Complaints

• Initial Complaint

  11/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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 lowerco

  Business 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

  More info

  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

  More info

  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

  More info

  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

  More info

  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 representative

  Business 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.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First, I would like to say my husband and I are in our seventies. Back in 2013 we started to discuss our arrangements so our children wouldnt have to deal with it after we pass. We signed up with Neptune Society. First, they said they would deal with sending my husbands ashes (who is a Vietnam vet) once he passes to the ocean And they said they were local. Being local was important to us for our childrens sack. Fast forward -my husband has gotten sick with cancer and now looking at the contract I feel we were taken advantage of. In addition, they moved out of ********* I would have never signed up. I found out the VA said they would send my husbands ashes for free and I would not want our bodies cremated not locally . Once I found all this out . I called and asked for our money back and we would send the urn boxes back. The funeral home was pleasant and send half the money back from Clear point bank and trust. They said the urn boxes are between Neptune and us. I dont feel they informed us exactly what we signed up for and feel like we were taken advantage of for our lack of knowledge and vulnerability. Would like the rest of our money returned in the amount of 2890 and we will mail ur boxes back.

  Business response

  07/19/2024

  Neptune Society sincerely apologizes for any inconveniences and confusion that the complainant may have. Neptune Society wants to confirm with this reply that we cannot provide a resolution. We want to confirm that we closed our Neptune Society Milwaukee chapter many years ago and sold our book of business to another funeral home that has full ownership of the complainants contract and their funds. Therefore, Neptune Society cannot refund or even view any contract details at this moment as we do not own this contract.Communication was sent to the complainants when the sale was made on to whom will be their new provider and is owner of their pre-arrangements. The complainants can seek a resolution for this type concern from the new owners of their contract. Neptune Society is working on how we can still  provide assistance to the complainant but we cannot honor a refund or honor any resolution.  Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  08/01/2024

   
  Complaint: 21947732
  
  I am rejecting this response because:I am assisting my elderly parents in responding to the Neptune response for the attached compliant. They do not accept the response from Neptune. Neptune wants to take advantage of two elderly Americans and a vet at that and its gross. Neptune sold them c*** then sold their shares in ********* and now doesnt want to take responsibility for their actions. The funeral home puts the  responsibility on Neptune and vice versa ( Will forward their response. )Its disingenuous and feels like a Wisconsin or Florida consumer protection misrepresentation violation. Please let us know if I should help them file a complaint with these agencies.  
  
  Sincerely,
  
  ***** And *************************

  Business response

  08/01/2024

  Neptune Society sincerely apologizes for any inconveniences and confusion that the complainant may have. As we stated in our last reply, Neptune Society was still working on providing assistance to the complainant, the owner of the complainants contract and funds are Pinnacle Funeral homes. These contracts from our Neptune Society Milwaukee chapter was sold on October 1st 2014. IF the complainant wants to seek for a refund please contact Pinnacle Funeral Homes at ************ or visit their website at ******************************************* . Again, Neptune Society wants to confirm with this reply that we did guide the complainant to where they can find a resolution. We want to confirm that we closed our Neptune Society Milwaukee chapter many years ago and sold our book of business to another funeral home that has full ownership of the complainants contract and their funds. Therefore, Neptune Society cannot refund or even view any contract details at this moment as we do not own this contract. Communication was sent to the complainants when the sale was made on to whom will be their new provider and is owner of their pre-arrangements. The complainants can seek a resolution for this type concern from the new owners of their contract. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩