Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 2022 went to Carter Memorials requesting inscription for my dads crypt. Spent over an hour, got receipt paid in full. Gentlemen said it would be **** weeks bc of the heat in July and August. Winter came and went. Called to follow up in March. Lady who answered, surprised it still wasnt done. Called again in ****** was told it was marked as done. Gentlemen said he would look into it. Called in May. Excuse was that there were several people with the same last name and he thought it was taken care of. My family name is not common. Mid May my mom got a call from workers at cemetery wanting to know which crypt they were looking for. We thought that was going to be a done deal. Called Carter again in July to follow up once again. This time the gentleman told me it would be another $500!! ******, ******* went to deliver the $500 bc man claimed he thought it was one crypt, and it was for two. Lady in the office was confused bc the receipt said paid in full. Finally, today, September 7, 2023, I called and asked again about the work. Gentlemen wanted some paperwork signed. I reminded him that my mom is 91 years old. He offered to print it out and I could take to my mom. Sounded like a delay.I asked him at what point I would need to call TV stations, lawyer, or APS bc at this point they have taken my moms money and have not even started the work after 13+ months. Man said we could do it a different way, offered my money back. I agreed. Not once has anyone from Carter called me. I have had to hound them for info. Done with them! Just want to ensure that my mother gets her money back so we can start over.At 91 years of age, she wants to see this completed bc she says its likely the last thing she does for my dad.

  Business response

  09/08/2023

  The family told me that it was a companion crypt. It is not it, is two single crypts side by side. That requires both single crypts to be engraved separately. Instead of the last name going across one companion crypt, the last name has to be on both crypt fronts. Instead of each individual name and dates being on one crypt front, the individual name and dates will be on two crypt fronts. If they had told me that when they first came in this would have been completed months ago. Since the information that they gave me is incorrect, and almost twice as much work, the charge is more. Since what they said that they wanted will not work, I required a new design layout to be approved. They did not like that. She threatened me by calling the ** station.  I said that we can take care of this right now, I will send you your money back. The initial payment was returned along with the uncashed check for the additional work.

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