Complaints

• Initial Complaint

  10/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  March 2022 I ordered a headstone.Had to pay in full. Was told 2 cement pours in spring for slab base. I was told stone would be placed in June. June came, he only had one engraver due to covid & he broke his tool & he had to order a new tool,another month delay, next excuse engraver went on vacation, another month goes by, shortage of granite. Each month I call, only to get another excuse. In the meantime, I was told a marker would be placed with deceased info since they jacked up the spelling on slab. That never happened. My last conversation with owner, ***** Hill, the headstone was coming from GA, and would be brought to funeral home and he would make sure it was placed in cemetery by Sept. Today, Oct 2nd, I went to cemetery only to not find the stone still but what really upset me was there are several brand new stones nearby of others that passed away this year and they had headstones. My brother passed away 12/3/2021. Why am I still waiting on his headstone? I am tired of all the excuses and lies. All I want is what I paid for, my brother's headstone. Its been 6mos and half dozen excuses. Its very upsetting

  Business response

  10/17/2022

  I fully understand the frustration in the delayed delivery of the headstone. I have relayed all correspondences I have had with the monument company producing the headstone. Between staff shortages due to Covid and the unexpected breakdown and replacement of sawing equipment for slant monuments, the production of slant stones had been delayed and are now back in production. I have been told and relayed the message that the production of slant markers had started up again and being made based in the order of oldest orders first and this order/stone.  I have placed a temporary marker on the grave so it is marked until the slant stone is delivered. We are expecting the complication of the monument in the next few weeks. Once the stone is delivered and installed we will be making an adjustment on the cost as compensation for the delay.  We are just as disappointed as the family that this has taken so long. We truly hope and expect to have this resolved shortly.   

  Business response

  10/17/2022

  I fully understand the frustration in the delayed delivery of the headstone. I have relayed all correspondences I have had with the monument company producing the headstone. Between staff shortages due to Covid and the unexpected breakdown and replacement of sawing equipment for slant monuments, the production of slant stones had been delayed and are now back in production. I have been told and relayed the message that the production of slant markers had started up again and being made based in the order of oldest orders first and this order/stone.  I have placed a temporary marker on the grave so it is marked until the slant stone is delivered. We are expecting the complication of the monument in the next few weeks. Once the stone is delivered and installed we will be making an adjustment on the cost as compensation for the delay.  We are just as disappointed as the family that this has taken so long. We truly hope and expect to have this resolved shortly.   

  Customer response

  10/17/2022

  I accept the business's response to resolve this complaint.
  

  Customer response

  10/17/2022

  I accept the business's response to resolve this complaint.
  

  Business response

  11/29/2022

  I received confirmation from the monument company in Georgia  that the monument is on the delivery truck and scheduled to be delivered sometime this week. I emailed ****** as well as talked to her on the phone today giving her the update on delivery. I have contacted my installer giving him a heads up on the delivery so he's ready to install it as quickly as possible once it's delivered. I also told ****** I will call her the day the monument is placed. It should be placed in the cemetery no later than next week.

  Customer response

  12/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  The headstone was delivered to the cemetery on Dec 2nd. Frank Hill did call me and send me a picture of it once it was set

  I am very grateful they were able to get it placed when they did, it was one year my brother passed on Dec 3rd.

  
  Regards,
  
  ****** ******

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