Business Profile

Cremation

Neptune Society

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Neptune Society's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

64 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:07/05/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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.
Initial Complaint
Date:06/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband passes away 8/2023, I notified Neptune society on 8/4/2023 that he was being taken to hospice after a 3 week ICU visit and we would need their services. We had used them previously in another state for his mother and received excellent service in 2016, not now! They could care less about family and loved ones. ************** is so rude and obnoxious, they never even told me when my husband was cremated. I had to keep calling and insisted they look. Then I called Tampa to ask if they could help me put his ashes in a boat urn and jewelry as emotionally I could not do it. I paid a heck of a lot of money to do the things that they once did for me. Including, I had to setup his services to be scattered. I explained this to the person in ***** and she said, you know you have to have a permit for that, right? Very rudely. Of course I do, I had just explained that to her and who we were using for this service (the same company they use), but she never listened to me. I HATE that I overpaid for such a company that has gotten so despicable in the last few years. They care nothing about families as they claim.
Business Response
Date: 07/09/2024
Neptune Society is very sorry for any inconveniences or miscommunication. Our FL Scattering service has never had an option to allow family members or loved ones to be present during the scattering. During the time of our last interactions with the complainant, our Service Regional Manager personally spoke with the complainant and requested for details to help us identify the exact scattering (name of the captain or name of the company) that the complainant used back in 2016, but the complainant had no records. Our records indicate that we did not provide the scattering service for the complainant in 2016 either. At this moment, Neptune Society does not provide a service that allows family members nor loved ones to be present for any FL scatterings as this has always been our policies. The complainant can always call our customer ********************** team directly if they are able to locate any information based on the scattering from 8 years ago. We will be more than happy to research our records again or help locate the external company that was used then. Please call our team at ************. Now, please know that we are addressing any lack of empathy internally to make sure n other future families encounter this in the future. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 07/24/2024

Complaint: 21868560

I am rejecting this response because:
They Have blatantly lied. I NEVER spoke to any manager, EVER. I have plenty of records. The name of the company they contracted with is *********************, the Captain is *****. I have pictures AND the invoices. No one EVER called me back. In fact, the person I spoke to put me on hold and left me there. They as I can prove from their response are blatant liars!

Sincerely,

*****************************
Customer Answer
Date: 07/24/2024
I also want to add, I called customer ********************** and they sent me to this location who says there records where in storage. We went to Hubbards directly and received more care and concern than the company we paid to help us through this time. They lie, they have zero concern, and no empathy whatsoever. I took care of and found the information I needed and would not recommend them to assist with the death of any living animal. They re a horrible company and location.
Business Response
Date: 07/30/2024
Neptune Society is very sorry for any inconveniences or confusion. After further investigation we have no records of any purchase for a scattering service in the past from this complainant. The complainant did not use our scattering services. In our previous reply, we requested for the complainant to provide cooperation and assistance on doing research from their part that can help point to whom provided the service. If the complainant can look at their bank statement or credit card statement they will be able to find out who charged them for this service from 8 years ago. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 08/13/2024
Here is the information I have supplied to this business. Here is the EXACT dates in which they were given. First, they stated they had called and tried to help me. Then they said they didn't offer personal scatterings in 2016, when clearly their brochure says they did. Now, they say for me to check my bank statement because they think it's been 8 years I won't know the information. Well, here it is:
************************************ passed away 3/17/2016 in *******, ******** We contacted the Neptune Society. They where amazing in ******** She was cremated, we received her ashes and certificates in approx a week. The gentleman that helped us (*****, I believe) in ******* put us in touch with the Neptune Society in *******, as we wanted to scatter her in warm water. I spoke to them 4/2016-5/2016 on several occasions. They contacted ******************************* and set it all up and gave me the details of her scattering to be 6/25/2016 @ 1pm on the boat Hubcap49! We met Captain ***** at the boat scatter her ashes, received the certificate and it was fine. I called the Florida location and thanked them a week later and we received an email offering condolences, etc.
On August 5, 2024 my husband was transferred to hospice and I contacted the Arizona Neptune Society. That sales *** did nothing correctly. When he passed on 8/6/2024, I contacted them to retrieve his body and they did at approximately 3:30a. I contacted the 24 hr emergency line and received no reply from the person on call. I called on Monday morning and was yelled at by **** (whom was on call the night before) stating it was not clearly an emergency. I don't know in this business what consists of an emergency to them. I then spoke with ***** who helped me get things set and paid for with my husband. They then failed to tell me when he was cremated and when his certificates where ready. Terrible way to treat a family. In the meantime, I contacted both the Florida office and went on to track down the ******************************* information (we could not at the time remember the name. We found it in pictures). ******* stated they did not have private scatterings and we basically were wrong on what took place. When we explained what we did, they said oh, your files are in storage, we will have to retrieve them because all the information is not in the computer. We called back once we found ********* information and gave that to them. I contacted ********* personally and he acknowledges he contracted with the Neptune Society. He no longer had the coordinates, however, I found the certificate from my MIL and was able to scatter my husband on 6/25/2024 with the same boat, same, place, and same time. Thanks to no help from a business who is supposed to be kind and helpful during this time of a families grief. The ******* and ******* offices need to reevaluate whom they have working for them. My sister worked in the ************* and them and ******* are a great office and they care.
Business Response
Date: 08/28/2024
Neptune Society is very sorry for any inconveniences or confusion. After further investigation we have no records of any purchase for a scattering service in the past from this complainant. The complainant did not use our scattering services. In our previous reply, we requested for the complainant to provide cooperation and assistance on doing research from their part that can help point to whom provided the service. If the complainant can look at their bank statement or credit card statement they will be able to find out who charged them for this service from 8 years ago. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:06/07/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date:06/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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
Date:04/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******* 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
Date: 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
Date:04/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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
Date:03/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:01/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date:01/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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,

*****************

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Neptune Society is NOT a BBB Accredited Business.