April 8, Dear *** ***:
Thank you for forwarding the concern to me from *** ***We take every customer's experience with us seriously and appreciate the opportunity to address *** ***'s concernsWe were retained by *** ***'s sister, *** ***, to assist
with the funeral services of their mother, *** ***As I am sure you are aware, family dynamics can often be complicated, and it seems that the *** family is no exceptionWhile we try to keep all members of every family as satisfied as possible, our primary duty must be to the individual with whom we have a contractUnfortunately, this legal principle sometimes does not sit well with other family members.Apparently, *** *** called the funeral home and requested that we obtain a certified copy of her mother's death certificate for herThe gentleman she spoke with did not realize he was not speaking to *** ***, the daughter with whom we have a contractSince the state health departments have limited the individuals for whom we may obtain these certified records, we are not able to obtain the certified copy of the death certificate as *** *** had requestedLaTanya D***, the funeral director, tried to explain this to *** and help her by providing the health department contact information so that she could request a death certificate herselfUnfortunately, *** became angry over these restrictions and was belligerent with MsD***In short, *** *** has no contract with us, is not our customer and therefore has no standing on which to lodge a Complaint*** ***, her sister, however, IS our customer and has a very different impression of the level of service, value of service and funeral home facilitiesWe contacted her when we received your correspondence; she will be forwarding a letter to you to refute her sister's claims,
Please contact me with any questions or concernsAnd again, thank you for allowing us to clear up this misunderstandingSincerely,
Stephen M, Jr,
General Manager
April 8, Dear *** ***:
Thank you for forwarding the concern to me from *** ***We take every customer's experience with us seriously and appreciate the opportunity to address *** ***'s concernsWe were retained by *** ***'s sister, *** ***, to assist
with the funeral services of their mother, *** ***As I am sure you are aware, family dynamics can often be complicated, and it seems that the *** family is no exceptionWhile we try to keep all members of every family as satisfied as possible, our primary duty must be to the individual with whom we have a contractUnfortunately, this legal principle sometimes does not sit well with other family members.Apparently, *** *** called the funeral home and requested that we obtain a certified copy of her mother's death certificate for herThe gentleman she spoke with did not realize he was not speaking to *** ***, the daughter with whom we have a contractSince the state health departments have limited the individuals for whom we may obtain these certified records, we are not able to obtain the certified copy of the death certificate as *** *** had requestedLaTanya D***, the funeral director, tried to explain this to *** and help her by providing the health department contact information so that she could request a death certificate herselfUnfortunately, *** became angry over these restrictions and was belligerent with MsD***In short, *** *** has no contract with us, is not our customer and therefore has no standing on which to lodge a Complaint*** ***, her sister, however, IS our customer and has a very different impression of the level of service, value of service and funeral home facilitiesWe contacted her when we received your correspondence; she will be forwarding a letter to you to refute her sister's claims,
Please contact me with any questions or concernsAnd again, thank you for allowing us to clear up this misunderstandingSincerely,
Stephen M, Jr,
General Manager