Merchants Hope Memorial Gardens

Revdex.com: I have reviewed the offer and/or 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 belowThis is the second complaint in Revdex.com online records that directly assigns blame to the marker companyIt is not acceptable that a company that is in direct contact with these services and in a sensitive line of work would allow that amount of time to lapse between paying for services and following upWhen I contacted Merchant's Hope in June, I was told the order was due to arrive the following weekWhen I left messages several times throughout the year, I was never contacted, and still have yet to be contacted, even after they received notice from the Revdex.com that there was a complaintThe lack of communication, follow through and service does not reflect the dealings of a proper business, and just doing what is right is not enoughI don't feel that the company should get a free pass and just blame every one elseEveryone else in this chain did their part to make this happenMy family had to lay flowers on the ground a year after our loved one had passed - there is no monetary value to thatHowever, there should be a penalty business have to pay when they willfully neglect their duty to provide services after payment is renderedI am not here to blame the marker company - that is not who I had the contract withIn the laundry list of times, dates, calls, and other excuses listed, not one line was "called the customer" Regards, [redacted]

Revdex.com: I have reviewed the offer and/or 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.This is the second complaint in Revdex.com online records that directly assigns blame to the marker companyIt is not acceptable that a company that is in direct contact with these services and in a sensitive line of work would allow that amount of time to lapse between paying for services and following upWhen I contacted Merchant's Hope in June, I was told the order was due to arrive the following weekWhen I left messages several times throughout the year, I was never contacted, and still have yet to be contacted, even after they received notice from the Revdex.com that there was a complaintThe lack of communication, follow through and service does not reflect the dealings of a proper business, and just doing what is right is not enoughI don't feel that the company should get a free pass and just blame every one elseEveryone else in this chain did their part to make this happenMy family had to lay flowers on the ground a year after our loved one had passed - there is no monetary value to thatHowever, there should be a penalty business have to pay when they willfully neglect their duty to provide services after payment is renderedI am not here to blame the marker company - that is not who I had the contract withIn the laundry list of times, dates, calls, and other excuses listed, not one line was "called the customer" Regards, [redacted]

Here is what we have in our records:- [redacted] passed away on 12/25/2014- The funeral home paid for the marker 2/2/15- The designing of the marker was not completed until May, as we were waiting on the verbiage wanted from Mr [redacted] That wasn't received until 5/1/15.- We then sent off the order to get a draft for approval The sketch was not received until October! We approved it on 10/13/and faxed the approval back to the company.- It usually takes 6-weeks after the approval is received We called to follow up and get a shipping date on 11/28/ They stated that they never received the approval It was re-faxed that day!- The granite company closes for several weeks during December and January, due to the holidays A follow up call was made on 1/20/ The company again stated that they did not have the approval! I re-faxed it for the third time I called to verify it was received and it was.- 2/12/- I spoke with a representative at the granite company They stated that they hold markers until we purchase enough to satisfy the weight requirement for the truck to ship We did not request for them to hold orders to have them all done in one shipment I asked for the [redacted] marker to be released They are to notify Merchants Hope as soon as they have a shipping date When we receive that date, I will let you.Please let me know if you have any questions.Laura

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Here is what we have in our records: sans-serif;">- *** *** passed away on 12/25/2014- The funeral home paid for the marker 2/2/15- The designing of the marker was not completed until May, as we were waiting on the verbiage wanted from Mr***. That wasn't received until 5/1/15.- We then sent off the order to get a draft for approval. The sketch was not received until October! We approved it on 10/13/and faxed the approval back to the company.- It usually takes 6-weeks after the approval is received. We called to follow up and get a shipping date on 11/28/15. They stated that they never received the approval. It was re-faxed that day!- The granite company closes for several weeks during December and January, due to the holidays. A follow up call was made on 1/20/16. The company again stated that they did not have the approval! I re-faxed it for the third time. I called to verify it was received and it was.- 2/12/- I spoke with a representative at the granite company. They stated that they hold markers until we purchase enough to satisfy the weight requirement for the truck to ship. We did not request for them to hold orders to have them all done in one shipment. I asked for the *** marker to be released. They are to notify Merchants Hope as soon as they have a shipping date. When we receive that date, I will let you.Please let me know if you have any questions.Laura

Attached are the documents that you
requested. Although the estimated shipping date states 2/26/16, that is not accurate. That is the shipping date if it was not rushed. It is standard for them to list the non-rush date. Rush Priority orders will be received within 14-days. Please contact mewith any questions or concerns.Thank you,***

Attached are the documents that you requested.  Although the estimated shipping date states 2/26/16, that is not accurate.  That is the shipping date if it was not rushed.  It is standard for them to list the non-rush date.  Rush Priority orders will be received within 14-21...

days.  Please contact mewith any questions or concerns.Thank you,[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
This is the second complaint in Revdex.com online records that directly assigns blame to the marker company. It is not acceptable that a company that is in direct contact with these services and in a sensitive line of work would allow that amount of time to lapse between paying for services and following up. When I contacted Merchant's Hope in June, I was told the order was due to arrive the following week. When I left messages several times throughout the year, I was never contacted, and still have yet to be contacted, even after they received notice from the Revdex.com that there was a complaint. The lack of communication, follow through and service does not reflect the dealings of a proper business, and just doing what is right is not enough. I don't feel that the company should get a free pass and just blame every one else. Everyone else in this chain did their part to make this happen. My family had to lay flowers on the ground a year after our loved one had passed - there is no monetary value to that. However, there should be a penalty business have to pay when they willfully neglect their duty to provide services after payment is rendered. I am not here to blame the marker company - that is not who I had the contract with. In the laundry list of times, dates, calls, and other excuses listed, not one line was "called the customer".
Regards,
[redacted]

Here is what we have in our records:- [redacted] passed away on 12/25/2014- The funeral home paid for the marker 2/2/15- The designing of the marker was not completed until May, as we were waiting on the verbiage wanted from Mr. [redacted].  That wasn't received until  5/1/15.- We then...

sent off the order to get a draft for approval.  The sketch was not received until October!  We approved it on 10/13/15 and faxed the  approval back to the company.- It usually takes 6-8 weeks after the approval is received.  We called to follow up and get a shipping date on 11/28/15.  They stated that they  never received the approval.  It was re-faxed that day!- The granite company closes for several weeks during December and January, due to the holidays.  A follow up call was made on 1/20/16.  The company  again stated that they did not have the approval!  I re-faxed it for the third time.  I called to verify it was received and it was.- 2/12/15 - I spoke with a representative at the granite company.  They stated that they hold markers until we purchase enough to satisfy the weight  requirement for the truck to ship.  We did not request for them to hold orders to have them all done in one shipment.  I asked for the [redacted]  marker to be released.  They are to notify Merchants Hope as soon as they have a shipping date.  When we receive that date, I will let you.Please let me know if you have any questions.Laura

Revdex.com:
I have reviewed the offer and/or 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.This is the second complaint in Revdex.com online records that directly assigns blame to the marker company. It is not acceptable that a company that is in direct contact with these services and in a sensitive line of work would allow that amount of time to lapse between paying for services and following up. When I contacted Merchant's Hope in June, I was told the order was due to arrive the following week. When I left messages several times throughout the year, I was never contacted, and still have yet to be contacted, even after they received notice from the Revdex.com that there was a complaint. The lack of communication, follow through and service does not reflect the dealings of a proper business, and just doing what is right is not enough. I don't feel that the company should get a free pass and just blame every one else. Everyone else in this chain did their part to make this happen. My family had to lay flowers on the ground a year after our loved one had passed - there is no monetary value to that. However, there should be a penalty business have to pay when they willfully neglect their duty to provide services after payment is rendered. I am not here to blame the marker company - that is not who I had the contract with. In the laundry list of times, dates, calls, and other excuses listed, not one line was "called the customer".
Regards,
[redacted]

Review: In February 2014, I signed a contract for burial services including reworking of an existing headstone marker to a "full date scroll" so that it will show the full dates of birth and death. This was signed with Mr. George P[redacted] of Merchant's Hope who has since left the company. On 2/20/15 I wrote a check in the amount of $2,048.31 for these services. Since that time, I have repeatedly contacted the location Manager Cathy T[redacted] by phone and I have attempted to see her on site, however she is typically not available and in most cases she will not return phone calls as she promises to do. On the few occassions that I have spoken with her, she has repeatedly said that the problem is with their supplier (Matthews Bronze International in Pittsburg, Pa), and it is beyond her control; however I am sure that there have been numerous burials since that time and I don't think all of these are still waiting for a headstone marker.Desired Settlement: Provide the new headstone marker with the complete dates of birth and death for my mother and father as contracted.

Business

Response:

Attached are the documents that you requested. Although the estimated shipping date states 2/26/16, that is not accurate. That is the shipping date if it was not rushed. It is standard for them to list the non-rush date. Rush Priority orders will be received within 14-21 days. Please contact mewith any questions or concerns.Thank you,[redacted]

Review: My mother [redacted] passed 12/25/14 and was laid to rest at MHMG a week after. Payments were made to MHMG through [redacted] in Hopewell. It is 01/28/16 and the marker is not in place. I have called and left many messages, the latest was 12/25/15. I have only talked to them once, in June 2015, when they said they expected the marker to be placed "any day now, but come back out in 30 days to be sure".Desired Settlement: I want the marker placed, I want the costs reimbursed, and I want the facility to explain to me and my family why my mother's marker has not been placed after 13 months, when payment was submitted immediately, while construction projects are on going at this establishment.

Business

Response:

Here is what we have in our records:- [redacted] passed away on 12/25/2014- The funeral home paid for the marker 2/2/15- The designing of the marker was not completed until May, as we were waiting on the verbiage wanted from Mr. [redacted]. That wasn't received until 5/1/15.- We then sent off the order to get a draft for approval. The sketch was not received until October! We approved it on 10/13/15 and faxed the approval back to the company.- It usually takes 6-8 weeks after the approval is received. We called to follow up and get a shipping date on 11/28/15. They stated that they never received the approval. It was re-faxed that day!- The granite company closes for several weeks during December and January, due to the holidays. A follow up call was made on 1/20/16. The company again stated that they did not have the approval! I re-faxed it for the third time. I called to verify it was received and it was.- 2/12/15 - I spoke with a representative at the granite company. They stated that they hold markers until we purchase enough to satisfy the weight requirement for the truck to ship. We did not request for them to hold orders to have them all done in one shipment. I asked for the [redacted] marker to be released. They are to notify Merchants Hope as soon as they have a shipping date. When we receive that date, I will let you.Please let me know if you have any questions.Laura

Consumer

Response:

I have reviewed the offer and/or 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.This is the second complaint in Revdex.com online records that directly assigns blame to the marker company. It is not acceptable that a company that is in direct contact with these services and in a sensitive line of work would allow that amount of time to lapse between paying for services and following up. When I contacted Merchant's Hope in June, I was told the order was due to arrive the following week. When I left messages several times throughout the year, I was never contacted, and still have yet to be contacted, even after they received notice from the Revdex.com that there was a complaint. The lack of communication, follow through and service does not reflect the dealings of a proper business, and just doing what is right is not enough. I don't feel that the company should get a free pass and just blame every one else. Everyone else in this chain did their part to make this happen. My family had to lay flowers on the ground a year after our loved one had passed - there is no monetary value to that. However, there should be a penalty business have to pay when they willfully neglect their duty to provide services after payment is rendered. I am not here to blame the marker company - that is not who I had the contract with. In the laundry list of times, dates, calls, and other excuses listed, not one line was "called the customer".

Regards,