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Business Profile

Monuments

Scott Monuments

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Scott Monuments's headquarters and its corporate-owned locations. To view all corporate locations, see

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Scott Monuments has 2 locations, listed below.

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    • Scott Monuments

      245 Russell St Suite 6 Hadley, MA 01035

    • Scott Monuments

      PO Box 529 Granby, MA 01033

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/30/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Hello my name is ********, I have been having problems with contacting Scott monuments, they wont answer back emails nor phone calls. Its been 3 months and they havent installed a vase nor a picture that was payed for month ago. Its so frustrating to deal with this its bad enough my dad passed away but to deal with them over a stone for my dad its hurtful all I want is for things to be installed on my dads stone. Please help

    • Initial Complaint

      Date:09/03/2024

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      Ordered and paid in full for headstone in March 2024, now September 2024 and no installation still. Was told it would take about 8 weeks when the order was placed, and it's been 6 months no stone, and no response. Have emailed multiple times, with no response, unable to leave voice message as the mailbox is always full.

      Business Response

      Date: 09/18/2024

      Hello

      We have been dealing with unexpected medical issues.   The distributor had items that said in stock.  But was not actually the case on their online inventory.   Then brought to our attention later.  I am filling in here do too circumstances.   But that is what I see.  That is why there's a delay .   It looks like this will completed soon.  

       

      Thank you 

       

       

      Customer Answer

      Date: 09/18/2024

       
      Complaint: 22232378

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 09/18/2024

      I am writing to express my disappointment regarding the ongoing issue with the installation of the headstone I ordered for my late husband. As noted on previous complaints, the medical emergency excuse provided does not excuse the lack of communication or action on Scott Monuments part. It has been 6(almost 7) months since the order was placed and during this time I have received no updates or responses to my emails. Had I been informed that the headstone would not be delivered within the promised timeframe, I wouldve appreciated a prompt communication and refund. This prolonged delay has not only caused significant frustration but has also added to my and my 9 year old daughters grieving process. I must reject Scott Monuments response as I fear their words cannot be trusted and their unprofessionalism and lack of empathy for grieving families is unacceptable. Id hate to see other families having to deal with this kind of situation in what is a very difficult time. I urge you to consider taking immediate action to resolve this matter. I would hope the installation be expedited and installed as soon as possible, or I would accept a refund for the full amount from Scotts Monuments. 
      Thank you!

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

    • Initial Complaint

      Date:05/29/2024

      Type:Product Issues
      Status:
      Answered
      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 ordered a headstone from Scott Monuments in June of 2022. The total stone cost was around 13 thousand dollars, of which 10 thousand were paid to Scott Monuments by June of 2023. August of 2023 was the last time we had an actual conversation regarding the stone because, after August, all communication was lost. It wasn't until late October, when I emailed because no one was answering the phone or was at the office, that someone responded saying Scott was very ill at the hospital and to communicate via email because it would be the best communication method. I have been emailing back and forth with someone, and they have not been able to provide me with the information requested, such as who the laser company is or the due date. At this point, they have caused my mother major depression and anxiety because they keep dragging the process and giving us multiple excuses on why the stone is not up yet. She has not been able to grieve properly, as every time she goes to visit the grave site and sees it empty, it brings her back to the day her son passed. We asked that we be refunded the amount paid due to the inconsistency with due dates, lack of communication, and loss of trust. I have attached the email between the Scott Monuments staff and myself, as well as the proof of the stone.

      Business Response

      Date: 05/30/2024

      We understand the frustration from the customer. The monument is currently in production   This was a custom design monument that had to be produced overseas to the specifications agreement.  There were some unforseen circumstances with production beyond our control. Which  have been resolved. Along with the owner of this company becoming unexpectedly ill.   We  hope to have a time frame for completion and will reach out to the customer.

       

      Thank you 

    • Initial Complaint

      Date:12/06/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      On June 6, 2023, I paid in full for a cemetery gravestone marker for my recently deceased brother to Scott Monuments. I understood that it would take a few months. I wanted it to be done and installed in the fall. They said it wouldn't be a problem. When October ended, I tried to contact them as it wasn't delivered yet. Their answering machine said the mailbox was full and wouldn't accept any messages and stayed that way until December. I sent an email asking them to please call me to no avail. They finally sent me an email saying they were having problems with their distributor and it should be done by early November or so. On December 4, I called again and this time I was able to leave a message asking them to please call me to address the issue. On the message I said obviously you're still having problems and I wanted to be refunded my money because I have waited long enough. They have not contacted me since I left the message and I don't think they have any plans to. I feel I'm being stolen from. I don't want to bring legal action, I just want my money refunded as they are unable to get this done. My family and I are very upset about this and I am asking for help resolving this matter. I have an invoice number (*******) and my bank statement of the cashed check on June 23, 2023

      Business Response

      Date: 12/18/2023

      Consumer called to confirm that the business delivered the stone to the cemetery on Friday 12/15/23, and he now considers the matter closed.

      Customer Answer

      Date: 12/18/2023

       
      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.

      Sincerely,

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

    Scott Monuments is NOT a BBB Accredited Business.

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