Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My aunt passed away 8/31/2023. She prepaid for her funeral at Restland including the headstone for her grave many years ago. I have spoken to numerous people at Restland over the course of the last year regarding the status of the ordering and placement of her headstone. 6/17/2024 was the date of my last conversation and I was once again told that someone would get back to me with information as to when the headstone would be finalized and placed on the grave. I never heard from anyone. I sent an email message through Restland's website on 8/12/2024 but did not get a response. I have left numerous messages with Restland's front desk personnel. Each time I have been told to expect a return call but it never happens. The lack of customer service is appalling and disgraceful. I believe that their lack of response to my inquiries is because my aunt paid for this service many years ago and there is nothing to collect from me at this time and since there is no financial incentive for them, they to continue to disregard my inquiries.

  Business Response

  Date: 11/20/2024

  Good afternoon and thank you for your information.  I sincerely apologize for the lack of communication with you regarding the memorial for your beloved Aunt.  According to our records, you met with Restland beginning in May 2024 and expressed you wanted to have the marker for your aunt made to match her mother's marker.  This was accommodated and the marker has been received and installed.  I have been advised that our representative ****** ***** sent you a picture of the marker.  Is that not correct?  Please advise so I can address further is necessary. 

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family owned many plots in Restland. Their corporate office hung up on me, after I reached out to ****** office regarding my brother/ mother's burials. Restland misspelled my brother's name multiple times on death certificate where text can't be read its so small. and buried my mother, refusing to contact my sister and I that my mother was in their custody. I requested an autopsy which was refused. They ignored INTERNMENT LAW to notify family, collected over $30,000 in burial fees over the last 2 years. "Talk to the family", they said when I was not allowed details of my mother's funeral. I am her 1st born child. Her grandchildren and I were deeply traumatized not able to grieve. They allowed her second ******* to rush funeral paperwork and within 48 hours, he transferred her house to himself. I was never even notified she was dead until after they accomplished this.

  Business Response

  Date: 09/12/2024

  First and most important, please accept our deepest condolences on the loss of your loved one.  

  I apologize for the mistakes on the death certificate.  Were those ultimately corrected?  The name of the deceased only appears one time on the death certificate and all information entered on the certificate is entered through the state generated application that processes death certificates.  Funeral homes do not have any sort of control over the font sizes that the application prints out.  However, if there are corrections that need to be made due to a name being spelled incorrectly we can amend the record with the appropriate approvals.  On the passing of your mother, Restland acted upon the requests of her husband and legal next of kin.  Unfortunately, funeral homes do not have names and contacts of all family members to contact when death occurs.  Once contact to the funeral home is made by the legal next of kin the funeral home then abides by the requests and wishes of the individual that executes our contract.  Restland was advised to keep the services private by the husband.  In regards to the request of the autopsy, funeral homes are not in any way involved in the decisions as to whether or not an autopsy will be performed.  These decisions are made either by family members that request private autopsies or by involved authorities that require the autopsy.  Had the legal next of kin requested an autopsy Restland would have responded accordingly in assisting with the wishes of the family. In regards to notifying family and interment law, the legal next of kin notified and authorized Restland to perform the interment.  With utmost and all due respect, Restland cannot control who is and who is not made aware of services that are arranged as this is entirely up to the next of kin and family.  I do apologize that anyone was not allowed details of the services that were scheduled with Restland.  

   

  Customer Answer

  Date: 09/12/2024

  I am rejecting this response because: this business practice is disgraceful and in bad faith. The deceased required a plan administrator (business card) who ensured the beneficiary designation, with the intentions of a proper funeral and burial which certainly would have included her children and grandchildren. This is not a simple breach of contract. Its gross negligence. The deceased's daughter had been in contact with Restland over many months regarding the death certificate of the deceased's son to make sure the spelling was correct. Ultimately, the staff's incompetence could not spell and the death certificate's amendments were so tiny and 2 pages long, the text cannot be read and if zoomed in, its pixilated. 

  Restland was notified that the "next of kin" had assaulted the deceased's daughter and there was an investigation pending out of their county. The police contacted Restland in regards to the suspicious death. Considering the body was moved out of the county and rushed to process burial without any notification to her blood family of 2 children and grandchildren, the culprit was able to bury her without an autopsy in a plot which was owned by the deceased and her maternal family for many generations. The #1 suspect for her death took documents which Restland provided to him, and promptly stole the deceased's residence out of any court proceeding within 48 hours of her passing. He, nor Restland, ever notified her daughters of her passing and neither was allowed to have any information if they had her in their body in Restland's possession. This is a horrifying experience for the daughters, who have their entire family now buried in Restland. This is not comforting nor is it proper for any funeral home to hide a body and collect thousands of dollars from their family in fees which the deceased pre-paid plus paid $20,000 for her son's burial prior to her own death. I am requesting copies of the documents provided to the second ******* of the deceased which allowed him to transfer her estate property illegally within 2 days of her passing. I also would like to know if she has a headstone ordered to this day and what obituary was provided for her service.

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Restland Mortuary, ********************************************************************. Ph: ************ This complaint is being filed on behalf of my disabled sister, *************************************, ************************************************************************************ ******** was willed a burial plot that she did not want and no certificate was provided by original owner, ***************************************I am ********'s brother, *********************************. ************************* N2, ********, N.M. ***** I am writing for ******** due to the uncooperative behaviour from Restland towards ********. ******** is applying for SSDI and the value of the burial plot is necessary to continue ********'s application for SSDI. ******** contacted Restland on June 11, 2024. ******** made the request for documentation, to prove value and or ownership of the unused grave plot but got no help.On July 1, 2024 at 9:15 AM Mountain time, I responded to a request by ******** to contact Restland to help her obtain documentation concerning the burial plot willed to her. I spoke to an *********************, I asked him for a estimate of the plots worth and was met with resistance and obfuscation. **** told me that Restland does not provide documentation, but he gave me a verbal estimate of $1,900. but refused to write a letter stating the value, he said he would "kick it upstairs to admin" and they would call me back. No call was received, I called on July 8, 2024 at 12:31 PM Mountain time. I was informed that admin is handling the request and a letter "may have been sent out". **** said he would send admin another request and they would call me. The issue is over a simple request for proof of ownership, value of the plot, and certificate of internment. Restland has poor reviews from customers and a record of poor accountability.Can BBB provide assistance?

  Business Response

  Date: 07/25/2024

  Good evening and thank you for the information.  I apologize that this has not been handled and I am working to get this resolved.  There are in fact privacy laws that prevent us from releasing information to individuals that are not listed on record.  I respect and understand that you are simply trying to assist your sister.  Maybe you could give me a call and I promise that I will do all within my power to assist. 

   

  ***************

  Cemetery Manager

  ************

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my husbands marker from an outside company, Memorials.com. I received an email from Memorial.com that my husbands marker was delivered to Restland on May 7, 2024. I called Restland, May 8, 2024 for verification that it had been received. I requested to be notified the day my husbands marker was to be installed to inspect it. It was the last thing, I wanted to be there. Married 45 years and it is still hard. She made a note to notify his wife and took all information. On May 15, 2024, I received a call from my husbands friend. His friend was there to visit my husband, it was my husbands birthday. I directed my husbands friend to the gravesite due to marker not being installed as far as I knew. He said, when he found it, it is beautiful! I ask him, what is beautiful? He responded, the marker. I said, I didnt know it had been installed. I visited his grave that day, May 15, 2024, my husbands birthday. Inspecting the marker with dirt still on it, I noticed the corner of the granite chipped. The dirt was covering the large chip. I called, Memorials.com on May 15, 2024. ******* stated no word from Restland about damage. May 16, 2024, I spoke to Palia in the Memorial ***** she took information on damage.Still no response. I called and ask for a manager. I spoke to *************************** and again ** told she will investigate it. Two and 1/2 weeks later, still no response. Made a call to ************************* the head supervisor, per the receptionist, on June 11, 2024. Amazing how none of the supervisors are available when needed. Not one, and no returned phone call as of June 12, 2024. No calls from anyone! I have repeated this story over and over to many different people at Restland. I feel like it is not important them, but it is to me! I wanted my husbands marker to be perfect! It was very important to me, and I didnt even get to see it be installed. Update from Memorial. Com, June 3, 2024. ******* has no notes of Restland contacting them about the damage.

  Customer Answer

  Date: 07/24/2024

  Update 7-24-24

  I have been communicating with **** at Restland. **** is a superintendent and has been very helpful in getting the granite/base ordered and replaced. The base should be delivered by the end of September, per ****. **** has been very helpful. I am, so please with his attentiveness.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/23 my husband passed away. I had a pre-purchased funeral arrangement with Restland Funeral Home which was a cremation package with no placement. My parents generously donated two unused plots they have at Restland (paid in full in 2015). My plan was to use the plots or trade them for another area which was discussed with person who sold me the plan, ***********************. After multiple attempts to have the plots transferred to me, as of today 2/8/24, my husband still does not have a final resting place because the transfer has not been completed. My calls to Restland, including requesting a supervisor, have gone unanswered. The receptionist stated a supervisor, *****************************, would be calling me to rectify the problem. I have never received a call or any information on the transfer but was told there will be a transfer fee which I am happy to pay. At one time, ****************** told me my parents did not seem interested in the transfer. This is completely untrue. They simply did not want to send personal documents (copy of drivers license) through an unsecured email site. I hand delivered all documents requested. Additionally, my plan showed a charge of $705 for a chapel service. I did not have a service at Restland and requested a refund of the charge. I have not received anything. No response, no refund. It is unbelievable how unprofessional this large establishment is. I will know better next time and hope others will read this complaint before spending any money at this establishment. They did not provide the service I expected during a very difficult time. I will be looking elsewhere for a final resting place for my husband. My parents should be provided a refund for the amount they paid for the plots since they have been unable to use them as they wish.

  Business Response

  Date: 03/07/2024

  Most importantly, please accept my sincere condolences for the loss of your husband.  I have visited with *********************** and he advised that initially some of the necessary documents needed to transfer the property (property owners drivers license) took over two weeks to get to him to initiate the transfer. You acknowledge this in your complaint that you brought the documents to Restland and I totally respect your choice as I too would not email my ID.    Not being present for the conversation between **** and your parents, I do respect your statement that it is untrue that your parents did not want to transfer their property.  I do believe this is a miscommunication between *********************** and your parents

  What I have been advised is that initially your desire was to trade the spaces that your parents owned for a cremation bench within the cemetery as you advised *********************** that you did not want to utilize the spaces your parents offered however, the price of the bench was not agreeable with you.  When the transfer discussions began *********************** advised that the transfers do take time however if you wanted to proceed with the placement of your husband in one of the spaces that we could proceed so as long as your parents signed the inurnment authorization as the property owner(s). 

  I have also visited with ***************************** as he was asked to take over due to the request of you not wanting to work with *********************** any longer.  Again, I respect this decision 100% because we want our families to be happy with their decisions and the individuals that guide and assist them.  ***** has advised that he did reach out to you and provided his direct contact info and to date he has not heard back. I know that your request is for the property that your parents purchased to be refunded however, the property that you parents own could have and still can be used for the inurnment.  As described above, it was presented that Restland could move forward with the inurnment of your husband in the spaces your parents own.  This would have simply required a signature from your parents as the property owner to use the space and a signature from you as the next of kin authorizing Restland to inurn your husband in the space.  

  The $705 charge on the funeral contract is for the church service that was performed at 11:00 AM on January 5, 2024 at ****************** in *********  I have visited with ************************* who was the funeral director that made all of the arrangements with you and also was present to coordinate and direct the memorial service at ************  I have included a snippet from our General Price List that spells out the charge that was imposed.  The charge of $705 applies to a service if it is at our chapel or at a church so as long as a funeral director is present to coordinate and direct the services.  Given that a funeral director was required to coordinate the details of the services with DPD and ****************** and was present at the church to conduct the memorial services, the $705 fee applies and will not be refunded. 

   

  I genuinely apologize that you are not satisfied with Restland and I will personally see that you will get the necessary assistance with the coordination and scheduling of your husband in the spaces that your parents own should you allow or desire that I assist you.  

   

   

  Customer Answer

  Date: 03/07/2024

  I am rejecting this response because:   The statement that ***************************** contacted me and left his contact information is untrue. Additionally, I was going to try to trade the plots for a bench and did not reject the idea. The last time I emailed with ***********************, he said he would get with his supervisor on the pricing and get back with me. Again, no response. As of this date, 3/7/24, I have not heard from anyone at Restland since before submitting my complaint. At this time, my parents have not received any documents to sign to transfer the plots. They also have not been contacted by Restland. Complete incompetence with this company. Advise anyone thinking of using this facility to go elsewhere.

  Customer Answer

  Date: 05/24/2024

  I still have not heard directly from anyone at this funeral home regarding my complaint. I do not want any other consumer to be in this position with a funeral home during a time of loss. Unfortunately, they do not seem to care about anything but taking the money. 

  Best regards,

  *****************

  Business Response

  Date: 07/22/2024

  *************** wants to place her husbands cremated remains in Restland.  Her parents own interment rights in two spaces.  She states that they generously donated these to her.  However, they are still the owners of record.  There are two options:

  1.  If *************** wants to inurn her husbands cremated remains in said space, her parents can sign the required authorization documents that they are giving permission for her to use the space they own the rights to. 

  2.  Her parents can transfer the interment rights over to ***************.  Once *************** becomes the owner of record, she can then sign the authorization for inurnment.  

  Either way, we have to obtain signatures from either the parents as they are the property owners or the parents will need to transfer the interment rights over to ***************. 

  The requested refund of $705 will not be agreed upon because Restland did provide funeral services for ******************* husband at a church.  

  Customer Answer

  Date: 08/05/2024

  I am rejecting this response because:   We have contacted Restland multiple times to transfer the plots. Both parents want to sign and have offered to meet with Restland to sign the paperwork. Restland staff indicated they could sign electronically by DocuSign. The documents were never sent to either parent. The way Restland has responded to this issue is unsatisfactory and shows their lack of customer service. This issue could have been resolved months ago and yet here we are, almost eight months after my husband's death. 

  I would not recommend this funeral home to anyone, and hope others will not experience what our family has experienced with this business. Incompetent management at all levels.

  *****************

  Business Response

  Date: 08/05/2024

  I have offered the two options that will allow the customer to proceed with the burial of her loved one.  I am confused on the customers recent rejection to not accept my answer.  There is no desire outcome written in the recent rejection.  Again will apologize that no one has resolved this issue but that is precisely what I am attempting to do.  However, it is going to take the signatures of the current owners of the property to either transfer the property or to allow the burial.  Either way, I will assign this to an associate to meet with the family to gain the necessary signatures but if the customer rejects the offer then there is nothing that I can do further to assist. 

   

  If the rejection is due to the charges of $705, I have explained the reason for rejecting.  

   

  Customer Answer

  Date: 08/05/2024

  I do not care about the $705.00. I do care that the business continues to state they are happy to transfer the plots but do not make any effort to do so. They have the email address of both parents and in the beginning, stated all can be done by DocuSign. My parents are in their 80's and have tried to contact Restland multiple time. Again, it is just excuses. Send the documents to the email on file and they will be signed. There is a simple solution; however, Restland has made this complicated from the beginning. Terrible customer service.
  

   

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we went to the cemetary to take a look at the plots we found that our grandmother (who passed away in Dec 2018) was supposed to have a marker put on her grave and this never happened. When we brought it up to Restland we were told they would look into it &get back with us. I asked about it repeatedly and kept getting the same comment, we will look into it. Finally they sent us a rendering of the marker in July and asked us to approve. We did that & then waited. I never heard back from them so I had to contact them to get an update. I was told again they would have to look into it. Finally I was told that they never got the approval so they never did anything. You would think they would have followed up since they already messed up by not providing the marker 5 years earlier. It took numerous emails but they sent the Docusign again and asked us to approve. We did this on November 10th. I had an email from ***********************, the Family Services Supervisor acknowledging that they received the completed document & would get it ordered. I asked for a rush. I never heard back from him or anyone else. So I emailed again yesterday and received another docusign stating that they had never received the aprpoval and I needed to get that done before they could order. I asked for an explanation and I didn't get a single response. I wrote to another manager and didn't receive any response from her either. I forwarded his email from November 10th showing him he said he received it. He never acknowledged that either. So yet again I approved the marker and got another email saying it has been ordered. I asked for an explanation. I asked for a higher up managers name. I asked to have the marker expedited. I never received any response for any of this. I find it amazing that an organization this large would drop the ball on something like this in the first place but another 3 times & no one will lift a finger to accept responsibility.

  Business Response

  Date: 01/18/2024

  *****************, I genuinely apologize for the continued issues that you have experienced in the marker order for your loved one.  There is no denying that the process did not proceed smoothly as it should have and there were several instances where the lack of communication was ever present.  

  I visited with ***************************, Managing Partner of Family Services this morning on this issue.  It was revealed to me that the marker has in fact been ordered.  ******* did mention that you two were in communication however there was a family emergency that you unfortunately experienced and had to leave to attend to.  First and most important, I sincerely hope that the emergency situation is better now and that is the most important issue at hand.  When you are ready, ******* awaits your return call to proceed again with the conversations.  

  Again, the marker has been ordered so we should be expecting the marker as soon as the manufacturer completes the order and we will get the marker installed for you. 

   

  Best, 

  ***************

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom passed away in March 28,2022. My dad passed in June ****. We purchased both ****** for mom ( in advance ) and dad in ****. We put a tombstone for dad, which was fabricated by Restland, in ****. On 5/28/2022, we ordered the exact replica of my dad's tombstone for mom using credit cards for $11577.25 . They requested a full payment at the time of order.He told us the tombstone would be ready in a couple of months.It took them ************************************************************ 4/30/2023 (after so many inquirers from us to Restland In regards to delay of the tombstone ). Each time we were bombarded with their unacceptable excuses. During that period, we changed ******* and worked with their top manager. However, regardless of whom we were working with, 90% of the time , we were unable to communicate with them through their website, phone calls, emails, and even office visits.After they finally placed my Mothers tombstone on 4/30/2023, we noticed the picture was not placed yet and there was a misspelling of a word.05/1/2023 : I talked to a manager about some issues in regards to both my mother and father's tombstones:Mothers: 1) No picture. 2) problem with the one word spelling which I showed it to him.Fathers: 1) Tilted tombstone. 2) damage to the picture (scratches and peeling from the frame) due to Restland heavy machinery usage. Also maintenance of the overgrowth grass around both tombstones.He told me my mother's picture would be placed 1-2 weeks after the marker ( tombstone) was placed and they would correct the spelling at the same time. Also, they told me in regards to my father's tombstone, I should request it online (which I did immediately on the same day). I was told that the maintenance department would take care of the problems in 2 weeks.Since 5/1/2023, nothing has be done to both tombstones and the maintenance.

  Business Response

  Date: 08/29/2023

  Good afternoon *************  I have reached out to you to try to gain a moment to speak with you.  We have made our discussions on this matter and we agree that there was in fact a failure on our behalf to accommodate your needs of utilizing the cemetery space that was being offered.  With that, we have ultimately agreed to refund you the price that you paid for the cemetery property.  We sincerely apologize for this entire dilemma but our commitment to you in making right of the wrong doing is the entire reason for the agreed refund of the purchase price of the cemetery property.  

   

   

  Customer Answer

  Date: 08/31/2023

  I am rejecting this response because:   

  The response from the business does not pertain to our complain. It seems like this is just an error:  the business mixed-up our problem and responded to someone else named "***********". Our complain is in regards to their unfinished service started about 1.5 years ago and yet not completed. We paid in full for my mother's gravestone in May of 2022 and it was supposed to be ready in 8 weeks. But as of today, the tombstone still has missing picture with some spelling problem. They also damaged my father's picture on his stone as well. Overall, this cemetery has some maintenance issues. We are tired of this business' lies and false promises. We have waited too long and do not want to wait anymore. We decided to ask another company to finish the job and the repairs. At this point we want our full refund of $11577. 25. We paid a lot of money to have a good service, but instead, this business insulted our trust and intelligence by keep finding excuses to not finish the job.  

  Business Response

  Date: 09/01/2023

  Good afternoon.  Thank you for the response and please accept my sincerest apologies on the error of you receiving incorrect communications from a totally different issue.  I do not know how that happened however, I do accept the full responsibility of the incorrect communication.  

   

  I have visited with *************************** and am aware of the meeting that you will be having with her Saturday 9/2/2023.  I am confident that we will resolve the issues.  I have also spoken to our cemetery superintendent and have made aware of the situation and addressed the lack of care that was given with the grass clippings and vases on your loved ones markers.  

   

  Again, I sincerely apologize for every issue that you have encountered with Restland and we do aim to resolve these issues. 

   

  Sincerely, 

   

  ***************

  Customer Answer

  Date: 09/04/2023

  I am rejecting this response because: 

  Mr. ***,

  In one hand we want to thank you to finally address our issues ( except for my father's cameo which takes a few weeks to replace).  on the other hand, it took extra ***** months for the cemetery to address these issues. We had to complain in order to get what we paid for after more than a year. How about the hardship we went through? How do you want to compensate all the problems we had with the cemetery through this period?

  We are asking for a fair discount for our dissatisfaction for the cemetery service on the top of all the issues mentioned before.

  Respectfully,

  *****************************

  Business Response

  Date: 09/18/2023

  Good afternoon and thank you for reaching out to me.  Can you expand and define  your meaning of discount for the hardships?  I do not disagree with you at all.  This should have been resolved way sooner.  

  Thank you for the continued conversation. 

   

  ****

   

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:   

  Good day,

  Considering the amount of money we spent and your business promised the project would be finished in 8 weeks, yes we want a discount. 

  Instead of 8 weeks, the project took 68 weeks. In the meanwhile, we tried to communicate with your representatives more than 100 times by phone, email and in person, but mostly we were unsuccessful. Those times that we finally could talk to someone, we received false information and empty promises. 

  We already had a rough time dealing with the loss of a loved one and then we had to deal with your business in regards to her final resting place on the top of that. It was very hard not to be able to provide the least thing we could do for her.  

  You cannot put a price on our hardship, but put your feet in our shoes: Do you think your business did it right? We spent a lot of money to have a good service with a satisfactory result. If I did not complained to BBB, I would still waiting and waiting for you guys to maybe finish the project.

  We want a fair discount from your business to at least help us to recover some of our expenses in this matter.

  Sincerely Yours,

  *****************************

  Customer Answer

  Date: 12/12/2023

  As of 12/11/2023, nothing has been done to my Father's cameo and tombstone. Per our conversation that I had with **************************** on 9/7/2023, she told me that they would replace his cameo and polish his tombstone in 4 weeks. As I mentioned it before , due to the use of heavy machinery, Restland has damaged his cameo and caused unsightly scratches on his tombstone. Also, due to the tilted tombstone, mud and dirt accumulate on the corner of his tombstone which is impossible to clean.

  In addition, we request some discount or partial credit on the cost of my mother's tombstone. The reason is it took the business 68 weeks to complete the project.  This is against what we were told at the time of the purchase ( which was 8 weeks). This delay has caused a great hardship, both emotionally and financially, on our part. I am sure, if we did not complain to BBB, nothing would be done to her tombstone as of today. 

  Business Response

  Date: 01/11/2024

  Good afternoon.  I have visited the gravesites and the new cameo picture was received on 12/19/2023 and installed on 12/20/2023.  I do agree that the markers have again settled and need to be releveled.  My plan will be to place concrete piers under each of your parents markers to assist in the prevention of future settling.  This will require a document to be signed from you all giving us permission to remove the markers in order to do the work required. We also will agree to remove and refinish the bronze portion of your father's marker as a form of credit that you mention in your requests.  This too will require the same authorization signatures.  

  The engraving issues that were discussed in 2023 were also resolved.  

  In regards to the scuffing on the marker from the mower tires, we will get this resolved as well.  I apologize for the scuffing as it clearly needs to be addressed with our maintenance team and I give you my assurance that I will make those discussions.  

  I will follow up with you via email on the process of gaining the necessary signatures to perform the above. 

   

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issues/Unethical Practices Gifting/Transfer Plot request 11/17/22 On November 17 at 03:27:51 PM, I received an incoming call from ************ *****************************. ******************** asked me whether I sent anyone up to Restland because someone was at the front desk asking questions concerning my deceased son *********************. I stated I had not sent anyone to Restland concerning my son. ******************** then communicated that the person was a female. I then asked whether she knew the person's name. She stated she did not, and at that time, I asked her to walk up front and let me hear the conversation. ******************** went up front and asked, "May I help" At that time, I heard a female voice. I then asked ******************** to ask the name of the person she was speaking to. It was a family friend. This friend has known my family for many years. On November 16, this family visited me at my home. During the visit, we discussed many things, including the financial hardship I was going through during this difficult time. My friend has a plot at Restland and wanted to know what steps we needed to take to gift me the property. At that time, ***************************** told her it was too late. My family friend had not informed me that she planned to give me her plot. She wanted to surprise me and ensure it could be done. I believe in the power of prayer and often ask the saints to pray on my behalf, my church family. That said, I lean on my family and confide in them. What I don't know others do, and several people have told me to look into this too-late business because it was not too late as their profession is in the same line of business as Restland professionals. I trusted ******* and never once thought I was dealing with someone looking to make a sale over having sincere compassion at such a vulnerable time for me. Once I realized what had happened. I wanted to speak with *******************************, supervisor, and was directed to ***********************. ************' answer was the same. It was too late. No Wake noth

  Business Response

  Date: 09/01/2023

  Good afternoon *************  I have reached out to you to try to gain a moment to speak with you.  We have made our discussions on this matter and we agree that there was in fact a failure on our behalf to accommodate your needs of utilizing the cemetery space that was being offered.  With that, we have ultimately agreed to refund you the price that you paid for the cemetery property.  We sincerely apologize for this entire dilemma but our commitment to you in making right of the wrong doing is the entire reason for the agreed refund of the purchase price of the cemetery property.  
  

  Customer Answer

  Date: 09/06/2023

  I am rejecting this response because:   

   

  Good Morning,
  
  

  Business Response

  Date: 09/18/2023

  Good afternoon and thank you for the continued conversation.  We have made further discussions on this matter.  As mentioned in another conversation, we all agree to the refunding of the price that you incurred for the interment right to the space that your son is resting. That amount is the $6,995.   We unfortunately do not agree with the request of additional funds refunded to bring the total to $10,000 to be refunded because the cost of the marker that was purchased on your own accord.  

   

  Sincerely, 

   

  ***************

   

  Customer Answer

  Date: 09/18/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 09/18/2023

  More Information...Concern
  
  I have been working with *************** since July 29, 2023. my first initial contact was via ********* We met in person with ***** and ******* on Tuesday, August 1, to go over details, and I was told they would get back to me on August 2 by the end of the work day with a resolution. I did not hear from Mr. *** on August 2nd  by the end of the workday. I texted and found out Mr. *** was out of the office that day, and a time was rescheduled for August 3rd, the next day, at the same time.
  
  Long story short, on August 30th, Mr. *** reached out to say he would refund $6995. However, nothing has been refunded yet. It's concerning because if this was the decision, why was that amount not refunded back. It is now August 18th, and Mr. *** is saying he will start the process, which may take a few weeks which could linger out to October, which would be three months. 
  
  That is not acceptable, and I would like my refund by the end of this week, no later than September 22, 2023! It should not take this long to refund someone. Who would I need to speak with to make this happen by Friday? At this point, I don't trust what is being communicated to me, being there is no action behind it. The refund should be taken care of by now. 

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid Restland Funeral Home & Cemetary In north Dallas for a funeral including grave and marker for the grave for a famaily member over one year ago. To date, the grave remains unmarked. We have made many phone calls to have this corrected and resolved with no progress, only broken promises, and phone calls never returned. In addition, we have been unsuccesful in escalating the matter to senior Management as that information is apparantly either unknown or confidential to the Receptionists and Switchboard. I have not found any way to get anyone's attention to correct this matter and so we are now trying this avenue before we take this matter public and to the courts.

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/20) */ Good afternoon and thank you for your information on the issue that you have experienced. Most importantly, I want to apologize for the issues that you have experienced as this is not the manner in which we prefer to conduct our business. I have visited with the appropriate individuals and can verify now that the marker for your loved one has been ordered and we have an estimated delivery of May 2023. It appears that the sketch and design of this marker was never sent for approval and once again, I apologize for that. I also am aware that as of now, the temporary bronze marker that was promised has been installed and a picture has been sent. Thank you for the patience as we navigate through this issue and thank you for your information as well. **** Consumer Response /* (2000, 7, 2023/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/27/2022, an item of mail using cute, cloying "handwriting font" (to look like a legit piece of personal correspondence...NOPE!) with return address **** ******** Road, Dallas, TX XXXXX arrived addressed to "The ******* ** ******* Family." On multiple occasions, we've marked items from this address (that we've reverse searched without opening and traced to RESTLAND FUNERAL HOME of DALLAS, TX) REFUSED. RETURN TO SENDER. CEASE and DESIST SENDING THESE UNWANTED, UNNEEDED, UNSOLICITED MAILINGS. "Restland" on "Restland Road" has REFUSED to comply with our requests. We have NEVER had ANY BUSINESS DEALINGS AND HAVE NEVER INITIATED ANY CONTACT WITH "RESTLAND" FOR ANY REASON WHATSOEVER. We will NEVER do ANY business with them! We don't even live in Dallas!!!! It is TASTELESS, GHOULISH, EVIL, and INAPPROPRIATE to brandish my loved one's FULL NAME all over your damned, unwanted marketing mailing. There is NO WAY IN ****, HEAVEN, OR EARTH we would EVER attend your FREAKING LUNCHEON AND DEATH SEMINAR! We're in a middle of a global pandemic for God's ****, you IDIOTS!!! We haven't eaten out in over two and a half years since this hellscape started, you FOOLS, and even if I were to have a deathwish to eat out, it SURE AS **** WOULDN'T BE WITH YOU AT YOUR MARKETING EVENT FOR DEATH. NOBODY IN THEIR RIGHT MINDS NEEDS A "FREE" MEAL THAT BADLY!!!! Furthermore, you FILTHY, SATANIC, DEATHMONGERING GHOULS, my family has lost two extremely important close friends recently. We DIDN'T NEED YOUR TASTELESS, TRASHY, DISRESPECTFUL MAILING. Also, the timing of your UNWANTED, REPEATED, ONGOING TRASH MAILING seems to be more than coincidental with Halloween, Samhaim, All Saints, Dia de los Muertos approaching. IN THE NAME OF ***** ****** AND BY THE BLOOD OF ***** ****** WE COMMAND YOU TO STOP ANY AND ALL MAILINGS TO OUR HOMES IMMEDIATELY. WE BIND UP, REJECT, RENDER NULL AND VOID, AND SEND ALL YOUR EVIL, DEATH, AND ILL WILL TO ***** TO DISPOSE OF AND DESTROY AS HE SEES FIT.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/31) */ Good afternoon and please accept my sincere apologies for the information sent to you. I have taken the steps to ensure that your name and address have been added to our Do Not Call List. Consumer Response /* (3000, 7, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, they'd better NOT EVER call us, but this is beyond being on their "do not call" list... They need to REMOVE US FROM THEIR MAILING LIST. Also, their "partners"/affiliates/associates (whether official or de facto) including, but not limited to "Smart Cremations" need to cease and desist with any and all contact, including mailings. I've tracked them down to a business in a building at the address I provided. I also demand to know WHERE did Restland obtain my family's names and addresses? I need full names and contact information for that entity and Restland needs to contact their source(s) and also inform them in no uncertain terms that they are to remove our information and cease any and all targeting, mailings, contact IMMEDIATELY. Whatever databases, lists, etc. WE DON'T WANT YOUR GHOULISH JUNKMAIL. STOP ABUSING OUR INFORMATION AND TAKING OUR NAMES IN VAIN. Business Response /* (4000, 9, 2022/11/03) */ Once again, I do apologize and I have made the necessary communication to have you placed on our Do Not Call list.....this will include any type of communication from Restland and Smart Cremation. Thanks Consumer Response /* (4200, 11, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Does the "Do not CALL list" ALSO include "Do not MAIL"???????? I need to see this IN WRITING that this whole demonic, ghoulish, sick outfit, Restland, Smart Cremations, and any and ALL of its affiliates and minions NEVER SEND US ANY OF THEIR MARKETING MAILINGS OR ANYTHING ELSE AGAIN! Also, you need to contact your source, vendor, data-miner or whatever, wherever you got our names and addresses. Go ash yourself, your mother, your grandmother, your wife, you sick freaks! (after you stuff yourselves with fatty, disguisting ****** ***** Barbecue of course! or get covid from superspreading!) Business Response /* (4000, 13, 2022/11/07) */ In both of my previous responses I have replied to your complaint in a professional manner and I have conveyed to you my sincere condolences for the mailing from the very beginning. I have advised you that I have taken the necessary steps to prevent mailouts and future communication to you going forward. Once again, I apologize for the feelings this has conveyed to you. I will not continue to go back and forth on this issue. Whether the BBB considers this complaint closed or not, I will not reply to any further messages on this complaint. Thank you and have a great day.