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:10/11/2024

  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.

  My mother ***** *** ****** passed away 8/24/24. We had her body immediately sent to ***** ** ***** ********* in San Antonio, TX. Through ***** ** ***** *********, I ordered/purchased the Life Print Ring 4mm Bright Finish in 14K Yellow Gold from manufactured by your company Crescent Memorial. The total approximate cost (ring + tax) for the ring I paid to ***** ** ***** ********* was approximately $700.00. I was so excited looking forward to having a ring with my mother's fingerprints on it to remember her by...but when I opened the box and saw the ring, my heart dropped because the craftsmanship of the ring was so poor that there was absolutely no resemblance of "fingerprints" on the ring. An average person would not be able to identify the pattern at all, no consistency in the design to indicate what the pattern is. The ring does not at all look like the picture as advertised. The ring design looked like crinkled paper or just tiny random splotches, does not at all look like fingerprints and definitely not quality. Needless to say, this ring does not at all remind me of my mother and is not a ring I would wear due to the poor craftsmanship. I notified ***** ** ***** of my disappointment and they (Funeral Director ****** *****) tried to get Crescent Memorial to reprint the ring or to provide a refund, but multiple attempts to rectify the situation with Crescent Memorial were denied. This is extremely disappointing as a consumer of memorial items when you lose a loved one, and the amount paid for the ring 700.00 was costly. In addition, the Crescent Memorial website crescentmemorial.com under Crescent Services/Quality Control tab, at the bottom of the page it states "100% product quality guarantee. We stand behind our products 100%. If you are not satisfied for any reason, simply return it." On the webpage tab at top it says "Crescent Memorial Offers 100% Product Quality Guarantee." Ref#*******/Deceased: ***** *** ******, ***** ** ***** ********* SA/Co: ****** *****

  Business Response

  Date: 10/23/2024

  Hi *****
  ******. 

  We are so sorry about your
  experience.   As soon as we saw this complaint we
  contacted the Funeral Home and we will give you a complete refund on that returned
  ring.  And I apologize that this print was not noted as a ‘poor quality
  print’.  Typically if the print itself is not high quality we make sure
  the Funeral Home discusses that with the family before production and this did
  not happen.  And we were certainly willing to make a new ring with a new print that was provided but I know that you preferred the refund. 

  We will also review your comments on the overall quality of the ring. 

  Again, we really apologize for your experience and we are so sorry for your loss.  

• Initial Complaint

  Date:11/01/2023

  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.

  According to the Crescent Memorial website, handcrafted pieces details about their artist, etc. The box I received as you can see says made in China and I’ve also provided a photo from Etsy that shows the exact same piece. Please advise??

  Business Response

  Date: 11/09/2023

  We reviewed the phone calls between our Customer Care Department and this customer.  We told her that she needed to call the Funeral Home or give us their information so that we could contact them but she refused and hung up on our Customer Care Agent a couple times.  Our Manager then called her and explained to her that we are a wholesaler and that she didn't purchase it from us but rather the Funeral Home.  He told her that we would have replaced it with the Funeral Home no problem, and still would replace it - all she had to do was contact the Funeral Home or tell us the Funeral Home name but she hung up on this Manager as well.  If she can just tell us what Funeral Home she bought this from then we would take care of this for her right away.

  In addition, this customer later sent a photo of the piece on Etsy and said that it was not made by our artists but by China.  We do have artists that make other pieces and/or provide the designs for may different creative pieces like urns, stationary, keepsakes etc.  But we do not advertise, nor did we ever tell her, that the piece she bought was made by these artists.  This additional posting was made after our last attempts to speak with her.

  We care deeply about all of our Funeral Home Customers as well as the Families they serve.  We would have been very happy to assist our Funeral Home partner with this issue if she simply would have told us where she bought it.  

  Customer Answer

  Date: 11/09/2023

  I DON’T WANT ANYTHING FROM CRESCENT MEMORIAL NOR GOLDEN GATE FUNERAL HOME OF KC. someone else with genuine compassion and concern stepped up and made things right so as far as I’m concerned, you can close this matter I’ve already returned the broken piece to the funeral home. I do not want to refund I do not want the piece back I do not want any future contact from any of you.

   

   

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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