Families surprised to learn pre-need policies don’t cover everything at Marshall Memorial Funeral Home

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ALBERTVILLE, Ala. - Many families in Marshall County are facing a very rude surprise when they try to use a pre-need policy they've purchased.  If you're one of the thousands of families who purchased one of these policies, you need to read this.

Families are having to come up with hundreds more dollars to pay for what the policy is supposed to already cover.

"We got down there and the lady said you owe us another $800," said Bobbie Hayes. "We had a prepaid plan that covered everything and he'd had it probably 15 or 20 years."

Marshall Memorial Funeral Home

Bobbie Hayes' husband, Billy, had been dead only a matter of hours when she went to make arrangements for his funeral.  She says dealing with Marshall Memorial Funeral Home was one of the worst experiences of her life.

"For some reason, I don't know what the problem was, she got up and she said, because we were questioning why I was going to have to pay that $800, she got up and said I could care less if he's buried or not, and walked out," Hayes told us.

James and Linda Beam had also taken out a pre-need policy to cover their final expenses.  They didn't want their children to be burdened when the time came.

"We thought everything was fine and good," said James. "In fact, we went down to the cemetery about less than two years ago and checked on it and they told us everything was fine, everything was paid for, it was ready to go, you know."

But a few weeks ago, when he had to make arrangements for Linda's funeral, James learned everything wasn't ready to go.

"I asked her about if she wasn't going to honor the pre-need and she said no. She didn't sell it so she wasn't going to honor it. We was going to have to give her $1,020," Beam said.

Do you have one of these policies?  WHNT News 19 is Taking Action to make certain you understand what you may still have to pay, and why.  This investigative report airs Monday, December 19 on WHNT News 19 at 6:00 p.m.