My mother, uncle and cousin all pre-planned with the Neptune Society. My dad is still living but has pre-paid with them too. Mother died in 2007 and cousin in 2006, uncle in 2003. Our family’s experience with each was good. Neptune representatives were respectful, timely, no hidden costs and each were certified as cremated in the manner chosen. I am planning my cremation with them too. No organization or business is perfect and some hire folks who are rude as the sister said and my heart goes out to her regarding her mother. It’s especially hurtful when we lose a loved one and have problems with funeral arrangements or cremation. It adds salt to the wounds. All you can do is make the most informed decision you can at they time. That’s your best.