Complaints

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Wagners Monument to add some letters to an existing stone, as well as polishing the exterior, and putting the main stone back on the base fully as it has slipped off the base slightly. I paid $850 for this service on 5/13/2020. Jt took several months and phone calls to even get the stone back on the base, this was finally completed in October 2020. Several calls later to eventually get the letters completed in December 2020. I called again the week before Christmas and was told that he didn't know of my job and he would have to talk to his son and call me back. I have yet to get a phone call back and the polishing is still yet to be completed. 9 months after taking my money for a simple job and still not completed. Its one excuse after another. The ground was too wet, their crew went out during covid, and now telling me he doesn't know of my job at all. These people are messing with people's money during there time of grief and during a pandemic, its ridiculous. I can send a copy of credit card statement but cannot even provide a detailed receipt as he simply sent me a credit card slip from the credit card sale with no invoice.

  

  Business response

  02/11/2022

  Mrs. **** contacted us on May 3, 2021 to inquire about doing work on her family monument. We contracted with her on May 6, 2021 to clean, letter and reseal the monument. 

  Invoice #**** (see attachment) Mrs. **** has a copy of this order. The monument was stabilized in June and resealed in September. The lettering was done on or before November 5, 2021. After the lettering was completed, the monument was cleaned using a pressure washer and treated with a biological solution to remove the stubborn staining. This process can take a few months to achieve the best results, The finale wash down will occur in the spring when the cemetery turns the water back on. This monument is a black granite and normal acid cleaning cannot be done for an instant result. This was explained to Mrs. **** at the time of ordering. There was never anything said about repolishing of the monument, She is getting this confused with the cleaning. As for timing all our customers are told that thier work will be completed during the upcoming season. There is no time frame set. As for my Dad not knowing of the order, We have a customer log of hundreds of orders per year, there is no way you can remember every order at a split second when someone calls asking about it, its just not possible. 

  Respectfully submitted. 

  Randy Wagner

  Customer response

  02/11/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I certainly did ask for a polishing not a cleaning as I do know the difference as my father completes cleanings every few years but does not have tools to polish. As for explaining this, it was not done as I would have told them again to polish it. As for it taking a season to  e complete, it has been a season as its been 9 months since I have made payment. As for the sparky response about not  eing possible to know l jobs, that is what paperwork and computers are for. I have him time to look up the sale and he couldn't find anything. I want nothing further except the final cleaning in the spring but I do w!nt this complaint on permanent record so that others know not to trust this business as they not only can't do their work but then are it look like its the customer. You can consider this closed.   Regards,  ********* ****

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