ComplaintsforSummit Memorials, Inc.
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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Feb 2021 my mom passed away. Schlup Funeral Home recommended Summit Memorial does headstone engraving. we mail a check #**** $216.00 to them and was cashed. as of 12/01/2021 it still hasn't been done. we called July 22, Sept 2, Oct 8, & Nov 16 and Nov 23. on Nov 23 I was told it would be done "this week" it is now next week. Each call they gave a different excuse as to why not done. My brother or I called and talked to ****** each time. Nov. 23 I could hear "the boss" *** or *** who told her to tell me it w/b done by last week. I am seeking help and a full refund from them. DO not trust their ability and am afraid if they do the job it will not be professional. All they have to do is engrave 2021. that's all !! they have never called us back at any time. This is very heartbreaking, bad enough I miss mom, but Christmas time and sill seems "unfinished" thank you so very much for your help in this !!!Business response
12/15/2021
The situation appears to be as described. However, there have been circumstances over which we have had no control. Much like every other industry we have encountered issues with staffing and supply chain issues. We use an outside company to complete final dates. That company is a two person operation and has had his other employee leave. The product (rubber stencil) used to engrave the information on the monument/marker has become in such sort supply every monument company across the country is having issues obtaining any. The company we were using is one of just a few that do this type of work. We have taken matters into our own hands and have obtained the equipment necessary to process these orders but still have an issue with the stencil required. Having explained that, we regret that this situation was not handled to our customer’s expectations. The email was sent from BBB on 12/1/21 but was not read until 12/8/21 as it was sent to an email that is not currently monitored for Summit Memorials. On 12/2/21 we completed the order and left a voice mail for **** ******* (per the order form we have) at ************ that the work was completed. I have emailed the customer with the same information.
Also please update our profile to use the email address ***************************Customer response
12/18/2021
I am rejecting this response because: This company seems unprofessional at the least, We had to make at least 5 calls between my brother and myself. at no time did they ever contact us back with an apology for delays. they were quick in cashing our check! When we did call we were either put in someones voice mail, or told they would give them a message. Nothing was done until BBB was contacted. I just others to be aware before they decide on whether they want to use this company. Even their facebook page was not up to date, very unprofessional in our opinion. They had excuses, but never an apology or returned phone calls. Thank you again BBB for you assistance in this matter, because of you, we did finally get the 2021 date on my mom's headstone.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.