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Complaint Details
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Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing about millilani mortuarys refusal to refund $***** of prepaid funds that were utilized for my mother's cremation in a different state. Despite being the sole contributor to these funds, I am now being denied access to them due to the requirement of obtaining signatures from all siblings, none of whom contributed financially to my mother's cremation or to my mothers prepaid funeral plan which I made sure was paid in full before my moms passing. It is both unjust and unreasonable to expect the signatures of individuals who did not financially contribute to the funeral expenses. As the sole contributor, I rightfully deserve access to the prepaid funds allocated for my mother's cremation. Your insistence on obtaining signatures from all siblings disregards the reality of the situation and places an unnecessary burden on me during this difficult time.Since my moms passing they have been rude and uncooperative with my self and the funeral home here in ********, ****** Funeral Home which I used after my mother passing. ********* mortuary refused to transfer any of the funds that my mom had prepaid to ******** so I had to pay ***** out of pocket and was told in ******** that I have to go to ****** and bring the receipt to millilani mortuary in my name and they would refund the money, which they are refusing to do now. Though this whole situation they have undeniably unprofessional and uncooperative.
Business response
06/13/2024
The Decedent (mother of ********) purchased a pre need funeral plan from Mililani. As a result of having passed outside of the State of ******, purchaser decedent did not use the Mililani plan and is entitled to a $3,000.00 refund.
Under our pre need contract, this refund is now due to the decedents next of kin.
We understand Decedents next of kin includes persons other than the claimant. Therefore, Mililani would need to receive authorizations or releases by all of the closest next of kin to enable us to distribute the refund to Claimant as requested.Initial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 27, 2024 I had an appointment with Mililani Mortuary at 1:15 to do my mom's hair and makeup for her funeral the following day. I was allowed 2 other people to assist me. I paid ****** for the makeup and dressing. My step sister, *************************** showed up with clothes in hand checking in for her appointment at 1:15. I didn't think anything of it since she wasn't listed as a guest for my appointment. My mom was dressed and I was almost done with her makeup when we were informed by the funeral director, ***** that the informant, *************************** stated she would like the mortuary to do my mom's make up and dress her in the clothes she brought. I was appalled and stated "How can this happened, I paid for this service". ***** informed me that they have to listen to the informant regardless if I paid. ***** stated he will refund my money. I can not believe this can happen and Mililani Mortuary along with my step sister can disregard a service I paid for. I am beyond distraught and got PTSD by this, They took away the last moment I got to spend with my mom. I called and spoke with the ** for Mililani Mortuary the next day March 28, 2024 and asked if they can at least put a sweater on my mom, her sweater. He called my step sister, ******* again and she said no. How can this happen? I would be very weary of ever using Mililani Mortuary and I hope this finds people who are considering using them for the final resting place for their loved ones. If you are not the first to contact Mililani Mortuary, and not not the point of contact (informant) You do not get to plan anything for your loved ones funeral. Bad business!Business response
04/21/2024
The family met with Mililani prior to March 27, 2024, and during this initial meeting, a contact person was selected by the family members. The person selected was the stepsister, ***************************, who complainant mentioned in the complaint.
It has been our long standing business practice that one person be selected as the point of contact to avoid the situation which has been detailed in the complaint. Unless advised otherwise, this contact person will be person to whom Mililani will direct all questions or decisions for their approval. Mililani makes every attempt to refrain from becoming involved in family disputes and takes no position in these matters except to follow our protocol.
Mililani has noted in our files that the return of the $450.00 dressing fee be made and returned to complainant, ***************************.Customer response
04/21/2024
Complaint: 21558168
I am rejecting this response because: The information provided by Military Mortuary is incorrect. I was present at the funeral planning and a contact person was not selected. *************************** was just the first person to call the mortuary and there was no discussion of who the informant or contact person was everything was already predetermined. Mililani Mortuary also stated It has been our long standing business practice that one person be selected as the point of contact to avoid the situation which has been detailed in the complaint. My response to that is I paid and *************************** signed and acknowledged that I would be doing the dressing and cosmetics. So if it was understood by the informant, why would she show up saying she had an appointment, unless someone from the mortuary told her to do so? I also find it odd that the funeral arranger happened to call in sick on the day the appointment for the dressing and cosmetics was scheduled for. There was no discussion or information given by the mortuary, verbally or on any of the paperwork that was filled out or signed, that the informant has the final decision on the dressing and cosmetics even though I paid for that service already and it was understood and acknowledged by the informant. ***************** (funeral planner at Mililani Mortuary) never stated nor do I have a copy of the policy that the informant or contact person can change or cancel my appointment.
Sincerely,
***************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.