Complaints

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unfortunately this company does not keep their word or make good on refunds. We were originally told we would get a 10% discount on our bill. Approx $600. Later when we came back to pay, we were told that was only 10% off of ONE LINE - less than $200. They did not have the obituary printed in the paper as requested. That amount is still to be refunded. Upon bringing up this issue ******* asked me twice if there is anything else they could do to make the situation right. The first time I said, I don’t know. The second I said - what do you suggest? She OFFERED to cover the programs that were printed. I told her I would get her a receipt. After supplying the receipt and following up via email, the Manager ******, has made it clear that they feel they have done enough for us, and that they will NOT be refunding the money as previously agreed.

  Business response

  05/10/2023

  Dear *** *******,
                  We deeply apologize for any misunderstanding and miscommunication regarding your loved one. We understand that this is an incredibly difficult time for you and your family, and we are striving to make this right with you. Clearly, there was a breakdown of communication regarding the services that you received through our company. I have also reached out to your father, ***** *******, as he is the legal next of kin and offered my condolences as well discussed with him what his feelings were towards the services received. Per my conversation with him, I will be running another notice in the daily times on this coming Wednesday 05/03/2023.
  To address your email:
  GPLs: We offer our general price lists to anyone who asks. ****** is new on our team and has been informed of the differences with our locations so she can better assist families.
  Transfer into our care: Unfortunately, we are short staffed but are in the process of hiring more team members. However, the staff is trained to call and ask about loved one’s weight and if there are any obstacles so they can be prepared for the transfer.  
  Discounts: Discounts are made at the discretion of the funeral service intern handling the case. When we feel a family needs a discount it is always only applied to the basic service fee. ******* has been informed that when offering a discount, she needs to be clear that it is only on our basic service fee.
  Daily Times: We allow our interns to assist families with submissions to the daily times at their discretion. After this situation, I have personally made sure that all our interns know the Daily Times will not have a printed version of obituaries on Saturdays. We have put in the request with our home office for the refund on ****’s obituary which should be received by you with-in the next couple of days. We refunded your family on this expense even though our company was not refunded by the daily times and your loved one’s obituary is still on the daily times website: ************************************************
  We have also posted the obituary on our website here: ********************************************************
  Register Book: Our staff gave you a register book free of charge when they are sold for $95 plus tax.
  Refund on your programs: ******* informed me of the situation and let me know that you suggested we refund you for the programs. I did feel that after we gave your family a refund on the obituary, a free register book, and a 10% discount on your basic services fee that we have gone above and beyond to try to make the situation right. Do you feel us paying the $258.43 for your programs will change your feeling about our service? I honestly feel our team is compassionate, pays great attention to detail, and does their best to help every family we serve. I apologize that was not the impression you had.  I am unsure what more we can do to correct what you feel was poor customer service, but I do understand your frustration regarding this subject.
   At Serenity and Company, we understand the difficulty and the range of emotions that one goes through after losing a precious and beloved family member and that feelings can run high while dealing with such a monumental loss. Once again, we would like to further communicate with your family about what we can do to rectify this unfortunate situation. Thank you for your patience regarding this delicate matter.
  

  Customer response

  05/10/2023

  Complaint: ********
  I am rejecting this response because:
  I have been in contact with **** ******* at the main office. The email ****** provided below does not actually address the concerns noted. I previously replied to this email when originally sent saying “yes, I would like a refund” as she asked if I would… however she then declined to provide one. However, as you can see here in her copy and pasted email, she has suggested a refund, and has yet to actually provide one when I said that is what I wanted.
  Regards,
  
  ***** *******

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