ComplaintsforSmart Cremation

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Smart Cremations We have been a customer for 4 years.I need them to have our new address, email address and phone number AND the NEW CREDET CARD NUMBER TO PAY OUR MONTHLY BILL.I call both the numbers they provide and get an answering service that states they have a large number of calls and to leave a number and message. I have attempted to reach them for 2 1/2 MONTHS. They have NEVER reached out to me.How do I know that they will provide the service I paid for, if they can't be reached?

  

  Business response

  08/23/2023

  We've recently experienced very high call volumes; this is no excuse for our delay in response and we are deeply sorry for that.

  Our ************* Director, *****, has reached out a few times to ******* using the phone number provided. Monday, she requested a call back at 1pm but was not reachable. We have called again and left messages with *****'s direct contact number. 

  As soon as we reach her, we'll be able to update her account as needed. Feel free to contact me directly if needed.

  Warmest Regards, ***********************

  Customer response

  08/23/2023

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended a luncheon over a year ago and was told that it is totally refundable. Now, I had spoken to one of the representatives and she told me that my refund would be sent as a check because it was over a year since I purchased the policy. I told her that was the only way I could get my money back because the credit cards I had used were turned over to credit company and we discussed it three more times before hanging up and she said fir sure she would make sure it was issued as a check...well, I found out that the refunds were done back to the cards and I called Smart Creations accounting department and I told the last she needed to recall those refunds and make a check...she said she couldn't do anything because the request was made by the woman I originally spoke with for an hour and I would need to contact her...well. I left over 10 messages and the woman has never called me back...we are going on two months now and I want my refund so I can put the money towards my unground burial that I am purchasing, instead of being cremated. This is bad business and I have read other complaints that phone calls aren't getting returned...I was promised a check and its over ****** and this is the only resolution...

  

  Business response

  08/21/2023

  At the time of the refund request, it was not specifically indicated that a check was required.  

  The refund was processed 6/22/23. Attached is the credit card refund receipt for reference.

  We did not get a refund reject notification from the bank. The refund to the original payment was accepted by the bank. In these instances, the cardholder simply needs to contact the card issuing bank to resolve and they will handle appropriately.

  We're sorry for any inconvenience that occurred with this. 

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This all started in May/June *****. And Smart Cremation refuses to send my cards and paperwork with my name on it, their employees continue to make excuses about this problem.

  

  Business response

  08/11/2023

  This family wanted to change the beneficiary on the plan they had already purchased in the husband's name. This requires paperwork as ***** has compliance rules that we are required to adhere to. We mailed paperwork to be completed and returned to us. On 5/30 they stated that they did not receive the paperwork, so we resent it.  It was completed and faxed back to us on 6/13. Updated member cards were sent, and show delivered on 7/21.  To our knowledge there is nothing outstanding with this customer. See attached proof of delivery from the **** website.

  Thanks,

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

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a mailing from this company, unsolicited, and I am not interested. I went to their website and checked the privacy policy, which gives and email address of **************************** I sent an email to this address asking to be removed from any/all mailings but the email was sent back as undeliverable. I would like them to confirm that my name, and any variation of my name, is removed from any future mailings or contact. The letter is addressed to:The *********************** Family **************************************************************

  

  Business response

  05/08/2023

  Thank you for reaching out to us and letting us know that you no longer wish to receive any direct mail from our company. We understand and respect your decision. 

  You will no longer receive any mailings from us in the future.

  We appreciate your time and understanding, and we apologize for any inconvenience that our previous mailings may have caused.

  If you have any further concerns or questions, please do not hesitate to contact us.
  

  Warmest Regards,

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

  Director of Family Services 

  Smart Cremation

  Customer response

  05/08/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An April 11, 2023 Smart Cremation free-lunch sales pitch at Olive ****** left me believing: No matter where or when you died, they would retrieve the body with no transport or storage charges, cremate it, collect the ashes and give them to your next-of-kin at a local facility. Smart Cremations parent company was financially secure ************************. Smart Cremation was certified by both CANA and ICCFA, the cremation professional organizations that ensured high standards within the industry. Your pre-paid money was not used by Smart Cremation until needed after your demise. It was kept in an insured ********** Trust registered by individual social security numbers and could be recovered within 15 days upon written notice of termination of the contract prior to death with earned interest.After obtaining a contact, corresponding with the agent and ************ that keeps Funeral Trust funds I now understand: Smart Cremation is a member of the ************************ which is not liable for its debts. CANA and ICCFA are largely marketing organization for the funeral industry. The real pitch is this: If you sign up today, we will sell you a plan at the bargain rate of $2,550.00 and charge you an additional $118.30 ********** state tax to buy it. We will take and keep $1,452.00 for whatever purposes we wish by delivering services upfront of a wooden urn, a Guidebook and a portfolio. The remaining $1098.00 will be deposited in a ******* bank in an uninsured account to invest as we see fit. If either the bank fails or Smart Cremation goes ******** you lose both the $1,452.00 and the $118.30, but you and your loved ones have our condolences and the very best wishes for your future. There is no oversight to what we do except such audits as the ******************* may from time to time conduct.I will attach a much ****** account of the events. Read SmartCremation1' for overview.

  

  Business response

  05/04/2023

  Dear **************,

  
  Thank you for bringing this matter to our attention. We apologize for any confusion that *** have arisen from our recent presentation.
  

  Regarding the retrieval, transport, and storage charges, we want to clarify that our services do include these costs. In accordance with and in full compliance with ********** law, we place prepaid funds into a statutory trust placed with a financial institution.  We *** not access any funds in trust until services are provided. We understand your concerns and are happy to address any questions you *** have about our business practices or financial arrangements.
  

  We would also like to clarify that the **** and ICCFA are not marketing organizations but professional associations that are dedicated to maintaining high standards within the cremation industry. We are proud to be certified by both organizations and adhere to their guidelines and best practices.
  

  Regarding the pricing and contract terms, we apologize if any of our representatives were not clear about these matters. We take great care to ensure that our pricing and contract terms are fair, honest, and in compliance with all applicable laws and regulations.
  

  We want to emphasize that Smart Cremation has helped thousands of families navigate the difficult process of saying goodbye to their loved ones. We are proud of our track record of providing compassionate and professional service to our clients, and we work hard to maintain the trust and satisfaction of everyone who chooses us for their end-of-life needs.
  

  We appreciate your feedback and are committed to providing the highest level of service and transparency to our clients. Please do not hesitate to contact us if you have any further questions or concerns.
  

  Warmest Regards,
  ***********************
  Director of Family Services
  Smart Cremation

  Customer response

  05/04/2023

   
  Complaint: 19971926
  
  I am rejecting this response because:

  Smart Cremation (SC) distracts the reader by listing services it provides that were never part of my dispute.  Crucially, SC does not disagree with any of my factual claims (with a caveat).  These claims are fully supported by the six documents I attached for internal BBB viewing.  I stated that CANA and ICCFA are largely marketing organizations but I agree that they also provide professional credentials to members.  Their 2015 continuing education conference includes Reducing Your Liability to Add to Your Bottom Line and Understanding Price, Value and the Families
  You Serve.  These are marketing and profit-maximizing talks that provide ******************** credits.
  
  SC agrees that the vast majority of the cremation cost is taken for use by the company as it wishes, not deposited in a funeral trust;that they are fully authorized by ********** law to do so by charging grossly inflated prices for delivered minimal goods and services; that the monies sit uninsured in a ******* bank and that any tracking of what monies belong to who are based exclusively on SC internal business records; that SC membership in ************************ provides no financial security for the customer. 
  
  Everyone at that luncheon viewed a brilliant piece of marketing as recommended by the 2015 CANA/ICCFA conference.   There is no doubt that creating our misunderstandingwas the purpose of the sales pitch.  There is every reason to believe that SC has no intention of correcting this misunderstanding since it forms the core of the sales pitch and,crucially, the company fails to state the simple solution: that they will make every possible effort to clarify these key facts to future prospective customers. 
  
  
  There is no happy resolution here.  I suggest that the best that BBB can do for consumers is to post my original complaint, their response to it, and this response of mine to theirs along withif possiblethe pdf flyer for the 2015 CANA/ICCFA conference.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While on vacation here my husband (59) unexpectedly passed away. The hospital gave us a list of crematoriums and we called Smart Cremations which was the closest to our location. So many lies and mishaps here are a few.* told they couldnt find the body checked with **********, not true * told we couldnt see my husband until they had a death certificate which they were having trouble getting.* did not answer phone or return phone calls, went to their office and its just a front, tried many times and no one there * when advised we could visit my husband we were advised he was in Fullerton it took us 8 hours round trip. How can that be. We live in a town of ******.* when we arrived we were told to wait outside while they brought him in.* we had little to no help figuring all this out, we were told the fastest way to get a death certificate was to apply online, we need to get back home.* in a few days this application was turned down because he had no Social Security number, were ********.* I called for help and was told that just how it works and that I knew my husband was in Fullerton.* I cant put into words the shock and complete grief I am still experiencing. Im still trying to get home.The one lovely act of kindness came from *************************. I was told they were late getting him cremated and they only delivered to *********** once a week. Imagine that, its to far a drive for them. ************* stepped up and brought him to me within a couple days.This company has us at our very weakest and we cant even think let alone fight back. Ive just given you the basics and a lot is hard to remember timeline wise because we were in shock. Please, please dont let them do this to some other grieving family. My husband passed away Feb 13/23 and I waited until I had him in my arm to say anything for fear Id never see him again.

  

  Business response

  03/11/2023

  Please accept our sincerest condolences on the loss of your husband. We are saddened to hear that our service was not as promised. We have discussed the details internally with your Arranger and our team members. We have spoken with **** multiple times since he was indicated as the primary contact for the family. We had a nice and mutually respectful conversation with **** where he expressed his feedback and was appreciative of our service.  He did indicate the inconvenience of the distance to our facility which we should have communicated earlier in the process, this is our fault.  We also offered a full refund which he accepted.  When our service is not 100% as expected, we stand by our promise.  Please accept our continued condolences to you and your family.
  
  Warmest Regards, ***********************, Director of Family Services

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11 Nov 2022 I have and account with the company and the auto payment is coming out of a very high interest credit card. I have a lower interest card and desire to change. I have called all the different numbers i have and get a run-around on the phone system. I got a call last evening and the person did not have access to aid me and told me I would get a call today. I have found something on the web and have added a contract number to that website and when I try to do and update the program will not accept a valid expiration date.The web site does not accept any of my email addresses as valid.This company needs to correct their phone system, follow up on messages, and repair their website so that customers are permitted to contact someone who can help them.

  

  Business response

  11/22/2022

  We are sorry for the inconvenience.  I've asked a member of our **************** to contact you immediately to help update your account.

   

  Warmest Regards,

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

  Director of Family Services

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

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to contact someone, anyone regarding the urns that were included in our package deal. When we agreed to the package, we were not provided an itemized list of charges at that time. When our final papers arrived in the mail, we noticed that we were each charged $927 for a wooden urn. We absolutely do not want or have a need for them. We would like to return them and receive a credit. When I call them, I am connected to an answering service only that tells me they will have someone call me. Out of the six times that I have called, I received one call back, a day later when I was not at home. The caller, *****, left a message for me to call her at the same number that I have called in the past. When I tried, I got the same answering service and was told that there was no way for them to transfer me to anyone.!!! VERY FRUSTRATING to say the least. They seem to pride themselves by announcing that they are triple A Rated by the BBB. I have my doubts. Please, can you tell me how I can reach someone besides the answering service?

  

  Business response

  10/12/2022

  Spoke with ******************* today, explained how our packaged plans work.  She was not informed properly at the time of purchase that our plan includes the urn.  Itemizing the plan cost more but we understand her desire to not have the urns.  We have been experiencing extremely high call volume which has resulted in many of our service calls being handled by our answering service.  This matter should have been resolved quickly and we are sorry for the delay and inconvenience.  Well be removing the urn cost from the Hornings plans and adjusting their price. She has my direct contact information and can contact me anytime.

  Warmest Regards, ***********************

  Customer response

  10/12/2022

   
  Better Business Bureau: I appreciate your effort in contacting Smart Creation on my behalf.  
  I did receive a call today from *********************** and she apologized for 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  
  i received a call today from *********************** apologizing for their poor response.  She claims that because of the high call volume that they resort to an answering department to take their calls.  In my opinion, that is a poor way to run a business.  I had been trying to reach someone for months, and only got a call back once when 
  I was not home.  ***** left a message with my husband to return her call and it turned out to be the same number that 
  I had been calling.  When 
  I called the answering service again, I explained that I was returning Ambr's call and could they connect me.  The answer was no, they could only leave her a message!!!!!  Soooo frustrating.  There is only one number to call.  Not the way a good business should operate.   I

   was shocked to finally get the call from ***** offering me a refund and free mailing labels to return my unwanted urns.  Now to see if she follows through'  Thank you again for your help.

   

   

   

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

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this company multiple times to try to get answers about the package that was purchased and the process after death. Every time it goes to an answering service or sales rep who has ZERO information. I have been told they will call me back within so many days to answer all my questions but so far I have received no answers. We never received the urn that was supposed to come in our package. We are really questioning the legitimacy of this company. The local funeral homes I have called have never heard of this company/service and make me question if we were scammed out of our money.

  

  Business response

  09/28/2022

  Hi ********,

  My sincerest apologies on the delay in our response. I know that *****, from our care team, left you a message and has resent ******'s urn and guidebook. If you have more questions about our plan or the process, please feel free to call me directly anytime.

  Warmest Regards,

  ***********************, Director of Family Services

• Initial Complaint

  09/16/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We bought a contract with this company about 3 years ago and have been making payments monthly or that period of time. My payment were Auto payments from my debit card. My card was recently compromised and I have been trying to get a hold of the company to change the card. My payment was due September 10th and I have tried to call them eight times over the past week and always get an answering service. I have left messages but they have never called me back. I have also sent emails to *********************************** at least three times and have still not gotten a response. I am starting to worry that this company has been scamming us. I need someone's help to intervene and get me a real person to talk to there. I hope you can help as I am very worried about all the money we have paid to them so far. My husband and I have just been trying to get all our Affairs in order as we are reaching an older age. I hope you can help. Sincerely ***********************

  

  Business response

  09/27/2022

  Hi ****,

  Thank you so much for your patience.  I know you spoke with ***** back on 9/17 and she was able to update your account with a new card for the autopay on your plan. Our sincerest apologies with the delay in response, we appreciate your patience. 

  Please feel free to contact me anytime with questions.

  ***********************, Director of Family Services

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

  Customer response

  10/05/2022

  The company my complaint was with, contacted me within 48 hrs. 
  
  It looks like the case may have actually been resolved. Please review and let me know if you end up updating the case closure. 
  
  Thank you! 
  

  
  

*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. ↩