We have always used McColaugh for our families services. We unexpectedly loss my mother in law in January. The entire process was truly a breeze with all of the staffs love and support. Mary was so kind and was truly heartfelt with every interaction. This was the first time we had to plan the services. We could not do it without all of the staffs help and support. From the bottom of our hearts Thank you so much.

I am writing this review with a heavy heart. I feel compelled to share my deeply disappointing experience with the abysmal customer service experience at McColaugh-Massie Funeral Home, specifically with Mary. Growing up in Xenia, there was a general understanding that the McColaugh name and Funeral home/services, were synonymous with impeccable customer service and care. It was easy for us to make the decision to have my grandmother’s funeral there. First and foremost, the lack of empathy and sensitivity displayed by Mary was astonishing. From the moment we had our first phone call, to the moment we walked through the door, we were met with a cold and indifferent attitude. Mary seemed disinterested in our feelings and appeared to treat the whole event as a routine transaction rather than a deeply emotional moment for our family. I explained to Mary that this was a new experience and we didn’t know what questions to ask or how to navigate the process in general. Mary’s response was “well, you called me while I was attending another service” instead of just not taking the call, she continued to tell me that I was an interruption to her day, in a very condescending manner. Mary’s organization and communication were shockingly poor. I felt like every interaction was a battle. Every question I asked was met with resistance and aggression. I’m sad. I lost a very special person. The customer service we experienced only exacerbated our grief and frustration. Tim Francisco, on the other hand, was an absolute delight to work with. He was caring and genuine in his delivery and responses. He was patient and overly accommodating. Thank you. In summary, our experience with McColaugh-Massie Funeral Home was deeply disappointing, and it added unnecessary stress and disappointment during a time when we needed support and understanding the most. The lack of empathy, communication and basic compassion has left us with an enduring negative impression.

We begin the journey. We live on the dash. We close the book. Sunrise to sunset. My mother finished her race in February. Amen. I entrusted the final arrangements to McColaugh/Massie funeral home. Great choice. Committed to excellence at our first meeting. Detail oriented with sensitivity to my needs at this sacred moment.