Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Sept 24,2024. I purchased a monument from Palmer for my husband and myself, in the future, he passed April 17th 2024. On Feb. 10th I noticed a new stone sitting close to wear the one I purchased was suppose to be placed. when i went back it was my husbands only it was in the wrong spot.. . On Feb 11th just as i was getting ready to call *** to let them know. he called me. @ 1:59 PM. He started with letting me know it had been set at cemetery. Thats when I told him it was in the wrong spot. He said he would have to call his people who poured base. And that they only pour base where cemetery has marked as my property. the problem with that was I bought six lots and they put on north 3 where it was suppose to be on south 3. They had my phone number. I never got a call. I think this would not of happened if someone reached out to me. When i mentioned I needed it moved to the right space *** Said he would see what had to be done and get back to me. On wed. the 12th *** called at 1030 am to let me know if I wanted it moved to the right spot I would have to pay 350.00 up front. I mentioned i didnt think i should have to this was not my mistake. He said it was my responsibility to let cemetery know where i wanted it. I did not agree. That I would have to talk to some people to get advice on what to do from here as i dont think this is on me. As I got ready to end call *** said he usually tells people that they need to tell cemetery where stone is to be placed .And he didnt remember if he did. I let him know that was never said to me or we wouldnt be at this place right now. some of the advice I got was to start with filing a complaint with BBB.

  Business Response

  Date: 03/04/2025

  **** ********* statement of the incident is accurate and the stone was placed in the wrong location. However our company does not make the determination as to where the monument is placed. We do not have access to cemetery records as to who owns what spaces in a cemetery or how many a family may own. Since that information is deeded with the county the customer and the cemetery normally mark which spaces will be used at the time of purchase, or time of time of burial or placement of the cremations and then that is kept in their independent files maintained by each cemetery.  Our process is after the order is taken, we then call the cemetery the customer states they own spaces in. The sexton (cemetery caretaker) verifies that information in their records and then steaks out or flags the grave spaces out that we need to place the memorial on. Cemeteries have different sizes of grave spaces, installation rules, times they allow installers to perform the work etc and since the information needs to be accurate customers aren't contacted to show us where to put in their memorials. We also install multiple memorials on each trip, so we always deal directly with the cemetery in advance to mark our grave locations so we can work quickly and any questions they may need clarified by a family who owns multiple spaces can be answered between the cemetery and the property owners.  Our contractor who installs memorials for that area usually attempts to install foundations for our memorials several weeks before the actual memorial is then installed. On his first attempt to put in a foundation in Nov of 2024, after he contacted the cemetery sexton, he arrived and the grave space to install the memorial on was not marked as requested.  As a result he left and performed other installations.   He called the week before he planned to be working in the service area again, and on his second attempt on Dec 4, 2004 the grave spaces had been flagged for installation by the sexton.  Our contractor then put in the foundation for the memorial. Again, our assumption is always that when multiple grave spaces are owned the sexton speaks with the owner to determine the spaces that will be used.  Since there had not been a full burial or in this case the cremains had not been buried in the ground there would not have been an outside clues such as dirt mound or funeral marker to alert the contractor that the sexton had flagged the wrong spaces. As a result our contractor installed the foundation as marked.  He then returned almost 2 months later in the 1st week of February and did the installation of the memorial.  In that time frame, neither the cemetery, nor the customer had indicated they had flagged the wrong grave spaces. Our contractor is willing to disassemble and relocate the memorial and the foundation but the minimum charge to do so is the $350 since the error was not that of the installer nor our company.

  Customer Answer

  Date: 03/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never informed of what there process was. I have read and reread the contract and it is not on there. when i spoke with *** on phone after the monument was put in the wrong space I asked to have contact info for there contractor so i could find out who made the decision on the placement of my late husbands monument. He explained to me it was just a husband / wife team that does this work for them. at that time he said he would get back to me. When he called back he never answered my question on whos decision it was and that it would cost me another 350.00 dollars to move it to the right spot. which floored me because I'm already paying for this service and was never notified or told about there process. But with that said, now that I know, I personally went to cemetery and made sure the proper spot has been flagged with our last name on both flags where the headstone is to be centered over 3 spaces. so I now expect for it to be moved to its proper location. Without damage. Losing your husband is stressful enough without having to deal with this. 
  
  
  
  Sincerely,
  
  
  
  *** *******

   

  Business Response

  Date: 03/18/2025

  The husband and wife that flag the location are the cemetery sextons and not affiliated with our company. We do not own the cemetery. They are the individuals who tell us where to place the memorials that care for that one cemetery and maintain the records of who owns what grave spaces in the cemetery that they manage. Again our company never makes that determination and it would be impossible for us to do so as we do not hold the cemetery records.   If six spaces would have been marked as claimed and we needed to use three, we would have called the cemetery to have one of their representatives clarify where to place the stone. As stated before because of rules, regulations, different gave sizes, etc. our company cannot just guess where to put something nor can the purchaser of the stone normally tell us as they do not have copies of the cemetery rules and regulations and know the exact sizes of the spaces, nor do they know how much of a mowing apron is required etc.  We called the cemetery. Their team flagged it for installation. We placed it. Our installer would not know the customer had 6 spaces and they wanted it to be installed over the other three spaces because that is not information they have nor would they need to do their job. Why? Because the cemetery goes out and puts flag in the ground with the customers name on it that tells our installer "This is where the monument goes."  I'm not sure if I can be anymore clear on this procedure. We have indicated we will move the stone for the same cost we are charged to have it moved by the installation company. We are em***hetic and know this is an emotional time when dealing with the loss of a loved one. But the issue is not with our company. Her issue is with the cemetery who incorrectly indicated the stone placement and they need to be responsible to either move the memorial or pay for that to be done.