Serenity Stone Company, LLC

The original purchase date for this memorial was 1/27/ Our process requires 4-weeks for completion after final approval This can be delayed if the customer does not provide a photo of their loved one Mrs [redacted] did not approve the memorial until 4/9/ She went back and forth on what she wanted the photo to show She never did approve the photo This is why we did not have it She didn't like the photo because it showed a gap in her son's teeth and the photo was blurry Neither issue is something we have control of We re-submitted the photo order on 4/12/ It takes a minimum of days to receive these photos There was another order that was finished in the allotted time period because all of the items we needed from the family had been provided.We did not charge her for the custom artwork on the backs of either monument (which we usually charge for, it's our livelihood) nor was she charged for the engraving which saved her $ We also discounted her an additional $on each stone The photos were discounted also an additional $ This customer was discounted a total of $over all and yet is still not happy! My paperwork will reflect this.We are attaching both files for review The customer is ungrateful and irrational We did not have to offer her such great discounts and we never promised her a date to come out and add the final photo Her lack of urgency is what caused this issue Because the delay was caused by the customer it (off-site installation) was offered as a courtesy when we could make some time This is the busiest time of year in our industry and we had originally intended to get to it after Memorial Day at no charge This offer is no longer an option If she wishes to have us drive out to Acoma, she MUST pay for it Otherwise, she can come get the photo and we will provide her all she needs to place it herself

It saddens me to hear that you are insisting that you weren't given any discounts when your invoices clearly show otherwise. We have all the correspondence we need to show we are and have continued to do our best to satisfy you. I am not sure what more we can do to make you happy apart from more free product. I require a written guarantee that if I take the photo out to Acoma and install it, you will cease any further complaints to Revdex.com or any other outlet to include but not limited to, Newspapers, Emails, Yelp, Facebook, Pinterest or Instagram. I will also require a letter to stating you are satisfied with the work once we complete it. This will act as an agreement between us that is binding and complete. This is my last and only offer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, he must complete the work within a week from today at no cost to me. It is going on two month and my son's headstone is not complete. That's all I was asking them to finish as promised
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  I called Mr. A[redacted]s and spoke to him on several times and him the deadline I had to get photo's to him, he advised he had the stone their at his shop so that will not be a problem.  No phones calls were ever made to me by his staff to inform me.  I did not go back and forth all I requested if the gap in my son's teeth could be filled, you all were the one's asking for a clearer picture of my son with his work shirt, which I advised I could not get and to process with that photo.  No one from the office at least called to let me know the proofs were sent, it had went into my junk email.  What I was quoted when I order the stone was everything I wanted on they stone, the only discount I received was the $50.00, I was not discounted no $600.00 dollars.  When I first went in to Serenity Co.  they seemed  sincere and honest, I guess just to make a sale.  It is not that I am ungrateful and irrational, I am hurt and sadden that people aren't honest.   I hope they never have to bury their child if they have children.  It has been a very difficulty and emotional year, I know I will never get over the loss of my only son, and that is why when I go visit his grave site I would like to look at his photo.  The day I picked up the head stone Mr. A[redacted]s never mention there would be a charge he swore he would come finish it even stated in a email I received from his Administrative Assistant Magdalena G[redacted] she was awaiting A[redacted]s schedule to determine the best time for him to come out and set it for me and they would contact me once they confirm a date and time.  I has been over a month.  The two must not have a conscious Mr. A[redacted]s I am sure recalls what he promised and swore he would do.If he would have mentions they would be a cost involved I would not have picked up the stone until completed, he offered. as long as I had Stacey stone for our ceremony.So he needs to be accountable and come out and completed.  He should be a honest sales man.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

The original purchase date for this memorial was 1/27/18.  Our process requires 4-6 weeks for completion after final approval.  This can be delayed if the customer does not provide a photo of their loved one.  Mrs. [redacted] did not approve the memorial until 4/9/2018.  She went...

back and forth on what she wanted the photo to show.  She never did approve the photo.  This is why we did not have it.  She didn't like the photo because it showed a gap in her son's teeth and the photo was blurry.  Neither issue is something we have control of.  We re-submitted the photo order on 4/12/18.  It takes a minimum of 15 days to receive these photos.  There was another order that was finished in the allotted time period because all of the items we needed from the family had been provided.We did not charge her for the custom artwork on the backs of either monument (which we usually charge for, it's our livelihood) nor was she charged for the engraving which saved her $300.  We also discounted her an additional $50 on each stone.  The photos were discounted also an additional $200.  This customer was discounted a total of $600 over all and yet is still not happy!  My paperwork will reflect this.We are attaching both files for review.  The customer is ungrateful and irrational.  We did not have to offer her such great discounts and we never promised her a date to come out and add the final photo.  Her lack of urgency is what caused this issue.  Because the delay was caused by the customer it (off-site installation) was offered as a courtesy when we could make some time.  This is the busiest time of year in our industry and we had originally intended to get to it after Memorial Day at no charge.  This offer is no longer an option.  If she wishes to have us drive out to Acoma, she MUST pay for it.  Otherwise, she can come get the photo and we will provide her all she needs to place it herself.