Complaints

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a grave marker on December 03, 2020. The cost of the marker, and installation fees was $1261.65. After applying a "pre need credit" remaining on the pre-payed funeral contract, the remaining balance due was $763.53. Payment by Check was sent and cashed by the funeral home on December 11, 2020. I was verbally informed that the marker would take a few weeks to obtain, but could not be set until the spring due to weather. On June 7, 2021, I was informed by a family member that the marker had not yet been placed. After repeated attempts to contact them to find out status, I was told on December 1, 2021 that the marker had been sent to the wrong funeral home and that a replacement would be ordered. On February 11, 2022, I was informed that it had arrived and would be placed when weather permitted. On May 31, 2022, I was informed by a family member that a marker had been layed on the grass on the grave site and that the name was misspelled on it. Following up with the funeral home, I was told that a replacement was ordered and should be delivered by July 1, 2022. On July 26, 2022, the funeral home called to tell me the replacement had been received. I asked for a photo of the marker prior to having it placed. An image was sent revealing that the name was incorrectly set, with a symbol that should not have been there and in the wrong typeface. On the same date, I asked for the marker to be corrected and that a proof be sent to me prior to having the marker cast. On August 11, 2022, I was informed that the order had been placed. As of October 1, 2022, I have not received a proof for the marker.

  Business response

  08/16/2023

  While we sympathize with Mr. ******'s situation, Sonoma Funeral Home was simply acting as a facilitator for his family as an unpaid favor. We are pleased when we can assist. However, Mr. ****** insisted on using Thermo Digital in Concord, Ontario to purchase the marker even though Sonoma Funeral Home's parent company manufactures and sells headstones. The staff at Sonoma Funeral Home did not have any opportunity to proof the marker when it arrived as it was mistakenly delivered directly to a funeral home in another town that is unaffiliated with Sonoma Funeral Home. That funeral home delivered the marker to the cemetery. At Mr. ******'s request, a full refund in the amount of $1,261.65 was provided to him from Thermo Digital for their mistake. This is an unfortunate and severely misguided assessment of the services provided at Sonoma Funeral Home.
  

  Customer response

  08/16/2023

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

  The statements in the response are false.  I made no special request to use Thermo Digital.  If such an arrangement was made, it was made between Sonoma Funeral Home and Thermo Digital without my knowledge or consent.
  

  I requested a quote for a marker on  Mon, 2 Nov 2020 via email.  A quote was provided via email on Thu, Dec 03, 2020.  The quote was accepted on the same date.

  On Fri, 9 Dec 2022, after failing to get Somoma Funeral Home to respond to my BBB complaint, I requested the marker order be fulfilled by Tue, 31 Jan 2023 OR that a full refund in the amount of $1,261.65 be provided to me.  I received a full refund from Sonoma Funeral Home on 27 Jan 2023.  At no point was I aware that Thermo Digital was involved in this transaction in any way.  Nor was I ever informed that my marker request fell into a special category that Sonoma Funeral Home did not routinely fulfill.
  

  The following email exchanges are offered in support of this narrative.
  

  On  Wed, 11 Nov 2020 09:38:03 -0800, the following email exchange occurred:

  --****************************
  Content-Type: text/plain; charset="UTF-8"
  
  ****,
  I wasn't sure if you had changed your mind after seeing *****s marker.
  ******** marker is a 12x24.
  I'll get you a quote.
  Marlene
  
  On Wed, Nov 11, 2020 at 8:47 AM **** ****** <REDACTED> wrote:
  
  > Marlene,
  >
  > I am awaiting a quote from you for a bronze marker of the same size as
  > ****** ****** (photo provided in previous email).  You were going to go
  > to the cemetary to verify the size of the marker.
  >
  > Once I know what the cost of the options are, I will make my decision.
  >
  > Thanks,
  > **** ******
  >
  > On Wed, Nov 11, 2020 at 08:15:39AM -0800, Sonoma Funeral Home wrote:
  > > Have you decided what type of marker you want, granite or bronze.
  > > Marlene
  > >

  On Thu, 3 Dec 2020 14:47:00 -0800, the following email exchange occurred:

  --****************************
  Content-Type: text/plain; charset="UTF-8"
  
  I'll get it ordered. Marlene
  
  On Thu, Dec 3, 2020 at 2:43 PM **** ****** <REDACTED> wrote:
  
  > Hey Marlene,
  >
  > Thank you for the quote on the marker that matches ********.  I would
  > like to proceed with purchasing that marker.  Please use just the years.
  > So, the marker would read as follows:
  >
  > ------------------
  > | **** *. ****** |
  > |  1936   2020   |
  > ------------------
  >
  > **** was not affiliated with a fraternal organization.  So, no symbol in
  > between the dates in necessary.
  >
  > I will mail you a check for the $763.53 balance.
  >
  > Please let me know if you need any other information.  Thank you again
  > for all of your assistance.
  >
  > Regards,
  > **** ******
  >
  > On Thu, Dec 03, 2020 at 11:48:21AM -0800, Sonoma Funeral Home wrote:
  > > Here is the quote for your fathers marker that matches the ones on the
  > > family plot. That will match ********. We can put in full dates or we can
  > > use the years. That is your decision.
  > >
  > > The full cost of the marker is as follows
  > > Marker  $750.00
  > > Cement border  $150.00
  > > Freight  $150.00
  > > Installation  $150.00
  > > Sales tax  $61.65
  > > Total $1261.65
  > > Pre need credit  $498.12
  > > Balance $763.53
  > >
  > > Let me know what you decide.
  > > Marlene
  
  
  Sincerely,
  
  **** ******

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