ComplaintsforBaldwin Brothers Funeral & Cremation Society
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Complaint Details
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Initial Complaint
12/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I engage in a contract with Baldwin Brothers on 2021. My mother passed away on August 27, 2022, and her remains was taken to the island of St, Croix. I asked the funeral director, to send me a picture before she was send to the island. What I saw trouble me emesis, I told I didn't approve of her appearance. I asked we is the hair net that was provided. She told me not to worried, everything will be fixed. When the body was received by Divine Funeral Home, me niece intensify the body, was stun, she said grandma looks like a crazy woman. We paid Baldwin Brothers because of what we taught was going to be a great service but frankly I could have less money for the service we got. Divine funeral home safe the day and give my mother the dignity she deserves. Just look the before and after picturesBusiness response
01/04/2023
Dear **************,
We are so sorry for the loss of your mother and for your experience. It is our goal to serve every family we have the opportunity to service with compassion, empathy and care. We apologize if we did not meet your expectations and do feel a credit is warranted. Embalming/Preparing is a complicated process, and due to the circumstances presented, does not always result in the vision the family expected. We have served thousands of families over the years and strive to provide exceptional and genuine customer service for all of our families.
Sincerely,
Baldwin Brothers ManagementCustomer response
01/09/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to Ms. ****** your Funeral Director, about my mother's appearance, before her remains was send to the island of St.Croix, and your funeral service decided to do nothing.
Now you're attributing her appearance with the embleming .
Well then explain to me how Divine the receiving Funeral Home in the Island of St. Croix was able to accomplished the task.
You speak about strive and empathy, and the you have served thousand of family. Proof it to me by showing those attributed to my family.
I did my part by paying for a full service, and what I received was a lousy outcome.Customer response
01/09/2023
Her hair was not probably comb, she looked like homeless, even people that are homeless should be treated with empathy and respect.Customer response
01/09/2023
***Document Attached***
Baldwin Brothers *********************************************** implied that my late mother's appearance was because of the embalming. I am submitting and before and after pictures of my late mother.
Baldwin did not complete the job, but ****** was able to complete it.
See Attachment/File: ******* - before divine preparationBusiness response
01/16/2023
In our original reply, we honored your desired resolution of receiving a credit and now consider this matter closed. Thank you, ManagementInitial Complaint
03/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 1/27/22, my daughter, **************** & I paid Baldwin Brothers $1918 for cremation & a custom engraved urn & 4 death certificates + shipping of all of this for********'s dad, **************, who died on 2/2/22. We were informed his urn & death certificates would be sent to us in 10 business days. On 2/18, they had not arrived. On 2/28, we were told "Tory is mailing it." Then we were told someone made a mistake & didn't mail it. We had a memorial set up on 3/2/22 & called repeatedly begging Baldwin Bros. to get ****** urn & ashes to us in NY. A different unengraved urn was finally sent to us on 3/3, the day after his memorial service. I have since called Baldwin bros repeatedly to refund us for at least the $500 for the custom urn & engraving that I paid for on 1/27/22 & which we did not receive. My calls have been redirected to various staff who said they would "take care of this" but still nothing has been done. I have never encountered such abysmal customer service in my life. We paid them promptly, before ***** died, & their incompetence has just compounded our grief. Thank you.Business response
04/29/2022
Business Response /* (1000, 7, 2022/04/15) */ We are sorry for your loss and for your experience with us. We have issued a refund and have mailed a check. It is our goal to serve every family we have the opportunity to service with compassion, empathy and care. Thank you for allowing our management team the opportunity to address your concern. We have served thousands of families over the years and strive to provide exceptional and genuine customer service for all of our families. Sincerely, Baldwin Brothers Management Consumer Response /* (2000, 9, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.