Awful. Do not use these people. They have set up an internet-based system at rock bottom prices, that essentially allows them to cremate your loved one's remains without ever having direct contact with you, the grieving relative.
They have a telephone number on their web site, but if you call it, all you will get is a long outgoing message talking about their services. The message doesn't say whether or not you can leave a message at the beep. So, I pressed #, heard a beep, and started talking. I did not know whether it was recording. And I did not receive a call back or any response, so there was no way to know that it had, in fact, recorded a message.
They do not have a "contact us" page on their web site, so I had to hunt through the site to find a contact email address.
This is all before my mother died, I knew she would pass in the next week, and I had some questions for them that were not covered by their FAQ on their web site.
They did respond to my email the next day, answering two of my three questions.
When my mother died last Wednesday, July 9th. I decided to use City Cremation because they were $1000 cheaper than the Neptune Society. That evening I faxed over the paperwork, with credit card number, authorization, etc.
My fax log indicated that the 9-page fax had gone through. But just to cover my bases, I also sent an email Wednesday night to let them know that I had faxed the materials.
I did not get an email or telephone call in response.
On Thursday, when I had received no communications from them, I sent another email to them saying "I know you streamline your operations to keep costs down, but SOME communication with the deceased's family is in order, don't you think?" No reply.
On Friday morning I called the hospital and found that my mother's body had not yet been picked up.
I immediately faxed a letter to the hospital telling them NOT to release her body to City Cremation, faxed a letter to City Cremation cancelling the contract, and called and left a message to that effect on their phone.
Well, I guess it DOES take messages, because I got a call back within two minutes from a woman who was very concerned to save the deal. She said she had not gotten my fax. Oh really? Nor the two emails I sent after the fax, REFERRING to the fax?
Then when I complained about the lack of communications, she attempted to up-sell me to their parent company Pacific Internment. Apparently for a few extra hundred dollars, they will actually deign to TALK to you.
I hung up on her in the middle of her sales pitch. I would never EVER let these people near my mother's body. If their customer service with the surviving relatives is so poor, imagine how they would treat the deceased, who can't tell any tales?
I then contacted the Neptune Society. Night and day. Theresa Montero, a wonderful knowledgeable woman talked with me, explained everything on the phone, and I made an appointment to go by and see her.
When I went in, they immediately offered me coffee or tea (Starbucks), and seated me in a tasteful conference room. Theresa came in, fully prepared to answer all of my questions, with all of the forms filled out, ready for me to sign. As soon as I signed the release form, she dispatched someone to the hospital to pick up my mother's body to take it "into our care" as she put it. This was before we had even gone over all the details. She knew that it was important to me to treat my mother's remains with sensitivity, and to get her out of the morgue and on her way to her final disposition as soon as possible.
She explained the entire process, and how long it would take, from getting the attending physician's signature on the death certificate, to getting the Department of Public Health to issue a certified copy of the death certificate, to getting a permit to perform the cremation. Then, the Neptune Society will schedule the private cremation, and let me know when my mother is scheduled. Their crematory is in Emeryville, and they have three "machines." I asked whether family was allowed to witness the placing of the remains for cremation and she said yes, but she didn't recommend it, because it was a warehouse, and dark, and somewhat industrial. She said about 1 family in 5 chooses to witness. I chose not to.
I purchased a marble urn, with engraving, and reserved the fabulous columbarium for two hours at $495 for a memorial service (they have chairs, tables, easels, a podium, and a sound system, seating for up to 60, and they give you up to an hour before your two hours starts, to get everything ready. You can bring in food and drink as well).
Theresa called me later that day to tell me that they had picked up my mother, and she was now in their care.
So, this is a big thumbs down for City Cremation, and a big thumbs up for the Neptune Society. I'll be cross-posting this review on both. read more
