Complaints

• Initial Complaint

  04/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  • Date of the transaction: June 4, 2022 • The amount of money you paid the business: $1681.00 • What the business committed to provide you: Single Upright 26x6x26 w/36x12x6 base Headstone • What the nature of the dispute is: I paid this order in full on June 4, 2022, the headstone still has not been laid • Whether or not the business has tried to resolve the problem: No • Account/order/tracking number: Signed Contract No: **** I started the process of having a headstone made for my mom on May 12, 2022. My initial contact was ******. I signed the contract mailed to me by ******. On June 4, 2022, I made a credit card payment over the phone for $1681, which paid the headstone in full. I followed up on the headstone in September of 2022, and several times after that, at which time I spoke to ******. It was at that time I was told the headstone would take 6 to 8 months to be completed. When I asked how much longer before my order was finished, she told me they were working on orders for May 2022. ****** later called me in January 2023, to ask that I AGAIN send her a picture that I would like on the headstone. I again asked how much longer before my order would be complete, she told me MAYBE March 2023. I told her that was more than 8 months. She basically told me, it is what it is, with no compassion, apology, or anything. I spoke to ****** again on April 4, 2023. I asked how much longer before my order was complete and she told me they would be laying the headstone on April 7, 2023. I asked how would I know it had been laid, ****** told me she would call to let me know. As of today, I have not heard from ******, or anyone else at Southern Monument. I am still paying interest on the $1681 charged to my credit card for a product that has not been delivered as promised, which I am asking to be refunded to me. Each time I call to check the status of my order, I am constantly being lied to. I should not be paying for a product that I do not have possession of.

  Business response

  05/18/2023

  I apologize that you have had to deal with unhappy customers on a day to day basis but we all do from time to time.  As far as *** ******* situation when she purchased the monument for her mothr she was told that it was estimated we were on a turn around time of 6 to 8 months for production.  That production timeline begins when the product is paid for and or a deposit is made.  It is always explained, to her as well that we are also at the mercy of the granite companies and suppiers.  Because of COVID supplies and gettting product as you know is not as consistent as it used to be and when customers purchase their monuments or stone we place the order and it initself can take up to five to six months, fingers crossed that we get the granite from the granite companies.  This is also discussed with every customer that comes into our doors.  Once we get the granite then the orders go in date order from the time we received the deposit and the approval of the design.  We understand its always a difficult time for everyone and they just want some closure and want a memorial for thier loved ones.  We do the best we can when we receive teh product.  Funeral homes and cemeteries are working at a twelve month turn around so we are pleased with our eight months.  I noticed that in her complaint she mentioned that ****** had no compassion, nor apology etc... and you would never meet anyone with more compassion and sympathy than ******.  Now if she would have talked to my brother I would have completley understood because he is not a peole person but ****** she is talking crazy.  She also mentioned that ****** told her that her monument would be laid on April 7th.  Well it was laid April 7th.  It was recorded in the cemetery installation records for that date and she was told.  We called that day but her mailbox was full and could nto take messages.  We noted that on her contract as well.  We take photos of every installation to show and record installation.  I have attached said picture.  Since we received your letter my brother ****** has actually spoken to ** ****** recently and he did get to talk with her and let her know that it was placed in April and he emailed her a photo of her moms monument.  She was very nice and cordial on the phone and thanked us.  Lastly, she mentioned she was constantly lied too and that is untrue.  We are very upfront with all our customers.  We just understand tha tthey are some more than others under a lot fo stress and just want closure.  We have talked with ** ****** and she has seen her moms monument .  

  Customer response

  05/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  When I purchased this monument, I was not told 6-8 months from production, I was told 6-8 months for this headstone to be laid. Each time I called, I was told 6-8 months is the timeframe in which the headstone would be laid. Covid is not a crutch businesses should use as an excuse for not providing the services for which they were paid. As you can see from the attached documents, this stone was paid in full the day after the contract was signed, so I am unsure why deposit is even mentioned, and unless I missed something, nowhere in the contract is anything noted about 6-8 months.  And yes, ****** showed no compassion, no apology or anything. And neither did ****** when I spoke to him on May 15, 2023. He couldn’t even find my mom’s name in your computer system. I let him know I did not have a good experience with your company, all he said was, the computer never works when you need it. Again, no apology or anything. I am still waiting on a call from her to inform me the stone has been installed. My voicemail being full is an all out LIE! Just as this entire process has been. No one ever called me! My voicemail is NEVER full.  And even if that were true, an email would have been sufficient as well. Yes, I did receive an emailed picture of the headstone and in looking at the photo, I think it is very nice. There is still no date showing me when it was installed. I have been out of town for a little over month so, I am unsure where he got the idea I have seen anything other than a photo of the monument. Upon my return, I will go to the cemetery to view the stone myself. I spoke to two different cemetery representatives, on two different days who both assured me they have no record of when this headstone was installed. They don’t get notifications from outside vendors. And up until recently, because of the many complaints regarding your company installing headstones on the wrong gravesites, you never informed them either. Yes, I thanked you and was cordial, as I have always been. Respect, accountability, and honest communication could solve a lot of issues. 

  Regards,

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

*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. ↩