ComplaintsforSweetdreams Memorials

• Initial Complaint

  09/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I Contracted Mr W.,SweetDreams Memorials design CUSTOMIZED HEADSTONE for my 2 daughters. 1st daughter traditional grave 2nd cremation, ashes put underneath headstone. Once I signed the contract (monument type-size-pricing-cemetery location-paid $5530.00 (requested cash) and rough draft design w/o customized details - communication broke down. Included in contract 3 gray markers, I have no written contract & design yet. Problem: items to be finalized later: flower color, butterfly design & color-font-when to bring ashes. Owner didnt get back with me, he took it upon himself to make the choices and sent me a picture of the headstone with what he decided. I made an aptmt to discuss the corrections. At meeting, this was not the same person I met before I wrote the check. He displayed anger and disrespect. Said, "he did know what You Guys were trying to pull and he was not going to change anything because he has a signed contract. I left. Last email 8/23, said, No More Talking. Tks.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/09) */ 1. We never said we would install any ashes. She asked, if we sell vases for ashes, I said we sold a plastic type box which was cheaper at $110.00 It came with a sealant and would be water tight. I drew a picture on the back of the contract paperwork (see picture) to show them and she said she will let us now. She never did and we didn't order one. 2. We never ask for just cash. Anything written on a valid contract is protected by the rules and regulations of our governing body, hence the contract number. We do not accept credit cards and haven't for over 7 years. Payment is by check, money order or cash. 3. I took rough ideas from the family of what they wanted and said I would design the stone on the computer and put everything they were wanting on, then when they come back in we can chop and change the design to suit due to our a/c unit not working and it was hot. They came in to see our design at a later date and then sat there for hours moving, changing text and designs, which is what we normally do with our customers. They asked if I could color the flowers and butterflies which they had seen on some of my other jobs. I said yes at a cost and they picked the colors and allowed me to paint the butterflies my own colors (see picture) Now just before they left they changed their minds again and said to take out the top 2 butterflies as it looked crowded. I agreed and this is the last and final design. I always tell the customers to check the text, spelling and layout as they're responsible for this. They both read through it and agreed it was correct and signed the final copy. I always say "you must check, because once it's in stone, it's in stone" As you can see on the flag there is a double line in the first box and a slip on the end of it. This is a lighter color green to show the shadow of the flag fluttering and they agreed with this design and picture off the internet.(see picture) The daughter showed me a picture on her phone of the color she would like the flowers and I took a picture of her phone showing this (see picture, you can also see the crack on her phone screen) 4. She says the owner didn't get back to her with font size etc. All through the process the daughter wanted to know the sizes of the fonts, and I told her. But I also told them you can only go to certain sizes because of the design they wanted and by adding an extra person onto a single stone meant they were now governed. Our designs are to scale, the heart shaped monument is to size and scale. This is our normal routine, that way we know if designs and text work. They knew this, as I told them. She says she hasn't got a copy of the final design. Everyone who signs a design and contract gets a picture stapled to their copy of the contract. She is lying, please see the attached picture of her copy of the contract it has the staple mark in the top lefthand corner. 5. What they didn't tell you is that when they turned up to our office (with their signed contract and design) a) They wanted the Rebecca ADEYEMI higher .... It's to scale and it cannot go any higher hence why they took off the top butterflies and I arched the name so it would all fit. DESIGNING IS AN ART. b) They then said they didn't want those color flowers. c) Then the flag had to be re-done. d) Then they wanted me to thicken up ********'s text by adding a little line to each side of every letter. These letters are set on our computer, I said this cannot be done. As I said before "Once it's in stone, it's in stone" and for me to thicken a text it would create an unreadable mess. She kept telling me to do it. I tried so hard to explain this and they didn't want to hear it. I just said I cannot keep telling you the same thing. It's done and you signed both the contract and design. I'd had enough and they wouldn't leave for over 20 mins, my wife had to go out and speak with them and after a long time, she had to tell them that she had to go. Please read our contract which is issued to us, word for word and even the font size is dictated to us by our governing body. Section (II) Purchaser has checked all inscriptions/design and assumes full responsibility for the accuracy of same. I have fully complied to the rules and regulations. Regarding the desired resolution ...... I am not going to change any of the families mistakes without payment for my time. They've signed the contract and design and I don't really think they know what they're doing, it went from 1 item to many items, where does it stop? How can I move text up on a piece of granite that has already been blasted? How can a font which is generic be widened on granite once it's been done? Where on the contract does it say we will install the cremains and vase? Re the 3 Granite Markers, there are gray granite supply chain problems due to workers sitting home and getting free hand outs from the government. They have in the past month started coming back to work at a greater cost to the factories. The markers should be ready for our next pick-up but also our contract states 120 days for us to get this done and that will take it to Sept. 17th plus we're not to be held responsible for delivery date and acts beyond our control. Consumer Response /* (3000, 7, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response 1. We discussed the cheap plastic box you have. But we wanted to use the Pearl Cremation Urn that we had purchased before we met you (******** loved pearls). We described it, you drew a sketch and agreed to install it. That is why 'you wrote Install' (see Item-1 on pdf). You also drew a sketch of how everything would look on my picture of *****'s grave (see Item-2 on pdf). Response 2. She (wife) told me they only accept cash. On the contract I signed, it states, 'Check/Cash/Card' (see Item-3 on pdf). Response 3. We were very specific as to what we wanted. The trailer office was hot, no air circulation, no mask and no A/C - happen twice. There is NO way I could stay in his office for hours (HOT!)- it might have seemed like hours. The condition in the office trailer was not a productive environment. You did show us flowers and butterflies, it was not quite what we wanted, so you agreed to make adjustments to fit our concept - we wanted them to look more ALIVE, REAL! Your statement about the color, 'I said yes at a cost and they picked the colors and allowed me to paint the butterflies my own colors'. NO WAY! Totally untrue. Period! The two butterflies were taken out to make more room for ******** - so that her info would not appear /look like a footnote. You agreed to remove the butterflies and move ********'s info up some more. We showed him a sample of the flag from the Internet, we could not find a sample with the correct color. We described the color it should be to him. The expert, said he understood and would create the color we wanted. Response 4. Some statements I have chosen not to response to, because they were rude and disrespectfully. I still do not know the name and size of the fonts - it's not on the contract. I do not have a Design for the 3 grave markers, noted on the contract ($1350), which should have been with the contract (see Item-4 on pdf). Response 5. The flowers, butterflies and flag colors: he should have asked us if he could not remember what we said (the office was extremely hot). This is the Etcher's mistake (not the family). We ordered a customized headstone and customized grave markers (haven seemed the designs yet). Because you did not move ********'s info up after removing the butterflies - her info now looks like a footnote. That is why we came up with a solution to all the problems he (Etcher) created (see Item-5 on pdf). Desired Resolution is the same.

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