Initial Business Response /* (1000, 5, 2015/12/30) */
Contact Name and Title: [redacted] Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@carriageservices.com
December 30, 2015
Revdex.com serving San Francisco Bay Area and Northern Coastal California
1000 Broadway Suite...
625
Oakland, CA XXXXX
Attn: [redacted] Dispute Resolution Specialist
[redacted]@Revdex.comemail.org
RE: Case # [redacted]
Dear Ms. [redacted]
I am writing in response to the above referenced complaint. Please be advised that I am Legal Counsel for Higgins Chapel. Higgins Chapel is committed to being the most professional and highest quality funeral home. I have personally investigated the claims made by the [redacted] Family keeping this in mind.
Higgins Chapel is a funeral home and is not affiliated with the cemetery that performed the burial of [redacted]. With the burial scheduled to take place on at 1 p.m. on Friday, December 4, a Higgins Chapel employee arrived at the cemetery with the remains at 12:57 p.m. It was at that time, to Higgins Chapel's surprise, that it found out that the military was not there. Immediately, an employee of Higgins Chapel called the military and found out that the military had scheduled the honors to take place on Saturday, December 5.
While it is not clear who is to blame for the military honors scheduling error, Higgins Chapel has tried very hard to appease the [redacted] Family because they understand how difficult and emotional this experience must have been for them. Higgins Chapel has repeatedly apologized to the [redacted] Family and has offered the [redacted] Family, on several occasions, a refund or to perform another service at no charge. They have rejected Higgins Chapel's apologies and offers. When asked what Higgins Chapel can do to make up for the problem, the family indicated at the time that there is nothing that they can do.
Higgins Chapel would still like to offer the [redacted] Family a refund for the services that Higgins Chapel provided and conveys the most sincere apology for their experience.
If you should have any other questions or concerns, please do not hesitate to contact me. Thank you.
Truly Yours,
[redacted] A. [redacted]
Legal Counsel
Delivered via online complaint system: https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/ed462cc3
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We disagree with their statement and can document that remains were delivered late and that a Higgins employee admitted to confirming the wrong date for military honors arrangements while driving on their cell phone.
This is first offer of a refund.
Final Business Response /* (4000, 9, 2016/01/13) */
January 13, 2016
Revdex.com serving San Francisco Bay Area and Northern Coastal California
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: [redacted], Dispute Resolution Specialist
[redacted]@Revdex.comemail.org
RE: Case # [redacted]
Dear Ms. [redacted]
I appreciate your continued correspondence regarding this matter. We believe this matter has been resolved with the help of the California Department of Consumer Affairs Cemetery and Funeral Bureau. During several phone conversations that took place on December 30, 2015 and December 31, 2015 between a representative of Higgins Chapel, a [redacted] family member, and a representative of the Cemetery and Funeral Bureau, the [redacted] family accepted an offer for a full refund (which has been already sent to the family) and for Higgins to re-do the service free of charge (including military honors) at a date to be determined in the future.
If you should have any other questions or concerns, please do not hesitate to contact me. Thank you.
Truly Yours,
[redacted] A. [redacted]
Legal Counsel
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with thier response. Refunds and apologies will never be enough to reverse the sorrow.
We could never recommend Higgins Chappel or thier parent company.
Initial Business Response /* (1000, 5, 2015/12/30) */
Contact Name and Title: [redacted] Legal
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@carriageservices.com
December 30, 2015
Revdex.com serving San Francisco Bay Area and Northern Coastal California
1000 Broadway Suite...
625
Oakland, CA XXXXX
Attn: [redacted] Dispute Resolution Specialist
[redacted]@Revdex.comemail.org
RE: Case # [redacted]
Dear Ms. [redacted]
I am writing in response to the above referenced complaint. Please be advised that I am Legal Counsel for Higgins Chapel. Higgins Chapel is committed to being the most professional and highest quality funeral home. I have personally investigated the claims made by the [redacted] Family keeping this in mind.
Higgins Chapel is a funeral home and is not affiliated with the cemetery that performed the burial of [redacted]. With the burial scheduled to take place on at 1 p.m. on Friday, December 4, a Higgins Chapel employee arrived at the cemetery with the remains at 12:57 p.m. It was at that time, to Higgins Chapel's surprise, that it found out that the military was not there. Immediately, an employee of Higgins Chapel called the military and found out that the military had scheduled the honors to take place on Saturday, December 5.
While it is not clear who is to blame for the military honors scheduling error, Higgins Chapel has tried very hard to appease the [redacted] Family because they understand how difficult and emotional this experience must have been for them. Higgins Chapel has repeatedly apologized to the [redacted] Family and has offered the [redacted] Family, on several occasions, a refund or to perform another service at no charge. They have rejected Higgins Chapel's apologies and offers. When asked what Higgins Chapel can do to make up for the problem, the family indicated at the time that there is nothing that they can do.
Higgins Chapel would still like to offer the [redacted] Family a refund for the services that Higgins Chapel provided and conveys the most sincere apology for their experience.
If you should have any other questions or concerns, please do not hesitate to contact me. Thank you.
Truly Yours,
[redacted] A. [redacted]
Legal Counsel
Delivered via online complaint system: https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/ed462cc3
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We disagree with their statement and can document that remains were delivered late and that a Higgins employee admitted to confirming the wrong date for military honors arrangements while driving on their cell phone.
This is first offer of a refund.
Final Business Response /* (4000, 9, 2016/01/13) */
January 13, 2016
Revdex.com serving San Francisco Bay Area and Northern Coastal California
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: [redacted], Dispute Resolution Specialist
[redacted]@Revdex.comemail.org
RE: Case # [redacted]
Dear Ms. [redacted]
I appreciate your continued correspondence regarding this matter. We believe this matter has been resolved with the help of the California Department of Consumer Affairs Cemetery and Funeral Bureau. During several phone conversations that took place on December 30, 2015 and December 31, 2015 between a representative of Higgins Chapel, a [redacted] family member, and a representative of the Cemetery and Funeral Bureau, the [redacted] family accepted an offer for a full refund (which has been already sent to the family) and for Higgins to re-do the service free of charge (including military honors) at a date to be determined in the future.
If you should have any other questions or concerns, please do not hesitate to contact me. Thank you.
Truly Yours,
[redacted] A. [redacted]
Legal Counsel
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with thier response. Refunds and apologies will never be enough to reverse the sorrow.
We could never recommend Higgins Chappel or thier parent company.