See attached.[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.] Dear Ms, [redacted] , Per our conversation on this day, I was able to reach Mr [redacted] (brother of decedent) this afternoon at approxpmI explained the complaint filed by his niece Ms [redacted] ***, he was not aware a complaint was filed I asked about the service held in [redacted] and he said, "All went well"I told him I had called his sister in law Ms [redacted] (wife of the decedent) however she has not returned my callsI also asked if he felt that Ms [redacted] would want the option of purchasing the cremation glass art, since it holds her husbands cremated remains and if receiving a call from me would not be to upsettingHe replied it would be best to call herI thanked him and placed the call, however she did not answer Ms [redacted] was aware of the time involved, she said there was no hurry; we could not stop the process once startedThe cremation glass is beautifulWe would like to hear from Ms [redacted] or Ms [redacted] as to the disposition of the cremation glass art orderedOur family was honored to provide the services requested, there was no intent to defraud or take advantage of a family needing funeral servicesWe are here to serve, the cremated remains belong to Ms[redacted] , however we feel that the amount spent to produce the cremation glass art should be paid since it was completed If any questions please feel free to call me at [redacted] [redacted] ?January 31, On December10, [redacted] walked into the Northeast location around 3;pm to purchase an urn for her father [redacted] , I showed Mrs [redacted] the selection of urns we have on display and Mrs [redacted] picked up the Crescent catalogin which the funeral home provides as an alternate for urns and special keepsakes for cremainsMrs [redacted] and myself sat on the sofa in the lobby as Mrs [redacted] browsed through the catalog and decided to purchase the glass art pendant as a surprise for her mother and a sphere glass art for herselfMrs*** mentioned that the thought of wearing her father around her neck was "a little too much for her and maybe my husband, but not my father." After sometime of thinking whether Mrs [redacted] should buy the pendant as a surprise for her mother, Mrs [redacted] picked out a color for the pendant and for the sphere and gave me her credit card which was a MastercardI ran the credit card/or $470,at 16:pm Mrs [redacted] said she was not in a rush to receive the items due to going out of town for a weekOn December 19, Mrs [redacted] walked into the same location (Northeast office) around 10:amMrs [redacted] had asked her glass art was ready and I told Mrs [redacted] that the glass art had not come in yetAt that moment Mrs: [redacted] handed me her Mastercard and said "I want my money back." I asked Mrs***, "are you sure?" and Mrs [redacted] insisted that she get a refund and said she was not going to wait long for the itemsI ran Mrs***s credit cardfor the refund at 10:am and no sooner after signing the receipt Mrs [redacted] was out the door of our Funeral HomeOn January 18, 2024, I called Mrs [redacted] at 11:am and left a voice mail message for her that the glass art was in our officeI have not heard back from Mrs [redacted] since the day she asked for her money back [redacted] Services of [redacted] November 26, Received phone call from [redacted] , said his brother, [redacted] was very ill and would probably pass away that dayWe discussed the cremation process and prices, Mr [redacted] requested that cremation forms be email to himForms emailed that day at 1:PM, November 26, Mr [redacted] had called and reached the South Flores location to tell us that he was on his was way to pick up the formsI later arrived at South Flores, was informed that Mr*** [redacted] had passed way, at his residence, and that that [redacted] was on his way to the South Flores location, At that particular time we were not sure if Mr [redacted] was aware that his brother, [redacted] had passed awayInstead of leaving to the residence, I waited for [redacted] to arriveOnce at South Flores we spoke in privacy and learned that [redacted] knew of his brothers passing [redacted] wanted to review the forms and asked if he could make most of the arrangements and have his sister-in-law, [redacted] , wife of [redacted] , sign the cremation authorization at her house After making the arrangements, [redacted] , paid the contracted price of $with his credit card while in our officeWe, [redacted] and I, proceeded to the residence to make the removal We arrived at the residence at 3:PM and met family members that included Mrs [redacted] , and [redacted] , ***' daughter, One hospice staff member was also at the residence and Mr [redacted] arrived shortly afterAfter placing Mr [redacted] into our care, I spoke with Mrs [redacted] , explained the process for obtaining cremation permits, and had her sign the cremation authorization I did explain that the cremation may not take place for some time due to the upcoming Thanksgiving holiday and weekendShe understood and said she was not in a rush to receive his remainsWe departed the residence at 4:PM [redacted] Funeral Director ###-###-####
Complaint: [redacted] I am rejecting this response because: I was promised goods/services that were not made available in a timely manner, as promised I must say I do not feel they attempted to defraud the family in any way regarding to my father's cremationWe said that we understood the delay with the holidays and we very understandingHowever, they stated his cremains would ready no later that the end of next week (Fri Dec 06) I included that in my original complaint because I did not want to omit anything in regards to the complaintI am aware Ms [redacted] asked Puentes several times about my father's cremainsShe came home everyday asking if the funeral home calledI believe when she spoke to someone on Thursday Dec 05, she was told "they will call when the cremains were ready for pick-up" No one called Friday to make us aware his cremains were ready (as stated in their rebuttal his cremains were available to me) In fact, no one called Monday eitherSo, I personally went to the funeral home to inquire [redacted] said his cremains were still not availableShe then went to "double check" and came out of the office and apologized, then handed me the bag containing my father's cremains requested a signature and then handed me the envelope of death certificates I probably shouldn't have included that information in the original complaint, because although it is related, it has no direct bearing on the $being disputedIt was, however a show of poor communication by Puentes This is my best analogy of the situation at hand: If I hired a caterer for my wedding and they did everything they said (food, beverage, staff) and did not bring my cake until a week later would I still be responsible for the cost of the cake? They baker made it, we can now eat it, but the wedding is already over, do I accept and pay for the cake? NoThis is the exact same situation except now it is death related I know my family was pleased with the outcome, however, I was not, because I was not able to perform the services as planned because (again) I did not have the glass urn/keepsakeI am sure they are beautiful, but that is not the pointThe point is, they had an internal miscommunication and FAILED TO DELIVER AS PROMISED As stated in their rebuttal, I did in fact say "no hurry...as long as I have it before I leave town" I can NOT reenact my father's services, and therefore no longer need the items that were NOT DELIVERED in the 3-days AS PROMISEDWhen I was at the funeral home I asked how long it would take to make those particular items [redacted] went into the office, & called someone (I do not know who) about the glass & she then told me it would only take 3-days, I then placed my order It is not my responsibility as a consumer to double check her informationIf she was given the wrong information, that is the responsibility of Puentes, not mine It seems very obvious to me, that the staff at Puentes have major communication issues 1.) stating the glass urn/keepsake would be ready in 3-days 2.) not informing me when they discovered the glass urn/keepsake would not be ready in time 3.) the issuance of a refund followed by cancellation of that refund I even asked "when did you find out about the delay" Her reply " Oh, that day!" That is when I said "well, since I don't have it, I want a refundSomeone should have called me, so I would have knownNow I have to make other arrangements and we are leaving town at 1:today" She apologized and took my card for the refundI still have the receiptI feel as though Puentes is attempting to cover up the lack of knowledge and miscommunication regarding their specialty products Regarding my family, I did not involve my family in my dispute because it just that, MY dispute I also have not told my family that I am ill, my Mercedes needs an oil change or that my dog eats poop This complaint is based entirely on the retail sale and refund of the glass urn/keepsake that was not available for pick up as promisedThere was a major miscommunication regarding the time frame of productionThey simply failed Regards, [redacted] ***
We did refund the full amount of $to Ms***
Both Mr*** (brother and the person that made and paid for funeral arrangements) and Mrs*** (decedents wife) stated there were no problems and were satisfied with the services provided
Complaint: [redacted]
I am rejecting this response because: I was promised goods/services that were not made available in a timely manner, as promised.
I must say I do not feel they attempted to defraud the family in any way regarding to my father's cremation. We said that we understood the delay with the holidays and we very understanding. However, they stated his cremains would ready no later that the end of next week (Fri Dec 06) I included that in my original complaint because I did not want to omit anything in regards to the complaint. I am aware Ms. [redacted] asked Puentes several times about my father's cremains. She came home everyday asking if the funeral home called. I believe when she spoke to someone on Thursday Dec 05, she was told "they will call when the cremains were ready for pick-up" No one called Friday to make us aware his cremains were ready (as stated in their rebuttal his cremains were available to me) In fact, no one called Monday either. So, I personally went to the funeral home to inquire. [redacted] said his cremains were still not available. She then went to "double check" and came out of the office and apologized, then handed me the bag containing my father's cremains requested a signature and then handed me the envelope of death certificates. I probably shouldn't have included that information in the original complaint, because although it is related, it has no direct bearing on the $470.00 being disputed. It was, however a show of poor communication by Puentes.
This is my best analogy of the situation at hand: If I hired a caterer for my wedding and they did everything they said (food, beverage, staff) and did not bring my cake until a week later would I still be responsible for the cost of the cake? They baker made it, we can now eat it, but the wedding is already over, do I accept and pay for the cake? No. This is the exact same situation except now it is death related. I know my family was pleased with the outcome, however, I was not, because I was not able to perform the services as planned because (again) I did not have the glass urn/keepsake. I am sure they are beautiful, but that is not the point. The point is, they had an internal miscommunication and FAILED TO DELIVER AS PROMISED.
As stated in their rebuttal, I did in fact say "no hurry...as long as I have it before I leave town" I can NOT reenact my father's services, and therefore no longer need the items that were NOT DELIVERED in the 3-5 days AS PROMISED. When I was at the funeral home I asked how long it would take to make those particular items. [redacted] went into the office, & called someone (I do not know who) about the glass & she then told me it would only take 3-5 days, I then placed my order. It is not my responsibility as a consumer to double check her information. If she was given the wrong information, that is the responsibility of Puentes, not mine.. It seems very obvious to me, that the staff at Puentes have major communication issues.
1.) stating the glass urn/keepsake would be ready in 3-5 days
2.) not informing me when they discovered the glass urn/keepsake would not be ready in time
3.) the issuance of a refund followed by cancellation of that refund
I even asked "when did you find out about the delay" Her reply " Oh, that day!" That is when I said "well, since I don't have it, I want a refund. Someone should have called me, so I would have known. Now I have to make other arrangements and we are leaving town at 1:00 today" She apologized and took my card for the refund. I still have the receipt. I feel as though Puentes is attempting to cover up the lack of knowledge and miscommunication regarding their specialty products.
Regarding my family, I did not involve my family in my dispute because it just that, MY dispute.. I also have not told my family that I am ill, my Mercedes needs an oil change or that my dog eats poop.
This complaint is based entirely on the retail sale and refund of the glass urn/keepsake that was not available for pick up as promised. There was a major miscommunication regarding the time frame of production. They simply failed.
Regards,
[redacted]
See attached.[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.]
Dear Ms, [redacted],
Per our conversation on this day, I was able to reach Mr. [redacted] (brother of decedent)...
this afternoon at approx. 24.15 pm. I explained the complaint filed by his niece Ms. [redacted], he was not aware a complaint was filed.
I asked about the service held in [redacted] and he said, "All went well". I told him I had called his sister in law Ms. [redacted] (wife of the decedent) however she has not returned my calls. I also asked if he felt that Ms. [redacted] would want the option of purchasing the cremation glass art, since it holds her husbands cremated remains and if receiving a call from me would not be to upsetting. He replied it would be best to call her. I thanked him and placed the call, however she did not answer.
Ms. [redacted] was aware of the time involved, she said there was no hurry; we could not stop the process once started. The cremation glass is beautiful. We would like to hear from Ms. [redacted] or Ms. [redacted] as to the disposition of the cremation glass art ordered. Our family was honored to provide the services requested, there was no intent to defraud or take advantage of a family needing
funeral services. We are here to serve, the cremated remains belong to Ms.[redacted], however we feel that the amount spent to produce the cremation glass art should be paid since it was completed.
If any questions please
feel free to call me at [redacted].
[redacted]
?January 31, 2014
On December. 10, 2013 [redacted] walked into the Northeast location around 3;45 pm to purchase an urn for her father [redacted], I showed Mrs. [redacted] the selection of urns we have on display and Mrs. [redacted] picked up the Crescent catalog. in which the funeral home provides as an alternate for urns and special keepsakes for cremains. Mrs. [redacted] and myself sat on the sofa in the lobby as Mrs. [redacted] browsed through the catalog and decided to purchase the glass art pendant as a surprise for her mother and a sphere glass art for herself. Mrs. [redacted] mentioned that the thought of wearing her father around her neck was "a little too much for her and maybe my husband, but not my father." After sometime of thinking whether Mrs. [redacted] should buy the pendant as a surprise for her mother, Mrs. [redacted] picked out a color for the pendant and for the sphere and gave me her credit card which was a Mastercard. I ran the credit card/or $470,00 at 16:22 pm Mrs. [redacted] said she was not in a rush to receive the items due to going out of town for a week. On December 19, 2013 Mrs. [redacted] walked into the same location (Northeast office) around 10:30 am. Mrs. [redacted] had asked her glass art was ready and I told Mrs. [redacted] that the glass art had not come in yet. At that moment Mrs: [redacted] handed me her Mastercard and said "I want my money back." I asked Mrs. [redacted], "are you sure?" and Mrs. [redacted] insisted that she get a refund and said she was not going to wait long for the items. I ran Mrs. [redacted]s credit cardfor the refund at 10:38 am and no sooner after signing the receipt Mrs. [redacted] was out the door of our Funeral Home. On January 18, 2024, I called Mrs. [redacted] at 11:38 am and left a voice mail message for her that the glass art was in our office. I have not heard back from Mrs. [redacted] since the day she asked for her money back.
[redacted]
Services of [redacted]
November 26, 2013
Received phone call from [redacted], said his brother, [redacted] was very ill and would probably pass away that day. We discussed the cremation process and prices, Mr. [redacted] requested that cremation forms be email to him. Forms emailed that day at 1:13 PM, November 26, 2013 Mr. [redacted] had called and reached the South Flores location to tell us that he was on his was way to pick up the forms. I later arrived at South Flores, was informed that Mr. [redacted] had passed way, at his residence, and that that [redacted] was
on his way to the South Flores location, At that particular time we were not sure if Mr. [redacted] was aware that his brother, [redacted] had passed away. Instead of leaving to the residence, I waited for [redacted] to arrive. Once at South Flores we spoke in privacy and learned that [redacted] knew of his brothers passing. [redacted] wanted to review the forms and asked if he could make
most of the arrangements and have his sister-in-law, [redacted], wife of [redacted], sign the cremation authorization at her house.
After making the arrangements, [redacted], paid the contracted price of $910.00 with his credit card while in our office. We, [redacted] and I, proceeded to the residence to make the removal.
We arrived at the residence at 3:50 PM and met 4 family members that included Mrs. [redacted], and [redacted], [redacted]' daughter, One hospice staff member was also at the residence and Mr. [redacted] arrived shortly after. After placing Mr. [redacted] into our care, I spoke with Mrs. [redacted], explained the process for obtaining cremation permits, and had her sign the cremation authorization.
I did explain that the cremation may not take place for some time due to the upcoming Thanksgiving holiday and weekend. She understood and said she was not in a rush to receive his remains. We departed the residence at 4:17 PM.
[redacted]
[redacted]
Funeral Director
###-###-####
See attached.[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.] Dear Ms, [redacted] , Per our conversation on this day, I was able to reach Mr [redacted] (brother of decedent) this afternoon at approxpmI explained the complaint filed by his niece Ms [redacted] ***, he was not aware a complaint was filed I asked about the service held in [redacted] and he said, "All went well"I told him I had called his sister in law Ms [redacted] (wife of the decedent) however she has not returned my callsI also asked if he felt that Ms [redacted] would want the option of purchasing the cremation glass art, since it holds her husbands cremated remains and if receiving a call from me would not be to upsettingHe replied it would be best to call herI thanked him and placed the call, however she did not answer Ms [redacted] was aware of the time involved, she said there was no hurry; we could not stop the process once startedThe cremation glass is beautifulWe would like to hear from Ms [redacted] or Ms [redacted] as to the disposition of the cremation glass art orderedOur family was honored to provide the services requested, there was no intent to defraud or take advantage of a family needing funeral servicesWe are here to serve, the cremated remains belong to Ms[redacted] , however we feel that the amount spent to produce the cremation glass art should be paid since it was completed If any questions please feel free to call me at [redacted] [redacted] ?January 31, On December10, [redacted] walked into the Northeast location around 3;pm to purchase an urn for her father [redacted] , I showed Mrs [redacted] the selection of urns we have on display and Mrs [redacted] picked up the Crescent catalogin which the funeral home provides as an alternate for urns and special keepsakes for cremainsMrs [redacted] and myself sat on the sofa in the lobby as Mrs [redacted] browsed through the catalog and decided to purchase the glass art pendant as a surprise for her mother and a sphere glass art for herselfMrs*** mentioned that the thought of wearing her father around her neck was "a little too much for her and maybe my husband, but not my father." After sometime of thinking whether Mrs [redacted] should buy the pendant as a surprise for her mother, Mrs [redacted] picked out a color for the pendant and for the sphere and gave me her credit card which was a MastercardI ran the credit card/or $470,at 16:pm Mrs [redacted] said she was not in a rush to receive the items due to going out of town for a weekOn December 19, Mrs [redacted] walked into the same location (Northeast office) around 10:amMrs [redacted] had asked her glass art was ready and I told Mrs [redacted] that the glass art had not come in yetAt that moment Mrs: [redacted] handed me her Mastercard and said "I want my money back." I asked Mrs***, "are you sure?" and Mrs [redacted] insisted that she get a refund and said she was not going to wait long for the itemsI ran Mrs***s credit cardfor the refund at 10:am and no sooner after signing the receipt Mrs [redacted] was out the door of our Funeral HomeOn January 18, 2024, I called Mrs [redacted] at 11:am and left a voice mail message for her that the glass art was in our officeI have not heard back from Mrs [redacted] since the day she asked for her money back [redacted] Services of [redacted] November 26, Received phone call from [redacted] , said his brother, [redacted] was very ill and would probably pass away that dayWe discussed the cremation process and prices, Mr [redacted] requested that cremation forms be email to himForms emailed that day at 1:PM, November 26, Mr [redacted] had called and reached the South Flores location to tell us that he was on his was way to pick up the formsI later arrived at South Flores, was informed that Mr*** [redacted] had passed way, at his residence, and that that [redacted] was on his way to the South Flores location, At that particular time we were not sure if Mr [redacted] was aware that his brother, [redacted] had passed awayInstead of leaving to the residence, I waited for [redacted] to arriveOnce at South Flores we spoke in privacy and learned that [redacted] knew of his brothers passing [redacted] wanted to review the forms and asked if he could make most of the arrangements and have his sister-in-law, [redacted] , wife of [redacted] , sign the cremation authorization at her house After making the arrangements, [redacted] , paid the contracted price of $with his credit card while in our officeWe, [redacted] and I, proceeded to the residence to make the removal We arrived at the residence at 3:PM and met family members that included Mrs [redacted] , and [redacted] , ***' daughter, One hospice staff member was also at the residence and Mr [redacted] arrived shortly afterAfter placing Mr [redacted] into our care, I spoke with Mrs [redacted] , explained the process for obtaining cremation permits, and had her sign the cremation authorization I did explain that the cremation may not take place for some time due to the upcoming Thanksgiving holiday and weekendShe understood and said she was not in a rush to receive his remainsWe departed the residence at 4:PM [redacted] Funeral Director ###-###-####
Complaint: [redacted] I am rejecting this response because: I was promised goods/services that were not made available in a timely manner, as promised I must say I do not feel they attempted to defraud the family in any way regarding to my father's cremationWe said that we understood the delay with the holidays and we very understandingHowever, they stated his cremains would ready no later that the end of next week (Fri Dec 06) I included that in my original complaint because I did not want to omit anything in regards to the complaintI am aware Ms [redacted] asked Puentes several times about my father's cremainsShe came home everyday asking if the funeral home calledI believe when she spoke to someone on Thursday Dec 05, she was told "they will call when the cremains were ready for pick-up" No one called Friday to make us aware his cremains were ready (as stated in their rebuttal his cremains were available to me) In fact, no one called Monday eitherSo, I personally went to the funeral home to inquire [redacted] said his cremains were still not availableShe then went to "double check" and came out of the office and apologized, then handed me the bag containing my father's cremains requested a signature and then handed me the envelope of death certificates I probably shouldn't have included that information in the original complaint, because although it is related, it has no direct bearing on the $being disputedIt was, however a show of poor communication by Puentes This is my best analogy of the situation at hand: If I hired a caterer for my wedding and they did everything they said (food, beverage, staff) and did not bring my cake until a week later would I still be responsible for the cost of the cake? They baker made it, we can now eat it, but the wedding is already over, do I accept and pay for the cake? NoThis is the exact same situation except now it is death related I know my family was pleased with the outcome, however, I was not, because I was not able to perform the services as planned because (again) I did not have the glass urn/keepsakeI am sure they are beautiful, but that is not the pointThe point is, they had an internal miscommunication and FAILED TO DELIVER AS PROMISED As stated in their rebuttal, I did in fact say "no hurry...as long as I have it before I leave town" I can NOT reenact my father's services, and therefore no longer need the items that were NOT DELIVERED in the 3-days AS PROMISEDWhen I was at the funeral home I asked how long it would take to make those particular items [redacted] went into the office, & called someone (I do not know who) about the glass & she then told me it would only take 3-days, I then placed my order It is not my responsibility as a consumer to double check her informationIf she was given the wrong information, that is the responsibility of Puentes, not mine It seems very obvious to me, that the staff at Puentes have major communication issues 1.) stating the glass urn/keepsake would be ready in 3-days 2.) not informing me when they discovered the glass urn/keepsake would not be ready in time 3.) the issuance of a refund followed by cancellation of that refund I even asked "when did you find out about the delay" Her reply " Oh, that day!" That is when I said "well, since I don't have it, I want a refundSomeone should have called me, so I would have knownNow I have to make other arrangements and we are leaving town at 1:today" She apologized and took my card for the refundI still have the receiptI feel as though Puentes is attempting to cover up the lack of knowledge and miscommunication regarding their specialty products Regarding my family, I did not involve my family in my dispute because it just that, MY dispute I also have not told my family that I am ill, my Mercedes needs an oil change or that my dog eats poop This complaint is based entirely on the retail sale and refund of the glass urn/keepsake that was not available for pick up as promisedThere was a major miscommunication regarding the time frame of productionThey simply failed Regards, [redacted] ***
We did refund the full amount of $to Ms***
Both Mr*** (brother and the person that made and paid for funeral arrangements) and Mrs*** (decedents wife) stated there were no problems and were satisfied with the services provided
Complaint: [redacted]
I am rejecting this response because: I was promised goods/services that were not made available in a timely manner, as promised.
I must say I do not feel they attempted to defraud the family in any way regarding to my father's cremation. We said that we understood the delay with the holidays and we very understanding. However, they stated his cremains would ready no later that the end of next week (Fri Dec 06) I included that in my original complaint because I did not want to omit anything in regards to the complaint. I am aware Ms. [redacted] asked Puentes several times about my father's cremains. She came home everyday asking if the funeral home called. I believe when she spoke to someone on Thursday Dec 05, she was told "they will call when the cremains were ready for pick-up" No one called Friday to make us aware his cremains were ready (as stated in their rebuttal his cremains were available to me) In fact, no one called Monday either. So, I personally went to the funeral home to inquire. [redacted] said his cremains were still not available. She then went to "double check" and came out of the office and apologized, then handed me the bag containing my father's cremains requested a signature and then handed me the envelope of death certificates. I probably shouldn't have included that information in the original complaint, because although it is related, it has no direct bearing on the $470.00 being disputed. It was, however a show of poor communication by Puentes.
This is my best analogy of the situation at hand: If I hired a caterer for my wedding and they did everything they said (food, beverage, staff) and did not bring my cake until a week later would I still be responsible for the cost of the cake? They baker made it, we can now eat it, but the wedding is already over, do I accept and pay for the cake? No. This is the exact same situation except now it is death related. I know my family was pleased with the outcome, however, I was not, because I was not able to perform the services as planned because (again) I did not have the glass urn/keepsake. I am sure they are beautiful, but that is not the point. The point is, they had an internal miscommunication and FAILED TO DELIVER AS PROMISED.
As stated in their rebuttal, I did in fact say "no hurry...as long as I have it before I leave town" I can NOT reenact my father's services, and therefore no longer need the items that were NOT DELIVERED in the 3-5 days AS PROMISED. When I was at the funeral home I asked how long it would take to make those particular items. [redacted] went into the office, & called someone (I do not know who) about the glass & she then told me it would only take 3-5 days, I then placed my order. It is not my responsibility as a consumer to double check her information. If she was given the wrong information, that is the responsibility of Puentes, not mine.. It seems very obvious to me, that the staff at Puentes have major communication issues.
1.) stating the glass urn/keepsake would be ready in 3-5 days
2.) not informing me when they discovered the glass urn/keepsake would not be ready in time
3.) the issuance of a refund followed by cancellation of that refund
I even asked "when did you find out about the delay" Her reply " Oh, that day!" That is when I said "well, since I don't have it, I want a refund. Someone should have called me, so I would have known. Now I have to make other arrangements and we are leaving town at 1:00 today" She apologized and took my card for the refund. I still have the receipt. I feel as though Puentes is attempting to cover up the lack of knowledge and miscommunication regarding their specialty products.
Regarding my family, I did not involve my family in my dispute because it just that, MY dispute.. I also have not told my family that I am ill, my Mercedes needs an oil change or that my dog eats poop.
This complaint is based entirely on the retail sale and refund of the glass urn/keepsake that was not available for pick up as promised. There was a major miscommunication regarding the time frame of production. They simply failed.
Regards,
[redacted]
See attached.[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.]
Dear Ms, [redacted],
Per our conversation on this day, I was able to reach Mr. [redacted] (brother of decedent)...
this afternoon at approx. 24.15 pm. I explained the complaint filed by his niece Ms. [redacted], he was not aware a complaint was filed.
I asked about the service held in [redacted] and he said, "All went well". I told him I had called his sister in law Ms. [redacted] (wife of the decedent) however she has not returned my calls. I also asked if he felt that Ms. [redacted] would want the option of purchasing the cremation glass art, since it holds her husbands cremated remains and if receiving a call from me would not be to upsetting. He replied it would be best to call her. I thanked him and placed the call, however she did not answer.
Ms. [redacted] was aware of the time involved, she said there was no hurry; we could not stop the process once started. The cremation glass is beautiful. We would like to hear from Ms. [redacted] or Ms. [redacted] as to the disposition of the cremation glass art ordered. Our family was honored to provide the services requested, there was no intent to defraud or take advantage of a family needing
funeral services. We are here to serve, the cremated remains belong to Ms.[redacted], however we feel that the amount spent to produce the cremation glass art should be paid since it was completed.
If any questions please
feel free to call me at [redacted].
[redacted]
?January 31, 2014
On December. 10, 2013 [redacted] walked into the Northeast location around 3;45 pm to purchase an urn for her father [redacted], I showed Mrs. [redacted] the selection of urns we have on display and Mrs. [redacted] picked up the Crescent catalog. in which the funeral home provides as an alternate for urns and special keepsakes for cremains. Mrs. [redacted] and myself sat on the sofa in the lobby as Mrs. [redacted] browsed through the catalog and decided to purchase the glass art pendant as a surprise for her mother and a sphere glass art for herself. Mrs. [redacted] mentioned that the thought of wearing her father around her neck was "a little too much for her and maybe my husband, but not my father." After sometime of thinking whether Mrs. [redacted] should buy the pendant as a surprise for her mother, Mrs. [redacted] picked out a color for the pendant and for the sphere and gave me her credit card which was a Mastercard. I ran the credit card/or $470,00 at 16:22 pm Mrs. [redacted] said she was not in a rush to receive the items due to going out of town for a week. On December 19, 2013 Mrs. [redacted] walked into the same location (Northeast office) around 10:30 am. Mrs. [redacted] had asked her glass art was ready and I told Mrs. [redacted] that the glass art had not come in yet. At that moment Mrs: [redacted] handed me her Mastercard and said "I want my money back." I asked Mrs. [redacted], "are you sure?" and Mrs. [redacted] insisted that she get a refund and said she was not going to wait long for the items. I ran Mrs. [redacted]s credit cardfor the refund at 10:38 am and no sooner after signing the receipt Mrs. [redacted] was out the door of our Funeral Home. On January 18, 2024, I called Mrs. [redacted] at 11:38 am and left a voice mail message for her that the glass art was in our office. I have not heard back from Mrs. [redacted] since the day she asked for her money back.
[redacted]
Services of [redacted]
November 26, 2013
Received phone call from [redacted], said his brother, [redacted] was very ill and would probably pass away that day. We discussed the cremation process and prices, Mr. [redacted] requested that cremation forms be email to him. Forms emailed that day at 1:13 PM, November 26, 2013 Mr. [redacted] had called and reached the South Flores location to tell us that he was on his was way to pick up the forms. I later arrived at South Flores, was informed that Mr. [redacted] had passed way, at his residence, and that that [redacted] was
on his way to the South Flores location, At that particular time we were not sure if Mr. [redacted] was aware that his brother, [redacted] had passed away. Instead of leaving to the residence, I waited for [redacted] to arrive. Once at South Flores we spoke in privacy and learned that [redacted] knew of his brothers passing. [redacted] wanted to review the forms and asked if he could make
most of the arrangements and have his sister-in-law, [redacted], wife of [redacted], sign the cremation authorization at her house.
After making the arrangements, [redacted], paid the contracted price of $910.00 with his credit card while in our office. We, [redacted] and I, proceeded to the residence to make the removal.
We arrived at the residence at 3:50 PM and met 4 family members that included Mrs. [redacted], and [redacted], [redacted]' daughter, One hospice staff member was also at the residence and Mr. [redacted] arrived shortly after. After placing Mr. [redacted] into our care, I spoke with Mrs. [redacted], explained the process for obtaining cremation permits, and had her sign the cremation authorization.
I did explain that the cremation may not take place for some time due to the upcoming Thanksgiving holiday and weekend. She understood and said she was not in a rush to receive his remains. We departed the residence at 4:17 PM.
[redacted]
[redacted]
Funeral Director
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