Milano Monuments

Tell us why hereFrom *** ***To Revdex.com8-1-16 The facts in this complaint have not changed I met with the people at Milanos many times and spoke with them by phone many times and agreed to a $purchase of headstones to be delivered to *** ***, *** *** CemeteryThere is no question that they knew and wrote down the necessary details of the delivery (they never bothered to give me a copy of anything except a receipt!): The headstones must be in the correct order A temporary stone foundation would be used as a foundation for one headstone as it was too early to pour the permanent foundation for it The headstones must be aligned in an exact rowThey had no problem with my requests at the time of purchase and I put my complete trust in them to do all that was necessary to complete the job. Milanos never even mentioned any problem with my requests at any time including after they made their delivery of the headstones when they obviously should have known that they could not and did not meet my requirements in our contract The day after their delivery I found that the:Headstones were not in the correct order One headstone was on wooden blocks and not on a temporary stone foundation The headstone on wooden blocks was several feet out of align from the other stones. In their earlier response to my Revdex.com complaint, Milanos admits that they contacted *** *** and spoke with *** many times who assured them that a “temporary foundation would be in place” for delivery of the headstones, but just now, in their defense, they provide a letter from *** *** stating that the *** policy is that the one headstone would need to be placed on wooden blocks off line of the other stones at the grave site “Wooden blocks” are not a temporary headstone foundation! How is it possible that Milanos knew nothing and never said anything to me about a policy at a cemetery that they have worked with many, many times that clearly contradicted my instructions and our agreement when I made my purchase and payment to them for a temporary stone foundation? As I have stated many times already, all Milanos had to do was tell me there was a problem with my requests and I would have discussed it with the *** myselfThe *** of *** and the *** have been very considerate and compassionate and have allowed me, since then, to move and align the one, special headstone and all is as it should be, per the attached photo. I have tried to keep my complaint focused on the incompetence of Milano Monuments, but in the most recent response by Milano to the Revdex.com, the owner brings up personal and private discussions that we had with her by phone about the complaint and belittles my daughter’s cancer foundation and makes defamatory insinuations about a foundation letter that I sent to her at her request. The fact is that the Milano owner called after I had complained to the Revdex.com and spoke with my wife and expressed her sympathy, her apology for the mistakes and offered that her daughter had also died of cancer (this was all very much appreciated). She then offered to place a wreath at Christmas for my daughter (which was very generous and in my mind would have completely settled my complaint)My wife told her that we would discuss her offer and call her back. My wife called Milano back the next day and expressed our appreciation of the offer of the Christmas wreath, but Christmas and Easter were terrible days for my daughter that we would never celebrateWe suggested a wreath at Halloween, our daughter’s favorite holiday (see the “bats” in her attached foundation logo) or consider a donation to her cancer foundation of the cost of the wreath (since she had also lost a daughter to cancer this sounded reasonable and in my mind would have settled the matter) Milano requested a written confirmation of the foundation address (the letter that is attached was sent to her) also suggesting to us that she would, instead, consider making a donation for the cost of the wreath that she had offered. Several weeks passed and there was no response from Milano and we had to assume that she received the letter and, to our surprise, changed her mind about the wreath or a donationI proceeded to contact *** *** for more information and had to reopen the Revdex.com complaint since they had closed it when I had not responded for so long while waiting for Milano to get back to us Now, in her most recent Revdex.com response, the owner references our daughter’s cancer foundation with disdain and insinuates that the letter (that she requested) is a demand for a donation, whereas anyone reading the letter could see that there is no demand of any kind. Everything that I have said in my responses to the Revdex.com are true facts and there is nothing left to discuss and I will not respond againIt is obvious that: Milanos was incompetent in their delivery and in confirming the procedure of *** ***, which is NOT my job Milano’s claim that they would have fixed everything within hours after I discovered the mistakes is just speculation Milano could not be trusted in personal, private negotiations to resolve this matter and was personally derogatory to us and our daughter’s cancer foundation. I will not ever accept any offer or donation or anything of any kind from Milano to resolve my complaintThey have proven that they should not belong to the Revdex.com and should be removed

Milano Monuments Brookpark Road Cleveland, OH 44135 216-362-1199 June 7, 2016 *** *** Dispute Resolution Team Leader Revdex.com Euclid Ave4" Floor Cleveland, OH 44115 RE: Revdex.com case #*** Mr*** entered Into a
purchase agreement with Milano Monuments on April 19, for three (3) custom order granite headstones to be placed at *** Cemetery in Madison, ***On that date the family was told they could expect the headstones to be ready for delivery in approximately to monthsThese headstones are not, In stock", Items due to their unique shape and finishTwo weeks later, Mr*** returned to Milano Monuments insisting that these headstones be placed at the cemetery by Memorial Day, (May 30, 2016), despite the granite needing to be custom ordered. Milano Monuments is dedicated to serving ALL families who have lost a loved one and Mr*** is no exceptionHis salesperson, Zach, met with him several times to go over every detail and address every concernMilano Monuments made the decision to expedite delivery of the custom granite at the company's expense. Milano Monuments is required to comply with each cemetery's rules and regulations.*** *** was sent approval/foundation requests with full payment on April 21, The cemetery Is responsible for placement and installation of all headstone foundations. Milano Monuments has NO authority or control over cemetery operations. On May 20, we were notified by *** with *** *** that concrete foundations had been poured for the pre-need markers for Mrand Mrs***At that time, we were told that a temporary foundation would be, "installed", for Mr***'s daughterBetween May 20th and May 27th our company spoke with *** several timesEach time we were assured that a temporary foundation would be in place. Headstone production was expedited and three headstones were delivered on Friday May 27, 2016. in response to the complaint issued by Mr***: Three completed headstones were delivered to *** Cemetery on Friday May 27, for the Memorial Day holiday as Mr*** requestedWhen our delivery crew arrived, there was no temporary foundation in place for Mr***'s daughter as we had been informed numerous times by *** ***We immediately contacted the Cemetery ***, who Instructed our crew to place the headstone on wood to the side of the grave because the ground on the grave had not yet settled, (which is why a permanent foundation could not be poured)Our delivery crew set the pre-need markers on the concrete foundations provided by the cemetery. Mr*** contacted Milano Monuments on Saturday May 28, to tell us that the pre-need markers were placed on the wrong foundations and that he was unhappy with the way his daughter's headstone was placed to the side of the grave. He proceeded to tell Zach at that time that he had moved the markers. We regretfully acknowledge that our delivery crew placed the pre-need headstones on the wrong foundationsWe also regret that Mr*** took it upon himself to move the headstones on his ownWe have a location nearby In GenevaWe would have been out to the cemetery immediately to take care of this for the family had we been given the opportunityAs for the placement of his daughter's marker; our delivery crew followed the instructions of the Cemetery ***We are obligated to follow their instructions. We were able to gather all Milano Monuments employees involved and reach out to the Cemetery *** after the holiday weekendWe wanted to do this so that we could understand what had taken place before reaching out to Mr***. A member of the Milano family did reach out to Mr*** last week and left a message for him to callMrs*** returned the call and had a conversation with Marie MilanoMrs*** said she would convey the message to Mr***To date, we have not heard back from Mr***, We were made aware that Mr*** has had a conversation with the Cemetery *** who reiterated the need for his daughter's headstone to be placed where It was by our crew. In summation, we are sorry we were not given the opportunity to set the misplaced markers on the proper foundationsMr*** informed us that they had been placed incorrectly only after he had moved them himselfWe are waiting to hear from Mr*** so we can further discuss this matter

Milano Monuments 14600 Brookpark Road Cleveland, OH 44135 July 19, 2016 [redacted] Dispute Resolution Team Leader Revdex.com 2800 Euclid Ave. 4th Floor Cleveland, OH 44115 RE: Revdex.com case #[redacted] In response to Mr. [redacted]'s July 2016 letter: We regret that Mr. [redacted] feels it necessary to voice his concerns in this manner when he has still NEVER returned our phone calls and attempts to have a conversation with him. The only communication we have received since our attempts to reach him is a request, in writing, for a donation to a foundation being created in his daughters' name. We too, have had multiple conversations with the [redacted] in [redacted] regarding this matter. Contrary to Mr. [redacted]'s statement and confirmed by the Cemetery [redacted], there were NO [redacted] employees on site when we delivered 3 markers on 5/27/16. Our delivery crew reached out to the cemetery [redacted] at the time of delivery and left Lori [redacted]'s marker as we were instructed by the cemetery [redacted]. Our understanding is that the [redacted] will also be addressing this issue in a separate letter to the Revdex.com. We have already taken responsibility for the error in placing the pre-need markers. Our company employee that lives 10 minutes from the cemetery could have corrected the problem within the hour — but we were never given that opportunity. For Mr. [redacted] to say otherwise is just not true. Milano Monuments is a family-owned business that has been serving families who have lost loved ones for more than 50 years. While we understand that every person mourns the loss of a loved one differently —that fact that Mr. [redacted] can say we would ever intentionally hurt or cause harm to a grieving family is almost slanderous. We still hope to have a conversation directly with Mr. [redacted] regarding his concerns.