Back in July 2013 when Ed passed, the San Francisco Columbarium was owned by the Neptune Society. About a year later, it changed hands and got acquired by Dignity Memorial, the primary brand of Service Corporation International (SCI), which is North America’s largest provider of funeral, cremation, and cemetery services. They own over 2,000 locations across the U.S. and Canada. I never realized it changed ownership. My parents took care of all of Ed’s arrangements plus their future arrangements ahead of time. I wasn’t even aware of the change of ownership until today when we visited Ed.
Over the years, the service has been really strange and inconsistent. They used to provide a decent coffee/tea machine in the main lobby. That has been taken away. They also had a really practical and logical digital directory where you could look up a loved one to see exactly where and in which hall their niche was located. All of these things have been removed. There was a period when they actually closed as early as 3pm (WHAT!) on random days of the week, and we were rudely greeted by a locked and chained up gate when we tried to drive in. Today when we visited, the main door to the Hall of Olympians, where Ed is, was locked. The sign on the front said to sign in at the front desk before getting admitted. It made no sense to me. We did enter through a side door that was closed but unlocked, and an employee was walking around from the main office and asked us to keep it closed for security purposes. But, there’s no ventilation or air conditioning inside, so I started sweating almost immediately upon entering; it wasn’t even that hot outside, as it was likely 69 or 70 F when we arrived, but inside that hall felt like a sauna. Chris insisted to the employee that the door at least be kept open during our short visit, so the worker relented and said it was okay just while we were there.
This annoyed me for a few reasons. Clearly, vandalism was a concern here, but the security guard who used to walk in and around the Columbarium in previous years was gone. So this led us to the conclusion that they probably stopped paying for security services (because they want to cut costs) and instead wanted to keep all the doors locked. That’s extremely unwelcoming and creates an uncomfortable visitation experience for families and loved ones of people who are interred here. My parents paid over $20K for this niche, and the service has declined over all these years to the point where it feels like we’re getting ripped off. Yet there’s nothing we can do about it.
One of the workers who helped me cut flowers to put into Ed’s little vase made it pretty obvious she hated working here and wasn’t treated well. “But no one else would hire me,” she lamented in a bitter tone. Before she expressed this, she said that it was tolerable to work here, “If you do every little thing correctly and follow all the rules and make no mistakes.” Ouch.
In general, I have always hated the death industry. It’s a necessary one (sort of), but one that preys on the grieving, on the vulnerable mental states of those who have lost… and many who have lost too soon, like us with Ed. This whole experience was pretty infuriating. The only thing that made me feel better was when Kaia kept peering into Ed’s niche and waving to him. When I told her it was eventually time to go, she said “bye bye” one last time… walked away, but then ran back twice to look closely at her JiuJiu before finally taking my hand and walking out with me.
I don’t know when I will first have a real conversation about Kaia’s JiuJiu with her. I am sure that at some point in the next couple of years, she will ask, and I’ll have to figure out the right, age-appropriate way to explain this. But regardless of how the topic gets brought up or which way the conversation goes, I have a feeling that she will respond with empathy and love. She is not even four years old yet, but I can see my Kaia Pookie seems to care deeply and have concern for others, even those she has not even met.