Fairhaven Memorial Park & Mortuary

We are currently trying to contact [redacted] , as his desired settlement was a phone call apology from the President of our company, [redacted] ***[redacted] has attempted to reach this family four different timesThe first time, she spoke to [redacted] and he told her it was not a good time to talk, so they scheduled a time on Tuesday, February When she called on the time agreed upon, he did not answer his phoneShe has called two other times and has left a messageHe has not returned any phone calls

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will consider this complaint resolved.
Regards,
[redacted]

We are currently trying to contact [redacted], as his desired settlement was a phone call apology from the President of our company, [redacted].[redacted] has attempted to reach this family four different times. The first
time, she spoke to [redacted] and he told her it was not a good time...

to talk, so they scheduled a time on
Tuesday, February 17. When she called on the time  agreed upon, he did not answer
his phone. She has called two other times and has left a message. He has not
returned any phone calls.

The marker proof was approved by [redacted] on 2/16/16, the marker was then ordered and expected delivery will be 5-6 weeks from that date.We expect that we will receive and install the marker on or before 4/8/16. We are very sorry for the delay, [redacted]'s complaint has made us aware of some flaws in our marker ordering procedure.We are now in the process of creating a more efficient policy.Thank you,[redacted]Fairhaven Memorial Park & Mortuary[redacted]

We have responded directly to [redacted] regarding the marker order and are in process of getting is ordered and as soon as it arrives set.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action...

would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This issue is not resolved.  The business has told me they are working to resolve it, but I have been hearing these stories for a year now.  This is still an open issue.Thank you[redacted]
Regards,
[redacted]

Review: My wife and I have a very unique situation. Our unborn child is 20 weeks and he has no kidneys, a 100% fatal condition confirmed by 5 ultrasounds by 5 different people. He cannot live outside the womb. We mentioned to our doctor we want to have our son cremated. She recommended Fairhaven in Santa Ana, said she worked with them in the past and they have helped parents in our situation. I called on 2/6 and spoke to [redacted], one of their directors. He seemed understanding of the situation, explained that if we lived in Santa Ana we could have gotten a free cremation. Since we live in LA though we would still get an 80% discount, our price would be $300. I made an appointment for the following day 2/7. At no point did he mention he was based out of a Mission Viejo office. Their main office is in Santa Ana. We arrive for our appointment only to be met by a confused receptionist when I said our appointment was with [redacted]. She called him, explained we were here, then explained we were supposed to go to Mission Viejo. She asked me to drive to Mission Viejo. It was too far a drive. [redacted] told her he would call a counselor in Santa Ana. The receptionist said we would have to wait for the next available counselor. After an hour of waiting we met cold [redacted]. She said "You were supposed to go to Mission Viejo, would you like to drive there now?". I explained the situation to her, specifically saying "Are we pointing fingers for blame on the LOCATION of the meeting? We are here can you help us?” [redacted] was very cold and stoic saying "I would have to talk to my manager to see if they can make an exception". She said "You want us to do something illegal by filling out death certificate paperwork before the hospital even calls us to pick up a body. I can't do that." All I asked [redacted] was "Can we fill out paperwork before to minimize heartbreak after our surgery?" and he said "Yes we can." If not I could fill out paperwork later, but [redacted] lost my cremation business.Desired Settlement: I want a phone call apology from the President of the company, [redacted].

Business

Response:

We are currently trying to contact [redacted], as his desired settlement was a phone call apology from the President of our company, [redacted] has attempted to reach this family four different times. The first

time, she spoke to [redacted] and he told her it was not a good time to talk, so they scheduled a time on

Tuesday, February 17. When she called on the time agreed upon, he did not answer

his phone. She has called two other times and has left a message. He has not

returned any phone calls.

Review: On June 29, 2015 I sent to [redacted] at Fairhaven Memorial Park the information that I wanted on my mothers marker as well as her picture for the outside of the nitche. I have sent several emails and voice mails to her as well as placed YELP reviews and to this day I still do not have the marker on the outside of her nitche even through it has been paid in full in Feb 2015. In Dec [redacted] sent me the proof which was approved, but as I said today is Feb 2, 2016 and there is still nothing on the outside of her Nitche and I have also left a message for the manager with no response from either either.Desired Settlement: I want to have the marker with my Mom's name and information on the outside of her nitche as well as her picture on the outside. I paid for all of this in Feb 2015.

Business

Response:

We have responded directly to [redacted] regarding the marker order and are in process of getting is ordered and as soon as it arrives set.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This issue is not resolved. The business has told me they are working to resolve it, but I have been hearing these stories for a year now.