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Complaint Details
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Initial Complaint
09/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband died on July 1 of this year. After many phone calls and texts and a personal visit to the San ***** Office, I still don't have his death certificates. I paid for them in July along with the other funeral expenses. I finally found out that the certificates are issued by the ******************. The Neptune Society had requested them on August 22. The first appointment that I could get with the city was September 14. I will have to go the ***************** and repurchase the certificates. They currently cost $24.00 each.The Neptune Society didn't communicate with me and some employees were apparently unaware of the correct procedure to obtain the required documents.
Business response
09/26/2022
Neptune Society has been in communication with the complainant in regards to the Death Certificates and has extended an apology for the misunderstanding. Neptune society has provided transparency to the complainant that these were **************************** Death certificates and we are not able to be ordered through Vital check, therefore they take additional time. The complainant understood and was provided with confirmation that they were received yesterday and mailed out already. Neptune Society sincerely apologizes for the inconvenience. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
09/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
09/05/2022 @ 7:54 pm, I received an unsolicited telemarketing call from a telemarketer identifying as being with The Neptune Society in *****, ******* inquiring whether I had pre-need funeral arrangements and arranging an appointment for someone to call me back. When I asked for the telephone number he became verbally abusive, using numerous four-letter profanities and then hung up. My telephone number is on the National Do Not Call Register and has been so since ****.Business response
09/15/2022
Neptune Society has identified and internally addressed this situation with our telemarketer. Neptune Society is confirming that we have fully removed this contact from our database. Neptune Society sincerely apologizes for the inconvenience. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
08/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Veteran father passed away on July 22, 2022. We immediately reached out and contacted Neptune. The arranged for his body to be picked up. It has been almost 3 weeks and we cannot get an answer as to where his body is or why he has not been cremated yet. When I called they put me on hold and stated they called the funeral home and the Director was busy and would have to call me back. I asked which funeral home. She stated she didnt know. I asked for a phone number and she hung up on me. I want to know where my father is. How do you hold a body for 3 weeks and we dont get any information?? Im disgusted that my veteran fathers body is being desecrated this way. He deserved better than this.Business response
08/29/2022
Neptune Society has contacted the Next of Kin (our point of contact ***************************************). Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Customer response
08/30/2022
Complaint: 17725139
I am rejecting this response because:It took a month to get a signature on the cause of death. It took another 2 weeks after that to have my father cremated. We will finally have his services on the 23rd of September. Someone dropped the ball on this. There is no reason this should have taken so long and with zero communication. Not a single person wanted to take an extra step to assist. It was a not my job environment and very unprofessional. ************************************* finally called my brother back and did not call me. My brother just wanted closure. The contract that was bought and paid for and what he received do not correlate.
Sincerely,
*******************************Business response
09/09/2022
Our Regional Manager has contacted the complainant via email and phone. Our Regional Manager did extend a sincere apology and provided a resolution to her complaint. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
07/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
UNSOLICITED Junk mail being sent in persons names who do not live here. We do not wish to receive any further mail from the Neptune Society of Northern California, any other local or regional offices or national offices.Business response
07/29/2022
Neptune Society of Northern California is providing confirmation of the removal of the contact that they provided with this reply. This contact has fully been removed from our database as of July 29th, 2022. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.Customer response
07/30/2022
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. I reserve the right to file an additional complaint(s) should I receive any additional correspondence from them in the future.
Sincerely,
*****************************Initial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid $99 upfront for a pre-need cremation plan and cancelled well within allotted time allowed by ************* law. I got text supporting the cancellation went thru but now my texts are ignored and I'm getting the runaround about my $99 refund.Business response
07/29/2022
Neptune Society contacted the complainant on July 28th, 2022 via telephone to provide confirmation that the refund check was mailed on July 22nd, 2022. Neptune Society has no control of the mail once it leaves our office. Neptune Service always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
07/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband and I have changed our mind about cremation and we are seeking a full refund for the money paid to the Neptune Society. We have written several times to Neptune but no reply.Business response
07/18/2022
Neptune Society of Northern California has spoken to the complainant in regards to the resolution of their concerns. We have an agreement in regards to the resolution and the resolution is in progress. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
06/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My father passed away on May 20th and Neptune Society has had my father ever since, without giving us information or returning calls. When we do get them on the line they lie about saying they tried to reach out to my mother with no luck. I know this is a lie because I am with my mother 24/7. She is currently living with us. They took payment in full, and we feel helpless. We cannot plan a funeral. We are very frustrated and heart-broken that our father has still not been cremated and his ashes not with my mother for almost a month. Salt on the wound is that the Neptune Society is still using COVID as their reasoning for lack of compliance. Can you please help us?Business response
07/05/2022
Neptune Society of Northern California has spoken to the complainant in regards to the resolution of their concerns over the phone on Thursday, June 30th, 2022. The complainant acknowledged and is aware of the process and the next steps that are needed on their behalf in order to resolve this case. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
06/08/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I have submitted a full description of my complaint in a document included in the uploads. 2022 06 08 BBB Complaint.docBusiness response
06/17/2022
Neptune Society has contacted the complainant. Neptune Society has provided the complainant verbally and via email, the instructions on what are the next steps the complainant has to take to resolve their concerns. The complainant has understood. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Customer response
06/23/2022
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
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*On February 14, 2022, I signed a document online through docusign verifying purchase of advanced planning cremation services from Neptune. *Immediately after signing, I noticed that my name on the contract was mis-spelled throughout. Additionally, due to a typing error with Docusign, my signature was also misspelled. Nowhere on the contract was my named spelled correctly. *I informed the rep immediately. *** told me not to worry. I would be sent a new contract in 2 weeks. That didn't happen.*I called the rep. *** said she would follow up. No response *I called again a couple of weeks later. We were now approaching the ************************************************* not to worry. Things could be fixed.*I was told I would have to sign some new papers and to bring extensive ID. I did that. I was told that new Member Cards with the correct name would be sent to me; as well as copy of the new contract. That did not happen. I ask for a refund * I was informed that I must sign a form of cancellation which indicated that I could not get a full refund if it was after 30 days from the initial contract.* I refused to sign as I didn't believe I should have to pay when I had been trying to get the issue corrected well before the 30 days. ******** contacted someone else who first promised a new contract within 2 days, then said there was a problem. They could not access the contract to cancel it. *It is now June, 3 1/2 months after I first signed. As far as I'm concerned, there is no legal contract to cancel as my name is not correct anywhere on the form. But, I am told I can neither get a refund, nor a contract with my correct name. This is a brief synopsis which leaves out many conflicting communications. The most recent contact I had was with a supervisor who apologized and said a rep should have contacted me regarding signing another new document. I told her I had already done that. Supposedly, someone will be getting in contact with me again.Business response
06/17/2022
Neptune Society has contacted the complainant. Neptune Society has provided the complainant verbally and via email, the instructions on what are the next steps the complainant has to take to resolve their concerns. The complainant has understood. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Customer response
06/22/2022
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 provided the business follows through as stated. The business's failure to follow through on promses to act is my primary complaint. They have indicated that if I return the merchandise, they will give me a full refund. I have returned it. I am waiting to see if in fact I get the refund.
Sincerely,
*****************************Initial Complaint
06/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother purchased a cremation package several years ago from Neptune. Upon her death on January 30th 2022 I called hospice who then reached out to who I thought was Neptune but someone came who Neptune was contracted with to pick up people. When I asked them where they were taking her I was told they werent allowed to tell me. I called Neptune the next day and asked where my mother was and was told again they were not allowed to disclose that information so I asked for a phone number where I could just check on her to find out what was happening with her remains. ****** told me that if she told me that she would get fired. I told her it was important to me to know what was going on with her and that she was ok. I had no idea where my mother was. ****** then told me if I didnt like the way they do things that I could come pick up her body and take her somewhere else. I shouldve said ok but I still dont think she would have told me where my mom was. My complaint is how incredibly insensitive and mean and rudely I was treated by a company whose main intention is to treat people with compassion and respect and that did not happen. Then I wanted to talk to the manager and when I finally spoke with her a day or two later and I told her my conversation with ****** her demeanor and tone and words were exactly the same. I couldnt believe the way I was treated by the staff at this facility and frankly its taken me this long to write this because of the devastation I experienced from them. I felt unimportant and very disrespected and had no idea where my mom was or what was happy to her. For all I know they could have sold her organs. I do not have supporting documentation only a conversation.Business response
06/17/2022
Neptune Society has been trying to reach the complainant various times since June 8th at ************** and left voice messages. The complainant has not returned any of our calls. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
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Get a QuoteCustomer Complaints Summary
63 total complaints in the last 3 years.
21 complaints closed in the last 12 months.