ComplaintsforRestland Funeral Home

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we went to the cemetary to take a look at the plots we found that our grandmother (who passed away in Dec 2018) was supposed to have a marker put on her grave and this never happened. When we brought it up to Restland we were told they would look into it &get back with us. I asked about it repeatedly and kept getting the same comment, we will look into it. Finally they sent us a rendering of the marker in July and asked us to approve. We did that & then waited. I never heard back from them so I had to contact them to get an update. I was told again they would have to look into it. Finally I was told that they never got the approval so they never did anything. You would think they would have followed up since they already messed up by not providing the marker 5 years earlier. It took numerous emails but they sent the Docusign again and asked us to approve. We did this on November 10th. I had an email from ***********************, the Family Services Supervisor acknowledging that they received the completed document & would get it ordered. I asked for a rush. I never heard back from him or anyone else. So I emailed again yesterday and received another docusign stating that they had never received the aprpoval and I needed to get that done before they could order. I asked for an explanation and I didn't get a single response. I wrote to another manager and didn't receive any response from her either. I forwarded his email from November 10th showing him he said he received it. He never acknowledged that either. So yet again I approved the marker and got another email saying it has been ordered. I asked for an explanation. I asked for a higher up managers name. I asked to have the marker expedited. I never received any response for any of this. I find it amazing that an organization this large would drop the ball on something like this in the first place but another 3 times & no one will lift a finger to accept responsibility.

  Business response

  01/18/2024

  *****************, I genuinely apologize for the continued issues that you have experienced in the marker order for your loved one.  There is no denying that the process did not proceed smoothly as it should have and there were several instances where the lack of communication was ever present.  

  I visited with ***************************, Managing Partner of Family Services this morning on this issue.  It was revealed to me that the marker has in fact been ordered.  ******* did mention that you two were in communication however there was a family emergency that you unfortunately experienced and had to leave to attend to.  First and most important, I sincerely hope that the emergency situation is better now and that is the most important issue at hand.  When you are ready, ******* awaits your return call to proceed again with the conversations.  

  Again, the marker has been ordered so we should be expecting the marker as soon as the manufacturer completes the order and we will get the marker installed for you. 

   

  Best, 

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

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom passed away in March 28,2022. My dad passed in June ****. We purchased both ****** for mom ( in advance ) and dad in ****. We put a tombstone for dad, which was fabricated by Restland, in ****. On 5/28/2022, we ordered the exact replica of my dad's tombstone for mom using credit cards for $11577.25 . They requested a full payment at the time of order.He told us the tombstone would be ready in a couple of months.It took them ************************************************************ 4/30/2023 (after so many inquirers from us to Restland In regards to delay of the tombstone ). Each time we were bombarded with their unacceptable excuses. During that period, we changed ******* and worked with their top manager. However, regardless of whom we were working with, 90% of the time , we were unable to communicate with them through their website, phone calls, emails, and even office visits.After they finally placed my Mothers tombstone on 4/30/2023, we noticed the picture was not placed yet and there was a misspelling of a word.05/1/2023 : I talked to a manager about some issues in regards to both my mother and father's tombstones:Mothers: 1) No picture. 2) problem with the one word spelling which I showed it to him.Fathers: 1) Tilted tombstone. 2) damage to the picture (scratches and peeling from the frame) due to Restland heavy machinery usage. Also maintenance of the overgrowth grass around both tombstones.He told me my mother's picture would be placed 1-2 weeks after the marker ( tombstone) was placed and they would correct the spelling at the same time. Also, they told me in regards to my father's tombstone, I should request it online (which I did immediately on the same day). I was told that the maintenance department would take care of the problems in 2 weeks.Since 5/1/2023, nothing has be done to both tombstones and the maintenance.

  Business response

  08/29/2023

  Good afternoon *************  I have reached out to you to try to gain a moment to speak with you.  We have made our discussions on this matter and we agree that there was in fact a failure on our behalf to accommodate your needs of utilizing the cemetery space that was being offered.  With that, we have ultimately agreed to refund you the price that you paid for the cemetery property.  We sincerely apologize for this entire dilemma but our commitment to you in making right of the wrong doing is the entire reason for the agreed refund of the purchase price of the cemetery property.  

   

   

  Customer response

  08/31/2023

  I am rejecting this response because:   

  The response from the business does not pertain to our complain. It seems like this is just an error:  the business mixed-up our problem and responded to someone else named "***********". Our complain is in regards to their unfinished service started about 1.5 years ago and yet not completed. We paid in full for my mother's gravestone in May of 2022 and it was supposed to be ready in 8 weeks. But as of today, the tombstone still has missing picture with some spelling problem. They also damaged my father's picture on his stone as well. Overall, this cemetery has some maintenance issues. We are tired of this business' lies and false promises. We have waited too long and do not want to wait anymore. We decided to ask another company to finish the job and the repairs. At this point we want our full refund of $11577. 25. We paid a lot of money to have a good service, but instead, this business insulted our trust and intelligence by keep finding excuses to not finish the job.  

  Business response

  09/01/2023

  Good afternoon.  Thank you for the response and please accept my sincerest apologies on the error of you receiving incorrect communications from a totally different issue.  I do not know how that happened however, I do accept the full responsibility of the incorrect communication.  

   

  I have visited with *************************** and am aware of the meeting that you will be having with her Saturday 9/2/2023.  I am confident that we will resolve the issues.  I have also spoken to our cemetery superintendent and have made aware of the situation and addressed the lack of care that was given with the grass clippings and vases on your loved ones markers.  

   

  Again, I sincerely apologize for every issue that you have encountered with Restland and we do aim to resolve these issues. 

   

  Sincerely, 

   

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

  Customer response

  09/04/2023

  I am rejecting this response because: 

  Mr. ***,

  In one hand we want to thank you to finally address our issues ( except for my father's cameo which takes a few weeks to replace).  on the other hand, it took extra ***** months for the cemetery to address these issues. We had to complain in order to get what we paid for after more than a year. How about the hardship we went through? How do you want to compensate all the problems we had with the cemetery through this period?

  We are asking for a fair discount for our dissatisfaction for the cemetery service on the top of all the issues mentioned before.

  Respectfully,

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

  Business response

  09/18/2023

  Good afternoon and thank you for reaching out to me.  Can you expand and define  your meaning of discount for the hardships?  I do not disagree with you at all.  This should have been resolved way sooner.  

  Thank you for the continued conversation. 

   

  ****

   

  Customer response

  09/19/2023

  I am rejecting this response because:   

  Good day,

  Considering the amount of money we spent and your business promised the project would be finished in 8 weeks, yes we want a discount. 

  Instead of 8 weeks, the project took 68 weeks. In the meanwhile, we tried to communicate with your representatives more than 100 times by phone, email and in person, but mostly we were unsuccessful. Those times that we finally could talk to someone, we received false information and empty promises. 

  We already had a rough time dealing with the loss of a loved one and then we had to deal with your business in regards to her final resting place on the top of that. It was very hard not to be able to provide the least thing we could do for her.  

  You cannot put a price on our hardship, but put your feet in our shoes: Do you think your business did it right? We spent a lot of money to have a good service with a satisfactory result. If I did not complained to BBB, I would still waiting and waiting for you guys to maybe finish the project.

  We want a fair discount from your business to at least help us to recover some of our expenses in this matter.

  Sincerely Yours,

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

  Customer response

  12/12/2023

  As of 12/11/2023, nothing has been done to my Father's cameo and tombstone. Per our conversation that I had with **************************** on 9/7/2023, she told me that they would replace his cameo and polish his tombstone in 4 weeks. As I mentioned it before , due to the use of heavy machinery, Restland has damaged his cameo and caused unsightly scratches on his tombstone. Also, due to the tilted tombstone, mud and dirt accumulate on the corner of his tombstone which is impossible to clean.

  In addition, we request some discount or partial credit on the cost of my mother's tombstone. The reason is it took the business 68 weeks to complete the project.  This is against what we were told at the time of the purchase ( which was 8 weeks). This delay has caused a great hardship, both emotionally and financially, on our part. I am sure, if we did not complain to BBB, nothing would be done to her tombstone as of today. 

  Business response

  01/11/2024

  Good afternoon.  I have visited the gravesites and the new cameo picture was received on 12/19/2023 and installed on 12/20/2023.  I do agree that the markers have again settled and need to be releveled.  My plan will be to place concrete piers under each of your parents markers to assist in the prevention of future settling.  This will require a document to be signed from you all giving us permission to remove the markers in order to do the work required. We also will agree to remove and refinish the bronze portion of your father's marker as a form of credit that you mention in your requests.  This too will require the same authorization signatures.  

  The engraving issues that were discussed in 2023 were also resolved.  

  In regards to the scuffing on the marker from the mower tires, we will get this resolved as well.  I apologize for the scuffing as it clearly needs to be addressed with our maintenance team and I give you my assurance that I will make those discussions.  

  I will follow up with you via email on the process of gaining the necessary signatures to perform the above. 

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issues/Unethical Practices Gifting/Transfer Plot request 11/17/22 On November 17 at 03:27:51 PM, I received an incoming call from ************ *****************************. ******************** asked me whether I sent anyone up to Restland because someone was at the front desk asking questions concerning my deceased son *********************. I stated I had not sent anyone to Restland concerning my son. ******************** then communicated that the person was a female. I then asked whether she knew the person's name. She stated she did not, and at that time, I asked her to walk up front and let me hear the conversation. ******************** went up front and asked, "May I help" At that time, I heard a female voice. I then asked ******************** to ask the name of the person she was speaking to. It was a family friend. This friend has known my family for many years. On November 16, this family visited me at my home. During the visit, we discussed many things, including the financial hardship I was going through during this difficult time. My friend has a plot at Restland and wanted to know what steps we needed to take to gift me the property. At that time, ***************************** told her it was too late. My family friend had not informed me that she planned to give me her plot. She wanted to surprise me and ensure it could be done. I believe in the power of prayer and often ask the saints to pray on my behalf, my church family. That said, I lean on my family and confide in them. What I don't know others do, and several people have told me to look into this too-late business because it was not too late as their profession is in the same line of business as Restland professionals. I trusted ******* and never once thought I was dealing with someone looking to make a sale over having sincere compassion at such a vulnerable time for me. Once I realized what had happened. I wanted to speak with *******************************, supervisor, and was directed to ***********************. ************' answer was the same. It was too late. No Wake noth

  Business response

  09/01/2023

  Good afternoon *************  I have reached out to you to try to gain a moment to speak with you.  We have made our discussions on this matter and we agree that there was in fact a failure on our behalf to accommodate your needs of utilizing the cemetery space that was being offered.  With that, we have ultimately agreed to refund you the price that you paid for the cemetery property.  We sincerely apologize for this entire dilemma but our commitment to you in making right of the wrong doing is the entire reason for the agreed refund of the purchase price of the cemetery property.  
  

  Customer response

  09/06/2023

  I am rejecting this response because:   

   

  Good Morning,
  
  

  Business response

  09/18/2023

  Good afternoon and thank you for the continued conversation.  We have made further discussions on this matter.  As mentioned in another conversation, we all agree to the refunding of the price that you incurred for the interment right to the space that your son is resting. That amount is the $6,995.   We unfortunately do not agree with the request of additional funds refunded to bring the total to $10,000 to be refunded because the cost of the marker that was purchased on your own accord.  

   

  Sincerely, 

   

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

   

  Customer response

  09/18/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  09/18/2023

  More Information...Concern
  
  I have been working with *************** since July 29, 2023. my first initial contact was via ********* We met in person with ***** and ******* on Tuesday, August 1, to go over details, and I was told they would get back to me on August 2 by the end of the work day with a resolution. I did not hear from Mr. *** on August 2nd  by the end of the workday. I texted and found out Mr. *** was out of the office that day, and a time was rescheduled for August 3rd, the next day, at the same time.
  
  Long story short, on August 30th, Mr. *** reached out to say he would refund $6995. However, nothing has been refunded yet. It's concerning because if this was the decision, why was that amount not refunded back. It is now August 18th, and Mr. *** is saying he will start the process, which may take a few weeks which could linger out to October, which would be three months. 
  
  That is not acceptable, and I would like my refund by the end of this week, no later than September 22, 2023! It should not take this long to refund someone. Who would I need to speak with to make this happen by Friday? At this point, I don't trust what is being communicated to me, being there is no action behind it. The refund should be taken care of by now. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We paid Restland Funeral Home & Cemetary In north Dallas for a funeral including grave and marker for the grave for a famaily member over one year ago. To date, the grave remains unmarked. We have made many phone calls to have this corrected and resolved with no progress, only broken promises, and phone calls never returned. In addition, we have been unsuccesful in escalating the matter to senior Management as that information is apparantly either unknown or confidential to the Receptionists and Switchboard. I have not found any way to get anyone's attention to correct this matter and so we are now trying this avenue before we take this matter public and to the courts.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/20) */ Good afternoon and thank you for your information on the issue that you have experienced. Most importantly, I want to apologize for the issues that you have experienced as this is not the manner in which we prefer to conduct our business. I have visited with the appropriate individuals and can verify now that the marker for your loved one has been ordered and we have an estimated delivery of May 2023. It appears that the sketch and design of this marker was never sent for approval and once again, I apologize for that. I also am aware that as of now, the temporary bronze marker that was promised has been installed and a picture has been sent. Thank you for the patience as we navigate through this issue and thank you for your information as well. **** Consumer Response /* (2000, 7, 2023/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/27/2022, an item of mail using cute, cloying "handwriting font" (to look like a legit piece of personal correspondence...NOPE!) with return address **** ******** Road, Dallas, TX XXXXX arrived addressed to "The ******* ** ******* Family." On multiple occasions, we've marked items from this address (that we've reverse searched without opening and traced to RESTLAND FUNERAL HOME of DALLAS, TX) REFUSED. RETURN TO SENDER. CEASE and DESIST SENDING THESE UNWANTED, UNNEEDED, UNSOLICITED MAILINGS. "Restland" on "Restland Road" has REFUSED to comply with our requests. We have NEVER had ANY BUSINESS DEALINGS AND HAVE NEVER INITIATED ANY CONTACT WITH "RESTLAND" FOR ANY REASON WHATSOEVER. We will NEVER do ANY business with them! We don't even live in Dallas!!!! It is TASTELESS, GHOULISH, EVIL, and INAPPROPRIATE to brandish my loved one's FULL NAME all over your damned, unwanted marketing mailing. There is NO WAY IN ****, HEAVEN, OR EARTH we would EVER attend your FREAKING LUNCHEON AND DEATH SEMINAR! We're in a middle of a global pandemic for God's ****, you IDIOTS!!! We haven't eaten out in over two and a half years since this hellscape started, you FOOLS, and even if I were to have a deathwish to eat out, it SURE AS **** WOULDN'T BE WITH YOU AT YOUR MARKETING EVENT FOR DEATH. NOBODY IN THEIR RIGHT MINDS NEEDS A "FREE" MEAL THAT BADLY!!!! Furthermore, you FILTHY, SATANIC, DEATHMONGERING GHOULS, my family has lost two extremely important close friends recently. We DIDN'T NEED YOUR TASTELESS, TRASHY, DISRESPECTFUL MAILING. Also, the timing of your UNWANTED, REPEATED, ONGOING TRASH MAILING seems to be more than coincidental with Halloween, Samhaim, All Saints, Dia de los Muertos approaching. IN THE NAME OF ***** ****** AND BY THE BLOOD OF ***** ****** WE COMMAND YOU TO STOP ANY AND ALL MAILINGS TO OUR HOMES IMMEDIATELY. WE BIND UP, REJECT, RENDER NULL AND VOID, AND SEND ALL YOUR EVIL, DEATH, AND ILL WILL TO ***** TO DISPOSE OF AND DESTROY AS HE SEES FIT.

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/10/31) */ Good afternoon and please accept my sincere apologies for the information sent to you. I have taken the steps to ensure that your name and address have been added to our Do Not Call List. Consumer Response /* (3000, 7, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, they'd better NOT EVER call us, but this is beyond being on their "do not call" list... They need to REMOVE US FROM THEIR MAILING LIST. Also, their "partners"/affiliates/associates (whether official or de facto) including, but not limited to "Smart Cremations" need to cease and desist with any and all contact, including mailings. I've tracked them down to a business in a building at the address I provided. I also demand to know WHERE did Restland obtain my family's names and addresses? I need full names and contact information for that entity and Restland needs to contact their source(s) and also inform them in no uncertain terms that they are to remove our information and cease any and all targeting, mailings, contact IMMEDIATELY. Whatever databases, lists, etc. WE DON'T WANT YOUR GHOULISH JUNKMAIL. STOP ABUSING OUR INFORMATION AND TAKING OUR NAMES IN VAIN. Business Response /* (4000, 9, 2022/11/03) */ Once again, I do apologize and I have made the necessary communication to have you placed on our Do Not Call list.....this will include any type of communication from Restland and Smart Cremation. Thanks Consumer Response /* (4200, 11, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Does the "Do not CALL list" ALSO include "Do not MAIL"???????? I need to see this IN WRITING that this whole demonic, ghoulish, sick outfit, Restland, Smart Cremations, and any and ALL of its affiliates and minions NEVER SEND US ANY OF THEIR MARKETING MAILINGS OR ANYTHING ELSE AGAIN! Also, you need to contact your source, vendor, data-miner or whatever, wherever you got our names and addresses. Go ash yourself, your mother, your grandmother, your wife, you sick freaks! (after you stuff yourselves with fatty, disguisting ****** ***** Barbecue of course! or get covid from superspreading!) Business Response /* (4000, 13, 2022/11/07) */ In both of my previous responses I have replied to your complaint in a professional manner and I have conveyed to you my sincere condolences for the mailing from the very beginning. I have advised you that I have taken the necessary steps to prevent mailouts and future communication to you going forward. Once again, I apologize for the feelings this has conveyed to you. I will not continue to go back and forth on this issue. Whether the BBB considers this complaint closed or not, I will not reply to any further messages on this complaint. Thank you and have a great day.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We lost our baby daughter on April 13th. We chose Restland specifically because we had heard good things & decided to have our daughter cremated here. We chose VERY WRONG! When picking up my daughter's ashes, my boyfriend also brought documents given to him about her cremation home, he waited for me before he went through them. I went through them and found that that had given us information on an elderly woman & NOT our daughter. In a state of complete shock I went up and returned those documents. I was lead down the hall, through two funerals taking place, to the place where they cremated my daughter, to meet the man that cremated my daughter. He said he was "so sorry" & said these are the correct documents & then locked the door. The same elderly woman's documents were STILL in with my daughter's. We have been waiting to receive our baby daughter's death certificate since April. It has been 4 months! I have called every day for the past week & asked that the manager Derick call me back, he never did. Finally yesterday 8/18 I got him on the phone. He decided to get loud with me & tell me that it is the state's fault for the delay and not there's. He said that they "corrected their error that they made" (meaning giving us the wrong documents). He said that he doesn't know why it is taking so long. I called and spoke to the state & found out Restland caused the delay. Magically, her death certificate appeared overnight. I went up there to pick it up & there is WRONG information on her death certificate!!! Including the time she was delivered!!! I am BEYOND upset and blown away that a company & people in this line of work have ABSOLUTELY no care & are allowed to do this to people who are grieving. We just lost our baby....how dare you!! They just keep adding insult to injury over and over again. I am waiting on a call from the manager Derick to tell me how they will "correct this error." Derick called & blamed the state & the doctor. I want owner to contact me!!!

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */ First and most important please accept my sincerest condolences on the loss of your daughter. In reviewing your complaint I will go through each issue and offer the facts and explanations to you in hopes of a better understanding of the process. The release of the incorrect documents to you on a different deceased is purely accidental and for that, I take ownership of that mistake and will address accordingly with our staff. I also, once again offer my sincerest apology for this mistake as it was truly human error. I can assure you that there was no malicious intent involved in this mistake. It is described that you were led down the hall and through two funerals taking place to where the cremation of your daughter was performed. I would like to explain that the hallway that you were led down in order to access our care center where the cremation took place is a public hallway. On one side of the hallway is our funeral chapel and on the other side of the hallway are several rooms. It is common for foot traffic to go through this hallway daily and NOT enter or interrupt any funeral service that may be happening in our chapel. Basically, this hallway goes through the middle of our building and connects our entrances. In order to go through a funeral service you would have to actually enter our chapel through one of its doors. Please clarify if this is the case. It is mentioned that the individual that cremated your daughter stated he was "so sorry" and said "these are the correct documents". Once again, I want to stress my apologies to you for this human error and assure you that I will address this issue. However, can you please clarify something so that I can gain a better understanding? Were you in fact given the correct documents for your daughter? And if so, did they just simply not retrieve from you the incorrect documents? In reference to the door being locked. I would like to explain that the building that we perform cremations in, also referred to as our Care Center is a building that is not accessible to the public. For various reasons obviously, but only employees have access to this building. With the level of integrity and out of respect to our trusted families that have loved ones in our care, every door on this building locks automatically when closed and is only accessible via codes. In reference to the death certificate. I would like to point out that upon each call you have made to Restland, it is my understanding that you have spoken with someone that is involved in the process of death certificate entry and processing. I acknowledge that you did speak with Deric on August 18, 2022. In the presence of two witnesses, Deric explained to you on the phone that the incorrect information that was entered on the death certificate was at the fault of the delivering doctor. It was also explained that Restland does not have access to the medical fields of entry on the death certificate which means that Restland could not have made the incorrect entry as the only individual that can enter information in this area of the death certificate is in fact the doctor. This does not place blame on anyone however it does conclude the fact that Restland cannot and did not enter the incorrect information on the certificate. At the time of this conversation on August 18, 2022 Deric states that he does not know why the state is taking so long to get the certificate back to Restland so we can release to you. Deric is just being transparent in his comment. He also promised to look into this matter, seek answers and provide you updates as they come available. You mention that you spoke with the state and the state advises you that Restland caused this delay. Can you please elaborate and give me information on the cause of the delay that the state may have provided? I ask this because when filing a fetal death certificate, the funeral home and funeral director has very little input on the entry of information. Once the funeral home enters their information, the process then becomes the responsibility of the doctor to complete the death certificate. In reference to the death certificate being incorrect and once again, the funeral home does not enter the time of delivery on the certificate....the physician enters this info. Once the incorrect info is entered, it is up to the physician to correct that info as the funeral home has no access to that part of the process. At this point in time, we have learned that the doctor was able to edit and correct the delivery time. However, we have also learned that the neither the doctor nor funeral home can correct the birthplace of the mother remotely. The process now is for the funeral home to request the state to change the place of birth on their level and we have made that request. With that said, we are once again at the mercy of the state to make this correction. Once we have knowledge that this correction has been made we will go in person and obtain the corrected copies from Dallas County and we will deliver these to you. In closing I would like to echo the conversation that was between you and our owner and that is we are truly doing everything that we can to remedy this situation and we sincerely apologize for the mistake on the documents and I can assure you that we do care and once we get the corrected death certificate from the physician, we will deliver.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Before my husband (Ron) passed away he said he wanted to be cremated. He was diagnosed with Dementia so we never went back to Restland to see how we could convert policy to cremation. on 01/04/22 I called and spoke to Anthony at Restland and told him we had a prepaid funeral policy and my husband wanted to be cremated and could the policy convert to a cremation and he said there would be a fee of $630.00. On 02/06/22 Ron passed away and when Restland came to pick his body up the gentleman asked if Ron was to have a funeral or be cremated and I told him cremated, so he wrote cremated on his sheet of paper. On 03/01/22 when we had meeting with Restland to discuss Ron's arrangements everything was going fine until Lakisha went to ask a question and she came back and stated Restland couldn't cremate Ron, so we left and went elsewhere. I spoke to John on 03/24/22 to see what I needed to do to get the $3818.00 each that was paid for our prepaid funeral services. He said I had to write 2 letters (one for each one of us) to the business office. John mentioned that i would have to pay a 10% maintenance fee at that time. I called the Texas Department of Banking, Special Audits Division toll free number listed on the form several times, but no one returned my calls. I would like to know what the 10% maintenance fee is for. Is it for (staples, tape, etc.). Why am I being charged the 10% when no one ever mentioned this or a withdrawal contract to us at the beginning when we signed up for the policy. This is why I turned to the Better Business Bureau to help me receive the full amount of $3818.00 that was paid for each policy. It has been a difficult time for our entire family and this needs to be resolved.

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/06/14) */ Thank you for your inquiry with the BBB. First, and most important I convey our sincere condolences on the recent loss of your husband. I also wish to extend an apology for the fact that you had to utilize another funeral provider due to the fact that we are bound by law to follow the express written wishes of the decedent as to what type of disposition they prefer. In this instance, we had in our possession a funeral trust that was for your husband that clearly stated that at the time of purchase he had a desire for burial. We are not allowed to change the disposition once a funeral trust is executed....meaning since we had a trust with the decedent that obligated us to provide burial services for, we are not able to change from burial to cremation. In order for any funeral home to change the disposition, the beneficiary of the trust must present a written request that they are desiring to change their own disposition from what they initially pre-arranged. In this instance, we would have had to had in our files the written request from your husband declaring that he acknowledged that he had a pre-arrangement for burial but he had changed his mind and now desires cremation upon his death. We did not have that declaration therefor we could not offer cremation. In reference to the retention of the 10% upon cancelling the trust, that is the legal allowable amount that the Texas Dept. of Banking acknowledges that the funeral provider who executed the trust is allowed to keep upon cancellation. Funeral homes are allowed to retain this amount. This verbiage is found on the contract that was provided at the time of purchase and is under the terms and conditions of the contract under the "Cancellation" segment of the terms. I would also like to make aware that you too have a pre-arranged funeral contract with Restland and should you desire that upon your death to be cremated, I would highly recommend that you meet with us in advance to execute your change of disposition to cremation. By doing that, you will save the unnecessary hassle of paying out of pocket for a cremation to another funeral provider. Consumer Response /* (3000, 7, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding to my complaint. I am not disputing the fact that I had to take my husband (***) elsewhere to get him cremated due to his wishes. I understand Restlands policy on the pre-arranged funeral contract, but if you will look at the documents I previously sent to you that is not what I was told when I called and inquired about your cremation policy. Restland explained that portion of the policy to us and I understand completely. What I am disputing is the 10% Restland is charging me for mine and ***'s pre-arranged funeral service for withdrawal of contract. You stated that this verbiage was provided to us at the time of purchase of policy and is under the terms and conditions of the contract under "cancellation". We never received such contract as you stated when we signed up back in 1991. I have sent you a copy of every document we received when we signed up and there was no such contract given to us back then in 1991. I DO NOT want to be cremated at Restland (please see my letter that was sent also to you). Per John all I had to do was send a letter to the Business Office for me and ***'s pre arranged funeral service that we paid $3818.00 for to be refunded. This is when I received information from Charles Clark dated 03/20/2022 to fill out on cancellation and application for withdrawal of prepaid funeral contract along with a letter dated 03/30/2022 stating that Restland Funeral Home will retain 10% for each paid in amount which is $381.80 each. This is the VERY first time I have every heard of the 10% fee was on 03/20/22. This has been sent to before and I am sending to you again. I want to know why you can say I received it before when I did not. I only received this information when I decided to cancel which is unfair business practice. I have documentation to prove it. Please look at the documentation I have sent to you twice. It proves I didn't have what you said I did. Thank You Business Response /* (4000, 9, 2022/06/18) */ I have attached our copy of the agreement that was executed 10/19/1991 between Restland and Mr. ********. On the second page I have drawn attention to the segment of the contract that discusses cancellation. In this description it describes the process of the seller computing the amount that is paid to purchaser upon cancellation. The funeral home and or seller is entitled to retain 10% of the paid in amount upon cancellation. In this particular instance, Restland has managed and complied with annual audits of this trust since 1991. With that said, that is why funeral homes retain the allowable 10% of the funds as they have handled and managed the trust. I do humbly and sincerely apologize for your feelings of frustration however, the retention of the allowable amount by Restland is within the law and standards of the industry. I am interested in gaining info on the individual named John that you spoke with. Do you have a last name of this individual as I am not familiar with any John that works within our administrative department. Consumer Response /* (4200, 11, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. *** and I did not get a copy of this contract agreement for our records that was executed on 10/9/1991 and I don't know why it was not provided to us back then by Alfred N****. The paragraph you have marked for me to read states nothing about the 10% fee. The way I read the contract agreement it states the Purchaser (which is *** and I) if we should desire to cancel this agreement PRIOR to maturity and make no further payments to the SELLER (restland),which we did not do, the Purchaser may do so by giving fifiteen (15) days notice in writing to the Seller and the Department. My letter was written to the Business Office on 03/24/2022 per instructions letting you know I wanted to cancel both mine and ***'s funeral policy. Again nO mention of 10% fee. You stated the 10% you are charging is due to annual audits of trust since 1991 and is within the law and standards of the industry. My question is also what do you do with the interest that you receive from all the years this money has been in that trust ? You stated that you were interested in gaining information on the individual named John that I spoke with. I do not have his last name unfortunately. It took me several calls to Restland before the lady at the front desk finally said if you can hold on I will get you to someone that can help you with your question, and that is when I spoke to John. He must work there because he is the first person to tell me I needed to write 2 letters (one for each one of us) to the Business Office to have our funeral policy cancelled. John is also the one that also mentioned to me over the phone that there would be a 10% maintenance fee is what he called it and that was the first time I had heard about the 10% fee. I didn't get his last name and I should have. It is like responding to you I don't have a clue what your name is (first or last). Yes, you are right I am frustrated with Restland. My entire family feels like Restland has not been very compassionate to our feelings at all. When *** passed away on 02/06/22 Restland kept his body in cold storage until 03/01/22 which they said was due to COVID. I had a friend pass away right after *** and a week later the funeral was done. That doesn't make sense. I called up to Restland several times to get an explanation to why ***'s body was being held in cold storage and the ladies at the desk said someone would call me back, but no one ever did. I even tried to get a hold of Jasmine Washington just to see if she could help me and she was either in a meeting or not there. Where is your EMPATHY!!!Restland has not been very compassionate from the beginning. I am not sending any attachments this time since I have sent them to you before and you should still have them. Thank You ***** ********

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife passed away in 2012 one for her and I had mine placed next to her. We bought two grave plots at the edge of one of the parks paved roads. This made it easy for all her family to come and not have to walk in wet grass or mud. I paid more for these due to the location. Well it seems like Restland decided to put sod squares on the road that has been there for more than 60 years. It has been on all there customer maps for as long as I can remember.I contacted restland and they said It was planed. Why? Now I have to go around the big rocks they placed to keep people from using it. I just go around the very large rocks now but I have to be careful not to get stuck when it rains. Some of her family have complained that with the road that way they cant find her grave. Restland should repair the road and repave it. The state of Texas has set up money for the cemetery to do perpetual care not tare up the park roads and to maintain the cemetery grounds. The State of Texas has in place funds for them to use for this. I hope that Restland is not planing to try and sell the space for future grave plots!! This can be fixed. I have talked to other people that use the paved road but now it is grass.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/01) */ Good afternoon Mr. *****. Thank you for your recent info provided on your complaint with Restland. As I have pointed out before in response to other social media complaints that you have posted the small road that was once in place is the property of the cemetery and that road was removed to accommodate the need for more burial spaces within the cemetery. Being the owners of the property, the cemetery reserves the right to alter the layout of property that is not deeded to individuals for interment rights, in this case, a road. The road was removed long ago and sod was placed on the soil. Sod was not just placed on the road. Also, I will plea with you to not drive on the grass that was laid as it is no longer a road. I appreciate the honesty in admitting that you drive around the large boulders placed however I will ask again, on record that you understand this is no longer a road and is not for vehicle use. In regards to the perpetual care, you are correct in your statement that there is a perpetual care fund set up for Restland Cemetery however we do not have access to these funds for any reason in any amounts and these funds are not available for any type of maintenance needs that are performed by Restland. Perpetual Care is in place as a security account should Restland ever become without ownership the State of Texas will use the perpetual care fund to maintain the cemetery. Again, on record I will sincerely apologize for any inconvenience this causes however, as I explained in the other complaint you placed online, the footprint of a cemetery changes over time to accommodate the needs for our families to perform burial. Just as many years ago, the section in which you have interment rights to was just a bare field, it was eventually developed as the demand and need for burial spaces arose. And once again, I will make a plea on record for you to not utilize a vehicle on the area that is no longer a road as it is tearing up the ground. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Future burial spaces is what happens when a cemetery is full and perpetual care comes into play. You should not remove roads that have been there for over 60 years. The park needs to maintain the cemetery as it was designed for the families that are there. That is what your past customers paid for. Your responsibility is to take care of the cemetery not to destroy roads to make more money. Restland has remained the same for many years but now it has changed for the worst. All I ask is put back roads that have been destroyed. Can't do anything about the monument at this time but you need to think more about the people you have served in the past and not just forget about them. You still have plenty of land across Greenville so there should be no problem for the cemetery to make more money in the near future. All I ask is to simply repave the road and give me back graveside access to my plots again. I get tired of driving on grass and mud or to walk a long way to get to my loved ones.. I would have been much cheaper to fix a pothole ever now or then than to lay sod everywhere. People are falling down trying to walk on very uneven ground. Just fix the road.!! I not asking for much.By the way the road was there in August 2021 and was just destroyed and not a long time ago.That statement by Restland is a lie and I have pictures to show it while sod was placed on road base. Your own maps all the way up to August 2021 still show the road is still there and in good shape. I still use the map I have from your company. When I purchased my plots I paid extra for road access and I feel this should honored and the road repaved. Business Response /* (4000, 9, 2022/03/03) */ Once again, perpetual care has nothing to do with creating more burial spaces within a cemetery. Perpetual Care also is not accessible to Restland to use for any type of maintenance. Just to inform, the previous owners of Restland sold the large tract of property to the east off of Greenville many years ago. I can assure you that if we still had that property at our disposal we would not be exploring options to create more burial rights within the existing cemetery. I can also assure you that we have not simply forgotten the previous families that we are honored to have a perpetual relationship with. And once again I will reiterate, there is no road in this area any longer. This is no longer a passage way for vehicular traffic and I ask again that you do not drive through this area. You may not realize but when you drive around the large boulders that we have placed, you are in fact driving over individuals graves. I will sincerely apologize once again that you are upset over this instance as it relates to the once present road however, as I advised in my initial response, the footprint of a cemetery can and does change over time as the owners of the property have the right to make necessary changes to adapt to the ever increasing need for burial spaces. Consumer Response /* (4200, 11, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not drive over any graves and will never do that. When people Buy spaces for there loved ones they assume the cemetery would as is. It has not changed in many years. It seems that just lately the employees have decided to make big changes, Money should not come into play here. Just take care of the grounds at Restland.I have watched your very large cemetery cars,tractors,back hoes and very large mowing equipment run over graves all the time every day.. This happens all over the cemetery on a daily basis. I was talking all your property on the other side next to LBJ. You have lots of space to use.Just look on Google sat and zoom in,It still shows a paved street at that location and in good shape. Quit messing up things and just repave the street There will be lots of folks very happy. I have talked to many as I come to the cemetery and many are upset about current things.Restland has remained undamaged for many many years and that is what myself and others are asking for.If this does not help, my next steps **** need to be with all the local news medias and the parent company that owns Restland. Just do the right thing for all the past customers that come trust your company.

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