Records of a private business, such as a funeral home, are private records which do not have to be made available to the public. Yes, they may have provided funeral services for your great-grandparents, but they are under no obligation to tell you who paid the bill, what biographical information was provided, or anything else. So be courteous and polite when requesting these records, or any records that are not public records. This includes church records as well.
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I commend those funeral homes that have let genealogists transcribe their records. The information has been invaluable for family research.
I had a funeral home help me with records, they didn't have them, but they led me to where I could find them.