Complaints

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/19/24, I contacted GlenRest to inquire about the installation of my husband's headstone. ******* ******* responded, stating that once payment is received, it takes two weeks for the headstone to be installed. I informed her that the payment had been delivered along with the headstone. After confirming with the headstone company, I followed up with *******, who later confirmed that the payment was received. On 9/3/24, I contacted ******* again to confirm if the headstone had been installed. She responded on 9/4/24 stating that the groundsman had not yet provided the installation list but promised an update by the end of the week. On Friday, 9/6/24, I emailed her again for an update, and she responded that the headstone had not yet been installed but was one the list. When I asked for a specific installation date and about the delay in communication, she explained that it could take two months to install and that her initial estimate was rough. She mentioned they had many markers around the same time as mine. This issue is recurring with GlenRest. I've had several relatives buried there, and each time there are delays in headstone installation, along with poor communication. In a previous experience, despite being given an installation date after they had it for almost two months, it still took another month after that. During this time my calls and emails went unanswered. When I went in person, I was given another date, which was also delayed by months. The delay in installation also causes issues with significant anniversary dates. Last time, GlenRes promised my mother's headstone would be installed by her birthday, only to later inform my father that it wouldn't happen. This current situation is approaching an important anniversary date, where the family plans to celebrate the life of a loved one with his headstone in place. These delays make it difficult to properly honor these meaningful moments.

  Customer response

  09/09/2024

  
  ** ***** ********************
  Attachments
  9:07 AM (5 hours ago)
  to info
  
  Hello,
  
  I would like to add emails to my complaint I put in this weekend for Glen Rest Memorial Estates. I have emailed forms confirming when the headstone was suppose to be installed.

  Business response

  09/16/2024

  Markers are installed between 90-120 days. Marker for family was installed within 4 weeks faster than the original time frame that was given. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother and I met with manager of Glen Rest on March 29th to design my father's headstone. The manager assured us that the headstone would be installed prior to Father's Day in June. My mom paid for the headstone in full at this appointment. The headstone was not finalized at this appointment because my mom wanted my siblings' approval. The manager said that she needed confirmation from my mom by March 31st to meet the Father's Day deadline. My siblings wanted the symbol on my mom's side of the headstone to be different, so my mom emailed the manager pictures of a Celtic Trinity to see if there were designs available. The manager emailed her back some ideas but they weren't quite what she was looking for. She attempted to call the manager numerous times on March 31st but received no call backs. I emailed the manager over the weekend and asked her to call my mom Monday, she responded that she would. The manager did call my mom and a custom design was needed to meet my mom's wishes. The manager still assured us that a Father's Day deadline was going to happen. Well, Father's Day came and my the headstone was not installed, in fact we received an email June 15th that the headstone would ship on June 19th, after Father's Day. My mom called the manager numerous times after we received the email and has never received a call back. My mom popped into GR on July 3rd to talk with the manager and she was off that day. The office helper my mom spoke to said that it usually takes 6 months or more for a headstone to be made and 30-60 from delivery for a headstone to be installed, so the manager had been lying to us this entire time. I emailed the manager on July 23rd to ask about the status of the headstone, she said she wouldn't be in until July 26th. I called Glen Rest on July 25th to get an email for the pres. of the board and the manager answered and said she would get back to me with that information; I have not heard back from her.

  Customer response

  08/07/2023

  Hey there,

  
  

  I was able to get the email for the e president of Glen Rest. He and I have been emailing back and forth, and I'm happy to say that my father's headstone was delivered and installed today. This complaint can be resolved.

  
  

  Thank you for your help!

  
  

  ****** 

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