ComplaintsforHighland-River View Cemetery

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I met with ******* and paid ******** on 3/2/23 for a headstone and burial site for my late husband. I have all the paperwork. The check was cashed on 3/7/23. I was told I would be informed about the status of the stone along the way. I never heard. I stopped in the office on Portage on July 3 and left my contact info and my husbands name, asked for someone to call me to schedule an appointment. No one called. I called on 7/17/23 and asked about the status but was told the office is in disarray, all new staff, implied earlier staff was to blame for present problems, they now have no organization, and she sounded generally incompetent/unaware of how to follow up or even locate the needed information to simply check on the status of the order. She said shed call me back. No call back again. I called on 7/18/23 and left a message. I have not received a call, and Im very worried Highland Cemetery will continue to dodge their responsibility and not fill this order. They have my money but no answers for me and no headstone. If they cant do the work, then I want my money back, but Id prefer to have them call me back, report the status of the job/headstone, finish the job promptly.

  Business response

  07/29/2023

  I have personally have met with *************************** about her concerns.  She has *** working with our ************** Counselor (*************************) to resolve the problems.  We are in the process of redesigning her monument at her request.

  Customer response

  07/31/2023

   I am rejecting this response because: although I have met with both ******* and *****, there is no resolution to the problem. Although they are professional, and seem to be overwhelmed due to circumstances beyond their control, there is no answer to the question of when Highland will receive the stone which was paid for in full on March 2, 2023. I was told by ***** they would put a rush on my order, thought possibly November it would be done, but ******* was doubtful when I spoke to him. I also paid for a temporary marker. ******* told me today he will look into this, but there is no information from anyone as to when that will be completed. I have no definite information about when the job will be completed at all. That they call back/talk to me is a minimum expectation so no points for Highland there. ***** and ******* are very honest about being in the dark regarding any timeline or even a ballpark estimate as to when the job I paid for will be completed. This is a long-term problem with Highland Riverview based on their own words to me. Im definitely unsatisfied with the process. 
  
  
  

  Business response

  07/31/2023

  ***** is correct The problems have not been resolved and we cannot provide an estimated date because the delivery is from an outside vendor that cannot give is a firm date.  We will continue to work with ***** until all issues have been resolved.

  Customer response

  08/01/2023

   I am rejecting this response because: Although Highland is at the mercy of an outside vendor, and this causes delays that could stretch on indefinitely, the best business practice would be for Highland Riverview to provide total transparancy when consumers speak with them about meeting their needs. If I had been informed up front about delays that would result in an extended, indefinite wait for an expensive (and emotionally fraught) service, I would have looked elsewhere for a plot and headstone. I was led to believe (by *******) the process would be completed within 5-6 months from the date I paid (March 2, 2023). ***** told me they would put a rush on my order when they finally met with me and I explained I was about to file a separate complaint. I would like the name of the outside vendor to be able to speak directly with them in order to get a better idea of the timeline. I believe it is reasonable to be provided the name of the vendor and contact information so that I can follow up to gather information. I have asked about the process of getting a full refund, but I am willing to continue talking to the staff at Highland because ******* and ***** do seem to be caught between a rock and a hard place (not their fault). 
  
  
  

  Business response

  08/01/2023

  I am happy to offer complete transparency.  ******* sent an email to ***** and she came into the office and signed the proof.  The proof was then sent to *******************, **** for production.   

  Customer response

  08/04/2023

   I am rejecting this response because: I have never received an email from Highland Riverview staff, but I would love that option, since it would save me trips in person, which have been necessary. If signatures are needed, I am happy to appear in person; however, email is my preference when ever possible. I appreciate this response and the name of the company handling the order (hopefully) submitted by Highland Riverview staff (******* or *****?), and I appreciate the writer's reference to transparency. What date was the order submitted? An additional area requiring clarity/transparency is whether or not a rush was put on the order. Ms. ********* very kindly stated that she would do this on the day I met with her. ***** explained to me that the order had not been submitted and had not been handled completely and promptly due to staffing incompetencies which ***** and ******* are now trying to fix, so she told me she would put a rush on the order. When I subsequently spoke with ******* about *****'s reassurance, he sounded doubtful. I would like transparency on when the order was submitted (date), and if it has a "rush" status (using *****'s terminology). Last, in my last visit to Highland on Portage to approve and sign for the proof of the headstone, I spoke with ******* who said he would check to see who he would need to contact to get a temporary marker for the grave site and if a foundation for the headstone could be installed now in the warmer months in order for there not to be any further delays. There are two more areas requiring transparency: receipt of temporary marker and foundation for the headstone. I did my part: I paid in full and I trusted Highland Cemetery. I am looking forward to receiving answers to the questions above. 
  
  
  

  Business response

  08/07/2023

  Hello,

  Per our conversation this morning concerning the marker for your husband, we shall put in the documentation to *********** Services, LLC, a "rush" on the order.  Please understand we have no control over *********** in their production schedule nor do we have any control over the shipping timeline.  In a previous email I sent you the information for *********** Services, LLC. As you can see, I have included in this email string, communication to the Better Business Bureau, as well as ************************* who is the Family Counselor working with you and his supervisor (*****************************).  Please feel free to reach out to any of us to assist you in the creation of the most beautiful marker for your husband.

  Most sincerely,

  *********************************, General Manager'

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

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wrote a check in the amount of ****** , payable to Highland Cemetery, for the renewal of participation in their yearly floral program, on March 3, 2023. Flowers were to be placed on my parents grave. Flowers ( grave stone saddle) were not placed ! Nobody answers the phone, and after multiple voicemails left, nobody returns my calls ! All I want, are questions answered !

  Customer response

  05/24/2023

  Second complaint. I wrote a check in the amount of ****** for the renewal of flower placement on my parents' grave . Check was sent March 26. I have now called a total of 21 times , left various messages, and have received nothing in return. It is my understanding that all calls are going to a call center. I live in ****, so a relative was kind enough to go there directly. She talked to a person who claimed there was a mountain of uncashed checks for flowers , for their loved ones. She indicated she would get the problem resolved . NOT RESOLVED I do not feel I should be liable to pay 20 dollars to cancel my check !!!! Now, I want accountability ! PLEASE help !

*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. ↩