ComplaintsforOlinger Chapel Hill Mortuary & Cemetery
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Complaint Details
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Initial Complaint
08/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
This complaint is for a service offered thru olinger Chapel Hill Mortuary and cemetery in centennial colorado, which thru there web sites offers flower placements to be placed on resting place of loved one. (Cemetery flowers.com).At the time when I purchase a plan for flower placement it was to work as - 1. Choose / purchase a plan 2. Flowers are hand placed at grave during month of choosing.3. Receive peace of mind email and photo.The reason I purchase this is because I don't live in Colorado and not able to place flowers myself so was relying on the service for the email and photo. The photo is the peace of mind because I can't go and see them for myself.My order was placed on May 5th 2024 Flex plan order# ****** to include Early Irish ******* for ***** Daydream ************************* for July, farmhouse sunflower for August, and ******************* for September. For a total cost of $137.72.Order placed on May 5th , June 16th, 18th, 19th I requested status of order. On June 28th I received a email from General manager Fres-************************* informing me that no flowers have been placed or completed due to staffing issues. Then on July 9th I received two emails from manager *************************** saying placements for June and July had been placed. No photos were sent or posted on olinger Chapel Hill web page under my account. Within 11 days we went from no placements to two months of placements being completed but no photo, I question if flowers were even placed? Here we are at the end of August and still have not received a email of placements.They may not offer photos now but at the time of my ordering the service they did. The photo is the peace of mind especially for those of us that live out of state or can't see for them selve due to other reasons.If they can't fulfill there end of the service they should have refunded the money or at least reached out to customer with explanation.Business response
09/03/2024
In regards to the floral placement program we expressed our apologies to ****************** and let him know we were unfortunately short staffed. At the time we had two grounds teammates to cover two cemeteries. With that being said I did let him know that our burials, memorial placements, cemetery services request were priority before our floral placements. We did not have a timeline to provide at the time with needing staff to cover all tasks. We are now at 5 grounds teammates and they help cover all our daily tasks at both our cemeteries. We did not intent to get behind on these and we did have a 3rd party handling these placements for us as well as email delivery of pictures. We understand how import these are to our families and us for our cemeteries. I sent ****************** and email on June 28, 2024 letting him know of delays and offering a refund at that time. I also followed up with an email in regards to this complaint on August 28, 2024. We will be issung a refund for the full amount on his origial formof payment. Due to his issues and concerns we are going to keep the floral planin place. Also included in his email was the placement picture. My sincere aplogies to ****************** for the issue that this caused.
Sincerely,
************************************
General ManagerCustomer response
09/03/2024
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
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
$3099.50 was paid to Olinger ******************************* for Cremation, Shipping costs and a copy of the Death Certificate. It took 4 months for the cremation, 2 months to receive the ashes, and it is now 8 months and I still have not received the Death Certificate.Customer response
05/17/2024
The company (*****) responded by phone and assured me that the certificate is 'in the mail' .
Business response
05/17/2024
Our Funeral Home Manager, ***** has reached out to ******* and spoke with him about getting his DC's and making sure he didn't have any other concerns.Customer response
05/21/2024
This is resolved. I received the death certificate.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.