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Complaint Details
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Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered and paid for a headstone for my mothers grave in July, 2022. I was told it would be completed and installed in 6-8 weeks. It is now almost a year later and the monument has still not been installed. *** made numerous calls to ***** and each time theres another excuse for why the work hasnt been completed and a promise that everything will be done shortly. My feeling at this point is that the work will never be completed. Id like a refund so that I can order the headstone from another vendor.Business response
06/07/2023
I have left a few messages for the customer. The monument has been completed and is scheduled for installation by no later then June 16.Customer response
06/15/2023
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 and the matter has been resolved. I am very disappointed that I needed to lodge complaints against the business in order to finally get results after nearly a year. It seems that I finally got their attention.
Sincerely,
***********************
Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We contracted with Eternal Monuments to fabricate and install my fathers tombstone back in April. We were initially promised an August/September delivery. We are now in January and after countless phone calls...because all emails are ignored...still no tombstone. Our family's frustration is through the roof and truly don't know where to turn. My father is still disgraced in an unmarked grave, and we are heartbroken at the lack of dignity afforded to a truly incredible man. We have gotten to the point where we call on the daily, and every day is a new excuse....took a long time for cemetery to pour foundation, most stonesetters died of covid...few left, the one she contracted has covid, rain, ice (even though we live near the cemetery and there was no ice), the stonesetter couldn't get to the cemetery, I could go on and on and on...I heard it all.My mother is elderly woman, living on a fixed income and is devastated by the situation.PLEASE HELP!!Business response
01/20/2023
The monument has been completed and a picture has been sent to the customer as requested. The monument is scheduled for installation upon weather permitting as explained to them. It should be installed by 1-31-2023.Customer response
01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I have contracted with Eternal monuments to fabricate, deliver and erect a monument at my father's gravesite, not send me a picture that *** or *** not be photshopped of a monument with my father's name on it. I am not sure how that can even remotely be perceived as resolving the issue. After paying multiple thousands of dollars in full, the issue will only be resolved with a full refund or the contracted monument delivered and installed at my father's gravesite. *****'s multitude of promises of having the monument delivered and installed have been numerous and have come up empty 100% of the time.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
01/24/2023
I have responded to the consumer via email with an updated installation date weather permitting. The monument is scheduled for installation this coming Friday 1-27-2023. It was scheduled for last Thursday but it rained. I have been in contact from the beginning with the consumer and have updated them.Customer response
02/01/2023
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
01/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My grandmother passed away in April 2020 and I hired Eternal Monuments for her headstone in March **************************************** July 2021. Dealing with them is a nightmare, poor customer service-no call backs or response from them. The headstone is not erected and I don't have a date when it will be installed. I keep getting excuses, and a lot of aggravation. My experience has been stressful and I want them to follow through on their obligations, I have uploaded the payments and the invoiceBusiness response
01/12/2022
The monument is scheduled to be installed by January 14, 2022. I have notified the consumer On January 12, 2022.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.