ComplaintsforGardens of Memory Cemetery

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased plots, vaults and opening/ closing, basically everything except the actual funeral home service. The purchase was in 2020. We started getting calls stating we are past due on our account We called to Inquire and were told that bookkeeping was backlogged a year or more, and we do not have a past due balance on our account. After we had made the last payment we were still getting calls stating that we were past due Many calls, to the point of harassing us, we would call the Cemetery and they stated we were past due, and they said from November of 2021, the bank sent us a copy of the cashed check, we forwarded it to the cemetery, then they said maybe it was October 21,. Same thing we called our bank, got a copy of the cashed check, sent it to the Cemetery on 11/28/ 21 We received another letter on 11/29, stating they were going to turn this over to an outside collection agency. It has been cashed on 10/19/2021. Still have not heard back from them. I am in complete shock that a place of business like this could be so out of control, and especially so uncaring, seems all that matters is money to them. You may look at our credit score, we don't not make our payments. I wonder how they conduct the rest of their business, do they properly bury people, or do they cut corners there? We have a son who was stillborn, buried at this cemetery, since **** That's why we were making arrangements here I would like to get my money back, remove my son and go to a funeral home/ Cemetery in the town I've reside in for the past 37 years .

  Business response

  12/11/2023

  I've had a chance to review your complaint, and I'd like to apologize for the continuous issues you've had to endure. Thank you for taking the time to share that with me so I can try and make it right. Making sure our families are taken care of is something our team doesn't take lightly. Based on what you've shared with me, here's how I can resolve the problem.  I'll be completing an in-depth review of your file and will send this to my new management team.  Please contact our main office if you need further assistance until then.  ************.  Thank you.

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why yo

    are not satisfied with this resolution.]

   

  The response has no definitive answer, states that they will review. They have been reviewing for a few months. The problem has existed for 2 years

   We have provided evidence that the payment in question has been paid with copies from our bank. That should have ended the issue. The lack of correcting the issue is the issue now, plus the threats of being turned into a collection agency. 

  
  Regards,
  
  *******************

  
  

  Business response

  12/12/2023

  Thank you for your feedback. Email notifications between yourself and the Counselor who you've been in contact with have been sent directly to me for a review; the latest emails being from November 2023.  I understand this process has/is taking a long time to be resolved and I sincerely apologize.  I'll be emailing you directly to ensure this matter is resolved in a timely fashion. I look forward to having this issue completed as quickly as possible.  

  Customer response

  01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I'm not sure what I was supposed to do. 

  I have not seen anything from Gardens of Memory, except telling me they are working on it. 

   I don't feel this has been resolved.

  
  Regards,
  
  *******************

  
  

  Business response

  01/03/2024

  I've been in touch *************  I'm currently waiting on corporate to work this issue.  Once complete, ************ will be notified. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have several complaints.1st they are refusing to take cash payments again.I filed a complaint with the BBB about a year ago & the matter was resolved but they are now refusing cash payments again a year latter.The manger told me that she will take cash payment this time then she argued with me about giving me the payment receipt.2nd I paid off my grave marker 5 months ago it took them that long to put it at my grave site.3rd is I ordered two emblems to be put on my grave marker but I found out two months ago that one of the emblems they don't make anymore so they refunding me back around $470.00 but I haven't seen it yet & it's been two months.4th is the one emblem that was made & put on was put on the wrong side of the grave marker I told them several ********** was also put in my file they have on me it was to be put on the left side of the grave marker but they put it on the right side as shown in one of the photos I sent you.I don't know how they attached it but I don't thing it can't be removed without damaging the grave *************** so I guess I'll have to leave the emblem on the wrong side.I feel they should refund me half around $270.00 of the emblem sense they put it on the wrong side of the grave marker.5th the manger refused to give me their corporate office phone no# I had to ****** it to get the phone no# I got two phone no# ***************************** filed a complaint with their corporate office she told me it be about two weeks before I hear back from them.

  Business response

  12/11/2023

  I've had a chance to review your complaint, and I'd like to apologize for the frustration you've had with our company and thank you for taking the time to share this with me. Here's how we can resolve the problem.

  Due to our new policy on cash payments, we are not required to accept cash payments by state or local law/ordinance. This is in effect at all of our locations due to security and safety concerns.  We are absolutely willing to work with you if you are not comfortable paying with a check, ACH, or credit card. You can bring a money order to us or, we can have staff meet you at a bank where the cash can be converted into a cashier's check or money order. 

  You were refunded the original payment for the emblem no longer available through our supply company.

  Your memorial marker was reordered and should be arriving soon.  

  We are sorry for any inconvenience that you have experienced. We are doing everything we can to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us.
  

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  You want me to spend $7.00 each month on a money order they are this amount at anyplace that sells money orders & some places charge more then $7.00 for money orders. Then on top of that I have to go out of my way to get the money order that cost gas, So if you willing to reimburse me for the money order & gas each month on the amount of the opening & closing I owe you then I'll get a money order. If not either accept my cash I've been paying you for the last 20 years of close void the opening & closing & refund me the money I already paid you. Another issue I have with you is the American Flag plaque was put on the wrong side of my grave marker I told you number of times I wanted it on the left side but you put it on the right side I even seen you write it in my files that you have on but sense it more then likely tear up my grave marker & plaque so I just have to live with it & not rest in peace knowing the American Flag is on the wrong side of my grave marker.I should demand a refund sense you screwed up but as much trouble I had getting the last refund from you & the taking cash for my payment. So it's up to you how you want to handle this just let me know.
  Regards,
  
  *************************
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family purchased a granite marker for my grandfather. The granite was paid for in full in February 2021. My grandfather is a veteran therefore a plaque from VA also needed to be ordered. We were dealing with *************** at the cemetery. He has been nothing but rude with ******* in my family and gave us every excuse in the book including lying to us. He finally ordered the granite and VA marker on October 14th 2022 after my family called and went in numerous times begging for it to be placed. We found out that they received the VA plaque on November 17th, 2022. When we spoke to ***** today we asked what was the status and his response was "you tell me". He can not tell us a timeline or even an estimate of when it will be placed. When we made the final payment back in February 2021 he told us that once he received the plaque and the granite that it would be placed within a week.

  Business response

  12/19/2022

  I am going to assume the name on the VA bronze since the name was not mentioned. We have received the VA bronze but we can not install it until the granite comes in. Since it is a VA bronze the granite and the bronze are shipped separately. The transportation industry has really been delayed with receiving and delivering granite especially when it comes from overseas. Once we receive the proper piece of granite it will be installed immediately. So sorry for any inconvenience that this may have caused.

  Customer response

  12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  *************** told me that the granite was there when I spoke to him. He told me he had the granite and was waiting on the bronze. So this is just another lie. I don't understand why he keeps lying to us. The granite was paid for 2 years ago. 
  Regards,
  
  *************************

  
  

  Business response

  12/28/2022

  ***** must have misspoke because the bronze was in the office but the granite was not. Like I mentioned before that once the granite arrives the memorial will be installed. It was installed on December 20 2022. I have attached a photo.

  Customer response

  12/29/2022

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It has been 2 years and they still havent placed his headstone that has been paid in full. Ive been given the run around with excuses. I leave messages and nobody calls me back!

  Business response

  08/08/2022

  Here is a copy of the email that was sent by our, at that time, administrator on February 18th 2022

  "I called and spoke with Coldsprings in regard to the missing marker. ******* our Rep informed me that as of December 2nd 2021 he received an email from ***** stating the customer requested a change to the marker & production of the marker was stopped due to this. 
  Rep advised that someone needs to contact the customer, make sure no changes need to be made, & have them sign off on the marker design again to have it put back into production."

  We did reach back out to ******** and informed her that we need a new signed proof. Our memorial specialist received the signed proof via email on July 20 2022. She then sent it to Coldsprings for a quote and asked for a production rush, we would pay that fee. Coldsprings replied and stated that they could not do a rush due to the memorial being an Expression in Bronze meaning there are pictures involved.

  Once the quote returns to us from Coldsprings it will be placed into production.

  *****

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Dec 2020, I worked with the ************** Manager at the time at the Gardens of Memory Cemetery in ******. We designed and approved a headstone for myself and agreed to the monthly invoicing process. I have paid for 13 consecutive months, yet in Jan and Feb 2022 my checks were not cashed. I received a notification of being past due. Calling the number on the past due notice gave no phone answer or any follow-up based on my voice mail. I called the cemetery in ****** directly and spoke to *****, who was very nice he explained that they have been hacked and the main headquarters are working on it and it was not just myself but all their customers. ***** asked me at that time were my checks in the bank still or have they had been cashed. In the meantime, he advised me to not make further payments, till the checks were cashed. Now I have received a past due notice for over three months of missed payments. Again, calling the corporate number gave no response. I called ***** again, and he was as helpful as he could be, yet you can tell he is in a complex situation. He mentioned that I need to speak with Melia, he connected us at that time, yet I received a robot answer to leave a message and she would call me back. I never received any follow-up. I have paid to this point faithfully and followed the instruction to this point and wish to complete the payments for the headstone. Please resolve this issue and resume the monthly payments and be informed of the status, or for the company to stop the process and refund me the amount of $692.90 paid so far.

  Business response

  12/01/2023

  *******************, Thank you for bringing this to my attention.  Im so sorry for the confusion and frustration this has caused. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur. After looking at your account, I can see this issue was resolved and you are up-to-date on your payments.  If you ever need further assistance, please call us at ************.  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother passed away May 2020, we purchased a memorial/cremation bench to be placed near her family in the cemetery. We were paid in full July 2020, after that I was told the receipt would be in the mail and someone would call about making an appointment for design and placement. After no one called for months I called and was told our paperwork somehow got shuffled and lost. I asked for a receipt and they apologized and said they would send it out right away. I never received it. Spring of 2021 I called again and ended up coming in to design my moms bench, as far as I knew it was getting sent through. November 2021 I called to check status and was told I needed to sign off on the final design (I thought I already did that). I asked again about a receipt, was told it will be sent to me. Spring of 2022 I asked about the deed I never received, was told by ***** a deed does not come with a 'bench right'. Whatever the legal terms used it doesn't matter, I have absolutely no updated paperwork and it raises a lot of suspicion when they can't provide me with a basic updated receipt. Instead I was given an old receipt that has not been updated since May 30th 2020 and still showed we owed over $8,000. I called about getting an updated receipt, and instead was told we ARE getting a deed but they didn't have the means or ability to produce one. I was suppose to receive a call to get an update on when they will be able to make out a deed, that call was never made. Still no word on why I don't have a receipt for the stone itself. Losing my mom has been the hardest thing I've ever faced, this was supposed to be the easy part. Instead its been a game of telephone and reminding staff members who we are and what services are owed to us. I've been very patient, but I feel that it is completely unacceptable to forget about a client as often as we have been forgotten. Reminding staff members what documents they need to provide is simply unprofessional and unacceptable.

  Business response

  12/01/2023

  Thank you for bringing this to my attention.  Im so sorry for the confusion and frustration this has caused. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur.  Please let me know if I can be of further assistance.    

  Customer response

  01/03/2024

  I don't believe the business ever responded, ********************* is a GM for Gardens of Memory in *****. The business I'm complaining about is in ****** Indiana.

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

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I don't believe the business ever responded, ********************* is a GM for Gardens of Memory in *****. The business I'm complaining about is in ****** Indiana.

  
  Regards,
  
  *****************************

  
  

  Business response

  01/20/2024

  Good morning,

  I have a Certificate of Ownership for *****************************; showing the rights to the bench and the easement space for the bench.  I also have an invoice for her contract showing it is paid in full.  I tried to call the number listed on the original invoice, but it has been disconnected or changed.  If ******* can call our office during normal hours (M-F, 0900-1700),  I'd be happy to set a time for her to collect said items or mail them to her current address; however ****************** would like to proceed.

  I am truly apologetic it has taken this long for said location to fix the valid concerns of *******************  I, *********************, am on location in the ****** area as the new GM and I'm happy to assist with anything ****************** may need in the future.  Thank you.   

  Business response

  01/22/2024

  Good morning,

  I have a Certificate of Ownership for *****************************; showing the rights to the bench and the easement space for the bench.  I also have an invoice for her contract showing it is paid in full.  I tried to call the number listed on the original invoice, but it has been disconnected or changed.  If ******* can call our office during normal hours (M-F, 0900-1700),  I'd be happy to set a time for her to collect said items or mail them to her current address; however ****************** would like to proceed.

  I am truly apologetic it has taken this long for said location to fix the valid concerns of *******************  I, *********************, am on location in the ****** area as the new GM and I'm happy to assist with anything ****************** may need in the future.  Thank you.   

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  We have never heard of or spoken to Ms ********************** if she has the paperwork mentioned in her reply I would find that shocking as EVERY OTHER staff member has denied that this paperwork exists or that we are *********** it.  Additionally, ***************************** and ****************** had asked that we destroy any such paperwork related to this matter if we did have it.  If anyone has called a number that is not working or is not for myself or my husband, then they have dialed it incorrectly OR ARE STILL REFERRING TO OLD INFORMATION.  We have corrected staff members nearly every time we have spoken with them about what are correct contact information is and for some reason it is still not corrected.  ************************* is the manager we were speaking with most recently and even he fails to retain our correct information despite numerous communications OVER THE LAST 3 (THREE, NEARLY 4 NOW) YEARS.  The plot and installation fees were already refunded yet, for some reason a refund for the memorial bench (which to our knowledge is still in a shipping crate on Gardens of Memory property) is vehemently denied despite the fact that the contract was never fulfilled and we have DEMANDED SAID REFUNDED NUMEROUS TIMES.  Today, Jan 22 **** we received a check for a refund of services that were not provided by the funeral home, **********.  Clearly, it is understood that your company is at fault because they have given refunds for specific goods and services.  WE DO NOT WANT THE MEMORIAL BENCH, WE WILL NOT ACCEPT THE BENCH.  WE WANT ALL OF OUR MONEY BACK.  Again my phone number is ************ and my husband's(*******) is ************.

  
  Regards,
  
  *****************************
  

  Business response

  01/26/2024

  Good afternoon, *******

  Unfortunately, we have done everything possible to help the ******* family; to include gathering all paperwork she requested and submitting a refund for goods and services from the Funeral Home. 
  

  The bench in question was agreed upon by the family prior to purchase.  Once the bench was delivered to our location, the family sent 2 individuals to pick-up the bench to move it to a different cemetery, but realized it was going to take more than 2 men to move the bench.  

  Since this incident, the family has requested a refund on a bench they originally purchased and agreed upon.  
  

  The refund for goods and services was submitted from the Funeral Home; not the cemetery. 
  

  Let me know if you have any questions or need additional information.  Thank you.
  

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

  General Manager

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my sister and brothers ordered my moms headstone back in march of last year.We recently paid it off and it was supposed to be ordered that same day,but here we are 3 weeks later and still not ordered.After **** hundred it should have been ordered immediately. Im not sure who runs this place but its ran a** backwards.

  Business response

  12/01/2023

  Thank you for bringing this to my attention.  Im so sorry for the confusion and frustration this has caused. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur. Please let me know if I can be of further assistance.  

*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. ↩