Simple Cremation, Inc.

On March 8, 2016, My sister and I went to simple cremations for cremation of our mother. The process was simple and everything seemed to be in order. We were told that it would take 7-10 days for the process to take place. On March 19th, ( 11 days later)I called about my mothers ashes. I was told that they were still waiting for the death certificate to be signed by a doctor. I was told that they just sent the doctor a reminder email. I asked for the name of the doctor that was supposed to sign the death certificate. I was told it was [redacted], my mothers primary Doctor.I hung up and immediately called [redacted]. I spoke with her nurse, [redacted]. She told me that they has not received a notification from simple cremations. nor had they received the follow up email.[redacted] asked if she could call me back. When she called back she told me that [redacted] went into the database and signed my moms certificate. I immediately called simple cremations and told them that the certificate had been signed ( via voice mail).I called the next morning and told them that the certificate had been signed and asked when I could expect my mothers ashes. I was told that the cremation should take place the following week and to expect the ashes on Thursday (when they get their normal delivery). On the following Friday, my sister called about the ashes. She was told they were there in the office and they were waiting for the small vessel that was ordered.On the following Tuesday (March 29), my sister and I went to pick up our Moms ashes. We were told they werent there. I asked why and Was told that they were still waiting for the small vessel. At this point I was upset and demanded my mothers ashes be there the next day. He told me I could pick them up at the crematorium. I also asked why he hadnt checked on the death certificate or vessel. He told me he was on vacation for 2 weeks. It has been nearly a month and we still dont have her ashes. This is unacceptable.Product_Or_Service: Cremation servicesDesired SettlementI would like for this complaint to be on record so that other families will know.Business Response Contact Name and Title: [redacted], Funeral ArranContact Phone: 775-324-3720Contact Email: [redacted]We are very sorry for [redacted] unsatisfactory experience with Simple Cremation.As was explained at the time of the arrangements on the 8th of March, the cremation time line is estimated to be 7-14 business days from the date of the arrangement. There are factors beyond our control that make it impossible to state with absolute certainty when a cremation will be completed. In this instance the notification process built into the State filling system for Death Records did not operate as expected and the purchased urn was on back order with the supplier. Unfortunately our most experienced staff that would have been able to get ahead of these issues and and make adjustments was out of the office at the time. The family asked for the ashes to be received in their standard box and a refund for the back ordered keepsake the following day, this was immediately granted and the family picked up the cremains on the requested afternoon.