Complaints

This profile includes complaints for Weaver Memorials's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Weaver Memorials has 8 locations, listed below.

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  Weaver Memorials

  240 Chestnut St Ave # 101 Lebanon, PA 17042-6134

• 

  Weaver Memorials

  213 W Main St New Holland, PA 17557-1205

• 

  Weaver Memorials

  1854 W Main St Mount Joy, PA 17552-9556

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  Weaver Memorials

  PO Box 245 New Holland, PA 17557-0245

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  Weaver Memorials

  1198 Horseshoe Pike Downingtown, PA 19335-1366

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:04/09/2024

  Type:Order 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 April 1, 2023, I ordered a memorial (tombstone) for my husband after his passing. The approximated delivery date was 6-9 months, however, the contract itself said they had up to a year to deliver. I was assured at that time it "never takes that long, but we put in in the contracts since COVID happened". It is now April 9th, 2024, and they put the foundation down about 6 weeks ago, but still no stone. The total cost of the memorial was $5,325. I put 50% down $2,662.50. Every time I call, they tell me it will be another 3-4 weeks, that started in September. I have made an effort to call every month and they just don't care that my family has no closure. This has caused me so much continued grief. My husband would have been so upset to know he would be put in the ground without even a name. This is the worst business I have ever delt with.

  Business Response

  Date: 04/10/2024

  At point of sale, delivery ETA was quoted up to 9 months (January) as a general estimate. This is no guarantee as there are factors outside our control; in this case it was due to the cemetery being unresponsive for several months.

  Customer was informed that the cemetery must confirm name placements before the stone could be engraved. Weaver repeatedly contacted the cemetery for this information on behalf of the customer. After months of ********************** reaching out to the cemetery, the cemetery finally confirmed name placement on 2/22 and a revised proof was sent to customer the same day.

   Customer approved proof on 2/23 so we could engrave the stone and deliver. It takes approx 6 weeks from final proof approval to installation (that would put delivery ETA at about 4/5). Customer called on 3/19 for an updated delivery ETA, which Weaver quoted still on track right around a 4/5 delivery. The monument was actually delivered 4/9/24

   

  Unfortunately, the customer may not have understood the 3 month delay in the overall timeframe was due to their cemetery not confirming name positions

  Weaver fulfilled the contract and acted in good faith on behalf of the customer and cemetery during the entire order process. Additionally, Weaver gladly provided updates whenever the customer inquired. As the order has already been delivered, we hope it is to the customers liking. Customer will receive a formal notification of delivery this Friday 4/12 when the week's delivered orders are processed and notifications are distributed 

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  2/19 Deposit provided for headstone (50%)Sales person didn't inform customer of non-refund policy. 2/19 Mother (elderly whose husband died last week), changed mind, miscommunication, did not expect son to pay for headstone, stated she wanted to see prices and compare.2/20 (morning)Called the sales office, *********************************** ************************ and informed of no-refund policy and legally binding contact obligation (was not informed at the ************ of the legally binding contract). She offered to refund, then stated that she would deduct ("consultation fee") for the time spend in the sales office. I told her that I would either dispute with credit card company, and would wait for her response (she said that she would talk to her boss, **** Weaver). She [annoyingly] attempted to keep me on the phone with sales tactics, (over 20 minutes trying to keep the sale).2/21 ******************, called me the following day and stated that there would be "no refund" and that it was a "legally binding contract." 2/21 I called the credit card company to inform them of nefarious business practices at Weaver Memorial. and provided the salesperson's name and number for their investigation. As it stands now, Weaver Memorial refuses to refund the deposit, and will not provide the product ordered, (not informing customer of sales policy), and reneging on the statement made on 2/20 about "yes, we can refund but there might be a consultation fee (This statement was made by *********************************** on 2/20).

  Business Response

  Date: 02/21/2024

  Customer (****************) came into a ********************** store voluntarily, consulted with a memorial counselor and purchased a monument. He requested a consultation, asked to place an order, signed a contract and paid a deposit. The next day he claimed that he didn't know the contract was legally binding and that he had since changed his mind. Our representatives tried to explain to him what he signed but he would he not permit representatives to properly explain his options. Representatives have repeatedly told him he needs to come into our store to sign cancellation paperwork for a refund. At this time he has refused to do so

  As soon as he signs a cancellation/release form he will receive a full refund. We suggest BBB also encourage Mr. *** to release Weaver Memorials from the contract so he may receive his refund and go elsewhere

  Thank you,

  Weaver Memorials

  Customer Answer

  Date: 02/21/2024

  I have a few issues that need to be addressed regarding their response.

  This monument was purchased on behalf of my mother whose husband (my father) who died last week. She has *********** Disease and it was unclear to both the salesperson and myself, whether she agreed to the contract. The salesperson did NOT inform me or anyone else, about the non-refundable purchase.

  I DID NOT refuse to sign or return to the sales office to sign contact refusal/cancellation paperwork.  I agreed to sign anything to recover the FULL deposit amount ($4328.00).  I am waiting for their call.

   

  Business Response

  Date: 02/22/2024

  Customer came in as instructed, signed cancellation paperwork and refund is being processed. Thank you BBB for assisting everyone in helping the customer get this across the finish line!

  Customer Answer

  Date: 02/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****************