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:03/19/2024

  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.

  * November 2023 - I ordered a headstone for my son from Bell ************************************************ I paid approximately $1150.00 * December 2023 - I paid the second installment. I paid approximately $1150.00 * March 14,2024 - Headstone was delivered to St Peter's ********* I received a call telling me I could come by and inspect the headstone. The headstone had a crack going from one side to the other plus it had a large indentation in the upper center. I drove to **** and notified them of the damaged headstone. After much discussion they agreed to redo the headstone. They did not have the same quality granite that I selected so I agreed to a lower quality granite provided they refund the difference to me. * March 19, 2024 - A new headstone for my son was delivered to St Peter's ******** and I went by to inspect the headstone. It is engraved as I wanted but yes the quality of the stone is much lower grade. I again asked for a refund of the difference . . . they would not.

  

  Business Response

  Date: 03/24/2024

  We are confused as to why this client has filed this complaint.  March 14, 2024 ************************* came into our office very upset after we delivered the first marker for her son,alleging that there was a "crack" in the headstone.  Upon inspection, we assured her (and showed her) that the "crack" in question was actually a naturally occurring vein, which is completely normal,and would not affect the quality or longevity of the stone. Granite is, after all, an organic material, not made in a lab.  Further, the vein was only visible from the side of the stone (not the top), which would later be completely set into cement at the gravesite and therefore be unseen.
  

  Nonetheless, since ************** was very upset, and adamant that she felt it was a quality issue, we agreed to remake the stone, reassuring her it was no problem and that we only wanted her to be happy.  The day she came in, she spoke with no less than 3 of our employees, one of whom speaks fluent Spanish to be sure she understood everything that was being discussed.  It was at that point that she also began questioning the color of the first marker, which was Galaxy Black - the color that she picked out, is on her invoice (see attachment), and was also listed on the full color layout she received and signed in our office (see attachment).  She then claimed that this WASN'T the color she wanted, she wanted Premium Black.  Since we had already agreed to re-make the stone, we told her - once again - 'no problem, we will make it with Premium Black if that's what you would like.'  My son, ****, even held her hand to try to calm her down and to let her know we didn't want her to be so upset!  When she left our office,she seemed reassured that we would take care of all her concerns / requests, and we shook her hand in agreement.  As far as we knew, ************** was satisfied with how the matter was handled. NO REFUND was ever discussed or offered, since we were proceeding with completely re-making the marker.

  We put it back into production immediately and had the new marker (with the new color she selected) delivered 3 business days later, on March 19.  

  The very next day, without any warning or further communication,we received ****************** BBB complaint. 

  To specifically address some of her allegations: 1) The total cost of the original headstone, including the photo was $1338.12, not the $2300 listed in her complaint. 2) She alleges we "did not have the same quality granite that (she) selected, so (she) agreed to a lower quality granite,provided (we) refund the difference to (her)."  As previously explained, ************** was the one who INSISTED that we use the Premium Black for the remake. It is NOT true that we don't have the "same quality granite", as we have plenty of Galaxy Black and we would have used this to remake the stone had she herself not insisted she wanted to change the color.  Furthermore, there is ZERO quality difference between the two colors of granite.  ALL the granite that Bell Memorials & Granite Works uses in our headstones is FIRST QUALITY.  While there are price differences between colors, there are no quality differences; some colors come from quarries farther away or may ************ colors, so they cost a bit more.3) Lastly, it is untrue that we have "refused" to give her a refund.No refund was discussed during her visit to our office, but we are happy to provide a refund of the slight difference in cost between what she originally chose/paid for and the color she switched to, which is $32 plus tax.  We will cut the refund check and it will be mailed out to ************** at the address we have on file.

  In closing, Bell Memorials & Granite Works *** has served many, many, many families over our nearly 25 yrs in business. The vast majority of our clients have found our products and service to be excellent. This is our first complaint filed with the BBB. 

  Undoubtedly, ************** and her family have suffered a terrible loss, and we can only imagine how distressing the whole process has been for her/them.  We send our deepest sympathies for their situation, and our only goal was/is to help them create a beautiful headstone for their loved one.  We are sorry that there has been this level of misunderstanding, but we do feel we have done all that we could to fulfill our commitment to this family by completing re-making the marker, with the color they changed it to,and even refunding the small cost difference.

  Thank you.