Complaints

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:10/04/2023

  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.

  This is an awful company to work with. Both ***** and **** provided terrible customer service! Low quality company and service provided for sensitive matters. Stay far away from this business

  Business Response

  Date: 10/30/2023

  We apologized for the inconvenience caused to the customer due to an internal error in one of our computer systems. The error caused incorrect updates about the receipt of the customers payment, which understandably frustrated our customer. We admit that we did not follow up with an email or a call to explain why your check was returned unpaid. We acknowledge that this was a mistake on our part, and we have taken corrective measures to ensure such errors do not occur again. We understand the importance of a stress-free and hassle-free memorial purchase process for all family's, and we assure you that we have implemented additional safeguards and steps to ensure a smooth experience in the future.

  I spoke with the customer by phone and offered an apology. ******************** and the customer agreed that we would see the order throughout completion. As off 10/21/2023 the memorial is complete and is awaiting final approval and balance. 

• Initial Complaint

  Date:11/30/2022

  Type:Product 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 started a transaction on a headstone for my brother on 3/26/2022. I left a $300 deposit. After a draft was created, I paid $1,047.00. After the completed product was done, I had to travel to the business and pay in full. They will not lay the stone at ****** Cemetary until paid in full as per contract. 10/19/2022. Final payment was made in the amount of $1,348.00. The stone was laid at the cemetery on 11/23/2022. I visited the next day and noticed that the stone is severely slanted to one side. I have sent emails and text messages explaining my dissatisfaction. Nobody got back to me. I called the business on 11/28/2022. The lady I spoke with, I believe *****. She said that she received my email and text and very rudely stated "it's Monday morning, we will get to it and get back to you. On 11/30/2022, I phoned the business, they said they will forward my request to the manager ******. Never called back. This business is very elusive and rude. I spent almost $5000.00 on my mother's stone with him. I promised myself I would never go back. My brother passed and was advised to do business with him again to get the same shade of stone. I did and spent $2,695.00 on my brother's stone. It has been a constant fight to get them to do right by my mom, and now the fight with my brothers stone. Please help, the only thing I want is for the business to make it right. Thank You..******

  Business Response

  Date: 01/10/2023

  *** **** was notified via text (see attached) on December 1, 2022, that we told our installer for him to return to the cemetery and raise the right side of the stone. On December 17, 2022, ************ texted to inquire about the status and requested an "estimated time frame." ************ was told that our installer would be out after the New Year. 

  We have explained numerous times that there is a process to everything and that we must execute patience and understanding. ************ is 1 of the thousands of families we assist every year. 

  Lastly, we only accepted ************ as a client after I overruled our grandfather, who did not want to work with the family after our last experience. Families that can not show patience and understanding to the entire process we usually never work with in the future. While we are here to help, there is a level of humanity we expect. 

  Best Regards,

  ****************************

  Customer Answer

  Date: 01/13/2023

  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:

   Good morning.  Although I did not like the business' response,  I guess I have no choice, but to get this done in his time frame and not mine. He had to get paid In full right away, which I did. Now he does not want to provide the service. If the work was done correctly the first time, I would not have to bother him at all. He has my money and has had it for a long long time. Tell him to stop being so pompass and learn from his mistakes,  instead of blaming everyone else.  Thank You...*************