ComplaintsforLoose Funeral Homes & Crematory

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Met with **** from Loose on Christmas Eve after our sister was tragically murdered. We were recommended by a friend that works at the facility. Understandably, there were some delays due to the nature of her passing and the holiday (although, I'd figure as a funeral service, you would want to provide comfort to families especially during the holidays and work through them, but I guess that's my own work ethic)After the delay was cleared, we set the funeral date and we waited to hear from them about proceeding. We had to call them back day after day to get the ball rolling. Finally found out after the fact, the day after, that the cremation took place. It's now two days before the funeral date that we set, and they still haven't even made any sort of effort to have the obituary ran nor attempted to contact clergy for the funeral. Apparently our funeral director called in sick (although they posted that his birthday just passed a few days ago. Wonder if it's more that he's "sick") Either way, there was an egregious lack of communication. Either way, Loose dropped the ball. When all of our family called, understandably upset and even heated after paying over $6k up front, all we got was put on hold, promised only call backs, given empty apologies, and resulted zero answers or action.They are either severely understaffed or incompetent. Or both. Either way, they lack the professionalism that this service requires, hiding in a sheen of false simplicity, honesty, and sympathy for people already suffering that are seeking their services. We actually just found s priest to handle a service on out own and may contact the newspapers to list the obituary.

  Business response

  04/21/2022

  Prior to the services of the loved one of the two complainants, we were able to discuss our lack of communication and how we were truly sorry for our actions.  We do have a guarantee to each family we serve and if for any reason we do not provide the services they paid for, we will and did refund the money to the family for the services we did not provide to their satisfaction.  Please see the attached document showing the two refunds to the two payors.  

  It is not the norm for us to get complaints and we are truly sorry to get one.  We are dedicated to treat everyone equally with the utmost respect and not have communication issues between the families we serve and our team of funeral professionals.  We failed with this family and we hope that our remedy was satisfactory with everyone concerned.  At the end of the evening services we held for their loved one, I was greeted by her father, sister and husband with their thanks.  I apologized to them again and hoped that the memorial service just held was a comfort to them and they said it was.      

  Note - There are no excuses, but in their complaint, they were correct in the fact that we were under staffed, which most businesses were at that time. Due to Covid 19, we had over half of our staff either suffering with Covid-19 or quarantined because Covid-19. 

  We hope to never have complaints in the future.

  Most sincerely, 

  Robert E. Loose

   

  Customer response

  04/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  Furthermore, I would like to give my thanks to all of the staff there at Loose for making this right.

  
  

  Regards,

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

*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. ↩