ComplaintsforW H Kelly Monuments

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mother passed away on 9/18/19. Father passed Jan 2013. At the time of my fathers passing, my mother and I went to Kelly's to have a bronze marker made for him which was paid by the VA. To have matching markers, we prepaid for Mom's marker with the date of her birth and blank for date of death. I have a receipt that was mailed to me with the total order of $1250 and our deposit of that amount with no amount due. I went to Kelly's on 8/10/21 to have mom's date of death put on her marker. Kelly said I owed $190 for it because it was longer then a year after death. He dropped the price to $170. I thought the funeral director notified them but found out on Easter 2021 that there was no dod on her marker. Mom and I was not informed that day that we had a year to notify Kelly of the death nor was it written on the invoice or a paper picture as to how the marker was marked with her name and birthdate. We "prepaid" for this service and I feel that we are paying twice for it. Want refund $170

  Business response

  08/24/2021

  This is in reference to ID # ******** date 8/17/2021. Mrs. ******* entered our location 8/10/21 and asked about having a final date added to her mother's bronze marker. Mrs. ******* explained that it was purchased in 2013. I explained to her that I could give her the price to have it completed. Mrs. ******* was confident that it had already been paid for at the time of the purchase. I explained to her we do not take any payment for future death dates to be added. Mrs. ******* was sure that is what she was told. I explained to her that if a death occurs within twelve months after the purchase then one is included. I told her this was well past twelve months. I asked her if she wanted to hold off. She said she had no choice. I let her know it would be $190.00. She asked if I could do any better than that, then told her we could lower it to $170.00 the same as normal cemetery lettering. 

  
  On the original contract dated Feb. 15, 2013 and signed by Mrs. ******* in addition to other information has the following sentence: 
  Price shown does not include cutting name or date on incomplete inscriptions (future names or death dates). 

  
  Understanding Mrs. *******'s disappointment and frustration in good faith we lowered the price to assist her with the purchase. At this point we do not feel a billing adjustment is necessary as one has already been made. 

  
  Please keep us updated on the status of this and what the resolution is. 

  
  Please contact us if you have further questions. 

  
  Thank you. 
  

  
  Damian C*********** W.H. Kelly & Son Monument C.O.

  Customer response

  09/01/2021

  Better Business Bureau:
  
  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.
  
   
  Regards,
  
  ****** *******

   

  
  Thank you for handling this for me. I have since found the actual sales agreement after my initial claim for mom signed 2/15/2013 after dad passed. I do see a sentence that states that the price did not include the future death dates. And, according to Mr. C*********** letter, it would have covered the cost if mom would have died within 12 months of  2/15/13 instead of 9/18/2919.  Why prepay for services then. I had the funds to prepay for this then.   I wish that someone would have specifically mentioned the non covered item at the time of signing sparing the family further grief.  
  
  Thank you,
  ****** *******

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