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:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 dad passed away December 2023. The plot and headstone at Gardens of Memory were already bought and paid for in 1981 when my mom was buried there. I was then charged another $2,700 plus by the cemetery for my dad's burial, which I paid. After a couple months went by, I tried to contact the business to see when the scroll with my dad's name and date would be placed on the headstone and to inquire about why the vase that was on the headstone was not replaced after being removed, in order to bury my dad. I was told they would call me back the next morning but I never heard from them again. For months I left numerous voicemails and drove by the business, but there was never anyone there and no one would call me back. When I finally did catch someone at the office they told me the scroll had never even been ordered and they did not know how much it was going to cost or even what it was called. They promised to contact me with the information within a couple of days so that I could pay for it and get it ordered. They said after it was ordered it would still be another 6 months before it arrived. I never heard from them. For several more months I made many phone calls to them trying to get in touch with someone and driving out to Gardens of Memory on numerous occasions. After submitting a ****** review I finally got a call back from them. They told me it would cost $1,119 to order the scroll and mentioned several times that I could order from someone else. Considering the lack of communication and concern from them, I decided to order from another business in town that only charged me $250. I continued to try and get in touch with them about the vase that went missing after my dad's burial. After finally catching someone at the office, they told me that they would not be replacing the vase and that I could PURCHASE another one. I have let them know I will not be paying for another vase and I'm requesting they do the right thing and replace the vase that they removed.

• Initial Complaint

  Date:10/18/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 spouse was buried in early Feb at Gardens of Memory in a plot we have owned since ****. Upon his death and prior to his burial I chose the marker, and wording- also prepaid.April 20th I contacted the office, spoke with ***** about no marker. She said they didnt have my email address so they couldnt send me a proof. I gave her my email again and she sent the proof. Upon approval on 4/21 I sent an email notification. On July 14th I contacted the office as I hadnt heard anything. I was informed ***** no longer worked there. ***** told me she had no record of me approving the proof. I gave her a verbal approval, and forwarded her the original email where I had approved it. I was told she would rush the item which usually takes 16 weeks but the company was l getting them back in 6 weeks. On September 11th I called to check on the marker and was left a voicemail on 9/13 saying it had shipped today via Fed Ex and should be here within a couple of days. They would keep in touch, letting me know when it arrived. On October 11th I went by the cemetery again to find no marker. I called the office, and ************** cell phone, asking for a call back and explanation. I called again on the 13th and the 16th with no response. My husbands family came in May and again on October 17th. I had informed the cemetery of both visits saying out of town family wanted to go by and visit his graveside. These requests were met with indifference. When I mentioned the May visit they told me that wouldnt happen. ***** never acknowledged my call or request. The niece who came yesterday stopped by the cemetery on her way to town and thought she was in the wrong place because no marker was present. She had brought an electronic tag for the marker, as a surprise for me, so extended family members could virtually view the marker. My last call to Gardens of Memory has yet to be returned. I did tell them I was going to get someone else involved since they were ignoring my calls.

  Customer Answer

  Date: 11/06/2023

  I have not heard from Gardens of memories.
  I am not satisfied with their lack of response and availability.
  
  I went by the cemetery again on 10/30 and there was still no marker. The cemetery had a pumpkin with the word welcome hanging from the door to the business office, however the door was locked and there wasnt a note explaining why the office was closed at 2:30 in the afternoon.
  
  Thank you for reaching out to Gardens of Memory on my behalf. I am interested in what my next steps should be to get resolution on this marker.
  
  Thank you,
  *****