Headline: Unprofessional, unaccountable, & disorganized It's incredibly unfortunate that in honoring my sister's life, there were a number of issues that the Rollins team created, which I have noted below. I tried to not make this review too long; but the back-and-forth I've had with these people, who refuse to take accountability for poor service, left me and my family with insult on top of injury as we grieved my sister. No family should have to experience this. During the service, the Rollins team was nowhere to be found when it was time to close the casket. This created an awkward moment of moving on with the program, while also asking another guest in attendance to search for their staff. I would have expected a team member to remain in the back of the room to ensure the program flowed seamlessly. We experienced A/V glitches throughout the program, where guests sitting in the back and listening over live-stream could not hear portions of the program. Prayer cards were NOT delivered on the day of service; and when they were delivered post-service, the incorrect photo was used and the sizing much larger than what was shown to us in our planning meeting at the Rollins Center. They finally re-printed the cards with the correct photo - the cards were flimsy paper that I had to laminate myself at my own expense. I also had to send the cards to loved ones at my own expense, as they were neither ordered nor delivered as promised for the service. The Rollins team refused to offer a refund for not delivering the cards on the day of service, as agreed-upon verbally and in writing. Their lack of empathy and poor business acumen was clear as they asserted that my family should assume financial responsibility for their mistake, and their refusal to take responsibility for that. At one point, Shirlene (Rollins staff) told me that I should just go print prayer cards on my own; the idea of my doing this a month after my sister passed away was an incredible emotional burden, and an insensitive solution that was given in lieu of her wanting to take responsibility for making this right and correcting her mistake. My parents were called by the Rollins office to pick up cremains, and they did. However the cremains were not deposited in the urns that we ordered. I had to email to point out the fact that they were not deposited in the urns we ordered, so we had to return twice to bring back the cremains and then to pick them up once deposited in the urns. As a Black family who believes strongly in supporting Black-owned businesses, it's even more disheartening when our patronage is taken for granted with sub-par service. We all deserve so much better, as do our dear loved ones.

Mr. Rollins & staff was very professional & demonstrated the spirit of EXCELLENCE. When my mother-in-law passed, Mr. Rollins worked with our budget which allowed us to ship our Mother to her hometown resting place. Thank you Mr. Rollins.

You wonder how somebody can screw something up and be so nonchalant about it. With that being said, If I could turn back the hands of time, I would have never entrusted Rollins Life Celebration Center to make my aunt’s programs for her home going service. I ordered some obituaries, bookmarks and a personalized registry book. I picked the programs up at the establishment and proceeded to New York. Once at the Funeral Home in New York I opened the package and to my surprise what a mess. The clerk instead of sending the corrected word document to the printing company, she sent the unedited working copy of the word document to the printing company. So naturally that’s what the printing company printed errors and all. UNBELIEVABLE, I was shocked, I asked myself what in the heck happened here. I can’t believe they did not inspect the items before they gave them to me. Giving it was at the last minute, I had to display what I could of the registry book. Once back in Maryland, I requested a refund for the book, because there is no coming back from this epic mistake. I was told by Mr. Rollings “you got the book, you already used it, we will get you the corrected pages for the book. My response was " I do not want those pages I want my money back because your establishment should have inspected the items before you gave them to me. He said, “they don’t inspect items coming from the printing company, they are the middleman, and my issue is with the printing company” and he offered to give me the number to the printing company and take it up with them. My response was “no I don’t want the number, I was dealing with your establishment not the printing company.” The printing company only printed what your employee sent them to print, and your employee sent the wrong document which resulted in me getting this botched up registry book, which I could not display in its entirety. He offered to give me half of the money for the book, which I refused. I received the corrected pages to the book 20 days after the funeral. UNBELIEVABLE!!! You have just lost one.