'Predatory Treatment': Harlem Funeral Home Exploited Grieving Families, City Says

HARLEM, NY — Allegations have surfaced against a funeral home chain with locations across New York City, including one in Harlem, which city officials claim has been exploiting grieving families through "predatory" practices.

R.G. Ortiz Funeral Homes Inc. operates eight locations in the Bronx and Manhattan, primarily serving Spanish-speaking communities, officials said.

The Department of Consumer and Worker Protection (DCWP) announced on Monday that they had filed a lawsuit against the business for several reported violations. These include withholding information about loved ones' remains, concealing service prices and failing to deliver paid services properly, including presenting remains in unacceptable conditions.

“The alleged violations by R.G. Ortiz Funeral Homes is appalling and unacceptable,” Mayor Eric Adams said. “No family in New York City should ever have to endure predatory treatment, especially during their time of grief and mourning. I am proud that our administration is moving swiftly to hold this business accountable, and I thank DCWP for pursuing justice for affected families.”

R.G. Ortiz Funeral Homes has been accused of repeatedly using misleading business techniques to obfuscate pricing information and options. This strategy appears to be geared at charging users seemingly random sums for services, resulting in large pricing differences of thousands of dollars for the same service, officials said.

Since 2019, the DCWP has received 48 complaints alleging predatory and deceptive practices targeting individuals and families during their most vulnerable moments. Additionally, numerous customers have publicly complained on platforms like Yelp and Google about services received.

The complaints outline serious misconduct, including refusal to disclose the whereabouts of loved ones' remains upon consumer request and failing to provide families with death certificates.

In response, the DCWP opened an investigation, interviewing dozens of consumers, conducting in-person inspections of R.G. Ortiz's locations and undertaking undercover investigations.

“Grieving the passing of a loved one can be the most challenging moment in our lives and no one should be exploited by predatory business practices during such a vulnerable time,” DCWP Commissioner Vilda Vera Mayuga said.

R.G. Ortiz frequently deceives customers about the timeframe for returning remains to loved ones, the DCWP said. Approximately 11 consumers reported over a span of about five years that the funeral home consistently misrepresented the return of cremated ashes, claiming it will take only days to two to three weeks.

In reality, R.G. Ortiz typically takes significantly longer to deliver cremains to waiting families and disregards requests for status updates, officials said. This often leaves consumers waiting for several months without any information about their loved ones' remains, the lawsuit alleged.

Carmen Garcia, a resident of New York City, was assured that her 5-month-old baby's cremated remains would be available within two to three weeks, the suit states. However, R.G. Ortiz delayed the return of the child's ashes for two to three months.

In another case, when resident Aileen Caban contacted R.G. Ortiz to inquire about her husband's remains, an employee from the funeral home stated that they "did not know" where they were, according to officials.

“R.G. Ortiz’s conduct has left dozens of bereaved families in limbo waiting for their loved ones’ remains – or worse – and we will not hesitate to hold them accountable for their exploitation of our neighbors. Anyone who has experienced similar deception by R.G. Ortiz Funeral Homes should reach out to us immediately,” Mayuga said.

Officials have accused R.G. Ortiz of concealing affordable casket options by placing them inconspicuously. DCWP Inspector Oyebade Ayodele noted during a Dec. 4, 2023 inspection at the 524 Southern Boulevard location that the least expensive casket was tucked away in a corner, topped with an old lampshade, creating the impression that it was not intended for sale.

Highlighting R.G. Ortiz's attempts to hide pricing details and consumer choices, the company also consistently neglects to provide information about service prices over the phone, the lawsuit said.

The complete list of complaints against business activity includes:

• Failing to provide services that were paid for – like transportation of remains as scheduled, custom prayer cards, or viewing rooms for services.
• Failing to prepare remains for funeral services, allowing remains to decompose, putting decedents’ clothes on backwards, or forcing families to do makeup for their deceased loved ones before services.
• Misrepresenting the amount of time it would take to return cremated remains, often leaving grieving families waiting without any sense of what has happened to their loved one for several months or the ability to plan services honoring their life.
• Mishandling or misplacement of remains, forcing consumers to sift through the remains of cremated individuals in storage rooms in order to locate their loved one’s ashes, or forcing consumers to have remains exhumed from public burial sites because R.G. Ortiz never collected remains from the medical examiner’s office.

“Burying a loved one is a difficult process and it is unacceptable to exploit grieving families,” Julie Menin, Chair of the Committee of Consumer & Worker Protection said. “The shameless conduct of this business, from failing to transport remains to forcing families to perform cosmetology services on deceased individuals, has resulted in significant harm. I commend the Department of Consumer and Worker Protection for filing a lawsuit against R.G. Ortiz over the many violations of the city’s Consumer Protection Law.”

The DCWP's lawsuit demands reimbursement for consumers and civil fines. The funeral home has yet responded to the allegations.

Consumers who believe they were exploited by R.G. Ortiz Funeral Homes can register a complaint by visiting www.nyc.gov/site/dca/i... or calling 311 and saying "R.G. Ortiz."