Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My initial call was November 1, 2022 requesting a date of death added to an existing stone at the Bemus Point, N.Y cemetery. I was quoted a price by Kim and was told that it couldn't be done until after the winter. I agreed with the price, was mailed a copy of the order #**** and have since made 3 payments of $50 on 11/18/22, 11/25/22, and 4/3/23. I called several times from spring through the fall of 2023, being told the work will be done, they are really behind, there is only one engraver and even was told the boys just sent a picture of the stone. Then winter arrived. Now it is 2024! I have called 6 times since May leaving my name and number and no one has returned my calls! I would like the job done at a date that I agree to or I would like my money returned ASAP!

  Business response

  07/08/2024

  I would like to respond to the complaint #********.

  This order #**** was received Nov. 1, 2022, from ******* ******* for final date -2022 to be engraved for **** ** ********* memorial.  The memorial is located in Bemus Point Cemetery, Bemus Point, NY.  

  The type of work ordered is dependent on warm & dry weather due to the materials and equipment we use.  From the Spring of 2023 to the fall of 2023 supplies were not available to us (back effects of Covid) the stencil we use to do the work became out of stock for 8 months due to a nationwide shortage.  That again bringing us to challenges with weather and again winter. This year 2024 lettering work was to begin June 1.  Because we service over 50 cemeteries in our area our work orders have multiplied, we have not been able to be as timely as we have in the past due to the factors I have explained.  We are a very small family business and I now have only 2 employees that are trained in this work.

  We do this outside lettering work from June 1 through September 15 as a rule.  This Spring has been recording record high temperatures which make it unbearable for my workers to work under the hoods & protective gear they need, also the equipment produces condensation and does not work properly. We are ready but waiting for weather to be kinder to the process.

  I know that this seems like a lot of excuses, but it is a combination of supply unavailability, the nature of the type of work and safety for my employees.  All of which I have tried to explain to Miss *******. I have answered her calls and responded.  I realize that this is a sensitive experience for families during their loss as our family has been in this business for four generations.  My family's reputation. and the work that I do is important to me, and I intended to get this completed.

  As per a phone conversation & request by ******* on June 18 I sent a check #**** to ******* ******* for the 150.00 she had paid towards the work to ** ******* ******* ******* **  16701.  As of today the check has not been cashed.  I regret that the work was not completed, it really is not the normal way or the way we prefer to do business and I am sorry for that.  

  Also, I want to let you know that ***** ******** (my niece has taken a different job at ****).  All correspondence should be coming to Wright Monumental Works, Inc.,  1333 E. 2nd St., Jamestown, NY 14701 in care of me.

  I am available at ###-###-#### to talk.  Thank you.

  Kim L*******

  Wright Monumental Works, Inc.

   

• Initial Complaint

  05/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On September 28th, 2022 I purchased a headstone totaling $3190.00 to be placed at ******** Cemetery in Jamestown NY , in section B, lot 57. I knew it would not be placed until 2023 as the cemetery had stopped pouring bases by 9/28/2022. My order number in ****. Wrights required a 50% deposit which I paid that day ($1595.00). To this day, I repeatedly call to check the status of completion of the order and I am repeatedly told 1-2 days , all will be done in 2 weeks, soon, you'll have the sketch by the weekend and spoke person, Vicky L******* tells me she has no control over when the "sketch" of the monument will be available or when it will be completed. The original excuse, "took time" to find a sketch on internet when I gave them a picture of what was to be on the stone on 9/28/22. The concrete base was poured 4 weeks ago by the cemetery. It seems that if nothing could happen all winter at the cemetery due the snow why would the sketch not have been done for final approval so it could be placed and set. This stone is for my parents gave site which they purchased in 2001. Since I purchased the stone, 9/28/22, my mother has since passed and now has an unmarked grave. I want the job completed promptly.

  Business response

  06/20/2023

  I read the complaint; I have tried to communicate with Ms. ***** as best I can. The granite was shipped to us this spring along with 150+ other pieces, we are completing them in order. Her statement of the foundation being done four weeks is a lie, I received an email from the cemetery on June 1, 2023, stating that her families was completed, and we could deliver the marker.  I just called **** **** a few minutes ago to ask the exact date the foundation was poured; it was poured May 30th and communicated to me on June 1. Again, we have 200 families we are trying to get them all done as best we can.  We are a small family business that takes great pride in our work, we are not holding markers hostage. We are sick over the delays as well.  

  Business response

  06/20/2023

  BBB spoke to Vicky at the business and the following was relayed: The customer ordered the stone in the fall and the granite was shipped this spring. We have been doing the stones in order and hers also took longer as it was a customer drawing. The concrete was poured on May 30th, it has only been 20 days since this happened and the customer was informed on June 1st. The stone is expected to be brought to the cemetary by the end of next Friday. 

  Customer response

  06/20/2023

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

*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. ↩