Steps for Resolving Complaints
(each step may result in resolution so you could stop there)
1. Contact the Funeral Home (FH) or Cemetery (CEM) with your concern.
Express your Complaint so that you will be heard and understood:
*Be specific,
*Be friendly/relaxed
*Be brief,
*Tell them what you wish THEM to do. What would satisfy you?
1.5 If the FH or CEM doesn't respond positively then you should contact a funeral consumer advocate. Funeral Consumers Alliance has enthusiastic volunteer experts nationwide. They may be able to help you see what your real case is so you can focus on getting what you really need.
2. Follow up with the FH or CEM in writing. Let them know you are prepared to submit the complaint to the appropriate authorities if they can't resolve your concern; This serves several purposes:
-It's stress reducing to get this out of your head and onto paper.
-Getting things down while they are easy to recall will help accuracy.
-Later you can simply copy and paste as you continue to reach out for the appropriate help.
-The FH or CEM will know you are serious.
-If your description is calm, clear and factual they should see you are sincere and reasonable.
-They can plan a more thoughtful response.
3. Submit complaint to Utah's Office of the Attorney General (AG): how-to on the Utah Ag's website
4. File your complaint with the Federal Trade Commission (FTC). Although the FTC cannot resolve individual problems for consumers, it can act against a company if it sees a pattern of possible law violations. It is not a violation of The Funeral Rule that "The Funeral Director spoke in a rude tone". See what violations are applicable in the Free PDF of the FTC's "Funeral Rule" or talk to a volunteer at your local FCA . Anyone familiar with The FTC's Funeral Rule will be able to help you figure if your complaint has violated The Rule.
To file your complaint: https://reportfraud.ftc.gov/#/?orgcode=FCA =>click on "something else" as the category for a funeral/cemetery complaint (since there is no specific category on the ftc site for "Funerals") but the FTC truly WANTS to collect these funeral-related complaints.
5. Leave a factual online review of the business. This may cause them to reach out to you, in hopes that you will change your review.
6. File a complaint with the Licensure oversight Board of your State (this will not get your complaint resolved but could get the FH investigated and censured). List of every State Funeral and Cemetery Board in the United States.
7. Ask for a review of your case, in hopes that the association will censure their member:
-International Cemetery, Cremation and Funeral Association (ICCFA) https://iccfa.com/ccsc/
-National Funeral Directors Association (NFDA) 800-228-6332 or https://tinyurl.com/nfrmy98m
-Monument Builders of North America (MBNA) (800) 362-2546 or info@monumentbuilders.org
8. Tell the media (TV show, podcaster, any kind of social media), just get the word out.
9. Go to the Better Business Bureau (BBB) site in your state and leave a report. We witnessed one instance where a simple complaint to the BBB eventually helped an FBI investigation.
10. Tell your State Legislative Representative your idea for a Bill to prevent this from happening to others. Be concise in writing/telling your story. Don't approach them when they are in the middle of a legislative session, unless a bill is on their current docket that relates.
Complaint Filing Tips:
General Tips from the FTC: https://consumer.ftc.gov/media/video-0054-how-file-complaint-federal-trade-commission
General Tips from FCA: https://funerals.org/?consumers=filing-a-complaint
Some states have Cemetery Oversight Boards. Most do not.
If your problem is with a rural cemetery you can reach out to your county or show up to a County Commission meeting.
If it is a city cemetery, tell the local media and show up to a city council meeting and speak during the public comment period.