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Business Profile

Monuments

Luesby Memorial Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Monuments.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:26/10/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 a head stone and a plaque from Luesby Memorial Co July 2022 promised to be installed late fall 2022 or early spring 2023. I left them $2000.00 deposit. Nothing has been done, they don’t return phone calls, they keep making excuses why the job is not complete 16 months later.
    I’ve requested my deposit returned and I’ll shop elsewhere. They hang up on me when I suggest that. Please help me get my deposit back.
    Thanks.

    Customer Answer

    Date: 01/11/2023


    Just wanted to thank you for helping me get my deposit back from Luesby Memorial Co. in Newmarket, Ont. I appreciate your quick service. Thank you ******* ********* ************

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

  • Initial Complaint

    Date:28/06/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 April 7, 2022, we gave Luesby Memorial Company $5,294.05 (purchase price plus taxes) for a granite headstone to be engraved and installed at ********* ********, located at *** **** ****** *., Newmarket, Ontario. The delivery and installation date promised in the contract was Fall 2022.

    By January 2023, when the memorial (headstone) had not been engraved or installed, we began to contact Luesby Memorial. Over several weeks, we were given various excuses for the delay, such as the memorial being held up in China. In early June 2023, we visited Luesby Memorial with a letter to request a full refund. At that time, an employee named David told us we could have a similar headstone that was at the business, and promised to engrave and install it on June 23, 2023.

    It is now June 26 and the headstone is still not installed. We have made three more calls to the business today to request a full refund. The first two calls went unanswered. On the third call, an employee promised to have David call us back. We are still waiting.

    At this point, some eight months after the promised delivery and various excuses and unfulfilled promises, we want a full refund of the money paid to Luesby Memorial of $5,294.05

    We have attached the original sales contract, along with our letter of June 14, 2023 that we gave to Luesby to request a refund.

    Thank you,
    ****** *** ******** **********

    Customer Answer

    Date: 26/07/2023

    On April 7th 2022 we bought a granite grave stone from LeusbysMonuments  Newmarket   At the time we were told it would be engraved andin place by the fall of that year.  I believe it says that on thecontract  However that did not happen   Follow up phone calls were  madein the spring of 2023 as to the completion date  We were told the stonewas in China and they were having difficulty shipping anything out   That happened on more than one occasion.  On June 14th 2023 we wereassured in writing The stone would be engraved and in place. No mentionwas made any more about it being in China but we were told they had onesimilar in their yard and we accepted it.  That one would be in place inwriting by June 23 2023  It did not happen.  June 27th monument not evenengraved.  We called in July (not sure of date) as were told theengravers wife had cancer and he was not available to engrave. We madeanother visit later in July and were told it would be in place thefollowing Friday. We asked for our money back as we had enough promises.On June 26th 2023 we received an e-mail asking for our approval of theengraving although we had signed the contract giving that approval withengraving message on it.  We contacted you then went back to Leusbys andrequested our money back as the cheque had been cashed April 8th 2022  We were given the cheque  back and he mentioned he never charged us forthe flowers to be engraved on it although the contract showed theengraving with flowers and he accepted our cheque.   Don't really knowwhat all the delays were about but glad to receive our $5294.05   ****** **** ** **********

  • Initial Complaint

    Date:09/01/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 paid a deposit in January 2022 of $2673 for a headstone for my husband. Plans finalized in April. Was told that it would be late summer. In august I followed up with phone calls. Every time he answered the phone he asked for my phone number and said he would call back…never did. Followed up with email. No response. Since then I have called frequently and left messages. No response. Last time I said I wanted my deposit back. No response. I want to get my money back so I can start over again elsewhere.

    Customer Answer

    Date: 23/01/2023

    Hello. I finally connected with Dave at Luesby memorial on Saturday. After multiple messages left, he called last Saturday, and left a garbled message about something and said he would call again on Monday, which he did not. I finally reached him this Saturday (I called him, he did not call me) He apologized and said that he had forgot to send the money to the cemetery for the foundation but that the monument had been ordered and that it should be in by mid March. So I guess I am stuck with him.

    Thank you for your assistance. * ***** ********* ******** *** *** ************ * ***** ********* ****** ** **** **** *** *******

    Regards

    *** ********

Luesby Memorial Company is NOT a BBB Accredited Business.

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