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:10/02/2023

  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.

  My 91 year old mother ordered a headstone memorial on November 8, 2022. It is yet to be installed at the cemetary. My mother was under the impression that this company was affilitated with the VA *************** She has a cement base at the cemetary in which a Brass VA Plaque memoralizing my late father is displayed. She called the company in May, 2023 to find out if this plaque would be salvaged by them at the time of the headstone installation. I became involved in September, 2023 as my mother had her third stroke and this issue is heavy on her mind. I was recently notified that the new headstone would cover the plaque and removal may ruin the concrete base, both of which would be up to her family to resolve financially. 1. Want the job done correctly ASAP 2. Want resolution to their error with the concrete base/VA Plaque removal.3. Alerting BBB of possible falsiflying VA affiliation to the elderly.I have supporting emails to forward to you if possible.

  Business Response

  Date: 10/23/2023

  When *************************** first met with ******************* on 11/8/22, he was told they already had a foundation in place at their cemetery, but was NOT aware there was already a bronze plaque mounted on ***************. The size of the monument she purchased and we ordered for her was based on the size of that foundation and did NOT account for anything else already being on the foundation or anything else being added to the foundation in the future. As soon as I was made aware of the bronze plaque, we told ******************* we would do everything we can to save it. However, having not been the original monument company who installed it, we made it clear that we cannot guarantee the bronze or the concrete won't be damaged in our attempts to remove it and that if the bronze did get damaged, she could purchase a new (at our cost; no markup) for about $500. I recently attempted to explain all of this to her daughter, Mrs. ************. I don't understand how anyone can think we should be responsible for the previous work of another company. We are more than willing to do what we can, but under no circumstance are we going to provide any financial compensation to this family for something we didn't do. In fact, if anyone should be compensated for anything, it should be us! We should be charging a lot more to fix this issue and would have originally charged more had we been made aware of the situation at the time of the sale. 

  As for her claim that we are attempting to "target the elderly" and falsely advertise ourselves as apart of the VA, that couldn't be further from the truth. One document she did not provide you was the attached letter we send out after the veteran and their family have replied and mailed in our original card. This letter, as you can see, clearly states we are NOT affiliated with the VA. Also, when she contacted us via email, is was through our website, ****************************************. In order to navigate to the contact us page, she would have had to scroll right past the "About Us" section which states the following, "Veterans Memorial Services is NOT a part of the Veterans Administration.  Rather we are a privately owned company who cares deeply about veterans."

  Please let me know if you need further information.

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

  General Manager

  Veterans Memorial Services

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20681385
  
  I am rejecting this response because: A solution to my complaints were not addressed. I have attached a detailed pdf which directly addresses the issues related to the response from Veterans Memorial Services.
  
  Sincerely,
  
  *************************************