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:06/05/2024

  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.

  Transaction date was December 27, 2024. **** paid was ********. The information on the sales slip had the dimensions of a smaller stone than the one I had selected. I am not knowledgable about stone dimensions. The stone I was looking at was gray cement. I expressed the desire of liking the pink quartz stone & was told I could get that for the same price. I was not told that the pink quartz stone would be smaller than the one I wanted.The company would not acknowledge their mistake. Unfortunately I could not retrieve the first email sent to me of the picture of the ******************* to be etched in. I requested they send me the original email and was sent one that showed the smaller stone. I was willing to pay the difference for the stone I wanted. The company would not comply. I am 92 years old. This is the first time I have registered a complaint against a company that has been in business for ********** family has engaged them in the past.

  Business Response

  Date: 06/17/2024

  Stanley Granite Company is a 3rd generation family-owned monument manufacturer that has been in business for 87 years. Our sales of monuments average about 100 annually in addition to the onsite cemetery lettering. Our company has extensive sales experience and knowledge of the requirements of the cemeteries we service.
  Due to the nature of our business, the majority of our clientele are senior citizens. We listen closely to their concerns and ideas, so we can inform them of all available options. When a customer makes their choice, we document it on a contract with the size, color, design and lettering to be engraved on the monument.  We review the contract line by line to ensure that everything is correct and confirms their decision. The customer will then sign the contract and leave a deposit.
  Before the monument is put into production, we send a final proof to the customer to confirm what the stone will look like before manufacture. The nature of our business demands that we work with patience, compassion and empathy to create a successful outcome for our customer. I can assure you that all these steps are followed, and we diligently maintain our excellent reputation.

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  Both my sons & daughter-in-law were present when I made the transaction with this company. I was never told the monument was smaller than the one I had chosen. She did not point out to me the smaller version of the stone. The measurements on the sales slip meant nothing to me & they were not explained to me. As I mentioned in my initial complaint, I am willing to pay the extra money for the size stone I wanted, Not the entire amount since the error was theirs and not mine.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******