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Business Profile

Monuments

Altoona Memorial Studio

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:05/23/2025

    Type:Billing Issues
    Status:
    Resolved
    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 December 10, 2024, I found the top half of my aunts headstone lying on the ground; it had come off the base. The headstone was purchased at Altoona Memorial Studio and set on November 17, 2015. I went to Altoona Memorial Studio, the same day and showed the picture I had taken. The receptionist took all the info including the picture and told me they could not do anything until spring. She said there would not be a charge, and they would contact me when they would be able to fix it. Never hearing again from them in mid-March 2025, I went cemetery to find nothing had been fixed. The same day, I stopped again at Altoona Memorial Studio. She looked up my information, said they would contact me and take care of it soon. I expressed my concern because we are now getting into grass cutting season and I did not want any further damage to occur because it was lying on the ground. On May *******, I again went to the cemetery to find nothing had been fixed and immediately went to Altoona Memorial Studio. I expressed how upset I was that I was never contacted, and the headstone still lies on the ground off of its base. The receptionist made a phone call, which took quite a bit of time since they didnt seem to know what was going on. I was then told I needed to pay $115 to have it fixed. She told me it wasnt defective so I would need to pay for the repair. I expressed their workmanship was defective; it was clear the glue did not hold. I told her there are ****** at the cemetery that are 100 years old, leaning, and have not come unglued. This headstone is just a little over 9 years old. She told me they would pin it and glue it this time. I asked why wasnt it pinned and glued initially when the headstone was set; I received no response. I disagree with this charge and feel it should be fixed at no cost to me. I do not feel I should pay for their defective workmanship; it should have been pinned and glued when the headstone was initially set.

    Business Response

    Date: 06/02/2025

    We apologize for the miscommunication between Altoona Memorial Studio & the main office. Once ****** told us we had already looked at this work order & gave the customer a quote to fix it at no charge we stood behind that original quote. We had a trip planned to be in ********* on 5/29/25, therefore we added this to the work and this work order was completed on Thursday 5/29/25.

    Customer Answer

    Date: 06/04/2025

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 


    I would like to thank ***** ****** and the Better Business Bureau for resolving my complaint in one week; something I could not accomplish in six months! 

    However, I do want to make note in regard to the Altoona Memorial Studio response; they are lying in regard to stating there was a miscommunication between Altoona Memorial Studio and the main office.  ****** got off the phone with the main office and told me there would be a $115 charge to fix the headstone in June.  I conveyed how upset I was, so I dont think she would have told me this if it wasnt told to her by the main office.

    Nevertheless, I am happy the headstone has been fixed, but I do not know if it was just glued or pinned and glued (the correct way). 

    Thank you, Better Business Bureau, for resolving my complaint so quickly!


    Regards,

    ***** ******

Altoona Memorial Studio is NOT a BBB Accredited Business.

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