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:08/21/2023

  Type:Customer Service 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 will return call ****** at ********* Hutchinson.  However, on Aug 2, ***** ******* at Old Mission (parent company) informed me he "had the contract in his hand" at the time of of the call.  I will make sure ****** is informed of this and provide her with the named relatives for the headstone she requested.  At this point, we are no where near a successful resolution yet.m MN? Use other (local) supplier (there are granite quarries in TX, MA, IN, WS, GA, NC, OR) but refused other supplier, or expedite. Told him I didn’t believe him. I believe Old Mission purposely stall orders, lose/incomplete paper work, refuse to utilize other suppliers (locally), and not take responsibility for customers. I believe “the why” must involve state of company finances/escrows? There are +6 major granite quarries in MN that quarry monument blanks. I contacted 8 other local monument suppliers in KS & MO, inquiring about a stone marker, same crystal blue stone type, shape, size & preferably from a MN quarry, polished face, no engraving, FOB locally, I’d deliver to cemetery to install. Heard back from 6; lead-time ranged from 2-4 weeks to two months!! A 7th replied “approx 5 months out but winter arrival could delay setting till spring.”

  Business Response

  Date: 08/21/2023

  I have called  **** ****** and left a voicemail today 8/21/2023 at 1 PM. I need a bit more information like the name on the headstone to research this issue.

  Business Response

  Date: 08/23/2023

  We have decided to go with another service provider who can get us the base to the marker in 10 days. The base has been oredered and we are waiting on the new provider to provide an esimated shipping date. I have taked with **** and we has been informed and he has requested tthat I commnicate with him through email. I spoke with **** on 8/22/23 and advised him that I am hoping to have a shipping date no later than today 8/23/23 once I have the date I will email him the information.  will follow up this afternoon.

  Business Response

  Date: 09/19/2023

  9/19/2023 the marker has been set and he photo has been sent to ****.

  Customer Answer

  Date: 09/19/2023

  Although I did not receive some of the replies from the business they recently sent to BBB, therefore I was not provided an opportunity to respond, the business through ***** *** and ******** did keep me apprised of their efforts and progress through direct email.  After receiving their updates, along with a photo, I replied back the following:  ***** *** and ********,  thank you for your assistance and the picture. The installed stone, brass marker and temporary vase (as explained by ******** - temp vase exchanged when the ordered vase arrives) is acceptable and very much appreciated.  Please extend our gratitude to all of the involved staff.  **** and J***** ******. PS:  I will try to amend/update/close out the matter on BBB tonight.   Please add this information to the file and completely close the complaint.

• Initial Complaint

  Date:03/09/2023

  Type:Product 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, I hope it actually comes to pass, the representative from ******** was very polite and apologetic for the situation as it had unfolded.
  
  
  
  Sincerely,
  
  
  
  Robert *********

  Business Response

  Date: 03/12/2023

  I have talked to Robert through email and I have advised him of the esimated shipping date of 11/17/2023 for the marker in question. I am also giving Robert a credit of ****** back for the install that was charged. Robert agrees and has thanked me for resolving his issue. We have resolved this issue as of 3/12/2023. 

• Initial Complaint

  Date:09/19/2022

  Type:Sales and Advertising 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.

  Old mission mortuary made a major error when ordering The headstone for my deceased sister. My sister passed away ************. At the same time funeral arrangements were made and her grave marker was ordered. While I was at Old mission I made my own funeral arrangements, including my grave marker. In April I called Old mission mortuary to see if they knew when to expect the headstone to be placed. I was advised late in May 2022. I called June 11th to follow up on this and was advised that the monument company that they use did not receive all of the paperwork. I was advised the proper paperwork was being submitted and they would expedite the order. In July, I called again as a follow-up, due to a bad phone line I thought they were telling me that it was delayed because of the missing paperwork. I called a couple days later and was advised grave markers are taking 8 to 12 months to be completed. This is the first I've ever heard of this. I called again in August and was advised again 8 to 12 months to be completed. First week of September I went to visit my deceased sister, and to my surprise my grave marker had arrived and been placed. My sister's has not been received. I called Old mission mortuary and they were puzzled as to why my sister's grave marker had not been delivered and that they would have to call me back. I decided at this point to contact their parent company, ************. the person I talked to said she would have to call me back, and she did letting me know that because of the paperwork being submitted incorrectly there is a delay on the delivery of my sister's grave marker. They anticipate this to be delivered on January 27th 2023. I have asked them to expedite this, I have also asked him to use a local monument company instead of the one that they are locally instead of using the one they usually use. Both requests were denied. Due to the error with the paperwork, we are now looking at approximately 13 months for the grave marker to be completed