Ross, Burke & Knobel Mortuary

My mom died on 12/24/13. I was sick with fungal meningitis, had someone drive me to the funeral home on Kietzke, brought in the paperwork, brought in the urn that was purchased when my father died in 2007, brought in the social security numbers for the death certificate. [redacted] was very nice, took all the info and the urn, had me sign the papers. I was very sick, had no idea what I was signing between illness and grief. I trusted [redacted] to fill out the paperwork correctly and I signed it. It took a month for my mothers ashes to be returned to me. Supposedly someone 'misplaced' the urn. Now the death certificates are being returned to me because my father's social security number was sent in instead of my mother's. Now, 2 months later, I have to have the death certificates re-done. The stress continues. Today [redacted] informs me that I have to pay an additional $40 to have the death certificates corrected. He tells me it's my fault because I signed the paper. I trusted him to help me, I was, and still am, dealing with meningitis and expected the funeral home to do things properly. $40 is not a lot of money, but the aggravation and stress I have gotten from my experience with Ross Burke and Knobel is Priceless. This has been an awful experience and the stress factor continues 2 months after my mother's death. This is not what I expect from a funeral home.Product_Or_Service: cremationOrder_Number: state file number 20Account_Number: [redacted]Desired SettlementI want the funeral home to pay the $40 fee and have the 7 copies of the death certificate, which I paid $20 each for, sent to me. Business Response In Regards to the complaint filed with the Revdex.com of Northern Nevada Case# [redacted]On December 24, 2014, Ross, Burke and Knobel Mortuary received a call from [redacted] Hospice in regards to a deceased who passed away at her residence in Reno, NV. Once the decease was brought into the funeral homes care, we contacted the next of kin for an appointment to go over arrangements. As stated by the next of kin, they would not be able to come in until Monday, December 30, 2014 due to illness and that they needed to have a friend drive her into the funeral home. On December 30, 2014 the funeral home representative met with next of kin to receive the information for the death certificate, signing the authorization for cremation and selection of items to perform the cremation. Once I had received the information for the death certificate I asked the next of kin to look over the information, make sure that it is correct and initial at the bottom of the sheet. They looked over the sheet, had me make one correct on the "industry" for which there mother worked and initialed off that everything was correct. Included in the information on the sheet was the social security number that was given to me. I kept in contact with the next of kin in regards to the cremation status over the next two weeks. The cremation permit was signed on January 2, 2014 by the doctor and was filed with the county on that same date. The paperwork was submitted to our crematory on January 3, 2014. The cremation took place on January 7, 2014. The cremated remains were brought back to the funeral home on January 8, 2014 at which time I notified the next of kin that the cremation was complete.During the original arrangement, the next of kin brought in a sheet bronze urn that was purchased 4 years earlier when there father had passed. The urn was engraved with there mothers name and date of birth. We took the urn and let the next of kin know that it will need to be sent back to the manufacturer for the engraving of there mother's passing and then returned to the funeral home. The urn was sent out on January 3, 2014 to [redacted]. On January 9, 2014, I called the company to check on the status of the engraving and an estimated time of return. The company could not locate the urn. I submitted a request to [redacted] for tracking and to confirm if the package had arrived to it final destination. It took 4 days (including weekend) to track down the package. It was signed by a representative at the manufactures office but was not delivered to the correct department. Once the urn was located the manufacture engraved the urn and returned it to the funeral home the next day. Once the urn arrived I personally delivered the urn to the next of kin at their home on the evening of January 17, 2014. On February 24, 2014, I received a call from the next of kin letting me know that the social number was listed wrong on the death certificate. I looked up the file and verified that the information listed on the death certificate was what I was given at the time of the first arrangement. I let her know that it was the same information that the next of kin had given and the only way to have it corrected was by submitting an affidavit of correction to the Sate of Nevada Vital Statistics Office but there would be a charge of $40.00. The next of kin stated that it was my fault and that I needed to pay for the correction. I reminded them that they gave the social security number to me and that they looked it over and initialed that all was correct. They hung up on me and didn't contact me again. I received the complaint from the Revdex.com on March 4, 2014 and contact the next of kin immediately. I apologized to them for the mistake and let them know that the funeral home would submit for the correction and pay for all the fees involved. She also apologized for hanging up on me, thanked me for getting the death certificate corrected. She stated that she would retract the complaint with the Revdex.com. [redacted]ManagerRoss, Burke and Knobel Mortuary2155 Kietzke LaneReno, NV 989502775-323-4154Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Some of this information is incorrect. The social security number was given properly and was handled properly for the federal government, all social security matters and pensions were done correctly. Only the first three digits were wrong on the submission for the certificate, and obvious mistake on the part of the person submitting it. I remember signing blank papers, being assured they would handle it. I will accept this response, even though some information is incorrect, when I receive the corrected death certificates. Final Business Response In regards to the rebuttal the consumer sent to the Revdex.com on March 14, 2014. The Funeral home has paid and processed the correction for the death certificate at no charge to the consumer. The Funeral home received the corrected copies on Wednesday, March 19, 2014 and sent them via mail to the consumer. On March 25, 2014, the Funeral home received confirmation from the consumer that they received the corrected copies of the Death Certificate in the mail. The Funeral home has apologized and corrected this situation with the consumer.