From Professional Care to Complete Failure: Exceptional Drivers!…read more
When we first began working with Alexander Funeral Home, we believed we chose the right place. The drivers and Bishop Kerry Alexander deserve a 5-star rating. They were absolutely awesome, caring, and attentive to our family's needs during an incredibly difficult time. Unfortunately, the overall experience quickly plummeted to a 1-star review due to the inattentive, uncaring, and unprofessional behavior of Maxx and the IT person, Oswald Neal, who is severely in need of proper training on customer service and current technical skills.
Our issues began when speaking with Neal about playing a tribute video. When asked about the date, he abruptly replied, "I don't have nothing on my calendar for that!" His tone and service were unacceptable. He told us where to find his email address in the office, on the door, and to send the video, which my daughter did via WeTransfer (a standard tool for large files) and via email.
When my daughter noticed he hadn't downloaded it, I called him. He gave endless excuses about why he couldn't access the file, falsely claiming he had to download a separate program just to open it. Grieving and frustrated, I finally asked if he could do it or not, and he gave a stern "NO." My niece then spoke with Maxx, who advised us to bring the video on a USB drive. We did exactly that.
On the day of the service, the IT room was locked, and Neal was nowhere to be found. When Maxx was asked for assistance, he just sat there with a completely uncaring attitude and stated he could not help. When I called him out by asking, "So you are not even going to try?" he finally got up and walked down the hallway, pretending to assist. Another gentleman eventually reappeared with a remote control for the screen, but it was totally useless. In the end, our family had to settle for just listening to the audio of the video through my daughter's cell phone. Because of this, the funeral home completely failed on its "Use of Facilities and Staff for Ceremony" obligations.
The lack of communication and respect only worsened after the service:
* October 16, 2026: I emailed using the exact same address we used when we first requested services--a time when I used to receive prompt replies. I asked when I could pick up my mother's ashes and belongings. No response!
* October 19, 2026: When I asked them to pick up their equipment from my covered front porch and requested a new contact person for my mother's ashes, no response! The email was read because someone eventually retrieved the equipment from my porch but didn't even bother to ring the doorbell to communicate with me.
* October 22, 2026: I emailed stating we would pick up my mother's belongings and ashes at 11:00 a.m. Again, no response. While there, I hand-delivered a letter to management pointing out our severe disappointment.
* October 26, 2026: I had to email yet again regarding several of my mother's belongings that were left out and not given to me on October 22. No response!
* October 28, 2026: I received a written response signed by the President. Instead of an apology, the letter totally dismissed our claims--claims that multiple eyewitnesses observed firsthand. Because they already automatically collected the full payment, I was advised no balance was due. They flatly refused a modest adjustment.
* October 29, 2026: I received the exact same dismissive letter via certified mail, forcing me to sign for it.
Failing to acknowledge these shortcomings and showing zero accountability demonstrates a complete lack of respect for a grieving family. While the drivers and Bishop Alexander were wonderful, the office and IT person ruined what should have been a peaceful process.
