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:01/13/2025

  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 June 8, 2024 I signed a contract with Valhalla Memorials and paid a deposit to have my aunts' names and information engraved on a headstone that was already at the gravesite. I was told that I would not have to pay the balance until I signed approval on the rendering of the stone. According to the company, the work would be completed within 3-5 months time. As of January 11, 2025 the work is still not complete. No communication regarding this order has been provided unless my wife or I reached out to them first. When we questioned the process we were given various excuses. I finally received the rendering of the stone work to be done on November 23, 2024 (more than 5 months after the initial order was placed). Once received, I signed my approval of the image and paid the balance in full within 24 hours time. I was told it would be completed within a month. Approximately three weeks later (mid-December), my wife went to inquire about the work and was told that it was done, or it would be done within the coming week. It, unfortunately, was not and the employee tried to change what she said, implying that my wife **************** is now January 11, 2025. As we do weekly, we went to the cemetery again this morning to find that the work is still not complete. It has been over 7 months and we have not heard from them at all. I am requesting that the work be completed in full and I receive a full refund. This has been a very stressful experience while grieving the loss of loved ones.

  Business Response

  Date: 01/13/2025

  Thank you for reaching out and sharing your concerns. We understand the situation and want to assure you that we are committed to completing this project to your satisfaction.
  Due to weather and temperature conditions, there have been some delays in progressing with the work as planned. These factors are critical to ensure the quality and durability of the outcome, and we appreciate your patience and understanding.
  At this time, we anticipate completing the project within the next two weeks, weather permitting. We will keep you updated on any changes to this timeline and will continue to monitor conditions to proceed as soon as possible.
  Should you have any further questions or need additional information, please dont hesitate to contact us.
  Thank you again for your understanding.
  

  Best regards,
  *** ****

  Valhalla Memorials
  

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  weather was not a factor in the delay of the work being done in the summer and autumn months. The rendering was received in November, 5 months after the original order was placed. Now that it is the middle of January, the weather will most certainly play a factor in the completion of this project. I still want the work done and am seeking partial or full refund for the undue stress this has caused on my family and I in our time of grief.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 01/14/2025

  Attached please find a photo of the completed work as ordered.

  We were able to get this completed due to the warmer temperatures.

  As far a a refund, the orders are non refundable as stated on the signed contract.

   

  Thanks for your patience and understanding.

  Valhalla Memorials
  

• Initial Complaint

  Date:06/20/2023

  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 ordered a name plate to be added to my family's foot stone back on 8/4/2022. I needed my mother's name added to the stone. I paid in FULL for the plate and it still has not been placed. This is not the first time I have had to ask for help with this company. Unfortunately, I HAD to deal with them again since they were the initial merchant. They blamed the delay on the pandemic initially, but no excuse now. I have called numerous times and spoken to a man named ******* (who is no longer there) and a month ago I spoke with another gentleman named **** who said he would look into the matter for me. Turns out no one can find my order / paperwork. I text all the receipts to this man **** and he said he would get back to me (a month ago). I text him again this past Saturday with copies of the receipts and I received no response. This business only has one person in the office whom you can speak to in person or on the phone.

  Business Response

  Date: 06/20/2023

  Unfortunately the order was mishandled and misplaced by an employee that no longer works for the company.

  We were able to find the order and are currently processing everything to get it completed.

  These orders usually take ***** weeks to complete.

  We anticipate to have this done for the family by the middle of September.
  

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:]

   

   This is my SECOND complaint through BBB. I ordered a cemetery plot name plate to be added to my parents footstone in August 2022. They had lost /misplaced my order and promised to fulfill. I wrote the BBB to complain and the business said they would fulfill the order by September which I agreed to the resolution. I STILL HAVE NOT RECEIVED THE NAME PLATE on my parents cemetery foot stone as I visited their gravesite this morning allowing for a grace ******* It is frustrating as I do not want to have to visit the business as I will become very upset if lied to again in person. They should have at least placed my order ahead or pushed it through a little quicker since I have been waiting this long AND they were the ones who lost / misplaced my order. It is beyond ridiculous now.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/10/2023

  Once again our apologies.

  What was ordered was a bronze plate which is made by a 3rd party. They are currently experiencing nationwide slow downs and back logs on bronze.

  They claim this will take a few more weeks.

  Our deepest apologies as it is currently out of our control.

  At the current rate, they claim we should have this back by Christmas.
  

   

   

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] I still do not have what I ordered over a year ago!!  It is the same response every time.  I have received no call, no message--NOTHING from this business only when I contact the BBB.  I have no choice but to wait but I should be compensated at this time.  IT IS NOT OUT OF THEIR HANDS!!  They may not be able to speed up the process, but I should receive compensation for something that is THEIR ERROR IN THE FIRST PLACE FOR LOSING MY PAPERWORK!!!!!!  They continue to wash their hands of this and it is beyond frustrating.  Treat your customers with respect and NOW do what is right--GIVE ME MY MONEY BACK!!!  And deliver my product AS SOON AS POSSIBLE!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/27/2022

  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 May 17, 2022, I signed a contract with Valhalla Memorials to provide a plaque (flat headstone) for my mother's plot and was told it would be ready in November, as the production of bronze had been delayed this year. The contract stated the following: Monument $1,100, Lettering $175, Installation $409 Total: $1,384.My credit card was charged $700 for the agreed upon deposit, and the contract reflects that I owe $684 upon delivery.The business reached out, unapologetically, at some point in October, I believe to tell me that the plaque wasn't under way yet because I needed to approve the layout, which I thought was already done during the meeting on May 17th. I immediately approved the layout. Around December 20, 2022, an employee of the business called to say that the plaque was in, and we owed $300 extra because their former employee made an error when adding up the amount. I reminded him that a contract had been signed and that it was their error and said if the situation was reversed, I'm pretty sure they'd hold me to the amount for which I signed the contract. The employee told me that he couldn't make those decisions, would ask the owner, and abruptly hung up.Not having received any call back, I went to the business on December 23 to inquire about status. The employee that called me on Dec 20 was working and said that the owner will not back down and we still owe an additional $300. I told him that I would take them to Small Claims Court. He told me to do as I see fit.Furthermore, had I known the final amount was going to be $300 more than what was stated, I am certain I would have shopped around further to compare prices.This is a business that clearly has no concern whatsoever about what it means to provide customer service in an ethical and professional manner based upon the interactions I've had with them. In an attempt to avoid Small Claims Court, I thought I would try this avenue first. If this fails, I will not hesitate to move forward.

  Business Response

  Date: 12/28/2022

  Unfortunately bronze foundries are extremely backed up and have never fully caught up from the trying workload from the pandemic. They give estimated time frames on completion. Our customer was told November. The bronze marker was completed and shipped to us in November however we received it the first week of December. Not uncommon.

  As far as the cost, there was a very simple arithmetic error made by one of our senior employees whom has recently retired.

  All the math adds up and the total was simply written incorrect however if you add up the itemized bill, there is no surprise fees added.

  Total was $1684 and a deposit of $700 was made which left a balance of $ 984.

  Once the $984 is paid we will be able to install in the cemetery.

   

  Itemized bill reads

  $1100 Monument

  $175 Lettering

  $409 Cemetery Fee

  $1384 Total  (Should of written $1684) This was a human arithmetic error.

   

  Our apologies however the price is extremely fair and can not be altered.

  Customer could not even purchase this monument for that price currently elsewhere.

   

  Thank You

  Valhalla Memorials
  

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business stated that their employee made an error in adding. That is accurate and it remains their employee's error. A contract was signed, more than half of what I believed to owe was already charged to my card, and a conscientious, customer-service oriented business owner would deal with the fact that his employee made a mistake, and chalk it up to the cost of doing business.

  Had their employee who called to inform me of this error, had been the least bit apologetic and willing to talk about alternatives in which they paid most and I paid a portion of the remaining to resolve the error, I would have likely agreed. Their employee was rude and completely unapologetic and furthermore, did not even have the courtesy to call me back after saying he would check with the owner and then hanging up on me. Maybe company should re-evaluate who they hire to work for them.

  Since a contract was signed, I assume that various ************** legal entities will hold them to the contract if it can't be resolved via the BBB.

  Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************