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Complaint Details
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Initial Complaint
05/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I hired Brookings and Smith to arrange for cremation of my husband's remains.I was told once they were paid they would arrange for a reimbursement from the VA as long as the proper paperwork was provided from the VA which it was.Their advertisement indicated a thirty five dollar discount for a veteran.Upon further interactions with staff and following payment I realized nothing more had been said about any reimbursement.I was told it did not apply to someone who was cremated.This is not correct a veteran can be cremated and the spouse can and in my case did receive reimbursement.They are misleading families by giving them inaccurate information.I was told I should probably purchase several death certificates because it is a notarized document and cannot be copied.Each facility I have gone to has scanned the document and has given me back the original.I wasted seventy five dollars on this.I hope they are not still misleading people.I was able to arrange to get reimbursed for the cremation fee but I do not know where I received any discount as they advertise.
Business response
05/20/2022
We are very sorry that situation has occurred. It is in our ads and web site that we offer a $35 discount for a veteran and we assist with the veterans paperwork. In this case we do have a credit on the statement for $35 and will give this to the family. It just so happens that our bookkeeper has not sent to the family as of yet the $35 as well as another credit for a total of $66.11. We just hadn't had a chance to complete this transaction. We encourage people to get Certified Copies of Death so that when they need to close out an account or do anything with legal issues with an estate that have at least one available. Getting certified copies of death is not easy. We physically have to put a person in a car and go to the town of passing to have them issued. That is why we do charge $75 to accomplish this plus whatever cost of the death certificates are. Getting certified copies of death is not part of the original direct cremation package. A family can do this themselves if they so choose. Our reputation is everything and we feel badly that she thinks we are not honest. I will certainly get in the mail the credit of $66.11 plus the additional $75 to make this right for this family. It is our goal to help ease the burden and help families when a loved one passes. If BBB or ************* would like to contact us directly to make sure this is satisfactory to her complaint and we will issue and mail a check today. My condolences to this family and am sorry that this situation has occurred. *********************, General Manager/Funeral Practitioner
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