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Business Profile

Monuments

Milano Monuments
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Milano Monuments's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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.

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    • Initial Complaint

      Date:11/14/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 purchased a monument for my mothers grave site back in April of 2023 and I was told by the sales person that I would have it delivered to the cemetery my mother is buried at by the end of July 2023. The sales person in the Bedford Heights store would never return emails or calls from me to let me know what the status was so I called the owner "******* ******" at his store in Cleveland explaining my situation. *** ****** called me back and apologize for his employee in his Bedford store and said he would now take over my account and make sure that everything is taken care of. He mentioned they were having issues getting my mothers stone from Europe but heard that it should be at his store by mid October. I waited till October to hear back from *** ****** as he assured me he would call me when it came in and never did so I emailed him back letting him know how frustrated I was not hearing back from him. *** ****** called my cell phone and left me a message on 10/20/2023 and said the stone was in that week on the 15th of October and was on his workbench and ready for it to be taken care of the next week and scheduled for delivery. He also said in his voicemail message that he would reach back out to me Tuesday or Wednesday to let me know about the delivery and he never did. I figured he was busy and gave him time to call me back and he never did. So last Friday November 10, 2023 I called and asked to speak with ******* ****** and was put on hold for about five minutes and was then told I just missed him and asked if I would like to leave a message on his voicemail which I did. I told him I was upset that he never followed up with me like he said he would and was still waiting for my mothers stone to be delivered. I asked him to call me back within a day or I would have to file a complaint with the local BBB which I am doing now because I have still not heard back. All I want is my mothers grave stone so my family can be at peace.

      Business Response

      Date: 11/29/2023

      Hi ****, 

      Again we appologize for the poor communication throughout this process. (*** ***** and *** ****** not ******* ******) As we spoke about this over the phone today, the memorial that was ordered is a custom cut and typically takes 4-6 months to receive from the quarry. We did try to deliver the memorial roughly two weeks ago but the foundation was not yet taken care of by the cemetery. When I called the cemetery today to find out when they might take care of the foundation the lady on the phone said "yeah we forgot to pour it and it's now in so you can bring it anytime." *** ***** was notified in April with a cemetery memorial application that we were ordering this on your behalf and when you paid them directly that should have been taken care of by them at that time. We received the signed application approved from their team shortly after. Your family memorial is set to be delivered this Thursday and will be wrapped in cheesecloth. Again, we appoligize for all of the heartache this may have caused you and your family. 

      Sincerely, 

      ****** 

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