Complaints

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In June of 2023, my family was made aware, due to new regulations recognizing ********************** members as eligible for veteran burial services, my father *********************************, who had served in the ***** National Guard and passed away September 5, ****, could be eligible for a Veterans headstone or medallion. The government paperwork was really hard for my family to decipher, so on August 4, 2023 I met with a representative of Cloverdale Funeral Home in *****, ***** for assistance. After talking to the person, she agreed he should be eligible and confirmed I had the correct form filled out. She informed me there would be charges to install the headstone on my father's existing grave at Hillcrest Memorial Gardens in ********, *****. I paid and was told I would be notified when the new stone was in place. I received a letter from the *********************** saying they denied my request since my father has a personally purchased headstone on the existing grave.On October 6 I took the letter and met with the representative at Cloverdale to request a refund of the money I had paid. She took a photocopy of the letter and said she would initiate the refund.After numerous phone calls, text messages, and additional visits to the office, as of today, November 6, we still have not been refunded. I have been told additional paperwork required my signature, which I provided. Now I am being told the company initiated new audit procedures so things are taking longer. This has gone on longer than it should. I simply want my refund.

  Customer response

  11/07/2023

  The company has resolved the issue by refunding my credit card. 

  Business response

  11/09/2023

  The client is correct. Due to poor communication between our representative and our accounting office, this refund has taken far too long. Our sincere apologies. Steps will be taken with all involved to improve their customer service skills. A check will be issued within one business day and forwarded to the client.

  Customer response

  11/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We used Cloverdale Funeral Home to ***** our son. His service was Monday, January 9th. On February 3rd we notified ***********************, our contact for the burial portion, that the headstone/marker that had been moved to accommodate the burial was not returned to the correct position and was laying partially on our sons plot and included photos. He replied that he looked at it and agreed that it was on our sons plot and promised to have it moved. On April 2nd I contacted him again because it had not been taken care of. He responded that he was told it had been done. Unacceptable. On May 4th, we were quoted a price of $6,799 for our sons headstone and were told it had to be paid in full, which we paid on May 5th. We were also told that ****** was leaving the organization and that we would be working with ********************* moving forward. After emailing back and forth, May 11th she emailed me that she was submitting for the first proof. We never received a proof. **** 2nd I emailed her inquiring when we could expect to see the proof but did not hear back from her. On June 5th I emailed her again with the subject line reading: PLEASE REPLY. ****** replied that it might take 2 or 3 weeks, but it had been close to 4 weeks since she told me she submitted everything for a proof. I called her and she admitted she had not sent the proof but that she would do so immediately. I told her I understood that mistakes happen but to please communicate with us. That was June 5th. On July 7 we still had not received our proof and when I checked in again she told me she hadnt heard anything back. In truth, she had not submitted the proof again! I spoke to the General Manager, *********************, and he committed to making things right and assigned us to work with **********, manager. He is no longer responding to email or text in regards to a proof. We have paid well over $20,000+ to Cloverdale. We are heartbroken over the loss of our son and to have to fight to get this finished is unbearable.

  Business response

  08/25/2023

  We are in contact with the client and will resolve with them.

  Customer response

  08/30/2023

   
  Complaint: 20518168
  
  I am rejecting this response because we are continuing to have issues with communication and integrity of this company. I do not wish to resolve until all of our questions have been attempted to be addressed by the company. How long will it take to receive our sons marker installation. Who is taking responsibility for the lack of communication in regards to unanswered voice mail, texts and emails. Did we overpay for services (I requested an invoice that has not been provided). 

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

  Business response

  09/14/2023

  We have requested expedited production of the bronze marker from the manufacturer. This is a custom product and will be produced and sent to Cloverdale in approximately the 3rd week of October per the manufacturer. Once received, the marker will be set at the gravesite within 2 business days of it's receipt and the client will be notified of the setting. Regarding communication, as the managing partner of the business, I am responsible for the communication of our staff to our clients. It is a subject that is discussed in detail weekly. So I will take responsibility for the communication. As for a statement showing the cost of the product purchased, a contract was produced by our representative providing all the cost details at the time of purchase and was signed by client. A copy was provided to client at that time. A copy can be sent to the client if the first copy is no longer available. As for the cost of the product chosen, we price all our goods and services based on our costs, our overhead and market conditions in the area. There are numerous vendors available in the area who sell these products or similar. If the client prefers, we can cancel the contract and return her money in full and she can order another product wherever else she may choose. 

*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. ↩