Our family had an extremely disappointing and frustrating experience. During an already emotional…read moretime, we were met with poor communication, unprofessional behavior, and numerous mistakes that added unnecessary stress and heartbreak. Issues we encountered: It took an excessive amount of time to receive a return call just to schedule the service. We were told the ONLY available day was Friday or we would have to wait an entire additional week because there were "no Saturdays available." After looking into the schedule further, there were no services listed for Saturday at the time. The Funeral Director was extremely rude and unprofessional throughout the entire process. He did not properly review the pre-paid service plans that my grandparents had already purchased, including plots, casket, vaults, and opening/closing services that were fully paid in advance. When we asked multiple times for the Manager or General Manager's contact information to verify the plans, he refused to provide it and instead insisted the full payment be made by Thursday or the service would not happen. The funeral home had incorrect plot information in their system due to someone writing down incorrect details. Thankfully, we had our paperwork showing the correct plots and were able to get it corrected before burial. On the day of the service, the requested hair, makeup, and nails for my grandmother were not done according to our wishes and appeared poorly done. The obituary was incorrect even though the family provided a completed version. The Funeral Director made changes without confirming accuracy. Service handouts contained multiple errors, including missing pallbearers' names and incorrect last names. The facility itself appeared old, run down, dusty, and not well maintained. The audio system had issues, and the video tribute would not play correctly. It took 30 minutes to resolve, and ultimately a 13-year-old family member had to get it working. The Funeral Director struggled to locate or play the requested music selections, despite being provided the song titles and links ahead of time. Four months later, we are still waiting for the headstone to be placed. When visiting the cemetery, we found only a placement marker and items we had left at the plot the previous week were gone. Families should not have to manage these issues while grieving. We trusted this funeral home to handle arrangements with professionalism, respect, and care, especially considering services were pre-paid. Unfortunately, this experience fell far short of expectations. I hope improvements are made so that other families do not have to endure this level of stress during such a difficult time.

IF I COULD MAKE THE RATING AT LEAST 50 NEGATIVE STARS, I ABSOLUTELY WOULD!!! I WILL ALWAYS REGRET…read morehaving used this place and will NEVER have anything even neutral to say about them. I will NEVER use them again - ever!!!! I've learned they use a local family's name to hide behind plus other business names. They also run several other locations in this area and elsewhere around the country so you need to watch out for them. Their tactics include but are not limited to: pushing you to make choices immediately, calling you way too frequently to "follow up", promising you anything to make the sale (but not delivering), changing prices continuously, not returning phone calls once the contract is signed, not being truthful, making your private contact information public knowledge, not responding to requests for written communication, ignoring the state Attorney General's Office, etc, etc., etc. Eight and 1/2 months after they were paid in full but still had not provided the merchandise nor contacted me, I voided the contract and advised them I would no longer accept delivery. This written Time Limit Demand Letter was both hand delivered and sent via certified mail; I requested written communication along with a refund. Three months have passed and they're still ignoring all efforts - even the AGO's office. Obviously the attitude of both the business and of their employees is "we don't care - ethics and integrity be damned". Multiple times their promises included 30 days for delivery of the standard headstone, temporary use of mausoleum space, etc. After the contract was signed though they tried to increase the price another 25%, delivery suddenly switched to 60-90 days maximum, an expensive feature/picture on the headstone could not be done, the mausoleum space went away, and now 350 DAYS LATER THERE IS STILL NO HEADSTONE! I only learned by accident about the picture allegedly not being able to be done yet no refund was offered; I had to ask about the refund and was promised it. The refund never happened until my bank card carrier intervened and Rivermonte did not respond to their inquiries either.