ComplaintsforCustom Monuments

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a standard headstone from this company over 13 months ago and it has been fully paid for since last September. This company cannot give me any answer as to when it will be installed. When I ordered this headstone I was told it would take 12 weeks! I have contacted other headstone companies recently who have said it would take 12 weeks from time of order. This company claims it is an industry wide issue which it clearly is not as other headstone companies are installing headstones in a timely manner. If this company cannot give me an answer as to when it will be installed they need to refund my money. I have a years worth of emails documenting all of this and my next steps will be contacting news media and legal action because this company is continuing to take orders from other unsuspecting grieving families.

  Customer response

  08/13/2022

  I have not received a resolution to this matter despite getting the BBB involved.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a head stone for my deceased husband. They promised I would have a stone by his one year anniversary that date has come and gone. I paid them $4,000.00 and they will not answer the phone or return my calls. My husband still doesn't have his headstone and others who had passed after him do.

  Customer response

  06/26/2022

  I have not heard from the business in response to my complaint

  Business response

  07/13/2022

  customer's statement  We NEVER give or promise any date or ETA s on headstones. It has always been Custom Monuments' protocol since we opened in 2004.
  On June 22, 2022 We contacted this family and communicated about the status of this stone. Because of the industry wide issues we and other dealers have been inundated with phone calls in regards to order status. We cannot return all these calls to the families if there isn't any change/new status on their orders. We have a very detailed messages in regards to orders, on our email, answering message and voice mail that clearly states we will contact the family when there is any change of status in their orders. Also, it is worded as so that the callers does not anticipate a return call/email from us. 
  As of our last conversation with this family, all issues was resolved.
  
  CUSTOM MONUMENTS
  ********************

  Customer response

  07/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received a phone call stating the stone was received damaged. She never offered to let me see the stone and told me the naked eye could not see the damage. I believe this to be a lie and that the stone was never delivered. It seems strange with 'industry wide shortages' that my husband is still the only one without a head stone. The other companies don't seem to be having any issues producing head stones coming in. I think if someone is calling you leaving a message the messages should be returned. I'd like to see the stone that was delivered. 
  

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩