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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
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.Initial Complaint
05/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Wife passed away on 04/17/2022 and found that Neptune Society and **** ********** is to take charge as funeral arranger. I received a letter from him in April that he has clearance from the county and needs to have the death certificate reviewed and registered. Once this is done, order copies of death which would take 24 hours. The next step is cremation date from their crematory. This place is at least an hour from my home and being that far is rediculous and unacceptable. After agreeing to send ashes to the house, for our own furneral. Have called him at ************ and we did talk on what is happening till early May or late April. I am having the trust and financial business help me but no return calls from ****. Wife and I purchased our arrangements in 2008 and regret going with these people. Would like a response and hold Neptune responsible for delay and possible refund.Business response
05/25/2022
Neptune Society has contacted the complainant directly to clarify some confusion and explain our procedures in regards to their concern. Neptune Society did call the complainant's phone various times, but there was never an answer nor a voicemail box set up for us to leave a voice message. Neptune Society explained to the complainant that although he did elect for his wifes remains to be shipped, we would not do so without confirming with the receiver that they knew when the remains were being sent out and shipped, to avoid possible issues with families being surprised by remains arriving or not present when the mail delivery was attempted. The complainant was already mailed both the Cremated Remains and Death Certificates, which as of now, he has already received. The complainant was satisfied with the resolution. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and myself have a contract with Neptune Society and asked them to remove the Travel Portion of our contract $519 each and be reimbursed for it. They have discontinued our contract and refuse to reimburse the $519 each. We have paid into the contract since October of 2018. We want to use their services but dont need the Travel option. We want our money sent back to us. The company has exploited many consumers and take advantage of Senior Citizens.We have paid our portion for Direct Cremation. We want to be given our money back.Business response
05/06/2022
Neptune Society of Northern California has already handled this concern for the complainant. On April 26th, 2022, Neptune Society of Northern California canceled the Travel Plans which were purchased add-ons to their purchased pre-arrangement contracts, and used that money and relocated towards the balance owed of each of their purchased pre-arrangement contracts. After we paid the owed balance of the contracts with the monies from the travel plan of each contract, their remaining balance for each contract was then $174.00, and Neptune Society of Northern California as a courtesy wrote off that remaining balance for each contract so they do not owe anything else towards their purchase pre-arrangements. Their balance is 0$ at this moment for each contract and Neptune Society of Northern California does not owe the complainant any money either. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.Customer response
05/06/2022
Complaint: 17138856
I am rejecting this response because:
Sincerely,
*************************Customer response
05/06/2022
I am replying to the Neptune Societys excuse for not owing us money back on our contracts that we have canceled. The Neptune Society has overcharged us for our Direct Cremation packages and feel that we are due money back from these arrangements. We have paid over $2000 for cremation services and know that we can get pre-need arrangements for much less.
When we asked to cancel the Travel Arrangement portion of our contract we expected to be given a reimbursement for that money spent. Neptune society has many complaints and lawsuits put against them because of these same issues and bilking their customers out of money.
We are asking for them to be fair and return the money to us.
****** and ***************************
Business response
05/11/2022
Neptune Society of Northern California reached out to the complainant via phone and the complainant has agreed to the resolution that we provided in regards to their concerns. The complainant has been given instructions to follow in order to obtain the final resolution. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother passed away March 11, 2022. She purchased and was paying on another contact for my brother. I went in to go over the cremation of my mother and ask about cancelling my brothers cremation. The person that came in told me that only my mother could cancel. Really! But that she would check with corporate to find out what the policy is and that I needed a death certificate. We finally received my mother death certificate April 6, 2022 so they had the certificate and I turned in a letter to cancel the contract. My mother paid $1184 including interest. I received a letter today that the refund would $167.15. This is crazy. Be careful purchasing with this company. Also, if you purchase assign someone that will be able to cancel the contract.Business response
04/22/2022
Neptune Society will reach out to the complainant to provide a resolution to her concerns. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.Business response
05/02/2022
As Neptune Society stated in our previous response, Neptune Society has reached out to the complainant twice and left 2 voice messages advising the complainant to return our call to receive the full resolution to their concerns and we have not heard back from the complainant. We have called the Phone Number provided with the complaint (**** ********. Attempts and messages we made and left on Tuesday, April 26, 2022 & Today: Monday, May 2, 2022. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer response
05/02/2022
I received one voice mail on Friday April 29, 2022 from ***** ******z from her personal cell phone. She said that the company phone service was down. I returned the call immediately and left a voice mail. May 2, 2022 I haven't checked my voicemail because I have been working. I will call them tomorrow because the office is probably closed.Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have reached out to the Neptune Society several times asking them to stop sending Any and ALL Mail Correspondence to me what so ever. But today once again, they have sent more mail to me. And this time it was i a blank envelope with no return address under the pretense of being a "community survey" so I could not even refuse the delivery and mark it "return to sender." I have requested that these people stop sending mail to me so many times that for me to continue to receive mail from these people is nothing short of Blatant and Malicious Harassment. I will be contacting the Attorney General's Office for my state and look into filing a harassment complaint against them today. Hey Neptune Society if someone asks you to stop mailing your Garbage to them and you continue to do so, do you actually think that the person that you continue to Harass is going to Ever Decide to do Business with you people???? The Answer is NO!!!!! Stop Mailing Your Crap to me IMMEDIATELY!!!!! And Stop Harassing People with your FAKE "Community Survey" too because you know Damn Well it is just a Business Solicitation. And a Backhanded Bullshit One at That!!!!!Business response
03/30/2022
****, please accept our apology for this embarrassing inconvenience that you have encountered. We thank you for sending your exact name and address to where the mailings are being sent. We are confirming that as of today the information has been immediately removed from our database and any future mail-outs lists generated moving forward. Please keep in mind that there are some lists already generated and are out on the field prior to today's date. This full removal of the contact information cycle can take up to 90 days, but rest assured your contact information is no longer in our systems. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
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