SAN ANTONIO – Three weeks after the death of her father, Brenda Marshall was still waiting to receive his remains from the business handling the cremation. Her grief was compounded by frustration.
"I just feel like we can't grieve or mourn the loss, because we don't have his remains," Marshall said. "We can't plan a date to go spread their ashes like they wished."
Marshall's mother passed away a few years ago, and her body was cremated. When her father, Steven Myers, died Feb. 29, the family turned to Neptune Society at 8510 Bandera Rd. for his cremation.
The cost was $1,819, and it took the family four days to come up with the full payment, their invoice showed.
"Once we came up with the money, they told us it would be like four days," Marshall said.
The family's plan was to travel back home to South Dakota over spring break and scatter the parents' ashes as they had wished. But that didn't happen.
"Three weeks later, and we still don't have any remains," Marshall said. "He was a great guy, and he deserved better."
When the Defenders contacted Neptune Society San Antonio, they were referred to the company's corporate offices at Service Corp. International, which sent the following statement by email:
"As part of our commitment to all of our client families, we guard their privacy and because of this, we do not discuss specific client concerns with the media. Instead it is our policy to work to resolve any possible concerns directly with client families."
Mike Land with the Texas Funeral Directors Association said at his funeral home in Hurst, the cremation process, from paperwork to finish, typically takes four to five business days.
A cremation can't take place until the physician has signed the death certificate and a permit has been issued.
Land said in large cities, the process can take longer because of increased demand.
"In 2016, cremation will outpace earth burials as the method of disposition chosen for the majority of families," Land said.
While he said he could not speak to Marshall's situation, Land said three weeks "is a little long."
Neptune Society did work with the family. One day after the Defenders contacted the company, Marshall received her father's remains. She said she also received an $846 refund and an apology.
The family now plans to scatter their parents' remains in South Dakota in June.