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Business Profile

Cremation

Neptune Society

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cremation.

Complaints

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

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Neptune Society has 75 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/25/2022

      Type:Product Issues
      Status:
      Resolved
      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 purchased a contract from the Neptune Society March 28,2022. I canceled this contract in August 2022. I was informed I would receive a way bill to return the urn I was sent. Once I returned the urn, I would receive a refund of all monies paid. It is now October, no way bill. I have called several times, and stopped by their W ****** ** office. Each contact I was told someone would determine the problem and call me. Today, October 25,2022, I was told if I cancelled after 30 days from contract date I would not receive a way bill. Not once was this ever mentioned to me. After each contact, I was told someone would call me back. To date, no one has ever contacted me. I want to return this urn and receive monies paid.

      Business Response

      Date: 11/09/2022

      Neptune Society has reached out to the complainant via phone and email. Neptune Society has transparently provided the complainant with the next steps for the complainant to take in order to resolve their concerns. The complainant stated that they understood. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 11/10/2022

       
      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

      Date:10/11/2022

      Type:Product Issues
      Status:
      Resolved
      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 died on October 28, 2020. I immediately called the Neptune Society and they said that they would take care of his cremation. I did not receive the kind supportive care that was promised by the individual who sold me the policy. I was not informed of the progress of the process of cremation unless I initiated the ************************, I believe, was the person who spoke with me. I have finally gotten notification that the death certificates will be issued and that cremation will take place on Saturday. I am very sorry that I also carry a policy with Neptune as I do not think my family will be supported through the process of my death.

      Business Response

      Date: 10/25/2022

      Neptune Society has reached out to ************* via phone. Neptune Society has extended a sincere apology, addressed all of ***************** concerns, and has completed her service. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

      Customer Answer

      Date: 10/25/2022

       
      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

      Date:09/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This filthy, ********, deathmongering company with whom we have NEVER had any business dealings with whatsoever and NEVER WILL has been repeatedly told for YEARS to cease and desist all contact and mailings with my family, yet they persist with their unwanted, unsolicited, and unneeded mailings. The latest mailing which arrived Wednesday, September 14, 2022, targeted a family member BY HIS FULL NAME, failed to identify itself as being from the "Neptune Society" in the return address ******************************************************************* (which, when researched online in a reverse lookup, in addition to being the ******* Neptune Society's address, down to the exact suite, it also was the identical address for a business called "*****************" that "prides" itself on its "diversity of waxing services for both women and men, including Brazilian..." etc. How gross and disgusting... a combo business that waxes perverts' hoohas, stankgrooves, pits, and more, and then also runs a crematorium??? Careful not to get the ***** mixed in with the ashes, ol' Neptune!!!) This unprofessional, unethical, ghoulish business made their envelope look really "important" by making the claim: "Data Verification Needed"... **... how 'bout NOPE... You have NO BUSINESS with any of our "data," Neptune Society/*****************... You don't "need" anything from us, and you're NOT gonna get it. The inside card clearly identifies itself as the Neptune Society and came completely filled out with my family member's full name, home address, and contact information. Again, WHAT ARE YOU DOING WITH THIS INFO, NEPTUNE???? WE DON'T WANT YOU, YOUR GOODS, OR SERVICES. WE HAVE NO BUSINESS WITH YOU. YOU DON'T NEED DATA ON US. NEPTUNE SOCIETY: YOU ARE ORDERED TO CEASE ANY AND ALL CONTACT WITH US BY ANY MEANS, PHONE, MAIL, ETC. YOU ARE NOT TO COLLECT, SAVE, OR IN ANY WAY MAINTAIN OR STORE DATA ON MY FAMILY.

      Business Response

      Date: 09/19/2022

      Neptune Society has fully removed this contact from our database. Due to the complainants "Desired Settlement", Neptune Society has not and will not contact the complainant to provide confirmation of removal. Please use this platform and reply as 100% confirmation of the contact removal. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

    • Initial Complaint

      Date:09/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:09/05/2022

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:08/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:07/28/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      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

      Date: 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 Answer

      Date: 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

      Date:07/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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.

    Neptune Society is NOT a BBB Accredited Business.

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