Lord Funeral Home, LLC

12/01/2017: Mediator called business and left message for Mr [redacted] ***.12/06/2017: Called Lord Funeral Home and spoke to [redacted] who informed mediator I would not be able to reach Mr [redacted] by phoneI explained who I was and she then provided me a different phone number to reach [redacted] ***, [redacted] Mediator called number and reached [redacted] of [redacted] who took message from me to give to ***12/07/2017: [redacted] and Lord Funeral Home have the same owners but that is itI am not sure why the complaint was sent to [redacted] We sent the paperwork to Victims of Crime as a courtesy to the customerVictims of Crime did not contact us to say that the paperwork was incompleteIt would be nice if the Revdex.com could contact Victims of Crime on behalf of the family to see if the deadline could be waived for them It is our policy to order the headstone once half is paidConsumers do have the choice of who to use for headstonesThey do not have to order through us however I do suggest families use a local monument companyOnline companies do not check rules and regulationsThey sell stuff that does not conform to the cemetery regulations.? A local company would check the rules and regulations for the family I am willing to reduce the balance of [redacted] ’s headstone by $I am also willing to take the $payment to ***’s and apply it to [redacted] ’s.? This would leave a balance on [redacted] ’s of $If $can be paid, we will have the headstone installedSince the headstone for [redacted] has not been ordered the family is free to purchase one elsewhere if they wish I have always been willing to [redacted] with this family and to help them however it has been difficult communicating with them.? If [redacted] can be cordial I would be happy to [redacted] with her directly on this [redacted] ***12/26/2017: [redacted] came in this weekend, so I went ahead and accepted $from her as final payment for [redacted] 's headstoneShe was told that we would not be able to get the marker out by Christmas and she started yelling and screamingThe marker was placed this morning

11/30/2017: Mediator called consumer and reached voice mail of *** which was fullUnable to leave message.11/30/2017: (***-daughter) I have been paying on these headstonesWe have been in the office multiple times to correct their billing informationThey were losing recordsThis has been a horrible experience for our familyWe buried three loved ones during a six month periodI want nothing more than for my son to have a headstone at ChristmasWe no longer owe money for ***'s headstoneThe Victims of Crime claim was to be made for *** not *** per the business responseThis is another example of their poor record keepingI would like them to apply any payments for ***'s headstone to be applied to ***'s. I feel this business takes advantage of grieving families that lack knowledge about the burial processThe headstones are higher priced than most others however we were making a lot of decision during an extremely difficult time and did not know betterWhatever company they use to manufacturer the headstones is overcharging12/072017: Mediator sent consumer email providing update.12/11/2017: I would like to settle ***'s account for $700.00. If they agree to this amount as final balance I will call on December 22nd and make the $paymentI would like to know how soon after the payment they can have the headstone installedI will be faxing over paperwork which will include a letter from Victims of Crime confirming that Lord Funeral Home never submitted the paperwork.12/21/2017: *** emailed mediator for update.12/22/2017: *** called mediator and left message12/26/2017: Mediator called *** but was unable to leave message because voice mailbox was fullSent email informing her that ***'s marker was placed this morning.12/26/2017: I went there this weekend and *** assured me that the headstone would be placed in time for Christmas EveI had planned for my family to be there with me Christmas Eve to pay their respects and to see the markerThis did not happen and I was in the cemetery in the snow for thirty minutes looking for my son's headstone while on the phone with *** who kept telling me it was thereIt was not there

Complaint: ***
I am rejecting this response because:
Hi here is a email that was in March, which was months after *** headstones where supposed to be ordered after paying $1000.00, I have a final receipt for
*** being paid $in which the headstones still weren't laid . Any question please contact me On Wednesday, August 9, 1:PM, *** *** wrote: ---------- Forwarded message ----------From: "*** *** *** ***" Date: Mar 14, 5:PMSubject: Re: *** ***To: "***" Cc: Dear *** and ***:***'s memorial has been ordered but is being held for confirmation on the photo. Once we have that finalapproval, it should be completed in 30-days.- Photos require a little extra time for processing.We have submitted two photos, but both have dark shadows.We tried to lighten and crop the new photo, but that onlymade it more pixalated.***, if you have another photo - we will be happy to submit it for consideration. Otherwise, we can ask them to pick the best from the photos already provided.Please advise us as to how you wish to proceed.Thank you,***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Hi here is a email that was in March, which was months after *** headstones where supposed to be ordered after paying $1000.00, I have a final receipt for
*** being paid $in which the headstones still weren't laid . Any question please contact meOn Wednesday, August 9, 1:PM, *** *** wrote: ---------- Forwarded message ----------From: "*** *** *** ***" Date: Mar 14, 5:PMSubject: Re: *** ***To: "***" Cc: Dear *** and ***:***'s memorial has been ordered but is being held for confirmation on the photo. Once we have that finalapproval, it should be completed in 30-days.- Photos require a little extra time for processing.We have submitted two photos, but both have dark shadows.We tried to lighten and crop the new photo, but that onlymade it more pixalated.***, if you have another photo - we will be happy to submit it for consideration. Otherwise, we can ask them to pick the best from the photos already provided.Please advise us as to how you wish to proceed.Thank you,***
Sincerely,
*** ***

12/01/2017: Mediator called business and left message for Mr*** ***.12/06/2017: Called Lord Funeral Home and spoke to *** who informed mediator I would not be able to reach Mr*** by phoneI explained who I was and she then provided me a different phone number to reach *** ***, ***Mediator called number and reached *** of *** *** who took message from me to give to ***12/07/2017: *** *** *** and Lord Funeral Home have the same owners but that is itI am not sure why the complaint was sent to *** *** We sent the paperwork to Victims of Crime as a courtesy to the customerVictims of Crime did not contact us to say that the paperwork was incompleteIt would be nice if the Revdex.com could contact Victims of Crime on behalf of the family to see if the deadline could be waived for them It is our policy to order the headstone once half is paidConsumers do have the choice of who to use for headstonesThey do not have to order through us however I do suggest families use a local monument companyOnline companies do not check rules and regulationsThey sell stuff that does not conform to the cemetery regulations. A local company would check the rules and regulations for the family I am willing to reduce the balance of ***’s headstone by $I am also willing to take the $payment to ***’s and apply it to ***’s. This would leave a balance on ***’s of $If $can be paid, we will have the headstone installedSince the headstone for *** *** *** has not been ordered the family is free to purchase one elsewhere if they wish I have always been willing to *** with this family and to help them however it has been difficult communicating with them. If *** can be cordial I would be happy to *** with her directly on this*** ***12/26/2017: *** *** came in this weekend, so I went ahead and accepted $from her as final payment for ***'s headstoneShe was told that we would not be able to get the marker out by Christmas and she started yelling and screamingThe marker was placed this morning

See attached

12/01/2017: Mediator called business and left message for Mr. [redacted].12/06/2017: Called Lord Funeral Home and spoke to [redacted] who informed mediator I would not be able to reach Mr. [redacted] by phone. I explained who I was and she then provided me a different phone number to reach [redacted]. Mediator called number and reached [redacted] of [redacted] who took message from me to give to [redacted]. 12/07/2017: [redacted] and Lord Funeral Home have the same owners but that is it. I am not sure why the complaint was sent to [redacted]. We sent the paperwork to Victims of Crime as a courtesy to the customer. Victims of Crime did not contact us to say that the paperwork was incomplete. It would be nice if the Revdex.com could contact Victims of Crime on behalf of the family to see if the deadline could be waived for them. It is our policy to order the headstone once half is paid. Consumers do have the choice of who to use for headstones. They do not have to order through us however I do suggest families use a local monument company. Online companies do not check rules and regulations. They sell stuff that does not conform to the cemetery regulations.  A local company would check the rules and regulations for the family. I am willing to reduce the balance of [redacted]’s headstone by $860.00. I am also willing to take the $75.00 payment to [redacted]’s and apply it to [redacted]’s.  This would leave a balance on [redacted]’s of $790.00. If $790.00 can be paid, we will have the headstone installed. Since the headstone for [redacted] has not been ordered the family is free to purchase one elsewhere if they wish. I have always been willing to [redacted] with this family and to help them however it has been difficult communicating with them.  If [redacted] can be cordial I would be happy to [redacted] with her directly on this. [redacted]12/26/2017: [redacted] came in this weekend, so I went ahead and accepted $700 from her as final payment for [redacted]'s headstone. She was told that we would not be able to get the marker out by Christmas and she started yelling and screaming. The marker was placed this morning.

11/30/2017: Mediator called consumer and reached voice mail of [redacted] which was full. Unable to leave message.11/30/2017: ([redacted]-daughter) I have been paying on these headstones. We have been in the office multiple times to correct their billing information. They were losing records. This has been a horrible experience for our family. We buried three loved ones during a six month period. I want nothing more than for my son to have a headstone at Christmas. We no longer owe money for [redacted]'s headstone. The Victims of Crime claim was to be made for [redacted] not [redacted] per the business response. This is another example of their poor record keeping. I would like them to apply any payments for [redacted]'s headstone to be applied to [redacted]'s.  I feel this business takes advantage of grieving families that lack knowledge about the burial process. The headstones are higher priced than most others however we were making a lot of decision during an extremely difficult time and did not know better. Whatever company they use to manufacturer the headstones is overcharging. 12/072017: Mediator sent consumer email providing update.12/11/2017: I would like to settle [redacted]'s account for $700.00.  If they agree to this amount as final balance I will call on December 22nd and make the $700.00 payment. I would like to know how soon after the payment they can have the headstone installed. I will be faxing over paperwork which will include a letter from Victims of Crime confirming that Lord Funeral Home never submitted the paperwork.12/21/2017: [redacted] emailed mediator for update.12/22/2017: [redacted] called mediator and left message. 12/26/2017: Mediator called [redacted] but was unable to leave message because voice mailbox was full. Sent email informing her that [redacted]'s marker was placed this morning.12/26/2017: I went there this weekend and [redacted] assured me that the headstone would be placed in time for Christmas Eve. I had planned for my family to be there with me Christmas Eve to pay their respects and to see the marker. This did not happen and I was in the cemetery in the snow for thirty minutes looking for my son's headstone while on the phone with [redacted] who kept telling me it was there. It was not there.

See attached.

[redacted] St John Mo 63114, [redacted]