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:08/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In 11/2021 I contacted Spartan to make and place a new cemetery footstone, to replace an older unknowingly incorrect one made by same business many yrs prior. Spartan agreed to do it. In ensuing few wks, Spartan sent emails with mock up image. Payment was requested in 2 parts in 01/2022, a down payment to start, and final payment before footstone is placed. $400 check was sent on 01/27, followed by $397.63 on 02/16. Subsequent emails and calls by me yielded various reasons by manager Eric Shulte as to why the project wasn't done, including business change of address, backlog of materials, bad weather. A 05/12 call to employee Joey yielded answer of needing more wks. At a 07/13 call to Eric, he said the stone would be placed the next day. This hasn't happened, and a 08/14 email to Spartan is unanswered.

  Business Response

  Date: 08/24/2022

  The marker is complete (see attached image), and we are currently scheduling it for delivery. The last year has been difficult with the supply shortage, and we are behind due to that. At one point we couldn't even make monuments for almost 6 months. We will call the customer as soon as it is placed in the cemetery.

  Customer Answer

  Date: 08/25/2022

  
  Complaint: ********
  
  We are rejecting this response because:

  
  

  As has been happening for the 9 previous months, the promise of project completion is vague. 

  Though a footstone picture is attached, there is no promised actual date of insertion at the cemetery. 

  A date needs to be picked, adhered to, and relevant picture provided at cemetery.

  Complaint follow up with Better Business Bureau is to be expected, until this project is actually completed.

  
  

  
  Sincerely,
  
  ***** *******

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

  
  

  Business Response

  Date: 09/21/2022

  This foot stone has been installed at the cemetery

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Our father’s foot stone still not completed, he passed away mid- January) Stone Ordered and deposit was made in early March 2022 with balance paid after stone mock up was sent via email and approved by our mother. We have canceled checks and receipt. Permit to place stone at grave has yet to be applied for at *** ****** ******** in ***** ***** according to Cemetery director. My brother has been in contact with Eric but gets the run around with excuses regarding difficulty getting stone and weather. We were never told that black stone (chosen when ordered) was difficult to obtain, yet Spartan (formerly **********) has black stone sitting in their stone yard(witnessed by my brother). Again, Full Payment has been made to cover the process of foot stone beginning to end. We just want our father to have his grave marked so we can finish healing and have closer.

  Business Response

  Date: 08/17/2022

  The customer is not being given the run around. For starters I don't know who this customer is, it doesn't match anyone in my system. The last 2 years has been very difficult to get materials and product due to the pandemic and the shipping crisis. If the customer saw a "black stone" in the yard, that doesn't mean we have the right size for them not to mention that it may have been here prior to the issues the world has been dealing with. The job will be completed in the order in which we received it, there are other people that have been waiting longer.

  Customer Answer

  Date: 08/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:my additional email to BBB regarding account name did get sent with case this case number after I sent Omitting account name was my error.  I tried to update after the fact but I guess it didn’t work.

  Account name is under ***** ******** - stone was for my father ***** **** ********.  I was with mom when she ordered stone in March.

  Eric (I do believe that who my mom and I talk with) said it would likely take would take 4-6 wks maybe 8.  Depending on weather.  
  He gave no mention as to how difficult it was to get black stone nor did get say there would be a delay.  if he did we may have chosen a different color or would have gotten other quotes from different companies.  

  
  I left a message with receptionist and several other messages on machine asking for a return call to find out the reason for delay and never received a call back.  My brother has tried several times to contact by phone and in person (no one ever there) and while you have spoken once maybe twice a definite answer has never been given.  
  

  I feel you should be upfront with your customers and if you are that backlogged and/or delayed be honest with them.  

   

   

   

  
  Sincerely,
  
  ***** ********