on Thursday 6/22. I get a call a few days before Thursday. States someone neglected to tell me I had to pay another ******. I advised unable to pay that amount, they said I could take moms ashes home. I asked since the urn was already paid for could I pick up ashes in the urn. ***** told me I could. On Thursday morning he calls to say mom was unable to be placed that day. He said he would call me as soon as she was ready. I havent heard anything back from *****. I called the following Monday and asked if I could sell the niche and bring both mom and dad home. ****** said she had to ask her manager if that is something I could do. States she would call me back. After not hearing from her I called back and was told manager was and he would be back in a couple of days. I have since messaged ***** asking if I could pick up moms ashes. He hasnt called me back or messaged me. I feel as though they are holding my moms ashes hostage since no one is getting back to me. I just want my moms ashes returned to me so I can let her rest in peace. The front page of their online site..it says no hidden fees. I beg to differ on that. Thank you for your time.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  *No refund has been received yet* My family has been with Mountain View since 2007 my brother was buried there first & we never had any issues until now. My father passed October 20, 2020, laid to rest beside my brother. We purchased an extra add on, a bench for the gravesite that cost my family $7808.53. Fully paid off by 1/25/2021 so we expected installation within next 6 months to 1 year. Called couple times to check status of arrival & was told to expect shipments delay due to Covid. We continue to patiently wait for an update but life went on. By October 2022, realized it would be 2 years since my dad passed & still havent heard anything. I called to check & got a message reply from ****** saying she wasnt able to find our file about the bench! Just hearing it broke my heart, I cried over the phone & very disappointed, asking hows that possible!? Where did our money go, if theres no bench!? She felt terrible, told me the person assisted us no longer work there, ask me to come meet. Oct 10 2021, I brought my copies to show her proof we paid it off. She ask to make some copies for their files. Im in disbelief & in tears! Just told her my family just want our money back, 2 ************** told us anything! After many attempts of trying to change my mind & pleading to do new order form with promise that bench could be delivered asap or choose from their inventory. I stayed firm said No, please refund my family back. She said ok she will let management know/apologized for what she just discovered. We were compensated with a vase but even with that, still tried to slip in another chance to order again. Following week, she text me to come in Oct 27 with my mom because moms name on the contract, also to sign papers for full refund/vase gift. The funeral manager, *** was there. He apologized for mistake & also tried to persuade us from getting a refund. Follow up text to ******, no reply. Forward messages to ***/management/directors, no reply. Told to keep trying?

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father, **********************************, passed away May 16, 2021 and Mountain View Funeral Home was his choice of burial arrangement. My father had paid into his burial his entire life and told me that everything including the casket, transportation, and grave market were paid for.Evidently, there has been some confusion along the way and there was an irrevocable trust set up for the amount of $2,227.52 by a ********************************* (sister in law) that was forged signature of my father and never approved by Mountain View but deposited upon my father's death. I am asking for what? Then there was another amount that was deposited $3,233.52 to cover additional costs? For what? I have asked Mountain View for copies of the statements for all the debits and credits so that I can make sense out of what services this additional money was used for. There was not funeral, by the way. Now I have asked Mountain View for these statements and they will not provide me with this. I even went to the ********** of ********* and aske *************************, Investigator for this and was told no. I need an attorney to get this info. I have strong reason to believe that there has been some foul play in and possible money laundering. I wish to have the BBB obtain these debits and credits for my father so that I can see what services were performed as my brother (executor) says I owe him $1,100 for my father marker. What is going on over at the funeral home?

*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. ↩