Complaints

This profile includes complaints for Canton Cemetery Association's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canton Cemetery Association

  4927 Cleveland Ave NW Canton, OH 44709-1157

  
• 

  Canton Cemetery Association

  1919 7th St NW Canton, OH 44708-4808

  

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:02/16/2023

  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 contacted the cemetery after noticing my mother's gravesite was caving in. She was buried on May 14, 2022. It was never properly covered and had a unleveled gap of at least six inches. It was never covered with grass, only rocks and dirt from the burial date, and the weeds that grew on top of it. I have went several times and removed the large rocks. On February 13, we visited and the grave had caved in even more. I called from my car at the cemetery on Monday 2/13/23, it was 5:08 pm. I left a message on their voicemail because it they were closed. I indicated I as presently at the cemetery and was upset. I also indicated that I had taken photos of the site. After receiving no return call, I called again on Tuesday 2/14/23 at 3:37 pm. A gentleman answered and said the person I need to speak with wasn’t available. The gentleman took my contact information and assured they would call. I heard nothing on Wednesday 2/15/23. I called again today. 2/16/23 at 11;27 pm. The same man who answered on 2/14/23 answered and put me on hold. He picked up less than 30 seconds later and stated “a work order was submitted, give it a week or two and it should be fixed.” I informed him that I would still like to speak with someone because I was very upset with the lack of communication and overall condition of the cemetery. He stated “there is no one for you to speak to.” I asked him who was in charge. He informed me that I could write a letter to the Board of Directors and gave me the address. I understand CCA is ran by a non-profit organization and may be limited on staffing, but this is unacceptable for the families who entrust them with their loved ones final resting place. There is also a clear inequity between upkeep at **** **** *** ***** ***n. I would like that investigated. At the very least, there should be a rating form or feedback form families can use to express concerns. The current setup of the website and contact form is insufficient.

  Business Response

  Date: 03/10/2023

  The issue was addressed as soon as it was brought to our attention.  There is no inequity of maintenance between ***** **** *** **** **** cemeteries.   

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

  me that it was the cemetery's fault. Either way, we were charged twice for the single vault that was needed. I have requested from both entities that the money be refunded. The vault purchased by ****'s was the vault used. I'm sure the cemetery can sell that extra vault and probably already have done so.. Yet they continue to ignore my calls and letters for resolution. Since 12/5 both involved parties have been aware of the 'miscommunication' as they themselves called it. Today is 1/13/2023.
  This is an example of how preplanning/prepaying can be used as a way to cheat families at their most vulnerable moment. I say shame on both of this end-of-life businesses.

  Business Response

  Date: 01/26/2023

  On December 1, 2022 Canton Cemetery Association Service Counselor, *** ********* met with ******* *******, cousin of **** ****.  Cemetery records indicated that Mr. **** had purchased 1 grave, 1 full burial vault and 1 burial open and closing in 2011.  Ms. ******* commented that she was with Mr. **** at the time he made those purchases in 2011.  She also stated that Mr. **** expressed his satisfaction with having completed arrangements for his burial.  Ms. ******* acknowledged that she also was comforted by not needing to make any further purchases.  At this time Ms. ******* signed a Burial Authorization form that states burial time and service fees that have been prepaid.

  At the time **** Funeral Home Representative Steve ****** phoned to make arrangements for the burial of Mr. **** it was conveyed to him that all expenses were covered for the burial including the vault.  No discussion of a vault being sold by **** Funeral Home was had.

  On December 5, 2022 the **** funeral service was scheduled at ***** **** Cemetery for 11am.  The deceased was being transported by **** Funeral Home to ***** **** Cemetery.  Earlier in the morning the grounds crew opened the **** grave and set a vault from cemetery inventory out for the casket to be placed inside.  Around 8am the crew encountered a representative for *********** Vault stating that they were to provide a vault for the **** burial by order of **** Funeral Home.  The crew acquiesced to ************  They removed the cemetery vault purchased by Mr. **** from the cemetery in 2011 allowing *********** to set up the vault ordered by **** Funeral Home.  All of the changes went unreported to the cemetery service counselor.

  Upon the arrival of **** Funeral with the deceased and the family Canton Cemetery Association service counselor informed Mr. ****** that the vault to be used is a cemetery vault not a *********** vault.  Mr. ****** stated that it indeed was a vault to be supplied by **** through *********** and not a cemetery vault.  He ordered the *********** representative to continue with the burial.  Also stating that he was in a hurry to do the burial and return to **** Funeral Home.

  Ms. ******* phoned several days later and stated that we owed her a refund for the vault that Mr. **** purchased in 2011 and was not used.  The service counselor questioned Ms. ******* about how the *********** vault was ordered through ****.  She stated that in 2021 Mr. **** made final arrangements through **** and **** included the vault in the purchase contract.  However, Ms. ******** stated that **** made it clear to Mr. **** that if the cemetery was providing a vault **** would not provide a vault.

  The service counselor informed Ms. ******* that the contract Mr. **** signed with the cemetery was irrevocable and we cannot provide a refund.  It was suggested at that time that she contact Beth **** to attempt to reconcile the issue with them.  She stated that she had been in contact with Steve ****** but to no avail.

  In an attempt to settle the dispute and also follow the legal responsibility associated with an irrevocable contract. Canton Cemetery Association offered **** funeral home a possible solution. If **** reimburses Ms. ******** the amount paid for their vault, then Canton Cemetery Association would provide **** with a vault when one is required for a burial at ***** **** Cemetery for a **** burial.

  **** has not responded to this offer.