Complaints

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• Initial Complaint

  Date:11/28/2023

  Type:Customer Service 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.

  August 29th 2023 , I met with ******** a funeral director at Highland Memorial West I met her at section 9 off Sutherland Avenue to show her my dad and grandmother's Graves were in the woods and basically their graves have been covered up by the woods and the weeds and haven't been kept up and my father used to have a picture on his headstone and due to careless landscapers it was always knocked off and slung off into the woods so I had taken it home with me and I had it home with me for years well I brought it with me and ******** assured me that she would have it put back on my father's Stone and so I gave it to her and here it is almost December and I come down to the grave and nothing has been done my grandmother and father are just in the woods you can't even tell that there's a grave there like they're just forgotten people and the pictures not put back on the stone like she promised I'm very unhappy with this this is the fifth time that they've allowed the brush to overgrow onto my father and grandmother's Graves this is unacceptable my mother paid so much money to have those plots and it's unacceptable that they are not taking care of the graves that they are supposed to all the other Graves in the cemetery are maintained well the grounds are maintained well but my grandmother and father are just in the woods like forgotten people it's very upsetting and nothing has been done about it they need to have some sort of respect for the people that they are serving in this community once they get the money they just forget about everybody it's like I mean it might as well just resell the plots I'm the last living person for these people and I'm their only advocate and it's totally totally unacceptable and professional and just downright disrespectful and they need to do something to make this right my father shouldn't have to be resting in the woods his headstone is literally at the wood line so their bodies are resting actually in the woods this is not acceptable

  

  Business Response

  Date: 12/13/2023

  Good afternoon,  Please be aware that we did not receive this complaint via email and it was delivered via standard mail delivery. I received the letter from our office manager this morning and immediately began investigation into the complaint. In the pictures that I attached you can see that the marker was missing the cameo picture and is set approximately 10 feet in front of the wood line. We unfortunately did fail in getting the cameo picture replaced as promised. After communication with ********, we have reinstalled the cameo picture today. You can see this in one of the attached pictures. Our cemetery superintendent also cleaned some additional area close to the wood line today. We are having a tree service / arborist come to the location today to determine the scope of work for cleaning further into the wood line at the back of the entire section 9 in Berry Highland Memorial Cemetery, Our goal is to always provide the best level of service to families that have entrusted their loved ones to us. In this case, we did not meet our own expectations, but everything is being taken care of immediately. We will also be seeding and strawing that area after the tree line has been cleaned. We hope to have this completed within the next week based on availability of our arborist.