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:10/02/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  10/15/20 Ordered a head stone for my parents They dont answer my phone calls Paid them half ******* Owe them ******* but I cant get in touch with them

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In October 2021, I placed an order for a memorial marker from the Phoenixville Memorial Works. I chose a stone and put down a deposit of $700 on a credit card. This was half of the total cost. In December 2021, I chose the design for the engraving. In June, 2022, I emailed ***** asking for the status of the project. Since then, I have emailed or called and left a message about the marker and never received a reply. In the spring of 2023, I finally talked to ***** on the phone and she assured me that it would be installed in a few weeks, once the ground was ready. Here it is May 2024 and the marker has not been installed. I just sent another email on May 22, 2024 and have not received a reply. I would like the job to be finished and if that cannot happen, then I want a refund of the $700 that I already paid. Thanks.

• Initial Complaint

  Date:07/28/2023

  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.

  I ordered a tombstone from Phoenixville Memorial Works in July 2021 and deposited $1500. During the past 2 years I have sent ********* over 30 emails and voice messages, requesting completion, asking for status or how many other orders are ahead of mine. I received 3 responses with installation dates which were never achieved. And she never contacted me to explain. In January 2023 after again failing to provide a status as promised, she responded with an angry email explaining how everyone is very demanding and wants delivery. “I have 30 others that also in the same boat as you who all want their stone as soon as possible….Everyone always thinks that they should be number 1…We will have this stone completed as soon as we can, we have every intention of finishing this stone. I can not give you an exact date, because things change hourly here.” That was 7 months ago. After no updates from her, I requested back my deposit of $1500 on July 17, noting that the business is unable to deliver and is therefore non-compliant. No response to date. I would not recommend this business. They should not be accepting orders and deposits as they cannot deliver.

  Customer Answer

  Date: 10/09/2023

  Phoenixville Memorials finally installed my monument.   My complaint is now closed.   

• Initial Complaint

  Date:02/24/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Paid a $4,000 deposit on March 2022 for 2 stones (myself and my sister-in-law). Was told stones should be in by August. When no phone calls or emails were answered, stopped in September 2022 and was told (and shown) that the stones just came in. Was told that they were shooting for mid-October 2022 to place my brother's stone. Stone was not completed and placed. Sent multiple emails regarding the timing of BOTH stones and received no response. On November 19, 2022, they finally answered their phones and I was told my brother's stone would be placed in a few weeks - before Christmas. They had 35 stones that had to be done. That did not happen and I sent multiple emails again and when I finally received a response was told NOT to write emails every day and that they had 70 stones to place and that when the stone is placed, the stone is placed. Sent an email again 2 weeks ago - no response regarding the status. Wondering if I should seek legal counsel at this point. I seek placement of 2 stones (my own and my brother's).

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Phoenixville Memorial Works, Phoenixville, Pa *****. Purchased a headstone for my aunt, *************************************, three years ago and it has still not been placed on her grave. Purchase price $1800.00. I can no longer even find her grave as it is so overgrown.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair 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.

  My mother paid a $1,000 down payment for a headstone from Phoenixville Memorial Works in March/ April of 2021. In May of 2021 we approved sketches for the headstone design. In January of 2022 we called and were told that the stone had arrived, and it just needed to be etched. They expected this to be completed by the end of April. I believe in May they had a death in the family, so we understood that there would be another delay as this is a family run business. However, come August 2022 it still had not been completed and after several attempts to contact the business they finally had this to say: "The best I can tell you is that we will have the stone ready to go by the end of September. We are extremely busy, and back logged right now. The stone could be done sooner, but that is the time frame I will give you. I am sorry again, and I will let you know when the stone is all done."As of January 28, 2023, this project has not been completed nor have we heard anything further from them as to why. I left messages in November asking where we are in the queue so we can at least gauge how much longer this might take, but of course they did not respond. People who passed away after my father have their headstones, so I don't think we are being unreasonable in our expectations.This business is dishonest in their timeframe estimates and terrible with communication. Even if they would just return my calls and explain the reason for the delay beyond "we're busy" would ease our minds and lessen the feeling that we've been cheated. How many people are in front of me? How many do you complete in a day? I'm sure soon weather will become an excuse. I don't know how else to prod them to finish the work that they are contractually obligated to do other than to become the squeaky wheel by contacting the BBB. I'd also like this to be a warning to would-be future customers. Phoenixville Memorial Works does not make the process of burying a loved one any easier.

  Customer Answer

  Date: 02/02/2023

  Hello,

  My mother's name is ******************************  She is aware that I have filed this complaint and supports the action.

  Also, if it helps, the headstone is for my father, ********************************  

  ******

  Customer Answer

  Date: 03/17/2023

  We wanted to let you know that Phoenixville Memorial Works completed the headstone and installed it yesterday (March 15, 2023).  Everything looks beautiful and we are satisfied that this matter has been resolved.

• Initial Complaint

  Date:11/20/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 28th, 2021 my mother passed away I was the POA while she was alive and then became the Executor. My sister had gotten a "deed" along with a burial plot for my mother in the past. My sister was to purchase the headstone - since the probate process was a drawn out process with family and the probate attorney, money was to come out of my mothers estate for the headstone. On 4/19/22 I asked about the headstone to Phoenixville Memorial Works. ********************* said she needed a down payment and the total was $3425. I paid $1,700 on 4/20/22. I needed receipt for attorney from moms estate. She never got back to me -I finally inquired and she said the headstone would be complete by late June or July since her mother recently passed in April. In order for her to complete she said she needed the rest of the $. I paid $1725 on 6/2/22. At the end of August I inquired about my mothers headstone, she said she would only communicate with my sister, although my mothers estate paid for the stone in full, I as executor. My probate attorney contacted her and said the stone needs to be delivered, to close the estate and also to honor my poor mother. She promised the end of October. No headstone and no communication! She never answered ANY of my phone calls or emails - so my lawyer contacted her again 11/1/22 with an overnight letter and told her we need to close my mothers estate account and need the monument by November 10 or we wanted a refund. She sent a scathing and vicious email to my lawyer, I will try to send. Telling him she doesn't listen to anyone but my sister ***** since she was the one who purchased it - (but she did not buy/pay for it). I want the headstone which my mother deserves. It is shamefully unprofessional how she keeps putting me off. She promised a photo and never received one. It is dishonorable and disrespectful for my mothers grave to be empty! I want this behind me - peace for my mother and I. I want the headstone on my mothers grave immediately!

• Initial Complaint

  Date:11/02/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  In November of 2021 I placed an order for a new gravestone for my father and myself. I paid in full ($1,055.00) at the time and was told that because of supply chain issues and the weather conditions they would not be able to place the marker until the spring of 2022. Since then, I have tried to reach out to the business, through both e-mail and phone messages, with no response back. I also went there in person about 3 months ago to speak with the operators. The young lady there acknowledged that they had my order and that they would "get to it very soon". However, I have since found out through on-line reviews like ****, that this non-response approach appears to be their operating model. The voice mail message on their machine indicates they are still operating and taking orders. Based on my experience and the complaints about them on ****, I do not believe they are fulfilling these orders.

• Initial Complaint

  Date:09/09/2022

  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.

  On 9/4/2020 I purchased a marker/headstone for my husbands grave. I paid in full. I went in person and talked to ********************* and her mother-in-law ****. They promised it would be done and installed in spring of 2021 due to delays from the pandemic and winter weather and that she would send me sketches to approve, through email. I emailed them in March 2021 asking for sketches, which she sent a week later. I approved a sketch about 2 weeks after emailing them. When I called to see what progress was made I was told by **** that I had to approve a written paper sketch (which I had not received) and return it to their office in person. I received it July 10, 2021 and drove it over to their place of business July 22, 2021. They said in an email that everything would be completed by the end of August. They tried to charge me another fee for pouring the foundation, which I did not pay. The foundation was poured in October 2021. I didn't hear anything for 7 months. When I inquired in May 2022 ***** said they had a death in the family and that the marker would be installed by his birthday June 22. Here it is September and no word from them. I have been patient and understanding but it's been 2 years since I bought a product and it is still not delivered.

  Customer Answer

  Date: 10/25/2022

  Phoenixville Memorial has responded by completing and installing the headstone earlier this month. I went out to look at it and it is as expected.
  
  They have charged me an additional $75 for a "cemetery layout fee" which was not part of the original agreement. 
  
  Please add to their record the 2-year delay in delivering a fully paid for product, and that they add unexpected additional fees. Others should be warned.
  
  This should settle this case.