ComplaintsforValhalla Memorials Inc.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a name plate to be added to my family's foot stone back on 8/4/2022. I needed my mother's name added to the stone. I paid in FULL for the plate and it still has not been placed. This is not the first time I have had to ask for help with this company. Unfortunately, I HAD to deal with them again since they were the initial merchant. They blamed the delay on the pandemic initially, but no excuse now. I have called numerous times and spoken to a man named ******* (who is no longer there) and a month ago I spoke with another gentleman named **** who said he would look into the matter for me. Turns out no one can find my order / paperwork. I text all the receipts to this man **** and he said he would get back to me (a month ago). I text him again this past Saturday with copies of the receipts and I received no response. This business only has one person in the office whom you can speak to in person or on the phone.

  Business response

  06/20/2023

  Unfortunately the order was mishandled and misplaced by an employee that no longer works for the company.

  We were able to find the order and are currently processing everything to get it completed.

  These orders usually take ***** weeks to complete.

  We anticipate to have this done for the family by the middle of September.
  

  Customer response

  10/06/2023

  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:]

   

   This is my SECOND complaint through BBB. I ordered a cemetery plot name plate to be added to my parents footstone in August 2022. They had lost /misplaced my order and promised to fulfill. I wrote the BBB to complain and the business said they would fulfill the order by September which I agreed to the resolution. I STILL HAVE NOT RECEIVED THE NAME PLATE on my parents cemetery foot stone as I visited their gravesite this morning allowing for a grace ******* It is frustrating as I do not want to have to visit the business as I will become very upset if lied to again in person. They should have at least placed my order ahead or pushed it through a little quicker since I have been waiting this long AND they were the ones who lost / misplaced my order. It is beyond ridiculous now.

   

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

  
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  Business response

  10/10/2023

  Once again our apologies.

  What was ordered was a bronze plate which is made by a 3rd party. They are currently experiencing nationwide slow downs and back logs on bronze.

  They claim this will take a few more weeks.

  Our deepest apologies as it is currently out of our control.

  At the current rate, they claim we should have this back by Christmas.
  

   

   

  Customer response

  10/11/2023

  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:

  [Your Answer Here] I still do not have what I ordered over a year ago!!  It is the same response every time.  I have received no call, no message--NOTHING from this business only when I contact the BBB.  I have no choice but to wait but I should be compensated at this time.  IT IS NOT OUT OF THEIR HANDS!!  They may not be able to speed up the process, but I should receive compensation for something that is THEIR ERROR IN THE FIRST PLACE FOR LOSING MY PAPERWORK!!!!!!  They continue to wash their hands of this and it is beyond frustrating.  Treat your customers with respect and NOW do what is right--GIVE ME MY MONEY BACK!!!  And deliver my product AS SOON AS POSSIBLE!!

   

   

   

   

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

  
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• Initial Complaint

  12/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 17, 2022, I signed a contract with Valhalla Memorials to provide a plaque (flat headstone) for my mother's plot and was told it would be ready in November, as the production of bronze had been delayed this year. The contract stated the following: Monument $1,100, Lettering $175, Installation $409 Total: $1,384.My credit card was charged $700 for the agreed upon deposit, and the contract reflects that I owe $684 upon delivery.The business reached out, unapologetically, at some point in October, I believe to tell me that the plaque wasn't under way yet because I needed to approve the layout, which I thought was already done during the meeting on May 17th. I immediately approved the layout. Around December 20, 2022, an employee of the business called to say that the plaque was in, and we owed $300 extra because their former employee made an error when adding up the amount. I reminded him that a contract had been signed and that it was their error and said if the situation was reversed, I'm pretty sure they'd hold me to the amount for which I signed the contract. The employee told me that he couldn't make those decisions, would ask the owner, and abruptly hung up.Not having received any call back, I went to the business on December 23 to inquire about status. The employee that called me on Dec 20 was working and said that the owner will not back down and we still owe an additional $300. I told him that I would take them to Small Claims Court. He told me to do as I see fit.Furthermore, had I known the final amount was going to be $300 more than what was stated, I am certain I would have shopped around further to compare prices.This is a business that clearly has no concern whatsoever about what it means to provide customer service in an ethical and professional manner based upon the interactions I've had with them. In an attempt to avoid Small Claims Court, I thought I would try this avenue first. If this fails, I will not hesitate to move forward.

  Business response

  12/28/2022

  Unfortunately bronze foundries are extremely backed up and have never fully caught up from the trying workload from the pandemic. They give estimated time frames on completion. Our customer was told November. The bronze marker was completed and shipped to us in November however we received it the first week of December. Not uncommon.

  As far as the cost, there was a very simple arithmetic error made by one of our senior employees whom has recently retired.

  All the math adds up and the total was simply written incorrect however if you add up the itemized bill, there is no surprise fees added.

  Total was $1684 and a deposit of $700 was made which left a balance of $ 984.

  Once the $984 is paid we will be able to install in the cemetery.

   

  Itemized bill reads

  $1100 Monument

  $175 Lettering

  $409 Cemetery Fee

  $1384 Total  (Should of written $1684) This was a human arithmetic error.

   

  Our apologies however the price is extremely fair and can not be altered.

  Customer could not even purchase this monument for that price currently elsewhere.

   

  Thank You

  Valhalla Memorials
  

  Customer response

  12/28/2022

  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:

  The business stated that their employee made an error in adding. That is accurate and it remains their employee's error. A contract was signed, more than half of what I believed to owe was already charged to my card, and a conscientious, customer-service oriented business owner would deal with the fact that his employee made a mistake, and chalk it up to the cost of doing business.

  Had their employee who called to inform me of this error, had been the least bit apologetic and willing to talk about alternatives in which they paid most and I paid a portion of the remaining to resolve the error, I would have likely agreed. Their employee was rude and completely unapologetic and furthermore, did not even have the courtesy to call me back after saying he would check with the owner and then hanging up on me. Maybe company should re-evaluate who they hire to work for them.

  Since a contract was signed, I assume that various ************** legal entities will hold them to the contract if it can't be resolved via the BBB.

  Thank you.

   

   

   

   

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

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

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My passed away in April of 2020. In the Jewish religion you have to wait one year before you can do an unveiling which requires that the stone be set in place. We chose Valhalla Memorials because it was close to Eden ******** where my mother is buried. We spoke to the ******** *** who runs the place. He told us he needed between 4-5 months to have the stone complete. In *** of 2021 we placed the order with ***. We gave him a deposit of $1,000.00 which he asked for and also the drawing of what we wanted on the stone. Next week it will be *** of 2022 and we have not gotten our stone. We have called many times during this past year only to get excuses and apologies from ***. He always says the same thing, that it is in the shop and he will follow up and get back to us. He has never gotten back to us. This has been a very upsetting time for me. My mother has been laying in her grave for 2 years now and I have not closer because I have not been able to give her a proper unveiling. My friends mother died about 6t months after mine and she went to another company in Valhalla and is already doing her unveiling. Her stone came through within the amount of time that she was told. *** is the only person whoever answers the phone. He will not give me the name of his boss or the owner. I have tried to call the Chamber of Commerce to try and find out. I need someone else to be an advocate for me. I need to have someone else get involved. I do not trust *** any longer or anything he tells me. This has kept me up at nights just thinking about it. I have not control over this situation and I need someone to step in here for me. I live in *******. My sister is the one who placed the order, she lives in Westchester but she is not doing anything about this. She is powerless as well. I really do not know what to do at this point. I was thinking of taking a loss on this and going to another company but that will be even more time. I hope you can help me.

  Business response

  04/28/2022

  Good afternoon to whom it may concern, we are extremely sorry to hear your disappointment in the above referenced job concerning the order for ***************************. As an office policy we are supposed to confine our attention to whom it is we are in agreement with. I had spoken to the complaintees sister this afternoon and discussed the involvement of the on-going work necessary to complete this order. this original order was placed in may of 2021, it was not until august of 2021, 3 months later when we recieved all the correct Hebrew lettering for the monument, at that point would have been the first possible day to start constructing a computerized rendering for the above referenced job. the time period for a completed job at this point in time is within **** months due to the struggles that has continuously now grown with the on going repercussions of the pandemic. once the customer approves the drawing which they did on march 3rd of 2022 the cemetery also needs confirmation of that stone sign off, as it is put into production from paper to making a beautiful monument from that day forward.

   

  all customers are advised, ***** weeks from the point of proofing being signed, i assure this job is on the top of our priority list as are all of our customers. we are a family business, our goal is to bring closure to each individuals life as we continue to work our hardest even during times in which covid has taken large control over our day to day operations. every aspect from undermanned quarries to logistic transportation of the monument have been effected. 

   

  again we apologize as we continue to move forward with the production of this monument which i am aiming to have complete prior to your visit to new york in mid june. thank you .

  Customer response

  04/29/2022

  Better Business Bureau:

  
  

   I understand the reply and appreciate the information.  If this was how *** handled it from the beginning I would have understood.  

  However, when you keep calling and all you get is an answer such as "it is in the shop.  I will check on it and get back to you,"  and he

  never gets back to you or gives you any information.  That is terrible customer service.  Not knowing anything caused me and my sister

  terrible anxiety.  I will never recommend this place nor will I ever do business with them again.  At this point I just want to get my 

  stone so I can give my mother a proper unveiling and have some closure.

   

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*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. ↩