StoneMor Partners, L.P

February 10,
Dear *** ***:We are in receipt of your letter to us dated February 3, 2016, regarding the complaint filed by the abovereferenced individual*** ***, in her complaint, questioned why the bench she purchased for her mother's grave site has yet to be
installed.After our review of the file, we offer the followingThe memorial bench ordered by *** *** for her mother was inadvertently misplaced in the office by the cemetery administrator, who shortly thereafter receiving the memorial bench order, went on FMLAWe apologize for this error and offered *** *** a discount on the bench for the inconvenience caused to her for our error*** *** requested us to cancel her order for the memorial bench and refund all monies paid in to date.We have processed the refund in the amount of $3,and *** *** should receive our check within the next daysWe 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 knowToni FCompliance Manager

Complaint: ***
I am rejecting this response because:------ Forwarded message ----------From: *** *** Date: Wed, Jun 15, at 9:PMSubject: Complaint # *** *** ***To: "***@myRevdex.com.org" Hello ** ***,Please reopen our case (if it is closed) with the following rebuttal. Attachments *** *** and *** are receipts for purchases. I do not know if the rebuttal to StoneMor will come thru via email as formatted so I've included scans of the rebuttal as attachments *** *** and ***
Thank you for your assistance.*** *** *** *** ***Rome, GA ***June 15, 2016*** *** ***Revdex.com serving Metro Washington DC and Eastern PennsylvaniaNorth Front StreetHarrisburg, PA 17102 Re: Complaint ID *** *** ***Attachments: ***
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***Dear *** ***:We are in receipt of both your letter, dated June 6, 2016, and the response by Toni F* of StoneMor, dated June 2, 2016, regarding the complaint we filed on May 25, 2016, requesting that StoneMor honor the Emergency Burial Certificate issued to *** ** ***, now deceased, and issue a refund of the monetary value of the Certificate in the amount of $750.After reviewing MsF*’s reply, we reject this response for the following reasons:1. Mr***’s interment (burial) arrangements met both AT-NEED and conventional GROUND BURIAL requirements as stipulated on the Emergency Burial Certificate, specifically as quoted from the Certificate, as follows: “The holder of this Certificate, his or her spouse or any legal child will be allowed credit in the amount stipulated above when applied to the purchase of preneed or at-need companion cemetery arrangements, defined as: Mausoleum entombment, lawn crypt internment, or conventional ground burial(If cemetery arrangements are made for only one individual, the amount of credit will be 50% of the amount stipulated above.)”2. Egregious falsifications: MsF* dishonestly invents fictitious and imaginary claims and dates, in paragraph 4, that burial arrangements were made in 2014. Let me correct MsF* on this falsification. Both burial arrangements were made and the grave marker was purchased for Mr*** on the date of his death, April 1, 2016 as shown on the attached receipt(s) and as described within the original complaint. This is defined as “at-need arrangements” and meets requirements specified within the Certificate. MsF* is quoted as follows: “Unfortunately, upon the death of *** ** ***, his burial arrangements had been made and paid for on February 10, 2014. The certificate required the purchase of mausoleum, lawn crypt or interment rights, which were not made when the family purchased the marker.”3. Terminology: MsF*’s deception continues as she attempts to confuse language by stating in paragraph of her reply that “interment rights” were part of the requirement as stipulated in the Emergency Burial Certificate. This terminology was not included within the Certificate. Interment rights for **(and ***.) *** were purchased in 1997. “Interment right” is defined as “the right to inter human remains in a particular interment space in the cemetery.” Additional industry standard terminology definitions are on the following page. MsF*’s is quoted as follows: “Unfortunately, upon the death of *** ** ***, his burial arrangements had been made and paid for on February 10, 2014. The certificate required the purchase of mausoleum, lawn crypt or interment rights, which were not made when the family purchased the marker.” 4. The Emergency Burial Certificate was issued on June 2, 2011, with an expiration date of June 2, and was presented to Mary W*** of *** Memorial Gardens/StoneMor on May 16, 2016. The Certificate does NOT stipulate that it must be presented at the time of purchase of burial arrangements, grave marker, or opening/closing of the grave. It does NOT specify any given time frame within which the Certificate must be presented, other than prior to expiration. It has become increasingly apparent that MsF* and StoneMor behave toward their customers with deceit, rather than facts.We reiterate our request for a refund of the monetary value of the Certificate in the amount of $750.Funeral and cemetery industry standard terminology for the following terms are defined as follows and can be easily accessed on myriad on-line sources. at-need: funeral and cemetery arrangements made at the time of death. http://www.dignitymemorial.com/*** interment right: the right to inter human remains in a particular interment space in the cemetery. https://www.iccfa.com/government-legal/model-guidelines/glossary-terms grave marker: any above-ground device or monument to mark a grave. http://www.in.gov/dnr/historic/files/cem_glossary.pdf plot: A measured piece of land in a cemetery in which interment rights are purchased by a family or individualA plot usually contains two or more graves. http://www.dignitymemorial.com/en-us/library/glossary.page#p interment: the burial or other disposition of a dead body. http://www.in.gov/dnr/historic/files/cem_glossary.pdfThank you for the opportunity to address our complaints to the Revdex.com and yourself, *** ***. If you need additional information regarding this complaint, please let us know.Sincerely,*** ***cc: *** *** *** ***Regards,
*** ***

--------- Forwarded message ----------From: Toni F*Date: Thu, Jan 8, at 12:PMSubject: Complaint no***, *** ***To: ***@myRevdex.com.org
Per our conversation earlier today regarding the refund issued to the Estate of *** *** in the amount of $2,637.50, please note that at the time the contract was signed, no finance charges were included and only straight payments were made; therefore, no interest or finance charges were attached to the *** ***'s contract, dated and signed July 35, If you request anything further, please let me know-- Toni F*ompliance Manager

December 11, 2017Dear *** ***:We are responding to your letter to us dated December 11, concerning the abovereferenced matter regarding the delay in the placement of a grave blanket on *** ***’s gravesite at *** Memorial Park in Joliet, Illinois.We have reviewed the file and
offer the following responseFirst, we would like to apologize for any inconvenience caused to *** *** for not having the grave blanket installed according to the installation timelineUnfortunately, we experienced a delay in the delivery of the grave blankets with our vendor, through no fault of our own.We are pleased to that the grave blanket has been installed, and as a measure of goodwill, we have credited the customer’s credit card in the amount of $80.00, transaction no***.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 12, 2017Dear *** ***:We are in receipt of your letter to us dated September 1, regarding the complaint filed by Brionna Grooms with our organization concerning the order and installation of her father’s headstone.After reviewing the file, the headstone was paid off in February
2017, at which time the original order dated February 12, should have been sent to the family to approve and sign off onUnfortunately, this was not done; we want to state that the cemetery has been through some management changes, as well as administrative staff changes, in the hopes of eliminating errors of this typeTo that end, the headstone was ordered on August 5, 2017, proof received back from the manufacturer on August 14, 2017, approved by ** *** on August 31, and is now in the stages of productionThe manufacturing company said it was running to four to six weeks on orders, and we requested a rush on this order.We sincerely apologize for any inconvenience experienced by the familyWe 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 1, 2016Dear *** ***:This letter is in response to your letter to us dated October 17, 2016, wherein the complainant rejected our response citing that she has yet to receive the information regarding the vault
dimensions, and again requests that the Cemetery cancel her contracts and issue a refund.Our previous response dated October 10, failed to include the third outside dimension: Here is the corrected information for the Cremation vaults:Inside dimensions (inches): L 12% W H-%, Outside dimension (inches): 14% by by 9To further support our decision to decline her request to cancel the contract and process a refund, attached is the back page of the contract detailing what occurs when a contracts enters default, specifically "Other Provisions, No6.We appreciate the opportunity to reply to you in this matterShould you have any additional questions, please let us know.Sincerely,Toni FCompliance Manager

Regarding the statements made to you by "Stonemor PartnersLLP."
#They stated the bench was ordered in a timely manner The bench was ordered and paid in full June 14, Stonemor stated the bench came in Nov Five months is not a timely fashion.
# They stated MrW notified me that it was defective This is false MrWnever notified me about a defective bench I called him several times and he said he would get back to me
#Stonemor stated that on Jan22, MrW attempted to reach me had been unsuccessful about the installation of the bench MrWnever attempted to notify meThey stated he left several messages He called my mother's answering machine once and left a message Why was he calling her!! Clearly my name and phone # are on the purchase agreement not my mothers!!
4# Stonemor made the statement, MrWsent a picture to my cell phone of the installed bench This is also false I myself went to the cemetery and took pictures of the bench to send to my attorney
Stonemor Partners LLP and MrWhave made statements through out their responseI am very disgusted with this I will never recommend them to anyone!
Buyer beware.
Sincerely,

[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: This response is not accurateStonemor has not been in contact with me, they have been in contact with the Bucks County Consumer ProtectionThey state that they have had a hard time getting in touch with me due to a week long vacation in SeptemberThis also is incorrectI made my purchase in May of and it is almost November and I have yet to receive a corrected proof that needs approval prior to the manufacturing of the stone. I do want to thank you for your assistance in this matter and appreciate your efforts to date Regards,
*** ***

August 7, 2017Dear *** ***:We are responding to your letter to us dated August 2, regarding the complaint filed with your office by the above-referenced individualIn her complaint, she is questioning two of the fees charged to her as “new customer fees.We have reviewed the customer's file
and confirm that both fees apply to the purchase made for an Opening and ClosingThe first is the Permanent Records fee of $This fee covers the cost of permanently maintaining and preserving the cemetery recordsThe second fee, Processing and Administrative Fee, in the amount of $is for a new customer; since she was paying for an additional item for an existing customer, the fee charged should have only been $This fee covers the cost of processing the contact, filing and performing administrative functionsTherefore, we will process a refund in the amount of $(the difference between $and $205.00), and the refund will take approximately daysWe apologize for this error.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

February 2, 2015Dear *** ***:
We are in receipt of your e-mail to us dated January 20, 2015, regarding the complaint filed by the above-referenced individual*** ***, in her complaint, questioned why her mother's memorial bench had not yet been installed, and requested that
her contract for the bench be cancelled and refunded all monies paid.After our review of the file, we offer the followingThe bench ordered by *** *** for her mother's grave site was ordered in a timely fashion and upon the bench's arrival at the cemetery in early November 2014, an inspection deemed it defectiveAccording to the notes in our file, a representative of the cemetery, MrW***, notified *** *** and stated another bench would be orderedOn January 6, 2015, the cemetery received a letter from *** ***' attorney stating that the cemetery had until January 31, to install the bench on *** ***' mother's grave site, and should the installation deadline not be met, *** *** and her attorney would file suitWe are pleased to report that the bench was installed on January 22, MrW***'s attempts to reach *** *** to inform her of the installation have been unsuccessfulHe has left several messages, and did send her a picture of the installed bench to her cell phone.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

The name of the cemetery is:*** *** *** *** *** ***Memphis, TN ***Grandparent's name:*** ** ***

September 30, 2015Dear *** ***:We are in receipt of your letter to us dated September 22, 2015, regarding the complaint filed by the above-referenced individual** ***, through her complaint, requested confirmation that her funeral home arrangements originally contracted with one of
our funeral homes in Pennsylvania has been transferred to *** *** Funeral Home *** and will be available at time of need.We apologize for not confirming the transfer of funeral home arrangements earlierWhen the transfer request was initiated, we transferred the cemetery rights and merchandise from one of our cemeteries in Pennsylvania to one of our cemeteries in Tennessee, specifically, *** *** Cemetery ***Somewhere along the lines, the funeral arrangements were not confirmedBe advised that we have notified **and *** ***, in writing, that all funeral home arrangements previously contracted for at Our funeral home in Pennsylvania will be honored by *** *** Funeral Home ***.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:
This response is not accurateStonemor has not been in contact with me, they have been in contact with the Bucks County Consumer ProtectionThey state that they have had a hard time getting in touch with me due to a week long vacation in SeptemberThis also is incorrectI made my purchase in May of and it is almost November and I have yet to receive a corrected proof that needs approval prior to the manufacturing of the stone. I do want to thank you for your assistance in this matter and appreciate your efforts to date
Regards,
*** ***

October 17, 2016Dear *** ***:We are in receipt of your letter to us dated October 15, 2016, regarding the complaint filed by the abovereferenced individual*** ***, in her complaint, requests a refund due to the cemetery's error in selling her spaces belonging to another party.After our review
of the file, we hereby agreed to a refund of both contracts signed by **and *** *** in the amount of $5,We apologize for the error made by the cemetery and any inconvenience this has caused *** ***.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 met with Jeff H*** of Stonemor in Mount Dora Florida and the manager of the cemetery Shannon C***My issue is not with the mauseleumIt is with the niche area where my husband is incurredWe discussed my issues and the solutions. I am hopeful that this is not just a short term fix, but a longtime commitment to keep the niche area clean and presentable. If the maintenance department doesn't keep the grounds satisfactorily, then MrH*** knows I will re-submit my complaint.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thanks for Stonemor's attention to resolving this issue. Regards,
RoxAnne M***

*** *** *** *** ** *** *** ***Springfield, MO ***

March 23, 2017Dear *** ***:We are responding to your letter to us dated March 8, 2017, concerning the above-referenced case matter and the refund requested by *** *** because of a delay in having engraving completed on his headstone.After our review of the file, we note there were
several key items which caused the delay in the inscribing on *** ***'s headstoneTo begin, an Affidavit of Authority was requiredUpon receipt and approval of the Affidavit, the drawing was submitted to the engraverThe engraver indicated that the original drawing was too elaborate and required the drawing to be scaled backThe new scaled-back drawing was received on March 8th and approved the same day.While the drawing was under revision, *** *** disputed the charge with his credit card company in the amount of $1,due to the delay in the inscribing of the stoneHis dispute with the credit company was not approved and the charges were reversed back to his credit card on March 17, 2017.We have agreed to issue a refund to *** *** as a goodwill measure and he should expect to receive said refund in the next week or two.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.Toni FCompliance Manager

We agreed to to overnight the check, and the *** were insistent it be mailed to the PO Box It was mailed on April 18, Thank you for the opportunity to reply We hope upon receipt of the check, we can close this matter

July 5, 2016Dear *** ***:We are in receipt of your letter to us dated June 20, 2016, regarding the *** ***'s rebuttal to our response letter to you dated June 2, (copy attached).An error was made in our response stating the burial arrangements were made and paid for on February 10, We apologize for this error and acknowledge that the burial arrangements were made on February 10, With the exception of this error which we would like to add to the record, our response letter remains the same.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

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. ---------- Forwarded message ----------From: Date: Thu, Oct 20, at 12:PMSubject: *** *** Complaint # ***To: [email protected] *** ***: My husband and I are relieved and pleased to inform you that StoneMor Partners, LP out of Trevose, PA has resolved their cemetery error by refunding my husband and me $5, in the form of a check received It has cleared We appreciate your work immensely Words can not quite describe our feelings of relief and gratitude to the Revdex.com. Sincerely, *** ***