Earl Wenz, Inc.

Good Morning *** ***,I wanted to send a follemail regarding Business Response Complaint: ***, Earl Wenz Monuments. The matter was finally able to be resolved, closed by reaching out directly "one last time" to our friend, MrWenz's employee, Michael S***, and by providing him copies of ALL documentation regarding Business Response Complaint: ***.To confirm as listed in previous communication, MrS*** was also instructed that our family, the estate was to contact Earl Wenz Monuments directly for the completion of the wall niche. Reason our family, the estate, requested that the Revdex.com intervene, and reach out to the parties who were “actually” involved with this matter for a “true representation” of what has taken place over the past year.List of details previously providedALL emails, text, telephone, and cell phone calls have been filed for future documentation purposes.Based on the communication and "current documented approval" from MrWenz, MrS*** completed the Cemetery Wall Niche January 24, This matter for our family, the estate, will be considered resolved, closed.***NOTE: Please have this documented for future reference, the fear of, prevention of, ANY retaliation or retribution towards our family, the estate, the employee, MrMichael S*** by Earl Wenz Monuments, employees, thereof...Thank You!Sincere Regards,Tammy *B***on behalf of the Estate of *** ** *** ***

In reference to "advertisement, *** *** was never told it would take about weeks to be competedFor a custom shaped memorial with a custom hand drawn design with a hand etched sceneNormally this process takes 14-weeks, depending on the orders that are all ready in
progress. time frame for memorials that are not in stock, but have normal sandblast designs is 10-weeksIf an order comes in that is in stock and just takes lettering the time is 4-weeksFor custom designs, we have artist that does the drawings and does the etchings on the memorialsSo depending on when the the memorial is ordered With a deposit we begin the process for the orderAt that time it goes in line to be completedthe memorial contract was May 31, We did not receive the deposit until July 7, At that time it became an active orderThe granite was ordered and also the foundationThe design was given to the artistWhen the design was completed, *** *** came out to look at itHe liked it and asked if he could take it to show his wife, we said yesWhen he was here, he also saw the granite memorial for their order and liked it very much.In reference to the payment being made in full, we usually ask for half down, it's what ever they want to put downWe spoke with the Fisher"s and changes are being made to the designThey should be completed within weeksAfter the approval is done, it will be 2-weeks until completion

This is in reference to #***. The memorial has been removed from the cemetery and brought back to our shop to add the missing informationIt was removed on 10-19-It will be completed and returned to the cemetery at no additional chargeWe will notify *** *** when it is
returned to the cemetery

*** *** If you and your husband's friend, ***, who was going to do this as a favor for a friend, still wants to do it for you and your family, he still has access to the equipment in which to complete itBoth during working hours and off hours as previously statedThe copies of the documents in which you refer to were only provided from the cemetery after *** found out that the cemetery's process was different than what he had thoughtIn the scanned documents you sent, the only ones which pertained to us were the designs, which were done at ***'s requestThese are design layouts, not any sort of contractThe other documents are agreements with the cemeteryAgain, these have nothing to do with our companyAs stated in the initial response to Revdex.com, if you had come to our company directly, we would have referred you back to the cemetery for them to letter your father's niche front. In reference to a verbal contract, I have NEVER had any sort of communication with you, except thorugh the Revdex.com and the Attorney General's Office of the Commonwealth of PennsylvaniaNote: If a chef who works at a restaurant tells me that he will give me a meal and for whatever reason, I don't get that meal, that does not mean I have a verbal contract with the restaurant to get that mealEven if he showed me a picture of what the meal was to look like.Regards,Bill Wenz

To Whom it may concernIn response to the complaint, we have had staff changes in our production shop and are training 3 new employees. It has set us behind in our work. We did not want to pull the stone from the cemetery until we were sure that we could have it back in a timely fashion. The memorial...

was removed  10/13/2017 from the cemetery and will be reset with the inscription added to the front and the back being carved as per the approved design with hand drawn and hand cut rosary beads per customer request. Will be completed and placed at the cemetery in 2 weeks. Tell us why here...

[redacted],  First off, the employee you mention "meeting with", was met at a social gathering which had nothing to do with our company. He is not a salesperson, but rather our company's artist. There was never any contract written up. This was done by the mentioned employee as a favor for a...

friend. There was no proper documentation put through our office, apart from a design. This is not a normal procedure for our company. All work done by us normally requires at least some form of written agreement along with the amount agreed upon for the work to be done, as well as a description of said work. We never had a written nor even a verbal agreement put through our office. Obviously, this situation does not fit our normal criteria.  "Several email and cell phone text inquiries to check on the status of completion date of the wall niche, we were informed that the cemetery required a proposal and approval from their company which was being completed."  The reason this occurred, is because your friend who works for us did not bother checking the rules of the cemetery before attempting to complete the work desired.  "Several months later of the same (9/30/2017) ... the following email was received, "if I could get any kind of answer from the people I work for I would. I will ask them for what seems like a hundredth time. If it was my business and my equipment it would have been done long ago. Very sorry honestly, I don't like being in this position, although not my fault I feel terrible. As soon as I get an answer I will let you know.""  In regards to this email, the mentioned employee has full access to all of the equipment at Earl Wenz Inc, a full 7 days a week, during working hours as well as off hours. This work is part of what he does, he fully knows how to operate the machinery as he does it on a nearly daily basis for our company. He could have brought the niche in, had the stencil cut, and sandblasted the niche with no issues whatsoever. It is a little challenging (to say the least) for our office staff to respond to an issue when there is hardly any paperwork, especially when there is no contract on an order. By our normal procedures, it does not even count as an order. It is impossible for a company to mislead you when you have no agreement with the company for the work to be done.  Had you contacted our company directly for this type of work, you would have been referred back to the cemetery, as they offer services such as this for their own niches. To call our office and expect answers when there was no written contract nor any form of agreement with our office staff is a little absurd. It would appear as though your friend who works for us may not have communicated with us as much as he leads you to believe, especially in the case of contact with me, Bill Wenz. When he had informed me that he wanted to do this for his friend's relative who had passed, I hadn't even thought we would be allowed to do this on a niche owned by a cemetery, as they already have a contract with somebody else. If he was allowed to do it, he had full and total access to our shop and equipment to do this for his friend as a favor.  To clarify:-Your complaint involves "Contract Disputes". There was never any contract put through our office.-The salesperson you list, is not a salesperson for our business but rather our artist.-The fact that you have not listed a purchase price shows that there was never any contract.In regards to your desired outcome, our recommendation is that you contact the cemetery and go through their personnel to do it, or continue to work with our artist who can do it on his own as a favor to you, as this had started out. This has nothing to do with our company.Regards,Bill WenzEarl Wenz Inc.

Thank you for the response.  If I had received return calls or an explanation from the company when I called instead of promises that it will be done right away this complaint could have been avoided.
Regards,[redacted]

[redacted],  First off, the employee you mention "meeting with", was met at a social gathering which had nothing to do with our company. He is not a salesperson, but rather our company's artist. There was never any contract written up. This was done by the mentioned employee as a favor for a friend. There was no proper documentation put through our office, apart from a design. This is not a normal procedure for our company. All work done by us normally requires at least some form of written agreement along with the amount agreed upon for the work to be done, as well as a description of said work. We never had a written nor even a verbal agreement put through our office. Obviously, this situation does not fit our normal criteria.  "Several email and cell phone text inquiries to check on the status of completion date of the wall niche, we were informed that the cemetery required a proposal and approval from their company which was being completed."  The reason this occurred, is because your friend who works for us did not bother checking the rules of the cemetery before attempting to complete the work desired.  "Several months later of the same (9/30/2017) ... the following email was received, "if I could get any kind of answer from the people I work for I would. I will ask them for what seems like a hundredth time. If it was my business and my equipment it would have been done long ago. Very sorry honestly, I don't like being in this position, although not my fault I feel terrible. As soon as I get an answer I will let you know.""  In regards to this email, the mentioned employee has full access to all of the equipment at Earl Wenz Inc, a full 7 days a week, during working hours as well as off hours. This work is part of what he does, he fully knows how to operate the machinery as he does it on a nearly daily basis for our company. He could have brought the niche in, had the stencil cut, and sandblasted the niche with no issues whatsoever. It is a little challenging (to say the least) for our office staff to respond to an issue when there is hardly any paperwork, especially when there is no contract on an order. By our normal procedures, it does not even count as an order. It is impossible for a company to mislead you when you have no agreement with the company for the work to be done.  Had you contacted our company directly for this type of work, you would have been referred back to the cemetery, as they offer services such as this for their own niches. To call our office and expect answers when there was no written contract nor any form of agreement with our office staff is a little absurd. It would appear as though your friend who works for us may not have communicated with us as much as he leads you to believe, especially in the case of contact with me, Bill Wenz. When he had informed me that he wanted to do this for his friend's relative who had passed, I hadn't even thought we would be allowed to do this on a niche owned by a cemetery, as they already have a contract with somebody else. If he was allowed to do it, he had full and total access to our shop and equipment to do this for his friend as a favor.  To clarify:-Your complaint involves "Contract Disputes". There was never any contract put through our office.-The salesperson you list, is not a salesperson for our business but rather our artist.-The fact that you have not listed a purchase price shows that there was never any contract.In regards to your desired outcome, our recommendation is that you contact the cemetery and go through their personnel to do it, or continue to work with our artist who can do it on his own as a favor to you, as this had started out. This has nothing to do with our company.Regards,Bill WenzEarl Wenz Inc.

September 25,2014In reference to [redacted]'s complaint.On October 23, 2010 we entered into an agreement with [redacted] for a memorial for [redacted]. Jr., [redacted]. and [redacted]. [redacted]. The dates on the contract from [redacted]. [redacted] are for [redacted]. Jr. Birthdate Dec. 1, 1923 –...

Mar. 8, 2010, [redacted]. birthdate Sept. 15, 1926 and for [redacted]. Jan. 13, 1955 as well as a cross and shaped dogwood flowers. We always make up a computer rendering for approval to make sure that all the lettering and dates are correct, as well as to make sure the customer likes the design they choose. This is noted that the memorial will be exactly as it is on the rendering at the time of approval, that is why we ask them to check everything carefully. If there is a mistake or change, the customer lets us know and we make another rendering for their approval. What we have in our computer is what was sent to the family for approval has the date for [redacted]’s date of birth ås Jan. 3, 1955.Somewhere around the second week of June I received a phone call from [redacted] and [redacted] from [redacted] Funeral Home stating that there were two mistakes on the [redacted] monument to be fixed. One was [redacted]’s birthdate was not Dec. 1, 1924 as stated on the contract and all the paper work we have, should be Dec. 2. The second mistake was that [redacted]'s birthdate should be January 13, 1955 which is how it is on the contract. On the rendering they were sent, it was on as January 3, 1955.
I gave the funeral home the cost for the final date for [redacted] as well as to repair the other mistakes. A few days later, I was asked if I could give them the signed drawing for [redacted]. At that time we pulled the folder and there is not a copy of the signed drawing in there, which means either the shop got rid of the shop sheets because they are very dirty or it was misfiled.Since I was unable to find signed documentation of the approval, we made up a work order to change the date of **. [redacted], even though all our records have it as Dec. 1, 1924, we changed it to Dec. 2, per [redacted] and [redacted]. We changed the date [redacted] by adding a 1 to the 3 and added the final death date for [redacted].
This work was completed prior to me openings receiving the email. I was out of town working on a mausoleum the first week of August. When I returned at the end of the week and read this email, all the work had already been completed. If **. [redacted] has a copy of a rendering that shows **. [redacted] as having Dec. 2 as well as [redacted] having Jan. 13 on it I would like to see that because it does not exist in our system.
Since **. [redacted] failed to mention the need to correct his father’s birthdate, I think it’s clear that at times there is mistakes made by families and Monument dealers prior to it being cut.Sincerely,William W

On. 6/2/2014 [redacted]. [redacted] was told that the cost to repair the lettering was 500.00 and that we would split that with her as [redacted] had told her. When [redacted]. [redacted] was told that her cost to fix the lettering would be 250.00 (Note on 4/23/2014) [redacted]. [redacted] reviewed the lettering that was to...

be lettering to go on the stone, signed off on it being correct. If I take an add in a Revdex.com flyer or the phone book and read a proof and sign off on it and there is a misspelling in it, then it is my fault as this is the fault of [redacted]. [redacted]. Please see a copy of the design that [redacted]. [redacted] has sign.A break down in the cost is pick from cemetery bring back to shop and after the repair is made at the shop reset in cemetery is 190.00 the cost to wash and chip out wrong numbers, mix granite dust with epoxy, fill in area that was chipped out and tool off after it hardens 24 hours later, cut stencil, sandblast and re clean from the sandblasting process 310.00 for a total of 500.00 .Sincerely,

Review: My mother, purchased a head stone in 2010. It included the birth dates of [redacted], [redacted], and [redacted], along with the date of death for Earl [redacted]. The birth dates, on the delivered head stone, for [redacted] and [redacted] were incorrect & did not match the paperwork approved by [redacted] ([redacted] has passed away since then). Several phone calls (6-8 total) to Earl W[redacted] by myself, my brother and my sister-in-law, since 2010 got no response for resolution. Most, if not all of the phone calls were answered in person by someone at Earl W[redacted], not left to voicemail.

[redacted] recently passed away. Attempts by the funeral home to get the mistakes resolved, as well as adding [redacted]' date to death to the stone resulting in no action or repsonse from Earl W[redacted]. I have since instructed the funeral home to use another memorial company to fix the stone and add the additional info for [redacted].Desired Settlement: This company's customer service is non-existent. It is difficult enough to have to go through the process of purchasing of a headstone, yet alone finding it flawed and getting no help from the service provider.

I want to make sure that the family receives a written apology, along with reimbursement for the repairs to the headstone.

It is important for other potential customers to be aware of Wenz' poor post-delivery customer service.

Business

Response:

September 25,2014In reference to [redacted]'s complaint.On October 23, 2010 we entered into an agreement with [redacted] for a memorial for [redacted]. Jr., [redacted]. and [redacted]. [redacted]. The dates on the contract from [redacted]. [redacted] are for [redacted]. Jr. Birthdate Dec. 1, 1923 – Mar. 8, 2010, [redacted]. birthdate Sept. 15, 1926 and for [redacted]. Jan. 13, 1955 as well as a cross and shaped dogwood flowers. We always make up a computer rendering for approval to make sure that all the lettering and dates are correct, as well as to make sure the customer likes the design they choose. This is noted that the memorial will be exactly as it is on the rendering at the time of approval, that is why we ask them to check everything carefully. If there is a mistake or change, the customer lets us know and we make another rendering for their approval. What we have in our computer is what was sent to the family for approval has the date for [redacted]’s date of birth ås Jan. 3, 1955.Somewhere around the second week of June I received a phone call from [redacted] and [redacted] from [redacted] Funeral Home stating that there were two mistakes on the [redacted] monument to be fixed. One was [redacted]’s birthdate was not Dec. 1, 1924 as stated on the contract and all the paper work we have, should be Dec. 2. The second mistake was that [redacted]'s birthdate should be January 13, 1955 which is how it is on the contract. On the rendering they were sent, it was on as January 3, 1955.I gave the funeral home the cost for the final date for [redacted] as well as to repair the other mistakes. A few days later, I was asked if I could give them the signed drawing for [redacted]. At that time we pulled the folder and there is not a copy of the signed drawing in there, which means either the shop got rid of the shop sheets because they are very dirty or it was misfiled.Since I was unable to find signed documentation of the approval, we made up a work order to change the date of **. [redacted], even though all our records have it as Dec. 1, 1924, we changed it to Dec. 2, per [redacted] and [redacted]. We changed the date [redacted] by adding a 1 to the 3 and added the final death date for [redacted].This work was completed prior to me openings receiving the email. I was out of town working on a mausoleum the first week of August. When I returned at the end of the week and read this email, all the work had already been completed. If **. [redacted] has a copy of a rendering that shows **. [redacted] as having Dec. 2 as well as [redacted] having Jan. 13 on it I would like to see that because it does not exist in our system.Since **. [redacted] failed to mention the need to correct his father’s birthdate, I think it’s clear that at times there is mistakes made by families and Monument dealers prior to it being cut.Sincerely,William W

Review: Death date on 30 year(11-1982) established cemetery plaque was transferred incorrectly onto new double tombstone 9-2012. The incorrect date was noted in 11-2012, and [redacted] party stated "Yes I took a picture of the plaque for the new stone," and yes VET okayed the mockup in 3-2012. ((My Mother in law died November 22)) In January of 2012 -monument company-representative [redacted]. [redacted]-suggested splitting the cost of changing the number 22 to 14. I agreed. Since that time, I have made many--all documented-- phone calls, some detailed emails, phone calls to the home office in [redacted],PA, and [redacted] ,PA,, and after have seen no action or received any satisfaction in the date change for [redacted]-- birthday February 9, 1914 death date SHOULD be November 14, 1982 and the date chiseled is November 22, 1982.

Reason for double name on one stone--My Mother....[redacted] died January 2, 2012.Desired Settlement: The death date for [redacted]. [redacted] burial plot [redacted] should be November 14, 1982 NOT November 22, 1982.

Business

Response:

On. 6/2/2014 [redacted]. [redacted] was told that the cost to repair the lettering was 500.00 and that we would split that with her as [redacted] had told her. When [redacted]. [redacted] was told that her cost to fix the lettering would be 250.00 (Note on 4/23/2014) [redacted]. [redacted] reviewed the lettering that was to be lettering to go on the stone, signed off on it being correct. If I take an add in a Revdex.com flyer or the phone book and read a proof and sign off on it and there is a misspelling in it, then it is my fault as this is the fault of [redacted]. [redacted]. Please see a copy of the design that [redacted]. [redacted] has sign.A break down in the cost is pick from cemetery bring back to shop and after the repair is made at the shop reset in cemetery is 190.00 the cost to wash and chip out wrong numbers, mix granite dust with epoxy, fill in area that was chipped out and tool off after it hardens 24 hours later, cut stencil, sandblast and re clean from the sandblasting process 310.00 for a total of 500.00 .Sincerely,