Neptune Society of Northern California

friendly, professional, polite rep answered all my questions and efficiently signed me up for the plan I wanted. Thank you for providing this service.

The first problem we encountered was after the initial call was made to The Neptune Society, the day of my grandfather’s passing, my brother was told that a driver was being sent out to pick him up from the hospital. That was on a Friday but it never happened and my family was not informed of any issue or even that he had not been picked up until the following Monday when we had called again to follow up. Multiple mistakes were made regarding my grandfather’s personal information (death certificate info, Urn proof etc...). When my grandfather’s Urn was finally transported back here to the Stockton Neptune office, I received a phone call at about 8:30pm from someone stating that she had forgotten to call me to let me know that my grandfather’s remains had arrived earlier that day. She said she was leaving for the day and would be out of the office until Sunday. She stated that she would call me Sunday morning to arrange the pick up which also never happened. I followed up with a phone call when I didn’t hear from her at almost 11:00 am. We also felt that the services were overpriced for what was provided In comparison to our experience with a more well known funeral home when my father passed away. We initially chose The Neptune Society because my grandfather did not have life insurance and we had heard that it was more reasonably priced which was not our experience. This was a very difficult time for my family, made even more difficult by our interactions/miscommunications with the Neptune Society and we would not recommend their services to family or friends.

I was lost after the passing of Ricky whom i cared for and the staff at neptunes from the start at 4am were compassionate, respectful gentle and patient and so helpful to me. Since i am low income they even helped find ways to lower the cost . They took care of me and my family at this stage of the circle of life . I recommend them all the way . Thank you neptunes staff in stockton for all you do. God will bless you all.

Elaine Araya is one of the most Insensitive and unprofessional people I have ever encountered. My mother purchased a preened policy fromNeptune Society when she lived in San Francisco some years back. Just prior to her passing a few weeks ago I contacted the Stockton office since she had relocated to Stockton where I live. When I called initially I was put on hold for over eight minutes and when I bought the hold time to Elaine's attention she rudely denied it had been that long and offered no apology. The website says the Stockton office offered funeral services and she informed me that they did not, so I contacted the customer service with the main office and was told that the policy was transferable. My mother paid for direct cremation and our family wanted a funeral, so I used a local funeral home. I was horrified to find out that Elaine called the mortuary two hours prior to my mothers funeral service and told them that they would not be paid for their services. When I called customer service once again to find out what was going on, I was told by a very nice representative that they were in fact going to pay the funeral home, and that the policy we had was not an irrevocable trust and could indeed be transferred to an outside mortuary. The representative was nice enough to also send an email to the mortuary verifying our conversation. So we made it through my mothers funeral service. To my surprise, The next day I received another call from the mortuary informing me that they had received another call From Elaine after receiving the email and she told him again that they would not be paid. When I followed up and called Elaine she told me that Neptune does not pay third parties and the other mortuary would not be paid. Needless to say the fiasco two hours prior to my mothers funeral service, which was caused by Elaine, and the calls the day prior were very upsetting to me. When I called customer service at the corporate office again they graciously conference called with me and the local mortuary, assuring us that the check would be cut as soon as my mother's death certificate was received. They also said that they would be contacting Elaine right away and she never should have called anyone. Needless to say I would never do business with the Stockton office or refer anyone To them for any type of service at all. Elaine Araya's lack of professionalism and insensitivity in our time of grief was very offensive. I am however grateful for the compassionate, thorough and thoughtful service I received from the corporate office as they sorted through the mess made by Elaine Araya and the Stockton office

A special thank you to Elaine with the Stockton Neptune Society. She was kind, compassionate, and professional.