Complaints

This profile includes complaints for Fram Monument Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fram Monument Company

  7020 Reisterstown Rd Baltimore, MD 21215-1400

• 

  Fram Monument Company

  822-D Rockville Pike Rockville, MD 20852

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:04/11/2025

  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.

  On February 4th 2025 I paid for a grave marker for my mother at Fram Monument Company located at ************************************************************************. I paid $3516.18. It was never delivered and I have called them several times asking when it will be delivered. I feel like Im getting the run around. First I was told it was a busy time of year. After that when I called several other times, I was told the sales person was busy and would call me back, she never did.

  Business Response

  Date: 05/02/2025

  This bronze memorial was ordered, manufactured, and received in our warehouse in ********. Client was sent a photograph upon receipt of the bronze marker by email and confirmed verally by the sales person that they purchased from. Additionally, all procedures were explained to the client prior to them signing the sales agreement that states that the memorial production and/or shipping times may vary thus affecting installation time frames and targets. The memorial is designated READY TO INSTALL pending coordination between the cemetery and the installation team, as the grave location has to be staked out by the cemetery so the installers do not install it on the wrong location. 

  Attached to this response is the instructions that I discussed in the paragraph above as well as the bottom portion of the memorial bronze, proving it has been successfully manufactured and received, as evidenced by it leaning against the wall in the warehouse.

  Out of consideration for the client, we have removed their name, address, name on the memorial and any further identifying information of theirs to respect their privacy.

  This is a results driven business and these particular results are undeniable.

  Even so, we express great care and consideration for every client that has to navigate the memorial process and we wish this client the very best.

  Customer Answer

  Date: 05/05/2025

  I have been waiting for over 3 weeks to be contacted from Fram for an update regarding installation. I would like to be informed of the approximate time frame of the installation. I will follow up with the cemetery to find out if they have been contacted. I was led to believe they already had. 

• Initial Complaint

  Date:06/16/2024

  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.

  Fram Monument incorrectly installed the gravesite monument for our son ****** *****. It is too low in the ground and repeatedly being covered by soil runoff. They are still refusing to correct this bad installation.
  Quote from Niv ******** owner of Fram Monument below, in response to one of several emails from us.
  "What you could have said is that you want it to be raised up much higher even though that isn't how it is typically installed, because of the dirt. We would have gladly worked with the management at ******** in order to accommodate your request."
  The company requested an approval to raise the monument from the Cemetery's management, on May 22nd. The approval was granted on May 23 to do the correction.
  Niv ******** instructed his staff to fix the problem.
  "Quote: Leonisha, please have our installed raise the ***** ledger/monument by 4" so it is fully out of the ground, so dirt doesn't cover it from the hill."
  Fram Monument is still refusing to correct the improper installation of the ledger. We have paid the full amount of $20,159.00, which includes proper installation.
  They have stopped responding to our recent emails and seem to have simply cut us off, refusing to raise our son's ledger by 4 inches.
  The grave site of our son is deteriorating at a fast pace since it was installed on August 25, 2023.
  After the installation of our son's ledger, at ******** Cemetary by Fram Monument, there has been continual runoff of dirt on it.
  Unfortunately, it is still ongoing, with the dirt overflow affecting the engraving on the ledger, which will eventually discolor and ruin the ledger.
  Please see our email quote sent to Fram Monument May 2024.
  "Thank you for sending this picture showing the change your installer made to the soil level around Justin's ledger.
  What we see here in the photo is completely haphazard and unacceptable. It will not protect against future soil runoff onto the ledger."
  We ask BBB for help to resolve this painful matter for our family.

  Business Response

  Date: 07/03/2024

  We have already resolved this issue.

• Initial Complaint

  Date:04/18/2024

  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 hired Fram Monument Company of *********, ******** on 8/19/2019 to engrave the date of my fathers passing on the existing headstone he shares with his father, mother, and wife in ***************************. I paid them $350 on 09/08/2019. I spoke with them on the telephone several times after that and they assured me each time that they would be completing the work. I live in ******************, Fl so I have to take their word that they actually did what I paid them to do. They never sent me a picture as promised. My cousin's son was in ************** on March 14, 3024 to visit the grave site and sent me a picture showing the tombstone with no date of death on it. I called them today, 04/18/24 and they said that they would look into it. No commitment to engrave, no date they will do it. I am convinced that this is a practice that they repeat on unsuspecting families that live a long way from their loved ones remains. My Dad was a ** II B 26 pilot who served his country honorably during WWII and deserves better as does his family.

  Customer Answer

  Date: 04/29/2024

  Date of Death: January 11, 2019

  Business Response

  Date: 05/01/2024

  Hi

   

  We were made aware of this, and are working with the family and the cemetery in order to complete this engraving. We are committed to completing the task promptly.

  Customer Answer

  Date: 05/06/2024

  Although it is true that Fram Monument Company did respond and has assigned someone to follow up, the engraving has not been completed. Whilst I appreciate their response, the work has not been done yet and Fram promised me back in 2020 to have the stone engraved on multiple times, at least twice. Now four years later, after filing a BBB complaint and contacting ****** ******** with the Office of Cemetery Oversight/Division of Occupational and Professional Licensing of ********, I finally received a response from ****** at Fram Monument. She was surprised but did not offer me anymore than she would look into it and call me back. She did not call me back. I called her at least twice before she finally answered my calls. She had no idea why the work was not done and once again promised me that someone would look into it. Finally, I heard from *** *****-******* at Fram Monument Company who sent a Next Of Kin form to be used at ********* to get a rubbing of the existing headstone in order to match the inscription font. Once Arlington approves this, Fram will schedule a time to get the rubbing. Once they have the rubbing, they indicated that they will make arrangements to finish the inscription. The only explanation I received was that this was somehow due to Covid. So, there are at least three more hoops that I have to jump through and I am convinced that I will be calling and calling again. I am sure that I am not the only family to suffer this fate during this time frame. So, should you have closed this case? No. Fram's indications that they will complete this work does not mean that it will get done nor that they have resolved my complaint. When the headstone is finally engraved, then the complaint can be closed. Please keep this open until Fram Monument Company has met their obligations to my family. I am still upset and disgusted that this occurred. There should be much more QC procedures from Fram and consistent, open and honest communications with families in these circumstances without having to file two formal complaints. 

  Business Response

  Date: 05/14/2024

  Hi,

   

  We understand ******* frustration, but we can't just snap our hands and make the engraving happen, especially when it rains almost every day. We got a tracing of the stone today before the rain came, and he will be sent a layout in the next few days for approval. Once that happens, we will still have to wait for the cemetery to approve of the work being completed, which we don't have in writing from them yet. Once we receive written approval from ******************, we can proceed with engraving. 

   

  Please leave the case open until the work is completed and Mr. ******** is satisifed.

• Initial Complaint

  Date:09/01/2023

  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.

  Reached out in September 2022 to have a headstone done for my late mother. ******* advised it would take between 8 and 10 months. ******* asked for a proof of the lettering on 03/01/2023. On 04/24/2023 ******* asked me who to contact to obtain access to the cemetery. This surprised me as she is the one in the business, yet needs me to access cemetery. I gave her a name and number to contact. On 07/24/2023 I reached out for an update only to find out that ******* had done nothing. I went onto the synagogue website and sent 1 email. Within 12 hours I had names and numbers and I was able to coordinate access to the *********** of 08/30/2023 still do not have the proof and no completion date. Have also been dealing with **** who is no better. Still am only getting the run around, excuses and no action. I have zero confidence in this company. Offer for them to refund the deposit, but that request was ignored.

  Business Response

  Date: 09/13/2023

  We honored her request and issued a refund a week before receiving this request. 

  Customer Answer

  Date: 09/16/2023

  Received email from company on 09/05/2023 where they acknowledged the BBB complaint.  They did mail a refund check but not a week before the complaint.  Again not being honest about the situation or the time line.

  You may now close the complaint, as I have received the check they mailed and it has cleared the banks.

• Initial Complaint

  Date:03/06/2023

  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.

  see Attached document

  Business Response

  Date: 03/06/2023

  Mr. ****

   

  Thank you so much for bringing this issue to my attention. The memorial for ****** is ready, and our operations manager has been working with the Chester County office in order to schedule a day for us to come out to install. Her name is Leonisha ******* and she will call you now to provide details on the process and when it is being installed.

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising 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 have provided a timeline of my experience with this company (in the attachments). I am asking for a full refund. I have told Fram that I was intending to donate the refund to a grieving mother who does not have the money to get her son a headstone. I have provided the receipt of our purchase of the headstone. This company breached the contract’s instructions which clearly state that all headstone drawings must be preapproved before etching. Fram neglected to do this which caused my son’s headstone to be installed and then ripped out within 24 hours. Then for 6 months several different employees proceeded to lie to me and my family, break commitments and the president Niv ******** was continually rude to me. I would appreciate an investigation into this matter and am asking for your help in getting a full refund for this horrific experience. I had to bury my son. I had to design his headstone. Both are horrifically painful. One would think that people working in the grief business would make this process easier. Instead they caused me pain and suffering. Thank you.

  Business Response

  Date: 02/09/2023

  Thank you for contacting us about this matter. As a company that has been in business for over 100 years, we pride ourselves on excellent customer service.  Unfortunately, in regard to this matter, the family requested that a marijuana leaf be engraved on their loved ones stone. We require the customer approve all drawings before any engraving takes place. The family approved the final design and the memorial was completed and installed at the cemetery.  The cemetery contacted the family and told them they don't want a weed symbol in their cemetery. 

  We decided that despite this issue not being one that is the fault of our company, we still had the stone redone at a great expense to our company. The family continues to demanded a full refund even though we fully resolved this issue. The family claims they want the money back in order for them to help another family buy a memorial for their child who has passed. We always try and help the community and do whatever we can to accommodate people in challenging situations. In order to further accommodate this family, We offered to donate a FREE headstone in their loved ones memory, to someone of their choosing who is in need of a headstone and can't afford one. 

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it was the obligation of Fram to get all renderings pre approved before etching. They failed to do this. This complaint is also concerning the numerous delays and lies told to me and my family for months. They committed to several dates for installation and they neglected to honor those commitments. The reason I want a refund instead of Fram making a headstone is because the mothers in my grief group are from all over the world. It would be impossible for me to track down a mother in this area. Another reason I don’t want Fram to make a headstone for a grieving mother is because my experience was so hideous I would never subject another mother who lost a child to Fram, because with even the smallest chance she would be subjected to the incredibly insensitive and unprofessional service I had to endure would make me feel terrible. Niv is passing blame on my family and everyone else except for him and his employees. Any money he had to spend to fix my sons headstone is because his company breached the contract and failed to get preapproval from the cemetery. And then he did it again with my ex husbands stone. He etched the redskins emblem on his headstone without getting pre approval from the cemetery and it too had to be resurfaced. This is unacceptable. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/04/2022

  Type:Product 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.

  On 3/28/2022 I placed a deposit on a full color lasting memory for my son that passed away. I have been working with Mel ************* on this order. The pictures for the memorial were submitted on 4/7/22 and a rough draft still hasn't been provided. I have had nothing but problems from the beginning. The original size memorial that I ordered after contacting Mel for an update over a month later I was told that that they could not accommodate it. I was told that they don't make a color memorial in that size although that's what she sold me. Then we ended up going with a different size and submitting the pictures for the new memorial on 7/2/22 and when I contacted her on 8/24/22 for a status update she told me that one of the pictures had smoking in it and she wasn't sure if the cemetery would approve it. Meanwhile it was almost 2 months later, and she never called the cemetery to find out their guidelines regarding this. I was told on 7/5/2022 that I would have a rough draft within 2 weeks, and it's been 2 months and I haven't received anything but excuses. I have encountered nothing short of unprofessionalism when dealing with this company. Losing my son has been the hardest thing in my life and trying to get this memorial done has been nothing short of a disaster.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 10, 2022/09/28) */
  Latoya contracted with us to obtain a specific memorial. We tried to obtain the memorial for her, but unfortunately our supplier could not provide that type. We worked together to find other suitable options, which we did successfully. When the option was selected, our company was at the mercy of our supplier in order to obtain the mockups and completion memorial.
  
  We have been in touch with Ms. Horsley throughout the process and have had open communication. When speaking with Ms. Horsley, she said that she has no problem with Fram Monument Company, and actually meant to file a complaint against our bronze supplier.