Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Christmas Eve every year for over 15 years my family and I go to our family member's grave. We sing carols and pray. We have several loved one there, but these 2 family members in particular are the reason for filing this complaint. This year some of us arrived at the cemetery at 3:15pm and got started. We decorated his area sung, prayed like every year. I have the pics and videos of the previous years as well. While waiting on more family to arrive we said Well let's get started on our other loved one. Soon as we got over to the next site, which is no more than 100 feet away, more family members came, and we did the exact same thing there with her. One of the late members suggested that we go back over to the first site so she can lay her flowers down that she had and take a yearly picture. We agreed, as we approached our Family member site we were blindsided by a man and a woman literally tearing down things eruptively, just destroying what my family and I have done. The look in his eyes was devilish I was the first one out the car and asked him hey what are you doing sir? You can tell they was shocked to see me. Did he think we were gone? I'm not sure, but he mumbled something about animals. We did not have any food we did not have anything animals will enjoy. My mind went all the way blank the feeling I had was unbearable I was in a stance with disbelief hurt and anger all in one speechless!! Of course, words were said back and forth between him Carl, another family member and me. After a while I asked if he can get someone on the phone that we can speak with cause he was being rude and really wouldn't stop taking things down until Caral stepped in and said I think we should stop Tom he act like he call someone and they didn't answer he eventually stopped and they got in the car and left he was with the security dept. no one was in harm's way it was around 4pm the cemetery closes at 6pm he never gave us any indication that he had a problem, we was shocked!

  

  Business response

  01/17/2024

  I'm sorry to hear that you had an issue at Spring Grove while you were celebrating with your loved ones.  

  Our policies are put into place for many reasons, but never to alienate our customers.  

  Our flower policy does state that we permit flowers and plant material like wreaths and bouquets .
  We do not permit balloons as they come loose and get stuck in the trees and are harmful to wildlife.
  The reason we do not like visitors to decorate the trees is because of the damage that can be done to the branches and buds during cold and frozen weather .
  I agree that this was not handled correctly by our staff and it gives us a good training tool to use with our staff so that we don’t have incidents like this in the future.
  I would like to offer you four everlasting placements of your choosing for both of your loved ones during this year of 2024. We have a variety of placements for Easter, Thanksgiving, Christmas or for a special day like a birthday or anniversary.
  We do not want to take away from anyone celebrating their family and if you have things that you want to put out that do not meet our guidelines and have your celebration and then take the items with you it should not be a problem.
  
  
  Mark F****, CCE
  Vice President of Operations
  Chief Operations Officer
  Spring Grove Cemetery & Arboretum
  Spring Grove Funeral Homes
  4521 Spring Grove Avenue
  Cincinnati, OH 45232
  www.springgrove.org
  ###-###-#### (direct phone)
  ###-###-#### (fax)

   

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards, I'm not in position to say that the response my family and I received from Spring Grove Cemetery resolved the matter at hand. I spoke with a young lady name Pat a month ago asking her if we were able to meet. I did want to come face to face with the gentleman that shammed us all. The Guy that ruined our Christmas, furthermore, to really ask why? Pat said that wasn't a problem she will set it up and I never heard from her again. Thats now off the table, I don't think whomever at Spring Grove understand the traumatizing n position their employee put my family in.
  
  **** *******
  

  

  Business response

  01/25/2024

  ****,

  We absolutely can meet with you.  Would either this Friday 1/26, Monday 1/29 or Tuesday 1/30 anytime between 9:00 am and 3:00 pm work for you?.  Please let us know when you would like to come in.  You can respond to this communication or call Angela R*** direct at ###-###-#### to schedule a time.  We look forward to hearing from you.  Thank you.

  
  Mark F****, CCE
  Vice President of Operations
  Chief Operations Officer
  Spring Grove Cemetery & Arboretum
  Spring Grove Funeral Homes
  4521 Spring Grove Avenue
  Cincinnati, OH 45232
  www.springgrove.org
  ###-###-#### (direct phone)
  ###-###-#### (fax)

   

   

   

   

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