July 10, RE: Revdex.com Complaint - ID # [redacted] Dear Ms [redacted] , I am the Location Manager for [redacted] (the “Funeral Home”) and write to you in response to the above referenced complaint per your letters dated June 14, and June 25, I appreciate the extension of time you provided to me to respond and the opportunity to respond to the complaint As background specifically pertaining to the above referenced complaint, at the time of the decedent’s passing, a Funeral Director with the Funeral Home met with the spouse of the decedent to make arrangements for the decedent’s services and cremationThe spouse of the decedent was not fluent in English and the Funeral Director was not fluent in SpanishThe spouse was accompanied by her children who interpreted for their motherThe spouse of the decedent chose one of the Funeral Home’s cremation packages, the Exclusivo Cremation Kit, which included certain services and merchandise except for the additional flowers ordered outside of the package allowance and the death certificates In the complaint, the complainant alleges the Funeral Director added a charge of $to the contractThat allegation is untrueThere is no charge on the contract for $If the complainant can provide specific documentation proving there is a charge on the contract for $270.00, I will be happy to review that documentation In the complaint, the complainant alleges that they were informed the decedent’s body had to be embalmed and that embalming was an additional cost to the familyThat allegation is untrueThe cremation package chosen by the spouse includes the embalming chargeThere was no separate charge to the spouse for embalmingOn May 6, 2017, a family member signed the Funeral Home document authorizing embalming of the decedent to take placeNo representative of the Funeral Home stated to the spouse that embalming is required by lawThe Funeral Home advises families that they need to consider embalming due to the decedent’s condition or if there is to be an open casket for a visitation and/or a funeral serviceThat is a choice for a decedent’s next of kin to make In the complaint, the complainant alleges there were issues regarding the correct spelling of names and familial relationships on the stationary and online obituary as the spouse requested that the printed materials be in Spanish rather than EnglishWith the spouse’s approval, the Funeral Director worked with the adult children of the decedent to obtain the correct information and correct spelling of namesDespite the best efforts of the Funeral Director, some errors occurred however, and when brought to the Funeral Director’s attention, those errors were immediately corrected before the service began and at no additional charge to the spouse or any other family memberAll printed material that remained after the visitation, rosary and prayer service along with specific stationary and other items set aside specifically for the spouse was provided to the family at the end of the service in a leather keepsake box In the complaint, the complainant mentions that she was informed the Funeral Home was waiving the charge for using the Funeral Home’s cafeteriaThe Funeral Home does not have a cafeteria but it does have a hospitality room used for families that choose to contract with the Funeral Home for a catering service provided by the Funeral HomeThe spouse of the decedent declined to contract with the Funeral Home for any type of catering service offered by the Funeral Home, however the family, without making prior arrangements with the Funeral Home, decided to use the hospitality room and brought in their own foodThis is not allowed, however, the Funeral Director mentioned to the family that although the family did not make prior arrangements with the Funeral Home for the use of the hospitality room, the Funeral Home would waive the fee normally charged for the use of that room In the complaint, the complainant alleges the Funeral Home lacked attention to detail and provided careless and shoddy serviceThe Funeral Home disagrees with this allegationThe Funeral Home believes it worked very closely with the spouse and extended family to ensure they were completely satisfied with all services and merchandise provided by the Funeral Home on behalf of the decedentOnce the Funeral Director was made aware that the spouse primarily spoke Spanish, she received the spouse’s approval to work mostly with the children who, in turn, would translate for the spouse so that the spouse would be aware of all discussions and arrangements being made for the decedentDue to the family wanting all stationary and the obituary in Spanish, the Funeral Director worked closely with the children in an attempt to ensure all wording was grammatically correctAny and all errors that occurred due to the language barrier were corrected prior to the decedent’s services taking place and at no charge to the spouse or extended familyAlso, although the family took it upon themselves to bring in food and use the Funeral Home’s hospitality room without first arranging with the Funeral Home, as a gesture of goodwill, the family was informed that the Funeral Home would waive the fee for the use of the hospitality room In the complaint, the complainant alleges that she believes the Funeral Home should refund an amount of $3,paid by the spouseThe Funeral Home is unsure exactly what that amount represents but the spouse chose the above referenced cremation package for the decedent’s final arrangements and the Funeral Home does not make partial refunds on its package productsIn an effort to assist the spouse at the time the spouse purchased the Exclusivo Cremation Kit, the Funeral Home provided a $1,discount to the spouseTo the Funeral Home’s knowledge, the spouse was happy with all services and merchandise provided by the Funeral Home on behalf of the decedentThe Funeral Home followed up with the spouse after the completion of the decedent’s services and the spouse mentioned that she would be interested in making prearrangements for herself in the next few months The Funeral Home is very sorry that the complainant seems unhappy with the services provided on behalf of the decedent, however the Funeral Home does not believe a refund of any amount is due to the spouseAs mentioned above the Funeral Home does not provide partial refunds on its package products and the Funeral Home believes all services and merchandise were provided in accordance with the contract and the spouse’s wishes I hope this has been responsive to the above referenced complaint made by the complainantPlease contact me at ***-***- [redacted] if you have any questions or need additional information Sincerely, [redacted] Location Manager
July 10, 2017 RE: Revdex.com Complaint - ID #[redacted] Dear Ms. [redacted],
I am the Location...
Manager for [redacted] (the “Funeral Home”) and write to you in response to the above referenced complaint per your letters dated June 14, 2017 and June 25, 2017. I appreciate the extension of time you provided to me to respond and the opportunity to respond to the complaint.
As background specifically pertaining to the above referenced complaint, at the time of the decedent’s passing, a Funeral Director with the Funeral Home met with the spouse of the decedent to make arrangements for the decedent’s services and cremation. The spouse of the decedent was not fluent in English and the Funeral Director was not fluent in Spanish. The spouse was accompanied by her children who interpreted for their mother. The spouse of the decedent chose one of the Funeral Home’s cremation packages, the Exclusivo Cremation Kit, which included certain services and merchandise except for the additional flowers ordered outside of the package allowance and the death certificates.
In the complaint, the complainant alleges the Funeral Director added a charge of $270.00 to the contract. That allegation is untrue. There is no charge on the contract for $270.00. If the complainant can provide specific documentation proving there is a charge on the contract for $270.00, I will be happy to review that documentation.
In the complaint, the complainant alleges that they were informed the decedent’s body had to be embalmed and that embalming was an additional cost to the family. That allegation is untrue. The cremation package chosen by the spouse includes the embalming charge. There was no separate charge to the spouse for embalming. On May 6, 2017, a family member signed the Funeral Home document authorizing embalming of the decedent to take place. No representative of the Funeral Home stated to the spouse that embalming is required by law. The Funeral Home advises families that they need to consider embalming due to the decedent’s condition or if there is to be an open casket for a visitation and/or a funeral service. That is a choice for a decedent’s next of kin to make.
In the complaint, the complainant alleges there were issues regarding the correct spelling of names and familial relationships on the stationary and online obituary as the spouse requested that the printed materials be in Spanish rather than English. With the spouse’s approval, the Funeral Director worked with the adult children of the decedent to obtain the correct information and correct spelling of names. Despite the best efforts of the Funeral Director, some errors occurred however, and when brought to the Funeral Director’s attention, those errors were immediately corrected before the service began and at no additional charge to the spouse or any other family member. All printed material that remained after the visitation, rosary and prayer service along with specific stationary and other items set aside specifically for the spouse was provided to the family at the end of the service in a leather keepsake box.
In the complaint, the complainant mentions that she was informed the Funeral Home was waiving the charge for using the Funeral Home’s cafeteria. The Funeral Home does not have a cafeteria but it does have a hospitality room used for families that choose to contract with the Funeral Home for a catering service provided by the Funeral Home. The spouse of the decedent declined to contract with the Funeral Home for any type of catering service offered by the Funeral Home, however the family, without making prior arrangements with the Funeral Home, decided to use the hospitality room and brought in their own food. This is not allowed, however, the Funeral Director mentioned to the family that although the family did not make prior arrangements with the Funeral Home for the use of the hospitality room, the Funeral Home would waive the fee normally charged for the use of that room.
In the complaint, the complainant alleges the Funeral Home lacked attention to detail and provided careless and shoddy service. The Funeral Home disagrees with this allegation. The Funeral Home believes it worked very closely with the spouse and extended family to ensure they were completely satisfied with all services and merchandise provided by the Funeral Home on behalf of the decedent. Once the Funeral Director was made aware that the spouse primarily spoke Spanish, she received the spouse’s approval to work mostly with the children who, in turn, would translate for the spouse so that the spouse would be aware of all discussions and arrangements being made for the decedent. Due to the family wanting all stationary and the obituary in Spanish, the Funeral Director worked closely with the children in an attempt to ensure all wording was grammatically correct. Any and all errors that occurred due to the language barrier were corrected prior to the decedent’s services taking place and at no charge to the spouse or extended family. Also, although the family took it upon themselves to bring in food and use the Funeral Home’s hospitality room without first arranging with the Funeral Home, as a gesture of goodwill, the family was informed that the Funeral Home would waive the normal fee for the use of the hospitality room.
In the complaint, the complainant alleges that she believes the Funeral Home should refund an amount of $3,250.00 paid by the spouse. The Funeral Home is unsure exactly what that amount represents but the spouse chose the above referenced cremation package for the decedent’s final arrangements and the Funeral Home does not make partial refunds on its package products. In an effort to assist the spouse at the time the spouse purchased the Exclusivo Cremation Kit, the Funeral Home provided a $1,465.00 discount to the spouse. To the Funeral Home’s knowledge, the spouse was happy with all services and merchandise provided by the Funeral Home on behalf of the decedent. The Funeral Home followed up with the spouse after the completion of the decedent’s services and the spouse mentioned that she would be interested in making prearrangements for herself in the next few months.
The Funeral Home is very sorry that the complainant seems unhappy with the services provided on behalf of the decedent, however the Funeral Home does not believe a refund of any amount is due to the spouse. As mentioned above the Funeral Home does not provide partial refunds on its package products and the Funeral Home believes all services and merchandise were provided in accordance with the contract and the spouse’s wishes.
I hope this has been responsive to the above referenced complaint made by the complainant. Please contact me at [redacted] if you have any questions or need additional information.
Sincerely,
[redacted] Location Manager
July 10, RE: Revdex.com Complaint - ID # [redacted] Dear Ms [redacted] , I am the Location Manager for [redacted] (the “Funeral Home”) and write to you in response to the above referenced complaint per your letters dated June 14, and June 25, I appreciate the extension of time you provided to me to respond and the opportunity to respond to the complaint As background specifically pertaining to the above referenced complaint, at the time of the decedent’s passing, a Funeral Director with the Funeral Home met with the spouse of the decedent to make arrangements for the decedent’s services and cremationThe spouse of the decedent was not fluent in English and the Funeral Director was not fluent in SpanishThe spouse was accompanied by her children who interpreted for their motherThe spouse of the decedent chose one of the Funeral Home’s cremation packages, the Exclusivo Cremation Kit, which included certain services and merchandise except for the additional flowers ordered outside of the package allowance and the death certificates In the complaint, the complainant alleges the Funeral Director added a charge of $to the contractThat allegation is untrueThere is no charge on the contract for $If the complainant can provide specific documentation proving there is a charge on the contract for $270.00, I will be happy to review that documentation In the complaint, the complainant alleges that they were informed the decedent’s body had to be embalmed and that embalming was an additional cost to the familyThat allegation is untrueThe cremation package chosen by the spouse includes the embalming chargeThere was no separate charge to the spouse for embalmingOn May 6, 2017, a family member signed the Funeral Home document authorizing embalming of the decedent to take placeNo representative of the Funeral Home stated to the spouse that embalming is required by lawThe Funeral Home advises families that they need to consider embalming due to the decedent’s condition or if there is to be an open casket for a visitation and/or a funeral serviceThat is a choice for a decedent’s next of kin to make In the complaint, the complainant alleges there were issues regarding the correct spelling of names and familial relationships on the stationary and online obituary as the spouse requested that the printed materials be in Spanish rather than EnglishWith the spouse’s approval, the Funeral Director worked with the adult children of the decedent to obtain the correct information and correct spelling of namesDespite the best efforts of the Funeral Director, some errors occurred however, and when brought to the Funeral Director’s attention, those errors were immediately corrected before the service began and at no additional charge to the spouse or any other family memberAll printed material that remained after the visitation, rosary and prayer service along with specific stationary and other items set aside specifically for the spouse was provided to the family at the end of the service in a leather keepsake box In the complaint, the complainant mentions that she was informed the Funeral Home was waiving the charge for using the Funeral Home’s cafeteriaThe Funeral Home does not have a cafeteria but it does have a hospitality room used for families that choose to contract with the Funeral Home for a catering service provided by the Funeral HomeThe spouse of the decedent declined to contract with the Funeral Home for any type of catering service offered by the Funeral Home, however the family, without making prior arrangements with the Funeral Home, decided to use the hospitality room and brought in their own foodThis is not allowed, however, the Funeral Director mentioned to the family that although the family did not make prior arrangements with the Funeral Home for the use of the hospitality room, the Funeral Home would waive the fee normally charged for the use of that room In the complaint, the complainant alleges the Funeral Home lacked attention to detail and provided careless and shoddy serviceThe Funeral Home disagrees with this allegationThe Funeral Home believes it worked very closely with the spouse and extended family to ensure they were completely satisfied with all services and merchandise provided by the Funeral Home on behalf of the decedentOnce the Funeral Director was made aware that the spouse primarily spoke Spanish, she received the spouse’s approval to work mostly with the children who, in turn, would translate for the spouse so that the spouse would be aware of all discussions and arrangements being made for the decedentDue to the family wanting all stationary and the obituary in Spanish, the Funeral Director worked closely with the children in an attempt to ensure all wording was grammatically correctAny and all errors that occurred due to the language barrier were corrected prior to the decedent’s services taking place and at no charge to the spouse or extended familyAlso, although the family took it upon themselves to bring in food and use the Funeral Home’s hospitality room without first arranging with the Funeral Home, as a gesture of goodwill, the family was informed that the Funeral Home would waive the fee for the use of the hospitality room In the complaint, the complainant alleges that she believes the Funeral Home should refund an amount of $3,paid by the spouseThe Funeral Home is unsure exactly what that amount represents but the spouse chose the above referenced cremation package for the decedent’s final arrangements and the Funeral Home does not make partial refunds on its package productsIn an effort to assist the spouse at the time the spouse purchased the Exclusivo Cremation Kit, the Funeral Home provided a $1,discount to the spouseTo the Funeral Home’s knowledge, the spouse was happy with all services and merchandise provided by the Funeral Home on behalf of the decedentThe Funeral Home followed up with the spouse after the completion of the decedent’s services and the spouse mentioned that she would be interested in making prearrangements for herself in the next few months The Funeral Home is very sorry that the complainant seems unhappy with the services provided on behalf of the decedent, however the Funeral Home does not believe a refund of any amount is due to the spouseAs mentioned above the Funeral Home does not provide partial refunds on its package products and the Funeral Home believes all services and merchandise were provided in accordance with the contract and the spouse’s wishes I hope this has been responsive to the above referenced complaint made by the complainantPlease contact me at ***-***- [redacted] if you have any questions or need additional information Sincerely, [redacted] Location Manager
July 10, 2017 RE: Revdex.com Complaint - ID #[redacted] Dear Ms. [redacted],
I am the Location...
Manager for [redacted] (the “Funeral Home”) and write to you in response to the above referenced complaint per your letters dated June 14, 2017 and June 25, 2017. I appreciate the extension of time you provided to me to respond and the opportunity to respond to the complaint.
As background specifically pertaining to the above referenced complaint, at the time of the decedent’s passing, a Funeral Director with the Funeral Home met with the spouse of the decedent to make arrangements for the decedent’s services and cremation. The spouse of the decedent was not fluent in English and the Funeral Director was not fluent in Spanish. The spouse was accompanied by her children who interpreted for their mother. The spouse of the decedent chose one of the Funeral Home’s cremation packages, the Exclusivo Cremation Kit, which included certain services and merchandise except for the additional flowers ordered outside of the package allowance and the death certificates.
In the complaint, the complainant alleges the Funeral Director added a charge of $270.00 to the contract. That allegation is untrue. There is no charge on the contract for $270.00. If the complainant can provide specific documentation proving there is a charge on the contract for $270.00, I will be happy to review that documentation.
In the complaint, the complainant alleges that they were informed the decedent’s body had to be embalmed and that embalming was an additional cost to the family. That allegation is untrue. The cremation package chosen by the spouse includes the embalming charge. There was no separate charge to the spouse for embalming. On May 6, 2017, a family member signed the Funeral Home document authorizing embalming of the decedent to take place. No representative of the Funeral Home stated to the spouse that embalming is required by law. The Funeral Home advises families that they need to consider embalming due to the decedent’s condition or if there is to be an open casket for a visitation and/or a funeral service. That is a choice for a decedent’s next of kin to make.
In the complaint, the complainant alleges there were issues regarding the correct spelling of names and familial relationships on the stationary and online obituary as the spouse requested that the printed materials be in Spanish rather than English. With the spouse’s approval, the Funeral Director worked with the adult children of the decedent to obtain the correct information and correct spelling of names. Despite the best efforts of the Funeral Director, some errors occurred however, and when brought to the Funeral Director’s attention, those errors were immediately corrected before the service began and at no additional charge to the spouse or any other family member. All printed material that remained after the visitation, rosary and prayer service along with specific stationary and other items set aside specifically for the spouse was provided to the family at the end of the service in a leather keepsake box.
In the complaint, the complainant mentions that she was informed the Funeral Home was waiving the charge for using the Funeral Home’s cafeteria. The Funeral Home does not have a cafeteria but it does have a hospitality room used for families that choose to contract with the Funeral Home for a catering service provided by the Funeral Home. The spouse of the decedent declined to contract with the Funeral Home for any type of catering service offered by the Funeral Home, however the family, without making prior arrangements with the Funeral Home, decided to use the hospitality room and brought in their own food. This is not allowed, however, the Funeral Director mentioned to the family that although the family did not make prior arrangements with the Funeral Home for the use of the hospitality room, the Funeral Home would waive the fee normally charged for the use of that room.
In the complaint, the complainant alleges the Funeral Home lacked attention to detail and provided careless and shoddy service. The Funeral Home disagrees with this allegation. The Funeral Home believes it worked very closely with the spouse and extended family to ensure they were completely satisfied with all services and merchandise provided by the Funeral Home on behalf of the decedent. Once the Funeral Director was made aware that the spouse primarily spoke Spanish, she received the spouse’s approval to work mostly with the children who, in turn, would translate for the spouse so that the spouse would be aware of all discussions and arrangements being made for the decedent. Due to the family wanting all stationary and the obituary in Spanish, the Funeral Director worked closely with the children in an attempt to ensure all wording was grammatically correct. Any and all errors that occurred due to the language barrier were corrected prior to the decedent’s services taking place and at no charge to the spouse or extended family. Also, although the family took it upon themselves to bring in food and use the Funeral Home’s hospitality room without first arranging with the Funeral Home, as a gesture of goodwill, the family was informed that the Funeral Home would waive the normal fee for the use of the hospitality room.
In the complaint, the complainant alleges that she believes the Funeral Home should refund an amount of $3,250.00 paid by the spouse. The Funeral Home is unsure exactly what that amount represents but the spouse chose the above referenced cremation package for the decedent’s final arrangements and the Funeral Home does not make partial refunds on its package products. In an effort to assist the spouse at the time the spouse purchased the Exclusivo Cremation Kit, the Funeral Home provided a $1,465.00 discount to the spouse. To the Funeral Home’s knowledge, the spouse was happy with all services and merchandise provided by the Funeral Home on behalf of the decedent. The Funeral Home followed up with the spouse after the completion of the decedent’s services and the spouse mentioned that she would be interested in making prearrangements for herself in the next few months.
The Funeral Home is very sorry that the complainant seems unhappy with the services provided on behalf of the decedent, however the Funeral Home does not believe a refund of any amount is due to the spouse. As mentioned above the Funeral Home does not provide partial refunds on its package products and the Funeral Home believes all services and merchandise were provided in accordance with the contract and the spouse’s wishes.
I hope this has been responsive to the above referenced complaint made by the complainant. Please contact me at [redacted] if you have any questions or need additional information.
Sincerely,
[redacted] Location Manager