Arbor Memorial November 12, 2018 Delivered via email Mr. Luke Denne Clo CBC News: Marketplace P.O. Box 500 Toronto, Ontario MEW 166 Dear Mr, Denne: Re: CBC Mad En ‘Arbor Memorial has been serving the funeral and cemetery needs of Canadians for over 70 years. We are proud of our heritage and honoured that over 25,000 families and individuals choose to place their trust in us each year to help them celebrate and commemorate a loved one’s life in a personal, meaningful and compassionate way. ‘According to an ongoing third-party customer experience survey, 90 per cent of the families we serve are very satisfied with the service provided by their Arbor Memorial funeral home and/or cemetery. We attribute this success to the utmost care and attention our employees take to meet the emotional and practical needs of our customers in such difficult circumstances. ‘Our top priority is to listen to our families and serve them with care, respect and sensitivity in advance of and at their time of need. We strive to promptly and respectfully respond to any customer concerns. In the last year, we've made significant enhancements to our training programs to ensure our employees are always serving customers effectively, ‘consistently and compassionately. We are committed to a transparent dialogue about how the funeral industry can best serve Canadians. We always work closely with our regulators to ensure that we are operating not only in accordance with regulations, but also in keeping with best practices across the industry. Following last year’s broadcast, we openly embraced and adopted the industry-wide changes made by the Bereavement Authority of Ontario which included the removal of the fee for third- party caskets. Our responsibilty to protect our customers’ privacy limits our ability to speak publicly about individual cases. While | cannot provide specifies about contractual details related to the Wright family, what I can tell you is that we entered into an agreement with the family on July 18, 2017 and the agreement was later cancelled by the family on July 27, 2017. ‘We respected the family’s request to cancel and promptly issued a refund, Our records indicate that there were no meetings or conversations with the Wright family within the nine day period. Our values of integrity, trust, teamwork and service excellence are critical to our organization, and we will continue to focus on doing what's right for our customers, Yours very truly, ‘Qualls Dustin Wright Director, Marketing Communications Ontario MES 4N8 + + wwnwarbormemoriaicom