ComplaintsforPeter Troost Monument Co.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 15th, 2021, I purchased a niche from the ******************* for my late husband's ashes for $2,800; I made the last payment on January 4, 2022, and Troost Memorial was to do the engraving on the front of the niche. To date that has not been done. My children tried to visit the niche on fathers day but couldn't find it. I want and deserve to have that job finished.

  Business response

  08/15/2022

  Hello, our sales person had been in contact with the customer over time.  He reached back out and apologized for the delay in completing the engraving.  We expect to have the engraving completed by the end of August

  Customer response

  08/16/2022

   
  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 **** will expect the results at the end of August as they stated in their response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a monument from Peter Troost Monument company for over $10k I have had issues with the vase being loose and they used white putty on the base and should of been black. They refused to fix the vase after 3 attempts by them. It was determined by other company that they used the wrong material on the vase and that the putty they used on the base was white and crumbling. They refuse to answer and they refuse to fix. My monument has a warranty and a guarantee. I paid for the vase to be fixed correctly. I want the putty changed to black and fixed correctly.

  Business response

  06/08/2022

  Hello, we have been out to repair the vases on the ******* monument several times over the past three years at no charge to ************.  In both instances we informed ************ that she was overfilling the vases, and the force used to over fill the vases was breaking the seal on the vases.  In 2020 during the second repair at no charge we informed ************ that the vases were still being overfilled and we would not continue to repair the vases at no charge due to the continued misuse of the vases.

  In the 2019 repair we also resealed the tablet to the base at no charge to ************.  We stand behind the quality of the products we use and believe that we have repaired this problem twice at no cost to the customer while giving ************ the information needed to prevent this from happening again in the future.

  ************ contacted us this morning through our website and before we had a chance to respond to that inquiry we received the BBB notice.  This is the first I have heard of an issue with the wrong color sealant.  We have reached out to *********** this afternoon and told her we are again sending a representative to inspect her monument and will be in touch with her within two weeks with a resolution on resealing the tablet to the base with a different color sealant.

   

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

  Customer response

  06/11/2022

   
  Complaint: 17333264
  
  I am rejecting this response because: I have pictures we post on social media showing for the last 6 plus years we purchase cemetery flowers and decorations made for the vases. I was told by company that inspected the vase and who I am paying to fix correctly that Peter Troost didn't use the correct materials to attach the vase. I am not asking for them to pay for the vase I am asking for them to acknowledge and admit to poor workmanship and apologize. I do want the base fixed with correct material and color. Black goes on black. The lady I reported to about the issue left the company unexpectedly and this representative was aware through ******** messages about the existing issues. 
  
  
  Sincerely,
  
  *************************

  Business response

  07/01/2022

  Submitted to ************ after the first BBB contact and awaiting a response from customer.  The product and craftsmanship is working as guaranteed.  The flower vases were overfilled and the pressure to over fill the vases caused them to come loose.  We discussed this with ************ after the first two repairs we did on the vases.  The color of the sealant on the base was never discussed and is working as guaranteed.  The preference for a different color sealant can be met but it would be at the customer's expense as explained below
  

   

  ************-
                 We have inspected your monument once again paying particular attention to the seal around the bottom of the tablet.  The seal is intact and is performing just as it should.  We use setting compound to seal the tablet to the base, which prevents water from getting under the tablet.  It is expected that the compound that is outward facing will dry out a bit over time.  This will not affect the durability of the monument and is expected to happen.  Unless the tablet is loose on the base (which it is not) the compound is still intact and providing the seal it should.  As for the color of the setting compound used, grey is the industry standard.  Your contract did not specify using a different color.  If you look at the other black monuments in your cemetery, you will find a mix of black and grey compound used.  If you would like us to reseal the vases and the tablet using black setting compound, I would be happy to provide you with a quote.  We will submit this same response to the BBB.  Thank you.
  

  Customer response

  07/01/2022

   
  Complaint: 17333264
  
  I am rejecting this response because:I have reached out to you again. The vase is peeling and paint is coming off. I requested warranted information. Again, you had employee issues when my monument was ordered she said everything would match. When you order a black monument and black/grey base you don't expect white. I paid a lot of money and multiple issues and poor customer service. 
  I paid for vase to be placed back on. Again mount olivet cemetery notified me that vase paint is cracked and peeling off. 
  Please send information regarding the vase as requested and do the right thing replace the white that is practically gone and use black.

  it was determined your company used the wrong product to attach the vase. Maybe your product caused more damage. Again I got the second opinion like the gentleman wanted and you have not lived up to the standards or promises.
  
  Sincerely,
  
  *************************

*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. ↩