ComplaintsforGlenwood Funeral Home and Cemetery

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 2. Body of deceased transported from Medical Examiners office in Edmonton to funeral home in Sherwood Park. After discussion with the Glenwood Funeral Home closer to Red Deer where we reside. Received charge from funeral home for $598.50 for Transportation Costs from Medical Examiner in Edmonton to Glenwood Funeral Home. Investigation on Medical Examiner website *************************************************  revealed that the ME covers the charge of transportation to and from deceased location up to equal distances (the deceased passed away in Sherwood Park, and was returned to a funeral home in Sherwood park. So this falls under the ME description. Requested refund of the $598.50. March 4 on the phone, I talked to the Manager at Glenwood, who informed me that the charges were valid and they would not be refunded. On March 6 called the Medical Examiners office, spoke with an employee who confirmed my inquiry was correct. I spoke with an employee at the Alberta Funeral Services Regulatory Board (AFSRB), who also confirmed that transportation to and from is covered. At end of day March 6 I emailed Glenwood advising of my findings and formally issued a complaint and requested a refund. March 7 Glenwood responded that he had spoke to a different person at the Medical Examiners office, and that she said the charges were valid. Glenwood suggested I speak to her. They also suggested I contact the AFSRB. At this point I informed Glenwood that we'd be proceeding with the complaint. We are disputing the $598.50 as well as the fact that this has probably happened to many other people who are unaware.

  

  Business response

  08/03/2023

  Good morning everyone,
  
  After speaking with several parties, it has been made clear that the current definition of the OCME’s transfer policy requires further investigation. I have received different responses than Mr. ****, creating unnecessary mistrust and damaging our professional reputation with this family.
  
  Out of respect for the St. Louis family and to facilitate their funeral and grieving process, we will be waiving the transfer fee.
  
  We will also be requesting that the AFSRB (Alberta Funeral Service Regulatory Board), AFSA (Alberta Funeral Service Association), and the OCME (Office of the Chief Medical Examiner) establish a clear and concise practice for both funeral homes and the general public. If we are to be billing the OCME for our transfers from their office, then we are certainly willing and able to do so. We will not charge the family for any service that the government is covering.
  
  This not only impacts Glenwood Funeral Home but every funeral home in the province. Glenwood Funeral Home holds itself to high ethical standards and I will ensure that we are serving our communities in a professional and dignified matter.
  
  As always, if you have any questions or concerns, please reach out,
  
  
  Regards,

  ***** *****

  ******* **** *******
  Tell us why here...

  Customer response

  13/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19554933, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

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