ComplaintsforRose Hills Memorial Park & Mortuary
Funeral Services
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Complaint Details
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Initial Complaint
04/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
3/2023 I asked the director of ****************** *********************** stated she would not allow me to place a headstone on my fathers grave. She stated that in order to let me place a headstone on his grave I would have to *** the company. I then attempted to seek legal counsel, I called back today 3/15/2024 and spoke with the new director named ***************************. She stated that in order to place a headstone on the grave I would have to obtain a court order. I have done nothing to get this treatment and as a Disabled Veteran, I am appalled. I am requesting something be done to rectify this is*** immediately. Thank you.Business response
04/18/2024
Thank you for contacting the Management of our ***************** to discuss the process of ordering or placing a marker/headstone for your father. I apologize if their explanations were not clear. We would like to assist you, but as discussed, it will require approval of your fathers next of kin to authorize the placement of the grave marker/headstone. If you are unwilling or unable to speak with the next of kin to obtain this authorization, then you are welcome to obtain a court order to supersede their authority. Since our records indicate that you are not the cemetery property owner,nor the immediate legal next of kin, we are unable to fulfill your wishes at this time.Customer response
05/09/2024
Complaint: 21441458
I am rejecting this response because:
I should not have to obtain a court order to put a headstone on my natural born fathers grave. It is disgusting that such a reputable business allows deranged next of kin make decisions against a whole family wishes on behalf of the deceased. But, I will be retaining a lawyer and you will hear from them.
Sincerely,
***************************Business response
05/16/2024
Thank you for your response, and again, Im sorry that we are unable to fulfill your wishes at this time.Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My mother was buried at **** Hills Memorial Park on 01/22/2024. The following day, I went to the Rose Hills marker department to submit the paper for her marker. (Case #: 42710230S). The representative said that I'll be contacted by their design department with the design for approval within 10 days. After 10 days, I haven't received any contact from their design department. After several calls and emails, another representative resubmitted the request and also said I will be contacted by the design department with the design layout. A few months has passed and I've tried to reached them via email and phone, and they either ignored my email or keep saying it'll take another 2 weeks or so. It's ***** now and I still have yet to receive any status. The marker is prepaid and I've paid an extra $514.10 for adding a photo on the marker. I've tried reaching them a week ago and they simply ignored my email. When I called them to check the status, they told me the same story again and cannot provide the date I'll be contacted.Business response
04/18/2024
Thank you for contacting us with your concern and I apologize for the delays you experienced. Our ***************** Staff has been in contact with the family and have finalized all outstanding details. The completed Marker Order has been submitted to the manufacturer on April 11,2024.Customer response
05/08/2024
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
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother ******************************* purchased an Urn plot for two. My mother died 11 months ago. My brother is looking for the paper work that my mom purchased for two. Rose Hills acknowledged that my mother purchase the plot and it belonged to her. Well now she is dead. So, since she is dead that cant do anything. I have a plot that is for two. I was told that upon my death the plot goes to next of kin. So when I die my son can choose to put me in the plot or put me in a coffee can and sell my plot. This contradicts what they told my brother about my mothers plot. Rose Hills has been giving us the runaround.Business response
02/15/2024
Im sorry to hear of this experience and appreciate the opportunity to follow-up with you directly. Paperwork regarding your purchases and cemetery property have been mailed to you. I have addressed questions pertaining to your mothers cemetery property via email. Its my objective to help ensure all of your questions are answered. Please feel welcome to reach out to me if I may be of any future assistance.Initial Complaint
08/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother, ************************* DOB 2/4/1925, passed away on 3/8/2023. She was buried at Rose Hills Memorial Park, ********, **********, on 4/14/2023 alongside my dad, ***************************. To date, her headstone has not been installed. I have been talking to ***** in the marketing department on a weekly basis. It has now been 3 months and 18 days since my mother was buried and no headstone. ***** has told me twice during the month of July that she would make this a priority and call me before the week ends. She never calls me back, I always have to call her. A little over a week ago, ***** told me my mother's (and father's) headstone would be installed by the end of the month (July) and she would call me. Still no phone call, I called her yesterday 7/31/2023 to get an update. She told me "I give you my word, I will call you before the end of the day". I reminded her she always tells me she will call but doesn't. Again she said, "I give you my word". No phone call from ***** of **** Hills yesterday. Today, 8/1/23 I called ***** and told her she never called. She claims she called but my phone rang busy. The number she has is my cell phone. It does not ring busy and there is no missed call from her nor a voicemail. Today I asked to speak to *****'s supervisor. She put me on hold for 10+ minutes just to be transferred to a voicemail. My mother and father's grave is difficult to find because the grass has settled. My brother's do not want to take flowers to our parents because it's difgicult to find without a headstone. I am at my **** end and need help. PLEASE help me, I want some answers and the headstone installed. This is no way to treat immediate family that are grieving.Business response
08/24/2023
********************** complaint was responded to promptly after we received it. Her complaints have been fully resolved to her satisfaction.Initial Complaint
05/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
In November, of 2022 we ordered a plaque for my mother ***********************. She passed away on 12/16/2021. We were told, it would take five months to install. It has now been six months, and it has still not been installed.I called last week, and was told they would try to put a "rush" on it, and someone would call me back. I never received a call back.I went in today, Wednesday, May 10, 2023. I asked to speak to a supervisor. I was told one was not available, but someone would call, or send me an email, by the end of the day. I still have not received a response.When we ordered the plaque last November, we paid with a cashier's check, so I know Rose Hills was compensated and failed to install the plaque. The ******************** is providing poor customer service.Business response
06/14/2023
Thank you for notifying us of your concerns. Management from our ***************** appreciated the opportunity to speak with you on June 9th regarding your experience and delays. We believe the issue to be resolved shortly. Please feel welcome to contact us with any other questions or concerns. - *********************Customer response
06/28/2023
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
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
case#********S ***, **** On 12/21/22 we placed an order with Rose Hills for memorial marker for my dads grave site. We paid $1318.27. To this date the marker still has not been installed. Me and my family members have followed up numerous times via telephone, email, and in person. Rose Hills has given ** the run around and excuses after excuses for the delay and not installing the marker. Among the excuses is due to the weather has been raining and ground is wet. Raining season is over and no more excuses! We just want a resolution and commitment that we get what we paid for.Business response
05/05/2023
Rose Hills apologizes for any delays with installing the memorial, despite the fact that the heavy rains have caused many types of delays at the park as was explained to the customer. This ********************** was installed on April 26, 2023. As this was the requested resolution to this complaint, we now consider this matter to be satisfactorily resolved.Customer response
05/26/2023
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
12/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Burial for my dad this past Monday they pressed me to get it done or they were going to charge me $350 a day when they put my dad in the ground they put them in cricket and trying to reach the company over 21 times leaving messages at that point I started to say I'm going to charge you 350 a day with this doesn't get fixed going on a week now at $350 a day I'm charging them and still have not not a call back about my dad's this position with me crooked. They had placdInitial Complaint
10/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Marker for my Parents (shared) Crypt was removed after my Mother's Funeral service, on 2/4/20. As agreed the Marker was to be engraved with her Date of Death (1/25/20) & then returned immediately afterward. However, it's NEVER been returned & Its been over 2.5 years!!!!! I've yet to receive a return phone call, email, or a Picture as,Proof of Completion.Business response
01/12/2023
Business Response /* (1000, 8, 2022/12/09) */ This memorial was completed and installed in April of 2022. However, the memorial is now not at the site. We have ordered another one and are waiting for it to be produced. We will install the memorial and notify the family as soon as we install it.Initial Complaint
08/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been going to put flowers ************************************ I bought a marker ******************* and everytime I have been there the marker has not been done. They have given me so many reasons why it hasn't happened. I just want ********************** done. The first reason was it was on hold then it was not paid for after I paid for it last year it is still not done. Please help me in this matter. ******************************************Initial Complaint
08/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Grave marker approval submitted on December 15th 2021 and it is still not completed as of August 20, 2022. The original estimate for completion was 12 to 14 weeks (with delays due to COVID) and they still have not completed it. Spoke to *********** sometime in June or July and was told that she will take care of it but still has not yet been resolved. Stopped by Rose Hills today to speak to someone about the problem and was told that the marker department is closed on the weekends and to come back during their business hours. I feel like I shouldn't have to go back during their business hours just to ask about a status update just because they aren't able to reply to a simple e-mail or have the courtesy to give a call back.Business response
10/07/2022
Business Response /* (1000, 8, 2022/09/19) */ Please see attached
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Customer Complaints Summary
24 total complaints in the last 3 years.
5 complaints closed in the last 12 months.