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:02/23/2023

  Type:Order 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 September 21, 2021 I signed papers to purchase my deceased sister’s headstone and monument. *******(owner) told me normally it takes 6-8 weeks but with Covid it will take 6 month. I was ok with it. Six months goes by I email for updates; I received and email on 3/29/22 stating they are expecting a truck at the beginning of April 2022. April pass I emailed for updates on May 11,2022 got an email stating they haven’t heard anything will check and get back with me. June 14, 2022 got an email stating the monument has been shipped from China will not have in time to get on truck; hoping to get by end of August 2022. August goes by still nothing! I received an email on 8/30/2022 offering a $2500 credit and was told that the monument will be here at end of January 2023. On January 27 I emailed for updates I received and email stating she was reaching out to her supplier and that they were busy with Chinese New Years. Then on February 1, 2023 I got en email stating her guy was out sick. So every time I ask for an update I get some kind of story. Finally on February 7, 2023 I got a voicemail from ******* that it was imperative that I call her back at a certain time to get a refund or she will further process my monument. What I don’t understand is if the monument was already shipped from China why are we further processing anything. Per the documents I signed when I paid half of the monument’s cost $10,500.00 on 9/21/2021 it included concrete and picture. When she process my refund she deducted $500 for concrete and $400 for the picture. Picture that I may not be able to use with different company. I am filing this complaint because I do not want anyone else to have to grieve for a love one and go through what I have with this company. I feel like I should be refunded the full amount if she was not able to deliver.

  Business Response

  Date: 02/24/2023

  we like all business's were hit hard with covid, shipping, and manufacture issues. I explained that to you when we started your sisters monument and you signed the contract, that we would have to buy it from china, that it was cheaper, but may take longer. As soon as we learned of an issue with your sisters monument, we contacted you, and gave you an additional substiantional discount, still you demanded a proposed date of 60 days that i couldn't promise, so I explained that it may be 4 to 6 more months., however that time wasnt acceptable, and you requested a refund.  i refunded you on your monument, less the concrete work i had already competed, the picture that i explained that i would install for you, on a different monument(from some one else), also the setting fee of 500.00 for the cemetery that is pd for already for your new monument when you recieve it.