Ms [redacted] I spoke with Ms [redacted] at approximately 10:00am Friday 6/3/ I feel we had a positive conversation She was receptive to our explanations of the circumstance I feel her bigger concern was our response to this situation and lack of urgency While company policy does dictate that we have 5-days to complete a service order request, this situation obviously required immediate attention If the staff at Graceland commits to a deadline like "right away", our expectation is that it should be taken care of "right away" I apologized to Ms [redacted] and her family for not meeting that request in a timely mannerThe good news is that we did have a manager on site ( [redacted] ) Thursday and he did meet with a member of the family around 12:00pm He contacted me and made me aware of the situation (before being contacted by the Revdex.com) He said that as of approximately 1:00pm on Thursday this service request was completed Ms [redacted] said she will be visiting the site today I have given her my direct contact information should this (or anything else) not meet her standardsAgain, I apologized for any inconvenience her or her family may have been caused by this I stressed to her that the staff and managers do care about the families and reputation of Graceland Memorial Gardens within the community and I appreciate the opportunity to improve our cemeterySincerely, [redacted] Region ManagerGraceland Memorial Gardens / Bronze Stone Group
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 Regards, [redacted]
*** *** and *** ***, I understand your concerns regarding the engraving for the memorial. First and foremost, I apologize for any inconvenience or miscommunication. Rest assured your engraving has not changed and will never change. That's the great part about
granite. However, the part that is changing is the "litho" or paint that is used to "highlight" the granite. Any type of man made product added on to the stone will eventually wear off. The information provided that the paint was not covered by warrenty is correct. The engraving, or sandblasting, is guaranteed for the life of the memorial. After reviewing the notes from the original request last year, it was determined that the "litho" was fading because of excessive cleaning/scrubbing/rubbing done by the family. There was nothing further the cemetery could do other than offer to have the memorial "re-lithoed". There is a charge for that service According to the company/management team, this was settled last year and nothing further was done regarding it. HOWEVER, in investigating this issue for the response to the Revdex.com, we discovered an employee broke company policy and committed to "re highlight" the memorial at no charge. Even though the promise does not align with company policy, we intend on honoring that promise. The appropriate products have been ordered (and delivered). We are now waiting on appropriate weather conditions to complete the "re highlighting". It is important to understand that just like the paint before, this paint will fade over time. That does not mean the engraving is failing. Graceland Memorial Gardens does not make any guarantees or imply any additional warranties by completing this. In closing, if there are any future concerns regarding a product, guarantee, or warranty, I suggest speaking with your Family Service representative at Graceland Memorial Gardens. If you are still not satisfied with the answer, please ask to speak with a manager. We aim for 100% customer satisfaction and can often resolve issues or concerns with a phone call. Sincerely, JasonDirector of Operations
*** *** and *** ***, I did read (and re-read) your response. I take any and all complaints very seriously. As you will see in my response, that I personally inspected the site. I indicated in my previous response that I recommended against raising and leveling the memorial because it was already at the proper height. I will raise it, but am not responsible for mower damage. The small holes on the side were from where it was raised and leveled last time. I will have those filled with topsoil. Be aware, however, that if it rains, it may splash a little dirt on to the marker.Cleaning the marker times in years is not excessive. I just have not ever seen any litho chip like that before. Regardless, as I had offered before, we will re-litho it with the understanding that over time, paint does fade/chip/flake. Respectfully, Jason
*** *** and *** ***, I recognize that you have rejected the offer to "re-litho" the memorial at no cost. The reasons you cited were that the marker was not installed properly and that is why you had to clean the marker frequently. Attached are pictures from the site as it sits today as I personally inspected it. The grass and grounds around the memorial appear to be in good condition. A stone settling is a natural part of the process from disturbing the earth during the burial. Rest assured, we will raise and level the memorial anytime you request at no charge. With that said, I am satisfied with the height of the memorial relative to the grass. If we bring it up much higher, we run the risk of the granite being chipped or damaged by equipment passing through. However, as per your request, we will raise it as high as possible. I am sorry you did not accept our offer to re-litho at no charge, but if you change your mind in the future, I will still honor the request (keeping in mind that the paint or "litho" will still fade over time. This holds true for any granite company or cemetery). If there are any further questions or concerns, please feel free to contact the office at Graceland Memorial Gardens directly at ###-###-####. Respectfully, Jason
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. It is unfortunate that they still feel this was a "service request" and failed to admit that the grave was not properly closed to begin with, but it is what it is. Our goal was to have the grave properly covered, at ground level, without gaping holes that gave the appearance of a partially collapsed grave. They still failed to admit it was improper grave 'closing', but it does appear to be sufficient at this time. Mr*** did meet with ME at noon on Thursday, and he was the one that gave me the excuse that they "had a large funeral coming through at 2:00pm, and their crew leaves at 4:00". Clearly they need some Customer Service training and instruction on how to properly and respectfully close a grave. Thank you Revdex.com for stepping in, clearly I would still be waiting for resolution had you not contacted them
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I don't think you read my responseI wanted to first get the head stone at the proper height and then repaintedAlso, do we have to have those big holes? When you said I caused the paint to come off from excessive cleaning, I only cleaned it maybe times over years because I couldn't remember to bring a rag and water with meIs that "excessive" to you? I do want my mother's head stone repainted at no charge
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Graceland is saying that I caused the paint to come off from excessive cleaning. I had to clean the mud off because of setting the stone too deep in the ground and not having grass completely around the stone. Every time it rained, which is a lot here, mud would splatter all over it. They did raise the stone but I'm not sure it is not sinking again. There are still spots where there is no grass. I guess what I'm saying is the first step should be to install the stone properly so it doesn't have to be washed and then fix the paint.
Regards,
[redacted]
Ms. [redacted] I spoke with Ms. [redacted] at approximately 10:00am Friday 6/3/16. I feel we had a positive conversation. She was receptive to our explanations of the circumstance. I feel her bigger concern was our response to this situation and lack of urgency. While...
company policy does dictate that we have 5-7 days to complete a service order request, this situation obviously required immediate attention. If the staff at Graceland commits to a deadline like "right away", our expectation is that it should be taken care of "right away". I apologized to Ms. [redacted] and her family for not meeting that request in a timely manner. The good news is that we did have a manager on site ([redacted]) Thursday and he did meet with a member of the family around 12:00pm. He contacted me and made me aware of the situation (before being contacted by the Revdex.com). He said that as of approximately 1:00pm on Thursday this service request was completed. Ms. [redacted] said she will be visiting the site today. I have given her my direct contact information should this (or anything else) not meet her standards. Again, I apologized for any inconvenience her or her family may have been caused by this. I stressed to her that the staff and managers do care about the families and reputation of Graceland Memorial Gardens within the community and I appreciate the opportunity to improve our cemetery. Sincerely, [redacted]Region ManagerGraceland Memorial Gardens / Bronze Stone Group
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.
Regards,
[redacted]
Ms [redacted] I spoke with Ms [redacted] at approximately 10:00am Friday 6/3/ I feel we had a positive conversation She was receptive to our explanations of the circumstance I feel her bigger concern was our response to this situation and lack of urgency While company policy does dictate that we have 5-days to complete a service order request, this situation obviously required immediate attention If the staff at Graceland commits to a deadline like "right away", our expectation is that it should be taken care of "right away" I apologized to Ms [redacted] and her family for not meeting that request in a timely mannerThe good news is that we did have a manager on site ( [redacted] ) Thursday and he did meet with a member of the family around 12:00pm He contacted me and made me aware of the situation (before being contacted by the Revdex.com) He said that as of approximately 1:00pm on Thursday this service request was completed Ms [redacted] said she will be visiting the site today I have given her my direct contact information should this (or anything else) not meet her standardsAgain, I apologized for any inconvenience her or her family may have been caused by this I stressed to her that the staff and managers do care about the families and reputation of Graceland Memorial Gardens within the community and I appreciate the opportunity to improve our cemeterySincerely, [redacted] Region ManagerGraceland Memorial Gardens / Bronze Stone Group
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 Regards, [redacted]
*** *** and *** ***, I understand your concerns regarding the engraving for the memorial. First and foremost, I apologize for any inconvenience or miscommunication. Rest assured your engraving has not changed and will never change. That's the great part about
granite. However, the part that is changing is the "litho" or paint that is used to "highlight" the granite. Any type of man made product added on to the stone will eventually wear off. The information provided that the paint was not covered by warrenty is correct. The engraving, or sandblasting, is guaranteed for the life of the memorial. After reviewing the notes from the original request last year, it was determined that the "litho" was fading because of excessive cleaning/scrubbing/rubbing done by the family. There was nothing further the cemetery could do other than offer to have the memorial "re-lithoed". There is a charge for that service According to the company/management team, this was settled last year and nothing further was done regarding it. HOWEVER, in investigating this issue for the response to the Revdex.com, we discovered an employee broke company policy and committed to "re highlight" the memorial at no charge. Even though the promise does not align with company policy, we intend on honoring that promise. The appropriate products have been ordered (and delivered). We are now waiting on appropriate weather conditions to complete the "re highlighting". It is important to understand that just like the paint before, this paint will fade over time. That does not mean the engraving is failing. Graceland Memorial Gardens does not make any guarantees or imply any additional warranties by completing this. In closing, if there are any future concerns regarding a product, guarantee, or warranty, I suggest speaking with your Family Service representative at Graceland Memorial Gardens. If you are still not satisfied with the answer, please ask to speak with a manager. We aim for 100% customer satisfaction and can often resolve issues or concerns with a phone call. Sincerely, JasonDirector of Operations
*** *** and *** ***, I did read (and re-read) your response. I take any and all complaints very seriously. As you will see in my response, that I personally inspected the site. I indicated in my previous response that I recommended against raising and leveling the memorial because it was already at the proper height. I will raise it, but am not responsible for mower damage. The small holes on the side were from where it was raised and leveled last time. I will have those filled with topsoil. Be aware, however, that if it rains, it may splash a little dirt on to the marker.Cleaning the marker times in years is not excessive. I just have not ever seen any litho chip like that before. Regardless, as I had offered before, we will re-litho it with the understanding that over time, paint does fade/chip/flake. Respectfully, Jason
*** *** and *** ***, I recognize that you have rejected the offer to "re-litho" the memorial at no cost. The reasons you cited were that the marker was not installed properly and that is why you had to clean the marker frequently. Attached are pictures from the site as it sits today as I personally inspected it. The grass and grounds around the memorial appear to be in good condition. A stone settling is a natural part of the process from disturbing the earth during the burial. Rest assured, we will raise and level the memorial anytime you request at no charge. With that said, I am satisfied with the height of the memorial relative to the grass. If we bring it up much higher, we run the risk of the granite being chipped or damaged by equipment passing through. However, as per your request, we will raise it as high as possible. I am sorry you did not accept our offer to re-litho at no charge, but if you change your mind in the future, I will still honor the request (keeping in mind that the paint or "litho" will still fade over time. This holds true for any granite company or cemetery). If there are any further questions or concerns, please feel free to contact the office at Graceland Memorial Gardens directly at ###-###-####. Respectfully, Jason
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. It is unfortunate that they still feel this was a "service request" and failed to admit that the grave was not properly closed to begin with, but it is what it is. Our goal was to have the grave properly covered, at ground level, without gaping holes that gave the appearance of a partially collapsed grave. They still failed to admit it was improper grave 'closing', but it does appear to be sufficient at this time. Mr*** did meet with ME at noon on Thursday, and he was the one that gave me the excuse that they "had a large funeral coming through at 2:00pm, and their crew leaves at 4:00". Clearly they need some Customer Service training and instruction on how to properly and respectfully close a grave. Thank you Revdex.com for stepping in, clearly I would still be waiting for resolution had you not contacted them
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I don't think you read my responseI wanted to first get the head stone at the proper height and then repaintedAlso, do we have to have those big holes? When you said I caused the paint to come off from excessive cleaning, I only cleaned it maybe times over years because I couldn't remember to bring a rag and water with meIs that "excessive" to you? I do want my mother's head stone repainted at no charge
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Graceland is saying that I caused the paint to come off from excessive cleaning. I had to clean the mud off because of setting the stone too deep in the ground and not having grass completely around the stone. Every time it rained, which is a lot here, mud would splatter all over it. They did raise the stone but I'm not sure it is not sinking again. There are still spots where there is no grass. I guess what I'm saying is the first step should be to install the stone properly so it doesn't have to be washed and then fix the paint.
Regards,
[redacted]
Ms. [redacted] I spoke with Ms. [redacted] at approximately 10:00am Friday 6/3/16. I feel we had a positive conversation. She was receptive to our explanations of the circumstance. I feel her bigger concern was our response to this situation and lack of urgency. While...
company policy does dictate that we have 5-7 days to complete a service order request, this situation obviously required immediate attention. If the staff at Graceland commits to a deadline like "right away", our expectation is that it should be taken care of "right away". I apologized to Ms. [redacted] and her family for not meeting that request in a timely manner. The good news is that we did have a manager on site ([redacted]) Thursday and he did meet with a member of the family around 12:00pm. He contacted me and made me aware of the situation (before being contacted by the Revdex.com). He said that as of approximately 1:00pm on Thursday this service request was completed. Ms. [redacted] said she will be visiting the site today. I have given her my direct contact information should this (or anything else) not meet her standards. Again, I apologized for any inconvenience her or her family may have been caused by this. I stressed to her that the staff and managers do care about the families and reputation of Graceland Memorial Gardens within the community and I appreciate the opportunity to improve our cemetery. Sincerely, [redacted]Region ManagerGraceland Memorial Gardens / Bronze Stone Group
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.
Regards,
[redacted]