ComplaintsforNeptune Society

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for over 7 years to get the Neptune society to stop sending me junk mail to my home address. I do not wish to receive it, and have never asked for any information about what they offer. I am tired of receiving it and want it stopped immediately. If it does not stop the next people i contact about the unsolicited mail harassment will be the Texas State attorney general and the post office.

  Business response

  10/24/2024

  Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society is confirming that the contact has been fully removed from our database as of October 24th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a cremation contract with the Neptune Society, with the discussed payments to be completed over 1 yr. They stated that they needed to initially set up the account to be paid over 3 yrs due to insurance issues, but that the automatic monthly deductions could be easily adjusted. I initially paid them $893. with the initial mo. payment of $119.15 as required by them. After receiving my contract in the mail, I contacted them repeatedly over more than a week period of time in order to change the mo. payment amount to be completed over one year. They failed to either respond to my email or call me back as promised to allow me to make the change. I am beginning to question whether they can be trusted to complete my cremation contract based on their complete lack of response to my inquiries.

  Business response

  10/30/2024

  Neptune Society spoke with the complainant and has provided a solution to his concerns. The complainant understood and is satisfied. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pre need contract billed $99 on October 29 2022, paid $50 month from November 2022 to September 2023, other funeral services providers provide service at lowerco

  Business response

  10/10/2024

  Neptune Society has honored the complainant's request. Neptune Society has provided the resolution to this concern. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband passed and Neptune took care of everything. A check for $850.23 came in the mail and its written to the Estate of my husband. He had no estate. I have left multiple messages for Neptune to call me back to figure out how to resolve cashing the check. I currently have a Neptune account and worry about what my adult children would do if I die and theres a bank check they cant cash. Why wont they get back to me? Very poor business. I need a check made out to the beneficiary, me.

  Business response

  10/24/2024

  Neptune Society has honored the complainant's request. Neptune Society has provided the resolution to their concern. The replacement check was mailed to the complainant on October, 18th 2024. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am receiving promotional mail and would like them to stop. I have asked them to stop sending unsolicited advertisement but they have been sending them to my address.

  Business response

  08/28/2024

   
  Neptune Society sincerely apologizes for this frustrating inconvenience. Neptune Society is confirming that the contact has been fully removed from our database as of august 28th, 2024. We recommend that the complainant uses this communication as proof of the removal. Again, we apologize for the inconvenience that the complainant encountered. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have decided to discontinue having funeral services thru Neptune Society and I have been on a payment plan. I called to find out how to discontinue and the person had to call me back and on the voicemail to me she tells me how to discontinue and also tells me that I will not receive a refund for any of the money that I have given them thus far. Since I have not received any service from them that does not seem fair to me and seems rather like a ******* as well. I could unstand them keeping a percentage for clerical type work but not the whole amount. And I have been paying for two funerals.

  Business response

  08/20/2024

  Neptune Society is very sorry for any inconveniences. Neptune Soceity has reached out to the complainants and has confirmed that we will honor the complainants desired resolution. The resolution is in progress. If the complainant has any questions or needs any updates during this resolution process, please call our Customer Support team at *************. ********************** always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  09/05/2024

  Hello,

  Sorry I was not more timely with my response.  Things went much quicker than I anticipated. I am happy that Neptune has returned most of the funds to me.  I am satisfied with the outcome and this complaint can be completely finished.

  Thanks,

  ******

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to sync up with our contact ***** @ your ***************** location for the past year to get my mothers ashes spread at sea. Other then her initial callback to me, she has ghosted both my brother and I. We have been reaching out via both Phone @ *********** and via email. This is completely unacceptable as my mother passed over 18 months ago and we have been trying for the past 6 - 12 months to get something scheduled and never get a callback. The last we heard from ***** was via email dated 6/6/2024 where she said she was "waiting to hear back from the captain": ***** Morning I have sent the request to my captain, just awaiting a response.I am currently out of the office with limited access to emails. However I am checking them periodically"----We have sent multiple follow up emails with no response. Extremely disappointed with this business as my mother paid for this service several years ago and we've essentially been ghosted by your representative

  Business response

  07/22/2024

  Neptune Society wants to sincerely apologize for the lack of follow-up communication in regards to the scattering of the complainants mother. Neptune Society has reached out to the complainant and has been in communication on finalizing a date. Per the complainants request, the scattering date will now be in October or November. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First, I would like to say my husband and I are in our seventies. Back in 2013 we started to discuss our arrangements so our children wouldnt have to deal with it after we pass. We signed up with Neptune Society. First, they said they would deal with sending my husbands ashes (who is a Vietnam vet) once he passes to the ocean And they said they were local. Being local was important to us for our childrens sack. Fast forward -my husband has gotten sick with cancer and now looking at the contract I feel we were taken advantage of. In addition, they moved out of ********* I would have never signed up. I found out the VA said they would send my husbands ashes for free and I would not want our bodies cremated not locally . Once I found all this out . I called and asked for our money back and we would send the urn boxes back. The funeral home was pleasant and send half the money back from Clear point bank and trust. They said the urn boxes are between Neptune and us. I dont feel they informed us exactly what we signed up for and feel like we were taken advantage of for our lack of knowledge and vulnerability. Would like the rest of our money returned in the amount of 2890 and we will mail ur boxes back.

  Business response

  07/19/2024

  Neptune Society sincerely apologizes for any inconveniences and confusion that the complainant may have. Neptune Society wants to confirm with this reply that we cannot provide a resolution. We want to confirm that we closed our Neptune Society Milwaukee chapter many years ago and sold our book of business to another funeral home that has full ownership of the complainants contract and their funds. Therefore, Neptune Society cannot refund or even view any contract details at this moment as we do not own this contract.Communication was sent to the complainants when the sale was made on to whom will be their new provider and is owner of their pre-arrangements. The complainants can seek a resolution for this type concern from the new owners of their contract. Neptune Society is working on how we can still  provide assistance to the complainant but we cannot honor a refund or honor any resolution.  Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  08/01/2024

   
  Complaint: 21947732
  
  I am rejecting this response because:I am assisting my elderly parents in responding to the Neptune response for the attached compliant. They do not accept the response from Neptune. Neptune wants to take advantage of two elderly Americans and a vet at that and its gross. Neptune sold them c*** then sold their shares in ********* and now doesnt want to take responsibility for their actions. The funeral home puts the  responsibility on Neptune and vice versa ( Will forward their response. )Its disingenuous and feels like a Wisconsin or Florida consumer protection misrepresentation violation. Please let us know if I should help them file a complaint with these agencies.  
  
  Sincerely,
  
  ***** And *************************

  Business response

  08/01/2024

  Neptune Society sincerely apologizes for any inconveniences and confusion that the complainant may have. As we stated in our last reply, Neptune Society was still working on providing assistance to the complainant, the owner of the complainants contract and funds are Pinnacle Funeral homes. These contracts from our Neptune Society Milwaukee chapter was sold on October 1st 2014. IF the complainant wants to seek for a refund please contact Pinnacle Funeral Homes at ************ or visit their website at ******************************************* . Again, Neptune Society wants to confirm with this reply that we did guide the complainant to where they can find a resolution. We want to confirm that we closed our Neptune Society Milwaukee chapter many years ago and sold our book of business to another funeral home that has full ownership of the complainants contract and their funds. Therefore, Neptune Society cannot refund or even view any contract details at this moment as we do not own this contract. Communication was sent to the complainants when the sale was made on to whom will be their new provider and is owner of their pre-arrangements. The complainants can seek a resolution for this type concern from the new owners of their contract. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband passes away 8/2023, I notified Neptune society on 8/4/2023 that he was being taken to hospice after a 3 week ICU visit and we would need their services. We had used them previously in another state for his mother and received excellent service in 2016, not now! They could care less about family and loved ones. ************** is so rude and obnoxious, they never even told me when my husband was cremated. I had to keep calling and insisted they look. Then I called Tampa to ask if they could help me put his ashes in a boat urn and jewelry as emotionally I could not do it. I paid a heck of a lot of money to do the things that they once did for me. Including, I had to setup his services to be scattered. I explained this to the person in ***** and she said, you know you have to have a permit for that, right? Very rudely. Of course I do, I had just explained that to her and who we were using for this service (the same company they use), but she never listened to me. I HATE that I overpaid for such a company that has gotten so despicable in the last few years. They care nothing about families as they claim.

  Business response

  07/09/2024

  Neptune Society is very sorry for any inconveniences or miscommunication. Our FL Scattering service has never had an option to allow family members or loved ones to be present during the scattering. During the time of our last interactions with the complainant, our Service Regional Manager personally spoke with the complainant and requested for details to help us identify the exact scattering (name of the captain or name of the company) that the complainant used back in 2016, but the complainant had no records. Our records indicate that we did not provide the scattering service for the complainant in 2016 either. At this moment, Neptune Society does not provide a service that allows family members nor loved ones to be present for any FL scatterings as this has always been our policies. The complainant can always call our customer ********************** team directly if they are able to locate any information based on the scattering from 8 years ago. We will be more than happy to research our records again or help locate the external company that was used then. Please call our team at ************. Now, please know that we are addressing any lack of empathy internally to make sure n other future families encounter this in the future. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  07/24/2024

   
  Complaint: 21868560
  
  I am rejecting this response because:

  They Have blatantly lied. I NEVER spoke to any manager, EVER. I have plenty of records. The name of the company they contracted with is *********************, the Captain is *****. I have pictures AND the invoices. No one EVER called me back. In fact, the person I spoke to put me on hold and left me there. They as I can prove from their response are blatant liars!  

  
  Sincerely,
  
  *****************************

  Customer response

  07/24/2024

  I also want to add, I called customer ********************** and they sent me to this location who says there records where in storage. We went to Hubbards directly and received more care and concern than the company we paid to help us through this time. They lie, they have zero concern, and no empathy whatsoever. I took care of and found the information I needed and would not recommend them to assist with the death of any living animal. They re a horrible company and location.

  Business response

  07/30/2024

  Neptune Society is very sorry for any inconveniences or confusion. After further investigation we have no records of any purchase for a scattering service in the past from this complainant. The complainant did not use our scattering services. In our previous reply, we requested for the complainant to provide cooperation and assistance on doing research from their part that can help point to whom provided the service. If the complainant can look at their bank statement or credit card statement they will be able to find out who charged them for this service from 8 years ago. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  08/13/2024

  Here is the information I have supplied to this business.  Here is the EXACT dates in which they were given.  First, they stated they had called and tried to help me.  Then they said they didn't offer personal scatterings in 2016, when clearly their brochure says they did.  Now, they say for me to check my bank statement because they think it's been 8 years I won't know the information.  Well, here it is:

  ************************************ passed away 3/17/2016 in *******, ********  We contacted the Neptune Society.  They where amazing in ********  She was cremated, we received her ashes and certificates in approx a week.  The gentleman that helped us (*****, I believe) in ******* put us in touch with the Neptune Society in *******, as we wanted to scatter her in warm water.  I spoke to them 4/2016-5/2016 on several occasions.  They contacted ******************************* and set it all up and gave me the details of her scattering to be 6/25/2016 @ 1pm on the boat Hubcap49!  We met Captain ***** at the boat scatter her ashes, received the certificate and it was fine.  I called the Florida location and thanked them a week later and we received an email offering condolences, etc. 

  On August 5, 2024 my husband was transferred to hospice and I contacted the Arizona Neptune Society.  That sales *** did nothing correctly.  When he passed on 8/6/2024, I contacted them to retrieve his body and they did at approximately 3:30a.  I contacted the 24 hr emergency line and received no reply from the person on call.  I called on Monday morning and was yelled at by **** (whom was on call the night before) stating it was not clearly an emergency.  I don't know in this business what consists of an emergency to them.  I then spoke with ***** who helped me get things set and paid for with my husband.  They then failed to tell me when he was cremated and when his certificates where ready.  Terrible way to treat a family.  In the meantime, I contacted both the Florida office and went on to track down the ******************************* information (we could not at the time remember the name.  We found it in pictures).  ******* stated they did not have private scatterings and we basically were wrong on what took place.  When we explained what we did, they said oh, your files are in storage, we will have to retrieve them because all the information is not in the computer.  We called back once we found ********* information and gave that to them.  I contacted ********* personally and he acknowledges he contracted with the Neptune Society.  He no longer had the coordinates, however, I found the certificate from my MIL and was able to scatter my husband on 6/25/2024 with the same boat, same, place, and same time.  Thanks to no help from a business who is supposed to be kind and helpful during this time of a families grief.  The ******* and ******* offices need to reevaluate whom they have working for them.  My sister worked in the ************* and them and ******* are a great office and they care.  

  Business response

  08/28/2024

  Neptune Society is very sorry for any inconveniences or confusion. After further investigation we have no records of any purchase for a scattering service in the past from this complainant. The complainant did not use our scattering services. In our previous reply, we requested for the complainant to provide cooperation and assistance on doing research from their part that can help point to whom provided the service. If the complainant can look at their bank statement or credit card statement they will be able to find out who charged them for this service from 8 years ago. Neptune Society always strives to provide the utmost in service and customer satisfaction to each family we serve.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  was unknowingly duped into purchasing a Basic Pre Need Funeral Agreement for $1264 on 1/27/2020.Using Deceptive sales measures I was then told by the salesman in order to purchase the Basic plan I had to additionally purchase other accomodations to the pkg; where the total pkg balance came to $3096.01 I've made $50 per month payments since 2020 my balance due to date is a little over $600.I was sent an email by ***** the Attorney General of California making me aware of the ongoing lawsuit with Neptune Society. I placed a call to the Belmont, CA office & was told to send a letter in writing attention: ************************* if I wanted to cancel. I sent in the letter 5/9/24 & spoke a few days later to ************************* she said, "Yes she received the cancellation letter." My issue is that for the last few weeks I've been told by **** that Neptune was sending a postcard mailer out to those who want to cancel their contracts. First the date was 5/21 now 5/31 neither dates have I received any mailer. I placed a call today & was told possibly next week! C'mon the letter of cancellation should b suffice so that I can receive my full refund!?? What's the problem?Claimed loss: $2,656.01

  Business response

  06/13/2024

  Neptune Society of Northern California has a specific process to address ALL California Settlement Cancelations and refund requests. All letters were sent to ALL California consumers with information on the California settlement and full instructions on what steps to take if they desire to cancel and obtain a refund. With this communication coming directly from the corporate headquarters of Neptune Society of Northern California, we want to inform the complainant their options: 1.) please follow the instructions on the letter if the complainant already received the letter by now. 2.) Please click on the following link (********************************************************************************) and fill out the form. The complainant will find the form on the right side of the webpage about mid-page down. Click on "California Cancelation", and then fill out the form. 3.) Please call our California Settlement team at **************, they will submit the Cancelation and refund request for the complainant contract. This case will be resolved as long as the complainant following instructions will. Any of these steps taken will notify the California Settlement team that is addressing these cases of the request and the complainant will receive a full refund and cut ties with the contract.  Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  06/14/2024

  Hello, I received the postcard & also an email finally receiving an answer to the complaint & when I will be expecting my full refund n the mail. My only issue is that part of my pkg I paid for merchandise the boxes, candle, book , etc I was told by ********************************* just to keep it or donate it. However the postcard states that the merchandise should be returned postage paid but there isn't any clear direction on how to do that. 

  Customer response

  06/24/2024

  After receiving an email 6/13 the email stated I did not have to return any merchandise due to the age of the contract & I would be receiving a check by 5/28. Today 5/24 I received an email from the Funeral cancellation saying regarding SCI Settlement Inquiry their records indicate I have not returned a cancellation notice. What's going on with all these different organizational names for the Society. They are passing the buck. I was given a number for an Administrator named *** he tells me today I must now wait 2 more weeks for the check! ???? I said if it doesn't arrive then he said call back. We should be receiving Interest for Neptune holding this money or time limits. This company to me is a complete sham Passing the Buck from 1 department to another????

  Customer response

  06/25/2024

   
  Complaint: 21819464
  
  I am rejecting this response because:After receiving an email 6/13 the email stated I did not have to return any merchandise due to the age of the contract & I would be receiving a check by 5/28. Today 5/24 I received an email from the Funeral cancellation saying regarding SCI Settlement Inquiry their records indicate I have not returned a cancellation notice. What's going on with all these different organizational names for the Society. They are passing the buck. I was given a number for an Administrator named *** he tells me today I must now wait 2 more weeks for the check! ???? I said if it doesn't arrive then he said call back. We should be receiving Interest for Neptune holding this money or time limits. This company to me is a complete sham Passing the Buck from 1 department to another????
  
  Sincerely,
  
  **************************

  Business response

  07/01/2024

  Neptune Society of Northern California has a specific process to address ALL California Settlement Cancelations and refund requests. Neptune Society of Northern California will honor the resolution that the complainant would like to have as long as they follow any of the following options as the only process that we have in place for all California Settlement concerns by law: 1.) please follow the instructions on the letter if the complainant already received the letter by now. 2.) Please click on the following link (********************************************************************************) and fill out the form. The complainant will find the form on the right side of the webpage about mid-page down. Click on "California Cancelation", and then fill out the form. 3.) Please call our California Settlement team at **************, they will submit the Cancelation and refund request for the complainant contract. This case will be resolved as long as the complainant following instructions. Any of these steps taken will notify the California Settlement team that is addressing these cases of the request and the complainant will receive a full refund and cut ties with the contract. If the complainant fails to follow any of these options, then there will be no resolution because we need to know what the complainant needs and wants. We cannot decide for them. Neptune Society of Northern California always strives to provide the utmost in service and customer satisfaction to each family we serve.

  Customer response

  07/02/2024

   
  Complaint: 21819464
  
  I am rejecting this response because:
  I have already submitted a cancellation request on 6/13 & received an email which im sending snapshots of from ********************* advising my request was submitted & my refund should b received n 30 days. I'm dissatisfied with Neptune because it appears they are prolonging sending me my monies. This message was the same message I've been receiving over & over & it was making me appear they have t received my refund request! I have all correspondence saved! I was told when I called the cancellation number Friday 6/28 by ************************* my check was cut 6/27 & I should b receiving it in the next 2 weeks therefore abusing by the 30 day clause to issue my refund. JUST MAIL MY MONIES!
  Sincerely,
  
  **************************

  Customer response

  07/02/2024

  Hello BBB, 

  I would like to rescind the statement written earlier today 7/2 about Neptune prolonging my refund. In today's mail I finally received my Refund Check n the full amount of $2549. So we can close the investigation & I thank BBB for all the work it has done  as arbitrator.

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