ComplaintsforPohl & King Monument Co

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a tombstone for our daughter, ***************************. The color is blue pearl however the top of the tombstone is great but the bottom of it is different and not the same color. It is a lighter shade and an entire different stone. We have been trying to reach the owner and he hasn&#**;t gotten back with us. We sent an email to the owner. Now we are being ignored because the base is not the tombstone that we purchased. No one is getting back to us. I would like to be contacted by the business to correct the tombstone or otherwise we will reach out to an attorney and *************

  Customer response

  08/12/2024

  I got call at 2:30 pm from ***** at the business and she said they will order the right base but it will be a few months before it is received because it is coming from *******  I don't appreciate that we were lied to and they were being deceptive because they said it all came the same day.  The tombstone base was not the same type as the base of the tombstone.  They should have immediately let us know this.  

  Customer response

  08/12/2024

  We spoke to **************** and he told us the incorrect one came directly from ****** and reiterated that it will take months to come to us.  I asked him to send it to us in writing. 

  

  Business response

  08/15/2024

  We placed a beautiful Blue pearl monument in the cemetery exactly how our contract reads.

  The family said the top and bottom  piece did not match. So we ordered a new bottom piece.

  The Blue pearl granite can take up to 6 months to receive.  The last time we got it from our  supplier had one slightly larger in stock and that is what we ordered at no additional charge to the customer.

  Customer response

  08/19/2024

  Monday, August 19,2024
  
  
  Hello Better Business Bureau,
  
  I Queen ***** purchased a brand new tombstone from **** **** Monument for my daughters gravesite, both the headstone and base piece were to be in the same color of Blue Pearl coming from ****** and be delivered to **** **** Monument organization's place of business all at the same time.
  
  I purchased a BRAND NEW BLUE PEARL TOMBESTONE, and for the HEADSTONE and BASE to be in the same stone type and color of BLUE PEARL to come from *******  There was NO agreement to accept anything that was already in stock. 
  
  I requested for **** **** Monument to please provide me with something in writing that he **** *****) is in the process of ordering the correct base in the same stone type and color of Blue Pearl as the headstone coming from ****** and so far I have not received anything in writing as of yet.
  
  **** ****** Monument response to BBB Better Business Bureau shows that he has acknowledged that the tombstone base bottom piece is not the same color as the headstone, the base is lighter than the headstone and is not the same stone type.
  
  According to **** **** Monuments response to the Better Business Bureau a new bottom of the base piece is not an additional cost.  I am requesting that **** **** Monument provide me with the exact bottom piece of the tombstone and that it matches the headstone that I purchased for my daughters grave site.  The base bottom piece must match the stone type and color of the blue pearl headstone from *******
  
  I will NOT accept anything already in stock, because I have purchased a brand new tombstone headstone and base in the color of blue pearl from *******
  
  Sincerely,
  
  Queen *****
  *********************
  **************
  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 06/20/2023 I ordered a simple grave marker from *********** in **********. I gave them a deposit and was told that within 60 days, I would receive an email with a sample drawing. I followed up several times between September and November and was told that someone would check on the status and call me back. On 11/01/2023 I was finally able to connect with **** at the ******** location and told that the marker was coming from overseas and there was no estimated delivery. She was to check and call me back. I never received a call back.Since that time I left messages with ***** in ********** on 12/16/23 and again on 01/12/24, each time being told that she was checking on the status but never receiving any call back. I also left messages with **** in ************** on 01/04/24 and again 01/12/24 with still no follow up. I would like a personal call from the owner regarding this poor customer service and would like the ********************** delivered to the grave of my family member before then end of February 2024 along with a credit for the delayed delivery.

  

  Business response

  02/28/2024

   The effects of the worldwide supply chain problems that started with COVID continues to slow deliveries.   *********** ordered a  non standard size jet black marker.  This granite is quarried and cut to size in *****. Because it takes so long to get delivered from *****. All the importers keep a hug inventory of standard size, shape and colors.  Unfortunately she chose a size that had to be special ordering.

       it is currently on the showboat from *****. In the meantime we found the size at a different supplier that has 2 extra premium finishes that were not ordered. We are not charging her for.  I asked the customer if that would b acceptable and she said yes. The marker is currently headed to our shop.  We hope to have it to the cemetery in 2 weeks.

   

  Thank you,

   

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

  Customer response

  02/29/2024

  Complaint: 21271092
  
  I am rejecting this response because:
  

  I was not informed at the time of purchase that this was a non standard size.  This was a sample size at their location.  I didn't order anything that they did not have already displayed as a regular product.  Addtionally, at no time was I told there was a supply chain problem or that the item was coming from ******  What I was told when the order was placed was that I would receive an email with a "work up" design within a few weeks and that the stone would completed within about two months from that. I am requesting proof that this marker was in fact ordered within a few weeks from my order date of 06/20/23. 

  The lack of communication form the company is extremely disappointing.  I stopped by the office several times and also made several phone calls only to be continually told that I would receive a call back. I feel there has only been movement on this only because of the BBB complaint.  It is unfortunate that the business needs a BBB complaint to respond to a customer. 

  At this time the product purchased still has not been received; therefore, the issue remains unresolved. 

  Sincerely,
  

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

  

  Business response

  03/12/2024

  I am sorry this response is late. I just spent several days in the hospital.  We have finally received the marker.
  And are going to take it to our other office in ********** on Monday.  ********** said she would bring the bronze plaque.
   We are attaching the bronze will promptly be installed at the cemetery. We have sent *********** a discounted bill.
  Although this order has taken a long time, it is about the average time for an order to go through in the post COVID Supply chain problems.  We have many orders that are older than hers.
  This marker will look great after installed for the next 100 years.

  Also,  I have been the only one trying to handle all customers and I cannot always get right back to the customers as I would like to. I am doing four people jobs processes and I apologize for not being able to reach back out as quickly as I should have.

   

   

  Thank you,

  *********************;

  Customer response

  03/12/2024

  I am unsure how this issue has been marked as resolved when it is still not complete. Please provide additional details as to how this conclusion was made. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid for a flat headstone for my brother and it hasn't been delivered yet. They said to call in 2 weeks and I called them today and could not get a hold of anyone. My other brother has been calling them too and gets the same kind of static. It has been 6 months since I ordered it. It is for **** ********. I would like to have the headstone delivered and put on grave site at Memorial Gardens.

  

  Business response

  01/02/2024

   

   

  The supply chain issues created by the COVID crisis have not been fully solved in the memorial industry.  What used to take 3 -4 months now takes 6 -7 months to complete. 

  That is where we are at now the order for **** ********. We talked to the foundry today and they anticipated shipping to us in 3-4 weeks .  We will inform our customer 

  Thank you, 

  ***** ****

• Initial Complaint

  10/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased monument from business in July 2022. Was told it would take approximately 2 or 3 months for it to be completed and laid. They promptly sent drawing to be approved within 2 weeks. Now for the last month I have been getting the run around and lies. Monument finished waiting on cemetery. Called cemetery no request has been made. Call **** and **** brain not available we short staff will call you back. Let me get paper work see what going on? When I ask to just refund my money take my business else where oh it done. Cant get a straight answer.*******************

  

  Business response

  11/02/2022

  We are 90% of completing the stone however the chargeback occurred so we cancelled the foundation to be completed and closed out the order.  We ran into some delays due to the company has burials that takes priority, and the employees get delayed for several reasons as well. Yes, we gave you a window of 3 to 4 months however things happen that is beyond our control.  We are shorthanded and that has been an issue as well. I now have another employee helping me but before that It's hard to call customers back when I was the only office personnel trying to process orders. I want to update customers but being shorthanded no possible way, I could call customers back to update them.

  Customer response

  11/02/2022

  Complaint: 18246423
  
  I am rejecting this response because:I have called the business several times. I could not get the person on the phone to look up my invoice or answer my question. Would only say I will call you back & take my love ones name. Now you say you didnt have time to return calls. Why not talk to me when I call. Dont tell me you are waiting on the cemetery to lay the foundation and I call them and they have no record of a request being made. To short staffed to do the job but very eager to take my money. Two months ago when I requested a refund if you could not do the job, I was assured that the stone was there you had hired an engraver. That it would be completed. Unfortunately I trusted this business and sad that a business I thought would show compassion for your grief only took my money and left me feeling deceived.
  
  
  
  Sincerely,
  
  *******************

  

  Business response

  11/08/2022

  The down payment was taken back by credit card company. That cancels the order if you would like to repay the down payment, we could finish the order and then order the foundation again and finish the order with the balance due after you pay the deposit again of $500 the balance due when the headstone is completed $606.48 then we can get the headstone delivered when the cemetery pours the foundation. We sent cemetery a check but since you did the chargeback, we had them return the check back to **** & ****. Please let us know if you're willing to pay the down payment to complete the headstone and then send you a photo and final invoice.

   

  Thank you,

   

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

   

  Customer response

  11/09/2022

  Complaint: 18246423
  
  I am rejecting this response because:what assurances do I have that  you will complete the stone. ***** previously said the stone was completed
  Now u saying you will complete it if I pay the $500 again. I will pay the $500 if I can come and see a completed stone and verification with the cemetery that you have requested a foundation
  to Be poured. I have gotten the run around from you so many times and conflicting answers. I need proof that the job is complete. I have no problem paying. 

  All I wanted was the headstone in a timely manner. Its ashame that I had to contact the bbb and my credit card to get your attention.
  
  Sincerely,
  
  *******************

  Customer response

  11/10/2022

  11/10/2022: Mediator sent an email to the consumer regarding mediation, requested payment receipt.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered headstone November 2021. Here it is August 2022 and still no headstone. It’s paid in full. I’ve called every week for the past 3 months & every week I’ve got a different excuse. I understand we’re at the end of a pandemic but the stone that I’ve chosen is made right here in southeast Missouri. Either give me my money back or produce a headstone.

  

  Business response

  08/23/2022

  At long last we received her unlettered monument from the manufacture. The granite is quarried in Southeastern Missouri but manufactured in into monument in ******** Georgia.  The monument is being engraved now and we will have it in the cemetery by September 2 2022

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a headstone from Pohl & King about 12 years ago for my parents grave site. My parents birthdates were stenciled into the stone at the time of purchase. My father died about 9 years ago and at that time we had to contact Pohl & King on numerous occasions to get his date of death stenciled onto the stone. My mother died on march 15th, 2022 we paid Pohl & King $295.00 shortly after her death to have the date of her death stenciled into the stone. I have contacted them on numerous occasions, and I keep getting the excuse that we are behind. it has now been about 5 months since they were paid and the job still isn't complete. WE want the job completed and completed now!

  

  Business response

  08/23/2022

  We will have the lettering completed by September 15th if not before.  Our outdoor engravers/setters will be returning to work around September to complete letterings.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ON FEBRUARY 14 2022 I PAID CASH IN FULL OF $300.00FOR MY DADS DEATH PLATE TO BE ADDED TO MY MOM & DADS CEMETERY GRAVE AT ******** ******* IN ST CHARLES MO. I WAS TOLD IT WOULD BE THERE IN 6 WKS. ON MAY 11 2022 (MY DADS BIRTHDAY) I WENT TO HIS GRAVE. THE DEATH PLATE WAS NOT THERE. I STOPPED BY THE MONUMENT COMPANY AND WAS TOLD IT WAS BECAUSE OF THE RAIN. IT DID NOT RAIN EVERYDAY FOR 3 MONTHS AND IF IT DID THAT WOULD NOT STOP THE PLATE FROM BEING MOUNTED ON THE LARGE PLATED MARKER ON THEIR GRAVE. IT IS JUST ROUGHLY A 2X3 MARKER PLATE THAT GETS ATTACHED TO THE BIG GRAVE MARKER OF MY MOM WHO DIED IN 2015 MY DAD IS ON TOP OF HER GRAVE. MOMS GRAVE MARKER IS JUST FINE. THREE MONTHS IS PLENTY OF TIME TO GET THIS DONE.

  

  Business response

  06/14/2022

  Everything takes longer in the age of Covid.   Prior to Covid we told family That we could get these done in 3 months. also, the foundry where bronze is melted with a death date takes etc.  doesn't operate as before. Because the cost of fuel has skyrocketed. They do not operate as many hours per week as before.  As of June 13, it is due to ship to shop on Friday.  It is being "fired" as we speak then finishing then shipping.  As soon as we get it, we will get it completed. I'm sorry for the delay

  Customer response

  06/15/2022

  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 me.
  
  Sincerely,
  
  ******* *********

  SO WHY DID THE BUSINESS SAY 4-6 WEEKS WHEN ORDER WAS PLACED IN FEB 2022. THESE ARE JUST EXCUSES, BUT I WILL ACCEPT THIS ANSWER FOR NOW. 2 ADDITIONAL MONTHS SHOULD BE PLENTY OF TIME TO GET THIS DONE. I WILL CHECK IN LATE AUGUST. IF NEEDED I WILL FILE ANOTHER COMPLAINT OR CONTACT AN MY ATTORNEY.
  

*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. ↩