Donelson Funeral Chapel & Cremation Services

I am rejecting this response because: Yes, indeed the “time constraint could have been explained better at the time of the arrangement” so we could have known that our time would be next to nothing in spite of our paying $to ensure ample time This significant information was not disclosed at the time No one would pay $600+ for time that was non-existent! And yet, while they now offer suggestions and options regarding how they could have prevented this situation, Donelson still refuses to accept any responsibility Again, this is a service that was promised, paid for and not received And this was not just an everyday, run of the mill service; this was a once-in-a-lifetime funeral service for our father This is the business of the funeral provider – to know what options are available and explain them to their clients Why didn’t they present them at that time? Were we expected to know them on our own? This funeral home’s responses have been insulting and their behavior unconscionable Our father’s funeral was so far from what he paid for in good faith so many years ago Donelson’s performance is reprehensible, dishonest and it is heartbreaking for our family [redacted]

To explain the $charge from the cemetery it is for any services after 3:PM, but more importantly it becomes a safety issue for our grounds crewOnce all services are over and the family has left the grave site, our grounds crew still have at least another hour of work to do in closing the grave This becomes a bit of a problem in January when it gets dark so early They are running heavy equipment, and have an open hole Perhaps, one solution would be not to allow any services in the cemetery during the winter months after 2:PM In this case that would have prevented the family feeling rushed Or we could have scheduled the burial for the next day We do try to accommodate familiesPerhaps the time constraint could have been explained better at the time of the arrangement, so they would have know how limited their time would be at the grave even though they were paying the $

Complaint: ***I am rejecting this response because:
There is nothing that can be done now with regard to the way our Dad was made to look at the funeral. The director did an unacceptable job. Dad had been healthyThere is no reason why his features were so distorted and his glasses glued so high up on his forehead.
It is also too late to do anything about the way the director left all the pall bearers behind while bringing Dad's casket up the church aisle. This was heart breaking, but described by the manager as simply, "directors do things differently." This director detracted significantly from our last opportunity to honor our Dad/Grandpa.
However, as for being "shooed" away from the burial site, five other members of the family stand as witnesses, having a very vivid memory of the disrespect showed to our Dad and the family. Though clapping to get our attention may not have been this director's routine behavior, it did happenWe were devastated. And there is something that we ask in that regard
Over $was paid in advance to cover any OT needed for burial personnel, specifically to allow the family ample farewell time. If it was possible that the service might run into a situation where there could not be enough time to grant to the family, that should have been made clear, or the request for extra funds should not have been made at all. At the very least, the monies should have been refunded, as reasonable time was not given to the family. The point here is that the funds came out of our Dad's pre-payment, was paid in good faith to ensure a specific result; allowing the bereaved ample time to say good-bye. This result did not happen. We are standing up for our Dad and his hard earned money and feel dismayed that Donelson is hesitant to do the right thing.
Sincerely,*** ***

March 19, 2015
 
Revdex.com
PO Box 1000
DuPont, WA 98327
 
Reference number: 
 
Dear [redacted]:
 
     Thank you for your letter dated March 13, 2015.  You indicated that this was a second request for a response.  This...

is the first letter from you that I have seen.  I am sorry if the first letter did not get to me.  It was addressed to [redacted] and she has been gone for almost three years.
     I have talked to several members of this family since the service in January, and was aware of some of the concerns they had about their dad’s service. I helped them just a few months before when they had lost their mother.  They are a wonderful family.
     To address the first issue regarding the appearance of the deceased.  We do take great pride in every case that we prepare to make them look as natural as possible.  At times, there are physiological reasons why some cases do not turn out as well as we also hope for them.  I cannot address any specific issues with this case.  The director that took care of this family said he was not told of any concerns at the time, only following the service.  Or perhaps we should have scheduled a viewing at the funeral home.  I am not sure had we known prior to the service if we could have made any changes to the appearance, but we weren’t aware that there was a problem.
     Pall bearers are typically used only at the cemetery for the lifting, carrying and placement of the casket on the grave.  Since I had helped this family just recently, I usually ask the pall bearers to escort the casket down the aisle and just walk along side.  I explained to one of the family members that there is no right or wrong way; it is just a difference of funeral directors.
     I asked the director about the clapping of hands out at the cemetery.  He said he did not do this.  It did seem rather uncharacteristic, but had to ask.  I am not saying anyone is lying.  I was not there.  We, as a cemetery do have some problems in the winter with daylight and safety concerns for our grounds crew.  This service had to have gotten to the cemetery after 3:00 PM, probably closer to 3:30 PM.  In January it is pretty dark by 4:30 PM (sunset was recorded at 4:43 PM) in order to run heavy equipment and to safely close the grave.  If there seemed to be lack of sensitivity or people felt rushed, we can only apologize. 
     We in the funeral business care about families.  We got into this business in order to try and help people through very tough times.  We are so sorry if we do not meet a family’s expectation.
    
Sincerely,
 
 
Marlene M[redacted]
Funeral Home Manager
Donelson Funeral Chapel

I am rejecting this response because: Yes, indeed the “time constraint could have been explained better at the time of the arrangement” so we could have known that our time would be next to nothing in spite of our paying $600 to ensure ample time.  This significant information was not disclosed at the time.  No one would pay $600+ for time that was non-existent!  And yet, while they now offer suggestions and options regarding how they could have prevented this situation, Donelson still refuses to accept any responsibility.  Again, this is a service that was promised, paid for and not received.  And this was not just an everyday, run of the mill service; this was a once-in-a-lifetime funeral service for our father.  This is the business of the funeral provider – to know what options are available and explain them to their clients.  Why didn’t they present them at that time?  Were we expected to know them on our own?  This funeral home’s responses have been insulting and their behavior unconscionable.  Our father’s funeral was so far from what he paid for in good faith so many years ago.  Donelson’s performance is reprehensible, dishonest and it is heartbreaking for our family. [redacted]

To explain the $600.00 charge from the cemetery it is for any services after 3:00 PM, but more importantly it becomes a safety issue for our grounds crew. Once all services are over and the family has left the grave site, our grounds crew still have at least another hour of work to do in closing the grave.  This becomes a bit of a problem in January when it gets dark so early.  They are running heavy equipment, and have an open hole.  Perhaps, one solution would be not to allow any services in the cemetery during the winter months after 2:00 PM.  In this case that would have prevented the family feeling rushed.  Or we could have scheduled the burial for the next day.  We do try to accommodate families. Perhaps the time constraint could have been explained better at the time of the arrangement, so they would have know how limited their time would be at the grave even though they were paying the $600.00.