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ComplaintsforSmith Funeral Home, Inc.
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Complaint Details
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Initial Complaint
08/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My aunt, **** ******** passed Aug28th, 2020. Her funeral was September 5th. I was informed by the Funeral Home that its taking approx 6 months for the headstones to be placed on the grave-site. I started calling asking the end of April of 2021. I was told give it a month since the company is still behind, so are into May 2021 no headstone. In a week I call, informed "Mr. S. or Mrs. J. are the only 2 that can help you". Mrs. J. NEVER calls back. I called several time, each time I get the same same song and dance "let me check, the man is behind, I will call you back". Today is Aug18th, I called I get the same song & dance except with an unacceptable tone. I explained to the lady, that I was also tied of calling because every time I call I get the run around. I understand what she is saying, she does not need to use the that tone of voice with me. She calmed down & placed me on hold to see if she can get Mrs. J. on the phone, no Mrs. J. is busy.Business response
09/27/2021
Business Response /* (1000, 7, 2021/09/02) */ Please be advised that our firm is contesting the validity of this complaint. The service that is in question was contracted on August 31, 2020. Final payment on this contract was given by Mrs. ****** ****** was on March 2, 2021. Since full payment is required before the order of the Monument. The Monument was ordered on March 10, 2021. Monument orders are contracted out to our Monument dealer. It was discussed with Mrs. ****** that our monument installer was shutdown during the last part of the year and was behind in his installation. I was informed by him that this monument was due for installation by the end of August. While we yet waited patiently for our payment, it is appalling that she could not extend the same courtesy. Consumer Response /* (3000, 9, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) "While we yet waited patiently for our payment, it is appalling that she could not extend the same courtesy." I am not sure what payment they are referencing from the above statement. As the life insurance paid for my aunt's funeral. With that said, payment was delayed for one reason, no follow up from S. Funeral Home to the insurance company. I had to resolve the issue with the insurance company. I was getting conflicting information from the person handling the insurance claims from S. Funeral Home and what the life insurance company was telling me. The bottom line they were not following up. I understand, we get busy however there should be some protocol set up to work with the families and communicate next steps. I am in the business of "people" which means when my client calls me I return their calls as promised. In addition, when I called several times the individuals sound "stressed" and was most often rude which intensified the situation. Lastly, the monies for the headstone was given to S. Funeral Home and not the monumental company therefore EXPECTATION should have been shared with the client up front, not after the fact. The END. I was called last week and my aunt's headstone has been placed. I can move forward. THANK YOU.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.