Reid's Golden Gate Funeral Home

[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.] Revdex.com: 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, [redacted]

Unfortunately, we have reached a standstill on this matter with this particular family member. ***'s New Golden Gate Funeral Home has rendered the exact services paid for and more. We served this family in the exact manner and love explained in the initial arrangement conference. Although, it is unfortunate when there is anyone dissatisfied with our service, we understand it does happen. ***'s New Golden Gate Funeral Home wishes this family God's speed. Mr. ***, president of ***'s New Golden Gate Funeral Home, welcome Ms. [redacted] , only, to contact our office directly in the event she wants to further discuss this matter, as she is our appointed Next-of-kin. Please contact our office at [redacted] with any comments, questions and/or concerns. Respectfully, [redacted] ***

Unfortunately, we have reached a standstill on this matter with this particular family member***'s New Golden Gate Funeral Home has rendered the exact services paid for and moreWe served this family in the exact manner and love explained in the initial arrangement conferenceAlthough, it is unfortunate when there is anyone dissatisfied with our service, we understand it does happen***'s New Golden Gate Funeral Home wishes this family God's speed. Mr***, president of ***'s New Golden Gate Funeral Home, welcome Ms*** ***, only, to contact our office directly in the event she wants to further discuss this matter, as she is our appointed Next-of-kin
Please contact our office at *** with any comments, questions and/or concerns
Respectfully,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I stated before, my family was extremely disrespected and disregarded during this timeMy mother just had my grandmother's remains put in the urn that a family member purchased which would shave been done before had we not been informed otherwiseThis company has a reputation in the community of being unprofessional and unreliableWe would like to have the Revdex.com resolve this because the company is still not taking responsibility for what they did.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
There are several reasons why I am rejecting their responseTo begin with, the time frames are inaccurateWhen I made the initial phone call on Saturday September 13, it was exactlyThe conversation lasted approximately three minutes during which I informed them of the time change and I was given the approval and told that my grandmother's remains would arrive at the church, along with the book, bySecondly, they seem to have conviently forgotten that they were supposed to call my mother the 11th to inform her that the remains would be ready for pick up the 12thThe phone call never cameThis leads me to believe that the body was not ready in time anywayIn addition to this, they have completely forgotten to account for the disrespect that I encountered from Ms*** when speaking to her where she skated over my distraught, screamed "Hello, Hello, Hello" over me countless times while I was crying and begging her to listen to me while I tried to explain that we were told that was okShe also told me that the reasoning for the plastic box was "due to my disrespect.." This is a direct quote and I would say it under oath if I had toI did become belligerent because I was upset that I was standing outside of the church, minutes from my grandmother's memorial service arguing with a company that is supposed to be sympathetic when it comes to deathMy family was treated like animals and my grandmother was treated no better than a common house petThere are several different people including *** ***, *** ***, and *** *** who were present when we were promised three urnsMy mother responded with I don't need three, I only need twoShe was informed that she would receive three anyway and was shown an example of the ones she would receiveA family member had purchased a very exquisite urn, so had we been told they were going to be "temporary" as they claimed, why would we have just not used that one in the first place? The fact of the matter is, Golden Gate did not handle business professionally and we are one of many families that would agreeThey were charging dollars a day for storage if we tried to move her, even though our pastor offered to have Paradise come and retrieve her bodyMy family is still hurting and I am still fuming about the lack of service and compassion we receivedI implore you to disregard their statement as it is nothing more than an attempt to save face for the wrong they have committed
Regards,
*** ***

This letter is
regarding the consumer complaint *** that was submitted March 12,
quite unfortunate that we received any complaint from this family especially
since we went over and above the call of duty to serve themMr*** was in
our care for almost a month, which is against
our company policy in order to
ensure the family was financially fit and comfortable to go forward with the
services they selected as well as so all parties of the family could be
involvedWe also offered the family a discounted package due to their
financial strain, even though their loved one required an oversize casket
Reid's New Golden Gate Funeral Home also paid the expenses on the familVs
behalf to get their loved one shipped from out of town until they were able to
gather the fundsWe felt a great deal of sympathy for the Mother when she
informed us of the circumstances surrounding her son's death so we even put her
in contact with our company attorney, at no chargeThe young lady who
submitted the complaint was not the family representative who was in charge,
which sometimes leaves room for confusion on the orders we've receivedOn the
day of the service the Mother, who was in charge was spoken to and given step
by step details so she was made aware of how her son's ceremony would be
executedWe explained to the Mother that she had no specific time to complete
the service since she chose cremation instead of burial and had no cemetery
arrival timeWe explained there would be a time for viewing, which per the
Mother was scheduled one hour prior to the formal services and then again after
the formal servicesThe woman in question, said to be the grandmother was
attempting a viewing during a time that viewing wasn't scheduledOur staff did
inform the grandmother itwasn't time, however; she continued to be disruptive
to the service attempting to view and yell out things so we spoke firmly but in
no way meant to be rudeThe main objective of Reid's New Golden Gate Funeral
Home is to meet every family at their need financially, which we did for this
family and execute services at their request that are dignifiedWe understand
that not everyone at a service will understand the details the next of kin or
person in charge have set up but we aim to please that person whom have hired
us, which in the case was the MotherAs early as a week this morning, when
informing her of the cremains being ready, the Mother thanked us for the
beautiful services we delivered on her son's behalfFor the sake of peace, we
due apologize to Ms*** *** for any discomfort or grievances she may
have experienced due to our desire to execute the services discussed with her
Mother, our next of kin

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

The Claybrooks family chose a GA package, which is also known as General AssistanceThis is a package that Milwaukee County has regulated and assist with paying a portionWhen planning a funeral there are two sets of charges, the crematory/cemetery and the funeral homeBelow is a breakdown of the
Milwaukee County package breakdown
Funeral Home Crematory
Professional Service $1695 Retort Fee $
Administrative Fee $
Other Prepof Remains $
Cremation Tray $
Totaling $2500-(MC)$500=$(Family portion)
**MC=Milwaukee County
(Attached is a copy of the funeral bill signed by Ms*** ***Please let me know if you'd like a copy of the crematory bill.)
What you see listed is the exact breakdown itemized on the state of goods and services and explained in the arrangement conferenceUrns are not paid for by the funeral home or countyIF the deceased received state assistance, which is a completely different program that she was ineligible for urns would have been furnishedThe difference between the two programs was explained multiple times, to multiple family members, in great detailAlthough, it is NOT apart of the package we at ***'s New Golden Gate Funeral Home, still provide every family that choses a direct cremation with a newspaper notice, a register book for guest to sign in, which we DID for this family as wellWe also attend the memorial services, bringing a mock urn with us for presentation onlyThe urn we bring is NOT one the family keepsIt is more decorative and presentable than the temporary container the crematory delivers the cremains in, which is a sealed plastic container labeled with the decease's name
All week the memorial service was displayed for Saturday, September 13, at 2PM, in which family scheduled and our staff was prepared forOn the morning of the memorial service around 9:30AM the grandchild, later identified as *** ***, asked if the cremains could be at the church at 10:30AM but not explaining to the answering staff that her service time had changed, so she was informed her that he would contact the staffUpon contacting the staff at about 10:05AM, attempted to call Ms*** ***, the NEXT-OF-KIN, to confirm due to company policy with any changes as previously explained to family. Since the scheduled staff was unsuccessful in reaching Ms*** *** to confirm the time of 2PM remainedAt around 10:20AM Ms*** *** called the funeral home in search of staff for their serviceI then asked to speak with Ms*** *** and was told she's unavailableI explained to Ms*** ***, who was belligerent, of the procedures of our firm and the short time restraints we were given to adjustShe then became so belligerent that she began to use profane language, demanding an urn that was NOT paid forI then sat quietly on the phone, repeating "hello" in an attempt to discourage her disruptive behavior to explain the urn was just a loaner while we attended their memorial service and due to the nature of her threats, we would not attend the memorial and could not leave the urnWhile speaking with MsClaybrooks staff was called by another funeral home representative to proceed to the church to deliver the cremains, which was doneThe representative delivered the cremains to Ms*** *** along with the register book, at which time Ms*** *** threatened our representativeIt is ALWAYS the stand of ***'s New Golden Gate Funeral Home to please every family we have the privilege of serving; however, in this case the changes desired was requested with to little time to implement them considering the NEXT-OF-KIN was unavailable to confirm the changes. We deeply apologize for the miscommunication in this matter; however, the items paid for were rendered to this family along with items that were giftedAlthough, it is our desire to serve and please every family it's not always possibleThis matter has caused us to put new policies in place that does not allow any changes the day of the serviceAll changes desired must be discussed and confirmed at least hours prior to the services by the legal NEXT-OF-KINIt has always been our policy to confirm with the next of kin, but we have allowed day of changes, but no moreWe certainly regret the way this happened and we pray for God's speed in their grief
Please contact me with any additional comments, questions and or concerns
*** *** ***