ComplaintsforElmwood Cemetery Memorials

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went on August 5, 2022 and signed all the papers and paid in full for everything for my mother&#**;s funeral. It should have been completed in November 2022. I have not heard anything else being done except a slab has been put down on her gravesite.

  Business response

  02/09/2023

  We have been in constant contact with ********** a number of times since he made the purchase on August 5, 2022  The granite was ordered on August 5, 2022 and confirmed by the Quarry on August 9, 2022.  This is a special order since he wanted a certain color and certain size which we did not have in stock.  He approved the drawing and dated it on August 18, 2022 and mailed to us which was received on August 29, 2022 because he could not electronically sign the proof.   We then ordered the colored photo and was completed and now in our possession waiting for the granite to arrive so it can be mounted.   We were notified that the cemetery poured the foundation September 29, 2022.

  We are waiting on the quarry to get the granite to us so it can be lettered by us and then set as soon as possible.   As a matter of fact, My staff even called him yesterday with an update from the quarry that the granite is in the que and left a message as to status.  

  Per the contract (I will not attach it unless he grants permission) we told him and it is listed on the contract for 120 to 150 business days from the date of approval which was August 29, 2022.  If you calculate this time with the Holidays, we are only 105 days in give or take so we are within the time frame still....we still have another 7 weeks to go before it becomes an issue.
  

  Most every Granite Retailer is having issues with time due to the supply chain.  Delays with production, delays with transportation, etc.     We have been in business for 100 plus years so not as if we are fly by not operation.  If he goes elsewhere, he will go back to the starting point and waiting another 7-8 months for completion.  

  If he wishes to choose an alternative color that we have in stock, then it can go in production and set in 3-4 weeks, weather permitting.   However, he wants to stick to the color he selected, then he has to wait.  The problem is that you want both the top and bottom pieces to match...if not, then is then another problem and starting back from stratch.

  Respectfully, 

   

  ************************************;

  219*844*7009

   

  
  

   

   

   

   

   

   

   

   

   

  Customer response

  02/10/2023

   I am rejecting this response because:
  This information was not explained at our meeting they did not say it was coming from ****** and they are only open monday thru friday .And how dose there office only show 105 days out off just over 5 months. I was contacted yesterday and it was only then that this was told to me about the delays we -my family has been calling them about any updates they have not reached out to us as he said. Thank you for your help. 
  
  

  Business response

  02/10/2023

  I spoke to ********** yesterday afternoon and provided my email so he can be in contact with me directly and explained to him about the situation.   I then told him that we would be in contact no later than Tuesday, Feb. 14, 2023.  ********** responded to my email today at 12:37 pm and said Thank You. 

  This morning, I was looking for alternative options for ********** with other suppliers.  No one has slants with bases that match in stock.  I have this color slant in stock, but I do not have a base.  As I explained in an email that was sent at 1:01 pm, that these two pieces will not match.   However, if he was to sign a waiver, I would complete the slant in a few weeks and then mount the base when it arrives.   However, I cannot guarantee that the colors will match.  I even provided him a photo of the stone that we have in stock. 
  

  After I received his response from the BBB, I called and offered his money back, less the charge for the stainless steel photo that he ordered which is completed.  This photo can be given to another dealer to mount so there would be no delay in waiting for a photo.  I also would deduct the cemetery foundation charge which has been paid and they have already laid the foundation...so that does not need to be done as well.  Therefore, he would get all his money back, less the cemetery fee, credit card fee used for paying to an outside vendor and the photo.  His entire return would be $1909.05.  However, I did explain to him that if he goes to another dealer, then it would be back to the starting point waiting for the granite to come in and then who knows how long they would take.  The quarry that this granite comes from is now telling us on orders in 2023 to allow for 7-8 months just to obtain the granite. No one else owns this quarry...so every dealer is in the same boat. 

  That being said, he told us to move forward....

  Respectfully, 
  

  ******************************;
  

  Elmwood Cemetery Memorials 

  Customer response

  02/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

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