Complaints

This profile includes complaints for Hutton Monuments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hutton Monuments, Inc. has 6 locations, listed below.

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  Hutton Monuments, Inc.

  201 SW Topeka Blvd Topeka, KS 66603-3059

• 

  Hutton Monuments, Inc.

  228 W Conn St Council Grove, KS 66846-1531

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  Hutton Monuments, Inc.

  519 N 1st St Hiawatha, KS 66434-1829

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  Hutton Monuments, Inc.

  1720 1st Ave E Horton, KS 66439-1205

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  Hutton Monuments, Inc.

  218 Leonard St Onaga, KS 66521-9482

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:03/26/2025

  Type:Billing 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.

  June of 2024, I called Hutton Monuments to inquire the status of my mother’s headstone that we purchased June of 2022 after my mother passed away. I was told the stone was finished in April of 2024, they were just waiting to have it set. That was the first lie. I got excuse after excuse as to why it wasn’t set when I would call after that. They didn’t have an apron for it to sit on, the truck broke down, they’re short staffed, it’s too hot….The call always ended with we should have it set in the next week, then it was, we should have it set by the end of October. The end of November I went to Hutton Monuments in person. The same guy I’ve been talking to on the phone, spoke with me. He told me that he had recently seen her stone and asked if I looked outside. When the stone wasn’t outside, he told me it must be on the truck at the owner’s house. He told me it would be set soon, but again that never happened. That takes us to the end of February 2025 when I went back to Hutton Monuments. It was the same guy working again. I listened to him finish up a sale, where he told the gentleman his loved ones stone should be set in 4-6 months. I questioned him about the time frame he gave that man. His response was, “well his stone is smaller”. He then proceeded to take me outside and there was my mom’s stone. FINALLY!! I had to tell him it was missing the last name on the back though. He told me it would be set the next Monday or Tuesday once they add the last name to it. He casually mentioned to me, that someone he works with sold Mom’s stone to someone else when he wasn’t in the in the office. We paid for mom’s final arrangements in October of 2021.. that included a funeral, burial and stone. June 22, 2022, we finalized the paperwork to order the stone. It’s been almost 3 YEARS and her stone is still not set. I’m extremely disappointed with the service we received from Hutton Monuments and I don’t recommend them to anyone. I feel they need to make this right somehow.

• Initial Complaint

  Date:07/29/2024

  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 parent’s headstone was supposed to be installed by Memorial Weekend. I ordered and paid in full last September When I called in May they again said Memorial weekend. Then I was told in June they didn’t have the stone in stock. So I ordered a different stone and was told it would be two weeks. Still no headstone. Now they will not take or return my calls. I am asking for a refund so I can find another company.

• Initial Complaint

  Date:04/09/2024

  Type:Billing 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 step father ****** ****** **** passed away on ****** *** **** and arrangements on his funeral included 1/2 of the total payment for his headstone at the time of the order. My mother gave a check which has been cashed and as of today 4/9/2024 almost 3 years later we have made 1 appointment in person which we were told the headstone was stuck in Texas approximately a year ago. There has been several attempts to contact Hutton Monuments since then with no answer by both phone and email. We would like a refund but can’t seem to get ahold of anyone from there. Please advise.

• Initial Complaint

  Date:10/19/2022

  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.

  I contacted Hutton Monument in August to engrave and place a headstone for my aunt and uncle. I was told that it would be towards the end of October before the stone was completed and set and that I should contact them back mid-October to get an update. On September 7, they debited my credit card account for the full amount as payment. I contacted them today, Wednesday, October 20 and was told that I could take up to six months more additional time and that they could not confirm if the stone had been ordered or give me a delivery date. I requested an refund given the unexpected delay. After being transferred to someone identified by Tyler ****** as the "boss" I was told that I could "request away" for a refund but that he was not in the habit of issuing refunds.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 7, 2022/10/20) */ The customer first contacted our shop in late August about ordering a stone for his parents. He discussed it with the office manager and salesman. Over the period of a week the salesman and customer were able to figure out what he wanted to be engraved on the headstone. The customer then gave us a written emailed approval of the stone on September 6, 2022. The next day, September 7, 2022, the customer called our business wanting to go ahead and pay for the stone. In all of our stone sales we have to have a 75% down payment before we place the order through the quarries. That Friday, Sept. 9, 2022 the owner of the business ordered said stone along with any other stone orders that were placed that week. As of this moment the stone is already in production at our quarry **********. When the customer purchased the stone, the salesman he had been previously speaking to was not in and so he made the purchase through the secretary. She has stated that no time frames were discussed during the transaction. Our time frames since Covid began is between 4 to 6 months on American granite and up to a year on overseas colors. To our understanding we were to proceed as we do with all stone orders. The customer failed to inform us that there was any deadline as to when he wanted the stone to be in place. On October 19, 2022 we received a call from the customer asking as to when the stone will be set. We informed him that we are still waiting to receive the stone and relayed to him the approximate time frames that stones currently take for completion. The customer became increasingly irritated and upset as the conversation progressed towards the point of belligerence. The customer stated that when he and the salesman discussed it that the stone would be in place before Thanksgiving. However, after talking with every employee at our business, no one recalls telling the customer this. The salesman than had the customer speak directly to the owner. The owner told the customer that within our 150 years of existence that we have never been able to create a stone in a month. And that we could put a rush on the stone and try to have it blasted and set by Thanksgiving, but at this point the customer was becoming extremely hard to reason with and demanding his money back. The owner informed him that the stone was already ordered and in production at the quarry and so he could not issue a refund. In conclusion we were led to believe at the time of the sale by the customer that creating a head stone and installing it at a cemetery takes time. If the customer had informed us that there was a deadline and it had to be in place by a certain date than we would tried our hardest to get his stone ahead of schedule and try to meet that deadline. As is in our business this is not uncommon with families losing loved ones and having ceremonies planned around our completion of their loved ones stone. Yet, there was no discussion at the time of sale. Consumer Response /* (3000, 11, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree that a target date was never discussed. When I first contacted the business I expressed my desire to have the stone set in place before Thanksgiving and I was told that it would not be a problem and that I was to check back mid-October to confirm the final date. That is the reason why I called when I did, only to be told that it could be another six months additional wait. As for a signed contract, I disagree with their response too. In the email that Sarah sent to me with the image of my credit card receipt she clearly states, "Once Tyler gets the contract written up we will also scan that and send you that in a PDF as well and I will highlight the area on that, that you will need to send. Thanks and have a great day!" To say that sometimes they don't need a signed contract contradicts Sarah's statement what was sent post payment. I was never presented with a contract to sign until I contacted them in October. They have yet to present any evidencce of invoice or billing to prove when, or if, the stone had or has been ordered. Without a signed contract, something they clearly state that needed to be returned to them, I am still requesting that the charges be reversed. Thank you. Business Response /* (4000, 19, 2022/11/18) */ Again we disagree with the customer Jaime ****, we have sold hundreds of stones this year alone and when we sell each and every stone we tell the customers the usual amount of time it will take to receive the stone(4-6months). We have never told a customer that an ordered monument could be delivered, engraved and set within a month or two. Our salesman who discussed this stone with Mr. **** only recalls discussing the artwork and price. When Mr. **** purchased the stone, the salesman was not at the place of business and the secretary ran the customer's card, to complete the purchase. We have hundreds of contracts within the last few years, that the customer was not able to sign the contract and the work was still completed per the customers verbal or written agreement. Only this interaction we were given written agreement from an email. If the customer failed to send us a signed contract we have attached a copy of the email where he wished us to proceed with the monument to the contract. We were set to receive the bevel marker, which has already been manufactured, this last Wednesday, however the credit card company withdrew the funds from the owner's account and are holding the funds pending their own investigation. Consumer Response /* (4200, 21, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email i received told me that I was to receive a contract that was to be signed and returned. This was sent by the office person after she had ran my card and sent me a copy of my receipt. It was clear that I was to sign and return. As for the stone, when I called no one could really tell me the status even though it was described by the owner as a common size. I could not be told if it was ordered, if it had been processed or if it was on an inbound truck. At this point I have asked that my money be returned. I was told by the person identified as the sales person that I could get a refund and when transferred to the owner he told me basically that I could ask all day long but that he was not in the habit of giving refunds. I provided my credit card company with the same information and a pdf of the email that clarified that we do not have a sigeed contract. They are not holding the money, they have reversed the charges and refunded me full credit. I don't want to do business with this organization.