La Vista Memorial Park

Re: Response of La Vista Enterprises, IncTo Complaint by [redacted] :La Vista Enterprises, Inc(“La Vista”) received the above-referenced customer complaint and appreciates the Revdex.com providing it an opportunity to respond We have conducted an investigation into the allegations This shall serve as a formal response to the Complaint filed by [redacted] Based on our understanding of the Complaint, it appears that Ms [redacted] is asserting that (1) La Vista has been unresponsive to her request that we relocate her existing purchased plots to a different area in the cemetery nearer to her father’s burial plot, (2) it is unclear but she appears to be asserting either that (a) she did not receive deeds (“ownership papers”) to the plots she has already purchased or (b) she wants new deeds to be issued to different plots near that of her father, and (3) La Vista is responsible to replace photograph frame that was placed on a headstone and which was “broken”In response to her Complaint, La Vista has previously addressed each of the issues with Ms [redacted] and various of her family membersWe address each of those issues again below (1) Plot Relocation: As we have explained to the family on several previous occasions, we cannot accommodate her request to relocate the plots she owns to a different part of the cemetery for a number of reasons: (a) all plots in Garden of Freedom Lawn (where she is requesting we relocate her plots) are already deeded to other families, and have been for decades, (b) to accommodate Ms [redacted] ’s request would require La Vista to dis-inter and relocate the remains of other individuals, and (c) to do so would explicitly violate California law For those reasons, it is impossible for La Vista to accommodate her requestFurthermore, when Ms [redacted] purchased her plots at the Garden of Vista Knoll she was shown the location and Ms [redacted] signed the contractual agreements agreeing to the locations (2) Deeds: As noted, we are unclear about the nature of Ms [redacted] ’s claim regarding “ownership papers.” She was provided and acknowledged receipt of the deeds (interment rights) to her plots at Garden of Vista KnollShe was also given copies of all her agreements she signedIf she has lost her copies of the agreements and or interment rights certificates La Vista would be more than happy to provide her with another set of copiesMs [redacted] would have to come in personally to request a new set of copiesLa Vista provides this confidential information only to the individuals named on the contractual agreement (3) Photo Frame: It is cemetery policy that families/visitors are not to place items of personal property, including photo tiles, on headstones and/or makers that are flat on the ground for a number of reasons and the cemetery is not responsible to theft or damage for such items left at grave sitesThe photo tile that Ms [redacted] references in her complaint was made of a ceramic material and was apparently damaged La Vista authorized, as an accommodation to the family, a replacement metal photo tileLa Vista asked Ms [redacted] to deliver any photo they wished to have done and the cemetery would re make her a new photo tile and install it for her similar to what she purchased initially There would be no charge for the new photo tile or installation but this would be a one-time accommodation and La Vista would not warranty the new photo tile against future damageTo date, Ms [redacted] has not delivered any photo to the cemetery for La Vista to be able to re make the photo tile, but the offer remains open.To the extent we can accommodate the customer’s request, we have offered to do so La Vista continues to assist with replacement of the photo tile without cost to the family With regard to the other requests, for the reasons stated above, we are simply unable to offer any accommodation.If you have any questions about any of the above, please do not hesitate to contact me.Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Everything addressed by La Vista Memorial Park employee is incorrect 1. Did not ask to have plots all moved nearer to my father. Was promised that they would check to see if another plot could be made next to him (prior to them selling the plots "decades" ago). When I checked back since no one called to let me know their assessment (La Vista stated they had to make sure there were no pipes in the way) they apparently assessed and sold the plots. It was requested in 2008. Furthermore, it was for one (1) plot which was to be purchasedDeeds: The deeds were not issued. I have receipts for property showing payment. At the time of original purchase, their employee *** stated that I should hurry and buy the plots and then they can work out the changes of areas when he can get the full layout of available plots. The reaspon is that the double plots were on sale with vaults and at least we would have them already bought. I requested that *** or *** also their employee,s get all files out on the plots I purchased with the deeds so thag we can make an appointment and go over them and see what is left in areas. *** was to have looked into family plot areas. He was removed from his position there after all these purchases were made and I never heard another word.3. Photo frame: It was not a photo frame, it was a marker ordered through La Vista Memorial with the picture of myself and my husband. If in fact they had a policy regarding this issue, when the marker was bought in 2007, from them, why would they sell it to a customer? There has been no response from La Vista to replace photoMarker: The issue with the headstone marker sinking approximately to inches into the ground has not been addressed.La Vista Memorial is not answering the issue at hand. They are the 'around the bush' answers which does not answer the questions at hand: 1) why won't they get the files together and sit with me regarding these issues? 2) Why are they talking to other family members who did not purchase the plots? 3) why are they covering up the errors that their employees make instead of admitting to possible promises made by their employees that they may not have been aware of.La Vista has not been accommodating at all and has not tried to contact me. I have left my phone number times with them, my daughter has left complaints and we filled out their form regarding the marker times. La Vista's responses do not answer my complaint, it just showed me how they will exaggerate and come up with a whole page of non-answers for their convenience and avoid the issue at hand.Sincerely,*** ***-***
Regards,
*** ***

Re:       Response of La Vista Enterprises, Inc. To Complaint by [redacted]:La Vista Enterprises, Inc. (“La Vista”) received the above-referenced customer complaint and appreciates the Revdex.com providing it an opportunity to respond.  We have conducted an...

investigation into the allegations.  This shall serve as a formal response to the Complaint filed by [redacted]. Based on our understanding of the Complaint, it appears that Ms. [redacted] is asserting that (1) La Vista has been unresponsive to her request that we relocate her existing purchased plots to a different area in the cemetery nearer to her father’s burial plot, (2) it is unclear but she appears to be asserting either that (a) she did not receive deeds (“ownership papers”) to the plots she has already purchased or (b) she wants new deeds to be issued to different plots near that of her father, and (3) La Vista is responsible to replace photograph frame that was placed on a headstone and which was “broken”In response to her Complaint, La Vista has previously addressed each of the issues with Ms. [redacted] and various of her family members. We address each of those issues again below.            (1)        Plot Relocation: As we have explained to the family on several previous occasions, we cannot accommodate her request to relocate the plots she owns to a different part of the cemetery for a number of reasons: (a) all plots in Garden of Freedom Lawn (where she is requesting we relocate her plots) are already deeded to other families, and have been for decades, (b) to accommodate Ms. [redacted]’s request would require La Vista to dis-inter and relocate the remains of other individuals, and (c) to do so would explicitly violate California law.  For those reasons, it is impossible for La Vista to accommodate her request. Furthermore, when Ms. [redacted] purchased her plots at the Garden of Vista Knoll she was shown the location and Ms. [redacted] signed the contractual agreements agreeing to the locations.            (2)        Deeds:  As noted, we are unclear about the nature of Ms. [redacted]’s claim regarding “ownership papers.” She was provided and acknowledged receipt of the deeds (interment rights) to her plots at Garden of Vista Knoll. She was also given copies of all her agreements she signed. If she has lost her copies of the agreements and or interment rights certificates La Vista would be more than happy to provide her with another set of copies. Ms. [redacted] would have to come in personally to request a new set of copies. La Vista provides this confidential information only to the individuals named on the contractual agreement.            (3)        Photo Frame: It is cemetery policy that families/visitors are not to place items of personal property, including photo tiles, on headstones and/or makers that are flat on the ground for a number of reasons and the cemetery is not responsible to theft or damage for such items left at grave sites. The photo tile that Ms. [redacted] references in her complaint was made of a ceramic material and was apparently damaged.  La Vista authorized, as an accommodation to the family, a replacement metal photo tile. La Vista asked Ms. [redacted] to deliver any photo they wished to have done and the cemetery would re make her a new photo tile and install it for her similar to what she purchased initially.  There would be no charge for the new photo tile or installation but this would be a one-time accommodation and La Vista would not warranty the new photo tile against future damage. To date, Ms. [redacted] has not delivered any photo to the cemetery for La Vista to be able to re make the photo tile, but the offer remains open.To the extent we can accommodate the customer’s request, we have offered to do so.  La Vista continues to assist with replacement of the photo tile without cost to the family.  With regard to the other requests, for the reasons stated above, we are simply unable to offer any accommodation.If you have any questions about any of the above, please do not hesitate to contact me.Sincerely,[redacted]

Review: Had contacted business numerous times, spoke to staff named [redacted] 3times, [redacted] 2 times on phone and had also spoken to owner mentioning that I have 6 pre bought plots of property and wanted to sit with them regarding the plots and wanted them to get the property ownership papers. Also, the headstone issues and picture that was ran over and broken. They promise to call and set appoint never get a call back. They incompetent to clear up paperwork issues and are missing paper and the promised plot was sold to someone else.Desired Settlement: Want correction of plot promised and exchange of other plots purchased by me to family area and not all over cemetary as was given to me with the promise by [redacted] to get family prepaid ots in o e area.

Business

Response:

Re: Response of La Vista Enterprises, Inc. To Complaint by [redacted]: