Complaints

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• Initial Complaint

  Date:23/06/2025

  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 went to my fathers grave on fathers day to see there had been recent engravings to his marker. When I contacted the company and individual who did the work, they said they did the work based on the name on the stone, they did not inquire who actually owned the property they were able to alter. The name on the stone is my mother who is the EX wife of my father and has no legal rights to the plot or monument however due to the companys lack of diligence they not only engraved it, but they misspelled the name being added as was verbally told to the contractor, no documents were checked to see who this individual was going on the plot. When I contacted ***** ***** the individual who did the work he confirmed he did not look into who owned anything just wanted to help a woman who was upset. Now I have spent weeks emotionally exhausted trying to rectify something that should have never happened

  Business Response

  Date: 24/06/2025

  We appreciate the opportunity to respond to this complaint and to provide some clarity on the events from our perspective.
  
  In May 2025, our company was contacted by Ailsa Bathurst, who is named on the existing monument alongside her late husband, Todd J. Bathurst. Ailsa requested that we add her son’s name, “Kurtis,” to the monument. She signed an official order form and approved the spelling of the added name as written on that form. Our standard process requires the person authorizing the work to confirm all spelling and dates prior to production. In this case, the spelling “Kurtis” was provided and confirmed by Ailsa herself in writing.
  
  We proceeded in good faith with the work under the reasonable belief that the mother, Ailsa, was the lawful owner of the monument, especially as her name has been inscribed on the stone for over 20 years. At the time the order was placed, we were not informed of any dispute within the family, nor were there any known restrictions from the cemetery.
  
  After the work was completed, we were contacted by another family member, Ashley Morgan, who objected to the inscription. We immediately paused all further work and contacted the cemetery. We then learned that under cemetery by-laws, formal approval from the cemetery board is required before altering any upright marker. We regret that this step was missed and have taken steps internally to ensure it is followed going forward.
  
  The individual who originally authorized the work (Ailsa) is now in contact with the cemetery to clarify her understanding of the interment rights and to pursue any necessary updates. We have fully cooperated with all directions from the cemetery and will comply with all decisions made by them and the Bereavement Authority of Ontario (BAO).
  
  We understand that family memorials can involve deeply personal and emotional circumstances. While we regret any distress caused by this misunderstanding, we believe we acted responsibly, professionally, and in accordance with our standard procedures. At this time, no further work will be completed on the monument until all matters are resolved by the cemetery and any authorized parties.
  
  We remain committed to working constructively with all appropriate parties to help bring this matter to a respectful and fair resolution.
  
  Photo attached of completed inscription as requested and authorized in writing by the individual who placed the order

  Customer Answer

  Date: 25/06/2025

  Complaint: 23505038
  
  
  
  I am rejecting this response because:
  

  While Indo understand a stone sitting for twenty years with a once spouces name on it may seem like justification to go ahead and inscript a stone. There are also many things that happen in twenty years personally includong a remarriage. 

  I was informed by the contractor, I have done this this way for 60 years, which makes me curious how many more oversights there have been?

  My concern with this matter is while I understand you were not "aware" of cemetery practices in regards to this matter, i believe that is a STRONG part of your job and would have taken a simple phone call to the township. With it being such a long time, I personally would want to do diligence in my business practices as well as cemetery regulations to assure that no family member did in fact have any disputes to the matter. 

  I do also understand the person's presenting themselves as the owner at the time, but you went based on her name being on the stone? Was she asked for purchase proof or any proof at all that she in fact owned it? 

  i do understand also she signed for inscription, however had the legal process been followed to assure who the owner was, this would have never happened and now I am left fighting emotionally daily against multiple people to have something rectified that someone had no right to touch and simple business practices would have saved my family and I alot of hurr, pain and emotional exhaustion your company has caused us. 

  
  Sincerely,
  
  
  
  Ashley Morgan

  Business Response

  Date: 27/06/2025

  Business Response – Follow-up to Complaint 23505038
  Thank you for the follow-up. We acknowledge the additional comments from the complainant.
  As previously stated, the inscription was completed under a signed written order from the individual who identified themselves as the lawful monument owner. At the time, there were no restrictions noted by the cemetery or indications of a dispute.
  We have since paused all further work on the monument and submitted full documentation to the cemetery, which is now reviewing the matter. We will follow any formal direction issued by the Township of South Frontenac as the authority managing the cemetery.
  We remain committed to working cooperatively with the appropriate parties and appreciate the opportunity to clarify our process.

  Customer Answer

  Date: 27/06/2025

  Complaint: 23505038
  
  
  
  I am rejecting this response because:
  
  While I understand you were acting on ther persons representing themselves as the owner, but again I ask what documents did you ask to obtain proof of ownership? Or did you just go on the basis of the womans name being on the stone?

  As you stated this was originally done over twenty years ago, when the contractor himself has stated he remembers the initial purchase conversation between .y grandfather and ailsa. 

  There is alot of past trauma and history in our family that she has been the cause of, when my father passed, my grandfather dealt with and had all matters signed to him as she not a mentally stable human.She has always been uncapable of doing things properly, hense spelling her own sons name wrong on a permanent marker should show her incapabilities. 
   They also did not trust her and didnt want her to have rights to where he rested. Had your company done diligence to assure who owned the property my family would not be having to deal with years of trauma rehatched and having to reheal. I truly do not think you understand the severe hurt, pain and anger you have caused my family. 

  Also regarding the township, having thoae speculations in place or not, you changed something without authorization from a legal owner based on assumption and laziness to make a simple phone call. 

  I highly advise next time before you go interfering into peoples personal lives, you take the time to assure you have proper documents to peoples property you are altering and lives you are negatively affecting.

  Ashley Morgan