Leak & Sons Funeral Home-Chicago

Initial Business Response / [redacted] (1000, 5, 2015/01/24) */ To Ms [redacted] I would first like to say that I consider it an honor and a privilege to have served your family and I do not take it likely that you had some concernsYes, my father when making arrangements with your grandmother did overlook the fact that one of our directors had set another repast at the same timeMy Dad is getting a little older and I have instructed our staff to pay a little more attention to the details when he makes arrangementsMany of our families only want to see him when making arrangements and at times it can get a little overwhelming for himOnce again I apologizeI'm not sure if you were involved in making the initial arrangements for your uncleHowever, I would like for you to know that according to the contract that your grandmother signed, my father, did not charge her for the repastHe from the very beginning offered it to her for freeAdditionally, he offered another $off of the bill, did not charge the 5% insurance fee for using insurance and he paid $of our funds to Mt [redacted] for your uncles burialAnd as of this date we have not yet received payment from the insurance companyThis was all done before there was any knowledge of the double booking of the repast roomMy father has a heart of gold and would never intentionally do something to cause any family more grief than they are already sufferingHe unfortunately made a mistakeI am just leaving a funeral at a churchOne of the church staff last night made a mistake with the lighting system which caused the lights to malfunction this morningI literally used the flashlight from my I Phone to set the casket and flowers in churchWhen the family arrived, the church told them that there was a mistake made and they were rectifying the problemA short while later during the wake the lights came on and it was a beautiful serviceI say that to say we are all human and we all make mistakes and my father as I mentioned before went above and beyond with your grandmother well before any mistake was madeUpon hearing that the repast had been moved to our suburban chapel, I immediately got our staff prepared, and we were all standing at the door ready to do whatever it took to satisfy your familyI specifically remember going to [redacted] and buying bags of ice upon your requestI also offered to order anything that you needed from the Diner immediately next door to us at our expenseI constantly asked several members of your family including your grandmother was everything o k and did they need anything elseFor hours I witnessed over people laughing and talking and having a great time in our repast roomSo please know that we acknowledge our mistakeBut also please know that both my father and I went above and beyond to satisfy your family from the very beginning when your grandmother called us to notify us of your uncles passingThen I also want you to know how upset my father was with himself for his errorYour grandmother will receive a letter acknowledging that the insurance company has paid usAt this time I cannot say when that will beHowever upon that time when they do pay, and your grandmother would still like a refund, we will be happy to offer her an additional $off of the funeral billThank you againEvery family that we serve, we consider them a gift from GodYour family is no different Sincerely, [redacted] ***, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The details outlined by Mr [redacted] are inconsistent with what actually occurredWhile we understand that his father is aging, the service and treatment we experienced is unacceptableFurther, we did not receive the room that was agreed upon when we secured services, therefore, we are willing to let the matter be brought to resolution by accepting the $refund for the room as offered by Mr*** Final Business Response / [redacted] (4000, 9, 2015/02/03) */ So that Ms [redacted] feels comfortable, I will send her grandmother even though we still have not been paid for our services as well as our funds that we advanced in order to assist her grandmother financiallyThank you all [redacted] ***

Initial Business Response /* (1000, 5, 2015/04/20) */
Mr***, we understand that you have an Attorney representing you and your siblingsWe have turned this matter over to our insurance company who will be working together with him to resolve your concernsThank you
*** Leak,
***

Initial Business Response /* (1000, 5, 2015/04/20) */
Mr***, we understand that you have an Attorney representing you and your siblingsWe have turned this matter over to our insurance company who will be working together with him to resolve your concernsThank you
*** Leak, ***

They are unprofessional and do not have compassion for the family. At a time like this your customers are looking for care, comfort and understanding not to be treated dismissively or rudely. One of the workers went out of the service to sit in the hall to go to sleep. And this worker was suppose to open the casket but the family member took charge to go get the worker to do His/Her job. I'm writing this to say please do better you are dealing with families that lost someone they really love. The cold attitude has got to go.

Initial Business Response /* (1000, 5, 2015/01/24) */
To Ms. [redacted] I would first like to say that I consider it an honor and a privilege to have served your family and I do not take it likely that you had some concerns. Yes, my father when making arrangements with your grandmother did...

overlook the fact that one of our directors had set another repast at the same time. My Dad is getting a little older and I have instructed our staff to pay a little more attention to the details when he makes arrangements. Many of our families only want to see him when making arrangements and at times it can get a little overwhelming for him. Once again I apologize. I'm not sure if you were involved in making the initial arrangements for your uncle. However, I would like for you to know that according to the contract that your grandmother signed, my father, did not charge her for the repast. He from the very beginning offered it to her for free. Additionally, he offered another $213.09 off of the bill, did not charge the 5% insurance fee for using insurance and he paid $1295.00 of our funds to Mt. [redacted] for your uncles burial. And as of this date we have not yet received payment from the insurance company. This was all done before there was any knowledge of the double booking of the repast room. My father has a heart of gold and would never intentionally do something to cause any family more grief than they are already suffering. He unfortunately made a mistake. I am just leaving a funeral at a church. One of the church staff last night made a mistake with the lighting system which caused the lights to malfunction this morning. I literally used the flashlight from my I Phone to set the casket and flowers in church. When the family arrived, the church told them that there was a mistake made and they were rectifying the problem. A short while later during the wake the lights came on and it was a beautiful service. I say that to say we are all human and we all make mistakes and my father as I mentioned before went above and beyond with your grandmother well before any mistake was made. Upon hearing that the repast had been moved to our suburban chapel, I immediately got our staff prepared, and we were all standing at the door ready to do whatever it took to satisfy your family. I specifically remember going to[redacted] and buying 3 bags of ice upon your request. I also offered to order anything that you needed from the Diner immediately next door to us at our expense. I constantly asked several members of your family including your grandmother was everything o k and did they need anything else. For 3 hours I witnessed over 100 people laughing and talking and having a great time in our repast room. So please know that we acknowledge our mistake. But also please know that both my father and I went above and beyond to satisfy your family from the very beginning when your grandmother called us to notify us of your uncles passing. Then I also want you to know how upset my father was with himself for his error. Your grandmother will receive a letter acknowledging that the insurance company has paid us. At this time I cannot say when that will be. However upon that time when they do pay, and your grandmother would still like a refund, we will be happy to offer her an additional $395.00 off of the funeral bill. Thank you again. Every family that we serve, we consider them a gift from God. Your family is no different.
Sincerely,
[redacted], [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The details outlined by Mr. [redacted] are inconsistent with what actually occurred. While we understand that his father is aging, the service and treatment we experienced is unacceptable. Further, we did not receive the room that was agreed upon when we secured services, therefore, we are willing to let the matter be brought to resolution by accepting the $395.00 refund for the room as offered by Mr. [redacted].
Final Business Response /* (4000, 9, 2015/02/03) */
So that Ms. [redacted] feels comfortable, I will send her grandmother 395.00 even though we still have not been paid for our services as well as our funds that we advanced in order to assist her grandmother financially. Thank you all.
[redacted]