March Funeral Homes of Virginia, Inc.

Review: I requested an itemized billing of my father's account in the name of [redacted]. deceased October 2008. I requested that the information be sent to me in my name and at my current address to file a VA claim for benefits as the surviving child. The information I requested was sent with the wrong name and address. I have been to the Funeral Home three times to have this corrected. I was lied to and denied the information I requested in the form I requested it be sent. I have contacted the corporate office in Baltimore Maryland at [redacted] and their employee answering the phone was rude and condescending to my inquiry as to why the General Manager had not contacted me as requested. This company is very unprofessional and the staff is dismissive and uncooperative.Desired Settlement: I require that I received an itemized copy of all charges for my fathers account sent to me in my name and at my address as originally requested 60 days ago. I have a pending VA claim that cannot be processed because this document is need asap. I also require a written apology from the corporate office for my time and having to go to their office in Richmond three times to get this information.

Business

Response:

Dear [redacted],

In response to the following:

1. Your request for documentation of expenses for services rendered for your father, [redacted], **, who passed away on October 3,2008.

2. Your request to alter the documentation by putting your name on the contract and removing your sister, [redacted].

3. Your complaint filed with the Revdex.com in Richmond, Virginia, on January 9, 2014.

Request for documentation. As explained to you by our Operations Manager, [redacted], and myself as Administrator, we will gladly provide you with the information requested. However, since the person who signed the contract for services, [redacted], is now deceased, you must provide documentation authorizing you act on behalf of [redacted] estate.

Request to alter the documentation. Unfortunately, even once you obtain authorization for us to release the information; we will have to give it to you "as is". We are unable to accommodate this request.

Rude and discourteous staff. Your complaint also mentions the rude and discourteous service you received from our staff, for which I sincerely apologize. We understand the sensitivities involved in the services we provide and train our staff to respond accordingly. If this was not your experience, please know it is not our policy or practice and we have addressed this with our staff.

[redacted], we are sorry we are unable to accommodate your requests with more expediency; however, by adhering to laws and policies, we are only trying to protect both the privacy of customers and the integrity of our company.

Once you have obtained the necessary documentation, we will provide you with the information immediately. If we can assist you further in this process please let us know.

Sincerely,

[redacted], Administrator

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My request was for an itemized billing with my name as the addressee, March Funeral Home a bill that had my sister, [redacted] as the addressee, this is not acceptable for my VA claim as the claim is in my name and the document has to have my name and address on it to be processed properly. I never asked them to produce the contract that my sister signed and they have given me the run around for over two months. I now feel that the reason they do not want to cooperate is due to some impropriety in the billing or in my father's insurance policy which was used to pay the bill. I plan to contact the insurance carrier for my father and the Virginia Board of Funeral Home Directors to file a claim against March Funeral Homes and to have the company investigated.

Regards,