Meachum's Memorials

Initial Business Response /* (1000, 16, 2015/07/17) */
[redacted] and her husband came to our establishment on April 7, 2015 to have us create a memorial for [redacted] and [redacted]. Contract #[redacted] (see attached) was written and approved by contract signer [redacted]. Contract #[redacted] states...

memorial pricing, granite specifics (size, color) and customer requirements (lettering, artwork, picture). Additional customer specifics (customer to pick-up memorial) and picture manufacturing time period (5 to 8 weeks) are also written on contract prior to the contract being signed/approved or payment received.
Customer, [redacted], was informed by [redacted]'s Memorials, that she would be contacted, once [redacted]'s received the picture. At that time, the contract signer [redacted], would be asked to come in and approve the picture and memorial design layout for accuracy and satisfaction, prior to the memorial being created.
Customer stated that they would pick-up their memorial upon completion and would transport it to [redacted], CA. Contract #[redacted] was reviewed by [redacted]'s Memorial) with [redacted], prior to [redacted]'s accepting payment. [redacted] approved and signed contract #[redacted].
Notes: Customer stated in complaint, that picture production time was 5 to 7 weeks. Contract that was signed/approved by customer stated picture manufacturing time to be 5 to S weeks. No time requirement was noted for memorial completion date of (06/27/15). Signed contract states that lettering (canting) is included in granite price, no future lettering is included and no refunds [redacted] be given.
On June 2, 2015, [redacted] contacted [redacted]'s Memorials via phone to check status of memorial. She stated that she had not heard anything from [redacted]'s and wanted to know If memorial picture had been received. [redacted]'s Memorials) answered phone. After listening to [redacted]'s questions, [redacted] responded no, that their picture had not been received, but should be in any day. Ceramic picture manufacturing time was still within written contract time frame on June 2, 2015. [redacted] was upset, stating concerns that memorial would not be completed by 06/27/15 for ceremony.
Upon phone call ending, [redacted] explained phone conversation with [redacted] (Owner) concerning [redacted] being upset and the ceremony date of 06/27/15. [redacted] stated that it was the first time the customer had mentioned a wish date.
[redacted] contacted [redacted] via phone (06/02/15) to address her concerns. [redacted] tried to explain to [redacted] that their picture ordered had not yet arrived; however, it should be in within the next few days. [redacted] asked why nothing had be done yet and again referred to the ceremony date of 06/27/15. [redacted] explained that nothing was completed at this point because the picture had not been received by [redacted]'s Memorials and the memorial design layout had not been approved by her for any work to be completed. At that point, [redacted] put her husband on the phone. He asked the same questions concerning why everything was taking so long and that his wife was very upset concerning the up-coming ceremony. [redacted] stated that the she and the company did not want anyone up-set; however, that their picture would be in soon. Husband, again asked if memorial would be completed by ceremony dated 06/21/15. [redacted] did not give a definite "yes" answer and explained that [redacted] had not approved either their picture or the design layout for work to be completed; and that the ceremony date would be addressed when both were approved. She could not say yes at that time, because she was not sure if either the layout or picture would be approved and meet [redacted]'s satisfaction.
June 5, 2015, [redacted]'s Memorials received the ceramic picture. After inspecting the picture for quality, [redacted] was notified immediately to come in and approved the picture and design layout [redacted] stated that they would be right down.
[redacted] and her husband came immediately. Upon their arrival, both were upset. [redacted] met with [redacted] for picture and design layout approval. They stated that they were Just here to pick-up the granite and the picture. [redacted] explained that their picture and layout was ready for approval and memorial creation could begin once both were approved as per 06/02/15 phone conversation. [redacted] stated that they had contacted another company to complete the stone carving. [redacted] felt that she could not trust [redacted]'s Memorials to get the work done for the ceremony. [redacted] again stated that they just wanted the granite & the picture and was not interested in conversation.
[redacted] went to the [redacted]'s stonecutter, [redacted], and explained the situation that was happening and asked if he could speak to them concerning production time frame to complete. [redacted] would be the person responsible for creating their memorial. [redacted] went and spoke to both [redacted] and her husband concerning this situation. [redacted] stated that the time frame they were requesting should not be a problem and because of their situation, he guaranteed that their memorial would be completed within a week, putting completion time at approx. 06/12/15.
[redacted] stated that she appreciated that however, did not trust us. [redacted] again stated that he did not understand, and it did not make sense to have another company complete their memorial because they had already commissioned (paid) us to do the work and there was enough time available to meet her requirements. [redacted] again refused and stated that they just wanted the granite and picture.
[redacted] typed up (2) customer forms (see attached) that stated that they were taking the granite in good condition and accepted the granite without any lettering or design and that the customer received the ceramic photo. Forms were signed by her husband and [redacted] (Meachurn's) loaded granite in their vehicle. Picture was given to [redacted].
Summary Overview 1. Customer authorized [redacted]'s Memorials to complete the memorial of [redacted] and [redacted]. 2. Picture manufacturing time (5 to 8 weeks) was noted on the contact. Picture was received by [redacted]'s Memorial on 06/05/15 within quoted time frame. 3. Customer was aware that they would get to approve the picture and a memorial design layout prior to its creation for their satisfaction. 4. Customer requested that they wanted to pickup granite and picture and that they had contacted another company to complete work refusing [redacted]'s offer to complete work within (1) one week of picture and design layout approval . [redacted]'s stonecutter, communicated creation guarantee, (1) one week of layout/picture approval (06/05/15) to [redacted] in the presence of her husband. 5. Contract signer, [redacted], did not discuss, Insist or request that [redacted]'s be responsible to pay for work to be completed by another company at anytime prior, during or after the granite and picture left Meachurnis property.
6. Due to the adequate time frame remaining, if customer had approved the design layout and picture on 06/05/15, in conjunction with the stonecutter's ([redacted]) one (1) week completion guarantee to create the [redacted] Memorial, [redacted]'s Memorials [redacted] not reimburse any money for work completed by [redacted] Memorials. In addition, the contract signer, [redacted], took the initiative prior to the 06/05/15 meeting to contact and authorize [redacted] Memorials to finish making the memorial. At no time did the customer discuss with [redacted]'s Memorials that she would require that [redacted]'s be responsible for payment of work completed by others. Contract also states that the cost of carving (lettering) is included in the purchase price of the stone (granite). 7. [redacted]'s Memorial's [redacted] issue a check however, for $189.39 for art work paid for but not created, as written on contract #9815. Check amount is for artwork cost of $175.00, plus tax of $14.39. Check to be mailed to contract signer, [redacted], at 878 E. Pinedale Ave., Fresno, CA XXXXX. Check [redacted] be issued and mailed within 10 working days of 07/17/15.