Jackson Auto Repair

I have received a copy of the complaint assign ID ***The client's complaint is unfounded and does not understand the scope of the funeral services we provideOur business revolves around taking care of the deceased from place of death to the final dispositionWhen the clients mother passed
away our staff went to her home and brought her into our care until we were legally allowed to follow through with her wishes to be crematedThe client also selected funeral merchandise and custom printing for a memorial service to be handled at a later date without our involvementI do not believe there is any dispute that we provided the services and merchandise we were contracted to provideThe deceased had contracted with a funeral home back in her home town in *** ** and a prearrangement was set up there and paid for using a preneed insurance company, ***This is not a company we use for making prearrangements and prefunded funeralsWe allowed the transfer of the policy to our funeral home to be used as payment for our services instead of requiring families to make cash payments for services rendered, just as we normally do with other life insurance companiesThis company will only pay to us the amount of the funeral bill, which is standard of other life insurance companies we deal withThe laws in the state of Ohio regulate that we can only charge and be paid for the goods and services providedThe complaint the client has with us, centers around her misunderstanding of the services we provideWe do not offer legal work as she had contracted with an attorney, we provide funeral services and often aid in making claims for life insuranceWe attempt on behalf of the families we serve to start a life claim and have been told that we cannot render much aid as the insurance company must speak directly with the beneficiaryOften we find out what is needed for the claim process with each individual company, or at least have a claim started and the claim forms sent to the beneficiaryWe do assist in filling out claim forms, assignment forms for life insurance claims, mailing, and faxing, but not much further than thatIn this case the beneficiary was an ex-spouse and the insurance company was requiring a divorce decreeObtaining such an item is beyond our scope of businessWe informed the client that we would be happy in assisting faxing or mailing such documents as required by the insurance companyThe client seems to have the perception that we should be claiming the full amount of the policy to be refunded to her and that we should have known that this policy still named an ex-spouse as a beneficiary after a year old divorceKnowing all the policies and rules of all and any insurance company is unreasonable As far as her desired settlement, again we are not legal counsel nor attorneys, any paid fees to an attorney for said services would be upon the client as it would be for anyone else for legal workAgain our business is funeral services, we assist with what we can in other aspects, but this is not something we charge a service fee, nor claim to be the authority in aspects that are not our scope of business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was sent by her friend an attorney *** ***, that I spent over $with who claimed that the funeral home and specifically *** *** was an expert in this area and would walk me through whatever was needed for the prepaid funeral policy that was purchased in another state (**) back in and make sure it was in order which was NOT DONE AT ALL The lawyer sent me there because HE wouldn't touch it since it wasn't his area of expertise and that *** *** was the gal to go with because they would do all that would be needed - at the bare minimum a request for the policy should have been made - I have never had to use a funeral home or anything about any part of the funeral industry - She was quite aware of my situation as that my brother who was the primary executor on all my mother's items had passed earlier in the year, March - that I had numerous items including this to make sure that was in order - she claimed all was good - every time I called! My point being - why would I, as I was taking care of my dying mother, would I request anything when I was being told that it was all good???? Not only that but at the time that I "signed" up so to speak I was told that Heitger would make the claim for the full amount of the policy and then I would be paid from Heitger the balance after expenses - this was told to me in December - she even faxed over a POA so I could make changes if necessary before my mom's passing I called *** monthly to tell her where things were with my mom and ask if there was anything I needed to do - the same response was given - no everything is in order - again I ask why would I make any other inquires after being told what I had been told already The day my mother passed I was told a different tune and that Heitger would send in their invoice and then I'd be paid - my mom had passed just hours before and quite ***ly I find that if they knew that information and didn't share it with me they also should/could have known about the discrepancy in the beneficiary - and of course it is way worse than that - her response shows she didn't do her job and has put me and my family in undo pain and suffering - A week later when my mother's remains were ready to be picked up (and emotional time for most people) I was told by another person ***, that though the funeral home would be paid - There was a problem with me being paid - I was handed a number and the attitude sorry for your loss - have a nice day and was led out the door Even worse *** knew of the issue at am that day but never bothered to call me and waited until pm as I picked up my mom - to even make matters more insulting the next day I called and said they need to figure this out since all along I was told things were fine - I get a call from *** claiming my mom had my dad as beneficiary and that since they were divorced I would need to get the insurance company a copy of their divorce decree which would require me to go through documents of my moms that I shouldn't have to go through so early after her death - besides the fact that my parents had been divorced for over years!!! I rifled through all my mom's important papers - doing it in tears, got the documents to the insurance company only to find out that it was my brother who was the beneficiary and they needed his death certificate....and because of this I had to put my mother's memorial service on my now maxed out credit card (remember she wasn't from this state) and have to file probate papers at an additional cost and a cost for a lawyer to fill out the papers for the balance of money that my mom put away so no one would have to go through the *** that this funeral home has put me and my family through I admit wholeheartedly I know nothing about the funeral business however how are you supposed to find out about something that is only a part of the funeral industry exclusively?? I've spoken to a few other homes in the area and they claim that what happened shouldn't have especially in light of the situation with my brother dying before my mom which was explained at length and the fact that I was originally told about how they would claim the entire amount and then pay me directly after taking their costs out (Again information that I WAS NOT TOLD UNTIL AFTER THE FACT) Again why would I look into anything further? In that fact alone how many people would do anything? I believed her when she told me all was fine and in order - sadly the only thing in order was their part and that they would be paid - I hope that NO ONE has to endure the *** that I am enduring - I haven't had time to grieve at all because of this - funny because my understanding is that a funeral home was there for comfort of a loss - in this case they have made the loss so much worse.Regards,
*** ***