Complaints

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:10/22/2024

  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.

  My niece passed away on 9/15 and on 9/18 I entered a contract with T. Carrillo Funeral Service, LLC for funeral and crematory services. I paid the final payment in full for a total of $6557 on 10/4. At that time, I asked **** ********************** for 2 separate receipts, 1 for the funeral and 1 for the cremation in order to get reimbursed by HRA and was told to write it off on my taxes, and that would require too many notary signings. I insisted I would try but was told Mr. ******* was not available and I would receive a printout of a paid in full receipt after the funeral. The funeral was 10/5 and during the service the **********************s made several mistakes bc they did not communicate effectively and then behaved arrogantly, rudely, disrespectfuly and extremely insensitive while the family was grieving. The family and I were told the cremated remains would be available within 7 days after the funeral. I requested my 2 paid receipts 2 more times and was finally told they would provide 1 itemized receipt and not 2 separate receipts. I told them their behavior was very unprofessional and wrote reviews on ****** and Yelp. They were not happy and texted me their displeasure with a veiled threat. To date, we have still not received my niece's ashes and I have yet to receive my receipt, despite providing them with my email, which they requested in order to send it. The ashes were supposed to be ready 10/12, then the following week, then 10/21 and now they're saying 10/24. They stated bc "We go 1 time a week to pick up everybody's ashes." My sister in law is distraught. She wants her daughter's remains. Additionally, the **********************s have not yet provided us with my niece's death certificate. This husband and wife duo have made a painful situation much worse and are now dragging this process out unnecessarily. In my opinion this is retaliation for the honest review I posted. These people were paid in full since October 4th and we still have not received a receipt, ashes or death certificates.

  Business Response

  Date: 10/22/2024

  ** **** has no basis for her complaints. As a FUNERAL HOME, we often have to work with third parties and have no control over their workload or system delay. We maintain constant communication with this family by providing updates when necessary. It is unfortunate that she is displeased with our high level of service. As a word of advice, when a FUNERAL professional, or any professional in the field in what you hired them for, attempts to guide you and provide suggestions, but are ignored, things will and can go wrong. She is entitled to her opinion, but she failed to mention in her complaint about the slideshow, **** ********************** had to manually click through the slideshow because the family did not heed to our recommendation. They also presented us with several issues with this slideshow during the viewing. When that happens, that takes our attention away from being able to tend to the other guests and the matters at hand and preparing for the service. Additionally, this was a viewing only, but it required much more interaction than normal because the family did not heed to our suggestions. This is the basis for their complaints. All services have been rendered. We have given them a date to pick up the ashes. We have no control over the crematorys workload. A Paid in Full receipt was provided as our normal policy.

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not yet received an official printed receipt to date. I was asked on October 12th to provide my email address to receive my receipt and I have not received it. Please provide a copy of this receipt. My niece was supposed to be cremated almost 3 weeks ago and we still don't have the ashes, so blaming a 3rd party is unacceptable. Her mother is distraught because she does not even know where her daughter is?! And **** ********************** telling her mother that they only pick up ashes once a week did not help. At the funeral their unprofessional behavior was observed by all the guests, who would be more than willing to write complaints as well. And claiming that they had to click through our video is an outright lie. The fact is, we were provided with a link to upload our media and the link only supported photos not videos. So on the day of, we spent unnecessary time trying to upload the video through some program they use as opposed to just connecting the laptop using an HDMI cord. I still don't have a receipt, ashes or death certificates. We were given 4 previous dates to receive these things so I have no confidence that this new date provided will yield anything.   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ****