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:06/21/2022

  Type:Service or Repair 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.

  My mother passed away on Sunday, January 9, 2022. On Monday, January 10, 2022, my family and I went to Empire Monuments to order a headstone for her grave. We discussed what style, color and cut we wanted with ****** the owner. He took our information and we placed an order. My father put down a deposit of $1000. ***** told us that they install monuments twice a year, Memorial Day Weekend and Labor Day weekend and we would get a call once the headstone was installed. Around April, I went in person to pay off the balance of the headstone and was told by the secretary that they would call us once it was installed. A week before Memorial Day, I texted ***** about whether the headstone would be installed for Memorial Day. He did not respond. I went to the graveyard on Memorial Day and did not see a headstone, so I called Empire and left a message. I received a call back from secretary who left a message, telling me that the wrong color had been ordered and that they would let us know once its installed and they would call us back. Its been about a month since that phone call, and my father has visited Empire a couple times to inquire about the installation and no one is giving him a clear answer. Most recently, he went yesterday (Friday, June 17, 2022) and although there was someone in the office, no one opened the door for him to answer his question. We paid about $4000 for my moms headstone and the product hasnt been delivered and we have not been receiving transparent communication. All of our attempts to resolve keep being dodged and unanswered. We are asking for the headstone to be delivered in a timely fashion or for a refund at this point so we can have another business properly install her headstone.

  Business Response

  Date: 07/05/2022

  The monument took longer than expected. I deal with multiple suppliers. They shipped me the wrong color first then the wrong size.

  I spoke with **************** on this and told him if I could not get the monument installed by July 1, 2022, I would refund his money plus 10%. Since then, the monument was installed on June25th, the picture on June 30th. **************** has called me and is happy with monument.

  I apologize for the delay and take full responsibility for all of the problems.

   

  Thank you, Louis **********************

  Customer Answer

  Date: 07/05/2022

   
  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,
  
  *************************