While I am uncertain about who oversees this establishment, I feel compelled to share my experience regarding Nicole, an individual seemingly in a senior administrative position. I previously submitted a detailed complaint directed to the president/owner yet it has gone unacknowledged. The reputation of any organization is fundamentally influenced by its employees. I had the privilege of working with Jean, a funeral director who exemplified professionalism, compassion, and exceptional dedication. He endeavored to rectify the challenges presented by Nicole's conduct, which I found to be unprofessional. She was rude, insensitive, dismissive, and condescending, particularly when families are at their most vulnerable. On the day prior to the funeral, families are permitted to view their loved ones and make crucial adjustments to enable a sense of closure. Contrary to the facility's stated practices, Nicole inaccurately informed me that no one would be available to assist for two hours. This was simply untrue, as the individual needed was conveniently located nearby. Nicole insisted that I would need to wait until the following morning to see any necessary adjustments, despite having the authority to facilitate immediate assistance. After I escalated my concerns, another staff member swiftly made a call, and the right person arrived within minutes to address the needed changes. Furthermore, I sought to discuss crucial details with a soloist I had engaged through the funeral home, but Nicole insisted she could address my queries. Knowing that I required direct communication for accurate information essential to finalizing the printed program, I expressed that she was not equipped to assist me. Instead of helping, her response was to suggest a different soloist I had never met. Thankfully, another staff member intervened, facilitating a connection with the soloist, which allowed me to make the necessary adjustments. Nicole's actions were not only unhelpful but also exacerbated the distress during a profoundly challenging time. I strongly advise caution when engaging with her, as she is not be suited for a role in a funeral home, where empathy and professionalism are paramount.

When I say Par Excellence, it goes well above and beyond. The staff at Roy L.Gilmore was EXCEPTIONAL!!!!! My dealings were primarily with Juwan, He was AMAZING!!!!! He is the reason why we chose Gilmore. From the moment that we arrived, he was professional, caring and compassionate. He assured me and my son that that he would take care of everything and that he did!! Words cannot begin to describe how appreciative that I am for Juwan and the Staff at Roy L. Gilmore in Jamaica, New York. I had to fly back and forth to New York and Juwan handled and made sure that the cemetery was on point, the drivers were on time, my mom's preparation was TOP NOTCH and everything else in between. They are truly the One Stop Shop!!! I love you guys and thank you from my entire heart for ALL that you have done for us during this difficult time in our lives. Thank You Thank You Thank You and God Bless You. If you are looking for a place that will take care of every detail....Roy L. Gilmore is the place. Rest assured that they WILL handle EVERYTHING and do it with such Grace, Care and EXCELLENCE. Thank you AGAIN!!!

This funeral home used to have a good reputation as I've attended a couple of services in the past. However, my grandmother services were held here back in June. I would say that the staff was polite but careless and incompetent. The day before the service we were informed that we would be moved to a different chapel room because the air conditioner was broken in the original room that we paid for. The room they changed us to was significantly smaller, didn't have an organ, the tv didn't work and there was no way to play music for the guests upon their arrival. The staff said there was nothing they could do to change our room. After multiple complaints there was a woman Tasheema who was hiding in the back office, she made them change the room. All of our guests were told to step out and to wait in the waiting area as they moved my grandmother to another room (Unprofessional). The obituary insert that I approved wasn't what we received on the day of the service, some of the photos were cropped out. I was told to bring a HDMI chord to play the tribute video I created. I brought the appropriate chords along with my laptop and none of the staff knew how to do the plug ins for the tv. They didn't know how to fix the sound, the microphone was going in and out. They all just stood around. I missed more than half of the service running behind the staff to make sure they were trying to fix this issue to play the music and to prepare the television. The sound system they had was very old. The staff was aware beforehand that we paid for a musician and our own person to officiate the funeral. The room should've been prepared to carry out a successful service. The staff told us we can contact the owner on Monday regarding any complaints. But based on them knowing how upset we were you would think the noble thing for the funeral home would've been to contact the family and apologize. Nobody called us! I had to call to request to speak with the owner. It became a game of phone tag with their staff of them stating they notified the owner and that was the most they could do. Still two months later and the owner has never contacted me. This has been an extremely hard time and the fact that we are unable to grieve or to find peace because we are fighting with a funeral home for some type of solution for their failures! I wouldn't recommend this establishment to any one! Take your loved ones to Foster Phillips instead.