Business ProfileforEternal Memorials, Inc.

I hired Eternal Memorials in October of 2023 to build and place my parents' headstones. Their quote came in lower than their competitors', so we decided to go with them. To ensure accuracy and, one would hope, put together an accurate quote, they went to my parents' ****** and copied an existing stone in our family plot for comparison. On the original quote, they listed the first 50 characters included but did not provide any overage charges that exceeded the 50 characters. Without having any direct experience, I had no reason to question the fees listed on the original seeing as the quote listed $0.00 under the "Letters Overage" column. If there was to be an overage fee, this would be where you would put that amount. One would have no reason to think there would be such a difference from the original quote to the final invoice.In December, after leaving a $1,600 deposit, I received another invoice with the balance due. When compared to the original quote, they added 118 additional characters at $9.75 each, totaling $1,150.50. They claim that I added characters later on to justify the difference, which is simply not true. The only characters that were added in addition were my parents' Hebrew names, which only account for 20 to 40 characters.They have gotten pretty clever when it comes to responding to these claims. I wrote them a lengthy email questioning the unauthorized additional charges, and they tried to use previous conversations out of context. They also tried to talk about the timely work they had performed which was irrelevant to my issue.The invoices show that leaving the $1,150 overage fee off of the initial quote, while having a very good idea that the total would be, plus or minus ***** characters (depending on Hebrew names), it seems obvious that this was done intentionally and for the sole purpose of misleading the customer. I've made countless efforts to pay them for the work performed (laid foundation) and ask for a refund. They have refused.