Neptune Society
Reviews and Complaints

Signed up for service at the San Antonio Texas location and paid the money in March . Three days later, cancelled the service and promised full refund. Did not get the full refund instead they Charged the account another fee the following month. Fought with several Company personal over several phone calls to get the full refund but it has yet to show up this is July . In the mean time, we had bank file Fraud Charges to collect the refund and our bank refunded us while they followed up with Neptune Society. Do not know if our bank has ever been refunded by Neptune as of yet.

We thought case was closed until we received a phone call from Neptune requesting payment of the sign up fee and the one month fee that we paid in March . We told the caller the story but they insisted we still owed the money.

And then in June we get a Collection Notice from Gatestone & Co. International that they are collecting a debt owed to Neptune Society when in FACT - Neptune had the money already and never REFUNDED it back to us.

DO NOT DEAL WITH NEPTUNE SOCIETY - VERY BAD COMPANY.
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My mom purchased the Neptune cremation package several years ago and since then moved to a different state. When my mom passed away I contacted Neptune to inquire about the process. It was a Saturday and since my mom had been picked up by the mortuary already and was "safe", they promised to contact me on Monday after researching the situation since the policy was purchased in another state. Of course I was worried that there would be refusal of services since she had moved to a different state. However on that following Monday I received a call to confirm that everything would be taken care of and after giving them the name of the mortuary I didn't have anything else to worry about. Everything was taken care of. I also confirmed that payment to the mortuary would be guaranteed regardless of how much my mom paid initially.If I had to disagree with anything it would be with the price of the cremation memory box. According to the line items on the receipt, my mom was charged $1,100 for a box and only about $750 for the actual services. With everything my mom purchased she paid about $2,500 total. The price for the mortuary cremation was about $2,000. Again this is just being nitpicky because everything was taken care of in the end. And in the end that is peace of mind when you are mourning a loved one.

No one should have to go through the heartbreak of the sudden, final COVID-19 death of a close family member with no hospital visits, no goodbyes, and no funeral or memorial service to help make it all real. This is what happened to me and my family. However, having the Lynnwood, WA Neptune Society team-- in particular Mia Keys-- was the best possible support I could have had. The care, the advocacy, and the genuine, personal concern and connection Mia extended was stellar. She has a true gift-- a calling-- for what she does. With my mother still fighting for her life and her husband already taken by the virus, Mia was my support, my guide, and my champion while I struggled to deal with ambulances, hospitals administrators, the unknown world of COVID-19 funerary/cremation arrangements, legal paperwork, and very real fear. I simply could not be more grateful... both for Mia, and for the foresight my mother and her husband showed when they purchased their insurance policies with Neptune Society. If you live in the Greater Seattle area and are making end-of-life plans for the cremation of yourself or a loved one, the best thing you could do for all concerned is to choose the Lynnwood Neptune Society as your family's guide through the painful transition of loss. I don't know what I would have done without them!

I am very disappointed in this company. I purchased the cremation plan on Oct 5, 2021, paid the initial $99.00 deposit, and my payments were suppose to start on it around 15 of each month. Well because if unforeseen financial set back, I had to call on November 5 and cancel my policy. They said it would be taken care of. Well then on or around Nov. 10, 2021 a payment was taken from my bank account. I called Neptune again. They said the didn't get my cancellation notice...yes they did I spoke to Gina when I cancelled it. So I call back tell Allison my policy was cancelled on Nov.5th, yet money was taken out of my bank. Allison said she would check into it and for me to send a copy of my letter of cancellation, so I did. In the meantime, December rolls around and they take another payment out! Then Gina told Allison, yes she found my cancellation, it fell thru the wood work. Now here it is, January 27, 2022, 3 months after I cancelled and all I've heard from anyone is I have to send the urn back before they will give me my full credit of $100. No, I told them forget it, I'll keep the urn and sell it and get my money back that way...I haven't heard a word from anybody at any branch whatsoever. And this the way a A rated company does business? No one has any idea what anyone else is doing it suppose to be doing! It's pathetic.

To express my profound gratitude to the incredible team at Neptune Society in California. In January 2022, amid the Covid/Omicron surge that overwhelmed hospital emergencies, little did you expect that within an hour of my online contract completion for cremation services, you would receive a call about the passing of my husband, Dr. F. Your prompt, compassionate, and unwavering response in our time of despair provided relief from emotional turmoil. With calmness, gentleness, and respect, you navigated us through the complexities of cremation and legalities in California. Your expertise and acts of love and respect were a beacon during our painful journey. I apologize for the delay in thanking you on behalf of my family. Overwhelmed by emotions, it took me time to convey how truly professional and compassionate you have been during our distress and the profound loss of Dr. F, a kidney specialist who helped countless patients. I wholeheartedly recommend Neptune's Cremation Services. Dr. F, wife of the late Dr. F, residents of California.

Plantation Florida- Horrible! After reading other consumer complaints about the Neptune Society I need to add mine as a warning to consumers. I would NOT recommend using this service for myself or a loved on. I fully believe it is an overpriced scam which tricks older people into pre-payment and sells services they do not deliver. My mother died in a hospital under hospice care on February 21st and STILL has not been cremated. Her "pre paid" arrangements have been paid in full for many years. Communication with the local "funeral" director has been scant and questions have gone unanswered. I was forced to hold a memorial service without her remains. When we asked to view her we were charged $325 to see her in a SHODDY crematorium in an industrial part. We had to wait in the parking lot while they dressed her and then saw her through a partition. The way we have been treated and taken advantage of during the worst time of our lives is appalling but has gone unanswered even after I asked to speak to a high level leader of the Neptune Group. They are quick to take the money and slow to provide answers or services. I plan to share my experience on social media AND ask for a media investigation into the Neptune Society practices. Just a general internet search shows I am not the only one with issues and it seems Neptune Society issues have been going on unanswered and uncorrected for years. Its unethical to take advantage of older people at the end of their lives and then re-victimize their families. For my family and others who have had problem I feel more needs to be done.

My mother died earlier this month. It has been sad each day since, but what it hasn't been is a time filled with unnecessary urgency and confusion surrounding profound grief compounded by a hefty financial burden for burial expenses. It was important to my mother that plans for her cremation be pre-arranged and paid for to alleviate at least one layer of angst for my brother and myself. Neptune Society made that all possible. I admit to being skeptical of them when she wanted to go to a presentation 4 years ago, but everything just clicked and locked into place nicely. She lived on a fixed income and one of the things she most appreciated was that she was able to pay her policy off monthly, after making a $500 deposit. The policy itself was less than $3700 (remember, this was 4 years ago), and that included absolutely everything. If she had died in Thailand or some other country other than the U.S.A., Neptune Society had her covered. Her policy would have covered her transport back here. As it happened, she did die at home, and the transport folks could not have been more respectful. I had envisioned her leaving my home in a body bag, but no. Nothing of the sort. They wrapped her quite snugly in a sheet and then covered her with a handmade quilt, leaving her face uncovered. She left home looking as if she were simply asleep.. That above all else when I think back brings me the most comfort. I cannot say enough about the quality and compassion that The Neptune Society provides. Mom liked the affordability and thought it to be a responsible environmental choice as well. We liked it so much that my husband and I also bought policies. Money well spent.

Extremely shady marketing practices. This company has sent me advertising twice within a two month period. They have clearly purchased my information from some kind of shady website. They were able to reach me at an address where I have lived for less than a year. Both letters were addressed to people who have never lived at this address or even in this state. One of these people is my dad whose name was mispelled and who was fighting for his life in the hospital when I received the letter advertising cremation. This alone was obviously extremely upsetting at a very stressful time. The misspelling of his name has long been used on junk mail, and I do not understand how this misspelled name became connected with *my(not his) current address in a totally different state from him! The other letter was addressed to my grandmother, who has never lived with me, has never lived in this state, and most egregiously, has been dead since 2010! Whatever shady database is selling my information to Neptune Society was able to connect my name and new address with my dad's misspelled name and my long-passed grandmother's name. Both of which combined with some very unfortunate timing made me livid, of course. I called the company to express the shadiness of their advertising and asking to know which database they purchase from and have my name removed from their records (and hopefully whatever database). I was promised I would receive a callback, which never happened. I will never ever do business with a company using such shady practices to sell a service that people only utilize in grim, unfortunate, and stressful circumstances. I would never ever trust this company to be able to handle such a sensitive topic with any semblance of professionalism, respect, or tact. I hope to warn others about this company.

My experience so far with Neptune does not deserve even one star. My father, who had a prepaid plan, passed away at home and I called Neptune (*** right away. The representative on the phone was not sympathetic and told me to have the police call them once a standard report was filled out. The police officer was surprised but called them only to be told that Neptune would not pick up the remains due to a technicality. The officer let us know and offered to call a local mortuary instead because no resolution was offered by Neptune.I was contacted by Neptune a few days later about the situation. I related the story to the Neptune representative, and she seemed surprised. She also stated that Neptune should have picked up the remains.Since then, I have called and emailed Neptune numerous times. Th same lady called me back and asked for the phone number to the mortuary I had to use instead. She was about to hang up when I asked her what was going to happen. She said she didn't know and was just asked to get the number to figure out some type of payment.The mortuary then contacted me and said that Neptune was requesting paperwork from the mortuary to work out some type of payment. The mortuary advised me not to do this and to speak to Neptune directly.I have called and emailed Neptune numerous times since then. No live person @ customer ***, only a voicemail. No return calls or emails. No one from Neptune contacted me to apologize or work out a solution.Very frustrated and disappointed. My dad chose Neptune and a prepaid plan because he wanted everything to be easy and stress free for all of us after he passed but the opposite has been true. It has been 2 weeks now since my dad passed and I'm still waiting to hear from someone at Neptune. I am very disappointed in their service and would not recommend them to anyone.

I am writing to complain about Neptune's disheartening business practice. My mom had made her death arrangements with Neptune some time ago. When she passed away at home, her nurse called Neptune so they could begin the process of tending to my mother's wishes. Unbeknownst to me at the time, my mom never paid on the contract, but Neptune still picked up her body having this information. Per the manager, ***, in Plantation, Neptune's policy is they will pick up any body without any information on the person. I don't see how that could possibly be true because, as I used as an example, it would not make business sense if I called Neptune to pick up a homeless person who passed away because there would not be a financial gain to do so. When my mom's nurse called Neptune, at that time (!) they should have called me to discuss the balance due and my options and not pick up her body until a conversation was had with the family.
My mom, ***, suddenly passed away on the morning of Nov. 10, Tuesday. Neptune was called by mom's nurse. Her nurse told them that my mom had a contract with Neptune (Again, my mom told me that all arrangements had been made with Neptune and that there was nothing for me to do). So you can imagine my surprise when Neptune picked her up at her home on Tuesday and then *** tells me on Friday, Nov. 13, that she never paid and there was a balance in excess of $3,000.00.
No one from Neptune reached out to me on Tuesday after picking up my mom. On Wednesday morning, I received a call from *** needing additional information for the death certificate which I sent by email later that night. I did not hear from *** Thursday. I sent him an email Thursday morning asking what was the next step, no response. When I called the office, I was told he was with clients. He finally sent this email response Friday morning, "HI, I was in training yesterday, sorry, when you have a minute this morning please call the office to discuss the number of death certificates and the final disposition of mom's remains." 30 minutes after the email (3 days of my mom being in Neptune's custody), *** calls to inform me that my mom never paid and as a "courtesy" they will discount her balance to $1,900.00. So really, Neptune will pick up a person to "hold hostage" and play on the emotions of the family. They will charge an outlandish price and in the midst of dealing with the death of a loved one, the family will pay. Thankfully, I had the support of others to guide me elsewhere. Also, *** offering to waive the fee of having my mom moved is an absolute joke. Neptune was wrong in picking her up to begin with, prior to informing the family of the status of contract. Neptune preys on the raw emotion of the survivors in hopes of making a buck. It is disgusting!

I was asked to handle the funeral arrangements for my father in law. I was very close to him, so I was upset as he was in his last day of life on July 20 when I contacted the Neptune Society of Palm Harbor. I called them because the California branch had handled my Mom and Dad's cremation. While the process was slow, there was no problem. But this time was different. I called up the Neptune Society and was connected to a salesman named Dave Navarre. I told him I wanted the same package as my Mom and Dad, which was the minimum package. He quoted me a price of $2304, which I though was pretty high for the minimum, so I asked him again if that was the minimum price and he said yes. I went ahead and made the arrangements. Then after my father in law died and I calmed down I began to get curious. I looked on the internet and found a site that said the minimum package actually cost $1849. I called back to the Neptune Society and demanded to know why they had overcharged me. I spoke to someone named Russell who told me that they would refund the difference, $423, but it "might take a few days." I accepted this and waited for my father in laws remains to arrive. And waited. And waited. I also called repeatedly and asked about my refund. I was told that "corporate" was handling it. I asked where "corporate" was located and I was told it was in Houston, Texas. Then I looked on the internet and found that it was actually located in Plantation, Florida. I knew I was being conned, but until I had my father-in-law's remains in hand, I knew I could not take further action for fear they would not deliver them. Then, two days ago, they were sent...to the wrong address. I went to pick them up at the post office, and then again called the Neptune Society and asked for my refund. The lady I had been working with, Rachel Trout, had quit so I was connected to another woman. When I asked about my refund, and I admit I was upset at this point, she hung up on me. I called back and asked to speak with her supervisor and was again connected to "Russell." Russell told me he was actually in the corporate office, but that he would have to send an "email" in order to get my refund. I wondered, if he was in the corporate office, exactly who he was emailing, but I then realized this was just another con and stall tactic. I looked up the Neptune Society's legal record and found that there was a current lawsuit against them in the State of California for not providing refunds due. I had already filed a complaint with the Florida Attorney General, so I felt that the only thing I could do at this point was go on line and warn people about this organization. DO NOT TRUST THE NEPTUNE SOCIETY. They have a record of trying to "up-charge" the bereaved in their time of sorrow and then not returning the over charge if caught. BEWARE!

My mother purchased a Cremation Plane in 2013 to save her family from any distress. She had needed home care so my family moved her from Washington to my sisters in Montana. My sister visited the Neptune office in Spokane Washington shortly after the move and was told she would not be covered as she relocated to Montana. She was offered a full refund, but my sister did not have the urn, so she would return for the refund after she got the urn from Montana. I picked up the urn in Montana months later and went to the Neptune Society office in Spokane WA. I was told that they had arrangements with funeral homes in Missoula Mt and would cover it but would not give refund. I thought all was well. She passed 2/7 at 1am . I contacted Neptune Society on Monday and was told by the clerk she had not been contacted by funeral home but she would call them and that it would be taken care of and she would make arrangements. She did not call or call me back. I called later again Monday but again told they would call me after calling Funeral home. Again No Call. Called Neptune on Tuesday. Neptune Society kept changing the response to my Mother Moving to Montana from Washington. First she was not covered then she was. Depends on which clerk you talked with. Talked with at least 6 different clerks. Nothing was ever consistent. They had the contract but never offered the same information each time I called. Was told we needed to call Neptune before we called funeral home. Sorry 1am Sunday with unexpected loss of our mother , this was not a concern. We were told she was not covered because she did not have travel covered on contract, but people in the office kept saying they had a 3rd party in Montana that would take care of it. We were offered a full refund then not offered a refund. They offered a half refund but would not refund URN, again $750 charge my mother did not need, she wanted her ashes scattered. They offered funeral home over $900 cost plus interest on it ,then offered me only $691 to pay funeral home . If it wasn't for the funeral home taking care of this and being very generous, this would have been a greater distress for my family and I. Would not recommend the Neptune Society pre Cremation plan to anyone. Please read the "Should you prepay for your funeral?" at (https://funerals.org/?consumers=should-you-prepay-for-your-funeral) . This site has very good information from the Funeral Consumers Alliance. Neptune Society Needs to train there Clerks as I received no United answers to my issue or questions. Each one was a different experience or answer. I don't need the stress at this time. Neptune does not have a clue what they are doing to us in our time of distress. The funeral Home in Montana says they were given different answers depending on whom they talked with to their inquiries as was I. Could have been a lot better situation if all persons Neptune Employees knew their jobs and were correct and consistent with their answers.

I was lied to by Neptune Society representatives. I was told when I signed up and provided payment information prior to my sister's death, which was imminent that the price was set and the only additional cost would be the cost of the death certificates and the Medical Examiner's fee.
I initially contacted Neptune Society regarding arrangements for my sister, ***, on May 14 at 5:58 p.m. after being advised by medical personnel that my sister would probably not make it through the night. *** called me back at 7:31 p.m. She advised me in that telephone conversation that if I enrolled that night the price would be only $1953.00 plus death certs and Medical Examiners fee. If she passed before enrolling the cost would be $2160. She indicated she could enroll my sister in a plan that evening and that would assure her that price even if she passed away before the morning. She was willing and did come over to *** Hospital where we sat in the parking lot by the emergency room until almost 9 p.m. completing the required paperwork. After all the paperwork was completed and payment information provided, I was informed that my sister was covered and the only additional expense after her passing would be the cost of the death certificates at $5.00 each and the Medical Examiner's fee of $230.00. I was told this was set even if my sister passed before the morning. I was told this as I emphasized repeatedly that she was not expected to live through the night. I was told I would have some additional paperwork to sign on Monday, but I was assured that the price was set.
My sister survived through the night but passed away at 9:05 p.m., May 15, the next evening, 24 hours after the agreement was completed. Her remains were then picked up and entrusted to the Neptune Society.
The following Monday, May 17, I was contacted by *** of the Neptune Society. I was told in this telephone conversation that the rate I was promised on Friday, May 14, would not be honored because it was not entered into "the system". As they had my sister's remains, I felt I was stuck and had no choice and went to meet with Mr. at the Neptune Society in Albuquerque, NM on Montgomery Blvd NE.
Feeling trapped as they were in control of my sister's remains, I settled on a package that was closest in price to original agreed upon cost. The final cost ended up at $2552.42 including $230.00 for the Medical Examiner and $15 for Death Certificates (3 @$5). This was after a "discount" offered on that date of $313.00. This also included a memory item (an item with cremains in it). The package offered a memory item up to a cost of $89.99. The item that was selected, a small cross, was $149.99. The difference of $60 was part of the $313.00 discount offered by Mr.
The original agreed upon price with Ms. came out to $1952.35 which after adding the Death Certs ($15) and the medical examiner's fee ($230) would have totaled 2197.35. I ended up paying $355.07 more than I was told I would have to pay. I ended up with a memory item, a small cross, that I did not anticipate. In reality I feel I paid $355 for it.
I felt trapped and had no choice under the circumstances as they had my sister's remains. I was not presented with the option of declining their services since they were not going to honor the original agreement. I was grieving and although I knew this was wrong, I proceeded feeling I had no choice without incurring additional expenses which I was already trying to avoid.

Continually unsolicited contact from neptune society after receiving settlement for same . I just moved within the last year . They sent their advertisement as " community survey .

My husband, Gary Lynne *** and I signed a Contract with Guaranteed 30 day Money Back Guarantee. Have not credited our Credit Cards. We mailed Cancellations February 27 as requested. They continue to give odd reasons why Credits have not been issued, nor have they met with us to select the New Contract.

My husband and myself have a contract with Neptune Society and asked them to remove the Travel Portion of our contract $519 each and be reimbursed for it. They have discontinued our contract and refuse to reimburse the $519 each. We have paid into the contract since October. We want to use their services but dont need the Travel option. We want our money sent back to us. The company has exploited many consumers and take advantage of Senior Citizens.We have paid our portion for Direct Cremation. We want to be given our money back.

My mother passed away March 11, 2022. She purchased and was paying on another contact for my brother. I went in to go over the cremation of my mother and ask about cancelling my brothers cremation. The person that came in told me that only my mother could cancel. Really! But that she would check with corporate to find out what the policy is and that I needed a death certificate. We finally received my mother death certificate April 6, 2022 so they had the certificate and I turned in a letter to cancel the contract. My mother paid $1184 including interest. I received a letter today that the refund would $167.15. This is crazy. Be careful purchasing with this company. Also, if you purchase assign someone that will be able to cancel the contract.

I purchased a cremation plan and told the salesperson I did not want the "memory box." She told me if I wanted the cremation plan I HAD to buy the box. I told her again before I signed the paper work that I did NOT WANT THE BOX.She said I could donate it, or throw it away, but I was still responsible for paying for it.I asked, "Even if I don't want it'" and she told me that I was REQUIRED to buy it, whether I wanted it or not. I had 30 days to return it, but had been told that I had no choice and had to pay for it. I wanted the plan, but not the box. She forced me to buy something I did not want. I have tried to resolve this, but nothing has been done. Product_Or_Service: Cremation Plan Memory Box Order_Number: XXXXXX Account_Number: XXXXXXXXXXXX

My wife passed away on 04/17/2022, and the Neptune Society is designated as the funeral arranger. I received a letter in April confirming their clearance from the county and the need to review and register the death certificate. After this, copies of the death certificate will be available within 24 hours. The next step is to schedule the cremation at their facility, which is inconveniently located over an hour from my home. Despite the distance, they agreed to send the ashes to my house for a private funeral. I have been in contact with the arranger to discuss the proceedings, but as of late April or early May, I am still awaiting a response. I am also seeking assistance from my trust and financial advisors, but they have not returned my calls. My wife and I arranged our services with this company in 2008, and I now regret our choice. I expect a response from Neptune Society and am considering holding them accountable for the delays and discussing a potential refund.

My husband William *** died on March 21 at Kaiser in Vallejo, CA. Neptune Society followed up. Somehow the date of death was reported as March 22. Four months have passed *** I have still not received amended death certificates. Repeated calls to the Marin Neptune Society to inquire about the delay have not been fruitful (19 times out of 20 it's an answering machine, and my calls are not returned). A month ago I called the hospital: they verified the date of death and said they had not received any paperwork from Neptune. I also called the State Dept. of Health, and they have an open file, and no further information. I cannot figure out where the delay is. Or if this is a typical delay. I get different stories on how long it takes to correct a death certificate: at first Neptune said 3 months, but now they're saying it could be 6 months. Lack of communication is stunning.

I have reached out to the Neptune Society several times asking them to stop sending Any and ALL Mail Correspondence to me what so ever. But today once again, they have sent more mail to me. And this time it was i a blank envelope with no return address under the pretense of being a "community survey" so I could not even refuse the delivery and mark it "return to sender." I have requested that these people stop sending mail to me so many times that for me to continue to receive mail from these people is nothing short of Blatant and Malicious Harassment. I will be contacting the Attorney General's Office for my state and look into filing a harassment complaint against them today. Hey Neptune Society if someone asks you to stop mailing your Garbage to them and you continue to do so, do you actually think that the person that you continue to Harass is going to Ever Decide to do Business with you people? The Answer is NO! Stop Mailing Your Crap to me IMMEDIATELY! And Stop Harassing People with your FAKE "Community Survey" too because you know Damn Well it is just a Business Solicitation. And a Backhanded [censored] One at That!

The products I received are overpriced and came damaged. These products are worth $350 max, not almost $1,500. Lack of transparency on the products. I signed my contract July 21. Mrs. Rivas was my agent. I received no photos of the products. Just an itemized price list. They priced the urn at $350 and box at $485 and charged me for their own Planning Guide at $200. I did not realize it was going to be a printed book that should be worth $5. The box I received was a cheap mass produced piece of trash, worth $20 at most. The box came in with a gash in it and the felt was coming off, like they didn't use enough of the cheap glue Chinese manufacturing companies use for their cheap products. The urn should be worth about $40. The prices I paid were much too high for the quality I received. I feel like I was defrauded of my money. They knew if I saw the photos of the products that I would not have got sucked into a $1,400 contract to receive items that are worth less than $200. I asked to see the products, but I got an itemized price list instead. I decided to trust them, and I got screwed over because of it. I will provide photos as soon as I can to further prove my point.

My husband died on the floor of his bedroom. Neptune Society placed my husband on a stretcher to transport him away. Their stretcher left grease spots all over the carpet where my husband lay. I sent them pictures of the carpet. I have spoken to the person who helped me with the deposition of my husband several times. He gave me responses like so many people are dyeing and he didn't have time to deal with me. I gave him one month to settle down and returned my call. He said it was the transports company's responsibility but would not give me their name. Next call he said he didn't want to pay to have it cleaned. I filled out a survey from the company stating ***'s poor responses. After all I am dealing with the grief over losing my husband and should not be treated so harshly and unsympathetically. I spoke about my survey results with ***, the companies Manager, who said he would address the problem. With no response I again called *** and he mentioned *** had spoken to him. He said he would contact me in a few days but did not. When I again called him he was unavailable. This service is unacceptable. I have paid them for a dependable service and have received terrible service.

My mother passed *** on 7/21. We received a certificate of scattering contains wrong information. My mother passed *** on July 21 at 2:35 p.m. I was present at the time. She had already prepaid over $2200.00 for pre-need cremation services which included scattering of her ashes at sea, and a certificate of scattering. I never received the certificate and when I wrote a letter to them, did not get a response. I called a week later and spoke with someone (laShon?) who stated the certificate would be sent to me. On Today, 3 months after her death, I received a certificate, but with incorrect information on it. According to what I was told by Neptune Society, she was cremated (not sure of the date) and her ashes scattered on July 30th. I have nothing in writing so am not sure of those dates. Today I received the attached certificate. It is not possible for her ashes to have been scattered at 10:30 on July 21 because at that time she was still alive. I do understand that mistakes are made but this is extremely upsetting to me and my family and should not have happened. I really wonder what actually happened to her ashes. This is unacceptable and we did not receive the level of service that was paid for.

Neptune is hassling us to pay $8,916.12 we do NOT owe! Problem & Purchase Date: Jan.30, 2020. Neptune Acct#s: Mary L. ***, and C. Dean *** #XXXXXXXXXXXX - #XXXXXXXXXXXX ; Renee ?(no card), Amt: $8,916.12; VISA Citi Card My wife and I canceled our Cremation Contracts with Neptune by phone, and our credit card, 2 days after paying their agent who came to our home (seniors). The credit card company investigated and gave us the credits for both contracts ($2972.04 and $2972.04) in March . In April, Neptune credited us in ERROR for $2972.04. I contacted their office and left a message(no one EVER returned our calls). In May we received a letter from a collection agency saying we owed $8,916.12. ( $5944.05 - disputes & $2972.04 - extra ERROR refund.)We sent them copies of our credit cards for March and April showing we only received 2 original credits and the ONE Extra credit and we would gladly pay if they would send us an official Invoice showing TOTAL DUE: $2972.04. They have continued to hassle us for the outrageous amount. I offered to do a conference call with our credit card agent if the statements are not proof enough. So far they have not agreed. They say our credit card is holding the extra money in a pending account, which our credit card says that is something they do NOTdo! We do not want to hire an attorney, but we do not want our excellent credit rating ruined!

We were supposed to get a handprint from my father before he was cremated. The company only took a fingerprint even though we filled out the form. My father recently passed *** unexpectedly. I wanted his handprint along with a fingerprint. I filled out their form. I marked the box for his right handprint and a fingerprint. The "prep team" only produced his fingerprint before they cremated him. They made a judgement call and tried to tell me I filled the form out incorrectly. Now I have no way of ever getting the handprint that I had made plans to make a special keepsake with. Instead of double checking or simply picking up the phone to ask, they decided for me and just took a fingerprint. I will never have the chance to get his handprint. They took that from me. He wasn't just my dad, he was my best friend. The "gentleman" who released my dad's ashes kept repeating, "Well there's nothing we can do about it now." To the point where I had to tell him to stop, "you're making it worse." Needless to say, I'm crushed. Their sole purpose is financial gain. You are simply a business transaction. His forced empathy was only making things worse. I paid the company to do their job and they only had 1 chance to get it right. Brent Glenn was the gentleman who works for Neptune Society and we verified with him that we would be able to get a handprint. He instructed me to check off which hand I would like the print of. He is also the same individual who kept saying "It's too late now." Very contradictory.

April 10,2019 I entered in contract to purchase the cremation service. I put a deposit down of $299.00.Amy the rep said that it would be awhile before I receive anything in the mail. However I would receive business cards with contact info to give to my family. They would have contact info when i pass. I rec the cards several months later with incorrect info. i called the #in the letter to req corrected cards. I never received the cards. I work and forgot about this and then in January . I received the signed contract stating they went paperless and was returning to me.. i then realized that i have never received any coupon book or statement to pay on this. I went to the business on Feb7,20 to cancel the contract. I signed the paperwork.they told me that they could not refund my deposit as I did not cancel with in the 90 days of signing. I advised i didnt want to cancel at that time. but it has been a year. they said that they sent me the statement. then they said that they tried to put my payment on my card. they told me the card wasn't any good. I advised them that i did not sign up for auto pay.I asked them then why they did not try to contact me or turn me over to collections and they had no answers.They refuse to give my refund as they are blaming me for not contacting them in the first place. they are the ones needing my money. But there was no contact from them at all. There were no calls or letters in the mail. They told me that the funds were not available to give to me. Product_Or_Service: cremation service

Neptune Society charged $3,472.13 on 09/30 and committed unlawful bundling, egregious semantic deception and fraud against an elder person. Trust Funded Prepaid Funeral Benefits Contract Control No. XXXXXX Contract No. XXXXXXXXXXXX Date signed: 9/30 Purchaser: *** Dowe *** Disposition: Cremation Sales Agent (Counselor): Edward Rhodes Seller's Representative: Bonnie Kuhlmann DECEPTION 1. The complaintsboard.com (Complaintsboard.com) links on multiple pages at the Neptune Society Dallas Plano website were not activated hyperlinks to the Complaintsboard.com website that included an !Alert. DECEPTION 2. Edward Rhodes is classified as "Counselor" where he electronically signed the Funeral Benefits Contract on page 4 of 5. Electronic signatures are not valid. DECEPTION 3. Edward Rhodes' sales pitch was a 2-hour presentation, but the multiple documents of Neptune Society Dallas Plano and related entities and his sales pitch consisted of obfuscation, distraction, confusion, omission, deception, and were generally misleading and entrapping. His aggressive, predatory behavior and evasive, incorrigible lying are characteristics of a deceiver and fraudster. DECEPTION 4. My contract included merchandise that I told Edward Rhodes I did not want the wooden urn kit deceptively described as "Neptune Memento Package" with "a biodegradable urn standard type" at a cost of $1,484.48, and the scattering of ashes deceptively described as "Peaceful Farewell Bundle (PW)" at a cost of $499.00, for a total of $1,983.48. DECEPTION 5. When I asked Edward Rhodes what the item "Sterling Silver Jewelry Up to: (129.00 PW)" referred to and what the "(129.00 PW)" meant, he said: "It's a 'throw in' and the "129.00 PW" was just a number." As the documents show, he used an undefined term, "throw in', and he evasively deceived me about the meaning of the "129.00 PW". As I later discovered, Neptune Society sells "Keepsake Jewelry (Stainless Steel) for $129.00. DECEPTION 6. The General Price List and Edward Rhodes did not "explain the reason for the charges on the written memorandum". Neptune Society General Price List of Pre-Need Cremation Services Page 2 > ITEMIZED SELECTIONS If legal or other requirements mean you must buy any items you did not specifically ask for, we will explain the reason in writing on the statement we provide describing the funeral and services you selected. DECEPTION 7. The brochure entitled Information About Prepaid Funeral Planning provided by The Texas Department of Banking was buried out of sight between other documents stapled together. DECEPTION 8. The Neptune Society Disclosure/Disclaimer Form consists of multiple falsehoods. Edward Rhodes did not explain each of the 10 items listed on the form. DECEPTION 9. The Transportation and Relocation Protection Plan (TRPP) is bundled with the Neptune Society package. DECEPTION 10. The Trust Funded Prepaid Funeral Benefits Contract, on page 4, states under the heading "Required Signatures and Notices": Do not sign this contract before You have: (1) read it, (2) had an opportunity to ask questions and review the preneed informational website at www.prepaidfunerals.texas.gov, (3) received a copy of the Provider's General Price List, (4) received a copy of the Seller's Information Preneed Brochure, and (5) been offered the Provider's Casket Price List and Outer Burial Container Price List before discussing or being shown these goods. ... See the Notice of Cancellation form provided to You for an explanation of this right. Edward Rhodes violated all five items. DECEPTION 11. The DocuSign app was used for all signatures by all of the signatory parties on the Contract: ***, Edward Rhodes, Funeral Director (*** Smith) and Bonnie Kuhlmann. An electronic signature is generally not valid. DECEPTION 12. The Neptune Society method to cancel my contract, paid by my Citi MasterCard, required an undue cost and burden on me without any notice prior to my signing the contract. DECEPTION 13: The Neptune Society Dallas website home page claims "30 day money back guarantee", but this guarantee is not mentioned in their contract.