Cremation
Neptune SocietyHeadquarters
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Complaint Details
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Initial Complaint
01/10/2025
- Complaint Type:
- Order Issues
- Status:
- Resolved
we require the cremation and death certificates. We're still waiting for updates on the cremation and death certificate. Payment terms specified in a particular section of the Service contract for relocation services are not being followed. Permit fees, including those for cremation, are included in the relocation contract and the permit fee should be refunded, As January 2025 begins, a month has passed, leaving us frustrated . The desires of the family and guardians have been disregarded.Upon arrival at the ********************** office on 01/07/2025, they declined to fulfill the Services outlined in the contract. Requested the death certificate and the remains of my mother. The Neptune Society states that we do not possess the remains or death certificates. They mentioned scheduling the cremation for today, 01/07/2025, and said they intended to send me the remains via priority express mail. Requested a phone call and a tracking number. On 01/08/2025 The only thing I received was an email containing a tracking number. As of 01/09/2025 The tracking number is displaying as "created" only. 01/08/2025 as of 01/10/2025 still displaying a created only.Why is the Neptune Society keeping the ashes and death certificate, and why is the Priority Express record only marked as "created"? The amount of misinformation and delay tactics is astounding and unbelievable. Neptune Society's actions concerning my mother's remains have left me profoundly disappointed. On 01/10/2025, Went to the Lake County clerk's office and paid for 12 copies of the death certificate. My mother purchased these services and settled the payments over a decade ago. They aren't delivering the promised services. 01/10/2025 Over a month has passed since my mother's death, and the lack of progress and incompetence in managing her remains are deeply concerning. The Neptune Society's actions appall me; they ignored our requests, kept my mother's remains, the death certificates, and broke a decade-old contract.Business response
01/29/2025
Neptune Society wants to extend their condolences to the complainant for the loss of his mother. Our records show that the delivery date was set to be Saturday 1/11/25,which the cremated ashes was delivered that day. Our Regional Manager *** ****** has been trying to reach the complainant and it has been impossible and the complaiant wont return any calls. No solution/closure can be provided to an impossible person to reach. Neptune Society wants to state that the Cremated ashes were mailed per the complainant's request as he stated he did not want to personally come to obtain his loved one and that it was ok to send via mail. The family has both the ashes and death certificates in their possession, since 1/11/25. Our contract with them was fulfilled.The pre-need agreement didnt include the cost of the cremation permit, simply 1 death certificate, which we honored. We need the complainant to please call our regional manager back to formally provide closure to this complaint. Please call Mrs. *** ****** at ************.
Customer response
01/29/2025
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
11/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My mother signed up for pre paid service. When she signed up she was not in a good state of mind. Upon her death we as a family looked over the plan and decided to use a different company for her funeral. The new funeral director said that under state law that Neptune was required to refund at least 80%. Neptune said they would not refund because money was not in a trust. By law 85% of deposit has to be put into a trust. Have call to try to resolve issue told they will look into it then call me back, never receive a call back.Business response
12/05/2024
Neptune Society is very sorry for any inconveniences. Neptune Soceity has reached out to the complainant via phone twice and has left 2 voice messages and 1 follow up email. Our goal to to discuss a resolution. We ask that the complaiant please call our Customer Support team at *************. ********************** always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
11/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received an unsolicited snail mail from the Neptune Society, without the name of the business at an address I used to live at. I do not want to have any connection or contact with the Neptune Society, in any way.I am returning to sender their mailings, with notes to the Washington State Insurance Commissioner's, the Better Business Bureau and the Attorney General of Washington State, Consumer Protection office.I am on the **************************** "Do not Mail" list. Thank you.A friend spent a good deal of money and a special trip to a post office to forward this organization's unsolicited mail to me. It makes me very, very annoyed.I do not need whatever they're offering! Thank you.Business response
11/08/2024
Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society would be more than happy to make sure the contact that is receiving the marketing material will be fully removed from the Neptune Society database. Unfortunately, we cannot complete a removal. The complainant needs to provide us the name and address as listed on the marketing material. That will help us pinpoint the exact contact and complete the removal. Neptune Society is requesting for full details in order to honor the complaints request. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying for over 7 years to get the Neptune society to stop sending me junk mail to my home address. I do not wish to receive it, and have never asked for any information about what they offer. I am tired of receiving it and want it stopped immediately. If it does not stop the next people i contact about the unsolicited mail harassment will be the Texas State attorney general and the post office.Business response
10/24/2024
Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society is confirming that the contact has been fully removed from our database as of October 24th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize 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
10/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a cremation contract with the Neptune Society, with the discussed payments to be completed over 1 yr. They stated that they needed to initially set up the account to be paid over 3 yrs due to insurance issues, but that the automatic monthly deductions could be easily adjusted. I initially paid them $893. with the initial mo. payment of $119.15 as required by them. After receiving my contract in the mail, I contacted them repeatedly over more than a week period of time in order to change the mo. payment amount to be completed over one year. They failed to either respond to my email or call me back as promised to allow me to make the change. I am beginning to question whether they can be trusted to complete my cremation contract based on their complete lack of response to my inquiries.Business response
10/30/2024
Neptune Society spoke with the complainant and has provided a solution to his concerns. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
10/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Pre need contract billed $99 on October 29 2022, paid $50 month from November 2022 to September 2023, other funeral services providers provide service at lowercoBusiness response
10/10/2024
Neptune Society has honored the complainant's request. Neptune Society has provided the resolution to this concern. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
09/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My husband passed and Neptune took care of everything. A check for $850.23 came in the mail and its written to the Estate of my husband. He had no estate. I have left multiple messages for Neptune to call me back to figure out how to resolve cashing the check. I currently have a Neptune account and worry about what my adult children would do if I die and theres a bank check they cant cash. Why wont they get back to me? Very poor business. I need a check made out to the beneficiary, me.Business response
10/24/2024
Neptune Society has honored the complainant's request. Neptune Society has provided the resolution to their concern. The replacement check was mailed to the complainant on October, 18th 2024. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Customer response
11/14/2024
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
08/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am receiving promotional mail and would like them to stop. I have asked them to stop sending unsolicited advertisement but they have been sending them to my address.Business response
08/28/2024
Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society is confirming that the contact has been fully removed from our database as of august 28th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize 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.Customer response
09/11/2024
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
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have decided to discontinue having funeral services thru Neptune Society and I have been on a payment plan. I called to find out how to discontinue and the person had to call me back and on the voicemail to me she tells me how to discontinue and also tells me that I will not receive a refund for any of the money that I have given them thus far. Since I have not received any service from them that does not seem fair to me and seems rather like a ******* as well. I could unstand them keeping a percentage for clerical type work but not the whole amount. And I have been paying for two funerals.Business response
08/20/2024
Neptune Society is very sorry for any inconveniences. Neptune Soceity has reached out to the complainants and has confirmed that we will honor the complainants desired resolution. The resolution is in progress. If the complainant has any questions or needs any updates during this resolution process, please call our Customer Support team at *************. ********************** always strives to provide the utmost in service and customer satisfaction to each family we serve.Customer response
09/05/2024
Hello,
Sorry I was not more timely with my response. Things went much quicker than I anticipated. I am happy that Neptune has returned most of the funds to me. I am satisfied with the outcome and this complaint can be completely finished.
Thanks,
******
Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been trying to sync up with our contact ***** @ your ***************** location for the past year to get my mothers ashes spread at sea. Other then her initial callback to me, she has ghosted both my brother and I. We have been reaching out via both Phone @ *********** and via email. This is completely unacceptable as my mother passed over 18 months ago and we have been trying for the past 6 - 12 months to get something scheduled and never get a callback. The last we heard from ***** was via email dated 6/6/2024 where she said she was "waiting to hear back from the captain": ***** Morning I have sent the request to my captain, just awaiting a response.I am currently out of the office with limited access to emails. However I am checking them periodically"----We have sent multiple follow up emails with no response. Extremely disappointed with this business as my mother paid for this service several years ago and we've essentially been ghosted by your representativeBusiness response
07/22/2024
Neptune Society wants to sincerely apologize for the lack of follow-up communication in regards to the scattering of the complainants mother. Neptune Society has reached out to the complainant and has been in communication on finalizing a date. Per the complainants request, the scattering date will now be in October or November. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
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Customer Complaints Summary
65 total complaints in the last 3 years.
19 complaints closed in the last 12 months.
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