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Complaint Details
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Initial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My father, ********************, did a whole body donation to MedCure years ago. Upon his death on March 3, 2024, I notified MedCure to arrange for his body to be picked up at the senior care facility, *********, in *****, **. I coordinated with *********************************** and Medcure to confirm his death and completed the ***** Statistics Worksheet for Death Certificate and provided that to MedCure on March 4, 2024. As stated in the documents they provided me, it can take MedCure 8-12 weeks to provide a complimentary Death Certificate, and advises that if you require a death certificate sooner than that, to contact your state's department of vital statistics. Accordingly, I provided the ************************* of ***** Statistics with the required verification documents to validate my entitlement to the death certificate and placed an order on line for them to issue and send me his death certificate. After allowing 10 business days to pass after placing the order, I began contacting the ******************* of ***** Statistics to find out why the death certificates have not been received. I received a phone call from the ******************* of ***** Statistics on April 2, 2024 to advise me that they had not received any record of my father's death from which to issue his death certificate. I immediately called the number MedCure provides to find out why they nor their funeral home partner in ***** had yet notified the ******************* of ***** Statistics of my father's death. I spoke to their agent named *********, who did not know why and promised she would find out and call me back. She never has called back, and now when I try to call the MedCure number, I keep getting call failed messages and the same when trying to call the alternative number provided for the business profile on the BBB site. I need MedCure to ensure that the ******************* of ***** Statistics is provided with the required information for the issuance of my father's death certificate that I ordered and paid for.
Business response
10/31/2024
After thoroughly investigating this matter, weve confirmed with documentation from the funeral home that they submitted the death certificate on March 6th. It appears, however, that delays arose due to issues with the physicians signature, impacting the timely availability of the certificatea part of the process that falls outside our direct control.
We sincerely apologize for any difficulty you experienced in reaching us. Unfortunately, we were experiencing staffing challenges at that time, which is not typical for us, and we understand this may have added to your frustration. Please know we are dedicated to supporting you every step of the way, and we greatly appreciate your patience and understanding.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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