I normally do not leave negative reviews, but after giving management over a month to respond to my concerns, I feel this experience needs to be documented.
My concerns are specifically related to Funeral Director/Location Manager Kay Waites. Amanda and Debbie, however, were both wonderful to work with.
During my mother's arrangements in early February, there were repeated documentation errors throughout the process. My address and my mother's address were entered incorrectly multiple times and even combined together in some documents (for example, my street number with her street name and vice versa). My grandmother's name was also used in place of my mother's name on multiple occasions.
The document links had to be resent approximately nine times over several days because I repeatedly had to point out errors that still had not been fully corrected throughout the documents. In some cases, one section would be fixed while the same incorrect information remained elsewhere in the same paperwork.
When I arrived to pick up my mother's ashes, the signage still displayed my grandmother's first name. I also picked up the death certificates at that time, only to later realize the address was still incorrect and required a state amendment and additional waiting period to correct.
Due to the volume of errors, I became concerned enough during the process that I directly asked for confirmation that my mother's remains were being handled correctly.
During the process, Kay told me she was "juggling 20 families at once" and agreed when I expressed concern that this seemed like too much for one person to properly manage.
On April 6, I contacted Area Manager Duane to formally document these concerns. Although he initially acknowledged my email and stated he would investigate, I never received any follow-up despite multiple follow-ups and more than a month of additional time.
I have retained emails, text messages, photographs, and documentation supporting the concerns outlined above and am happy to provide them if necessary.
Because I never received any follow-up from management despite multiple attempts to address these concerns, I was ultimately left without any reassurance that these issues were taken seriously or addressed internally, and I felt the need to warn others about my experience.
I have since heard from multiple reliable sources that similar issues had occurred previously, which makes this experience even more concerning.
This was already one of the hardest periods of my life, and having to repeatedly correct legal documents and identity information during my mother's arrangements added an unnecessary layer of stress that no family should have to experience again. read more
