ComplaintsforAfter.com

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My father passed on September 9th 2023. It took me a while to get money together in order to take care of his remains. I went with After.com because I couldn't afford anything else. After i made payment on September 22nd they took possession of my fathers remains and then said there were some issues getting the death certificate signed. Finally I was told he would be cremated, and then nothing for several days. This past week I found out that he was supposedly cremated on October 10th, but they lost his paperwork so they didn't know where to send him. I was told on October 18th that I should have him at my house on the 21st. It is now the 21st and I still do not have my fathers remains.

  

  Business response

  11/13/2023

  It is with our utmost regret that a family would go through any experience as mentioned in this case. Everything has been resolved and the family has been provided with the most current update.

  There were an unfortunately series of events that took place outside of the control of the funeral home and family. There were events that were taken to ensure that each detail and matter were attended to.

  In order for the permits to be generated and death certificates to become available, it requires a signature from the certifying doctor who completes the details that will be listed on the death certificate. Daily efforts were made from the day the family member's father was brought into our care to when the doctor finally signed. Unfortunately, it took longer than we or family anticipated. We were finally able to make a resolve, but the process was significantly delayed due to the doctor's delayed response.

  Once the doctor signed, immediate action was taken to schedule the cremation. Following the cremation, the family was contacted but a wrong number listed for the daughter which unfortunately delayed the process further. The representative was called and we were able to find a resolve. The urn and cremated remains were initiated for certified delivery on the intended date as communicated to the family, but the tracking information was not a reflection on the estimated time of arrival. This information was communicated to the family on the morning of the 22nd as soon as the information was made available: ********************************************************************************

  It is with deep regret that the delivery didn't take place as anticipated. With the delays from the delivery provided a less than ideal outcome that was not intended or experienced regularly. A partial refund was delivered to the family as we do not wish for anyone to go through these types of experiences coupled with the loss of their loved one. Our hearts and thoughts continue to be with this family and all other families going through one of the hardest times of their lives, if not the hardest.

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I do feel that there is still some inconsistencies regarding the "misplaced paperwork" and simply calling a wrong phone number. I am in possession of my fathers remains and can move on with my grieving. I have not received the partial refund at this time. 
  
  Sincerely,
  
  ******** *******

*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. ↩