J. Morgan and Associates

In reference to the above acct- There has been a new foundation put in for, [redacted] and [redacted] ***.Thank you,George C [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

ID of [redacted] Dear Ms [redacted] We received your information regarding [redacted] we had her Bronze Marker scheduled to be set on Wednesday, July 8, 2015, at 9:am, the Bronze Marker was on our truck to go out, but the weather conditions was raining and the Cemetery would not permit us to set her marker, I called her that evening and left her a message on her cell phone number, she did not check her cell phone message, she was out of town at her Daughter's weddingI also told her that we need a day notice to go into the Cemetery and set her markerI plan to have the maker set this week or next weather dependent Very truly yours, KURTZ MONUMENT COMPANYDGeorge [redacted] - Owner

Dear ***:The problem has been resolvedA new foundation has been placed and the stone has been re-set.I do not know if the Memorial was accidentally struck by something, or what caused the problem.However, "Kurtz" stands behind their products.Respectfully,DGeorge C***OwnerKurtz Monument CompanyEast Maiden Street - PO Box 277Washington, PA 15301-

October 27, 2015Revdex.comHoliday Drive - Suite 220Pittsburgh, PA 15220In Re: ***Dear ***I will be in touch with the Cemetery to try and resolve this problem concerning the Cemetery MemorialAs it appears to be a problem with the concrete foundation.I will let you know on
the resolution.Thank you,KURTZ MONUMENT COMPANYDGeorge C***Owner

Revdex.com Dear ***,To confirm our telephone conversation the *** memorial should be set in the cemetery before Easter 2017.The daughter, *** ***, finally signed the Layout sketch in order for the marker Production to move forward. Thank you,Best Regards,George C***

Dear *** ***,In regard to the above complaintKurtz Monument contract is attachedPlease note the sentence which states "only the above lettering is included in the agreement" *** ** *** is the daughter of the purchaserThe purchaser was *** *** now deceased Ms
*** does not want to except the policy of Kurtz Monument Cowhich is clearly stated on the contract agreement Only the documented information on what lettering will be placed on the stone at the time of purchase is included in the signed paid in full agreement that her father signed with Kurtz Monument Company. In order to have the year of her fathers death which would be -sandblasted now on a stone in the cemetery there is a charge of $ A subcontracted company sandblasts the death date at the cemetery by using a portable compressor and sandblaster He charges Kurtz Monument and we then charge the customer The original purchaser only paid for his cemetery stone, foundation and state taxes and these charges were paid in full He did NOT pay for his death date in advance for himself There is a charge of $and for the sake of good business relations with Ms*** I made a verbal offer to her and she accepted, promising that she would rectify the complaint with the Revdex.com. Thank You, Darlene *C*** Kurtz Monument Co.*** *** ***
*** *** *** *** * ** *** ***
*** ** ***
*** * *** ***
*** * *** ***
***

March 1, 2017Dear *** ***The customer ordered a granite marker, with an in ground vase. The foundation order was mailed to the cemetery (cemetery charged for and digs & pours concrete foundation to receive the marker).The order to the cemetery was written with the specific size and
specifications needed- this included the spec for a 5” in vase hole Top Center, 1/“ down to be placed in the foundation.This request had to followed in order for the vase, to fit properly- on & through the Granite marker.The cemetery secretary made a decision not to have the Prescribed vase hole placed in the foundation.The cemetery notified Kurtz the foundation was poured. Kurtz set the marker onto the prepared foundation, obviously- the vase would not work correctly.Kurtz notified cemetery that there was no vase hole. The cemetery corrected the foundation and Re-set thee marker on to the corrected foundation.However, the cemetery did not correctly set the vase properly as the ring around the vase was not sealed. Kurtz was not aware of the new problems caused by the cemetery until customer advised me and sent a PhotoI apologize for the letters as I explained of not knowing the new problems.Customer having called times-results from my being on sales until late 11:PM, or so before I am in the office. Once I heard of the problem I had to discover what was behind the vase not fitting properly.I talked with *** *** and assured her once the weather was Permitable a crew would go there and rectify the vase with a sealant. The setting crews are not yet working daily due to wet & muddy conditions in the cemetery.This will be taken care of, as I assured *** ***.Thank you,George C***

My brother went over to the grave site on Sunday to check out the headstone and footerHe said that a new footer had been installed and that everything looks good.I want to personally thank you for all your help in getting this matter resolvedI don’t believe anything would have been done without your assistance.Sincerely,*** ***

George C*** of Kurtz Monuments called me this afternoon and asked what the problem was with the monumentI told him that the headstone was loose and coming away from the foundation and that the foundation seemed to be sinkingHe said he’d check into the matter and get back in touch with me
later today. Around 5:p.mhe called back and said he thought it had been taken care of but apparently notHe said he was going to have one of his best men go out to the grave site and fix the problem.He did not give me a date as to when this work will be done.Sincerely,*** ***

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.Buyers Beware!!!! Don't pay in full, only pay the deposit and finish once the sale is completed!!!I cannot believe this company and all their excuses. I have enclosed new pictures without the snow on them. As you can clearly see there is dirt, grim, and grass on the older stone. Darlene from Kurtz Monument Costated that the slant marker was cleaned with a mild detergent, hard bristle brush, and water and a lot of hard work in scrubbing to removing the dirt. She stated that they exhausted the "refreshing" process with much labor and toil, that because the slant marker has been in the cemetery many years the dirt was not removable.Please look at the picture with the rose and the pictures of the MOTHER and FATHER lettering, enlarge if needed. There is still grass build up in the crevices of the rose and LOOSE grass on the lettering. One would think hard work in scrubbing with a hard bristle brush, mild detergent, and water would remove LOOSE grass? One would also think since their business reputation is at state that they would WANT the whole monument to look the best it could look by at least TRYING to make the old slant and new pieces look as if they were all purchased at the same time. I clearly understood that there would be aging to the old slant but that is also why I requested from the beginning of the sale that it be cleaned to mesh the whole monument together and look beautiful for the rest of the relatives and friends that visit the monument in memory of their departed. The pictures of the whole monument, front and back; look terrible! It is very obvious of what is new and old. I am very disappointed in their service of the LONG delivery of the new pieces Disappointed in the excuses given when I inquired about our new problems each time they were brought to their attention. Disappointed in the Company for not even trying to hold true to obligations of good customer service. The price and Salesman, MrC***, were the only things in the beginning I was happy with, but now wish I would have paid the little ($150.00) more to the other company with the next lowest quoteTheir response to the dirt and grim as another option if so desired was the have the slant Pressure Cleaned at a charge. This option was NEVER even mentioned till now. I would have had them pick up the old slant when it was removed to pour the new footer and would have had that done. Darlene only stated to me in a previous conversation that they could not do a Chemical Wash at the cemetery due to Environmental Protection and assured me that it would all look beautiful when completed.I believe they were just upset that I reported them to the Revdex.com because I was wondering where and when these pieces were going to be completed because the Salesman told me it would be done in ten weeks by Labor Day. I believe that they did not even try to please the customer once they were upset, they just placed the pieces and left, hoping to never hear from me again, since it was already paid in full. As for a resolution to this mess, I am not sure there is one. I really wish the option to have the Pressure Cleaning was given to me earlier. Maybe they can do that FREE OF CHARGE for all the hassle the family members of the departed and I have been through over this sale.
Regards,
*** ***

Hi ***,Thank you for your prompt response to my requestAttached find a copy of the original invoice and other related documents.The response from Kurtz Monument includes some untrue statementsFor my family, though, the bottom line is that we signed a contract for this headstone on August 1, Today is March 30, 2017, and we still have no productMy mother and I have experienced much stress and many sleepless nights after George's late evening phone calls that included unnecessary argumentsWe do not want other grieving families to experience this emotional pain over a purchase.Sincerely,*** ***

The contract request to "re-fresh" the slant marker was completed free of charge by Kurtz Monument Companythe slant marker was cleaned with a mild detergent, hard bristle brush, water and a lot of hard work in scrubbing to remove the dirtThe majority of the dirt would not come off, because the slant marker has been in the Cemetery many years and the dirt was not removable by "refreshing" the stoneKurtz exhausted the"refreshing" process with much labor and toilKurtz tried very diligently to remove the old grime and dirtThe customer has another option if so desired Pressure Cleaning at a charge is available

On Tue, Mar 29, 2016 at 8:37 AM, Kurtz Monument Company <[redacted]> wrote:The check was mailed out March 26, 2016, attached is a copy of the check that was mailed, we were waiting to make sure her check cleared the bank. D. George C[redacted]OwnerKurtz...

Monument Company

March 15, 2016 [redacted] In Re:    Revdex.com ID [redacted] - [redacted] Dear Patricia Cook: Kurtz Monument Company does not send a card to potential customers, therefore that piece of information did not come from Kurtz Monument. Company. Kurtz mails a Letter of...

introduction and sympathy, along with a brochure illustrating Cemetery Memorials, We have been able to.help people in a time of need, providing them with the information, and advising of our affordable prices and beautiful craftsmanship. Our letter is not an offensive one, on the contrary, the letter provides much needed information, of-which I personally have been "thanked". by thousands of people for the mailing through the course of time. Our letter.and brochures are mailed out 10 days after the,passing of a person. The phone call is made between 3-6 weeks after the passing"of a person. Once again Kurtz Monument Company only wants: to assist and help people. Respectfully, KURTZ MONUMENT COMPANY

In response to Kurtz Monument Company’s reply to you, I would like to comment on their reply. I was told by the Salesman, Steve C[redacted] before I put the order in on June 24th that it usually takes 4-6 weeks but because this was a special order size on the 8’ Base that it would be done by Labor Day (September 5th). That would have been 10 weeks and I agreed to that, I was not aware that he did not put that date on the Contract and only put ASAP.
Kurtz policy of collecting all the money that is owed to the cemetery up front, so they can be paid, or the cemetery will not pour the footer is understood. Although at that point Kurtz was paid in full the amount of $3812.52. On August 23, 2016; George C[redacted] (Owner) called me on a three-way call with [redacted], from the cemetery and discussed the placement of the foot that was to be poured that day. On August 23, Kurtz mailed out a Bill in the amount of $100.00 to remove previous footer. I choose to wait to want to pay this because since I paid in full the previous Contract amount of $3812.52, I felt that since I had the option to only pay $2500.00 as a deposit and allowed to pay the final amount once completed, that this bill would be taken care of once the job was complete and it also didn’t look like it was going to be done by September 5th and I was already fearing I was out $3812.52 if they did not complete the Contracted job.
August 31, 2016 is the day that Darlene C[redacted] called me in her unprofessional manner. As stated before she called to tell me that they quoted last year’s cost to pour the footer and that there was an extra $100.00 to remove the previous footer. I explained to her that I received her bill for the $100.00 and I was willing to pay those additional fees once the job was completed to my approval, since I already paid the full amount instead of just the deposit of $2500. In response to her reply that my payment in full was my choice and that it was not was not requested, she is correct in that. She could have been waiting on $1521.92 as the After Erection of Said Memorial amount to be paid if I only paid the deposit of $2500.00 instead of balance amount of $209.40 that she was demanding. So when she states that Kurtz Monument Company paid it and that all the money collected from the customer for cemetery purposes went to the cemetery that also is correct, although they could have taken out the additional $209.40 from the original paid amount of $3812.52 and added the additional $209.40 to the After Erection of Said Memorial to be paid once completed. You would think that any Business person could understand those practices but she just could understand what I was trying to explain to her and she kept getting louder and louder and more irate as I tried, so I just stopped and told her that this was no way to treat customers and I would talk to her about this when it was a better time for her that obviously there was something else going on that she was taking it out on me. As for when I sent them the payment that she demanded it was mailed out on October 9, 2016 when I sent them back the Sketches of the Memorial that I received on October 6, 2016. That is what I was waiting on because in our phone conversation on August 31st , she said that they were sending out the sketches for me to look over and sign, if everything was as requested. If not I would need to make the corrections to the sketches and send them back. I reviewed them, made corrections, and yes I signed them because I thought that was authorizing them to make those corrections.
I called Kurtz’s on October 14, 19 and 20, left a message with Debbie and Mary to have Darlene to call me. On October 18, 2016 they sent me again the same sketches as previously sent to me without the corrections. When Darlene called back on October 20th she stated that it was on the truck but they were waiting for the foundation to be poured. See how thing keep going wrong? I told her that George (Owner) knew that Steve from the cemetery already poured that on August 23rd and that was a LONG time ago. She then stated to me that they would be out next week to place them, as long as the weather permitted. That would have been the week of October 23rd and the weather was beautiful.
On November 4, 2016 I filed this report with Revdex.com. On November 10th Darleen called and said that it been there all along. Her secretary received the corrections that was sent back on September 9th and placed the order on hold. Darlene did not know why she did that and they would have completed the job if they knew that I sent those papers back. She states that the stones are there with the design that they sent me and not the corrected design. They will make the corrections to a new set of sketches and send it back for my signature. She claims she knew nothing about the name [redacted] being boxed on both sides of the plinth and that they will need to correct that too. I received those sketches on November 12, 2016. I sent them back signed and with one question about how the vase was drawn on that sketch. On November 28th at 8:22pm, George (Owner) left me a message to call him back. On November 29th, I called and left a message with Mary that I was retuning his call. Again on December 1, 2016, I left another message with Mary to have him call me. At 9:52 pm that evening he called back and stated they called the cemetery and they would be placing the monuments sometime within a week per the weather cooperating. This is now December 8, 2016, six months later and paid in full, my fault because they didn’t receive $209.40, the cemetery’s fault for not telling them the footer was poured even though they paid them the cemeteries fees, the secretaries fault for putting the order on hold even though they already had everything done on the stones and plinth according to their sketches without my approval and now they have to make these correction, and what else can they come up with? Everyone else’s fault but theirs for poor managing of their company? I have documentation if you require it to email or fax to you, I just didn't want to Take up any more time involved in all of this if you didn't need them.

ID of [redacted] Dear Ms. [redacted] We received your information regarding [redacted] we had her Bronze Marker scheduled to be set on Wednesday, July 8, 2015, at 9:30 am, the Bronze Marker was on our truck to go out, but the weather conditions was raining and the Cemetery would not permit us to...

set her marker, I called her that evening and left her a message on her cell phone number, she did not check her cell phone message, she was out of town at her Daughter's wedding. I also told her that we need a 5 day notice to go into the Cemetery and set her marker. I plan to have the maker set this week or next weather dependent.    Very truly yours, KURTZ MONUMENT COMPANYD. George [redacted] - Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I took the email letter from the Revdex.com and the letter they received from Kurtz Monument Company (which I received on 10/29/15)  to the [redacted] Cemetery on Friday, October 30, 2015.  At that time, the caretaker of [redacted] had NOT heard anything from Kurtz (whose letter to the Revdex.com was on October 27. 2015 stating they would be in touch with the cemetery.)  As of Monday morning, the cemetery called me to let me know they still had not heard anything, but a phone call from Kurtz to [redacted] was received in the afternoon of Monday, November 2, 2015.  A verbal agreement was reached, stating [redacted] would repair the headstone and the cost would be covered between [redacted] and Kurtz.  Although the cemetery does not handle work on the land after mid-October, due to the warmer weather for the next 2 weeks, [redacted] will start work now to correct the problem. A time frame for completion cannot be made at this time due to the fact that with colder weather, it will take the cement longer to completely dry before replacing the double headstone back onto the foundation.  [redacted] Cemetery has been absolutely wonderful in helping resolve this issue.    I still do not understand why Kurtz Monument advertises an address at [redacted] when that specific location is an alteration shop that has been there for 17 years  All phone calls, including the [redacted] number, rings in the corporate office out of Washington, PA.  But, false advertising was not my issue, only a question.  The issue of the foundation for my parents headstone not being properly installed was the complaint, and, hopefully, on its way to be resolved. I thank the Revdex.com  and for the [redacted] Cemetery of [redacted] for their help in getting this issue resolved.
Regards,
[redacted]

Response to the Kurtz Monument Company message about complaint ID [redacted]. Mr. George C[redacted], President of Kurtz Monument Company, replied to a complaint that was submitted to the Revdex.com against his company on March 9, 2017. In his response, there were a few untruths and discrepancies. My mother trusted Mr. C[redacted] to be knowledgeable of the cemetery policies and to sell her an appropriate product. My mother was purchasing a headstone for the first time in her life. Kurtz Monument Company has been in business for 112 years! She did not expect him to come back a week later and ask for an additional $1400 for a different material than what he sold her. If he had told her prior to signing the contract that there might be an additional charge, she would not have agreed to the contract as written until she knew the full price of the product. As we dealt with this company throughout the process of trying to get a delivered headstone, I asked Mr. C[redacted] to communicate only with me because every time he or his wife, Darlene, called my mother, she became very upset. They called her to ask for additional money and argued with her because she did not know the cemetery requirements. I called the company on Tuesday, March 21 and left a message for George C[redacted] to call me before 7:00 PM. He returned my call at 9:00 PM on Monday, March 22. I asked him the status of the headstone and he said that the materials had not yet arrived. I told him that he had had our money since August 1, 2016, and I expected a product as soon as possible. He offered excuses about the cemetery requirements and having no control over the speed of delivery. I told him that I have never worked with any business that took 8 months to deliver a product. He then said that I had not returned the rendered sketch of the design. I never received a rendered sketch and told him so. He argued with me that I had received it and I told him that I had never seen it. I told him to email me the sketch and I received it the following day, March 23, 2017. It was not acceptable. The designer had abbreviated the months of March and February (Mar. and Feb). I requested a new sketch with the months spelled. They returned another unacceptable sketch with a period after February (February. 00, 0000). The same day, I returned that sketch and asked for the period to be removed. Mr. C[redacted] said in an email that I had finally signed the sketch. I received the initial sketch on March 23, 2017, and after two additional revisions and consulting with my two siblings after each revision, had the rendered sketch of the design signed and delivered to the Kurtz email inbox on March 24, 2017, less than 24 hours after receiving it. I did not hold up the process at all. I have never felt so helpless as a consumer in dealing with non-delivery of a purchase. Nor has a business owner ever treated me with so much disrespect. I live 400 miles from this business so I could not visit in person to ask for better customer service. Thus, the complaint to the Revdex.com of Western Pennsylvania.

July 18, 2016 [redacted] Revdex.com 400 Holiday Drive - Suite 220 Pittsburgh, PA 15220 Complaint:  [redacted] Dear [redacted] In response to the complaint customer called Kurtz Monument Company the day Comcast had line failures. When Kurtz numbers were called a recorded message...

come on saying "this number is not in service", however Kurtz Monument Company was in service and still is since 1905. Were operational that evening until this day. Customer who complained pruchased a Cemetery Marker December 30, 2015, for $2,000.00, a Bronze Cemetery Marker. The customer only placed a deposit of $10.00, customer was told and it is written on her contract the Memorial will not be placed until after it is paid in full. Once the Memorial is paid in full, the process times approx 90 - 120 days. Customer paid Memorial in full mid April 2016. At that time it was ordered. The marker has come to Kurtz from the Foundry and will be set into the Cemetery in the near future. Respectfuly, KURTZ/MONUMENT COMPANY D. George C[redacted] Owner