Complaints

• Initial Complaint

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Everlasting Monument was hired and paid fully to prepare a headstone for my husband over 15 months. Understanding it takes time for special order it has taken over the time frame. I gave contacted **** the owner many times. On occasions he never returns email or phone follow us as he promises. He continues to use no staff to support not completing the work or it's in ******* on its way or the blasting company is working on it. Last conversation Last week I explained to **** to refund the money and I will go elsewhere. He states no that will take even longer for you. I told **** I will move forward with a claim against his company in two weeks.

  Customer response

  10/14/2024

  I have not heard from the business in response to my complaint.

  
  

  Business response

  10/28/2024

  See attached response.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Mother-in-law ******************* purchased a monument on 6/12/23. Monument was supposedly on "the next truck" as of 4/16/24. It has not been delivered or installed, business does not answer their phone, return messages or answer emails.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 2023 my parents purchased in full a monument @ Everlasting Monument. In the last 15 months we have contacted the owner to be only given excuses. I understand delays but, in this case, this is just bad management. **** the owner will not contact you as he promises and when you speak with him, he is not interested in hearing your concerns. The company has been paid for a product and service and now is not interested in the delivery. This company has owned my mom a partial refund and still no check. I would NEVER recommend this company to anyone. It's proven to be untrust worthy. Sadly, my dad passed away last April and had no idea he would not have a monument a year later.

  Business response

  05/20/2024

  See attached response

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and paid in full for my mother monument on 6/27/22. At the time I was told it would be 6 months until completion and installation. I understood the issue with backlog due to covid. I waited a year with no word, aside from giving approval of the proof prior to engraving. Last summer, I called and spoke with the office person. She told me it was engraved, just waiting to be polished/finished. She apologized for the extended wait and said she had asked the factory to expedite so I could be installed. Initally I thought they had contacted the pastor at the church and it had been installed. I don't attend or live close to the ************* to check on it personally. A couple weeks ago a church member contacted me asking if I knew when it would be delivered. I sent an email to the owner, *************************** and didn't receive a response.I called the company and spoke with a different employee. She was quick to tell me she didn't work there last summer and didn't know what was said. Apparently she screens the owner's email as she said she saw mine. She said she'd call the factory and call me back. Another week rolls by and no return call. I called them and she specifically told me it was finished and waiting for shipment. She couldn't give a shipping date. I explained the pastor was retiring in 2 weeks (Easter Sunday is his last day) and that there wouldn't be anyone there full time to oversee the install. She said she'd talk to the owner and see if it could be (once again!!) exedited. No response. So today I call again. She told me it was at the factory waiting for sandblasting/engraving!! After telling me it was waiting to be shipped last week! She was extremely rude. Put me on hold and hung up twice. Refused to give me the name or number of the factory so I could inquire personally about the status. Just toId me it is in **. I told her at this point I was willing to go get it personally. Told me she'd have the owner call me. Not holding my breath.

  Business response

  05/20/2024

  See attached response

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/6/21 my mom ordered my grandmother's headstone from Everlasting Monument Company (EMC) who passed away in Sept. 2021. Through the probate court system & my grandmother's estate, a check **********) was written for full payment of $610.61. Initial promise of delivery was Sept. 2022. My mother has inquired on several occasions when delivery would happen but only told sometime later but still no delivery and another followup call. Mom asked me to followup in May 2023. During the week of May 15 I called and spoke to the owner (Mark K********). I kept my converstion cordial despite my family's frustration and he was irate/impatient with me (of which he admitted to) and said it was at the engravers with a delivery date of 4-6 weeks. Still no delivery/communication from EMC so I followed up with another call today (6/27/23). The front desk said it will be 4-5 weeks plus the holiday week. I also asked if they could contact the engraver to see where it was in the que for a delivery date but they refused to do so saying that the engraver company would have to hault all of production to try to find a single stone. I asked if there was an order number to use for reference in the inquiry & the front desk still refused to follow up. Every call has another excuse. The only communictions are when my mom/I have called to find out some information because a promise date has passed & then hear again "should have something in ## weeks". We have been cordial in our inquiries but was met with a lack of professionalism by the owner/staff. In fact, my mother was afraid to push too hard because she was also afraid the headstone might be finsihed wrong. Complaints on the BBB website & google have increased our concerns and thus I file a complaint. It's not only for our family to have closure but also for the respect of my Grandma.

  Business response

  06/27/2023

  On 6/27/23 Ms. ******* did contact Everlasting Monument for a status update on the monument for her Grandmother.  She was spoken to in a courteous and calm fashion. 

  Ms. ******* was told that the stone was at the Engraving company but that they are extremely busy and have a large backorder.  When Ms.******* requested that a call be placed to the Engravers, she was told that this would be a disruption in their work as everyone at this company has a specific job to complete in order to get as many monuments out to their customers as possible. 

  As to the comment that Ms. *******' mother was "was afraid to push too hard because she was also afraid the headstone might be finsihed wrong" is an offensive and ludicrous statement.  Everlasting Monument has been in business for well over 40 years and would NEVER stoop to retaliating against a customer or anyone else because they were "pushing" for answers or wanted their order sooner.  We strive to provide a product that can be a source of enduring pride for our customers and their families in the years to come.  While this product does take an extensive amount of time from the order date to the final installation, we treat everyone with professional and respectful care.

  The monument for Ms. ******* loved one should be installed within the next one to two months, but again, this depends on a variety of variables that are out of our control.  

  Customer response

  06/27/2023

   I am rejecting this response because:
  
  Earlier today I was told 4-5 weeks and now it has grown to 1-2 months (4-8 weeks)?  The date is constantly changing and we deserve to know exactly where the stone is in production as payment was made in full over 18 months ago.  We are constantly told a changing date.  I want to know when it will be engraved, when it is shipped and when it will be installed.  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 28th, 2021 my family and I paid a deposit of $600.00 to Everlasting Monuments, 2238 Patterson Street, Greensboro NC for a flat Granite headstone for our deceased parents, and we were told it would be delivered in 4 to 6 months. It has now been over 1 year, and we have not received our parents headstone. We have been making numerous phone calls over the last year speaking with several representatives asking for any updates and they never were able to provide any information as to a delivery date, only to be told, they don't know. I was even hung up on by a representative when trying to get an update. My sister tried also with a phone call for an update, and never received a call back after being told, they would get back to her. One instance I called back in March 2022 and was told by a representative that 40 headstones had arrived and she pulled up list and said "I found your parents names and they are 15th on list for delivery" only to be told by another representative on April 27th, 2022 she didn't know why we were told that, representative nolonger there. It has now been over a year, Mark called me on June 7th, 2022 with an explanation that he can't get an answer from the supplier, E-Mails not being answered, not answering phone or returning phone calls, only say they are backed up. We would now request our deposit be returned in full ($600.00) since the contract has not been fulfilled. I last spoke with Sylvia on 6/22/2022 and was told no answer to our request for an update on delivery of headstone, Mark may call back, it is june 23rd and no return call and to state it has now been over a year to state again, Everlasting Monument cannot give an answer. We should not have to wait over a year for an answer or resolution. We want our deposit of $600.00 back, we will not accept anything less, as again the contract has not been fulfilled, my family and I are sick and tired of the explanations, just submit our refund. A deposit is a contract.

  Business response

  07/15/2022

  July 14, 2022

  Mrs. Neal,

  Thank you for your letter.  Yes, every situation does have 2 sides to a story.  We were entrusted to provide a memorial grave marker for Mr. ****** family members.  At the time, things were backed up by the granite manufacturers but gradually started getting worse with supply chain issues; shortages of workers, shortages of granite, truck drivers, parts & machinery breaking down (most parts are made overseas).  2 weeks ago I personally delivered the stone to the engravers so it is 85% complete at this time.  I have called Mr. ****** and he is aware of everything I just mentioned and seemed to understand.  We are working diligently to get this delivered in such uncertain times.  Thank you for giving Everlasting Monument the opportunity to enlighten a situation we have no control over.

  Customer response

  07/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  I did speak with Mark on 7/6/2022 and he reaffirmed that the stone had been cut and delivered with the lay-out and all engravings. Glad to know it is 85% complete. It has been a year .

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased grave marker 06/17/21 and order hasn't been completed. Called three times in 2022 spoke to various personnel promising to call and never did. Finally spoke to one individual last week and they couldn't explain when I should expect grave marker to arrive due to granite shortage. Everlasting did not set correct customer expectation initially when they demanded payment and knew there would be delays. Initially they said a minimum of six months and in November 2021 sent letter to customers apologizing for delays. Now we're five months in 2022 and still no headstone and nothing but excuses and lies from Everlasting Monument in Greensboro. They want to blame it on their supplier but anybody with sense would find another competent supplier who could deliver in a timely manner. This dismal business practice needs to cease requiring payment to initiate order and customers don't know when to expect the product. I can see why this company is not a BBB member.

  Customer response

  05/20/2022

  I have not heard from the business in response to my complaint.

  The issue is not resolved as of 05/20/22.

  Business response

  05/20/2024

  See attached response.

  Customer response

  05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Never Again!

*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. ↩