Complaints

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband ( GYSGT ********************************** )passed away on November 10, 2023, and his Celebration of **** services were held on November 20, 2023 at Eternal Hill in ********** **. A burial was held on Friday, November 24, 2023, at ***************** Gardens, *******************************************************, **. After numerous calls, I received a voicemail message in January that ****'s marker was in route to *********. A few weeks later ***** from SMG called to advise the granite had not arrived, and they were unable to lay the marker. The granite is to be shipped along with my marker ( suggested by ***** ) so the aging is the same over time. I also asked if a flower vase could be added before shipped. Over the past 6 weeks, I and ****'s daughter ( ****** ) have been unsuccessful in getting anyone to return our calls and provide closure on the situation. I also cannot request a discharge from Probate Court due to my late husband's burial process is not complete. I took time to go in-person on a Saturday to speak with someone. ************ promised someone would reach out. I did speak with ***** who passed this issue on to the Office Manager. I've never spoken to an Office Manager. I received a voicemail from ****** on March 5th. The office was closed so I called early morning on March 6th. I was advised she was meeting with a family but would call me back in 30 minutes. I nor ****** never received that callback. This funeral was prepaid except for some final cost of $1200 for a total of about $10K.

  Business response

  04/02/2024

  ***************,

  I first want to apologize for this situation and will be getting to the bottom of it in order to get your markers to where they need to be. I also apologize for the delay in responding, I did not receive anything from the BBB until last night. We have found out that before the manufacturer of the markers will ship the markers and vase, they are requiring a letter from ***************** Gardens that acknowledges that they will accept the markers. I will be reaching out to the cemetery shortly to secure that letter. Please feel free to call me directly on my cell phone, ************, if you need anything. I will reach out to you as well once I have spoken to the cemetery in *********. Again, please accept my apologies.

  Thank You,

  *************************, General Manager

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom It May ********* am sending this letter to inform you that my husband and I have tried on numerous occasions to address these issues and get some action taken. We have called on numerous occasions, we made an office appointment and met with ********************* to request information. I am still waiting for the following to be address:? The contract of my mothers debt transferred to my name by ******* without the Funeral home communicating this to me. ********************* stated to my husband and I that he would have *******, who handled this matter, call **. When we last spoke with ********************* was on Sunday, May 14th Mothers Day at the Cemetery. We have not received a call yet. Months and months keep going by and our issues are not being addressed.? Landscaping issues: No new sod on plot and all the weeds overgrown on plots. Its been a year and a half since the grass was ruined by some kids running their four-******* through the cemetery property. There was new sod laid on someone elses grave site, not sure why my parents plots couldnt have been done as well at the same time.? No temporary marker/plaque for my mothers grave site and no new revised plaque for my dad and brothers grave site This was requested over a year and a half ago. We have no idea which is my mother and older brothers site, which is my father plus my younger brother.? *** requested ********************* to have ***** call me. I have called and sent emails to her so we can complete and finalize my parents Permanent Granite Headstone with no results. It has been 1 in a half years since Ive been requesting this off and on in person, by phone and email.We have been told on numerous occasions that the business has a shortage of staff and grounds man. We have been paying for the upkeep of the property/cemetery and I would like to know what happens to the money for the upkeep of the grounds that has been paid already? Money is being paid for services not rendered. It is apparent with the photos attached that nothing is being accomplished. This is unacceptable. I hope to resolve these issues amicably and look forward to your cooperation in this matter promptly.*******,***********************

  Business response

  06/07/2023

  I have reviewed the accounts involving ***************** and have attempted will attempt to contact ***************** to discuss my findings. I can tell you that the sod will be replaced within the week as the weather permits and that new temporary markers have been ordered for Mr. ***** ***************** and their 2 sons (we are not able to place multiple names on them any longer, so we we order one for each deceased) that will be placed when received pending receipt of documents signed by **************** to give ** permission to do so, these documents will be sent via DocuSign by the end of the business day. As for the remaining issues, again, I will continue to attempt to contact ***************** to discuss those details with her and work on a resolution. 

  Customer response

  06/08/2023

   
  Complaint: 20152871
  
  I am rejecting this response because: I received an email and a call from ********************* to cover the some of the landscape issues. The temporary markers where discussed and in the doc sign, it stated it would take at least 90 days. The other issue again when I read the document it states that I am owner. I am not the owner of the plots but the facilitator. The verbiage needs to be changed in the document for me overseeing the process. In addition, ********************* stated, The head director Mr.**** would be calling me today to discuss the other document that was transferred in my name without my knowledge or permission. The drawings of the permanent headstone needs to be completed and discussed.  
  Sincerely,
  
  ***********************

  Business response

  06/08/2023

  I was able to speak with ***************** this morning and had a nice conversation with her regarding the issues that she addressed in her original letter. We discussed the sod issue and was explained that we will be replacing that old sod with new green sod and that the temporary markers were ordered and should be here in the next 7 to 10 days and would be placed as soon as they arrived. I explained to her and discussed the contract for her mother's funeral in a way that made more sense to her. We agreed to have **************** call her today after lunch and arrange a meeting next week to get the permanent monument designed and a proof signed off on so that it could put into production. 

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke to *********************** around September 24, 2022 about the terrible conditions of the gravesite.I also spoke to another man who said this would be taken care of.************ stated they had a weed eater. He gave the impression it would be taken care of before my next visit. There seems to be no problem with weed eating around Veterans just across from the unkept area.This is not ok. And I will be doing everything in my power including going to the media about this.You chose to do nothing. Now I must do something!*************************** The grass is now even higher.Sent from my iPhone

  Business response

  10/18/2022

  My name is ******************************* and I am the General manager of Eternal Hills Memory Gardens in **********, **. I would like to respond to Complaint ID ******* regarding the condition of the gravesite for ***************************. I spoke with *************** approximately two weeks ago to explain our plan of action and the situation. We are and have been extremely shorthanded here in our cemetery as well as extremely busy with burials. The plan was to have my new team member, started on Monday, Oct. 10, dedicate his first several days to getting that particular garden back to where it needed to be, mowing, trimming ****** and around markers, etc. Unfortunately, he never returned to work after Monday. I do have a crew in that garden today, 10/17, that is working on getting it cleaned up and back into shape. It should be completed by no later than end of day on Tuesday, Oct. 18, 2022.

  Customer response

  10/19/2022

  I will visit on October 19.  And see. But this is very hurtful and it shouldnt take all this to get them to do their job.

   

  I took good care of my son when he was living and in his death he should receive that same care.  No one should arrive to a gravesite and it look like an abandoned house with weeds and overgrown grass

  Business response

  10/21/2022

  My name is ******************************* and I am the General manager of Eternal Hills Memory Gardens in **********, **. I would like to respond to Complaint ID ******* regarding the condition of the gravesite for ***************************. I spoke with *************** approximately two weeks ago to explain our plan of action and the situation. We are and have been extremely shorthanded here in our cemetery as well as extremely busy with burials. The plan was to have my new team member, started on Monday, Oct. 10, dedicate his first several days to getting that particular garden back to where it needed to be, mowing, trimming ****** and around markers, etc. Unfortunately, he never returned to work after Monday. I do have a crew in that garden today, 10/17, that is working on getting it cleaned up and back into shape. It should be completed by no later than end of day on Tuesday, Oct. 18, 2022.

*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. ↩