StoneMor Partners, L.P

StoneMor Partners also own Old Dominion Memorial Gardens in Roanoke VA I have no complaint with the sales rep there, but Corporate is another story altogether The condition of the cemetery grounds and the mausoleum are shameful The roadway is rutted and desperately needs paving The roof on the mausoleum leaks and the carpet inside is stained ~ goodness knows what damage to crypts/niches ~ and needs to be replaced The pillars outside the mausoleum need to be refaced and painted There are mud dauber nests in the ceiling Families follow the hearse carrying their loved one to the rear of the mausoleum where scenery includes maintenance equipment and a minimally restricted view of vaults piled highI have read complaints on Facebook from family members whose loved ones are buried in other StoneMor-owned cemeteries throughout Virginia and they read like a broken record Maintenance issues abound, yet I'm told budget concerns prevent improvements Also noteworthy, many people complain about the total lack of response from StoneMor when they call with complaintsCorporate appears to blame lack of sales representatives for the recent downturn in their stock I would submit the downturn is more likely related to plain ol' customer service, something the folks at StoneMor would do well to make their mission, rather than fret about "automating marker orders"How likely am I to recommend this business to a friend, family member, etc? Sadly, there's no option for 'No Way in Hell'

We will need the name of the cemetery to look into this matterthank you Tell us why here

September 12, 2017Dear [redacted] :We are responding to your letter to us dated August 22, concerning the above-referenced case matter and the inquiry by [redacted] as to why her father's date of death has not been engraved on his headstone.We have reviewed the file and note that the cemetery administrator dropped the ball on this matter by only submitting one rubbing and not following up with the orderUpon receipt of the complaint, immediate action was takenThe rubbing was completed on August 24, 2017, and the engraving was completed on August 26, 2017.We apologize for any inconvenience experienced by the family, and can state that upon [redacted] 's next visit to the cemetery, we are confident she will be pleased with the finished marker.We appreciate the opportunity to respond to you in this matterIf we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F.Compliance Manager

September 6, 2017Dear [redacted] :We are in receipt of your letter to us dated July 26, 2017, concerning the complaint filed with your organization by [redacted] questioning why the inscription for herself, previously paid for on March 3, 2017, has not been inscribed on the family's headstoneShe is also asking why she has not received an updated/revised copy of her mother's memorial which contained an incorrect date of death.We have reviewed the files and note that the cemetery administrator who recorded the purchase misunderstood that the inscription was to be completed now and not at the time of needWe apologize for this misconception and have instructed the cemetery administrator to immediately submit a work order for the engraving to be doneOnce completed, we will notify [redacted] .Concerning the memorial tribute containing the incorrect date, the staff is looking for the original order and will have it revised with the correct dateOnce we have the updated memorial, the cemetery will contact [redacted] .We appreciate the opportunity to respond to you in this matterIf we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni FCompliance Manager

July 29, 2015Dear [redacted] :We are in receipt of your letter to us dated July 16, 2015, regarding the complaint filed by the above-referenced individual [redacted] , in her complaint, questioned the inquiry by the cemetery to come to her home to update her file, and requested going forward that calls to her from the cemetery cease.We have thoroughly reviewed the situation and offer the following responseThe cemetery's inquiry to [redacted] was to update her file and introduce our sales counselor to her, as well as inform her of the cemetery's agreement with the Archdiocese to manage [redacted] Cemetery.We respect [redacted] 's wish to not be contacted in the future, and will mark our files accordingly.We appreciate the opportunity to respond to you in this matterIf we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni FCompliance Manager

October 28, 2015Dear [redacted] :We are in receipt of your letter to us dated October 1, 2015, regarding the complaint filed by the abovereferenced individual [redacted] , in his complaint, questioned why the granite stone ordered for his mother, father and brother had not yet been installed.Let me apologize for not responding soonerUpon receipt of your letter, I contacted the cemetery and was informed that a response had been sent to [redacted] , Consumer InvestigatorUpon receipt of your second notice, it was realized that [redacted] represents County of Bucks, Consumer Protection Division, and not the Revdex.com.Attached is a copy of our response to the County of Bucks, explaining the action steps taken by the cemetery as of our response date, October 15, Since that time, Matt S***, the cemetery’s sales manager, has been corresponding with [redacted] regularly [redacted] reviewed the second proof and stated that birth/death dates of his father were incorrectWe revised the proof to reflect the new birth/death dates and expect to receive the proof back very shortly to submit to [redacted] for final approval.We appreciate the opportunity to respond to you in this matterIf we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F.Compliance ManagerDear SirThis is a response to a letter received on October 12th in regards to a complaint filed by [redacted] (Complaint number 2015-10-0101)I have attached a copy of a proof that we have given [redacted] with the corrections that he requestedThe first proof that was designed had the Fire Fighter insignia on the wrong side (Mother's) have attached the original proof for your reviewThe most recent proof does have the insignia on the correct side (Father)[redacted] had taken a vacation on September 10th and did not retum until the latter part of September and we did have a problem trying to contact himWe apologize for the first proof being designed with a few mistakes but this is the reason that we design them so that we do not have the stone manufactured and find that something is wrong.If the current proof is correct we can immediately let our manufacturer start the stone and have it sent for delivery to [redacted] Cemetery, We apologize for any inconvenience that this may have causedIf anyone has any other concerns I can be contacted at the ###-###-####.Sincerely,Matthew S

December 5, Dear [redacted] : We are in receipt of your letter to us dated November 20, regarding the complaint filed with your department by the above-referenced individual [redacted] , in her complaint, states that as Executrix of the Estate of [redacted] , she would like to a full refund on [redacted] ’s account with [redacted] Memorial Park.We have reviewed [redacted] ’s file and due to [redacted] Memeorial being unable to provide the urn at the time of [redacted] ’s death, we hereby agree to issue a refund for the entire amount of [redacted] ’s contract with [redacted] Memorial Park to the Estate of [redacted] in the amount of $2,We appreciate the opportunity to respond to you in this matterIf we can be of any further assistance to you in this matter, please let us knowSincerely,Toni F Compliance Manager

We will be refunding the customer for the monument which I will formalize in a response letter to you tomorrow

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me in regard to my original complaint More for the business:I want you to be aware that [redacted] ***s [redacted] conned my elderly father into getting a burial plot for me They claimed it was at no chargeWhen we met with [redacted] ***s on Sept 25th, to firm up the transfer we were told that it was not freeHe was also charged for the three plots even though two were already paid for up in Pgh The man who set it up left the company So now I'm stuck with a plot I don't want or need and my dad is out We probably could have flown both bodies to pgh for that amount when the time came Shame on your company for dupping older people Regards, [redacted]

November 5, 2015Dear [redacted] ***:We are in receipt of your letter to us dated October 2015, regarding the complaint filed by the above-referenced individualPlease accept our apology for not responding Sooner, as your letter to us was inadvertently misplaced [redacted] , through her complaint, questioned why the cemetery had not yet provided any of the services listed on her contract.We have reviewed our files and offer the following response [redacted] entered into a contract with Resurrection Cemetery on November 14, for an Initial Opening and Closing, Final Opening and Closing, and a marker, in the amount of $2,159.00, and made a down payment the same day in the amount of $Since that time, a total of $has been paid on the account, leaving a balance due of $1,339.00.On January 30, 2015, after [redacted] made one payment on her account, she asked to have her monthly payment of $lowered to $As a goodwill measure, the cemetery agreed to accept a lower monthly payment of $to help keep her account in good standingIn February and March of 2015, [redacted] made her payments on time; however, up until now, payments have not been received on a timely basis, and a couple of payments were not made.Until the account is brought current, the cemetery cannot perform any services; and further, until the Initial and Final Opening and Closings services are paid in full, the cemetery cannot perform that serviceThereafter, the remaining portion will need to be paid in full in order to place the stone on the gravesite.We appreciate the opportunity to respond to you in this matterIf we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F.Compliance Manager

November 3, 2015Dear [redacted] : We are in receipt of your most recent letter to us dated October 29, 2015, wherein [redacted] was not satisfied with your response regarding the complaint initially filed by him with your organizationPlease note that on October 30, 2015, [redacted] approved the proof and asked to be provided with a timeframe for completion within the next weekWe are pleased to report that the manufacturer has provided us with a delivery date on Friday, November 6, We appreciate the opportunity to respond to you in this matterIf we can be of any further assistance to you in this matter, please let us know.Sincerely, Toni FCompliance Manager

October 2, 2017Re: ID [redacted] , [redacted] Dear [redacted] We are in receipt of your most recent letter to us dated September 28, We apologize for not responding to this matter sooner.After reviewing the matter, we note that sod was placed on the graves of [redacted] and [redacted] *** [redacted] Due to the recent lack of rain, the sod does appear to be dormantThe cemetery has agreed to re-sod if it doesn't come back after a few good rainstorms.If we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni FCompliance Manager

September 20, 2016Dear [redacted] :We have carefully considered [redacted] ***'s request for a refundWe believe that the contract she executed is a valid contract and the cemetery has in no way breached any of the terms of the agreement However, as a good will gesture, we will agree to process a refund to her in the amount of $230.00, representing an $payment made by her after the contract was cancelled, and the credit amount of S147.00.We appreciate the opportunity to reply to you in this matterShould you have any additional questions, please let us know.Sincerely,Toni F.Compliance Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The November 1, response from Toni F [redacted] at Stonemor still did not state or address all of our reasons for the refund requestThe Stonemor's letter stated the additional size information for the vaults and reference provision #on the back of the contract Per provision #6, we were to receive a "certified" letter stating that we are in default and given time to correct the defaultWe have not received such a "certified" letter before we started this process of closing our accounts and sent in our request for a refund with a "notarized" and "certified" letter dated June 10, Two months latter, we did receive two "certified" letters dated August 12, and August 18, for the same account number stating that one account was cancelled and our funds "will be forfeited by you as liquidation damages".We request that Stonemor Partners, L.Pre-read our June 10, letter and issue our full refund as requested Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: My complaint was the company was harassing me over the late payments and constantly dunning me on Sunday mornings at 8:am to pay The phone calls where totally inappropriate, this was my complaint I was aware that I signed a contract and the goods would be delivered when paid in full, however, I was late due to many unexpended surgeries and did advise them of this I was out of work and tried to pay to the best of my ability Resurrection Cemetery ignored my request and would not stop with the constant phone calls and late notices This is my complaint the harassment and phone calls!!!!! Regards, [redacted]

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We will look into this and respond accordingly Thank you

This letter is in response to your letter to us of June 27, concerning the complaint you received from [redacted] In her complaint, [redacted] requests that the cemetery cancel her contract and refund to her the monies paid toward the purchase of vault.We have carefully considered [redacted] ’ request for a refundWe believe that the contract she executed in February is a valid contract and the cemetery has in no way breached any of the terms of the agreementFurther, the cemetery is under no obligation to cancel this valid and binding agreement and process a refundAs such, we decline her request to cancel the contract and process any refund.We appreciate the opportunity to reply to you in this matterShould you have any additional questions, please let us know.Sincerely,Toni F [redacted] Compliance Manager/tjfCC [redacted] ***

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] On June 24, 2016, late afternoon, [redacted] Cemetery, Osceola, IN, informed me by telephone that sod was placed on my husband [redacted] ***'s grave I inspected the grave site that evening and found that sod had indeed been placed I am finally satisfied that my husband's grave finally has grass He was buried March 22, 2014, and has had dirt on grave up until now, in spite of my many requests that grass be planted Now after over two years from my husband's burial, there is sod on the grave, and I am satisfied However, I have been very upset for over two years until now that my husband's grave site was not properly taken care of and that my requests for same were ignored I received no apology for the terrible treatment of the grave site and me[redacted] ***

We will be issuing [redacted] a full refund in the amount of $4,040.00.We will formalize in a letter in the next day or two.Tell us why here