A Timemagazine price survey found that Amarillo’s Boxwell Brothers, an independent, charged $185 for embalming, but the Loewen’s N. S. Griggs charged $425.
It is numbers like these that account for the complacency of Loewen’s recent report to the SEC pointing to “lack of price sensitivity” on the part of the consumer as one of the “attractive industry fundamentals” of the funeral business.
The stockholder owners of the corporate consolidators have reason to be pleased by the reports of soaring profits. But what of their consumer victims?
The painful and humiliating experience of Mrs. Ann R. Merchant, as reported in her letter to the Funeral and Memorial Societies of America (FAMSA), may be seen as representative:
My husband died very unexpectedly 6 weeks ago in Cleveland, TX. at 43 yrs. of age. There are only 2 funeral homes here, both owned by the same huge corporation. We have 2 small children that heard him fall when he had his heart attack, therefore you can see what kind of state I was in when I went to the funeral home the next morning to make arrangements. I thought the arrangements would take approx. 30 min., instead of the 3-1/2 hrs. it took, by which time I was begging them to let me go home. But no, I had to go out to physically pick a cemetery plot because of state law (so they said, I would really be interested in knowing if Texas has such a law).
I only have one receipt the funeral home gave me. The first charge on it is for professional services of $1990. Embalming was $525, dressing & cosmetology $225, visitation $255, funeral ceremony $425 (this was held at the church we attend, but the funeral home said the price was the same whether it was held there or elsewhere, that doesn’t sound right, does it?), transfer remains to funeral home $125 (they told me that the county paid for transportation and autopsy fees, doesn’t that sound like a double charge?), hearse driver $275, Flower van
& driver $95, casket-18 g. Ocean Blue steel crepe lining $2095 (it was one of the least expensive in the casket room they just threw the doors open and told me to browse and find what I wanted, luckily my brother was there to catch me before I hit the floor from the shock of being thrust in the midst of a room full of caskets), concrete box $425, memorial register $25 (the little book visitors sign in), memorial cards $25 per 100 (I could have done a much better job on my computer if I had been able to at the time), death certificates $18, for a grand total of $6503. But that is not all, I signed an insurance assignment to them for $9097, so apparently there is $2594 worth of cemetery expenses. I know the plot was $895 and I bought two apparently. I don’t know what the rest is for since I received no copy of a receipt or price list on this portion of the bill.
I bought these plots next to a friend of mine that bought hers less than 2 yrs. ago for $395 ea. All the cemeteries and funeral homes in a large surrounding area have been bought out by some huge corporation (I need to find out the name of it) that has apparently more than doubled all prices. The cemetery said the only way to get a plot cheaper is to buy pre-need and save $200. They didn’t seem to understand that I am not dead yet, therefore mine is pre-need and I want it for $695. I asked them to just take the $895 for my plot off the bill because I did not want it, but in a couple of weeks I may buy one pre-need for $695. They said I couldn’t do that because they knew who I was now.
The cemetery sales mgr. and a sales rep. came out 2½ weeks after the funeral for a “condolence” call, but which was actually to sell a headstone. They called me the next week with a price for what I wanted of $2700. They called back the next week to tell me they had gotten a new price list in and all the prices had gone up. That was basically the final straw, I proceeded to tell them exactly what I thought of their rip-off ways when people couldn’t think about what they were doing, or signing. The lady hung up on me and I haven’t heard from the people again.
I just received their check from the life ins. 2 days ago, made out to me and Pace-Stancil Funeral Home. I haven’t
taken it by there yet, because I want to know what my legal rights are and if I am entitled to some kind of refund. These folks are legally robbing people while they are speaking so softly to you like they actually care, which is a crock.
I am going to ask for a refund of $2200, the $2000 rip-off professional fee and the $200 off of my plot. I think that is more than fair, they made plenty of money from all the other overcharges, don’t you agree?
Please e-mail me back with answers or opinions, as I really need to take this check in to them next week before they dig up my husband and cremate him (that’s what the cemetery rules say will happen for non-payment).
Tucked into SCI’s annual financial report is a conveniently detachable card addressed “To our valued SCI shareholders, directed toward the more personal side of funeral service.” The message:
As an owner of shares in SCI, you are probably aware that the company’s name does not appear on any of our family homes or cemeteries. If you, your family, or your friends are ever in the need of the services we provide, or would like to investigate the advantages of preplanning, the 800 number below has been enclosed to help you find the SCI firm most convenient to you.
As we work to help your company grow and prosper, we are also here to help you when you have suffered a personal loss.
The socko ending, as a journalist friend of mine would call it: “Please accept our sincere apologies if this message reaches you at a time of loss.” On the other hand, what could be a more propitious time for the message to arrive, enabling the shareholder to kill two birds with one stone, as it were: making an expeditious decision about how and where to dispose of the departed, and at the same time enhancing the value of his stock?
I rang the number, 1-800-9CARING, and obtained the names of SCI mortuaries in a number of cities across the country. Eventually I got the price lists from a dozen or so. These are several pages long, covering a dizzying variety of “services” and merchandise: caskets, vaults, burial clothing. The accompanying explanatory text is virtually identical for all SCI establishments, and it is to this that one must look for clarification, if any. And here is where the full import of the Federal Trade Commission’s 1994 revision of the Funeral Rule becomes apparent.
First comes the FTC-required statement, “The goods and services shown below are those we can provide to our customers. You may choose only the items you desire. However, any funeral arrangements you select will include a charge for our basic services and overhead.”
The crunch is in that “however.” It means that whether or not you “choose” or “desire” any of the listed “basic services,” you will have to pay for all of them willy-nilly. And here they are, set forth in bold type: “MINIMUM SERVICES OF THE FUNERAL DIRECTOR AND STAFF. This fee for our basic services and overhead will be added to the total cost of the funeral arrangements you select.”
“Personnel available 24 hours a day, 365 days a year to respond to initial call.”That is, somebody will answer the phone, most likely an office worker trained for the purpose and stationed at the central clustering point.
“Arrangement Conference.”Mortuary-speak for clinching the sale.
“Coordinating service plans with cemetery, crematory, and/or other parties involved in the final disposition of the deceased.”This would be akin to what your travel agent does when she arranges your schedule involving plane, rental car, hotel, etc.