ComplaintsforKotecki Family Memorials, LLC

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My father passed away from cancer on February 10, 2022. I went to K****** very soon after to select a headstone. They were very friendly & helpful to me & my son at the time. We discussed a few stone options & I was interested in one they had that was a smooth black stone in which you could have images of your loved one engraved. I was concerned about the white fading that is used in the deeply engraved images as I didn't want my dad's name or anything to fade away. Lynn assured me in front of my son that what they do is they'll go out when that happens over time & they will put more of the whitening in to bring it back, I was told I would just need to call to have that done. Seemed very reasonable to me & I decided on that stone because of that assurance. I paid in full & the stone was placed by father's day 2022 which I was thrilled with how quickly they did that for my dad & they did a great job. I had my dad's face & his favorite car engraved. I do live out of state but come in periodically & always stop there. I contacted Lynn at K****** on November 2, 2022 after my family & I visited my dad's grave, the headstone was faded already & the white areas were browning, I took a few pictures & reached out to Lynn, she never responded, November 6, 2022 Mr. K****** called me about this & stated he went out & added some more white but then informed me that it is not something they do & won't do again! I was very upset & told him everything we were told at purchase time, he basically called me a liar repeatedly & said he found it hard to believe she'd tell me that, that he has too many to do that, I reiterated that she certainly did tell my son & I this & that's why I chose this stone over a traditional one. He repeatedly said he didn't believe me, which the blatant disrespect of that was unbelievable from an owner of a business, but that he'd talk to her & have her call me. They are now both ignoring me, I reached out again November 17, 2022 to Mr. K******, no response.

  Business response

  12/07/2022

   

  When we sell a memorial that is all laser etched the memorial will still need to have some upkeep from the family. We took a photo of the memorial when we went to the cemetery upon receiving the complaint from Mrs. ******. My dad did say upon inspection that there were leaves and grass clippings covering the flush in the ground memorial. You can see from the image labeled Gannon original that you can see where he wiped the memorial with a rag and cleaned the memorial with water. The image that says Gannon 1 was after we cleaned the memorial and re treated the etched areas with highlight. We only did this because of the complaint by Mrs. ******. Since the memorial is set flush with the ground the memorial will need to be wiped clean when someone is out there. 

   

  We have been in business for 126 years and have never promised a family that we would clean the memorial perpetually for free. 

   

  We have gone back for families and re treated there memorial after a few years for a nominal fee but never for free. 

   

   

  Sincerely,

   

  ****** ** ******* **

   

   

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
   My complaint is not about my dad's stone being cleaned in any way, nor did I mention you cleaning my father's stone for me at any time, I clean my dad's stone. I was literally there the day before you were and cleaned that stone myself and also took pictures after. This is utterly ridiculous that you continue to call me a liar regarding what Lynn told me and my son, you are very unprofessional, I don't care how long you have been doing this and I am no doubt not the first person who was misled during a time of grief. That was the reason my son attended with me. Lynn has yet to even acknowledge my attempts to reach her. Let's stick to the actual purpose of this complaint, again, I was told that when the whitening fades on the stone, your company would go out and add more whitening to the stone as she explained it will fade over time, She stated it was deep etching and they just have to periodically add more whitening, you acknowledged on the phone to me that you had put more whitening in it yourself that day you went out, the issue arose when you then said you did not do this as a rule and would not further as I was told you would at purchase time. It stands to reason that I would not have purchased a stone where my dad's information can disappear unless I was told it would be prevented. I am floored that you, as a businessman, would speak to a customer the way you have me and repeatedly called me a liar. Unacceptable. I have no reason to lie, I paid for the product, I simply want it to be the way it was promised to me at purchase. The white areas of the words were browning, I cleaned it myself and it was still brown, you are claiming now that you simply cleaned it and it was white again which is not true as you told me you added more whitening at that time, it has only been down since June, it should not have even needed more whitening yet. When I go to the cemetery, my entire family of 6 is with me, they know see it and know we clean this stone, you are a rude, insensitive man. I purchased a product for you for my dad that I expect to be in top condition. I deeply regret going through and as is my right, I will gladly voice my opion and tell eveyone I can my experience with you. If you will not back up your word, or in this case, your employees word, then I want it replaced with a traditional stone that will stand the test of time, my daughter has a traditional stone, never had an issue with hers in the 18 years since it has been placed, I am deeply disgusted by this whole situation.

  Regards,
  
  ****** ******
  
  
  
  
   

  Business response

  12/08/2022

  You tell me what you want me to do, if you want me to go there and clean it once a year we can do that.

   

  If you want me to replace the memorial with a different one we can do that as well.

   

  Ed K******

  Customer response

  12/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [   To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  I had to choose Reject offer in order to be able to respond to it, there is no option to accept it and be able to answer your questions.

  I do accept your offers but in order to choose one, I just need clarity please, when you say you can go out once a year to clean it, please know I am not trying to get you to clean my father's stone, I take care of that, what I need is for you to go out once a year and restore the whitening in all the engraving so it stays bright and clearly able to be seen, I just dont want my dad's memory to fade from existence, which is the whole reason anyone does a headstone. If you are saying you will go out once a year and restore the whitening so it stays vibrant, that would be great and I would like to have that in writing outside of the BBB for my records please to avoid any issues in the future. I am concerned still as to what will happen down the road now if you are no longer there to ensure it gets done though.

  On the second part of the offer is the replacement offer, please tell what kind of replacement you are offering and all that entails. Will it be a traditional stone without engraving? Will there be an additional fee? I do truly appreciate you willing to work with me, I always fought for my dad in life and will do so even in his death, I only want to honor him with the best. Please let me know about both of these options and the details of them so i can make the best decision. Thank you again for being willing to work with me on this.

  Regards,
  
  ****** ******
  
  
  
  
   

  Business response

  12/12/2022

  I should have been more clear. Yes we would restore the whiting part.

   

  As far as replacing the memorial , you said there is one there that has never needed to be touched so we could replace the memorial with that option.

  This option would not have the photos.

   

   

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I would like to have his agreement in writing that he will once a year go out and add whitening to the stone as he has agreed to do here through you. Thank you for all your help.
  
  Regards,
  
  ****** ******
  
  
  

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