Roadhouse & Rose Funeral Home

Photos

Reviews of Roadhouse & Rose Funeral Home

•  

  Natalie Kugler Added 2018-02-21

  ★ ★ ★ ☆ ☆
  Our experience with Roadhouse and Rose was extremely upsetting to say the least. We knew that this was a family owned establishment and upon seeing all the positive reviews, felt we would be taken care of during our time of need. Unfortunately, our experience was much different than what we were expecting or what anyone should expect from a funeral home, especially after losing a loved one.
  
  I must say, that before we actually ever went to the funeral home, before the passing of my family member, we were helped by some competent staff. Catherine and the men who came to pick up my family member after her passing were very professional, helpful and above all, compassionate (and the only reason I am giving a two star rating). It was when we arrived at the funeral home the day after where we experienced a group of unprofessional, disorganized and non compassionate staff.
  
  Upon arrival for our appointment, we were greeted rudely, and tossed into a waiting room. No refreshments or condolences were offered. After 25 minutes of waiting we stepped outside the waiting room and there was no one to be seen - no one to help us. No other appointments, no receptionist, no funeral directors. We were alone and forgotten about.
  
  After searching the entire building, two people came up from the basement saying they were waiting for us (in the basement?).
  
  Back in the waiting room, we were finally joined by a funeral director who once again does not offer any condolences but asks us two very brief questions: what do we want and can we pay today. He had nothing ready, no file had been prepared even though the process and the arrangements were started two days prior. He left the room in less than five minutes and returned 20 minutes later only after we went to find him thinking we had been forgotten again. Waiting is fine, but it would have been nice to know how long to expect him to be gone and overall how long this process takes rather than us feeling forgotten.
  
  This was a very stressful and emotional time and we felt that nothing was done to even acknowledge this. Wait times aside, in an establishment like this, when people have just gone through the loss of a loved one, a little compassion, comfort and humanity (or even a cup of coffee) goes a long way.
  
  To the management, I hope in the future you recognize this and manage expectations and provide a decent amount of hospitality so no other families need to go through what we did. Please make sure you know the names of the families coming for their appointments - don't just call them the 12:30 appointment, give your condolences and your sympathy to families - please don't just treat them like revenue, and don't forget your customers in the waiting room - take ownership for that mistake.
  
  Edit - November 23
  We would like to thank Wes, the manager for taking the time to meet with us and hearing our concerns. He was very receptive and his remorse was genuine. We certainly feel that they will be addressing these concerns in the future and we are confident that they will not be repeated. With thanks to Wes for meeting with us and their gracious response below.

Add review

About roadhouseandrose.com

Roadhouse & Rose Funeral Home
Family Owned & Operated Funeral Home in Newmarket, Ontario. Proudly serving Newmarket & area since 1842.
funeral, newmarket, cremation, playter, cheap funerals, family, taylor, thompson, simple, basic