My experience with Joseph H. Brown Funeral Home in Baltimore, Maryland--where do I start?…read more
When my father, Warren McLean, passed away at home on May 30, 2026, while under home hospice care, I contacted the funeral home to have him transported. From the very beginning, things went smoothly. The two gentlemen who came to my home, Anthony and Aaron, were professional, compassionate, and respectful. They carefully explained the transportation process and removed my father from our home with dignity and care.
When it came time to make funeral arrangements, we met with Mr. Brown Jr. himself. He took the time to explain the process, the services available, and the associated costs. Of course, discussions about expenses are never easy during a time of grief, but I understood that this is a business and there are necessary costs involved. Overall, that part of the process was handled professionally.
Next, I worked with Ms. Johnson. Initially, she came across as a little reserved, but as our appointment continued, she warmed up and became very kind and helpful. She answered my questions, guided me through what clothing and items I needed to provide for my father, and made herself available whenever I needed clarification. There was a scheduling error that resulted in my service being double-booked, requiring us to change dates. While that was frustrating, mistakes happen, and Ms. Johnson immediately corrected the issue and accommodated us in other ways. For that, I am grateful.
Unfortunately, things became difficult on the day of the viewing.
There were several things that were supposed to have been done for my father that were not done. Most importantly, jewelry that I specifically wanted him to wear had not been placed on him. Naturally, my family and I had questions and concerns.
When we attempted to get answers from one of the staff members, a brown-skinned gentleman whose name I do not know, we were met with an attitude that was rude, dismissive, and unprofessional. At one point, when my brother was asking questions, he responded by asking if my brother had ever attended mortuary school. No, none of us have attended mortuary school but that was our father lying there. We were grieving, confused, and simply looking for understanding.
The issue was never about whether we had professional training. The issue was that we were a grieving family seeking answers. His lack of compassion and poor customer service escalated an already emotional situation.
Thankfully, Anthony stepped in and completely changed the tone of the interaction. He took the time to explain everything thoroughly and respectfully. He understood that grief affects people differently and that families often have questions. That is all we wanted from the beginning. The other staff member could have handled the situation the same way, but instead chose to be rude and dismissive.
I strongly recommend that this employee receive additional training in customer service and grief sensitivity. Mortuary training may teach the technical aspects of the profession, but customer service and compassion are equally important when dealing with families during one of the most difficult moments of their lives.
On the day of the funeral, everything once again went smoothly. Anthony and Aaron were there, and they treated my family with kindness, dignity, and respect. They never made us feel like just another family, another number, or another paycheck. They understood that we were grieving and treated us accordingly.
I cannot say enough positive things about Anthony, Aaron, Ms. Johnson, and the lady at the front desk whose name I unfortunately cannot remember. They were professional, compassionate, and caring throughout this process.
Mr. Brown Jr., I encourage you to take a closer look at certain members of your staff. While some employees represent your funeral home exceptionally well, others could benefit greatly from additional training in customer service and dealing with grieving families.
Despite the issues we experienced, I am thankful for those staff members who treated my father and my family with the dignity, compassion, and respect we deserved during such a difficult time.
The McLean Family
