ComplaintsforAbbey Funeral & Cremation Services, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2 stars 07/19/2024 Even though they did the cremation for my loved one(***** ********* ******) and me and my mother do appreciate what they did, but they messed up on her death certificate with her birth birthdate, and they did not have the ****** ******** ******. When I called the first time the lady was nice and she said somebody will get back to me because I did not have, my sister ****** ******** ****** at the time She took down my information and said somebody would reach out to me that never happened. I waited about a month and called again another young lady answered my call I told her the same thing previously with the other lady she told me that I had to submit a written request, but I told I had talked to somebody and they would get back to me so she took down my information but she did have my cell phone number waited another a 2 1/2 weeks. And I called again this time and gentlemen answered and gave me attitude. I told him what was going on. He told me had to submit a written request and I could come pick it up. I asked him can I mail it in? He said you could do it by email too I said OK then I told him about the $20 that I should get reimbursed for when I went to the town hall and Hartford to pick it up. He said we don’t do reimbursements because somebody in your family gave us the wrong information. I said it wasn’t nobody in my family, it’s just me and my mother He told me with an attitude that I did not know the Love one so I couldn’t get the information. I told him I know you didn’t know the loved one. What kind of remark is that? I did not like the attitude that’s not The way to act with people, especially if they lost a loved one. I don’t understand these funeral homes could be so nice and be by your side when you want to correct something I want to get reimbursed for the $20 we spent and apology plus I want them to mail me a new death certificate with all the corrections since I had to do what they wanted ….Thank you

  

  Business response

  07/26/2024

  The information that was provided was conflicting, there were a few scrivener errors, the family did provide us with a date of birth and age that didn’t match, we also did not receive the ****** ******** ******. All requests for amendments, we do require to be in writing to prevent further mistakes. These requests must be made by the next of kin, who originally signed for our services. To this date, we do not have accurate information to be amended from the next of kin. We can certainly amend the death certificate to reflect the deceased’s accurate information once we receive all information in writing from ****, the original next of kin. This has been explained to **** on numerous occasions.

  Customer response

  07/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer response

  08/12/2024

  Good morning ** ********* 

  My name is **** ****** I’m reaching out to you because there was some kind of misunderstanding,miscommunication of my judgment. Maybe on my part too I probably didn’t understand the response I was supposed to give

  Before I reach out to the BBB, I did reach out to Abby Cremation I asked them can I send an email for the request that my family wanted they told me yes. It was NOT explained to me numerous times like they said my mother is an elderly lady she can’t just get up and email or write a request or move around like that I have to do these things for her. The funeral home ,can show some compassion for the family but they don’t. Plus the never reached out to get the right information.What the problem just make the correction. Plus she(my mother) would like to be reimbursed the $20 she spent for the wrong one.

  I asking that you reopen my case I will also email you the proof of that email

  Thank you and best regards 

  **** ****** 

  

  Business response

  08/16/2024

  We follow certain protocols for this exact reason. Families are requied to complete our page 1, vital information worksheet, dated and signed so there are no verbal discrepancies.  To make any changes to this infromation, we require in writing, as in this case the social security number, from the informant on the page 1 vital information worksheet. This was explained on each phone exchange with Mr. **** ******. We lean on the side of compassion, however formal documents such as a death certificate must have the proper information provided to us just like a  marriage license or birth certificate. 

  Customer response

  08/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The last time I talked to the person from Abby cremations They told me or the gentleman I spoke to the last time told me I had to submit it in writing I said can I email he said yes and that’s what I did. if I have to submit something in writing, I’ll mail it to them And they can mail me the death certificate thank you
  
  Sincerely,
  
  **** ******

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found Abby’s cremation when I had nowhere to turn and I thought it was a sign, they came off helpful and very concerned about my needs and what I was going through. They explained to me that there would be no cost out of pocket as it will go through the state because my family member was on state insurance my sister died May 25th 2023 it is now July 25th 2023 and I have gotten the run around about my sisters ashes. I seem to get no help at all. I am even to the point what am I even getting is it even my sister ???!!!!. I called today at 8:00pm and a lady answered who was rude she didn’t ask me my name I told her why I was calling and she gave me no answers just told me the hours are open from 9-3 and just hung up on me. This is an emotional time and after doing some research today I saw there has been cases of misconduct of health practices!!! My stomach is on knots and everyday that passes I wish I never called this company ! They get you in with that 995$ just to take your loved ones ashes and do whatever with them to get whatever money from the state! I will tell any and anyone to stay clear if these people and this “family owned” company ! They are con artist !!!!!! And May god help them, because for every tear I shed every call I make and I get no answers to where my sister is !!!! This is beyond poor practice it is disgusting and disrespectful to the diseased and their families.

  

  Business response

  08/01/2023

  The cremation authorization paperwork was emailed to ****** ****** on May 25, 2023, as she lived too far from our office to come in. One of the documents signed and dated May 25, 2023, by ****** ******, states, when we bill the Department of ****** ********, there are three possible outcomes; payment in full, partial payment due to some assets in the deceased’s name, or denial of the claim due to assets exceeding the states $1,350.00 maximum. The form signed by ****** ****** also states, “by signing this document, I agree to be liable for any portion denied by the state and agree to be responsible for any unpaid funds. I also understand that I will not be able to take possession of the ashes until the Purchase and Service Order Agreement has been paid in full by either Department of ****** ******** (***) or myself”. The Department of ****** ******** office was billed on June 5, 2023. On July 5, 2023 the Department of ****** ******** submitted a letter of response to the bill submitted for ****** ******’s sister regarding their determination of payment. Our office called ****** on July 5, 2023 and left a voicemail stating the Department of ****** ******** made a partial payment. As a family owned and operated company, we can understand ******’s concerns. We can assure ****** will be receiving her sisters cremains, with documentation when she comes to our office. ****** is welcome to schedule an appointment with our office to pay the remaining balance and take her sister home with her. 

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