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/During our meeting with Scott, he did NOT make us aware that the cemetery plot would be consider an assetHe also didn’t make us aware that the organization offered a $package that included a plotAlso during our meeting, Scott told us our application was complete and submittedWe 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 processShe also made us aware that she communicated this information to the Scott on Monday but he never made us awareWe were informed that we HAD to pay for the funeral in full by 2pm 12/21/or we would need to cancel the service that was schedule for 12/22/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 soAbout an hour after paying in full and hours before the funeral, I received a call from Scott saying that we received some assistanceAt the time, I communicated with Scott that since we already paid for everything and since we had less than 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 speakIt’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 coverThe only options that we were presented were a $package that could possibly qualify for assistance, that included everything BUT the plot or completely paying in everything fullThe only reason we found out that there was a $package including a plot is because the county representative stated that we should have been presented that option immediately at the first meetingClearly, we never wereAs 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]
January 20, Dear Ms*** We apologize for the delay in responding to this letter as we did not receive the original letter sentAs a family-owned & operated business Washburn-McReavy takes these issues very seriously and when a family chooses Washburn-McReavy to make final
arrangements for a loved one, we make every effort to ensure their needs and expectations are well metOur records indicate the family of *** *** first came into our uptown location on Saturday, December Contrary to the statement by the family, they were able to speak with licensed funeral director, Heather ***, at that timeHeather gave them our general price list, went over casket options, and discussed the arrangement appointment that would take place the following dayOn Sunday, December 18, the family came in for the arrangement and met with funeral director, Scott ***During this arrangement, Scott explained the family could apply for county assistance or pay for the funeral themselvesIf county assistance is applied for Washburn-McReavy follows all applicable Hennepin County policies and procedures including the choice between only two caskets as the county will not use taxpayer’s dollars to pay for more than an $casketIt was explained to the family that Hennepin County could approve up to $2,depending on *** ***’s assets and the family could pay an additional $1,for a total of $4,The *** family had expressed the desire to choose their own casket and Scott told them they could certainly do this, but then would not be able to apply for county assistanceThe family decided to move forward with the application for county assistanceThis was filled out during the arrangement conference and submitted on Sunday, December to Hennepin CountyQuite frequently families want to apply for county assistance, but will not realize the assets may be too great to receive assistanceIn this case, a Lakewood Cemetery plot purchased by the family was an asset and the family received approval from Hennepin County for $on Wednesday, December Scott communicated this to the family and they decided to move forward with paying for the funeral on their own with the casket of their choice priced at $2,Scott was not able to attend the service, but Kelli ***, a licensed funeral director, directed the serviceKelli was fully informed regarding all service details and was thanked by the family at the end of the serviceWe appreciate you bringing these concerns to our attention, but do not feel a refund is warranted as Washburn-McReavy provided quality service to the *** family and will continue to strive to provide the highest level of satisfaction to all families and guests we serveSincerely, *** WMcReavy President
I am rejecting this response because:
I am concerned that you are not looking into
the correct file as my name is not Ms*** and according to our
records (which can be provided) and multiple witnesses, our initial visit was
on 12/16/During our meeting with Scott, he did NOT make us aware that the
cemetery plot would be consider an assetHe also didn’t make us aware that the
organization offered a $package that included a plotAlso during our
meeting, Scott told us our application was complete and submittedWe 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 processShe also made us aware that she communicated this
information to the Scott on Monday but he never made us awareWe were informed
that we HAD to pay for the funeral in full by 2pm 12/21/or we would need
to cancel the service that was schedule for 12/22/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 soAbout an hour after
paying in full and hours before the funeral, I received a call from Scott
saying that we received some assistanceAt the time, I communicated with Scott
that since we already paid for everything and since we had less than 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 speakIt’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 coverThe only options that we were presented were a $package that
could possibly qualify for assistance, that included everything BUT the plot or
completely paying in everything fullThe only reason we found out that there
was a $package including a plot is because the county representative
stated that we should have been presented that option immediately at the first
meetingClearly, we never wereAs 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/During our meeting with Scott, he did NOT make us aware that the cemetery plot would be consider an assetHe also didn’t make us aware that the organization offered a $package that included a plotAlso during our meeting, Scott told us our application was complete and submittedWe 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 processShe also made us aware that she communicated this information to the Scott on Monday but he never made us awareWe were informed that we HAD to pay for the funeral in full by 2pm 12/21/or we would need to cancel the service that was schedule for 12/22/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 soAbout an hour after paying in full and hours before the funeral, I received a call from Scott saying that we received some assistanceAt the time, I communicated with Scott that since we already paid for everything and since we had less than 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 speakIt’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 coverThe only options that we were presented were a $package that could possibly qualify for assistance, that included everything BUT the plot or completely paying in everything fullThe only reason we found out that there was a $package including a plot is because the county representative stated that we should have been presented that option immediately at the first meetingClearly, we never wereAs 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]
January 20, Dear Ms*** We apologize for the delay in responding to this letter as we did not receive the original letter sentAs a family-owned & operated business Washburn-McReavy takes these issues very seriously and when a family chooses Washburn-McReavy to make final
arrangements for a loved one, we make every effort to ensure their needs and expectations are well metOur records indicate the family of *** *** first came into our uptown location on Saturday, December Contrary to the statement by the family, they were able to speak with licensed funeral director, Heather ***, at that timeHeather gave them our general price list, went over casket options, and discussed the arrangement appointment that would take place the following dayOn Sunday, December 18, the family came in for the arrangement and met with funeral director, Scott ***During this arrangement, Scott explained the family could apply for county assistance or pay for the funeral themselvesIf county assistance is applied for Washburn-McReavy follows all applicable Hennepin County policies and procedures including the choice between only two caskets as the county will not use taxpayer’s dollars to pay for more than an $casketIt was explained to the family that Hennepin County could approve up to $2,depending on *** ***’s assets and the family could pay an additional $1,for a total of $4,The *** family had expressed the desire to choose their own casket and Scott told them they could certainly do this, but then would not be able to apply for county assistanceThe family decided to move forward with the application for county assistanceThis was filled out during the arrangement conference and submitted on Sunday, December to Hennepin CountyQuite frequently families want to apply for county assistance, but will not realize the assets may be too great to receive assistanceIn this case, a Lakewood Cemetery plot purchased by the family was an asset and the family received approval from Hennepin County for $on Wednesday, December Scott communicated this to the family and they decided to move forward with paying for the funeral on their own with the casket of their choice priced at $2,Scott was not able to attend the service, but Kelli ***, a licensed funeral director, directed the serviceKelli was fully informed regarding all service details and was thanked by the family at the end of the serviceWe appreciate you bringing these concerns to our attention, but do not feel a refund is warranted as Washburn-McReavy provided quality service to the *** family and will continue to strive to provide the highest level of satisfaction to all families and guests we serveSincerely, *** WMcReavy President
I am rejecting this response because:
I am concerned that you are not looking into
the correct file as my name is not Ms*** and according to our
records (which can be provided) and multiple witnesses, our initial visit was
on 12/16/During our meeting with Scott, he did NOT make us aware that the
cemetery plot would be consider an assetHe also didn’t make us aware that the
organization offered a $package that included a plotAlso during our
meeting, Scott told us our application was complete and submittedWe 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 processShe also made us aware that she communicated this
information to the Scott on Monday but he never made us awareWe were informed
that we HAD to pay for the funeral in full by 2pm 12/21/or we would need
to cancel the service that was schedule for 12/22/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 soAbout an hour after
paying in full and hours before the funeral, I received a call from Scott
saying that we received some assistanceAt the time, I communicated with Scott
that since we already paid for everything and since we had less than 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 speakIt’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 coverThe only options that we were presented were a $package that
could possibly qualify for assistance, that included everything BUT the plot or
completely paying in everything fullThe only reason we found out that there
was a $package including a plot is because the county representative
stated that we should have been presented that option immediately at the first
meetingClearly, we never wereAs 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
*** ***