Highland Memory Gardens-Mt. Washington

Hello,I am writing in response to a complaint we received from you all via [redacted] ID#[redacted].In response to this complaint I would like to address first the issue of the maintenance of the graves at question. Ms. [redacted] is correct. The second time they came in and told us about it and said...

they had already put a work order in with someone I spoke to them and I went and looked in the file and there were not any work orders for this in the file so I told them that I would take care of it and I immediately called the maintenance supervisor. He and myself went out to the graves ourselves. We both agreed that she was correct and they needed maintenance and he said he would get them on it. I also had them raise one of the headstones because they felt as though it was sinking. The other grave beside it that has tall weeds does not have a headstone yet it has a temporary one for the time being. Because of this, flowers and other things have been stuck in the ground around it making it hard to mow and or weed eat. Per our rules and regulations nothing is to be in the ground around the headstones it has to be in a vase on the headstone itself. We have too many graves for the maintenance men to have to stop mowing or weed eating to stop at each grave and remove stuff from the ground and replace it and move on to the next. It would take even longer than it already does to do such things. However, we dont say too much about things being stuck in the ground when the person is still waiting on the headstone. We understand the family is grieving and so we overlook that sometimes, but it does make it difficult to maintain. Myself and the maintenance supervisor went out there again yesterday. I asked him to please have someone remove the items around the temporary marker and take care of the issue as soon as possible.           We then looked at the vase that was in question on the grave with a headstone. We also took pictures of the vase. This vase has not been hit by a lawnmower. It has a slight crack running from top to bottom on one side. The reason I know this hasnt been hit by a mower is because I have seen several different ones that have and this one is result of filling with water in the winter time and freezing and cracking. I have also seen this many times. I believe it may have not been noticed until now by the family but I am positive it was not hit my a mower because if it was it would be mangled for one and for two they wouldnt have a weed or grass issue at the graves had a mower been there to hit it. I did speak to the maintenance supervisor about seeing if we have any old vases we could replace it with even though we are not responsible for the freezing and cracking of the vase, per our rules and regulations we are not responsible for theft or damage. Also the reason they were told that someone else was responsible was by me and because if the headstone was purchased from an outside vendor and not through us directly then we are not responsible for the perpetual care of that item. We encourage people to buy from us because of this and it guarantees lifetime care of the items purchased. We arent responsible for this vase but we will remedy this issue for this customer this one time to help the family feel at ease. We are sorry that they misunderstood what we were telling them about how this process works and we were not out to lie or cause issues with the family.  [redacted] Administrator

See AttachmentsIn response to the complaint we received here at Highland Memory Gardens on April 15, 2016, regarding Ms. [redacted] and her three dogs we want to make it very clear the circumstances regarding this situation. We have asked Ms. [redacted] before through her apartment complex, (the address...

listed on the complaint does not match the address in which she resides as she walks across the street daily with her 3 pets into our cemetery) to please not bring her animals over to use the restroom in front of our office yard where it first was happening we were receiving several complaints and it was not allowed. After this Ms. [redacted] began to bring her 3 pets over to use the restroom in front of our Mausoleum building. Several employees witnessed it, customers witnessed it, it even happens after hours as I left my car here late one night and picked it up and witnessed it.We are now building a new Mausoleum building where she was letting them use the restroom and the workers had to clean up a lot of feces from the area before beginning work. She has now been taking them to another area of the cemetery back behind one of the lot gardens where people are buried. The maintenance workers saw her and called the office and told us what was happening the day in question. One of our employees saw her as she was at the road and said, “Excuse me ma'am", to get her attention. It may have been a little loud because there were cars passing by but she was not screaming at her there were three of us standing outside that witnessed this situation. She told her she could not have her dogs over here we had complaints from customers, employees had witnessed them using the bathroom over here and it was disrespectful and against policy. Ms. [redacted] then proceeded across the road back into the apartment complex where she always goes not down the street where this other address is located. At no time was Ms. [redacted] upset and crying and at no time did our employee yell at her or take at  advantage of her. She was letting her know what the policy was and that we had complaints yet again.Ms. [redacted] is more than welcome to come and visit any grave she wishes to at any time. However, pets are not permitted here, with the exception of a service animal. We have also asked others to please not have their animals here she is not the only one. I have included our Rules and Regulations that are available to anyone who should request them in the office at any time. We hope that this has resolved any further issues that should arise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Since this is not posted anywhere visible to visitors this response by the cemetery is unacceptable. Since there are many people who take animals for walks around here it is very unprofessional and disrespectful to attack a young girl for other owners mistakes considering I have never visited at the cemetery without a bag in the case of accidents. To prey on someone who is visiting there deceased father is not only hurtful but is harassment. I feel as though I was attacked and I do say attacked because someone was running at me yelling at me when I was already visibilly crying and upset from my visit to the grave. I do not feel as though the cemetery wants to be represented this way. The response was in no way regretful for the way an employee attacked a customer. I only desire not to be scared to approach my fathers grave. I now feel as though I have been attacked with no regret from the cemetery. If they can't assure me this will not happen again and that there is no harm that will come to me from the female who harassed me I will need to take further action. To blame one person that is not doing the wrong thing when many people walk there dogs freely at the cemetery with no intent to pick up the waste of there dogs is just wrong and unprofessional. I am truly sorry that you have had a problem with feces in front of your building or anywhere else but you have attacked the WRONG person. I only seek an formal apology and assurance I will not be attacked on any further visit I wish my father wouldn't have passed away but I have no control and the cemetery is the only place I can be with him. I thought this cemetery held there customers in a higher regard. If you can't assure me I will not be attacked or harassed in further visits I will need to take the next steps. Maybe instead of watching for one person who is not actually the problem pay attention to all the other people with animals around. I am only a girl who seeks to morn the death of her father in peace and I would like to assume you value your customers and will make this situation right. 
Regards,
[redacted]