Complaints

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• Initial Complaint

  Date:31/08/2022

  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 purchased a monument this January 2022 and paid in full. Was told due to winter in would be installed by April or early may. After many calls they delivered the incorrect stone which they agreed was their mistake and I have all the emails and paperwork to prove anyway. I was then told the new would would be definitely be here by the of August. I called and they said now it should be here by end of October. Every month is the next month. October will be near winter and they will likely say I have to wait until next spring. This isn’t acceptable to grieving families. They never call customers back with updates we are left in the dark and when the time comes they just keep bumping the install date.

  Business Response

  Date: 08/09/2022

  Please note an order was received from a sales agent for the marker purchased in January 2022. Installations of monuments/ markers cannot occur during winter months and are scheduled during the installation season which commences in this particular area in June of each year. The marker purchased was manufactured, then installed in July. We were contacted after installation by the client who stated that the marker was not the thickness he ordered.  We looked into the details of the order and confirmed that the customer had purchased and paid for the marker that was installed. However we also discovered the sales agent noted a different thickness on the order.  Our findings were shared with the client and it was agreed that we would leave the existing marker in place to ensure the family had a memorial there (which is the exact marker except 2” thickness difference) and provide the 2” thicker, more expensive marker at no cost to the customer, even though this was not what was purchased. When the 2” thicker marker was manufactured we would install the new one and pick up the old one. To our knowledge, this is still the plan of action which we are proceeding with to ensure the customer is satisfied.  Even though it is not what was purchased we are providing the client with what they want at no cost despite the significant difference in cost between the two products. We are comfortable that the plan of action to satisfy the customer is more than satisfactory recognizing that there was some confusion on the thickness between the client and the sales agent, we wanted to make it right. As reviewed with the client, the thicker marker would need to be manufactured, then scheduled for installation, which is why we left the existing marker which is the same width and height but 2” thickness difference, in place. We are surprised and disappointed that despite our sincere effort to ensure the client was satisfied, it appears after reading these comments that this is not the case. We are committed to the plan of action agreed upon and are more than comfortable and confident that it is consistent with maintaining our customer service standards. If the client prefers not to proceed with the action plan above, we will certainly provide a full refund if this is what he prefers.  Please let us know if this is how the client wishes to proceed so we know either way. 

   

  Thanks,

   

  Amber 

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17803309, and find that this resolution is satisfactory to me.

  although I will proceed with the above from them they clearly made the mistake and I have all paperwork with their measurements. They would not be providing a new if I didn’t have it. Which I had to send back to them.