StoneMor Partners, L.P

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

November 5, 2015Dear [redacted]:We are in receipt of your letter to us dated October 8 2015, regarding the complaint filed by the above-referenced individual. Please 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, 2014 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 $250.00. Since that time, a total of $510.00 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 $160.00 lowered to $50.00. As a goodwill measure, the cemetery agreed to accept a lower monthly payment of $50.00 to help keep her account in good standing. In 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 service. Thereafter, 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 matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F.Compliance Manager

June 24, 2016Dear [redacted]We are in receipt of your letter to us dated June 2, 2016, regarding the complaint filed by the above-referenced individual. [redacted], in her complaint, has requested that the cemetery address the issue of the sparse grass on her husband's grave site, and requested...

that sod be placed on the grave.After our review of the file, we note that grass was planted on [redacted]'s husband's grave site at two different times; however, we do acknowledge the grass planted did not come to full fruition. We have remedied the situation and have placed sod over the entire grave site. We are confident that upon [redacted]'s next visit to the cemetery, she will be very pleased with the appearance of her husband's grave.We appreciate the opportunity to respond to you in this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F[redacted] Compliance Manager

This letter is in response to your letter to us of June 27, 2016 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 refund. We believe that the contract she executed in February 2014 is a valid contract and the cemetery has in no way breached any of the terms of the agreement. Further, the cemetery is under no obligation to cancel this valid and binding agreement and process a refund. As such, we decline her request to cancel the contract and process any refund.We appreciate the opportunity to reply to you in this matter. Should you have any additional questions, please let us know.Sincerely,Toni F[redacted] Compliance Manager/tjfCC. [redacted]

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] conned my elderly father into getting a burial plot for me.  They claimed it was at no charge. When we met with [redacted]s on Sept 25th, to firm up the transfer we were told that it was not free. He was also charged 6000 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 6000.  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]

[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]

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 headstone. She 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 need. We apologize for this misconception and have instructed the cemetery administrator to immediately submit a Work order for the engraving to be done. Once 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 date. Once we have the updated memorial, the cemetery will contact [redacted].We appreciate the opportunity to respond to you in this matter. If 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 response. If 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 8:00 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]

April 13, 2016Dear [redacted]:We are in receipt of your letter to us dated April 12, 2016 regarding the complaint filed by the abovereferenced individual. [redacted] in her complaint, requests a refund of all non-sufficient funds charges incurred by her from her bank as a result of the...

pre-authorized monthly debit of $153.17 taken from her old bank account and not the new bank account she discussed with the cemetery administrator at [redacted] Cemetery.After our review of the file, we apologize for the error in using the old bank account to withdraw the pre-authorized monthly debit of $153.17. We will agree to reimburse [redacted] any non-sufficient funds charges upon proof of the charges.We appreciate the opportunity to respond to you in this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F. Compliance Manager

September 12, 2017Dear [redacted]:We are responding to your letter to us dated August 24, 2017 concerning the above-referenced matter and the inquiry by [redacted] why her grandparent, [redacted], date of death has not been engraved on the headstone.We have reviewed the file and do...

acknowledge the date of death was requested several times since April 2017 with the cemetery administrator. The cemetery administrator who took the requests is no longer employed by the cemetery due to her incompetence. We have placed the order and explained the urgency of the matter. As soon as we receive a date back from the inscriber, we will immediately notify the customer.We apologize for any inconvenience experienced by the family. We appreciate the opportunity to respond to you in this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F. Finance Manager

February 15, 2018Dear [redacted]:We are responding to your letter to us dated February 6, 2018 concerning the above referenced matter regarding the delay in delivery of a monument that was ordered for placement at [redacted] Cemetery in Suitland, Maryland.We have reviewed the file and offer...

the following response. First, we sincerely apologize for the delay receiving the monument. Unfortunately, through no fault of our own, there was an issue sourcing the materials for this monument.The monument arrived on 2/13/18. Installation will occur as soon as the ground is suitable to place a foundation.As a measure of good will, we will provide Ms. Bridges a 20% refund on the cost of the marker in the amount of $381 for the delay in delivery.We appreciate the opportunity to respond to you on this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,Carol H. Director Customer Care

October 12, 2017Dear [redacted]:We are responding to your letter to us dated August 23, 2017 concerning the above-referenced matter and the request by [redacted] to cancel her contract with [redacted] Cemetery and issue a refund for all monies paid in on said contract.We have reviewed the file...

and offer the following response. [redacted] executed a contact for the purchase of certain cemetery interment rights, goods and services to be used at [redacted] Cemetery located in Bensalem, Pennsylvania. The contract was executed on May 13, 2017 and a deposit was made in the amount of $1,000.00. A second payment on the account was made two months later on July 13, 2017. It is also noted that she executed a Three-Day Notice of Cancellation, copy attached. No action was taken to cancel the agreement; therefore, it is our determination that the cemetery has a valid and irrevocable contract with [redacted] and therefore declines her request to cancel the contract.We appreciate the opportunity to respond to you in this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely, Toni F[redacted] 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 headstone. She 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 need. We apologize for this misconception and have instructed the cemetery administrator to immediately submit a work order for the engraving to be done. Once 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 date. Once we have the updated memorial, the cemetery will contact [redacted].We appreciate the opportunity to respond to you in this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F. Compliance Manager

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] conned my elderly father into getting a burial plot for me.  They claimed it was at no charge. When we met with [redacted]s on Sept 25th, to firm up the transfer we were told that it was not free. He was also charged 6000 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 6000.  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 10, 2017 Dear [redacted]:We are in receipt of your letter to us dated November 1, 2017 concerning the complaint you received from [redacted] regarding the condition of the mausoleum at [redacted] Memorial Gardens. In her complaint, she describes the condition of the mausoleum to be...

in need of a deep-cleaning, more specifically she stated the niches are surrounded by black mold and weeds.We have reviewed this matter and with respect to the condition of the mausoleum and its surrounding area, we have taken the following corrective actions.The mausoleum has been cleaned and pressure washed and any loose siding on the mausoleum building will also be repaired in the next 30 days. The trees around the mausoleum have all been trimmed. The sidewalk has been cleaned and pressure washed. Also, the painting underneath the overhang has been scheduled to be completed within the next 30 days. We are also in the process of patching and filling all of the potholes in the pavement, which also will be completed within the next 30 days. Although not mentioned in the complaint, we are also in the process of installing a glass niche bank in the mausoleum, and during the construction phase of this unit, we will be replacing the carpet in the mausoleum.Overall, we believe we have taken the necessary corrective actions to address all of the issues identified in the customer’s complaint.We appreciate the opportunity to respond to you in this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,Toni F. Compliance Manager

October 2, 2017Re: ID [redacted]Dear [redacted]We are in receipt of your most recent letter to us dated September 28, 2017. 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 dormant. The 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 F. Compliance 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 [redacted], and find that this resolution is satisfactory to me providing that I am, in due time, provided with photographic evidence of the repair of the grass cover to the grave site, and of the completion of the engraving. I have been contacted by--I presume an outside vendor--who has quoted me a price of $240 and am awaiting paperwork. Once these are complete and I see visual evidence, I will consider the matter resolved. 
Regards,
[redacted]

October 4, 2017 Dear [redacted]:We are responding to your letter to us dated July 24, 2017, concerning the above-referenced matter and...

the inquiry by [redacted] regarding a refund of the memorial bench her father ordered for her late mother.We have reviewed the file and state the following. The bench was put into production with our manufacturer the first week of May 2017, with the understanding that it would be completed and installed by Memorial Day 2017. Due to miscommunication with our manufacturer’s designer regarding the name to be inscribed and the font style, the process ended up taking much longer than originally promised. When the bench finally did arrive after Memorial Day, it was damaged, containing a chip in the stone.We apologize for any inconvenience experienced by the family. We have agreed to cancel the purchase and issue a refund payable to David Pratt in the amount of $2,550.00 on contract no.37-1-0012.We appreciate the opportunity to respond to you in this matter. If we can be of any further assistance to you in this matter, please let us know.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:They approached me with purchasing the vault while...

I was still grieving the loss of my mother and not thinking straight.  Furthermore, its not as if they have purchased the vault already as I am not dead yet. My family has been doing business with Lincoln Memorial for years and I really feel they took advantage of me as an elderly woman and a grieving woman at that time.
Regards,
[redacted]

Please see attached response.