Complaints

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• Initial Complaint

  Date:06/06/2024

  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.

  This issue involves the Funeral Rule through the Federal Trade Comission. Report has been made. *May 20, 2024 - Walls Vault Services, LLC arrives without notice to bury a family member. *Walls is told that burial is postponed due to poor weather/burial site conditions. *Walls asks where to leave the specialty top* for grave site. Walls is angered by the situation and quits. Demands money for delivery. Told to invoice the funeral home. *Walls leaves, taking grave top with him. Funeral home is notified. *Walls is told by funeral home to return the top. Order ignored. *Walls sends text to family demanding $1200 before he will return with the grave site top. *5/22/24 Police notified. 5/23/24 Police talk with Walls and ask him to return grave site top. *5/24/24 Walls sends second text demanding $1200. *6/4/24 Walls sends third text now demanding an additional $700 per week for storage claiming, "Once the total amount of bill exceeds $2000, the material will become my property to do with as I wish." The deceased's closest family member handling this situation is 71 years old. The Elder Fraud Hotline was contacted and the BBB was suggested as a possible means of resolution. The deceased cannot be buried without the grave top. The burial is on hold until the issue is resolved provided Walls does not destroy the grave materials he is holding. Walls is well aware that he is preventing the burial and funeral from proceeding. Walls actions have been reported to the FTC. *(*grave site specialty top was paid in full by the deceased family - a total of $2,471.23. Receipts available) THIS IS A TIME SENSITVE MATTER DUE TO THE NEED TO BURY THE DECEASED. ALL text messages and pictures of grave site conditions are available upon request.

  Business Response

  Date: 06/12/2024

  To whom it may concern: This email is in reference to ID# ********. My name is Brian Walls, owner of Walls Vault Services LLC, and I am responding to a complaint made by Ms. ******** *******. A burial was scheduled through **************** ******* **** by Funeral Director and Manager ***** ****** for Mr. ** ***** by mid-week of May 13 - 17, 2024. This burial, or placement in a mausoleum, was to occur on May 20, 2024 at 11am. I contacted Mr. ****** on May 17, 2024 and asked to move the time from 11am until 2pm, which was agreed upon, because the tops of the mausoleum could not be picked up until Monday morning (May 20, 2024). Mr. ****** stated he would notify Ms. ******* of the change in time. I arrived with 2 of my employees at 11am on the morning of May 20, 2024 with all equipment to clean and prep the mausoleum for Mr. ***** placement; as well as having a contractor arrive shortly after with a trackhoe to assist. Before we reached the mausoleum Ms. ******* met us and was irate and irrational stating she only had 3 hours notice. I explained to Ms. ******* that I did not schedule burials and the funeral home was responsible for the scheduling and notification. Ms. ******* immediately accused me of lying to her insisting I should have notified her. She continued in her rant until I informed her the burial was scheduled the week prior and the time was only changed from 11am until 2pm by my request on May 17, 2024 and Mr. ****** stated he would notify her. Ms. ******* declared the burial wasn't happening today and returned to her house. After a while I along with my employee went to the house and spoke to Ms. *******. At that time I asked Ms. ***** where she would like the mausoleum pieces placed at and I was informed by her that I wasn't leaving them there. I tried to explain to her that I could set them off on the pallets they were on and she stated she didn't want them unloaded there because it would make them more fragile. I explained to Ms. ******* it would be best to unload the pieces; however, she demanded she didn't want to unload them. I further explained to Ms. ******* that I was not going to be treated and talked to the way she was acting on this day and informed her it was best for me to leave the mausoleum pieces and asked her if she would pay me for delivery and my workers time we would part ways and she could get someone else to finish the job. No notification was received from the funeral home until after I returned home complying with Ms. *******'s demand to not unload the pieces. Mr. ****** asked through a voicemail to just leave the pieces there and he would figure something else out; however, this voicemail was not received until I returned home. I have not at any time demanded anything from Ms. *******. I did send Ms. *******, not the family, a text message with the bill due to not having a mailing address for her. I was contacted by Deputy Landruth, who asked me to reach out to Ms. ******* and attempt to resolve this civil matter. I reached out via text on Friday, May 24, 2024, informing Ms. ******* that I was more than willing to deliver the products providing payment was made and asked her to let me know how she would like to proceed.  No response was ever received from Ms. *******. On June 4, 2024, I sent another text to Ms. ******* informing her I had asked her to let me know how she wished to proceed and she had failed to do so, leaving me no choice but to start charging storage for the mausoleum pieces. Ms. ******* then responded stating in text "We have no contract. I am proceeding based on advice from the attorney general's office. You will be contacted through legal representation." At no time has Walls Vault Services LLC demanded anything from Ms. *******, nor has Walls Vault Services LLC denied the material from her or have delayed the burial of Mr. ***** in any way. Mr. ***** has been deceased since March 2, 2024 and Walls Vault Services LLC has been accommodating and prompt in work completed and attempted. Delays in Mr. ***** being placed to rest has been because of Ms. *******'s wishes and demands.   Attached are pictures of the material still on my truck on Monday, June 10, 2024.

  Customer Answer

  Date: 06/17/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. No proposed action or offer appears in the response. Please see the two attached documents for details regarding the response and a pictorial outline that clarifies the components of the complaint. A revised resolution is submitted based upon information obtained in the last few days. Regards, ******** *******