Business ProfileforCMS East Inc

My brother passed away December 2020 with Covid-pneumonia. He had a life ins. policy through his special needs trust. However, the insurance policy did not provide enough funds to purchase a grave marker for my brother's grave. He was a TBI patient, and lived with me and my wife after his accident for 9 years prior to his death. My wife and I were his caregivers. He was like a child in a mans body and needed 24 seven care and supervision. My wife and I both contracted Coved as well due to caring for him. We not only lost my brother, but my wife was his paid caregiver for 9 years and when he died she lost her job. I am disabled. She was able to draw unemployment for awhile and we went and paid $1,500.00 down on a grave marker for him out of our own checking account. We were told at that time that the grave marker would not even be made until it was paid in full. At that time we could come back in and pick out a design for the grave marker. We were not able to pay the full amount and had to set up non interest bearing payments for the remaining balance. Two months later my wifes unemployment stopped. She has a new job as a caregiver, but it takes a while to get started. We were not able to make the payments on the grave marker any longer. We got a call from CMS stating that they need a payment. I explained the financial situation and told them I would try to get a payment. I had to borrow the money from my daughter to make that payment, but when I called the lady said that even if we make the payment it will be cancelled unless we can make 2 payments by the end of the month. I explained our financial situaltion again. She told me that there was nothing she can do unless we have the two payments. They wanted us to come in and redo the agreement and chnage it to a interest bearing agreement. I was confused as to how this was going to solve our problem and help us. In my opinion it would only make matters worse for us so I asked what happens to the $1500 that we paid down if the order gets cancelled. She told me that they hold the money. I said excuse me? You do what. I mean should we not get a refund for that money? You haven't made the grave marker yet so you are not losing anything. They refuse to give us a refund for the $1500 that we paid down on this grave marker. We told that that when our finances get better we will come back in and reorder, but they said they cannot give our money back. I recieved a letter in the mail from them yesterday stating how much is due and a notice to cancel the order, however they did NOT mention the $1500 that we paid down. Instead stated at the end of the letter in bold type "PARTIAL PAYMENT OF THIS AMOUNT DUE WILL NOT KEEP THIS ACCOUNT FROM CANCELLING". Also that if the account is cancelled we will have to "REPURCHASE" a gravemarker for my brothers grave! This is OUTRAGEOUS! They are keeping the $1500 that we paid down on a gravemarker that was only ordered but never made! Never even began to make! I would not have even given them a one rating if possible!

Thank you for the opportunity to respond to this complaint. ******************** was very aware that we would not order the memorial until it was paid in full. He was also made aware that he had 3 business days to cancel his contract if he changed his mind. We never want our customers to be unhappy with our services. Therefore, we have contacted him and understand the issues he is having with his financial status and explained that we will wipe the remaining balance of his account (he will owe no more money for the memorial) and we will order the memorial for him. It will take about ***** weeks to come in and once it does we will install it weather permitting. If you have any other questions, please feel free to contact me.Thank you

Thank you for making this situation better than we expected. We appreciate very much that you have canceled the balance and are willing to order the gravemarker for us. We will contact the office soon. We have been having health issues.