Shetler Memorials

Review: The woman we dealt with was very unprofessional in the way she dealt with our issue with the headstone which was ordered for our father. They have you sign off on a proof and we should have never been called to pick up the stone because it did not have the border on. Evidently she never looked at the stone when it came in because she would have seen it was not right immediately. She was not there when I picked it up and gave them the final payment on it. I called in regards to the stone and she said she would get back to me. She told me she would get us another stone when she called me back. Then she called back a day or two later and said we would have to bring the stone back to get it corrected. I told her I would like my final payment back until the stone was corrected and returned and she told me there was no way I was going to get my payment back. I was so upset I did not get back to her right away, but when I did I told her we were not returning the stone and that I should never have been called and she was not doing her job because evidently she never looked at the headstone when it came in. I felt if we took the stone back, that we would wind up with no stone and the money was already put out. I told her since the border was not on the stone we would like a partial refund on the stone and we would keep it as is. She was suppose to get back to me with an answer and I have not heard from her. The number did appear on our caller ID one day, but she never left any message and never tried to reach me again. This is a very stressful time in a persons life when losing a loved one and I was very disappointed in the entire process. I told her when I first went down we wanted a stone exactly like my mothers. When the font was wrong I even took a picture of my mothers stone and showed it to her. It was purchased at this same place and she had her paperwork. When the stone was initially ordered the proof came back with the wrong font and we got that straightened out.Desired Settlement: we would like a discount on the stone we received because all the engraving was not done that was figured in on the original contract.

Business

Response:

Below is the information I sent a couple weeks ago on a consumer complaint. We have resolved all issues with this family.

Thanks,

We take any complaint towards our business very seriously and we are making an effort again

to contact this valued family. We have had an indepth conversation with the sales representative and

we both agreed that we would try to accomodate the family the best we could.

We completed an approval of the memorial the family purchased and she reviewed

and approved the drawing for us to complete the memorial. The family can suggest that we got it

wrong but the reason for us completing approval drawings is to prevent errors not create them. The family had

a chance to realize an error occurred when reviewing the drawing but they did not let us know there was

an error so we completed the memorial like the approved drawing. It is unfortunate when errors occur because as you

can see we complete approval drawings to try to prevent errors. However, after being in business so many years

we realize errors occur from time to time that neither us or the family is totally in the wrong. In this case, we

feel we and the family are both to blame for this mistake. I reviewed the error and the mistake can be easily fixed.

We have offered to pick up the marker correct the error and reset the marker for the family at no charge; so they

will not be inconveinced to have to bring the marker back to us. I hope this family will contact us soon so we can

resolve this issue for them in a satisfactory manner.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Please remove the complaint I made. Thank You for your assistance ink this matter.