In September, our family entrusted Chapel Memorial Funeral Home (CMFH) with the arrangements for my…read moremother-in-law's final services. Unfortunately, the experience was deeply disappointing, marked by a lack of professionalism, empathy, and organization. At a time when families are most vulnerable, CMFH failed to provide the compassion and integrity one should expect from a funeral home.
Our family initially met with a gentleman who was courteous but not authorized to make final decisions. We were told we needed to meet with Valerie, the funeral director, to finalize arrangements and ensure we could stay within our very limited budget.
When the meeting day arrived, Valerie showed up 20 minutes late and was completely unprepared. From the start, her demeanor lacked empathy and professionalism. During our discussion, she made an inappropriate remark about her colleague, stating, "He's a man and doesn't know what needs to be done" when referring to the preparation (makeup) for our loved one. This comment was not only unprofessional but highly insensitive, especially to a grieving family just days before the funeral.
Regarding pricing and services, we were charged for the use of a 32" ONN television to display a memorial video. The fee was explained as covering both the equipment and dedicated technical support. However, the person assigned as "technical support" -- who was also managing the funeral service -- had no technical expertise. She did not know how to connect a laptop with a cable, and I had to personally request one twice. The only method she attempted was using a USB stick, which the monitor couldn't read. This made the charge unjustifiable and added unnecessary stress during an already emotional event.
After finalizing our selections, Valerie provided a written quote. We reviewed all the details together, signed the paperwork, and left to obtain payment. While en route to the bank, I received a call from her stating that she had made a "calculation error" and was increasing the total by $1,100. The tone was dismissive and unapologetic -- no acknowledgment of the inconvenience or her mistake.
When we returned to deliver payment and the clothing for preparation, Valerie avoided contact altogether. Her office manager -- the Office Manager, who also handled "technical support" -- processed everything. On the day of the funeral, Valerie remained out of sight, never once checking in with the family.
At the gravesite, without prior coordination, the attendants instructed the pallbearers to face the mourners and speak -- something the family had never requested or approved.
Following the service, a blanket with our loved one's image was presented to the family. While it appeared to be a thoughtful gesture, we know it was not without a cost and even an offer to purchase additional copies. This left a terrible impression, as if the family's grief had been turned into a sales opportunity, despite our clearly stated budget limitations.
In summary, the facilities and service quality do not justify the cost. Valerie did do a commendable job with the physical preparation of my mother-in-law -- she was presented beautifully and as we had hoped. Unfortunately, that was the only positive aspect of our experience.
Chapel Memorial Funeral Home's lack of empathy, accountability, and professionalism made an already painful time even more difficult. I would not recommend this funeral home to any family seeking respectful, compassionate, and honest service during their time of loss.
