Pope Funeral Homes

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:  The company continues to brag and boast about how many years that they have been in business however they are failing to produce the survelliance tapes that they have in their facility to show their staff being disrespectful to me and sharing my private information without my consent.  The business want you to believe that it was me and the tapes will show that they violated my privacy rights and they were rude and nasty towards me.  I have witness that was with me and saw the whole thing.  If those survelliance tapes are working then lets review them.  Again, they do not want to take responsibility for what they did.  1) Violated my privacy, I saw with my own eyes, and 2) rude and nasty service, and I stand by it.  Management is trying to cover up for the employee...what is the purpose of survelliance tapes if you can't review them.Regards,[redacted]

July 8, 2014
Dear [redacted],The complaint of which you sent has been reviewed and does not go without a response, The service of which you have referred to was for [redacted] whom we received a call from his daughter [redacted]. He had passed away in his home and...

we did respond to his residence to pick him up. It was a few days later that we met with [redacted] to discuss the events of her fathers arrangements. We had completed the contract and she was satisfied with her choice of services. It was maybe a day later that she called me to tell me of her fiancial circumstances and that she need assistance before going forward. I assured her that myself and the company would work with her as best we could to aid her in her time of need.[redacted] returned to the office and in my absence, she spoke to another member of our staff and the conversation got somewhat loud in our lobby area where there were other families which had come to us for service. Our staff had to aske her repeatedly to lower her voice so as not to disturb the other families in there moment of grief. She refused and had to be escorted to a private office. She had accused our staff of divulging private info from her file and after a thourough investigating of this matter We found that not to be true. There are several witness to this matter and statements to vouch for the privacy of important; items which hold sacred.
We have been in business since 1920 and do not take litely the trust that our client place in us. As for the discipline of staff, we have our own internal means of correcting any founded wrong-doings of our staff. We do not feel it any other agency nor persons business as to how we handle our staff.
In closing, let me say that we have found no wrong-doing of any of our staff concerning this matter of which you have forward to our office. We do hold any and all complaints in high regard, as they simply are the measld. to improve internal procedures of our company. We also feel that we did our very best to assist [redacted] in her families time of need. Should there be any further issues concerning this case please feel free to contact our office at the number listed above.Respectfully
Yours,
Keith S
General Manager

Review: On April 17, 2014, my father passed away and Pope Funeral Home was called to pick up the body.

On April 18, 2014, I met with Keith S[redacted] from Pope Funeral Home to make arrangements.

On April 22, 2014, I was informed by pope that the insurance information that I submitted was not valid. At this time a payment arrangement was set up and agreed too of $1,095.00.

On April 25, 2014, I met with Ms. Y[redacted] of the funeral home who changed the arrangements due to some insurance policies that were found after the prior arrangement. At this time Mrs. Y[redacted] started getting nasty with me and rude. I asked that Mr. S[redacted] give me a call and he never did. I ended up calling him.

On April 28, 2014, I went to the funeral home to get matters straight and Ms. Y[redacted] was in a meeting with my sister who had nothing to do with any arrangements or any plans, and Ms. Y[redacted] was sharing my information with my sister, I heard her verbally say my name and I visibly saw all my documents laid out on Ms. Y[redacted]'s desk with my sister.

An argument pursues between myself and Ms. Y[redacted], and Ms. Y[redacted] refused to go get her superior and kept arguing with me. I asked why are you sharing my personal information with someone who walked off the streets and told you they were related to me when you did not have authorization from me. My social security number is on the documents, my address, my phone number and other information that my sister did not have.

With all of the identity theft going on I asked again,m why would you share my personal information with someone that was not authorized by me. Ms. Y[redacted] lied and said she didn't but I asked Mr. S[redacted] to review the tape of the cameras because the whole facility is under survellance, the staff refused to do so.

The tape will show you what went on and who did what but they refused to review the tape because it will show Ms. Y[redacted] violating my privacy and being nasty with me on the camera.

The arrangement of $1,095.00 should have been kept. My personal information should not have been exposed to anyone without my permission, and I should not have had to argue during my time of grief at a funeral home.

Pope Funeral did nothing with Ms. Y[redacted] and her behavior but uphold her in it and this was explained to me in a letter from the vice president of the company Larry S[redacted] who was also rude and nasty to me on the phone.

I had a witness with me who saw everything along with their own cameras.Desired Settlement: I would like to know that 1) Ms. Y[redacted] has been reprimanded for real, 2) review of the camera's 3) a gurantee that my private information has and will be kept private.

Business

Response:

July 8, 2014Dear [redacted],The complaint of which you sent has been reviewed and does not go without a response, The service of which you have referred to was for [redacted] whom we received a call from his daughter [redacted]. He had passed away in his home and we did respond to his residence to pick him up. It was a few days later that we met with [redacted] to discuss the events of her fathers arrangements. We had completed the contract and she was satisfied with her choice of services. It was maybe a day later that she called me to tell me of her fiancial circumstances and that she need assistance before going forward. I assured her that myself and the company would work with her as best we could to aid her in her time of need.[redacted] returned to the office and in my absence, she spoke to another member of our staff and the conversation got somewhat loud in our lobby area where there were other families which had come to us for service. Our staff had to aske her repeatedly to lower her voice so as not to disturb the other families in there moment of grief. She refused and had to be escorted to a private office. She had accused our staff of divulging private info from her file and after a thourough investigating of this matter We found that not to be true. There are several witness to this matter and statements to vouch for the privacy of important; items which hold sacred.We have been in business since 1920 and do not take litely the trust that our client place in us. As for the discipline of staff, we have our own internal means of correcting any founded wrong-doings of our staff. We do not feel it any other agency nor persons business as to how we handle our staff.In closing, let me say that we have found no wrong-doing of any of our staff concerning this matter of which you have forward to our office. We do hold any and all complaints in high regard, as they simply are the measld. to improve internal procedures of our company. We also feel that we did our very best to assist [redacted] in her families time of need. Should there be any further issues concerning this case please feel free to contact our office at the number listed above.Respectfully

Yours,Keith SGeneral Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: The company continues to brag and boast about how many years that they have been in business however they are failing to produce the survelliance tapes that they have in their facility to show their staff being disrespectful to me and sharing my private information without my consent. The business want you to believe that it was me and the tapes will show that they violated my privacy rights and they were rude and nasty towards me. I have witness that was with me and saw the whole thing. If those survelliance tapes are working then lets review them. Again, they do not want to take responsibility for what they did. 1) Violated my privacy, I saw with my own eyes, and 2) rude and nasty service, and I stand by it. Management is trying to cover up for the employee...what is the purpose of survelliance tapes if you can't review them.Regards,[redacted]

Review: I have been trying to get a $75.00 refund on an overpayment for funeral expenses since March 18, 2013. On March 18th, May 7th, and May 30th, I spoke with [redacted], Funeral Director, regarding the status of the refund of the overpayment for my loved one's funeral expenses. On each of those occasions he told me he would check on the status and would get back to me. **. [redacted] failed to get back to me. On July 12, 2013, I faxed a written inquiry to **. [redacted] regarding the status of the refund check. To date, I have not heard back from him or any representative of the business.Desired Settlement: By way of a signed statement, Pope Funeral Home has acknowledged that an overpayment has occurred. Therefore, I expect to receive a refund.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,