ComplaintsforNeptune Society

Cremation

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Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
was unknowingly duped into purchasing a Basic Pre Need Funeral Agreement for $1264 on 1/27/2020.Using Deceptive sales measures I was then told by the salesman in order to purchase the Basic plan I had to additionally purchase other accomodations to the pkg; where the total pkg balance came to $3096.01 I've made $50 per month payments since 2020 my balance due to date is a little over $600.I was sent an email by ***** the Attorney General of California making me aware of the ongoing lawsuit with Neptune Society. I placed a call to the Belmont, CA office & was told to send a letter in writing attention: ************************* if I wanted to cancel. I sent in the letter 5/9/24 & spoke a few days later to ************************* she said, "Yes she received the cancellation letter." My issue is that for the last few weeks I've been told by **** that Neptune was sending a postcard mailer out to those who want to cancel their contracts. First the date was 5/21 now 5/31 neither dates have I received any mailer. I placed a call today & was told possibly next week! C'mon the letter of cancellation should b suffice so that I can receive my full refund!?? What's the problem?Claimed loss: $2,656.01
Business response
06/13/2024
Neptune Society of Northern California has a specific process to address ALL California Settlement Cancelations and refund requests. All letters were sent to ALL California consumers with information on the California settlement and full instructions on what steps to take if they desire to cancel and obtain a refund. With this communication coming directly from the corporate headquarters of Neptune Society of Northern California, we want to inform the complainant their options: 1.) please follow the instructions on the letter if the complainant already received the letter by now. 2.) Please click on the following link (********************************************************************************) and fill out the form. The complainant will find the form on the right side of the webpage about mid-page down. Click on "California Cancelation", and then fill out the form. 3.) Please call our California Settlement team at **************, they will submit the Cancelation and refund request for the complainant contract. This case will be resolved as long as the complainant following instructions will. Any of these steps taken will notify the California Settlement team that is addressing these cases of the request and the complainant will receive a full refund and cut ties with the contract. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
06/14/2024
Hello, I received the postcard & also an email finally receiving an answer to the complaint & when I will be expecting my full refund n the mail. My only issue is that part of my pkg I paid for merchandise the boxes, candle, book , etc I was told by ********************************* just to keep it or donate it. However the postcard states that the merchandise should be returned postage paid but there isn't any clear direction on how to do that.
Customer response
06/24/2024
After receiving an email 6/13 the email stated I did not have to return any merchandise due to the age of the contract & I would be receiving a check by 5/28. Today 5/24 I received an email from the Funeral cancellation saying regarding SCI Settlement Inquiry their records indicate I have not returned a cancellation notice. What's going on with all these different organizational names for the Society. They are passing the buck. I was given a number for an Administrator named *** he tells me today I must now wait 2 more weeks for the check! ???? I said if it doesn't arrive then he said call back. We should be receiving Interest for Neptune holding this money or time limits. This company to me is a complete sham Passing the Buck from 1 department to another????
Customer response
06/25/2024

Complaint: 21819464

I am rejecting this response because:After receiving an email 6/13 the email stated I did not have to return any merchandise due to the age of the contract & I would be receiving a check by 5/28. Today 5/24 I received an email from the Funeral cancellation saying regarding SCI Settlement Inquiry their records indicate I have not returned a cancellation notice. What's going on with all these different organizational names for the Society. They are passing the buck. I was given a number for an Administrator named *** he tells me today I must now wait 2 more weeks for the check! ???? I said if it doesn't arrive then he said call back. We should be receiving Interest for Neptune holding this money or time limits. This company to me is a complete sham Passing the Buck from 1 department to another????

Sincerely,

**************************
Business response
07/01/2024
Neptune Society of Northern California has a specific process to address ALL California Settlement Cancelations and refund requests. Neptune Society of Northern California will honor the resolution that the complainant would like to have as long as they follow any of the following options as the only process that we have in place for all California Settlement concerns by law: 1.) please follow the instructions on the letter if the complainant already received the letter by now. 2.) Please click on the following link (********************************************************************************) and fill out the form. The complainant will find the form on the right side of the webpage about mid-page down. Click on "California Cancelation", and then fill out the form. 3.) Please call our California Settlement team at **************, they will submit the Cancelation and refund request for the complainant contract. This case will be resolved as long as the complainant following instructions. Any of these steps taken will notify the California Settlement team that is addressing these cases of the request and the complainant will receive a full refund and cut ties with the contract. If the complainant fails to follow any of these options, then there will be no resolution because we need to know what the complainant needs and wants. We cannot decide for them. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
07/02/2024

Complaint: 21819464

I am rejecting this response because:
I have already submitted a cancellation request on 6/13 & received an email which im sending snapshots of from ********************* advising my request was submitted & my refund should b received n 30 days. I'm dissatisfied with Neptune because it appears they are prolonging sending me my monies. This message was the same message I've been receiving over & over & it was making me appear they have t received my refund request! I have all correspondence saved! I was told when I called the cancellation number Friday 6/28 by ************************* my check was cut 6/27 & I should b receiving it in the next 2 weeks therefore abusing by the 30 day clause to issue my refund. JUST MAIL MY MONIES!
Sincerely,

**************************
Customer response
07/02/2024
Hello BBB,
I would like to rescind the statement written earlier today 7/2 about Neptune prolonging my refund. In today's mail I finally received my Refund Check n the full amount of $2549. So we can close the investigation & I thank BBB for all the work it has done as arbitrator.
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My MIL started paying on a cremation with Neptune Cremation Services, I believe around Oct 2023. She paid $1906.40 at her time of death and still was set to be billed $1981.60 to compleat her debt. She did mention she was paying on cremation to me, but she was also a little confused and gave me no details. When she passed, the hospital sent her to a close place in town. When I told them that she had a Neptune account, they stated that there would be a significant charge to transport her there, as it was over an hour away from where my MIL lived. The price they charged me for her cremation and all that it entails, was less than my MIL had already paid to Neptune and less than she still owed. It would have cost me more to use this service (after she had already paid what the cremation business in town was charging me total). We received a bill that she was behind on her payments. When I called to tell them that she was unable to use their services, they informed me IF I sent a death cert AND filled out all their forms, they would stop billing her. Any partial or full refund was denied.
Business response
06/13/2024
Neptune Society first would like to extend their condolences to the Lepchenske family. Neptune Society sincerely apologizes to the complainant for any inconvenience that they encountered, but we are glad that another service provider took the complainants mother-in-law into care. As the complainant stated in the complaint, we need a copy of the death certificate and a completed Cancelation form in order to address her billing concern and stop payments. We recommend that the complainant follow these steps. Our Customer support team will be more than happy to guide the complainant through this process, as they are fully aware of this complaint. Please call our team at ************ for full resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
06/13/2024
I have already submitted a death certificate and filled out their forms. I can repeat the process if they have misplaced these comunications, but would still, ulitmately, expect a resolution.
Thank you,
*********************************
Customer response
06/13/2024

Complaint: 21818555

I am rejecting this response because:
I had previously sent those documents. I have resent the requested documents and wish to proceed with the negotiation process.

Sincerely,

*********************************
Customer response
06/14/2024
They have done nothing more than the original complaint. That is the exact same response that they said initially. They charged my MIL over 2x normal recognized cremation fees for a service that she was ultimately unable to use. After she had already paid more than the total cost I paid elsewhere, she received no benefit or refund from Neptune. They are scamming confused, low income senior citizens. Please help at least get a partial refund.
Initial Complaint
04/10/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
******* forged my name to the contract on 2-26-2024. Asked if i wanted an urn with no additional price to the package. I received the contract sent to my house on 3-9-2024 seeing that the overpriced urn in the amount of $1.460.00 was added. I called on 3-26-2024 to cancel your services. Accounting said it was past 30 days and I would still owe $2.770.00. ******* said she could not tell me the price of the package, she said I will see the total when I receive the contract. If I would have been told by ******* the price, I would have declined doing business with Neptune. I tried returning the urn by calling the number on the package, it is disconnected. Accounting tried pulling money out of my account on 4-9- 2024, as per the contract automatic payment was to start on 04-25-2024.. I put a hold on my bank account on ********. ********************** has deceived customers out thousands of dollars by not sending refunds. I have reported this company to better business bureau. I do NOT wish to continue doing business with Neptune, cancel my account, ********************** is not to be trusted.
Business response
04/29/2024
Neptune Society sincerely apologizes for this poor experience. Neptune Society is currently guiding the complainant through the steps to obtain a resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
04/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mother passed away on Dec. 7, 2023. My mother's death was reported to Neptune on Dec. 8, 2023. **************** of the *****, ** location was assigned as the Service Manager. I told ****** that I would be traveling from ** to ** to take care of my mother's final affairs and that we would be organizing a service later in December. My cousin and I provided ****** with all the requested information. ****** waited until Dec. 14, 2023 to inform me that there was an outstanding balance on my mother's account and that she could not move forward with anything until paid (this is contrary to what ********** of Neptune's MN office said, which was that the process could still go forward; ********** is ******'s supervisor). The outstanding balance was paid the same day as ****** informed us it was due. We also finalized the paperwork within a couple of days of receiving it.On Dec. 18, 2023, we followed up with ****** and were told we would have my mother's cremains available for pickup on Dec. 22, 2023. This did not happen. My mother's service was scheduled for Dec. 23, 2023. ****** continued to tell us we would have the death certificate and cremains on dates that came and went without us receiving anything. ****** never provided proof that she filed a complaint against the doctor with the OH medical board, though I made several requests for her to do so. On Dec. 26, 2023, ****** told us Neptune's cremation policy "states it can take up to 15 business days."On Jan. 2, 2024, we were informed that ****** was out of the office but would get back to us. On Jan. 4, 2024, ****** finally responded and said she would call me "with an update tomorrow." ****** NEVER called. We followed up again on Jan. 8, 2024, and again on Jan. 9, 2024.My mother was not cremated until Jan. 10, 2024--MORE THAN ONE MONTH AFTER HER PASSING and well beyond Neptune's "15 business day policy." We received an email on that same day stating that Neptune needed a photo of my mother before the cremation could proceed.
Business response
04/29/2024
Neptune Society sincerely apologizes for this poor experience. Neptune Society will be calling the complaiant in the next upcoming days to extend a resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
05/03/2024

Complaint: 21531741

I am rejecting this response because no one has reached out to me. Nothing has been resolved.

Sincerely,

Nyja Prior
Business response
05/16/2024
Neptune Society sincerely apologizes for this poor experience. Neptune Society has spoken with the complainant, and we were able to resolve this complaint. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have tried numerous times to be taken off the mailing list. I never signed up for them nor do I want their advertisements. Again, I never called them about services nor have I at any time requested it. I want my name removed and the mailings to stop.
Business response
03/21/2024
Public reply:

Neptune Society is confirming that the contact has been fully removed from our database as of March 21st, 2024. Neptune Society recommends that the complainant uses this communication as proof of the removal. Neptune Society apologizes for the inconvenience that the complainant encountered. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
01/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Have had 2 contacts from Neptune Society, *********. After the first contact, I published a ****** review and got response from them. They apologized and sent a link to opt out of their UNSOLICITED mailings. I did so. I received another mailing (either 1/23/2024 or 1/24/2024 -- picked up mail today). I want them to stop sending me FUNERAL INFORMATION!
Business response
01/26/2024
Neptune Society wants to sincerely apologize for this embarrassing inconvenience that the complainant encountered. Neptune Society is confirming with this communication that the exact contact information for the complainant Gerlonda Battles (******************************************************************************)that was submitted on December 9th, 2023, via Link (***********************************************) was fully removed from our Database and all internal systems on December 9th, 2023. As a reminder, Neptune Society provided the following message to the complaint upon their submittal of opt-out request: "We're sorry to see you go. You have successfully opted out of our marketing campaigns. However, because campaigns are developed in advance,you may still see email for up to 10 days and receive physical mail for up to 60 days. Phone calls should stop within 24 hours."

It is our understanding that 60 days have not completed.Now, with this BBB complaint the complainant submitted a different address (*********************************************************************************) than the one that was previously entered via Opt-out link. Neptune Society wants to confirm that as of today January 26th, ****, we have opted-out this second address to prevent any other inconveniences to the complainant. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
01/26/2024
I have received Neptune Society's apology and assurance that they would remove my contact information from their database in the past -- they continue to mail be their MORBID invitations to sales meetings. I need to believe their promist to stop contacting me, period! (FYI, I have donated my remains to medical research facility.)
Customer response
01/26/2024

Complaint: 21195004

I am rejecting this response because:
Neptune Society has PROMISED me, in the past, that they would LEAVE ME ALONE and stop ending me MORBID mail -- they have not stopped so I've filed a BBB complaint. Under the circumstances, I am reluctant to accept their promise to stop sending me their unsolicited mail. At this point, I don't know what to do -- accept your PROMISE or continue this grievance.
Sincerely,

Gerlonda Battles
Initial Complaint
01/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was wondering if all Neptune society are the same or it operates based on locations ?My issue is not beening able to veiw the loved one prior to cremation! Only the wife was allow to view her husband. There are others who know him over 40 years but was deny access to him A few years ago, I used your services and allow entry to my best friend veiwing. That meant the world to me.All we ask is to be allow to say goodbye to our friend once last time in person. He has been like a father to 2 ladies and assistant in the growth of them
Business response
01/22/2024
Neptune Society is aware that this complainant was in attandence ofthe viewing of his love one on January 16th, **** in addition to 5 other people. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
01/22/2024

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
11/20/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I dont think that this is not a legit company and is selling an overpriced service. They are charging me 3 to 4 times a regular cremation would.
Business response
01/05/2024
Neptune Society spoke with the complainant via phone and has honored her request. Neptune Society has provided the steps to take to proceed with the resolution to her concerns. The complainant understood and is satisfied. The resolution is in progress. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
11/17/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 07/03/2023 I initiated an agreement with Neptune Society for future cremation services. I made an initial payment of $99.00 on that date. Per the written agreement, I had 30 days to evaluate the contract during which time I could cancel and receive a full refund. On 07/31/2023 (within the 30 day limit) I cancelled the agreement and requested my $99 refund. I physically returned all paperwork and related items to my local Neptune location (***************, ** ************) on 07/31. On 08/21/2023 I still had not received my refund, so I again contacted my local Neptune office. On 09/07/23 I still had not received my refund. I again contacted the local Neptune location. On 11/03/2023 I still had not received my refund. I again contacted the local Neptune location. Apparently refunds are issued from the Neptune corporate location in **********, ** however its now been over three and a half months and I still have not received my $99. All I want is my $99 refund from Neptune Society. Thank you.
Customer response
12/15/2023
I received my $99 refund from Neptune Society on 12/05/23. Thank you to the BBB for your attention and assistance.
Initial Complaint
11/10/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The date of beginning of problem is Oct. 10,2023 in which is the cancellation of this service.I paid the amount of $64.49 as a down payment (was told that amount would be refunded)In addition, the amount of $44.68 was charged from my account on Oct. ******* in which I was told when I cancelled that there would no longer be any charges.I contacted the office and was told that there would be a check mailed within the next couple of days. I have called multiple times and kept being told they would mail a check. I have not received any refund and my calls are not being taken. It appears that my email is being blocked. I am on a fixed income and their actions hurt me financially. I need assistance to solve this issue.
Business response
11/16/2023
Neptune Society has has reached out to the complainant to let her know that the refund for the remainder $44.68 is already being processed and will be sent to her within 10 days. Complainant is satisfied with Neptune Society honoring her desired resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

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