My grandpa died a week before Christmas in '06. We were all devestated- and the hospital had us pick a funeral home moments after his death. My grandma just picked one that was close to her home. As far as I know, she was happy with their services, but I wasn't very impressed. My grandpa wanted to be creamated and this was the only service the funeral home took care of. There was no viewing or memorial service at the funeral home. There was no special urn purchased for the ashes, no extra things asked for- but the total bill came to $3000! I went with my grandma when she went to the funeral home the day after my grandpa's death. There was a service going on upstairs that we had to walk by to get to the meeting room, which was in the basement. There was no door in between us and the service being held. So, I can imagine how that family must have felt, hearing us in the basement- sometimes laughing at a funny memory (there were quite a few of us there and we didn't realize there was a service going on when we arrived). The director was pretty cold and matter-of-fact. I realize he sees death every day, but he didn't seem to care that my grandma had just lost her husband. He just wanted to get the facts out as quickly as possibly and couldn't be bothered with an occasional tearful outburst.
Overall, I suppose they did their job adequately. I just feel they were overpriced and not very caring.