Complaints

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• Initial Complaint

  Date:05/31/2023

  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.

  It has been almost a year since my Father passed and we still do not have his headstone and gravesite finished. We were told by Easter, then it was pushed a couple of weeks further. Almost the end of May and no one from Serenity Gardens returns phone calls. There is never anyone in the office.

  Business Response

  Date: 06/02/2023

  This complaint is coming as a surprise to me since Mr. ****** seemed very satisfied after speaking with my granite setting team. At the time that these items were ordered the customer was told this would take about 8 months. As of May 22, 2023 It has been nine months. The reason for delay has been explained multiple times to Janet, Florence, Chad and Jeff ******. Unfortunately, like everyone we are experiencing shipment delays. Items are getting shipped at different times and in different loads, because the items are being shipped in from our wholesale company when the items become available. As a result, the coping that Janet ****** ordered was shipped first, and that was taken to the gravesite and placed. Then we received the headstone on a different load, and then we were waiting for the crushed granite chips to be shipped. The headstone cannot be installed without the granite chips, because we have to lay down a plastic weed and grass barrier. So, we delayed the install of the headstone until we received the granite chips. All of this was told to Mr. ****** by our granite installers. We would rather have the job done correctly than done quickly. I completely understand the frustration of the ****** family. However, they would also be dissatisfied if the job was installed incorrectly. We also explained that we are controlled by weather. I cannot risk the safety of my workers by sending them to set granite in rain. It is very dangerous, and we need dry dirt to tamp so that we can install the headstone without it sinking. I am looking to complete this job as quickly as possible. I have no reason not to.

  Customer Answer

  Date: 06/02/2023

  
  
  Complaint: 20124367
  
  
  
  I am rejecting this response because:
  Most of what is written in the business response is not true. I spoke with the installers on 5/31. The stone and coping were both lying on the ground outside the shed. I have time a stamped photo of the stone. At that time the installer told me it would be installed the following week, that is why I was satisfied. I was speaking to the installer because no one was at the office and no one had returned or answered mine or my family’s phone calls.  In fact I did receive a phone call from Morgan on Wednesday 5/31 afternoon telling me that the install would be done on Thursday 6/1. I have a time stamped photo showing that did not happen either. Two of the names you refer to are not even people in my family. Yes we would be dissatisfied with a poorly preformed install. The crux of the matter is the lack of communication from serenity gardens towards a family that would like to put a painful situation behind them. 

  
  
  
  Sincerely,
  
  
  
  Chad ******