Funeraria del Angel Roy Akers

Realizing the circumstances regarding Covid-19 can extend timing of services, we would hope your employees would have customer service skills to convey the situation in a professional manner. Here are some examples upon which improvements are needed.n1) It was estimated 3 hours for pickup of my Mothers body- it took 6 hours. There was no mention of this delay during our visit.n2)We had to stop by the funeral home to inquire about an appointment on the Sunday following the Wednesday demise of my mother.n3) The employee who greeted us on Sunday evening told us he was from another location, there is no need for that information- the customer just needs to be attended ton4) This employee then informed us the follow up call to confirm an appointment was never made- no apology- just went in to ask if we could confirm the appointment scheduled the following Wednesday.n5) Steve, did good service recovery and allowed us to stay on Sunday and complete the paperwork. Overall, Steve was the only employee with the skill set of appropriate communication.n6) On the day of the rosary, we called to inquire about the weather conditions and ask about moving up the timing of the rosary for safety. It was adjusted and I asked if we could arrive early as Steve agreed to have my daughter paint my mother’s nails.n7) When we arrived, the employee over the service did not know about the arrangement regarding the nails and said “It’s too late to do that.” I had to mention the arrangement was confirmed by Steve and then he agreed to oblige.n8) We had to ask the employee to set up the streaming equipment for the rosary and when we did his response wasn“Oh, y’all still want that?”nHe asked my daughter to help him with his printer- which she didn’t mind, but what kind of IT support does your company provide?nWe also had to hear how essential funeral employees are “because funerals happen no matter what”nWell guess what- my mother’s burial was delayed because of weather...nMy family was disappointed in the communication and demeanor of the employees with the exception of Steve.nThis skill set is always essential but even more so during high stress times, such as a pandemic.

Nicole was amazing! She helped me with my mothers planning. She is also in the process of assisting me in my plans also. She is researching my options for the peace of mind for my children.

They have a communication problem. When my dad passed at around 6 they were graciously going to allow us 2 hrs by 8:30 or 9:00 before they picked up his body in order to give time for my brother to come from out of town to say his goodbyes. Well after 3 calls by me and 1 by Hospice they picked him up after midnight. They didn't call until 15 minutes before they were coming to get him. It was hard enough to lose my dad but for to have his lifeless body there all that time with no returned calls was unexcepable!nnThe lady at the front desk who I gave pictures for our memorial video was given instructions to the captures wanted on the picture grouping provided, well that was not communicated and had to be fixed after I called to tell them they forgot the captions.nnLastly I was told to have the pallbearers be at the church at 8:30 am but they didn't show up to the church until 9am. I could have had my out of town pallbearer show up at 9 instead of earlier. By this time people were already in the church and they had to go around to have the people sign the book.

Our Funeral Director Steven was professional and compassionate. He meet our needs and was able to help us with all of our questions in a timely manner. We are very grateful for Steven and all of the staff.

Stephen our funeral director was the kindest gentlest person he made an otherwise unbearable situation easier to bear. Linda did a lovely job with our loved ones appearance thank you