Complaints

This profile includes complaints for Twin State Monuments's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Twin State Monuments

  3733 Woodstock Rd Ste 1 White River Junction, VT 05001-9125

• 

  Twin State Monuments

  PO Box 4401 White Riv JCT, VT 05001-4401

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:08/02/2025

  Type:Delivery 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.

  My Uncle (****** *****) and Aunt ordered a cemetary monument from Twin State Monuments on 8/2/2024 (one year ago today), and it still is not complete or delivered. My aunt has since passed away on 8/7/24, and my uncle repeatedly requests an update from the office manager (the only employee, other than the owner). I physically went to the business on May 29th as I was currently in **/VT area (I live in **************), and the office manager stated the memorial was not on site, and was currently at an etcher in ******** (I called a number of etchers in this town, and none did business with TSM)...it is now Aug 2 2025, and there has been no update or reply from this company on the status of the monument.

  Business Response

  Date: 08/04/2025

  This complaint is submitted by a third party that has nothing to do with this sale and has not been privy to any of the details or conversations pertaining to it's order.  The client in question was told from the beginning that this stone was being ordered from Overseas as it was extremely large, he knew it would not arrive in the United States until late spring and then would have to be quarantined before arriving at the delivery company and before being taken to the etchers for the first step of the process. 

  Due to the intricate nature of this stone we are only the last stop for inscription before placement.  We cannot control how quickly sub vendors deliver products to us.  Mr. ***** has threatened the office manager over the phone on two occasions, which he conveniently leaves out when hes complaining that she refuses to speak directly to him anymore.  The etchers have assured me that the stone will be ready by the end of this week 8/8/25 for us to pick it up and finish our portion of the job.  I have passed along as much information as I have been given to the Attorney that Mr. ***** asked to intervene. 

  When the job is completed, we will send proof along to ******************************

  Customer Answer

  Date: 08/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response stated the memorial stone was moving from one vendor (etching complete) for TSM to pick up and finish their portion.  No date provided when inscription or setting of the stone have been provided.

  -This third party has spent each weekend with the client and his daughter for the past two months, and have seen many of the emails which have travelled back and forth between TSM and the client as they were forwarded to the family showing the business response.

  -Attached is an email (dated Nov 25, 2024) from TSM stating the stone had arrived on November 15, 2024 and was at a vendor.  Response to the BBB from TSM stated 'he knew it would not arrive in the United States until late spring and then would have to be quarantined before arriving at the delivery company and before being taken to the etchers'.  There is a conflict between the email and letter responded to the BBB.  There was no mention of the quarantine of the stone in any email.

  -Also attached is a summary of dates and specific notifications, and another email regarding 'berating'.

  -The client is very frustrated with getting inconsistent information from the office manager, which his reply may come across as 'threatening'.  He is 81 years old, had a stroke a few years ago and gets emotional. 

  -Family members from out of state would like to visit the site with the monument (one family member is currently residing in **, and will soon be moving to *******).

  -Proof of the actual stones existence, what work has been completed has repeatedly been requested but never provided.  TSM stated when the job is complete, proof will be sent to the attorney.

  -Companies who are pro-active with calling/emailing the client/customers as each step is complete (there are weeks/months between each step), is a 5 star company.  The only time our family finds out the status of the monument, is if we (or, now a lawyer) reach out to the business.  Otherwise, there is no communication from this business.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/13/2025

  To Whom it May concern,

  Not all communications between Mr. ***** and the office manager were through email.  Mr. ***** has been given several updates over the phone as to why things were delayed or why we could not provide photographic proof of the status of his stone. 

  The email where the office manager said he had berated her was referring to a phone call where his words to her were "I want an exact time that my stone is going to be set or you are not going to like what happens next" (that is an open threat).   He was aware right from the beginning that we were only handling the last two steps of his stones completion.  Until we receive the stone from the vendor we cannot complete our portion and we cannot provide a photo of the completed work.

  Shortly after the last phone call with Mr. ****** he put his attorney in touch with us and we have been communicating with him.  We have also been following up  with our vendor every other day or so.  They are working as fast as they can to complete the project and get it to us so that we can complete the stone and get it set in the cemetery.  We are not the only company that places orders with them and they have a lot of projects in the queue.  We have been informed that it is in the machine and they are finalizing the etchings.  There isn't anything we can do until we have the stone.
  

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In March 2024 I contracted with Twin State Monuments/Cleggs Memorials for their engraving service to add a date of death to an existing stone in the *************, ***********. This service was paid in full with check #**** and cashed April 18, 2024. I was told they would try to get this engraving done by the end of May. On May 28 I sent an email inquiring about a scheduled time and was told by the receptionist that she would contact her boss about this. I had no response. In June I began calling for an update but got no response for my requested call back. I stopped by the White River Jct. office and the receptionist, ****** ******, said she had no update for me but would let me know when she had a schedule. I kept calling, with no response to my messages, and stopped by numerous time in July. I was given many excuses but no schedule of when the service would be completed. My family was anxious to get the engraving done so we could schedule an interment service. On August 8, 2024 I stopped by the White River Jct. office to inquire again about a time frame and ****** said she didn't have any schedule and didn't know where the engraving people were. I cancelled my contract with Twin State Monuments at this visit and requested a full refund as I felt the service was not ever going to happen. I have not received my refund. I have called numerous times with no response to my request for a call back. They do not answer their phones ever, it always goes to voice mail. I have repeatedly stopped by the White River Jct. office to inquire about my refund and ****** says the boss is bringing it to the office. I am disgusted by how horribly this company treats people on such a sensitive, personal service. I want my $212 back!

  Business Response

  Date: 10/07/2024

  Dear Mrs. Tuthill,

  After speaking to the accounting department and going through our records we have figured out that the payment was made by a different party with a different address. legally that is who we can refund the amount to.  The check was mailed to them quite some time ago.

   

  Please reach out to that person in regards to getting your money back.
  

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22375322. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Rhona