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:07/30/2025

  Type:Service or Repair 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.

  I put a deposit of $3200 down for a headstone for my mother on June *******. At that time they were at an office at the 517 location. From the beginning there were issues, They couldnt find the sketch of the headstone we agreed on. I took them my sketch. The wording was wrong. Finally in December I was able to approve the sketch. I got a call in April from the secretary **** *******. She said they were moving out of the office and would work from home. She told me she sent the rendering to *****************. I called ******** 2weeks later. They said they hadnt received anything from Samuel Cockburn. I called **** back she said that the check and paperwork she sent to ******** was lost in the mail by **** I told her she could simply track it. She told me they were sending out a new check and paperwork. ******** called me about a week later and said ************ knows better than to send paperwork like this. They used an old form. They didnt include the sketch of the headstone and they sent a copy of a rendering. They sent everything back to Samuel Cockburn including the check. I asked **** if they could rewrite the rendering since it was lost in the mail. She said no. I asked whats the next step because the cemetery isnt willing to take a copy. If they werent going to do anything its been almost a year Id like a return if they couldnt move forward. 3 weeks passed. I called again. She didnt answer and she sends an email saying she was sending a check but didnt have my apartment number. I gave it to her. She sends a check with my name spelled wrong for $2450. She said they were keeping $750 for the work they did. Which was nothing. I requested to meet with the owner so I could see what was done that warrants them keeping the money. I get an email saying **** is going out of town for a sick family member. No check no meeting nothing since. I only have the bad check and a phone number. They have $3200 for my mothers headstone

  Business Response

  Date: 08/02/2025

  ** ******* came into our office and purchased a monument to be set in ********/******************  Documents attached are our documents provided to each customer and explained in detail before asking for signatures on each form.  We did in fact had a rendering created which ** ******* requried changes to so we wnet back to the designer to request the changes that ** ******* rquested.  Revised rendering was the  provided to ** ******* and she approved through email.  ** ******* was made aware the ALL cemeteries stop working on permits and foundatins through the winter.  ** ********* permit was submitted to ********/******** by *** on March 14, 2025 for their review and approval.  ***************** lost the original package and once I was advised and researched and confirmed with *** that the package was lost I resubmitted the COPIES of the original documents that were originally.  ** ******* wanted a refund because I didnt have the originals that were lost and that a new permit would have to be signed and resubmitted.  We no longer have a physical address as our building was sold in January 2025 and I am working out of my home office until all open orders are filfulled.  I was not willing to provide my provate address at that time.  I spoje to the owner regarding the refund check and he ultimely decided to enforce the $750 cancellation fee which ** ******* acknowledged and signed.  Copies of all forms signed at time of sale ***** provided.  A refubd check was sent by *** i the amount of $2,450 to ** ******* on July 2, 2025,  

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I asked **** what could be done about the missing rendering. She told me a new one could not be issued. I asked what would be done. If they werent able to provide the service Id like the full money back. **** never contacted me to say if they could or couldnt. I reached out again by phone. **** replied by email asking for my apartment number . She said she sent a check out.  I gave her the apartment number and asked about the check amount. She never replied.She sent a check for $2450. I told **** my name was incorrect on the check. It is missing an a. She told me a new check would be issued. I asked to meet with the owner to see what theyve done to keep the $750. I never received any other check and **** sent that ridiculous email saying shes going out of town. No one has gotten in touch with me or provided any check since this one. You can see the check is still here because theres no address to send it back to. Ive reached out to her several times and no response. No check. No meeting nothing

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 08/06/2025

  Has nothing to do with the rendering which was the service we provided.  The rendering was created by the designer and needs to be paid for his services in addition to taking the original documents to *** to be mailed.  The issue was with the cemetery permit, and issuing a new permit would not fit within the time frame parimater of ***** months to complete the stone.  Not to mention the time it woud have taken the cemetery to issue approval and pour the concrete foundation which is the cemetery;s responsibility.  As for the reissued check in the amount of $2,450 ****** ******* advised to WAIT to correct the spelling of her name on the reissued check until the issue of the $750 has been resloved.  It was explained I was leaving on vacation and would return until August 4th, 2025.  It was not my decision to hold the $750 but the decision of the owener who wrote the check for $2,450 after I provided him with the documents ** ******* signed.