If I could give zero stars for this experience, I would. Although we’ve used the cemetery services in the past, this was my first experience with the mortuary side. The lack of communication and lack of apology was abhorrent, to say the least. For the sake of the public, I will not go into detail, but the fact of the matter is this place has no respect for grieving families, especially for a situation as tragic as ours. Multiple times we were told that they would call and follow up with us about different parts of the funeral process, and were promised a follow up date each time. Each time, no one called by the “guaranteed” follow up date, and we would have to follow up ourselves and then receive a different response depending on who we spoke to. Sometimes, when we called we would be informed that “someone would call us back by the end of the business day” and that seldomly happened. It was an endless cycle of playing phone tag to get answers and this happened multiple times. I’ve worked in customer service for years and I understand when certain timelines can’t be met, but leaving us in the dark and not calling us for an update is just unacceptable. We were also told to walk back and forth between the cemetery and mortuary side multiple times because they didn’t have the answers for us (the buildings are side by side) instead of the customer service rep doing the common decency of offering to phone them themselves. There is absolutely no communication between the two sides. We had just planned another funeral a little over a year ago, and the experience was seamless compared to the anxieties caused by this mortuary. Lastly, we needed a specific size of urn, and I asked the rep if she had the specs of the offerings she had. She stared blankly at me like I was speaking a language other than English. How do you not have measurements available for your urns on your pamphlets? Save yourself the trouble of dealing with this place and find another place that cares about putting your loved ones to rest elsewhere.

All of DHM's staff were excellent. Cindy Kawamura and Lindsey Ng were very helpful buying the contract. (I also contacted Borthwick but DHM's quote was significantly less expensive.) Kristy Navarro explained the various steps and handled the arrangements with Punchbowl Cemetery. She quickly replied to all my calls and emails, even late at night. The manager Casey Rose was a breath of fresh air during a challenging time for our family, always friendly and supportive. He even went out of his way to get and deliver the death certificate from the DOH as soon as it was ready, because we needed it to unfreeze a bank account. We were able to pick up my dad's ashes and the certificate on the same day. The whole process ran smoothly from start to finish.

Our beloved umma passed away in May this year. The funeral arranger charged us for upgraded casket per our request. However, during the viewing she was put on a gurney with towels underneath her and her body covered with a quilt. Adding insult to our grief and pain, they will not even acknowledge that they messed up. After numerous calls found out Angel the funeral arranger got fired and the new one assigned-Christy was so irritated on the phone when we complained and offered no resolution or back compensation. They were also delayed with the cremation and delivery of umma’s urn. Now 48 days later, we are asking for the 5 copies of death certificate we requested and they have again promised to call back. This is the worst Funeral Home and mortuary service company. Disrespectful and unprofessional, they lack sympathy which is the first requirement of this business. We are looking into taking legal action.