Horton's Funeral Home

July 29, 2014
Kindly receive this reply to address the matters concerning [redacted], sister of the Late [redacted]. who passed away on April 1, 2014. [redacted] Funeral Home of [redacted], Maryland contacted us to:A. Secure the remains of [redacted]...

[redacted]. from the [redacted]’s Hospital of Washington DC.The funeral home secured by the family is not dually licensed to transport human remains to or from the District of Columbia B. Release the remains to [redacted] Funeral Home (as instructed by the family)
C. File the death certificate in the District of Columbia (as required by law)
D. Request of the Medical Examiner authorization to cremate said human remains (as required by law)The following replies are statement of facts concerning [redacted]’ complaint:
1. “...NO ethical customer service that helps the briefing (grieving) family get through the paper work in a respectful manner” While it is indeed disheartening to read that [redacted] is highly disappointed in her dialog with and processing of the matters concerning this case, it is imperative that we convey our apologies for what appears to be a lack of communication or understanding of the process as a whole. There are several entities involved with this case whose protocol we must oblige. Regardless, it is our mission to be a blessing to the bereaved families while simultaneously upholding the dignity and respect of their deceased love one through professional care and consideration. Considering this is the first time Mr. Randolph H[redacted] (Pres. 5 CEO) has heard of this grievance, he too is taken aback at the magnitude of distrust and anguish – he again specifically conveys his sincere apology to [redacted].
2. “... when a funeral home constantly makes errors in documents submitted and these documents are constantly kick(ed) back there is something wrong with this substandard service” There indeed were errors requiring corrections. a). Error No. 1 - The decedent’s name submitted to us via [redacted] Funeral Home was filed with Vital Records exactly as penned (see supporting documents attached)This error was not in our purview of responsibility and therefore not our fault b). Error No. 2 - The decedent’s race submitted to us from the family was filed exactly as conveyed by the family (supporting documentation attached)This error was not in our purview of responsibility and therefore not our fault c). Error No. 3 – The cause of death as penned by the attending physician of [redacted]s Affairs Medical Center was not approved by the DC Medical Examiner’s OfficeThis error was not in our purview of responsibility and therefore not our fault3. “This is April 15th and still my brother's body is laying on a gurney waiting to be cremated, and hepassed 14 days ago.” Unfortunately, all of the errors detailed in item No.2 were time consuming in that they needed to follow a particular protocol for corrections: (i.e., the decedent’s name 5 race had to be corrected via Vital Records requiring an amendment process; the cause of death correction had to be rescinded by the attending physician and ultimately said language approved by the Medical Examiner for cremation approval.We too agree that this process is oftentimes lengthy and the system somewhat fragmented causing even greater despair on the families. Unfortunately, we – the funeral homes – cannot change this system and, as one can see, it reflects fully on the funeral homes as a whole. Regardless of whose fault, it is still worthy of acknowledgment that this system is still “broken” and needs revising.
4. “This funeral home did not have a problem collecting over $300.00 dollars in dues and fees...”The FTC requires a General Price List (GPL) disclosing our pricing and services. The professional services rendered to this family according to the GPL were: “Forwarding Remains to Another Funeral Home”, filing of “Certified Copies of Death Certificate” and “Medical Examiner’s Fee for Cremation Approval”. These items totaled more than $1,924.00. Our relationships with our professional peers are extremely essential to the industry at large. We therefore provided a discount exceeding well over $1,500.00; we therefore DID NOT PROFIT in any form regarding this case.
Therefore, according to statement of facts, agencies and matters of protocol, it is our recommendation that this be presented to the DC Medical Examiner’s Office for review with our apologies again conveyed to the family for their elongated discourse to find resolve and rest for their deceased loved one.Respectfully Submitted, [redacted]elenaMarie L[redacted]for Randolph *. H[redacted]

My brother who lived in D.C. passed away on 12-13-15. I contacted Rick P[redacted] of Horton's F.H. on or about 12-17-15 and made arrangements with Horton's to handle my brothers cremation on 12-19-15. All required paperwork was faxed on 12-22-15. He was taken from the M.E. on 12-23-15, a cashier's check for the full amount of services was mailed overnight on 1-7-16. My family lives in Texas and everything was handled via e-mail, postal mail, phone, and texts. Horton's was chosen because P[redacted] sounded so sincere with concern for my family. The service we received was a most horrible experience. Communication with P[redacted] was the worst; no answers to various texts, phone calls and e-mails; failure to keep phone conferences and then finally nothing. When Horton's was contacted a direct answer was never possible or lies were told. They filed paperwork incorrectly with the Medical Examiner's office for the cremation certificate on 1-9-2016; however because of their ineptness the application had to resubmitted and was finally issued on 1-19-2016. On 1-25-16 my brother was cremated. Horton's picked up his remains on 1-27-16 and my family didn't receive them until 2-26-16 and the cost for the mailing went from $70.00 to $150.00. When asked why, I was informed because of the weight. On 3-2-16 the official death certificate was completed and mailed to Horton's on 3-4-16 per the M.E's office. As of 4-7-16 we have not received the certificates. You would think that people in the business of handling the remains of others loved ones would have some compassion for a family that is over 1,000 miles away from their loved one. My family has suffered great agony as well as physical and emotional distress at the hands of the most uncaring people I have ever come in contact with in my 63 years. The only compassion and satisfaction we received was from the Medical Examiner's Office and the crematory; both contacted Horton's on my behalf. The crematory told me Mr. W[redacted] at Horton's said for me to call him. On 3-16-16, I did and Mr. W[redacted] lied to me concerning when he had received the death certificate and informed me that I should have them next week. I had already talked to the M.E.'s office before I called him and I knew the truth. As of 4-7-16 they have not arrived.

Review: My brother passed on April 1st, 2014 in the ** Hospital. R.N. Horton Company was in charge of retrieving the body and doing the paper work for cremation. This company, I found out through the process has NO ethical customer service that helps the briefing family get through the paper work in a respectful manner. I had to get on the phone, after not hearing from them for a few days concerning the process and spoke to a Mr. W[redacted]. Who said that the documentation was submitted to the Medical Examiners office and that they were waiting for the signed approval so that we can move forward with the cremation. I understand about dealing with red tape and time constraints, however, when a funeral home constantly makes errors in documents submitted and these documents are constantly kick back there is something wrong with this substandard service for a grieving family. I will never, ever, EVER recommend this funeral home to anyone, not even my worst enemy. This is April 15th and still my brother's body is laying on a gurney waiting to be cremated, and he passed 14 days ago. I called the medical examiner's office and they informed me that the reason the forms have not been signed was because the funeral home was not filling out the forms correctly, again, and again. This funeral home did not have a problem collecting over $300.00 dollars in dues and fees right there and then, but the service received afterwards has been a nightmare for my whole family. Worst, yet, family and friends are wondering what kind of incompetent third world country service is doing in this country? my other brother passed in [redacted] in 2001, in less than a week's time he was cremated, the documents filled by the funeral home for the country and the US Embassy, immigration, and customs were filled perfectly all in two languages!!!!!!!!!!!!! My over all complain is that this funeral home is the worst nightmare a grieving family has to deal with. This organization passes the bucket unto other agencies for their mistakes.Desired Settlement: I would be satisfy with the refund of the moneys paid to this agency that has caused more pain and grief with their delay protocol of form filling, with picking up and the handling of documents. They don't care how is the family dealing with the grief, they move one day at a time, and do not provide any customer service to the grieving family. This business also, practiced passing the bucket for their mistakes unto other organizations like the Medical Examiners Office, and the ** Hospital.

Business

Response:

July 29, 2014 Kindly receive this reply to address the matters concerning [redacted], sister of the Late [redacted]. who passed away on April 1, 2014. [redacted] Funeral Home of [redacted], Maryland contacted us to:A. Secure the remains of [redacted]. from the [redacted]’s Hospital of Washington DC.The funeral home secured by the family is not dually licensed to transport human remains to or from the District of Columbia B. Release the remains to [redacted] Funeral Home (as instructed by the family) C. File the death certificate in the District of Columbia (as required by law) D. Request of the Medical Examiner authorization to cremate said human remains (as required by law)The following replies are statement of facts concerning [redacted]’ complaint:1. “...NO ethical customer service that helps the briefing (grieving) family get through the paper work in a respectful manner” While it is indeed disheartening to read that [redacted] is highly disappointed in her dialog with and processing of the matters concerning this case, it is imperative that we convey our apologies for what appears to be a lack of communication or understanding of the process as a whole. There are several entities involved with this case whose protocol we must oblige. Regardless, it is our mission to be a blessing to the bereaved families while simultaneously upholding the dignity and respect of their deceased love one through professional care and consideration. Considering this is the first time Mr. Randolph H[redacted] (Pres. 5 CEO) has heard of this grievance, he too is taken aback at the magnitude of distrust and anguish – he again specifically conveys his sincere apology to [redacted].2. “... when a funeral home constantly makes errors in documents submitted and these documents are constantly kick(ed) back there is something wrong with this substandard service” There indeed were errors requiring corrections. a). Error No. 1 - The decedent’s name submitted to us via [redacted] Funeral Home was filed with Vital Records exactly as penned (see supporting documents attached)This error was not in our purview of responsibility and therefore not our fault b). Error No. 2 - The decedent’s race submitted to us from the family was filed exactly as conveyed by the family (supporting documentation attached)This error was not in our purview of responsibility and therefore not our fault c). Error No. 3 – The cause of death as penned by the attending physician of [redacted]s Affairs Medical Center was not approved by the DC Medical Examiner’s OfficeThis error was not in our purview of responsibility and therefore not our fault3. “This is April 15th and still my brother's body is laying on a gurney waiting to be cremated, and hepassed 14 days ago.” Unfortunately, all of the errors detailed in item No.2 were time consuming in that they needed to follow a particular protocol for corrections: (i.e., the decedent’s name 5 race had to be corrected via Vital Records requiring an amendment process; the cause of death correction had to be rescinded by the attending physician and ultimately said language approved by the Medical Examiner for cremation approval.We too agree that this process is oftentimes lengthy and the system somewhat fragmented causing even greater despair on the families. Unfortunately, we – the funeral homes – cannot change this system and, as one can see, it reflects fully on the funeral homes as a whole. Regardless of whose fault, it is still worthy of acknowledgment that this system is still “broken” and needs revising.4. “This funeral home did not have a problem collecting over $300.00 dollars in dues and fees...”The FTC requires a General Price List (GPL) disclosing our pricing and services. The professional services rendered to this family according to the GPL were: “Forwarding Remains to Another Funeral Home”, filing of “Certified Copies of Death Certificate” and “Medical Examiner’s Fee for Cremation Approval”. These items totaled more than $1,924.00. Our relationships with our professional peers are extremely essential to the industry at large. We therefore provided a discount exceeding well over $1,500.00; we therefore DID NOT PROFIT in any form regarding this case.Therefore, according to statement of facts, agencies and matters of protocol, it is our recommendation that this be presented to the DC Medical Examiner’s Office for review with our apologies again conveyed to the family for their elongated discourse to find resolve and rest for their deceased loved one.Respectfully Submitted, [redacted]elenaMarie L[redacted]for Randolph *. H[redacted]

Review: Since the release of the autopsy results of my deceased spouse in Feb 2012,the funeral home has delayed and prevented our filing for survivor benefits as a result of the number of errors they have made and continue to make on the death certificate.

I have made numerous attempts and calls to get them to effect changes,sending them the necessary documents as they had requested,getting in contact with vital records in Richmond,to no avail. It's always one excuse or another from the funeral home management.

Their most recent actions being unacknowledged phone calls and shifting of blame to dept. of vital records.

I am at my wits end and request assistance with this.Desired Settlement: I would like for the monies that were paid for these services be refunded and that they be called to order within the next week. I would also like that they compensate my kids and I for the loss of income resulting from their actions