Business Profile

Monuments

Pohl & King Monument Co

Complaints

This profile includes complaints for Pohl & King Monument Co's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:06/05/2025
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.
I contracted this company to put the death date on my mother&#**;s head stone in July 2024. I paid the company $**5 to have them perform the service. I went to visit her headstone last month during Memorial Day and saw that they still have not performed what they were supposed to do. I contacted them and they would tell me things ranging from "we&#**;ll put you on a priority list to have this taken care of" to "the person who was supposed to do the job quit and we&#**;re trying to get someone to take care of this". I feel like the company has not done the job that I paid for them to do.
Customer Answer
Date: 06/09/2025
I received a refund check.
Initial Complaint
Date:05/22/2025
Type:Delivery 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.
Placed order for headstone May 1, 2025. Put a 50% down payment, $1500+, which was more than what was required for the deposit. Was told we would get an email with designs to make a final approval. After reading reviews that people had been waiting 1, 2+ years for their stone, I sent an email to cancel the order through their website. The next day I had a missed call, stating they got the designs done and emailed, and got the stone ordered from their supplier to be shipped (after they received my email to cancel) and hoped we would reconsider. I called the owner back, Mr. ***** and told him I wanted the order cancelled and refunded the down payment and he is refusing the refund stating the stone has already been ordered (yet admitted the stone had yet to even ship).
Business Response
Date: 05/30/2025
On May 1st ***** *******,came to our shop and bought a monument. The normal procedure is to put down a deposit of 50% and balance when the stone is finished and ready for delivery. Normal industry time frame before covid was 3 to 4 months Now delivery time is way down from Covid peaks of 12 months but still *************** on MO Red is 3 to 6 months. We ordered and paid for her blank stone and are now awaiting shipment. We sent her 3 different designs for her to approve to select 21 days after purchase.We have not violated our contract in any way. We have proceeded with her order accordingly to our contract. If she wants to select another stone that we have in stock that might be around the price of her deposit, we would gladly agree with that
Customer Answer
Date: 06/03/2025
Better Business Bureau:

I was not told when we ordered the stone how long it could possibly take to get the stone finished. When reading reviews of people saying they have been waiting years for their stone I promptly tried to cancel the order and get a refund. If I can not get my refund, as the company seems to be refusing, I have no other choice but to continue with this business transaction and pray the job gets completed. Please notify the company to continue my stone to completion and contact us when it is ready for pick up.

Sincerely,

***** ******-*******
Initial Complaint
Date:09/24/2024
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 paid for what I was under the impression was just date of death engraving. I paid in full 10-3-2023. I followed up several times. **** in the office followed up with me in June. She stated the job was finally done and waiting on photos. Well, that never happened and here I am. She stated that the contractor out of *************, Mo had finished the engraving that was paid for in October 2023. Fast forward to today....So many excuses, "my boss had unexpected surgery" then "I had a family emergency,excuse me for being human"...... yes I have the email that states that. Anyway from June until today, 9-24-2024. This is what I finally received in the mail.
Business Response
Date: 10/15/2024
Customer called and placed and order for cemetery engraving. Our engraver went out there to complete the work and several attempts to locate the stone it was determined that there is no stone at the cemetery. We spent a lot of time trying to complete this order it turns out no stone was ever placed at the cemetery. We offered to sell her the stone for the same price she refused. We sent her a refund minus the $35 outlined in our contract. Obviously we spent 3 to 4 times the $35 to complete this order. An incident like this has never happened to our 120 year old company at anytime.
Customer Answer
Date: 10/16/2024
Complaint: 22332339

I have reviewed the business' response and am rejecting it because:
I was contacted and told the engraving was actually finished. We i found out there was no stone, I contacted them again. **** apologized and did offer a stone, which we declined because of the amount of issues that arose at that point from this company. I asked for a refund so that we could go somewhere else. After weeks of excuses and emails I finally received the check,less the $35.00. I never signed the contract, everything was done over the phone. I obviously didn't not expect to have this much of a problem with the company.

Sincerely,

****** *******
Business Response
Date: 10/17/2024
They called up to do a job that doesn't exist. The stone is not there and we offered to make a new stone for them for the same price.
Customer Answer
Date: 12/11/2024
I have not cashed the refund check I received as it was less $35. I am needing the entire refund to be sent to me.
Customer Answer
Date: 02/03/2025
01/31/25 JM: Spoke with ******-(Daugther in law) and was going to check to see if she has a check for the amount in question and has it been cash at this time.
02/03/25 JM: ****** confirmed that she has the check and will cash it and to close this complaint at this time. If you she need further assistance she will call us. She is in the process of moving and building a new house. Would like this complaint close.
Business Response
Date: 02/03/2025
01/31/25 JM: Spoke with Mr. **** he is going to check into this situation of a $30 difference in the refund amount. He apologize and was going to check with his bookkeeper-(****).
02/03/25 JM: Spoke with Mr. **** and he confirmed that the check was sent out-(****) reached out to the consumer and she has the corrected check and would like this complaint close.
Initial Complaint
Date:09/10/2024
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.
Paid $2602.14 in full for a headstone on 4/29/23 (16 months ago) at the ********** location.The headstone still has not been installed at *****************, ***** (**************). Section K, Lot 544.Calls and emails go unanswered. We've been promised a follow-up or updates but calls are never returned. We've called about once a week for several months now.The ***************** will suggest we call the ************* The ************ will suggest we call the *****************.
Business Response
Date: 09/27/2024
We are sorry for the delay in getting this marker installed . In 59 out of 60 cemeteries we normally go to obtaining a location of the stone we have to match is a process that might take a week. Frieden's and their new owner doe snot respond to Lot and section request. We asked them numerous times to let us know where the stone we are to match is located and we never got a response. The family gave us this information and we in the final step in producing the monument for installation. It should beat the cemetery in about 2 weeks. I am sorry someone here told them to contact the other store. Since Covid we have been severally understaffed. If the family has any questions they can talk to me Bryan King the fourth generation owner. We are looking forward to the placement of this monument.
Customer Answer
Date: 10/01/2024
We provided the location from the outset, so using the cemetery's lack of response is not an excuse. Plus, every time we have called they have blamed it on a Covid-related supply issue of stone. They have NEVER stated they did not know the location.
Customer Answer
Date: 10/04/2024
Complaint: 22265262

I have reviewed the business' response and am rejecting it because:

We provided the company with the Lot and Section number upon purchasing our stone, as well as a photo of the stones we wanted to match it to. Waiting over a year for a cemetery to call you back is unacceptable.
Each time we have called Pohl & King over the past 18 months, the excuse has been that the stone availability was causing the delay. Or that shipping was the delay. Or that Covid caused the delay.
Neither office will answer my calls to see if the stone has been installed yet, now that I've submitted this complaint. My family is going to take turns visiting the site weekly and continue to try to reach out for updates. The elderly family members are very upset over this and it has been difficult to ease their discomforts. They believe their relative has just been forgotten about.

Sincerely,

Amanda Lovell
Initial Complaint
Date:08/12/2024
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.
We purchased a tombstone for our daughter, ***************************. The color is blue pearl however the top of the tombstone is great but the bottom of it is different and not the same color. It is a lighter shade and an entire different stone. We have been trying to reach the owner and he hasn&#**;t gotten back with us. We sent an email to the owner. Now we are being ignored because the base is not the tombstone that we purchased. No one is getting back to us. I would like to be contacted by the business to correct the tombstone or otherwise we will reach out to an attorney and *************
Customer Answer
Date: 08/12/2024
I got call at 2:30 pm from ***** at the business and she said they will order the right base but it will be a few months before it is received because it is coming from ******* I don't appreciate that we were lied to and they were being deceptive because they said it all came the same day. The tombstone base was not the same type as the base of the tombstone. They should have immediately let us know this.
Customer Answer
Date: 08/12/2024
We spoke to **************** and he told us the incorrect one came directly from ****** and reiterated that it will take months to come to us. I asked him to send it to us in writing.
Business Response
Date: 08/15/2024
We placed a beautiful Blue pearl monument in the cemetery exactly how our contract reads.
The family said the top and bottom piece did not match. So we ordered a new bottom piece.
The Blue pearl granite can take up to 6 months to receive. The last time we got it from our supplier had one slightly larger in stock and that is what we ordered at no additional charge to the customer.
Customer Answer
Date: 08/19/2024
Monday, August 19,2024

Hello Better Business Bureau,

I Queen ***** purchased a brand new tombstone from **** **** Monument for my daughters gravesite, both the headstone and base piece were to be in the same color of Blue Pearl coming from ****** and be delivered to **** **** Monument organization's place of business all at the same time.

I purchased a BRAND NEW BLUE PEARL TOMBESTONE, and for the HEADSTONE and BASE to be in the same stone type and color of BLUE PEARL to come from ******* There was NO agreement to accept anything that was already in stock.

I requested for **** **** Monument to please provide me with something in writing that he **** *****) is in the process of ordering the correct base in the same stone type and color of Blue Pearl as the headstone coming from ****** and so far I have not received anything in writing as of yet.

**** ****** Monument response to BBB Better Business Bureau shows that he has acknowledged that the tombstone base bottom piece is not the same color as the headstone, the base is lighter than the headstone and is not the same stone type.

According to **** **** Monuments response to the Better Business Bureau a new bottom of the base piece is not an additional cost. I am requesting that **** **** Monument provide me with the exact bottom piece of the tombstone and that it matches the headstone that I purchased for my daughters grave site. The base bottom piece must match the stone type and color of the blue pearl headstone from *******

I will NOT accept anything already in stock, because I have purchased a brand new tombstone headstone and base in the color of blue pearl from *******

Sincerely,

Queen *****
*********************
**************
Initial Complaint
Date:08/04/2024
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 was told the monument would be completed and set in 6 to 7 months from the paid in full date. We have entered the 15th month past the paid in full date. The last two calls to them was 7 weeks ago and again last week to which the continually ask for more time stating some stones come from overseas, however this is a granite stone not a marble stone
Business Response
Date: 08/09/2024
We are sorry this has taken so long. We originally ordered this form a company that we have done business for 30 years.
They sent us a monument that was unacceptable. We then and only then found out that the granite quarry/monument owner had changed hands. The new owner is not delivering high quality and we have stopped doing business with them.
We have since placed this order with a different quarry/manufacture and they assure us it will on the next freight shipment coming from their company. We anticipate receiving this in 2 to 4 weeks at which time we will engrave and install.
Customer Answer
Date: 08/16/2024
Complaint: 22090676

I have reviewed the business' response and am rejecting it because:
I have been misled through this entire process of acquiring a headstone for my mother's grave by this company. This seems like only another justification amongst the other excuses I have received regarding full disclosure to me, the buyer.

Sincerely,

******* ******
Customer Answer
Date: 11/14/2024
11/14/2024 KH: Called and spoke with the consumer, she says that the business was suppose to have ordered the headstone and set it, she will going to her mothers grave site in about 2 weeks to check to see if anything has been done and if it has not, she will be filing a lawsuit. I will check back to see if it has been resolved.
12/4/2024 KH: I spoke with Ms. ******* ******, she stated that the business still has not laid the headstone, she appreciated all that we have tried to do for her, she would like her complaint closed, because she will now be moving forward with legal representation, in addition to contacting the AG's office & FTC.
Initial Complaint
Date:02/09/2024
Type:Delivery 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 06/20/2023 I ordered a simple grave marker from *********** in **********. I gave them a deposit and was told that within 60 days, I would receive an email with a sample drawing. I followed up several times between September and November and was told that someone would check on the status and call me back. On 11/01/2023 I was finally able to connect with **** at the ******** location and told that the marker was coming from overseas and there was no estimated delivery. She was to check and call me back. I never received a call back.Since that time I left messages with ***** in ********** on 12/16/23 and again on 01/12/24, each time being told that she was checking on the status but never receiving any call back. I also left messages with **** in ************** on 01/04/24 and again 01/12/24 with still no follow up. I would like a personal call from the owner regarding this poor customer service and would like the ********************** delivered to the grave of my family member before then end of February 2024 along with a credit for the delayed delivery.
Business Response
Date: 02/28/2024
The effects of the worldwide supply chain problems that started with COVID continues to slow deliveries. *********** ordered a non standard size jet black marker. This granite is quarried and cut to size in *****. Because it takes so long to get delivered from *****. All the importers keep a hug inventory of standard size, shape and colors. Unfortunately she chose a size that had to be special ordering.
it is currently on the showboat from *****. In the meantime we found the size at a different supplier that has 2 extra premium finishes that were not ordered. We are not charging her for. I asked the customer if that would b acceptable and she said yes. The marker is currently headed to our shop. We hope to have it to the cemetery in 2 weeks.

Thank you,

*******************
Customer Answer
Date: 02/29/2024
Complaint: 21271092

I am rejecting this response because:
I was not informed at the time of purchase that this was a non standard size. This was a sample size at their location. I didn't order anything that they did not have already displayed as a regular product. Addtionally, at no time was I told there was a supply chain problem or that the item was coming from ****** What I was told when the order was placed was that I would receive an email with a "work up" design within a few weeks and that the stone would completed within about two months from that. I am requesting proof that this marker was in fact ordered within a few weeks from my order date of 06/20/23.
The lack of communication form the company is extremely disappointing. I stopped by the office several times and also made several phone calls only to be continually told that I would receive a call back. I feel there has only been movement on this only because of the BBB complaint. It is unfortunate that the business needs a BBB complaint to respond to a customer.
At this time the product purchased still has not been received; therefore, the issue remains unresolved.
Sincerely,
***********************
Business Response
Date: 03/12/2024
I am sorry this response is late. I just spent several days in the hospital. We have finally received the marker.
And are going to take it to our other office in ********** on Monday. ********** said she would bring the bronze plaque.
We are attaching the bronze will promptly be installed at the cemetery. We have sent *********** a discounted bill.
Although this order has taken a long time, it is about the average time for an order to go through in the post COVID Supply chain problems. We have many orders that are older than hers.
This marker will look great after installed for the next 100 years.
Also, I have been the only one trying to handle all customers and I cannot always get right back to the customers as I would like to. I am doing four people jobs processes and I apologize for not being able to reach back out as quickly as I should have.

Thank you,
*********************;
Customer Answer
Date: 03/12/2024
I am unsure how this issue has been marked as resolved when it is still not complete. Please provide additional details as to how this conclusion was made.
Initial Complaint
Date:12/19/2023
Type:Delivery 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 paid for a flat headstone for my brother and it hasn't been delivered yet. They said to call in 2 weeks and I called them today and could not get a hold of anyone. My other brother has been calling them too and gets the same kind of static. It has been 6 months since I ordered it. It is for **** ********.

I would like to have the headstone delivered and put on grave site at Memorial Gardens.
Business Response
Date: 01/02/2024

The supply chain issues created by the COVID crisis have not been fully solved in the memorial industry. What used to take 3 -4 months now takes 6 -7 months to complete.
That is where we are at now the order for **** ********. We talked to the foundry today and they anticipated shipping to us in 3-4 weeks . We will inform our customer
Thank you,
***** ****
Initial Complaint
Date:10/19/2022
Type:Delivery 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.
Purchased monument from business in July 2022. Was told it would take approximately 2 or 3 months for it to be completed and laid. They promptly sent drawing to be approved within 2 weeks. Now for the last month I have been getting the run around and lies. Monument finished waiting on cemetery. Called cemetery no request has been made. Call **** and **** brain not available we short staff will call you back. Let me get paper work see what going on? When I ask to just refund my money take my business else where oh it done. Cant get a straight answer.*******************
Business Response
Date: 11/02/2022
We are 90% of completing the stone however the chargeback occurred so we cancelled the foundation to be completed and closed out the order. We ran into some delays due to the company has burials that takes priority, and the employees get delayed for several reasons as well. Yes, we gave you a window of 3 to 4 months however things happen that is beyond our control. We are shorthanded and that has been an issue as well. I now have another employee helping me but before that It's hard to call customers back when I was the only office personnel trying to process orders. I want to update customers but being shorthanded no possible way, I could call customers back to update them.
Customer Answer
Date: 11/02/2022
Complaint: 18246423

I am rejecting this response because:I have called the business several times. I could not get the person on the phone to look up my invoice or answer my question. Would only say I will call you back & take my love ones name. Now you say you didnt have time to return calls. Why not talk to me when I call. Dont tell me you are waiting on the cemetery to lay the foundation and I call them and they have no record of a request being made. To short staffed to do the job but very eager to take my money. Two months ago when I requested a refund if you could not do the job, I was assured that the stone was there you had hired an engraver. That it would be completed. Unfortunately I trusted this business and sad that a business I thought would show compassion for your grief only took my money and left me feeling deceived.

Sincerely,

*******************
Business Response
Date: 11/08/2022
The down payment was taken back by credit card company. That cancels the order if you would like to repay the down payment, we could finish the order and then order the foundation again and finish the order with the balance due after you pay the deposit again of $500 the balance due when the headstone is completed $606.48 then we can get the headstone delivered when the cemetery pours the foundation. We sent cemetery a check but since you did the chargeback, we had them return the check back to **** & ****. Please let us know if you're willing to pay the down payment to complete the headstone and then send you a photo and final invoice.

Thank you,

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

Customer Answer
Date: 11/09/2022
Complaint: 18246423

I am rejecting this response because:what assurances do I have that you will complete the stone. ***** previously said the stone was completed
Now u saying you will complete it if I pay the $500 again. I will pay the $500 if I can come and see a completed stone and verification with the cemetery that you have requested a foundation
to Be poured. I have gotten the run around from you so many times and conflicting answers. I need proof that the job is complete. I have no problem paying.
All I wanted was the headstone in a timely manner. Its ashame that I had to contact the bbb and my credit card to get your attention.

Sincerely,

*******************
Customer Answer
Date: 11/10/2022
11/10/2022: Mediator sent an email to the consumer regarding mediation, requested payment receipt.
Initial Complaint
Date:08/22/2022
Type:Delivery 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 ordered headstone November 2021. Here it is August 2022 and still no headstone. It’s paid in full.
I’ve called every week for the past 3 months & every week I’ve got a different excuse.
I understand we’re at the end of a pandemic but the stone that I’ve chosen is made right here in southeast Missouri.
Either give me my money back or produce a headstone.
Business Response
Date: 08/23/2022
At long last we received her unlettered monument from the manufacture. The granite is quarried in Southeastern Missouri but manufactured in into monument in ******** Georgia. The monument is being engraved now and we will have it in the cemetery by September 2 2022

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Pohl & King Monument Co is BBB Accredited.