ComplaintsforRoselawn Cemetery

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My father, ***** ** *********, passed away on November 30, 2021. My brother and I paid in full for his services on the day we made the arrangements. Almost 18 months later, his headstone has still not been installed. First excuse was they lost the order (they did not lose the check we wrote to pay for it). Next excuse was the weather, then they were backed up, finally they said they could not locate a piece of granite. I feel sure that if we did not continue to call back every couple of weeks, they would do nothing to alleviate this issue. I told them today that they could not make me believe that in 18 months they could not locate a piece of granite. Losing our Father was a terrible thing to deal with and this matter of having no marker to let others know where he is buried makes it that much worse. Our poor Mother is so upset, she will not even visit the cemetery, nor could she find our Father's grave if she did, since there is no headstone. With the exception of "AMY" who seems concerned about this situation, the rest of the staff, especially Allison, are cold, rude and inconsiderate.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mother ******** ******** was buried on August 3, 2022. On 8/24/2022 I visited her grave to find out the double marker was missing. Contact with *** * ******** indicated the marker was damaged during digging the grave resulting in the granite being damaged. Amy stated that no one from maintenance had informed her of the damage. Amy told me to give her two weeks to resolve the issue. I have also spoken to Gerald in maintenance indicating he was unaware of the problem and a work order was not issued to resolve this. Gerald informed us that it could take over a year to obtain the granite to repair the gravestone marker. Numerous calls to the office and no response. At this time, my Mother and Step-dad have no marker and I am not even able to place flowers on the grave because there is no vase to put them in. I have been lied to by both employees and told that progress would be made just to get rid of me and my complaints. Never once did the Roselawn employees request my name or contact number to keep my updated on the progress made to resolve this problem.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had numerous things to disappear from my families graves. Most of the items have been solar powered. The owners of the cemetery do not deny taking these but there was no warning or explanation for removing them. I don’t understand the problem with solar powered lights on a gravesite for a loved one. When the grass is mowed they often run over the headstones causing damage to both the headstones and the marble around the headstones. They claim that a third-party mows and they have no control over it!

  Business response

  12/17/2021

  **** ******* complaint,

  First, no solar lights are permitted in the cemtery, for you to state "The owners of the cemetery do not deny taking these.."  who are your speaking to, which informed you of this.  No one is taking anything from gravesites, as you claim, which is placed correctly in a flower vase unit.  You are wrong with your statement in this complaint.  

  Its an assumption you have only. The problem with solar powered lights on the gravesite are: these solar lights break, come off of the stakes, rolls through the cemetery, these are dangerous in the cemetery to visitors and animals.  

  This can causes a hazard in the cemtery for families visiting, probelms for our maintenance team, mowing and preparing graves for burials. When grass is mowed, again you are assuming cemetery personal are causing damage to bronze memorials.  WE do not have an "third aprty mowing company at Roselawn Cemetery" perhaps you have filed a complaint againist the wrong cemetery.  Outside vendors, without proper work permits, families doing work after hours without permission destroys bronze memorials, not maintenance crews.

  I have attached our cemtery flower policy, in review, we have more families who do not like "solar lights" in the cemetery, that those who break the rules and palce solar lights. The families should come into the office, receive a copy of the cemetery polices for placing flowers on loved ones, perhaps then an understanding can occur.  

  **** ******r hopefully will understand the policy of placing solar lights in the cemtery.  Her complaint to the BBB was completely incorrect.  

  Roselawn Cemetery Management

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My husband* **** *******, was buried at Roselawn on Feb 4, 2021 & when the marker was placed in June, it appeared he was buried on the wrong side. ***** at Roselawn told us they had mistakenly placed the marker in the wrong place & had it moved. We suspected wrongful burial & on Aug. 10, my children & I met with ** ********z, the owner of Roselawn. She denied wrongful burial but said she had changed the numbers & the my husband's grave had not been updated. She promised me that day, Aug. 10, 2021, that she would get the updated paperwork complete & I should receive it in the mail in "about a week." This updated paperwork is important for my records & it hasn't been received. I've called & been back to the Roselawn office & am not getting any satisfactory results. No one will call me back or give me the paperwork I need to complete my records for my eventual death & get closure on the death of my husband. Any help the BBB can give me is much appreciated.

  Business response

  10/21/2021

  In response to **** ******** filed complaint, she is mistaken with her statement.  *** ******r is resting in his location, when the time comes, **** ******* will be resting beside her husband. No where else in the Cemetery.  Again, *** ******r is resting in his grave.  The FH which served the family, not understanding cemetery management, and informing the family with incorrect information. 

  The information **** ******* requested has been mailed to her home address, and is in her files at Roselawn Cemeter.  **** *******s funeral home provided the bronze memorial marker for her husband and herself, which was the incorrect pattern of choice for the family.  This has also caused stress also for **** *******, the correct memorial is now in place, for her visits. 

  This file has been resolved on the part of Roselawn Cemetery, we will certify another letter to **** ******* , for her requested copy.  Any questions or concerns with **** *******s bronze memorial, she will need to contact her funeral home, which sold the memorial to her.  Being an outside vendor purchase, Roselawn Cemtery has no responsibility for replacement or lost of the bronze memorial.  This is part of the Cemtery Rules and Requlations, since 1956. 

  Sincerely,

  Roswlawn Management.  

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  On August 10, 2021 my family and I were told by *** ********* that my Conveyance of Interment Right papers would be mailed to my address the following week.  According to this reply by Roselawn, dated Oct. 22, 2021, they were going to mail me a certified letter.  As of October 28, 2021, I have received nothing by mail.  

  My husbands funeral service and burial was held February 3 of this year.  I need closure with this matter as soon as possible!

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

*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. ↩