Complaints

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased 2 graves at Memorial Gardens of Columbia when my mother passed away in 2012. They were for ********* ** ****** and ***** ** ******, Sr. We had bronze markers installed at the time that included her name, birth and death dates, as well as, my father's name and birth date. On June 9, 2023, I met with Ronnie S***** at Memorial Gardens and paid $534.00 to add my dad's death date of September 6, 2021 to the plaque. He estimated the item would be in within 2-3 weeks, and that he would keep me updated via email. I heard nothing from him so I followed up on August 29,2023. He said the plaque had not arrived and that he would call me when he received an email alerting him that it was shipped. I called again in November 2023 and received the same message, only this time Mr. S***** was quite rude. Telling me that he had no control over his vendor and I would get the plaque when they made it. I asked if he would follow up with the vendor and he said there was no need. They would get to it when they could and ship it to him. I asked for the name of the vendor and his order number. He refused to share it with me. I called again and spoke to Cynthia on February 2, 2024. She said she didn't see that it was int but would "walk out to the grave to see it was installed and call me back". She has never called either. I want the plague installed or my money returned. I could have ordered the tiny bronze plaque for far less and had it installed by now. This has caused me and my family much anguish and is unacceptable.

  Business response

  03/18/2024

  Our memorial vendor has experienced difficulties such as machinery failures. It has taken several months for them to replace the machinery.  At this time the manufacturer is pretty far behind in production. The manufacturer has told us in February 2024 this scroll would be "cut' very soon. That was the info reported to the purchaser. Since then, there has been another hiccup with the manufacturer and our company is looking elsewhere to see if we can use another manufacturer to assist with this order. We ask for patience in moving forward and fulfilling our commitments. 

  Customer response

  03/26/2024

  This is unacceptable. The company has not operated in good faith. Nine months have passed and the business has done nothing to resolve my claim. They have still not contacted me personally nor refunded my money. 
  I want my money now. 
  

  I’ve found several companies who could have delivered my father’s bronze marker months ago. The company has scammed me. I want my money refunded. 

  Business response

  04/04/2024

   

  4-4-2024

  Please send all inquiries/issues to my email: GAustin@FaithfulHeritageHoldings.com  (Gwen A***** - FHH Regional Administrator)

  Due to the difficulties we have experienced with our contracted bronze manufacturer, Memorial Gardens of Columbia has been instructed to reorder their memorials through a different manufacturer. The death scroll for Mr. James Davoll should be received within the next eight weeks...hopefully sooner.

  We regret any added grievance to the family. The manufacturer, nor our cemetery, could not foresee the series of unfortunate events which have placed our memorials behind in production. We are doing our best to correct any inconvenience this situation has caused.

  Respectfully, 

  Gwen A***** - Regional Administrator

   

   

   

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