ComplaintsforHeritage Cremation Provider LLC
Cremation
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Complaint Details
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Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
October 10, 2023. I was quoted $995 for cremation, I was billed $1,195. I was not told about all the other fees that would be charged.We were forced to drive twice as far to pick up out daughter's ashes (*********** ** instead of *********) or she would not have been at her own funeral on October 21st.The ashes came in a plastic case clearly marked "temporary" when I was told by ** and ******* they were providing an urn. We had to find a suitable urn on 10/20. I want reimbursed $50 for the urn and another $50 for driving to Springfield and back.This company is terrible at returning phone calls, they were always on the phone when I called.Initial Complaint
06/06/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I contacted Legacy Cremation Services (AKA Heritage Cremation Provider) when I found out my dad passed away in November 2022. I spoke to **, and he provided pricing. Went back and forth on paperwork, only to see the price on the paper work was over $500 more than his initial quote.I paid with a *********** and the remaining amount after payment was made was for $1290, which is the amount that should have been refunded back to me. ** is a dispicable excuse for a human being who steals from families going through bereavement. I know he received payment because I have had my dads remains and death certificates since 12/05/22.However, it is now 05/31/23, and I STILL DO NOT HAVE MY REFUND. I have been more than patient and gracious and I have called REPEATEDLY, but every time I call AJ, he is completely rude and disrespectful. He also presents as though he is local, but Im in *****, and he is in ********. Although he is the Owner, continues to say ***** is the only one who handles refunds because they are not what [he] does. I even received a package last week in the mail with a brochure and explanation of their services. Really? He can send promotional information and a letter, but STILL NOT send my refund after 6 months?! Its a slap in the face!He just keeps telling me to call back or try again at a time ***** will be in the office, but every time I call back when he tells me to call, she is NEVER there. H*** just say, ************* yet or you just missed her or try to call back in 30minutes, but shes NEVER there. At this point, HE should handle the issue, but he refuses and he said doesnt even know how to get into his Quickbook system. STAY AWAY from AJ/Legacy/Heritage Cremation Services/Provider. He is only out to steal your money! He said, its only $1290 refund, thats nothing. Well, if its nothing, why am I STILL waiting on a refund? It doesnt matter if it were $5, if that is the refund Im due, thats what I should be issued!Initial Complaint
03/23/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
This business is a shame. My brother recently passed in Georgia and our local funeral home in **** contacted them.for ** while I flew down.My brother laid in the ********************* for 5 days!.They kept send paperwork that needed printed then signed then emailed.Asked if I could.just come in, only to find out they are located in ********.Took hours for return phone calls.Only time they called.me back is after I canceled my credit card and found a local funeral home to help.Don't do business with them, they charge double what they tell you and then saw its all correct charges. Even after they called and I told them.i canceled they card they didn't even ask why or apologize or anything.Total diameter of a company taking advantage of peopleInitial Complaint
03/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I am not looking for any gain, I just want others to be aware of how horrible they are. They kept my mom's remains for almost 3 weeks! Between my dad and I, we called almost everyday. They always said they would call us back and never did, which is why we had to keep calling. They kept her as long as they possibly could to keep making more money. They had no problem with our card information the first time, then all of a sudden the payment wouldn't go through. We verified all information was the same as the first time and when we contacted the bank, we were told they were putting in the wrong CVV number. We let them know and they still continued to do it, seemingly purposely. All we wanted was my mom's remains home and they made it way more difficult and longer than what it should have been. Go anywhere else but to these peopleInitial Complaint
01/20/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I had used Heritage for services regarding my mother. The company advertised a price and that were local but upon picking up my mothers remains found out that they were not and that they charge for services that the actual cremation provider has to file by law. I had used Heritage for death certificates and they charged multiple service charges for doing so. My mother passed in November and still have not received them in January. I had called Heritage multiple days in a row and left messages which were not returned so each day had to call back and leave contact info to not receive a call back in regards to the whereabouts of the certificates I paid for. Finally on the third day I spoke to ******* unknowingly and the conversation ended in him mocking me and hanging up on me because once again he asked for my contact info and I said if you are taking my name down the past three days they should have my contact info. Later that day still not recovering a call back I called Heritage to finally speak to someone. When I did I told them I no longer need their services for certificates and want a refund for services not provided. I then spoke to ******* and again, where he denied mocking me earlier and got hostile and told me tough luck I will not get a refund. I mentioned contacting the BBB and told me good luck and they will not help. Therefor I am asking for your help getting a refund for services not rendered months later.Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
They refused to call any my family back . They have my mother remains but refused to give any information even after a month . Could not have the funeral we planned .Initial Complaint
01/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
My mother passed away on December 6, 2022. I reached out to this company for services and they sent someone to transport my mother to a funeral home without asking me which funeral home I wanted to use. Ever since, I have not had a positive experience with this service. Today is January 6, 2023, exactly one month since my mother passed away, we have NOT received my mother's remains and her death certificate. Their communication has been very poor and I have tried to get a hold of someone at Heights Crematory, where Legacy Funeral Services sent my mother's body to, and no one is responding to my phone calls. I've sent multiple emails to Legacy Funeral Services and they're not responding, either. They keep saying my mother is in line for cremation and this line has been repeated for the last two weeks and nothing is happening. This is putting emotional distress on me worrying where my mother's body is. I need help resolving this situation.Initial Complaint
12/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
My brother passed November 16, 2022. I contacted this service to handle cremation and remains. As of this date I have not received his ashes. I've had to have various agencies involved. Heritage, also known as Legacy, did finally respond as to where the body is, however this company (Legacy) is suspicious. I learned that Heritage was bought by Legacy though their advertisements still use name the Heritage. I called the number on the paperwork and I got a company selling life alert products, went to the internet and the number was different. I was also told they were located in the capitol city of my state but can find no reference of them, the only reference is ********, so I'm using the ******** address. The Crematory acknowledged receipt of the body but are having paperwork issues. One issue was the delivery to me of ashes, I have a receipt where I paid to have them mailed to me.Initial Complaint
12/15/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I contacted a cremation provider that originally called itself "Heritage Cremation Provider." They represented themselves as part of the "Heritage Funeral and Cremation" company. All of the paperwork they sent carried the name "LegacyFuneral.com." After completing many forms to set up the cremation of my nephew, I received an invoice from Legacy that was $600 higher than the quoted price. When I questioned the charges, the representative "A.J." was unwilling to say more than that these were "Charges for Cash Advance Estimates" and that they had no control over these things. When pressed he told me they didn't have room to take my nephew's remains and had to send him to a different facility. He led me to understand that my nephew was still at the ************************. I made the decision to end the business relationship because of the deceptive practices by the Legacy representative. I later found out that my nephew's remains had been transported to Heritage ************************************************ the place I thought I was talking with. The website for the imposter used the name Heritage and presented themselves in a manner to trick people into thinking they were talking to the funeral home in *******. I understand from further research that this company is under investigation in other states.Initial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
They gave me a price over the phone then when I got the invoice it was $700 dollars more I want them to honor their phone price
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Contact Information
1755 Telstar Dr STE 300
Colorado Springs, CO 80920-1019
Customer Complaints Summary
16 total complaints in the last 3 years.
1 complaints closed in the last 12 months.