Complaints

• Initial Complaint

  24/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There have been a number of ongoing issues with my fathers gravestone.Most seriously, the designs that Surrey Monument created contain disturbing subliminal messages.We originally believed this to be a color placement problem with the images containing ******* messaging. After several discussions, **** agreed to take the gravestone back to the shop and have the image recolored.For the repaint, softer color tones and varied colors we used.However, subsequent to the gravestone being installed at the cemetery, we have determined that there is a much more serious problem than the color application. The problem also includes the design where we have now realized that the design contains disturbing subliminal components such as devil wings cut into the flower/leaf shapes. Despite this very serious disturbing issue, **** refuses to correct the problem.Additionally, we have repeatedly asked **** to explain the images and he has completely refused.This is despite the fact that he was the one that changed the images from the ones where print copies were provided and approved to one where no print copies were ever provided - and where all changes were made by him in the shop and where it was difficult to realize what the images were and where changes could easily be made without us every knowing as there was no print copy. Of note, the reasons for the changes were that **** indicated that you would not see it if the original designs were used. **** has also refused to correct a subbase install problem, whereby the wrong subbase was installed for the hillside location. These designs need to be corrected ASAP and the proper subbase should be used. Also of note, I have just discovered that the cemetery manager that was involved in the cemetery approvals now works for Surrey Monument and there are also disturbing issues with my fathers burial.

  Business response

  31/05/2023

  Good Afternoon,

  In response to ************************* allegations.

  Surrey Monument has been a reputable company for the past 30 years. Our passion is assisting families during a difficult time and to help create **************** of their loved one for generations to come.

  Our staff certainly did just that with helping ***** memorialize her late Father, after another **************** refused to continue their working relationship with her. With numerous meetings, calls and endless emails and changes to the design, there was no pleasing her. ***** approved all changes which some were in person from 10am to 4pm one day to watch the hand painting of the monument for a second time, which I removed it at no cost and had my artist repaint the roses again. This was due to the fact that ***** thought she saw images that simply were not there. A timely task however, we always want to care for any concerns.

  The over 80 pages of back and forth emails, texts etc. was very excessive but we did want to help. It is a beautiful memorial. As for the sub-base, it is correct as the cemetery has a slope.

  As written in an email to *****, we have stated that out business relationship has come to an end. To say that we went above and beyond in this situation is an understatement.

  We wish her peace and will not be working with her in the future.

  Respectfully,

  *********************

  Owner & Artist

  Surrey Monument

   

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My response to *********************** (Surrey Monuments) response to my complaint is attached.
  
  In summary,however, **** has indicated that Surrey Monument has been a reputable company for the past 30 years.
  
  This is what I was led to believe and thus why I hired Surrey Monument.
  
  I explained to **** that I was having a great deal of difficulty dealing with my fathers death.
  
  The memorial was a very important component of being able to move forward and I was very clear with him about the issues and what was required.
  
  Despite having financial concerns, we agreed to pay a great deal of money and also spent a great deal of time and effort to ensure that my father had a beautiful and respectful memorial. 
  
  To discover that the installed memorial contained serious design and installation flaws such as subliminal messages and an improper subbase was totally surprising and very upsetting!
  
  Rather than helping us through this very difficult time, it has added a great deal of distress and aggravation to an already difficult and disturbing situation.
  
  The other memorial company did not refuse to continue to work with me.
  
  We jointly recognized that there could be issues surrounding the stone that we had selected and also their photo supplier was not able to provide a good quality picture,and would not talk to clients directly, so we decided that it was best for me to find another stone first.
  
  Of note, the stone we originally selected was used in another memorial and another member of that family died shortly after it was completed and installed.
  
  In terms of the design problems that are at issue in this complaint, these are the result of the designs that **** created where he did not provide concept drawings and color plans for approval in advance of placing the plastic on the stone. 

  If **** had implemented what I requested and provided concept drawings and colors plans for approval, the design process would have been far simpler, less time consuming and it would have resulted in a long-lasting design with minimal future maintenance and no interpretation issues.

  The design has to be corrected so that it evokes happy memories of my father and is genuinely respectful to my father and genuinely respectful to my family - containing no subliminal and/or ******* messages and/or no social commentary.

  The sub-base has to be replaced with a proper subbase for the hillside location.

  Again, **** has indicated that he has over 30 years of experience so it is simply astonishing and very concerning that he could have designed a memorial that contains disturbing subliminal messages and is placed on a subbase that is not appropriate for a hillside location at a cemetery that he has been working with for many years especially given that he was aware of the difficulties that we were already having dealing with my fathers death. 

  Sincerely,
  
  *************************

  Business response

  12/06/2023

  Good morning,

  Further to our last response to *****, it is unfortunate that we have been unable to rectify her concerns.

  I have decided to refund ***** the cost she has paid to Surrey Monument and we will remove the Monument from ***********************.

  We feel that this will be the only solution in this situation.

  Thank you,

  *********************

  Owner, Surrey Monument 

  Customer response

  22/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We can not accept Surrey Monuments offer to refund our money and have them take my fathers memorial stone away at this point. 
  

  This is simply not possible at this point.
  

  Once a memorial stone is placed on the grave, the memorial stone becomes a religious artifact and can not simply be taken away and disposed of.
  

  At this point, the only solution is to correct the designs so that the monument is respectful to my father and respectful to our family.
  

  In this regard, I would again point out that **** has indicated that he has over 30 years of experience. 

  Given his experience, it absolutely astonishing and very concerning that he could have created a monument that contains disturbing subliminal messaging.
  

  This is especially concerning when **** knew that we were having a great deal of trouble dealing with my fathers death and that the memorial was a very important component of trying to move forward.
  

  Rather than helping us through this very difficult time, it has added a great deal of distress and aggravation to an already difficult and disturbing situation. 
  

  Each religion has its own customs and beliefs concerning burial but a very important common element is respect for the body.
  

  In this case, the primary requirements were simple: to have my fathers picture, an Orthodox cross, a dove and simple flower/leaf images appropriately placed on the stone to evoke thoughts of the ocean, beautiful gardens, Heaven, peace and happiness - maximizing the natural bright blue elements in the stone, reducing the black in the stone and providing permanent brightly colored flower elements to brighten my fathers grave area year-round.  
  

  As such, at this point, one solution is for **** to revise the designs so that they reflect our guidelines for the designs and are clearly respectful of my father and clearly respectful of my family as per our requests containing no disturbing/******* images and/or no social commentary. 
  

  The other solution is to find another artist/stone ***** to correct the designs and subsequently provide the bill to Surrey Monuments for payment against the money that we have paid to Surrey Monument.
  

  In either case, at this point, a complete design and color plan that clearly explains the designs is required before commencing any additional work.
  

  Resolution:
  

  Very simply, the design has to be corrected so that it evokes happy memories of my father and is genuinely respectful to my father and genuinely respectful to my family - containing no subliminal and/or ******* messages and/or no social commentary. 
  

  The sub-base also has to be correct for the hillside location.
  

  At this point, likely the most appropriate way is to place lasting edging around the subbase where the unfinished edging is showing so that it looks completed.  
  

  Given that the former cemetery manager now works for Surrey Monument, it should not be difficult to find a solution. 
  

  Again, **** has indicated that he has over 30 years of experience so it is simply astonishing and very concerning that he could have designed a memorial that contains disturbing subliminal messages and is placed on a subbase that is not appropriate for a hillside location at a cemetery that he has been working with for many years especially given that he was aware of the difficulties that we were already having dealing with my fathers death. 
  

  I look forward to discussing ways to correct the very disturbing design issues on my fathers memorial with **** as soon as possible.
  

  
  Sincerely,
  *************************

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