ComplaintsforTrident Society

• Initial Complaint

  01/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First off, The $3075. has not been paid because they wanted it all at once when my Mother passed, after telling me I could make payments.Date of contract: 11/09/2023 Mom passed 12/27/2023 Dear Trident Society,I am writing to express my profound disappointment and distress regarding the recent interaction with one of your representatives, *************************. I believe it is essential for you to be aware of the negative experience I had with her and how it has impacted my perception of your company.During the appointment at my home, **************** displayed a level of pushiness and lack of transparency that left me disheartened. While I sought your services to alleviate the burden associated with the passing of a loved one, her approach was unprofessional and, in my opinion, unethical.**************** hurriedly presented an end-of-year special, insisting on a $2000.00 payment that day without adequately informing me of the available options, which in turn turned out to be $3000. Because of the added burial at sea that I told her I wasnt sure of. I was not allowed to review the program or consider alternatives before being pressured into providing a post-dated check. Subsequently, I discovered discrepancies in the terms and conditions, particularly regarding the cancellation of packaged items. Moreover, I noticed that the signature on the contract isnt even my signature signing for my Mother.Also, **************** failed to provide me with information on the variety of cremation options available, leaving me feeling uninformed and pressured into a one-size-fits-all package. Her misrepresentation of prices, assurance that certain services were included (with the option to decide later), and the promise of a $50 **** card that never materialized only added to my dissatisfaction.To complicate matters, after my mother's passing, I was then informed that I had to pay the entire contract amount upfront, contrary to the assurances given by **************** about making payments. Attempts to secure financing through *********** proved unsuccessful, leaving me in a difficult financial situation. Basically, She knew by me having to post date a check that we didnt have money. She knew by my mom being in hospice that she would die very soon. So she had to know I would never be able to come up with the total amount in such a short time, yet pushed your services anyway with promises I could make payments.This ordeal has been a nightmare, and it is disheartening to have gone through the services and celebration of life for my mother without her ashes. As a customer who entrusted your company during a vulnerable time, I find it unacceptable that such misrepresentation and pressure tactics were employed.As of this date, there has been no resolution. You have my mother and I cant come up with all the money at once. I feel that you should release my mom's ashes to me and honor making payments to you. And you should address your reps so that this doesnt happen to anyone else.I implore you to address this matter promptly and transparently. The experience with **************** has left me dissatisfied with your services, and I believe your company must rectify this situation and uphold the trust of your customers.Sincerely,*************************** As of this date they haven't even called me back.

  Business response

  02/08/2024

  Trident Society has has reached out to the complainant via phone to extend a resolution to her concerns. The complainant is satisfied with Trident Society honoring her desired resolution. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello. I purchased two cremation plans around Aug or Sept 2022.Paid $500 down for each plan and $100 payments per month. $1,399 to date per plan.Credit card **mpromised **** was set up on auto deduct. Attempted to **ntact *********************** originally to provide new credit card number. No response to email or phone calls. Recently received 2 bills with customer servicer number. I called customer service and spoke to *****. I explained my **ncern and wanted to speak to a manager and cancel my plan. She stated she would mail me a hard **py 2 weeks ago. As of today no request for cancellation forms or phone call from manager. This ** has provided me with poor customer service and has left me feeling i cannit trust them to handle my funeral needs. I am requesting a full refund and proper cancellation so i can seek other options. Thank you.

  Business response

  10/04/2023

  Trident Society spoke with the complainant on Tuesday, October 3rd, 2023 and has provided a solution to her concerns. The Trident Society team that reached out to the complainant via phone is the only team that can assist the complainant with her concern and a resolution. The complainant was very difficult and rude with our agent as she was just trying to help. Our team offered everything that can possibly be done to honor the complainant wishes with both contracts. Trident Society will proceed with the offer that was provided to the complainant, all we need is the cooperation of the complainant. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  10/10/2023

  Yes I did speak ti *************************** who statwd she was following up with my BBB complaint. She did not apologize for or was empathetic or even discussed my main concerns. She sais all they needed was the cancellation forms from me as if it was all on me. I explained to ***** just received the forms signed and sent them back. She kept referring to me as mame even after I asked her not to. She stated she did not kniw what to call me. I told her she could call me by my name. I also asked her for an itemized statement showing my down payment and money paid. She stated they do not do that. After telling her multiple times i needed the statement,she stated all shw could provide was a payment history. I believe they provide the same thing. I have worked in custoner service for 45 years and know how to assist unsatisfied customers. All I can say is *************************** needs addutional training. 

  My  daughter sent the Urns back on 10/7 via *** from ********* **. I just want a full refund so I can find a new provider. The experience I had with dealing with a small issue was not a good one. I can only imagine what my family would have to go through if there was an issue dealing with this company.

  The only reason they got back with me was because of the BBB complaint i made. Mt issue could of been resolved prior to that has someone of gotten back to me as I requested.

  Thank you.

   

  Customer response

  10/10/2023

  Yes I did speak ti *************************** who statwd she was following up with my BBB complaint. She did not apologize for or was empathetic or even discussed my main concerns. She sais all they needed was the cancellation forms from me as if it was all on me. I explained to ***** just received the forms signed and sent them back. She kept referring to me as mame even after I asked her not to. She stated she did not kniw what to call me. I told her she could call me by my name. I also asked her for an itemized statement showing my down payment and money paid. She stated they do not do that. After telling her multiple times i needed the statement,she stated all shw could provide was a payment history. I believe they provide the same thing. I have worked in custoner service for 45 years and know how to assist unsatisfied customers. All I can say is *************************** needs addutional training. 

  My  daughter sent the Urns back on 10/7 via *** from ********* **. I just want a full refund so I can find a new provider. The experience I had with dealing with a small issue was not a good one. I can only imagine what my family would have to go through if there was an issue dealing with this company.

  The only reason they got back with me was because of the BBB complaint i made. Mt issue could of been resolved prior to that has someone of gotten back to me as I requested.

  Thank you.

   

  Customer response

  10/10/2023

  Yes I did speak ti *************************** who statwd she was following up with my BBB complaint. She did not apologize for or was empathetic or even discussed my main concerns. She sais all they needed was the cancellation forms from me as if it was all on me. I explained to ***** just received the forms signed and sent them back. She kept referring to me as mame even after I asked her not to. She stated she did not kniw what to call me. I told her she could call me by my name. I also asked her for an itemized statement showing my down payment and money paid. She stated they do not do that. After telling her multiple times i needed the statement,she stated all shw could provide was a payment history. I believe they provide the same thing. I have worked in custoner service for 45 years and know how to assist unsatisfied customers. All I can say is *************************** needs addutional training. 

  My  daughter sent the Urns back on 10/7 via *** from ********* **. I just want a full refund so I can find a new provider. The experience I had with dealing with a small issue was not a good one. I can only imagine what my family would have to go through if there was an issue dealing with this company.

  The only reason they got back with me was because of the BBB complaint i made. Mt issue could of been resolved prior to that has someone of gotten back to me as I requested.

  Thank you.

   

  Customer response

  10/10/2023

  Yes I did speak ti *************************** who statwd she was following up with my BBB complaint. She did not apologize for or was empathetic or even discussed my main concerns. She sais all they needed was the cancellation forms from me as if it was all on me. I explained to ***** just received the forms signed and sent them back. She kept referring to me as mame even after I asked her not to. She stated she did not kniw what to call me. I told her she could call me by my name. I also asked her for an itemized statement showing my down payment and money paid. She stated they do not do that. After telling her multiple times i needed the statement,she stated all shw could provide was a payment history. I believe they provide the same thing. I have worked in custoner service for 45 years and know how to assist unsatisfied customers. All I can say is *************************** needs addutional training. 

  My  daughter sent the Urns back on 10/7 via *** from ********* **. I just want a full refund so I can find a new provider. The experience I had with dealing with a small issue was not a good one. I can only imagine what my family would have to go through if there was an issue dealing with this company.

  The only reason they got back with me was because of the BBB complaint i made. Mt issue could of been resolved prior to that has someone of gotten back to me as I requested.

  Thank you.

   

  Customer response

  10/10/2023

  Yes I did speak ti *************************** who statwd she was following up with my BBB complaint. She did not apologize for or was empathetic or even discussed my main concerns. She sais all they needed was the cancellation forms from me as if it was all on me. I explained to ***** just received the forms signed and sent them back. She kept referring to me as mame even after I asked her not to. She stated she did not kniw what to call me. I told her she could call me by my name. I also asked her for an itemized statement showing my down payment and money paid. She stated they do not do that. After telling her multiple times i needed the statement,she stated all shw could provide was a payment history. I believe they provide the same thing. I have worked in custoner service for 45 years and know how to assist unsatisfied customers. All I can say is *************************** needs addutional training. 

  My  daughter sent the Urns back on 10/7 via *** from ********* **. I just want a full refund so I can find a new provider. The experience I had with dealing with a small issue was not a good one. I can only imagine what my family would have to go through if there was an issue dealing with this company.

  The only reason they got back with me was because of the BBB complaint i made. Mt issue could of been resolved prior to that has someone of gotten back to me as I requested.

  Thank you.

   

• Initial Complaint

  06/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trident was unable to provide cremation for my mother. They lied about when it would be done, refused to provide any information when asked, actually laughed (********),***** said Im not an electrician but neither made any effort to find answers or offer an alternative solution. After contacting the mortuary providing the service, not a trident facility which is not what was represented to us on purchasing of our plan,, the mortuary gave a very different ETA for cremation and was very clear they were 100s of cases behind. We contacted another funeral director who quickly helped us and she was cremated within 48 hours. During that 48 hours, many attempts were made by Trident to leave mom where she originally was including contacting myself, I was lied to and told she would be cremated immediately, the original mortuary was told not to release her, and the second mortuary was contacted contradicting the document I signed turning control to another funeral director at a different facility. Then, I had to ask twice for moms property which trident has had since June 1. ***** at trident then released her property to me on 6/15. ***** said they would refund the cremation and the mailing fee but only sent $271.06 when I paid $690 for those two things. I asked about the professional fees while there and ***** began listing things she never did such as meeting with me, which never happened.Not only has this been an emotional rollercoaster, we have been lied to, moms cremation was unnecessarily delayed and attempts were made to obstruct releasing her to a reputable funeral home, and her personal property withheld. Now they are making us send letters so my husband and I can transfer our trust to a business that is professional, has a working crematorium available, and doesnt play games with a loved ones property and body. It is extremely difficult to grieve when I am spending this much time getting this office to do what was promised when we stupidly purchased these contracts.

  Business response

  06/30/2023

  Trident Society has spoke with the complainant. Trident Society will honor a full refund with the return of the merchandise, but we need notice of cancellations signed by the purchasers only. The Complainant has been given these steps to take in order to obtain the resolution. Complainant can always call our customer service team for guidance with this process at ************. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  07/01/2023

   
  Complaint: 20201413
  
  I am rejecting this response because:

  
  I sent our cancellations via certified mail before I received this message. I am waiting on three things before I accept this solution.
  

  1. What merchandise are they referring to? The boxes we were sent? If so, where and how are they to be returned?
  2. Receipt of the checks, verification of the amount being refunded on ****** and ****** contracts.
  3. Response to the unprofessional and deceitful handling of my moms cremation, property and accounting for what I paid for on my moms contract versus the docusign showing on the same total amount and why the reimbursement for cremation, mailing and was not what the total showed on the docusign contract (that was the same as the total on the original document)
  
  
  Sincerely,
  
  *************************

  
  

  Business response

  07/14/2023

  Trident  Society has spoken with the complainant to assure the resolution. The Complainant is satisfied and the resolution is in the progress. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  07/20/2023

   
  Complaint: 20201413
  
  I am rejecting this response because: I have not received any refund nor have I heard anything from ********, the Trident ********* contact for the contracts, other than she has received the containers and letters.  Additionally, there has been no response regarding the unprofessional handling of my mother's cremation. Until I receive an acceptable refund of our contracts and all of the fees listed that were not provided for my mother, I will not say I have received an acceptable response from Trident *********. 
  Sincerely,

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

   

   

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/22/23 at 8:00am, we notified Trident of my husbands sudden passing. It was a brief phone call where nothing was asked for from ** by agent *****************************. Our sales rep *********************** had provided ** marketing material and in the sales proposition had shown ** where the company assures the client of a pick up of the body "within 90 minutes of the family releasing the body."I was told on 5/24/23 by supervisor *************************** that our sales representative went rogue and made up his own marketing material and that 90 mins to pick-up is unheard of. Her words were, "He has gone and done this on his own, and is currently being dealt with over it." She then went on to say, ..."since this has been such an untrustworthy experience, we would like to refund your money and have you find another service provider." Why would a company use false marketing, then dump the tender and emotional situation back on me to find another solution?It's now 52 hrs since notifying Trident of our loved one's passing and the body has yet to arrive at Tridents facility. I told them I was not looking for my money refunded, but needed them to follow through with the cremation I paid for. I asked to be provided a partial restitution for the false marketing material and the way this entire process was handled. She stated, no, she was not willing to do that. It was all or nothing.I am canceling my personal policy with Trident immediately as no family should have to go through this in a time of need. I asked for the supervisors manager, and she stated his name is *****. I asked for his phone number and she stated, "He is remote, he doesn't have a phone number." I found that very odd and questioned it. She stood firm and stated no available number. I am requesting a partial refund of $1,000 for this horrible and dishonest experience. (please see line 2 of document attached)

  Business response

  06/07/2023

  Trident Society has reached out to the complainant. Trident Society has honored and satisfied the complainant with the desired resolution. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  06/08/2023

   
  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

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company sent me paperwork to sign retroactively after my mom's death to sign with terms I did not agree with. They held my mother's remains for months and said they were consulting legal and would get back to me.After many attempts I finally poke with ******* in corporate who said the local employee ******* was wrong in his interpretation and we did not have to sign any additional paperwork as our mother signed all of it prior to her passing away. She apologized and said she would work with them on some training.

  Business response

  05/01/2023

  Neptune Society spoke with the complainant and has provided a solution to his concerns. The complainant has not reached back out to us. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  05/02/2023

   
  Complaint: 19953030
  
  I am rejecting this response because:

  They Neptune offered me a partial refund on 4/14/23 that I did not accept. I advised I wanted a full refund and am waiting to hear back from them.
  
  Sincerely,
  
  ***************************

  Business response

  05/04/2023

  The complainant has accepted the resolution on Monday May 1st, 2023,  that was originally extended by our Regional Manager. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  01/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Repeatedly asked to stop receiving mail on the society afterlife program. Now resorting to a BBB filing please stop the relentless mailings. I do not desire their services at all.

  Business response

  02/16/2023

  Trident Society is confirming that the contact has been fully removed from our database as of February 9th, 2022. Trident Society recommends that the complainant uses this communication as proof of the removal. Trident Society apologizes for the inconvenience that the complainant encountered. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  02/16/2023

   
  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.  It is regrettable that the BBB has to be used to get a name off a mailing list. 
  

  thank you for your assistance. 
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My Father signed a contract with the Trident Society to be cremated and scattered at sea. In order for the family to attend the scattering the Trident Society is charging an additional $2000. The family has requested that the ashes be returned to the family to scatter at sea. The Trident Society is denying the request by the Executor, with support from the whole family. They are stating they have a contract with the deceased and it can not be altered by next of kin, the Executer, or any or all family members.

  Business response

  01/10/2023

  Trident Society worked with the complainant and resolved their concern. The complaint was satisfied. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  01/11/2023

   
  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

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company keeps sending mail to know about their services. I have contacted the company to remove my address from mailing list. I didn't request this info, keeps getting this for 5 years now. This is not right. Hope you can get this to stop. This company doesn't respect my wishes. I don't want their services. Thank you *************************************

  Business response

  01/10/2023

  Trident Society is providing confirmation that the contact has fully been immediately removed from our database as of January 10th, 2023. Trident Society apologizes for the inconvenience that the complainant encountered. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  01/11/2023

   
  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

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company did not perform services that were partially paid for. Company employees arrived in an unprofessional manner( ill fitting clothing, exposed pubic hair)Company promised to refund money and cover costs for new provider and than changed their mind.

  Business response

  12/30/2022

  Trident Society is requesting more details in order to pinpoint a contract/file so we can resolve this concern for the complainant. We are requesting  for the full name of the loved one that the complainant lost, contract number, and which Trident Society office had communication with the complainant. If the complainant has a name of our representative that he work with, that would be also very helpful for us to directly address this concern and provide resolution as the complainant request. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  01/10/2023

   
  Complaint: 18616703
  
  The decedents name was *********************. This contract was entered into at the ************* ********** Location.
  
  Sincerely,
  
  *************************

  Business response

  01/19/2023

  Trident Society spoke with the complainant and has provided a solution to his concerns. The complainant understood and is satisfied. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a policy through the Trident society on 9/13/2021. I purchased the policy through a gentleman named *******. I paid with a cashier's check for $3,443.50. I was not told at the time by ******* that when they would spread my ashes out to sea, that my daughter would not be allowed to be on the boat to spread my ashes. I found out later by my cousin who went to one of their seminars at Sizzlers, that they themselves spread your ashes for you. At that time, I called ******* to verify this and he confirmed that that is the case. I was not very happy when I found that out. Also, I was never told their policy of how they distribute your money into some separate account and if you cancel, you would be refunded very little of what you paid. I have only had the policy for not even one year when I cancelled on 8/22/22 and only received back $1324.87. They took $2,118.63 from me, which doesn't seem fair! They tell you they will make sure they get your body to cremate even if you're in another country, but I asked ******* about me being a donor of my body parts and how that would be arranged. He explained to me that if they came and collected my body to donate my parts, that my daughter would have to pay the process of getting me to them for cremation. I don't know how that works or where they take your body to do that process of donations, but I trusted what he told me and felt very frustrated about purchasing this policy in the first place. I spoke with a very nice lady about this situation, I think her name was *** or ***. She forwarded to me the paperwork so I could cancel the policy and also spoke with ******, who clearly explained how the policy worked. She told me that if I had wanted only the cremation part of their policy and not the spreading of my ashes, they would of taken $499.00 off of the purchase price.I wish I would of know all this information from the beginning. In talking with her found out that ******* was pretty new at this.Thank you for your time

  Business response

  10/25/2022

  Trident Society has reached out to the complainant via phone on October 20th and 21st and has left various messages. Trident Society wants to extend a resolution to the complainant and we have not heard back from the complainant. Please advise the complainant to reach back out to our representative that left his direct phone line on the voice messages left for the resolution. Trident Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  10/30/2022

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩