Janazah Services Muslim Funeral Home

***, Representative of the Revdex.com,In response to the letter dated, Monday March 20, 2017, this is my official response to the complaint made by my client indicating that,Desired Outcome/ Settlement:1) "The funeral home made an error on my husband's death certificate." 2) "I paid for death certificates, yet couldn't use them because of the error." 3) "When I pointed out the error, they made excuses." 4) "Basically, I was sent emails saying it would cost $184-Sto send someone toRichmond." 5) She was told by the special services agent that if she sent a courier, it could take weeksto make the correction, that only the funeral director or my client could make the change6) My client's daughter made the arrangements and contacted the "owner" and made acomplaint to the "owner," about the employee7) "This woman listened in on the call, and tried to defend her earlier actions."The funeral home accepts no initiated contact from JANAZAH SERVICES, Ll.cto my client's family.Each numerical point shall now be addressedof 1)of 5The funeral home did not "make an error," that was not approved by the familyIn this case, a demographics report was given to the family and the family acknowledged receipt of the demographic preview reportThe only error that was pointed out was that my client's middle name was not on the preliminary certificateThe incorrect social security number was that of the first two of the last four numbers were transposedMy client did not notice this errorI did not notice the transpositionThe Virginia Department of Vital Statistics Electronic Death Certificate Registration system did not notice the transpositionWhen an electronic request to verify the social security number was sent to the Social Security Administration, the SSA sent back a "Passed" status, meaning that the Social Security number entered matched the name in the systemHistory: The WA State EDRS Launched in and did have some "issues" and the certificate again changed also to specify genders to the parents of the deceased in I consider this system to still be in Beta mode, as very few doctors are registered in the system and this conversation was had with my client on Wednesday March 15, to point out the error that her banker had foundI did state that this is neither her fault or mineI will add that my client was heated from the beginning of the funeral arrangement process, the morning her husband diedShe did call in and I was asleep, and the answering service took the callServices were prearranged with my client's daughterOur policy is to respond within two hours from the initial call of death in a house callThat typically means, we have our driver at the house within about two hoursAn hour went by before I returned her callI did not have coffee- I called my client as soon as my eyes opened that morningShe was huffed, stating that "She called in an hour ago, why wasn't someone responding?" I said to her in a stern tone, that I was asleep, that "I was awake until midnight---that I have worked the past days straight, twelve hour days." I do not believe I apologized for the delay in a call backWe proceeded with the arrangements to pick up the body of her departed husbandI, rather than sending a contract service, sent of my personal male relatives, to retrieve the body in an attempt to personalize and "make up" for the call coming back to her lateMy client stated that I was so rude and unprofessional to talk about my "personal life." I didn't respond to this complaint because I had said those comments in an attempt to humanize myself to my client, and it failed miserably ---as a funeral director we are expected to sleep in our suits and respond anytime, anyplace with the utmost professionalismI can see how this could seem unprofessional to some but not all.I explained to my client in a later minute phone conversation that in making an amendment in Richmond, certificates with errors have no value, but that in local counties, once the correction is made, and if the certificate was in the EDRS, those certificates would hold value and be able to be exchanged straight across for new ones with the correct informationOn this type of correction, since it was in the EDRS, the new correct certificate should be in every local county right away, but that I recommend purchasing at least two new certificates in Richmond so that if there was any delay at the local county, she would have two clean copiesAlso, a correction letter was immediately issued to my client, and she was told that she could use at local banks to "freeze accounts" or that she may be able to use the correction letter alongside the certificates at other institutions, but that it was ultimately up to that institution to accept the letter with the incorrect certificateI made it clear that this was a very temporary but immediate solution to her dilemmaThis was an avenue during the correction processI 3)4)5)of 5also sent her a SSAStatement of Death by Funeral Director so that she may use that form with SSA to apply for benefitsI also immediately verified that the SSA contained accurate information.The "excuses” that my client is referring to is that this call came in mid-morning, March 15th, in the wake of the aftermath of storm StellaMy client was insisting that we send someone right away on the two-hour drive to Richmond to make the correctionI explained that I would not put men on the road to make the correction immediately as there were unsafe driving conditions presentMy client insisted that the "roads were clear." As a funeral director, I have to make judgement callsWhile this is very important to my client, it was not a true emergency worth risking a funeral director on the roadIt was logical to wait until Monday.Our policy is that in a situation where the family gives wrong information, the family is to pay for the amendmentIn a case where the funeral director makes a mistake, the funeral home absorbs the costTypically, an amendment takes weeks to complete by mailAlso, a rush of service to complete the task immediately with the above-mentioned road conditions can be charged if insisted uponAll this was clear in the minute conversation with my clientIn that conversation and the above kept in mind: about EDRS, policies, Rush, etc., My client had stated that she wanted to contact the senator, [redacted] ***This is why all was describedI understood my client to be outraged that the error was even possibleMy client also struck me as a classy, intelligent, but short fused womanThe email explaining costs was to clarify that rush of service charges to immediately send a driver---in this case a stand in funeral director sent to Richmond could be elected but that there was a less expensive cost over all, that we would absorb, by sending a contact service, ***politan Funeral Services, to make the correctionIn other words, we will pay for the correction, but not in an immediate fashion.It would be nice to know who the "special services agent" was who gave my client bad information, not only when she called in, but again at the counterI would suspect the agents did not know the procedure completely, or did not make perfectly clear the policies in Richmond or laws on Funeral Service when making amendmentsI will explain them hereinI.e.: "that only the funeral director or my client could make the change and get the corrected certificate." Clarification: Only the funeral director or my client should write the Amendment called an "Affidavit for Correction of a Record." I wrote that amendment immediately after talking to my client and signed it with my personal NotaryMy client asked for an email from me letting her know the course of actionNormally, I would write the amendment a day laterI treated my client's complaint with immediate solutions in an attempt to appease herI emailed her the above mentioned email after speaking to her.Referring back to point 4, I contacted [redacted] ) to contract with them to take my amendment on their "next run" to Richmond***, I would estimate, probably handle over 6,funeral cases per year as a support service to funeral homes like Janazah Services L.l.cThey take the amendments for us funeral directors as a big packet once or twice a weekTheir next run was on Monday, just business days laterWe had the weekend for roads to be more clear was my way of thinkingI.e.: The safest and most financial-wise decision was to send ***, and pay them $to make the correction for meI immediately sent the courier the next day to [redacted] with my amendment packet to catch the Monday runThe Smentioned was an estimated cost to send [redacted] or a stand in funeral director with my amendment packet immediatelyThe $was what it would cost us to use [redacted] and obtain certificates with the correct information$for the amendment to be done by ***, $for the actual amendment, and $for the certified copies of the death certificate at $eachWe made it 100% clear that the charges would be waived and Janazah Services would absorb the costs if [redacted] took our packet and amended the certificate in person in that email that my client is referring toIn that email, I stated, "We will waiveand pay for this for you."After sending the above email we were return-emailed and stated that: "I will be going to Richmond to handle this myselfPlease DO NOT hand those documents over to anyoneYou can shred or delete what I emailed youVital records said you would be the only person they would deal with besides me.So I will get it taken care of." We were again called by my client's daughter, complaining how “unprofessional II was.”My response was that: "I'm sorry Richmond gave you bad informationI do not need to go personallyI can Send Someone in my place with my affidavit, as I have done so before, and I am experienced and confident in what I sayI will however cancel the service that was designated to handle this and allow you to do so yourselfWith the documents that you sent me yesterday and a signed notarized affidavit you can certainly handle this yourselfI will now cancel the service designated to make the amendment, and I will not be re-dispatching the contract service without service fees at this pointAs all papers are in packs, and have been put in Cue and will now be removed, and destroyedWe have paid for fees on delivery to this point, and time spent on the official paperwork to make the correction, and this was done as a courtesyThese will nowbe destroyed at your requestRe-creating them will have fees." This sparked another complaint to come in at about 8:30pm that nightThat call was answered by my co-worker.6) My client's daughter then called in (and talked to a co-worker not the "owner") anddescribed how unprofessional I, the "employee" was, that fees shouldn't be charged etcAfter that call, I again emailed my client as a response to that call.7) "I was able to listen in on the complaint that came in last night around about 8:40, I am sorry for yourfamily frustration.I have copied and pasted from the original email the sentence that should clarify the financial portion for you."We will waiveand pay for this for you."I am sorry that the Social Security number is transposedThis is a problem in EDRS (electronic death registration system.) The transposition should never have been approved as Social Security is sent an electronic verification inside the WA EDRS.Thank you for your patience.Miriam"The above email is what my client describes as "This woman listened in on the call, and tried to defend her earlier actions." In clarification, "this woman" is the owner and plays a very activerole in the business and does not advertise that she is the owner, so perhaps my authority and intent was indeed misjudgedI am the funeral director in charge and the ownerI amof funerals and each and every aspect of all of themI gave my client very personal attention because I recognized her as an intelligent and capable Woman, in need of immediate personalized solutionsMy intention was to absorb the costs of the correction, and to make the correction in a reasonable manner yet rather expediently: within three business daysMy intention was to have two immediate, correct death certificates in her possession within three daysThe other my client "paid for that were unusable," were to be exchanged by my client at her local countyAlthough I may have crossed her with my stern tone and strict nature, she did the same with meWe are human and I apologize for being less than perfectHowever-theless, I Would have personally liked my client as a person had our path crossed at a different momentMy client wants to keep this professional, so I will rather say that I respect her deeply for her aggressive nature to accomplish difficult and complex mattersI do however feel sorry for her having to go to Richmond, and if things would have gone as planned, we would have taken care of this for her, and she could have stayed home to rest during this timeI hope one day my client comes to understand this and again I apologize for the error on the certificate, but more SO, I am sorry for the loss of her husband, and I understand it to be the most possibly difficult type of loss, as in our religion, the only mandated grieving period that is ever prescribed is for that of the widowIt lasts four months and ten daysWe pray in this time, she may seek solace and come to peace with her lossAmeen.I do care very deeply for my clients-each and every one of them, including this dear lady.Should you have questions, please do not hesitate to contact the funeral director named below.? - ? ',? - ??MIRIAM *** A [redacted] JANAZAH SERVICES LLC Licensed Funeral Director, Mortician, and EmbalmerFlint Lee RdSuite C - Chantilly VA l Office: ###-###-#### Mobile:###-###-#### Fax: ###-###-#### www.***/ahServices.com Email: [redacted] (a)Muslim.comof •×¤? isFlint Lee Ra Suite ( (fiantilly ( irginia I USA ###-###-#### {TE/4.X: ###-###-#### ena il [redacted] .comO?/28/2O17***,Though I have written a detailed response, I do not believe this should be made publicYou are welcome to share my response with the complaining party, but I imagine it could compound her grief

[redacted], Representative of the Revdex.com,In response to the letter dated, Monday March 20, 2017, this is my official response to the complaint made by my client indicating that,Desired Outcome/ Settlement:1) "The funeral home made an error on my husband's death certificate." 2) "I paid for 20 death...

certificates, yet couldn't use them because of the error." 3) "When I pointed out the error, they made excuses." 4) "Basically, I was sent emails saying it would cost $184-S509 to send someone toRichmond." 5) She was told by the special services agent that if she sent a courier, it could take 4 weeksto make the correction, that only the funeral director or my client could make the change. 6) My client's daughter made the arrangements and contacted the "owner" and made acomplaint to the "owner," about the employee. 7) "This woman listened in on the call, and tried to defend her earlier actions."The funeral home accepts no initiated contact from JANAZAH SERVICES, L. l.c. to my client's family.Each numerical point shall now be addressed.1 of 5  1)2 of 5The funeral home did not "make an error," that was not approved by the family. In this case, a demographics report was given to the family and the family acknowledged receipt of the demographic preview report. The only error that was pointed out was that my client's middle name was not on the preliminary certificate. The incorrect social security number was that of the first two of the last four numbers were transposed. My client did not notice this error. I did not notice the transposition. The Virginia Department of Vital Statistics Electronic Death Certificate Registration system did not notice the transposition. When an electronic request to verify the social security number was sent to the Social Security Administration, the SSA sent back a "Passed" status, meaning that the Social Security number entered matched the name in the system. History: The WA State EDRS Launched in 2015 and did have some "issues" and the certificate again changed also to specify genders to the parents of the deceased in 2016. I consider this system to still be in Beta mode, as very few doctors are registered in the system and this conversation was had with my client on Wednesday March 15, 2017 to point out the error that her banker had found. I did state that this is neither her fault or mine. I will add that my client was heated from the beginning of the funeral arrangement process, the morning her husband died. She did call in and I was asleep, and the answering service took the call. Services were prearranged with my client's daughter. Our policy is to respond within two hours from the initial call of death in a house call. That typically means, we have our driver at the house within about two hours. An hour went by before I returned her call. I did not have coffee- I called my client as soon as my eyes opened that morning. She was huffed, stating that "She called in an hour ago, why wasn't someone responding?" I said to her in a stern tone, that I was asleep, that "I was awake until midnight---that I have worked the past 120 days straight, twelve hour days." I do not believe I apologized for the delay in a call back. We proceeded with the arrangements to pick up the body of her departed husband. I, rather than sending a contract service, sent 2 of my personal male relatives, to retrieve the body in an attempt to personalize and "make up" for the call coming back to her late. My client stated that I was so rude and unprofessional to talk about my "personal life." I didn't respond to this complaint because I had said those comments in an attempt to humanize myself to my client, and it failed miserably ---as a funeral director we are expected to sleep in our suits and respond anytime, anyplace with the utmost professionalism. I can see how this could seem unprofessional to some but not all.I explained to my client in a later 45 minute phone conversation that in making an amendment in Richmond, certificates with errors have no value, but that in local counties, once the correction is made, and if the certificate was in the EDRS, those 20 certificates would hold value and be able to be exchanged straight across for new ones with the correct information. On this type of correction, since it was in the EDRS, the new correct certificate should be in every local county right away, but that I recommend purchasing at least two new certificates in Richmond so that if there was any delay at the local county, she would have two clean copies. Also, a correction letter was immediately issued to my client, and she was told that she could use at local banks to "freeze accounts" or that she may be able to use the correction letter alongside the certificates at other institutions, but that it was ultimately up to that institution to accept the letter with the incorrect certificate. I made it clear that this was a very temporary but immediate solution to her dilemma. This was an avenue during the correction process. I 3)4)5)3 of 5also sent her a SSA721 Statement of Death by Funeral Director so that she may use that form with SSA to apply for benefits. I also immediately verified that the SSA 721 contained accurate information.The "excuses” that my client is referring to is that this call came in mid-morning, March 15th, in the wake of the aftermath of storm Stella. My client was insisting that we send someone right away on the two-hour drive to Richmond to make the correction. I explained that I would not put men on the road to make the correction immediately as there were unsafe driving conditions present. My client insisted that the "roads were clear." As a funeral director, I have to make judgement calls. While this is very important to my client, it was not a true emergency worth risking a funeral director on the road. It was logical to wait until Monday.Our policy is that in a situation where the family gives wrong information, the family is to pay for the amendment. In a case where the funeral director makes a mistake, the funeral home absorbs the cost. Typically, an amendment takes 6 weeks to complete by mail. Also, a rush of service to complete the task immediately with the above-mentioned road conditions can be charged if insisted upon. All this was clear in the 45 minute conversation with my client. In that conversation and the above kept in mind: about EDRS, policies, Rush, etc., My client had stated that she wanted to contact the senator, [redacted]. This is why all was described. I understood my client to be outraged that the error was even possible. My client also struck me as a classy, intelligent, but short fused woman. The email explaining costs was to clarify that rush of service charges to immediately send a driver---in this case a stand in funeral director sent to Richmond could be elected but that there was a less expensive cost over all, that we would absorb, by sending a contact service, [redacted]politan Funeral Services, to make the correction. In other words, we will pay for the correction, but not in an immediate fashion.It would be nice to know who the "special services agent" was who gave my client bad information, not only when she called in, but again at the counter. I would suspect the agents did not know the procedure completely, or did not make perfectly clear the policies in Richmond or laws on Funeral Service when making amendments. I will explain them herein. I.e.: "that only the funeral director or my client could make the change and get the corrected certificate." Clarification: Only the funeral director or my client should write the Amendment called an "Affidavit for Correction of a Record." I wrote that amendment immediately after talking to my client and signed it with my personal Notary. My client asked for an email from me letting her know the course of action. Normally, I would write the amendment a day later. I treated my client's complaint with immediate solutions in an attempt to appease her. I emailed her the above mentioned email after speaking to her.Referring back to point 4, I contacted [redacted]) to contract with them to take my amendment on their "next run" to Richmond. [redacted], I would estimate, probably handle over 6,000 funeral cases per year as a support service to funeral homes like Janazah Services L.l.c. They take the amendments for us funeral directors as a big packet once or twice a week. Their next run was on Monday, just 2 business days later. We had the weekend for roads to be more clear was my way of thinking. I.e.: The safest and most financial-wise decision was to send [redacted], and pay them $150 to make the correction for me. I immediately sent the courier the next day to [redacted] with my amendment packet to catch the Monday run. The S509 mentioned was an estimated cost to send [redacted] or a stand in funeral director with my amendment packet immediately. The $184 was what it would cost us to use [redacted] and obtain 2 certificates with the correct information. $150 for the amendment to be done by [redacted], $10 for the actual amendment, and $24 for the 2 certified copies of the death certificate at $12 each. We made it 100% clear that the charges would be waived and Janazah Services would absorb the costs if [redacted] took our packet and amended the certificate in person in that email that my client is referring to. In that email, I stated, "We will waive.......... and pay for this for you."After sending the above email we were return-emailed and stated that: "I will be going to Richmond to handle this myself. Please DO NOT hand those documents over to anyone. You can shred or delete what I emailed you. Vital records said you would be the only person they would deal with besides me.So I will get it taken care of." We were again called by my client's daughter, complaining how “unprofessional II was.”My response was that: "I'm sorry Richmond gave you bad information. I do not need to go personally. I can Send Someone in my place with my affidavit, as I have done so before, and I am experienced and confident in what I say. I will however cancel the service that was designated to handle this and allow you to do so yourself. With the documents that you sent me yesterday and a signed notarized affidavit you can certainly handle this yourself. I will now cancel the service designated to make the amendment, and I will not be re-dispatching the contract service without service fees at this point. As all papers are in packs, and have been put in Cue and will now be removed, and destroyed. We have paid for fees on delivery to this point, and time spent on the official paperwork to make the correction, and this was done as a courtesy. These will nowbe destroyed at your request. Re-creating them will have fees." This sparked another complaint to come in at about 8:30pm that night. That call was answered by my co-worker.6) My client's daughter then called in (and talked to a co-worker not the "owner") anddescribed how unprofessional I, the "employee" was, that fees shouldn't be charged etc. After that call, I again emailed my client as a response to that call.7) "I was able to listen in on the complaint that came in last night around about 8:40, I am sorry for yourfamily frustration.I have copied and pasted from the original email the sentence that should clarify the financial portion for you."We will waive.......... and pay for this for you."I am sorry that the Social Security number is transposed. This is a problem in EDRS (electronic death registration system.) The transposition should never have been approved as Social Security is sent an electronic verification inside the WA EDRS.Thank you for your patience.Miriam"The above email is what my client describes as "This woman listened in on the call, and tried to defend her earlier actions." In clarification, "this woman" is the owner and plays a very activerole in the business and does not advertise that she is the owner, so perhaps my authority and intent was indeed misjudged. I am the funeral director in charge and the owner. I am4 of 5 funerals and each and every aspect of all of them. I gave my client very personal attention because I recognized her as an intelligent and capable Woman, in need of immediate personalized solutions. My intention was to absorb the costs of the correction, and to make the correction in a reasonable manner yet rather expediently: within three business days. My intention was to have two immediate, correct death certificates in her possession within three days. The other 20 my client "paid for that were unusable," were to be exchanged by my client at her local county. Although I may have crossed her with my stern tone and strict nature, she did the same with me. We are human and I apologize for being less than perfect. However-theless, I Would have personally liked my client as a person had our path crossed at a different moment. My client wants to keep this professional, so I will rather say that I respect her deeply for her aggressive nature to accomplish difficult and complex matters. I do however feel sorry for her having to go to Richmond, and if things would have gone as planned, we would have taken care of this for her, and she could have stayed home to rest during this time. I hope one day my client comes to understand this and again I apologize for the error on the certificate, but more SO, I am sorry for the loss of her husband, and I understand it to be the most possibly difficult type of loss, as in our religion, the only mandated grieving period that is ever prescribed is for that of the widow. It lasts four months and ten days. We pray in this time, she may seek solace and come to peace with her loss. Ameen.I do care very deeply for my clients-each and every one of them, including this dear lady.Should you have questions, please do not hesitate to contact the funeral director named below.? - ? ',? - ??MIRIAM [redacted] JANAZAH SERVICES LLC Licensed Funeral Director, Mortician, and Embalmer. 14640 Flint Lee Rd. Suite C - Chantilly VA 2015 l Office: ###-###-#### Mobile:###-###-#### Fax: ###-###-#### www.[redacted]/ahServices.com Email: [redacted](a)Muslim.com5 of 5    •×¤? is11640 Flint Lee Ra Suite ( (fiantilly ( irginia 2015 I USA ###-###-#### {TE/4.X: ###-###-#### ena il [redacted].comO?/28/2O17[redacted],Though I have written a detailed response, I do not believe this should be made public. You are welcome to share my response with the complaining party, but I imagine it could compound her grief.