ComplaintsforFram Monument Company

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  see Attached document

  Business response

  03/06/2023

  Mr. ****

   

  Thank you so much for bringing this issue to my attention. The memorial for ****** is ready, and our operations manager has been working with the Chester County office in order to schedule a day for us to come out to install. Her name is Leonisha ******* and she will call you now to provide details on the process and when it is being installed.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have provided a timeline of my experience with this company (in the attachments). I am asking for a full refund. I have told Fram that I was intending to donate the refund to a grieving mother who does not have the money to get her son a headstone. I have provided the receipt of our purchase of the headstone. This company breached the contract’s instructions which clearly state that all headstone drawings must be preapproved before etching. Fram neglected to do this which caused my son’s headstone to be installed and then ripped out within 24 hours. Then for 6 months several different employees proceeded to lie to me and my family, break commitments and the president Niv ******** was continually rude to me. I would appreciate an investigation into this matter and am asking for your help in getting a full refund for this horrific experience. I had to bury my son. I had to design his headstone. Both are horrifically painful. One would think that people working in the grief business would make this process easier. Instead they caused me pain and suffering. Thank you.

  Business response

  02/09/2023

  Thank you for contacting us about this matter. As a company that has been in business for over 100 years, we pride ourselves on excellent customer service.  Unfortunately, in regard to this matter, the family requested that a marijuana leaf be engraved on their loved ones stone. We require the customer approve all drawings before any engraving takes place. The family approved the final design and the memorial was completed and installed at the cemetery.  The cemetery contacted the family and told them they don't want a weed symbol in their cemetery. 

  We decided that despite this issue not being one that is the fault of our company, we still had the stone redone at a great expense to our company. The family continues to demanded a full refund even though we fully resolved this issue. The family claims they want the money back in order for them to help another family buy a memorial for their child who has passed. We always try and help the community and do whatever we can to accommodate people in challenging situations. In order to further accommodate this family, We offered to donate a FREE headstone in their loved ones memory, to someone of their choosing who is in need of a headstone and can't afford one. 

  Customer response

  02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because it was the obligation of Fram to get all renderings pre approved before etching. They failed to do this. This complaint is also concerning the numerous delays and lies told to me and my family for months. They committed to several dates for installation and they neglected to honor those commitments. The reason I want a refund instead of Fram making a headstone is because the mothers in my grief group are from all over the world. It would be impossible for me to track down a mother in this area. Another reason I don’t want Fram to make a headstone for a grieving mother is because my experience was so hideous I would never subject another mother who lost a child to Fram, because with even the smallest chance she would be subjected to the incredibly insensitive and unprofessional service I had to endure would make me feel terrible. Niv is passing blame on my family and everyone else except for him and his employees. Any money he had to spend to fix my sons headstone is because his company breached the contract and failed to get preapproval from the cemetery. And then he did it again with my ex husbands stone. He etched the redskins emblem on his headstone without getting pre approval from the cemetery and it too had to be resurfaced. This is unacceptable. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/28/2022 I placed a deposit on a full color lasting memory for my son that passed away. I have been working with Mel ************* on this order. The pictures for the memorial were submitted on 4/7/22 and a rough draft still hasn't been provided. I have had nothing but problems from the beginning. The original size memorial that I ordered after contacting Mel for an update over a month later I was told that that they could not accommodate it. I was told that they don't make a color memorial in that size although that's what she sold me. Then we ended up going with a different size and submitting the pictures for the new memorial on 7/2/22 and when I contacted her on 8/24/22 for a status update she told me that one of the pictures had smoking in it and she wasn't sure if the cemetery would approve it. Meanwhile it was almost 2 months later, and she never called the cemetery to find out their guidelines regarding this. I was told on 7/5/2022 that I would have a rough draft within 2 weeks, and it's been 2 months and I haven't received anything but excuses. I have encountered nothing short of unprofessionalism when dealing with this company. Losing my son has been the hardest thing in my life and trying to get this memorial done has been nothing short of a disaster.

  Business response

  10/25/2022

  Business Response /* (1000, 10, 2022/09/28) */ Latoya contracted with us to obtain a specific memorial. We tried to obtain the memorial for her, but unfortunately our supplier could not provide that type. We worked together to find other suitable options, which we did successfully. When the option was selected, our company was at the mercy of our supplier in order to obtain the mockups and completion memorial. We have been in touch with Ms. Horsley throughout the process and have had open communication. When speaking with Ms. Horsley, she said that she has no problem with Fram Monument Company, and actually meant to file a complaint against our bronze supplier.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I lost my son in February 2020. I am not sure of the exact dates but I wanted a memorial for his burial plot, a bench. When I first ordered it I asked if it could be paid in full and was told no, you have to pay 1/2 now and pay the remainder once the bench is completed. Because of the Pandemic and being laid off from work, my bills starting piling up had to use other funds to stay afloat. When I reached back out I was told I could have made payments while the bench was being prepared. Everyone that I speak with tells me something totally different. To resolve the whole matter, I was told because the information given was incorrect they will install while making payments going forward. I started payments in Febraruy 2022. Now the bench will not be installed until final payments are met. Then they told me they will contact cemetery regarding the installation. Nothing has been done and I just get the run around. Then a Ms. J. states she will not install because I probably wont complete paying once it is install. To me that is an attack to my character as a black woman.

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