Garden Plaza Hotel

We regret that your experience with our Spring Grove Family of Companies has not been satisfactory especially given your resent loss and even more recent cancer diagnosis.In response to your Complaint:In June of 2015, we confirm that you entered into a time payment (year) contract with Spring
Grove Cemetery for the final cemetery needs for you and your sister, *** *** ***We are able to finance cemetery contracts internally and were able to offer 0% interest for the term of this contract with a significant discount.We regret the loss of your sister in November of We acknowledge that we did not get the marker started immediately after her passing due to an internal System given that payments were still being made on your contract with the cemeteryOnce discovered, we did create the proof for the markerWe did not have the granite blank required for this marker in our inventoryIt required placing the order with our SupplierWe placed a complimentary bouquet on your sister's space in January which was removed on March 9" during our first scheduled pick up for this new year.The special order blank marker was delivered late last week, uncrated and driven to the location where the finishing work (incising of the granite) was completedThe marker was returned to the cemetery 3/and has been set at the site of your sister's gravesiteAgain, we do apologize to you and your family for these delayYour sister's gravesite is properly marked at this timeWe would offer to place an additional complimentary bouquet at this site if you so choose.In June of 2015, you also entered into an insurance policy with *** *** *** *** *** for yourself which was set up on a year termUnlike the cemetery, the law requires that funds being collected to prefund funeral needs be held in a trust or an insurance productSpring Grove Funeral Homes use *** for this purposeWhile the cemetery is able to extend 0% financing and no penalty for early payoff for cemetery items, we are unable to offer these same terms on your funeral insurance policyThe terms are controlled by the issuing company.This policy is portableShould you continue to be unhappy with our Spring Grove Funeral Homes, your policy would follow you where you choose to go provided that you continue making the required payments and all requirements are met.I would be available to sit and review all documents associated with your contracts with yourself or your POA and answer questions that you and your family may haveWe regret that there has been difficulty but we certainly hope that we can restore your faith in our company.Sincerely,Pam D* ***Family Service Manager

Prior to this complaint,  we had left messages for [redacted] with no return call. We were able to reach him last week and resolve the issue. It was always our intention to replace the urn per his request, just could not reach him to complete the transaction. We are actively working with [redacted]...

[redacted] to complete his request and replace the urn.