UNDIGNIFIED AND SHOCKING UNDERTAKING SERVICES

I recently faced a difficult time with the passing of my mother, who was a long-time member of the New Apostolic Church. When I reached out to her designated priest for guidance on funeral arrangements, I was referred to Goodall and Bourne, among others, and trusted his referral after he said they are family of his, with the expectation that they would provide exceptional service. Unfortunately, my experience was anything but satisfactory.

From the outset, I was shocked to discover unexpected charges. Candice from Goodall failed to inform me about a R5,000 fee for a YouTube link to include distant family members in the memorial service, only to later inform me it wasn’t possible due to timing constraints over Easter weekend. This left us feeling blindsided. Additionally, we incurred an extra R750 charge for altar flowers that did not meet our requests AT ALL. While I appreciated receiving a refund for the flowers, Lynn Truter’s comment that this was "the only thing" they were at fault with felt dismissive of our overall experience.

The service itself was distressing. We had explicitly communicated my mother’s wishes regarding her memorial, but Goodall and Bourne insisted on a coffin, disregarding our requests. The demand for us to collect flowers ourselves if we chose not to have a coffin was unprecedented and showed a lack of sensitivity during an already difficult time.

They handled the claim on behalf of me which I gave consent to BEFORE I could know what sharks they are, claiming R20,750, which one industry insider referred to as "daylight *******”. NOT ONCE did they even ask me for my banking details, indicating a troubling lack of transparency. My brother initially supported the idea of a coffin for closure but changed his mind when he realized the associated costs, yet our wishes were not respected.

Comparing Goodall and Bourne to Avbob, which Goodall and Bourne referred to as “inferior” and yet they deliver far better services at reasonable prices AND do not force things onto people for an extra buck, showed me how misled I was. My mother’s priest advised against Avbob without mentioning we had a choice, leaving us with regret.

Moreover, I had to manage complications regarding my residency address that they filled in completely incorrectly on the form, which led to further stress during an already overwhelming time. Lynn Truter’s communication was marked by contempt and a lack of empathy, culminating in her blocking me after suggesting I open a case at SAPS if I felt I was done by.

In conclusion, my experience with Goodall and Bourne was deeply disappointing. Their lack of professionalism and compassion during such a sensitive time is unacceptable, and I would not recommend their services to anyone.