StoneMor Partners, L.P

Dealing with this company has been an absolutely horrible experience I have experienced the most unprofessional and unacceptable behavior I have seen the lack of effort to produce an adequate representation of my sister's grave marker to being passed off from person to person including the area manager whom never called back as she indicated she would to work with me on producing an adequate version of my sister's marker I have made complaints from my sister having an unmarked grave for days to eventually them placing a marker with her name misspelled It took more time to have that corrected only to have the corrected template placed on top of the incorrect one The correct one was not cut correctly to fit in the plate so I found it a couple times blown off exposing the incorrect one This is showing the lack of effort they made The incorrect one should have been removed altogether I have been left waiting in front of a locked funeral home for the memorial park manager on a Saturday who was supposed to meet me to finally work on my sister's marker since the area manager never followed through Well, needless to say I eventually left after waiting awhile and trying to have another park manager contact this person At this point I voiced that I wanted to take my business elsewhere This park manager convinced me to let her design my sister's marker and I reluctantly agreed I eventually got the marker designed after experiencing even more situations in the process At no point to this day has the area manager called me Most recently I asked she call me since I was again being passed from person to person to get basic questions answered and it took days to even get any response such as when my sister's marker would come in and what the corporate address was The manager who helped design my marker could not seem to answer those questions and once again tried to pass me to the park manager I told her I would not deal with after her not showing that Saturday She told that manager to call me regarding concerns I had about the park and that was not the questions I wanted answered This manager knew I would only deal with her at this point if they wanted to keep our business but now that she designed the marker she did not want to assist me anymore I reminded her I did not want to speak with that manager and that was not what I wanted to have an answer to at that time Now again I am being passed off to the area manager who to this day has not called me yet Every time you turn around she is off I have contacted the corporate office to file a formal complaint and needless to say that is another situation Most recently as of today I contacted the corporate office again because I have not been contacted by the area manager or anyone else about my concerns It was amazing how know one wanted to provide me with the corporate office information being told by managers and employees at the corporate office they did not know the address In the end I was able to find out this information from the executive assistant who has been assigned to take complaints I spoke with that assistant as of today letting her know I am still waiting for someone to contact me She provided me with yet another name of a regional manager who has yet to contact me yetThis has been a very upsetting experience dealing with people in this type of business who show such unprofessional behavior and lack of compassion and concern for families that have lost a loved one Their website says their mission is to "To Memorialize Every Life with Dignity." They are another corporation who has grown so large they have lost track of their own mission There is so much more to this and I will also be filing a complaint as well with Revdex.com Last thing, families pay alot of money to ensure that their loved ones as well ad the families receive respect and do not have to worry about all of this aggravation They need to remember families are already grieving as well

August 5, Dear ** ***:We are in receipt of your e-mail to us dated June 30, 2014, regarding the complaint filed by the above-referenced individual*** ***, in his complaint, expressed dissatisfaction with the cemetery staff who handled his mother's burial and due to
the alleged disregard of the cemetery staff, he is seeking a refund.We have investigated *** ***'s claims and offer the following responseOriginally, the family was notified that we could not perform a disinterment/reinterment and a new interment within the same day, as we did not know what we might encounter upon opening the grave of *** *** who was interred in He was to be disinterred, a new double depth container was purchased, and *** *** *** was to be placed on top of ***We proposed a "Mock Set" at the mausoleum and a temporary entombment of *** ***, and scheduled the interment for the next day in order to perform the disinterment/reinterment of her husband ***The family was not happy with this as they had family coming from out of town, but did agreeThe morning of the interment, as the ground's crew began the disinterment process, our Maintenance Supervisor felt we could complete the disinterment/reinterment in time and decided to let the Counselor know that we could move forward with interment at the gravesite instead of doing a temporary entombmentThe family was immediately notified upon their arrival at cemetery.There were approximately people present that work for the cemetery to witness the removal of *** *** from the original casket to the new casketIt was determined that the fragment of bone that was found was not *** ***, as he was well preservedOther than the change that morning from a Temporary Entombment to the day of interment, *** Memorial Cemetery did nothing to cause this family stress or any extra costIn fact we provided a casket at no charge to the family for *** ***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

We are in receipt of the complaint filed by *** *** with your organization dated January 5, *** ***, in her complaint, questioned when the correct vase would be placed on her parents' memorial, allowing her to take the vase
currently on their memorial and place it back on to her memorial.We have reviewed this matter with the cemetery and offer our responseThe vase was originally placed on her parents' memorial was damaged in August by a mower operated by our maintenance departmentThe vase was replaced at that time, but with a different vase that had ridges around the base instead of being smooth around the baseComplainant, upon discovering this error, took the vase from her marker and put it on her parents' marker.We are happy to report that we have a new patrician vase, smooth base, currently waiting at the cemetery sales office awaiting approval from *** ***We have been unsuccessful in reaching *** ***, via telephone.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

January 11, 2016Dear *** ***:We are in receipt of your letter to us dated December 8, 2015, wherein *** *** was not satisfied with our response letter detailing the chronology of payments and payment arrangements.Be advised lower monthly payments were agreed to by the cemetery in January and *** *** made the following subsequent payments, at the lower rate, in February and March It was in March, 2015, when *** *** stopped making scheduled monthly payment, and because of the non-payment pattern, it was the cemetery’s responsibility to follow up with her and inquire as to when payments would resume being made on her account.We can state that collection calls have stopped being made to *** ***, as her last four payments were made in a timely manner and according to the agreement between her and the cemetery.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

June 2, 1015Dear *** ***We
are in receipt of your letter to us dated May 18, 2015, regarding the complaint filed by the above-referenced individuals on behalf of their motherPlease accept our apology for not responding sooner, their mother's last name was not the same, and it took some time to identify her as *** ***.After our review of the file, we offer the following*** ***'s contract was originally written back in March with *** Cemetery in the amount of $1,On September 4, 2014, a letter was mailed to *** *** offering her a 10% of the balance of her contract, and allowing her to pay $by September 30, From that date on, there was no reply from *** ***, and after many unsuccessful attempts to reach her, it was then cancelled on March 11, In order to bring this matter to a close, the contract will need to be rewritten and the remaining balance due of $will need to be paid in fullPlease have *** *** contact the cemetery and make arrangements to have the contract rewritten and paid for in fullWe 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 respond in the next day or two Thank you for your patience

We received your letter of complaint on behalf of *** ** *** regarding her late husband's memorialWe can provide the following responses to *** *** complaints:We did receive a phone message via our answering service on 10/12/2015.According to my telephone conversation with *** *** on
10/14/2015, she spoke with an administrator in our office on 10/13/who informed her that she would look into the matter of *** *** ** *** memorial being installed in the incorrect grave space, and return the call with more informationShe did not have a resolution by end of business day and did not return *** *** call on that particular day.I called *** *** on 10/14/to discuss the issue of the memorial being in the incorrect grave spaceI was able to confirm by visual inspection that it was in the incorrect placeI called *** ***, again, on 10/14/to confirm the mistakeShe informed me then that she had spoken with a representative named Ken at Gingrich Memorials, which is the outfit that installed the memorialKen had told her he needed permission to come to Grand View Memorial Park to remove the memorial and to reinstall the memorial in the correct spaceI left the information for the Administrator to contact Gingrich Memorials the following day to schedule the re-installationThat call was made, and Gingrich Memorials informed us that they would be able to reinstall the memorial next week (week of November 2). *** *** calls were returned to her within three business days of each time she called our officeThe answering Service was answering our phones during the week she was calling because we had an employee on vacation and two other employees were out sickI apologized to her several times about our lack of personnel to assist her immediately upon her callHer concerns were addressed in a timely mannerGingrich Memorials has been contacted, as previously stated, and they are scheduled to enter Grand View Memorial Park and reinstall over the correct grave space; specifically, *** ** *** *** *** ***, grave Should you, or the complainant, have any more questions, or concerns, please do not hesitate to contact me directlyThank you.Respectfully,Sarah EB***

May 30, We are in receipt of your e-mail to us dated May 13, 2014, regarding the complaint filed with your organization on May 10, by the abovereferenced individual*** states that the cemetery allegedly sold her mothers plot to another individual without her
consent.After a thorough review of the file, we can state with certainty that *** allegations are completely without meritBe advised that *** entered into a contract with *** *** *** on September 22, for the purchase of two spaces and two grave openings, for a total purchase price of $3, She made a down payment of $160.75, and for the next three months made monthly payments in a timely fashionHowever, throughout the next months, no payments were receivedUpon receipt of the 11th delinquency notice by ***, she began making small payments for the next six months, Again, payments ceased to be made on her account, and after delinquency notices to *** ***, the contract was cancelled.Please note, however, the principal paid in to date is always availabie for a future credit.We appreciate the opportunity to respond to you in this matterShould you have any additional questions, please let us know.Sincerely,

August 31, 2016Dear *** ***:We are in receipt of your letter to us dated August 25, 2016, regarding the complaint filed by the abovereferenced individual*** ***, in his complaint, states the gravesite of his mother has been neglected, and questions why the headstone has not been updated
to reflect the year of her death.After our review of the file, we are pleased to report that prior to receipt of the complaint, a work order was issued to address the condition of the gravesite in question, and to add fresh top soil to the grave, and then seed the soilThis was completed on Wednesday, August 24, 2016.With respect to the death date, it is our understanding that an outside vendor was chosen to complete the final death dateTo date, we have not been contacted by the outside vendor, who will need to apply for a permit to do work in our cemetery on this stone.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

[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: ***
I am rejecting this response because: as you can see with
my original response in making the complaint that the company was definitely informed of my address change and this new address was given to them in the February letter that I provided for you as evidence and they most certainly had that addressThey are lyingAlso, I had to argue with them to give me the refund, they did not want to give it to me willinglyIt is interesting how a company such as this will LIE, DISTORT THE TRUTH, AND MANIPULATE facts so as to appear in a different mannerThey are not an ethical company and I want this posted on the Revdex.com website so other people will see that they are from my experience and refuse to do business with them. I was never informed by the cemetery that they were not going to build the mausoleumI had to figure this out for myselfI also questioned the sales representative about this and I could not get a straight answerI asked Jim and Roger who work at the cemetery about the crypt and they stated that this new company has not informed them of what they are going to doI asked how many other people they sold crypts too and they stated I was the only oneI said well if they were going to build it then they would have had you keep sellingThis is not ethical and they do not operate ethicallyAs a matter of fact, I have billing that they were sending me in December with my current address in North Carolina that they stated they did not haveThey were continuing to bill me for a service that they NEVER intended to fulfillThey are dishonest and unethical, Do not do business with this companyAgain, I had to fight with them to get my money back and they most certainly sent the check to my New Mexico home ON PURPOSE knowing full well my current out of state addressThe letter I uploaded proves that and my experience with them and the prior billing proves they also KNEW my address in North Carolina before I even cancelled the contract and AGAIN gave them my mailing address in North CarolinaThey are not an ethical company and I will not buy any burial plot from themNO WAYI am originally from Illinois and they own several cemeteries thereI will not be buying anything from them in the future and I encourage other people to do the samePlease post this letter and my experience on your website.Thank you,*** ***
*** ***

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.
We visited the cemetary today and verified that sod has recently been placed on my Mother's and brother's graves I sincerely believe that this was a direct result of the Revdex.com's intervention into the matter I deeply appreciate the actions that Revdex.com took to assist me with this matter Regards,
*** ***

We are in receipt of your letter to us dated January 21, 2015, regarding the complaint filed with your organization on January 20, by the above-referenced individual, Ms*** questions why her account was drafted twice, and she sequests that her automatic payments stop immediately, and she
be refunded the second draft.After our review of the file, we offer the followingDue to an error our Company experienced with its banking institution, Ms*** was one of a few customers whose account was drafted twice for the same amountWe acknowledge the inconvenience caused to Ms*** and as a resolution, we have immediately stopped her automatic draft, and will mail her a refund for the second draft on Monday, January 26, We are willing to reimburse Ms*** any bank charges she may have incurred due to our banking errorIf she did incur any bank charges, please mail them to my attention, at the address listed belowWe appreciate the opportunity to respond to you in this matterShould you have any additional questions, please let us knowSincerely,Toni F* Compliance Manager

February 12, 2015Dear *** ***:
Enclosed please find our check made payable to you in the amount of $3,364.00, representing the purchase price of the marker you ordered and paid for your in-laws, *** and *** ***Please note that this refund to you will cancel out the
unused marker for *** and*** ***.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

[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.
Regards,
*** ***

November 3, 2015Dear *** ***:We are in receipt of your most recent letter to us dated October 29, 2015, wherein *** *** was not satisfied with your response regarding the complaint initially filed by him with your organization.Please note that on October 30, 2015, *** *** 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, 2015.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

[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: ***
I am rejecting this response because:
While *** Memorial Park is correct and that they have issued a check to the estate of my uncle, the amount is incorrect*** issued a refund for the exact amount that *** *** paid in According to law, these funds are held in an interest bearing trust account until neededI was told by Chuck M*** that he was told by the person in charge of this end of the business that there is no interest due on these funds. I find this hard to believe. These funds were held in trust for *** *** since 2007. Where is the interest???
Regards,
*** ***

[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.
Regards,
*** ***

there is nothing attached or no reference to an id numberTell us why here

April 13, 2017Dear *** ***:We are responding to your letter to us dated April 11, 2017, concerning the above-referenced case matter and the refund
requested by *** ***r, Jrstating he paid for services for his father that had already been covered under a previous contract.After our review of the file, we agree with *** *** and note that the same services were originally purchased in 2014, under contract ***Therefore, a refund in the amount of $4,will be issued to *** *** within the next two weeks.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

A response is being placed in the mail today
Toni F*
Compliance Manager
StoneMor Partners, LP
*** *** ***
*** *
Levittown, PA ***
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