Business Profile

Funeral Director

National Cremation Society

Headquarters

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Important information

Customer Complaint:
This Review reflects national complaint activity.

Complaints

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

Customer Complaints Summary

20 total complaints in the last 3 years.
6 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:02/28/2025
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 bought a plan last year and was told if I change my mind I would receive my fee back. I put down a deposit of $500. and had a monthly charge on my credit card for about $44 a month. Total package was $3,194. Ive paid so far, $1,083.70. I now want out of the contract. I sent in all necessary release paperwork. Ive called several times and all I get is a runaround. They keep saying they will call me back but never do. I want my money back.
Business Response
Date: 03/14/2025
Neptune Society is very sorry for any inconveniences. Neptune Soceity has reached out to the complainant to confirm their interest and to inform the complainant that we will honor the complainants desired resolution. The resolution is in processl. If the complainant has any questions, please call our Customer Support team at *************. Neptune Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:02/14/2025
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.
The National Cremation Society has not cancelled my contract, has not refunded my money of $1,060.00 as per my contact with them for over a month. They keep giving me new dates for this to happen and it never does. I am concerned that they will never return my money.
Customer Answer
Date: 03/06/2025
******* & *****, mostly ******* @ National Cremation Society.
Business Response
Date: 03/11/2025
National Cremation Society is very sorry for any inconveniences. National Cremation Soceity we will honor the complainants desired resolution. The resolution is in progress via mail. If the complainant has any questions, please call our Customer Support team at *************. ********************** always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:12/16/2024
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.
I was my grandmothers only caretaker for over 10 years, as well as the only one in her will and POA for everything. I went out of town the night she passed away at the hospital. I gave them my cousins number, Incase I didnt have service. Early Saturday morning she passed. My cousin called to let me know the hospital called her. I immediately called the cremation place. Gave them all of the info they needed. Monday morning, they call my cousin (who hasnt spoken to her her entire life). My cousin said, she has nothing to do with this and to call me. I call to ask why they called her, as I called Saturday, the hospital gave them my info, Im her caretaker, etc? They were extremely rude, and wouldnt even talk to me. Her next of kin, is my uncle, who is in a mental ****, not coherent. They wouldnt allow me to sign the paperwork, only an incoherent person, who couldnt grasp the fact she was even passed??? Then, the death certificate had incorrect information. AFTER, I emailed them the correct information. ****, apparently the head of Clearwater, said its not their fault, as I wouldnt provide any information. So, when I showed him the email chain, he had NOTHING to say other than, nothing can be fix, and Im out of luck. The most inconsiderate, incompetent person Ive ever dealt with. In this profession, Im mind blown by his lack of knowledge and care. I called several times, he pretended not to be himself, and that h*** take care of the situation. NOTHING was rectified on his end. He sent the incorrect death certificates to my cousin. After we all told him, she has never been in her life and is no part of this. I had to go to the state myself, they overrode him, because he ignored our request for correct HIS mistake. And it cost me another $150 out of pocket. When he pretended not to be himself on the phone, I was told hed send a refund and acted apologetic about his incompetent staff! I have yet to receive a phone call or a check. WORST customer **********************!!!!!!!!
Business Response
Date: 01/08/2025
National Cremation Society wants to extend our sincerest condolences for the loss of your grandmother. We are also very sorry for any inconveniences that you encountered. Please know that National Cremation Society has reached out to the Next of Kin, **** ********* in regards to your concerns.These concerns are made 10 months after we provided service to this family. The Next of Kin stated that they have been satisfied and do not request any refund.We recommend that the complainant reaches out to the Next of Kin for further assistance. The Complainant ***** ********* was not the legal executioner of *********************** arrangements, therefore ***** cannot request changes nor refunds.If the complainant has any questions, please call our Customer Support team at *************. ********************** always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 01/10/2025

Complaint: 22691941

I am rejecting this response because:

Complaint:22691941??I am rejecting this response because
Next of kin is my grandmothers son, ***** *******, who has been in a mental facility for decades. He is incompetent (in which you guys had sign papers, which is not legal). He does NOT have a phone, so you did not call him like you stated on the ****** review. **** said you did not call her either! While signing papers,***** didnt comprehend she had even passed. HE IS MENTALLY HANDICAPPER, and its very obvious. Him nor **** has not spoken to my grandmother in over 30 years. This is also why I have been her caretaker and POA, since my grandpa passed 11 years ago. After *****, the next of kin is ME! **** IS SIX YEARS YOUNGER THAN ME WITH SIX OTHER GRANDCHILDEN IN BETWEEN US LIKE WE BOTH TOLD YOU I was out of town with no service the night she passed. I gave the hospital ****s number Incase of emergency that ONE night. I called you the second you opened that Saturday morning to let you know of her passing a few hours ********* said youd call me Monday morning. Monday morning you called ****??? She let you know, Im the main point of contact. NOT HER. Shes never had a relationship with my grandmother. Yet all communication was through her?? She didnt even know ANY info that went on the death certificate. ONLY I did. In which I emailed over, and you STILL put the incorrect info on the death certificate and would not help me change it. I had to do it on my own with the state, in which you would not respond to them either, so they overrode you. Youre a complete liar and cost not only a financial but emotional stress! I have every bit of this saved in emails for proof. Then, I called and **** **** pretends hes not him and h*** talk to him and get it taken care of! Its been comical to say the least. Im not sure why this is such a fight. After the deemed incompetent son, I AM NEXT OF KIN!!!!!!!!!! I do not understand why you are not listening to any of us, just made this a mess for no reason!!!!

***** *********
Business Response
Date: 01/15/2025
National Cremation Society is very sorry for any inconveniences that the complainant encountered. Please know that National Cremation Society will not honor a refund. The complainant has reach out to the Next of Kin, **** ********* in regard to their concerns. These concerns are made 10 months after we provided service to this family and the complainant was not the designated executioner of Mrs. ******** arrangements. National Cremation Society reached out to the Next of Kin to chat over this complaint, and they were not aware of this complaint, nor do they have an issue or need a refund. The Next of Kin and family is satisfied with the services they received from National Cremation Society 10 months ago. National Cremation Society will continue to always strive to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 01/15/2025

Complaint: 22691941

I am rejecting this response because:

I'm not sure if the person reading this at the national cremation society is incompetent, blind or both, while the explanations are VERY redundant... THE NEXT OF KIN IS ***** ******, *********** son (60 years of age). He is mentally handicapped. AFTER *****, the next of kin is ME. I was born in ****!!!!! I am 38 years old. **** was born SEVEN YEARS AFTER ME, and did not know ********* *******. I was her care taker and POA for TEN years. I asked the hospital to call **** in case of emergency the night she passed, as i was camping and had no service. Unfortunately, that's the night she passed. A few hours after passing I (not ****) called the National Cremation Society to let them know of her passing and her contract paperwork that I (not ***** have as I am her caretaker. They said they'd call me Monday morning, as it was Saturday... Monday, they called ****, as she let her know her dad, ***** *******, was technically next of kin, but mentally handicapped in a mental facility, so Sabra, **, is the one in charge and only point of contact. I am CURRENTLY on the phone with ****, and NO, you have NOT called her, since you incorrectly called to let her know the ashes were ready to be picked up. So, yet ANOTHER lie. This is RIDICULOUS.

***** *********
Initial Complaint
Date:08/13/2024
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.
On 01/30/ 2021 I Signed A Purchase Agreement From "National Cremation Society Of *********, **, In The Amount Of $1,000 As"Total Services" ~ Which Is What I Thought It To Be When Purchased .~~Then Placed The Papers In An Envelope ~ About A Week Ago I Happen To Run Across Them, On One Of The Sheets ~ Also Signed~ With Figures Taking The "Total Merchandise Amount" Of $1,448.70 Along With Another "Total Merchandise Amount" Of $2,406.59 ~~ Another With So I Telephoned The Company To Inquire As To What The Additional Fees Are For ...The Lady Put Me On Hold, Returned And Stated :"It's For An Urn You Purchased, I'll Make A Note And Have Someone Return You Call Tomorrow And Explain The $2,000.00 Amount" ~ Those Are 3 Various Figures, And No Returned Call to explain any of the figures ...So I Continued Reading The Documents. ~ Where I Found An Unmarked Box FOR An Urn, A Flag (No Type Nor Size Listed) ~ Memento Chest ~ Cardboard Receptacle ~ I Think That's It In The Entirety.
Business Response
Date: 09/03/2024
National Cremation Society sincerely apologizes for any inconveniences and confusion that the complainant may have encountered with the merchandise purchase. National Cremation Society has reached out via phone and has spoken to the complainant to provide a resolution to their complaint. the complainant is satisfied and the resolution is in progress. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:07/20/2024
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.
Purchased cremation service for myself and my husband apr 20 years ago in ******** which included insurance should we die out of state . Since we left Florida to be with family we tried to contact said business as to our standing but unfortunately no one responds to emails or phone messages .
Business Response
Date: 08/01/2024
National Cremation Society wants to confirm that we reached out to the complainant via phone and provided a full resolution and confirmation of their contract with a travel plan. We are very sorry for any poor communication from our end. We tried to confirm with the complainant what was the phone numbers and contact information that they were reaching us at and the complainant was unable to provide those details. National Cremation Society have updated their current address; phone # and email address. Replacement Member ID Cards have been ordered. A copy of the Vital Stats form was also emailed to the complainant so that they can update the contact info for their next of kin. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:07/12/2024
Type:Delivery 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 am an active duty servicemember and I have no idea how National Cremation Service obtained my information. *** received multiple paper mailings and am NOT INTERESTED. I attempted to use their website to remove myself, and it doesnt work.
Business Response
Date: 07/19/2024
National Cremation Society sincerely apologizes for this frustrating inconvenience. National Cremation Society is confirming that the contact has been fully removed from our database as of July 17th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. National Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:04/07/2024
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 just found out about a brain tumor that the hospital failed to tell me and now I am receiving mailings about creation. I am devastated with the results not told to me as I am still waiting for the records to be transferred to the *********** for further review. And, to get this mailed to me specifically (not to the household or current resident) is DISTURBING. I don't know anything about this tumor and this is frustrating in itself.
Business Response
Date: 04/17/2024
National Society sincerely apologizes for this frustrating inconvenience. National Society is confirming that the contact has been fully removed from our database as of April 17th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. National Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 04/18/2024

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,

***********************
Initial Complaint
Date:02/29/2024
Type:Sales and Advertising 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 whom passed away in June of 2023 had started the process of making payments with this company for her cremation. She fell severely incompetent with dementia and what Im assuming didnt fulfill her payment requirements. Come her passing we had no idea about this account and did not use there services to handle her remains. Now in February 2024 they must have gotten notice of her passing and have sent us a bill for the remaining payments even though there services were never rendered. I feel this company took full advantage of an elderly lady who was in the early stages of her disease. I have personally contacted this company who refused to provide me a copy of the original contract that is ****** by my mother and refused to refund the money that was paid since we never used there services and had no knowledge of this transaction. Since refusing to provide a copy of the ****** contract I dont know what date this account was entered into but it could be past the date the doctor ****** off on her not being able to enter into any binding contracts due to her disease being so far progressed.
Business Response
Date: 03/15/2024
National Cremation Society has has reached out to the complainant via phone to extend a resolution to his concerns. National Cremation Society left a voice message on 3/14/2024 12 pm EST and folllowed up with an email. We have not heard back from the complainant. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:02/28/2024
Type:Customer Service 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.
Our mother passed on 2/9/2024. She had a prepaid cremation. She designated me as her 1st of kin. For some reason ************* told me on a conference call with my sister ****** that only ****** could provide information for the death certificate. Despite ****** telling ************* I had her permission to talk, ************* insisted only ****** could provide the information- despite not knowing the information. She was born years after me. I would answer the ********* *************** made ****** repeat what I said.****** lives less than a mile from where the ****** location. I traveled from ** & arrived less than 24 hours after our mother passed.Apparently ************* is not literate or understands English as it is clearly written in our mothers hand writing on the source document that I am the #1 next of kin. Document attached.************* told me she was required by Florida law to only get the information from ******. What?Suspect ************* prepared all the documents and wasnt in the office where the documents were. Otherwise none of this would have happened.My sister ****** has bee In a state of shock and was unable to get words out & experienced tightness in her chest. Reason ? ************* told lack of empathy & unprofessional attitude. After hanging up, ************* sent a Docusign email & told us we only had 20 minutes to review & sign it. Not having a computer, it was almost impossible to read what we had to sign/initial.What made it worse, despite telling ************* no fingerprints, the fingerprint form was completed in a way saying we authorized it.I have filed a complaint with the National Cremation Society & in contact with a representative named ***** at ************. She has apologized. What we dont understand & want to see in reason is what a person like ************* is employed in a business where empathy & feelings are essential.I am reporting this so no one else has to experience anything like this.
Business Response
Date: 03/13/2024
National Cremation & Burial Society has has reached out to the complainant via phone to conversate over the resolution to his concerns. National Cremation & Burial Society has left a voice message with the resolution. The complainant has not reached back out to us to provide us confirmation/update on the mailed resolution. Resolution was mailed on March 4th, 2024. National Cremation & Burial Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Initial Complaint
Date:01/22/2024
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 am 73 my husband is 77 we both have cancer. To save my kids from heart ache, I have paid $5.938.00 bought End of the life arrangements for us both. September 16 2022 Couple of months after, I have found out that, there was a class action lawsuit against them. I have asked ***************************** to please return my money. She had told me that, its not the company policy and advised me to go with class action lawsuit.I thought it would be easier to dispute through my credit card company. Unfortunately we have lost the dispute.April 3 2023 I have received a letter from ************************* SVP of Operations, letting me know that my account has been paid in full.January 9 **** I had received a phone call and informed that, we are not covered!!They cannot locate the money!!Office manager hung the phone on me once and nobody returned my at least four phone calls.I cant trust this company!! We would have both been dead by now!!I dont have the time nor energy to fight anymore!Please help us to get our money to make a peaceful exit from this world. Thank You!*********************
Customer Answer
Date: 01/22/2024
Thank You
My original mail provided address and documents!
I am not sure you got all the information
*********************

Business Response
Date: 01/25/2024
National Cremation Society has resolved this complaint. National Cremation Society called the complainant yesterday January 24th, **** and left a voice message to advise that *** has been trying to deliver the resolution. National Cremation Society always strives to provide the utmost in service and customer satisfaction to each family we serve.
Customer Answer
Date: 01/25/2024
I am trilled that after two years you have returned my money!
Unfortunately with the inflation there is no way we can buy the same services from a reputable company!
Please pay 2 years interest! It may help us to purchase end of the life services with a peace of mind.
Thanks
*********************
Customer Answer
Date: 01/26/2024
I have found out that, with the amount refunded after two years, due to inflation, we cant buy the same services from a reputable company.
Please help us by, paying two years interest.
Thanks
*********************

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National Cremation Society is NOT a BBB Accredited Business.