Complaints

This profile includes complaints for New Park Cemetery, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  New Park Cemetery, Inc.

  4536 Horn Lake Rd Memphis, TN 38109

  
• 

  New Park Cemetery, Inc.

  P.O. Box 161077 Memphis, TN 38186-1077

  

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:10/11/2025

  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 am writing to make a formal complaint regarding the handling of my fathers burial and headstone, and to demand a prompt resolution.Summary of facts- My father, REMOVED., was buried at New Park Cemetery on [date]. The funeral services were arranged through REMOVEDMemorial on Semmes. - As part of a bundle package with the funeral home, we purchased a headstone for my father at a cost of approximately $500. At no time were we informed by REMOVEDMemorial or New Park Cemetery that all headstones must be ordered through the cemetery or that there are specific size restrictions that would prevent installation of our purchased monument. - After placing the headstone, cemetery staff informed us it must be removed unless we pay $700 to the cemetery or buy a headstone from the cemetery for $700. We were told REMOVEDwould let it stay only if we paid $700. - Cemetery workers have moved the headstone and walked on it. This is disrespectful to our family and to my fathers grave. - I was told other families have brought incorrectly sized headstones and were allowed to keep them, yet the cemetery now threatens removal of my fathers headstone. Both the funeral home and the cemetery have accepted payment for services and are refusing to accept responsibility for this .2. If the cemetery insists our headstone must be replaced due to size or policy, the cemetery (not our family) must pay for the replacement headstone and installation, or reimburse us the $500 we already spent. 3. A formal written apology from both New Park Cemetery and REMOVEDMemorial on Semmes for the failure to inform us of the cemeterys policy, for the disrespectful conduct of cemetery staff, and for the subsequent distress caused.

  

  Business Response

  Date: 10/14/2025

  The customer has emailed me directly and I have copied my response to her below my repsonse to you. She is upset because she purchased a monument that does not meet our requirements.

  She is mistaken when she states that headstones must be purchased from us.

  She is not the property owner and thus, cannot decide what monuments get placed.

  The property owner signed a statement the they will ask us for a copy of our policy when puchasing a headstone.

  She attempoted to place a headstone herself, which we never allow.

  I have sent her a copy of our policy.

  I have sent her pictures of 2 different signs in our lobby expressly sating that we have rquirements (as do ALL cemeteries)

  I have offered a 25% discount on a headstone as a way of meeting her in the middle.

   

   

  Lamarcia Weeks                                                                                                                                          10/14/2025
  REMOVED
  
  Good day Ms. REMOVEDappreciate you sharing this experience with me and I want to help explain the misunderstanding and come to an agreeable resolution.  We appreciate you choosing New Park Cemetery and want your experience to be a positive one.
  Per your letter, you purchased a headstone for your father from Calvary Memorial Funeral Home.  We at New Park Cemetery allow headstones from other sources, we do not require them to be purchased from us.  We do however, have requirements as do all cemeteries that I am aware of.  Some of our gardens allow uprights, some require flats etc. We have requirements on the finish and material that the headstone must be made of.  We also have minimum and maximum size requirements.  I cant imagine that a funeral home would order a monument without checking the requirements of the cemetery.  Unfortunately,the monument that you placed is smaller than our minimum requirement.
  For this reason, all monument makers that I am aware of will send us the basic specifications that the customer is requesting before making the headstone.  We always respond to these requests timely, the maker delivers the monument to us, we collect an installation fee (as outlined by the state of REMOVED) based on the size of the monument.  This fee covers the perpetual care of the stone, ensuring that for years to come you will be able to honor the memory of your loved one. For this reason, as well as safety we do not allow customers to install their own REMOVED.
  We work hard to enforce our policies, and we do remove non conforming monuments and/or ask families to remove them.  Making an exception for you would perpetuate the problem and as your letter demonstrates, would add even more confusion for other families.
  Upon examining contract 1-70912 for the burial of your husband, it appears that payment was made and contract was signed by REMOVED, making them the lot owner (and the one who has the rights to place a headstone).  In addition, as attached,REMOVEDsigned a document clearly stating that owner should request a copy of our Monument Policy before purchasing a monument.
  If you decide that you want to order a headstone from REMOVED, we would offer a 25% discount off of our normal price.
  
  I have included a copy of our policy for your reference.
  
  REMOVEDS. REMOVED
  New Park Cemetery, Inc

  Customer Answer

  Date: 10/14/2025

  Dear Mr. REMOVEDyou for your recent communication. After careful review of your response, it remains apparent that the central issue at hand namely, New Park Cemetery's failure to adequately communicate its headstone policy prior to my father's interment and the acceptance of payment for his plot has not been fully addressed.
  
  I wish to reiterate and clarify several points of concern:
  
  * The critical information regarding headstone dimensions and restrictions should unequivocally have been provided to my family before the burial service and before any payment was accepted for the plot. This oversight in disclosure is the fundamental cause of the current predicament.
  * For your records, please note that the headstone in question was purchased via REMOVED, not through REMOVEDMemorial. This discrepancy needs to be corrected in your internal documentation.
  * I must also draw your attention to the highly unprofessional conduct displayed by your staff. Specifically, the behavior observed from REMOVEDand the receptionist (who was dressed in a head bonnet), including visible 'twirking' and subsequent loud verbal altercations regarding our departure, is wholly unacceptable. Such conduct is neither appropriate nor professional, particularly within an environment that is meant to provide solace and respectful service to grieving families. I expect a thorough investigation into this matter and appropriate action to be taken to address this significant lapse in professionalism.
  
  It is with considerable disappointment that I perceive your latest response as indicative of a lack of active engagement or accountability on New Park's part regarding my complaint. This stance is simply untenable given the gravity of the situation.
  
  Therefore, I formally request that you provide the following commitments and documentation in writing within the next 14 calendar days:
  
  1. Confirmation that my fathers headstone will remain in place and will not be removed during the resolution process of this matter.
  2. Should New Park Cemetery ultimately determine that the headstone does not conform to policy, written confirmation that the cemetery, and not my family, will bear the full cost of replacement and installation, or provide full reimbursement for the $500 we have already expended.
  3. A comprehensive written explanation detailing why the cemeterys headstone policy was not disclosed to us prior to the burial, accompanied by an official copy of the written policy that you contend is applicable.
  4. A formal written apology acknowledging both the failure to disclose the policy and the unprofessional conduct of your staff, alongside a clear outline of the steps you intend to take to investigate and decisively address the staff behavior in question.
  
  Please be advised that if these requested written responses are not received within the stipulated 14-day period, I will regrettably be compelled to escalate this matter by pursuing further action through the relevant regulatory and consumer protection agencies.
  
  I await your written response to this email.
  
  Sincerely,
  
  Lamarcia Weeks

  Customer Answer

  Date: 10/15/2025

   
  Dear Mr. REMOVEDyou for your recent communication. After careful review of your response, it remains apparent that the central issue at hand namely, New Park Cemetery's failure to adequately communicate its headstone policy prior to my father's interment and the acceptance of payment for his plot has not been fully addressed.
  
  I wish to reiterate and clarify several points of concern:
  
  * The critical information regarding headstone dimensions and restrictions should unequivocally have been provided to my family before the burial service and before any payment was accepted for the plot. This oversight in disclosure is the fundamental cause of the current predicament.
  * For your records, please note that the headstone in question was purchased via REMOVED, not through REMOVEDMemorial. This discrepancy needs to be corrected in your internal documentation.
  * I must also draw your attention to the highly unprofessional conduct displayed by your staff. Specifically, the behavior observed from REMOVEDand the receptionist (who was dressed in a head bonnet), including visible 'twirking' and subsequent loud verbal altercations regarding our departure, is wholly unacceptable. Such conduct is neither appropriate nor professional, particularly within an environment that is meant to provide solace and respectful service to grieving families. I expect a thorough investigation into this matter and appropriate action to be taken to address this significant lapse in professionalism.
  
  It is with considerable disappointment that I perceive your latest response as indicative of a lack of active engagement or accountability on New Park's part regarding my complaint. This stance is simply untenable given the gravity of the situation.
  
  Therefore, I formally request that you provide the following commitments and documentation in writing within the next 14 calendar days:
  
  1. Confirmation that my fathers headstone will remain in place and will not be removed during the resolution process of this matter.
  2. Should New Park Cemetery ultimately determine that the headstone does not conform to policy, written confirmation that the cemetery, and not my family, will bear the full cost of replacement and installation, or provide full reimbursement for the $500 we have already expended.
  3. A comprehensive written explanation detailing why the cemeterys headstone policy was not disclosed to us prior to the burial, accompanied by an official copy of the written policy that you contend is applicable.
  4. A formal written apology acknowledging both the failure to disclose the policy and the unprofessional conduct of your staff, alongside a clear outline of the steps you intend to take to investigate and decisively address the staff behavior in question.
  
  Please be advised that if these requested written responses are not received within the stipulated 14-day period, I will regrettably be compelled to escalate this matter by pursuing further action through the relevant regulatory and consumer protection agencies.
  
  I await your written response to this email.
  
  Sincerely,
  
  Lamarcia Weeks

  

  Business Response

  Date: 10/16/2025

  I regret that in my original response, my attachments did not seem to upload.  I expect that ypou will wee 3 attachments this time.

  All cemeteries have headstone requirements including New Park Cemetery.  We have two signs posted in our Lobby indicating such.  In addition, the lot purchaser signed the attached document clearly stating our policy.  We definItely communicted our policy.

  I am sorry that Ms REMOVEDdid not have a postive experience with us, I am adressing my staff to ensure that they we are always professional.  

  REMOVED

  President

  New Park Cemetery, Inc

  REMOVED

   

  Customer Answer

  Date: 10/16/2025

  I received a copy of the contract from the cemetery and they allowed this funeral home to falsify this contract. They clearly can see the same hand writing throughout the same contract. Also it shows my name was even misspelled. The cemetery and the funeral home has made an under table deal and has gotten caught. 

  Customer Answer

  Date: 10/17/2025

  According to the documents sent these documents have been forged and the cemetery and the funeral home forged and falsified documents to try to make this sale of the cemetery plot look legitimate. That is not my signature nor my writing. My name is incorrectly spelled and the name REMOVEDis incorrectly spelled this writing is from a person that is right handed/ female. 

  Customer Answer

  Date: 10/17/2025

  Looking at these documents my name has been forged.The name is spelled incorrectly and this same person filled out the form. The cemetery and this funeral home has falsified documents using my information to take advantage of my family and I at a vulnerable time. They worked together under the table to get what little insurance money my dad had and I feel like they cremated him and led us to believe they buried him. Mr REMOVEDsignature is on the paperwork  and he knew he never came in contact with me. I have my ID to compare my real signature to what Mr REMOVEDand Ms REMOVEDcame up with. 

  Customer Answer

  Date: 10/17/2025

  Looking at these documents my name has been forged.The name is spelled incorrectly and this same person filled out the form. The cemetery and this funeral home has falsified documents using my information to take advantage of my family and I at a vulnerable time. They worked together under the table to get what little insurance money my dad had and I feel like they cremated him and led us to believe they buried him. Mr REMOVEDsignature is on the paperwork  and he knew he never came in contact with me. I have my ID to compare my real signature to what Mr REMOVEDand Ms REMOVEDcame up with. 

  Customer Answer

  Date: 10/17/2025

  I am going to also call for an audit with the state of REMOVEDon this cemetery. For falsifying documents.

  Customer Answer

  Date: 10/18/2025

  I am again letting you know that the documents that the cemetery has sent are fraudulent and my signature was forged. This was some back door deal done by REMOVEDwhich he signed and REMOVEDWestern. I am requesting an audit from the State of Tennessee in regards to REMOVEDMemorial Funeral Home and New Park Cemetery for falsifying documents.