ComplaintsforSmart Cremation

• 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! 
  

  
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Contract for cremation services was signed 4/10/19 after attending a seminar. I gave a credit card down payment of $499, and contracted for 65 payments of $35 financing total of $2774.56. I made larger payments resulting at 36 months, May 2022 the balance was $280. I did not receive my May statement with the amount due and the payment was due on the 20th. I called customer care to get one. I spoke with *****. She informed me if I made a credit card payment that day of $191.55 that would pay off my account. After discussing with my husband, I made that payment. I asked her for a paid in full receipt, she replied it would be sent in paper not email.During June and July, I made calls, speaking with ***** as no receipt of the statement. Each time she said she would request my receipt. On 8/5/22 once again I called as no paid in full receipt was received. Spoke with *******************, she said she was a different ****** that there was a reorganization going on; this was the reason why no receipt received. She would mail it Monday when she went to the office. On 8/31/22 I spoke with ******************* she told me only 3 people man the phones for 10 states, she would email her supervisor. I complained about all the calls and months trying to get it. She put me on hold, she said she spoke with her supervisor and she is sending the letter right now. On 9/13/22 customer care not answering. I left a message to return my call for a paid in full receipt. I dialed again, this time as if there was a death. I spoke with *****, she told me her supervisor, *********************, was in a meeting, I asked if they were in business, I answered it's an easy way to get off the call. She said ***** and another person were really in a meeting, she could see her through the window. She, *****, left to answer the phone. ***** replied that she would give my message to *********** 9/15 got **************** left message. 9/15 called ************, ************* office sent to the answering service. I need the receipt.

  

  Business response

  09/27/2022

  Hi *********,  Our sincerest apologies on the inconvenience caused by our delay.  I believe our team has provided the Paid in Full letter and receipt via email and by US mail.  

  Please feel free to contact me directly with any further questions.  

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

   

  Customer response

  09/29/2022

   
  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

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased one of their plans in 2021. I started radiation treatments March 2022. June 2022 in lost my wallet with personal information and credit cards. Since July 2022, I have been trying to contact Smart Creations in order to update my account. The method of communication i have is by calling their answering service. I have been calling until now and leaving messages for them to call back with no success. I just want update my account. Your help would be appreciated.

  Customer response

  09/02/2022

  I was contacted at 8:34pm today by Smart Cremations and they resolved the issue.
  
  Thank you 
  
  ***************************;
  Sent from my iPhone
  

  
  

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  0

  

  Business response

  06/21/2022

  This submission has no details so I am not able to understand the inquiry, it simply says "Repair Issues". Can you provide any additional details so I can help?

   

  Thank you,

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

  

  Business response

  06/22/2022

  This was a very challenging case for us. There was delay upon delay with the process,  ********************* does not speak English and doesn't have an email address which is the way we send our state required cremation documents for signatures. We cannot proceed without these state required documents being completed.

  At one point we did not have an active phone number for her.  The Cremation was complete on 06/14 and delivery of the cremains was scheduled.

  
  We set up a case with the VA for the *************************** for the decedent to be buried there as per the request of ********************* the next of kin.  We gave all that information and case number to her so she is aware, and all is set up for her. We gave her the phone number of the cemetery so she could discuss and set up a service date and time. All these communications went through an interpreter that ********************* knew or reached out to. We had numerous 3-way calls, see below for individual that interpreted. 
  

  For four weeks we tried working with her and getting documents to her through the US postal service since she did not have or use email. We sent priority mail 2 sets of documents for her to sign and tracked knowing she did receive them, one set was incorrect, so we had to make changes and resend but she stated she did not receive the second set. 

  We could tell the process was very stressful for her and we are so sorry about that.  With the communication gap and the email challenge it made the process quick cumbersome which we never want to occur.

  We are still available for any support she needs.

• Initial Complaint

  06/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contract ************ on 7/27/2010 for $1,199.89. An urn, in the form of a wooden box with an attached picture frame, was provided. In 2022, I tried to put a picture in the picture frame, but the frame was defective and I couldn't do it. I called about this and was told that the urn had a lifetime guarantee; that a label would be sent to me so that I could return the defective urn; and a replacement urn would be sent. I didn't record the date or the person I spoke with because I wasn't expecting a problem. After I didn't receive either a label or a replacement, I called again on 4/19/22 at 11:34 a.m. and spoke to ****** ***** promised me that she would not only send me both a label for the return and a replacement, but also an e-mail with a tracking number so I could track the replacement. After I didn't receive the replacement urn, the label or an e-mail, I called again on 4/26/22 and spoke to *****. ***** said she would send a label for the return and request that a replacement be sent. On 4/27/22 at 9:25 a.m., I received a voice mail from ******* promising me that she would make certain that I received a return label and a replacement urn. On each call, including the voice mail, my correct address was verified. As of June 3, 2020, I haven't received anything.

  

  Business response

  06/06/2022

  Hi *****,

  My sincerest apologies for the delay and inconvenience. We had some internal communication challenges that caused the delay, this is our fault.  

  I have advised our team to send you a replacement urn immediately. You do not need to mail back the damaged one, please recycle or do what you wish with it.

  *******, on my team will be calling you directly to follow up.

  Feel free to contact me directly if you have any questions.

  Warmest Regards,

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

  Customer response

  06/06/2022

   
  Complaint: 17321596
  
  I am rejecting this response because:

  It's nice to receive an apology.  So is the promise to send a replacement urn.  But many people from Smart Cremation have promised many times that they would take care of this problem and it never happened.  As far as I know, this is just yet another promise. I hope the BBB will keep this complaint open until I actually receive the urn.  Please don't close out this complaint until I actually receive the urn.  Also, I have not heard from ******* yet.

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

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an unsolicited mail offer from the "smart cremation" company for a "free" lunch at a local restaurant. Their offer is to take my money upfront and literally burn my body at a later date. This is an obvious and blatant con job targeting seniors. This attempt to rip me off is very aggressive and extremely offensive. I've never had anyone offer to burn my body under any circumstances. I see from your Better Business Bureau complaint log that the "smart cremation" company has a long history of repeating this despicable, disgusting con job at cities all over the US. They are still going hard at it.

  

  Business response

  05/02/2022

  Hi ******,
  
  We offer cremation pre-planning which includes a payment plan option.  We do not con people are a reputable company with a A+ rating and thousands of satisfied families that we have serviced over our 10+ years in business.

  We understand cremation is not for everyone. We have permanently removed your address for receiving any future invitations to our free informative lunch seminars and apologize for any inconvenience we may have caused.

  Warmest Regards, 

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

  Customer response

  05/02/2022

  
  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

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Smart Creation Plan in August 2021. I have automatic payments every month towards the plan I purchased.I had to replace my lost debit card and I cannot get a real person to answer the phone to give my new card number to. I left a message with my sales person. She did not get back to me. I called a local number for the company and it was no longer in service. I called the 800 number on my correspondence but it rang and rang with no answer or recording. I'm starting to panic, but I am sure they are a legitimate business. Can you help me contact them?Thank you in advance.****************************************

  

  Business response

  12/13/2021

  Hi *****,

  Very sorry to hear that you have not been able to get in touch with someone from our team, we are always available 24x7.  I am having someone from our family care team call you right now.  Please trust that we are here when you need us and apologize for any inconvenience.

  Warmest Regards,

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

  Director of ****** Services at Smart Cremation

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

*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. ↩