I am rejecting this response because:
I am concerned that you are not looking into
the correct file as my name is not Ms. [redacted] and according to our
records (which can be provided) and multiple witnesses, our initial visit was
on 12/16/2016. During our meeting with Scott, he did NOT make us aware that the
cemetery plot would be consider an asset. He also didn’t make us aware that the
organization offered a $4000 package that included a plot. Also during our
meeting, Scott told us our application was complete and submitted. We were made
aware by the county representative on Tuesday (12/19/2017), that this was not correct
and Scott forgot to have us fill out a document that was needed for the
application process. She also made us aware that she communicated this
information to the Scott on Monday but he never made us aware. We were informed
that we HAD to pay for the funeral in full by 2pm 12/21/2016 or we would need
to cancel the service that was schedule for 12/22/2016. Being that we didn’t
know the final answer on the assistance, we were told by Scott that we HAD to
move forward with paying in full and HAD to pick out one of their caskets since
Washburn needed the casket by that evening, we did so. About an hour after
paying in full and 17 hours before the funeral, I received a call from Scott
saying that we received some assistance. At the time, I communicated with Scott
that since we already paid for everything and since we had less than 24 hours
before the service to leave it as is since everything would be coming down to
the wire.
After waiting for hours for a call back from Scott, we
would ask if we could speak to another director, and we were told Scott was the
only director we could speak. It’s extremely frustrating knowing that there was
another funeral director available for the service when he was unavailable but
not when we would call to resolve issues.
Throughout the entire process, it was NEVER
clearly communicated what our options were and what Washburn & McReavy
could cover. The only 2 options that we were presented were a $4000 package that
could possibly qualify for assistance, that included everything BUT the plot or
completely paying in everything full. The only reason we found out that there
was a $4000 package including a plot is because the county representative
stated that we should have been presented that option immediately at the first
meeting. Clearly, we never were. As I stated before, it seems we were miss led,
miss communicated to and paperwork was delayed for them to make the most
profitable sale they could.
I am rejecting this response because:
I am concerned that you are not looking into
the correct file as my name is not Ms. [redacted] and according to our
records (which can be provided) and multiple witnesses, our initial visit was
on 12/16/2016. During our meeting with Scott, he did NOT make us aware that the
cemetery plot would be consider an asset. He also didn’t make us aware that the
organization offered a $4000 package that included a plot. Also during our
meeting, Scott told us our application was complete and submitted. We were made
aware by the county representative on Tuesday (12/19/2017), that this was not correct
and Scott forgot to have us fill out a document that was needed for the
application process. She also made us aware that she communicated this
information to the Scott on Monday but he never made us aware. We were informed
that we HAD to pay for the funeral in full by 2pm 12/21/2016 or we would need
to cancel the service that was schedule for 12/22/2016. Being that we didn’t
know the final answer on the assistance, we were told by Scott that we HAD to
move forward with paying in full and HAD to pick out one of their caskets since
Washburn needed the casket by that evening, we did so. About an hour after
paying in full and 17 hours before the funeral, I received a call from Scott
saying that we received some assistance. At the time, I communicated with Scott
that since we already paid for everything and since we had less than 24 hours
before the service to leave it as is since everything would be coming down to
the wire.
After waiting for hours for a call back from Scott, we
would ask if we could speak to another director, and we were told Scott was the
only director we could speak. It’s extremely frustrating knowing that there was
another funeral director available for the service when he was unavailable but
not when we would call to resolve issues.
Throughout the entire process, it was NEVER
clearly communicated what our options were and what Washburn & McReavy
could cover. The only 2 options that we were presented were a $4000 package that
could possibly qualify for assistance, that included everything BUT the plot or
completely paying in everything full. The only reason we found out that there
was a $4000 package including a plot is because the county representative
stated that we should have been presented that option immediately at the first
meeting. Clearly, we never were. As I stated before, it seems we were miss led,
miss communicated to and paperwork was delayed for them to make the most
profitable sale they could.
[redacted]