The Boston Sophisticate

The customers timeline and accounts of what transpired are grossly exaggerated and untrueI understand they're loss is great and no mother should ever have to do this for their own child, but her grieving and anger has been directed our way and is not warrantedWe have done everything we can to
try and help *** *** through this very difficult process with compassion and integrityThe process (contract) started on 3/**/15, we were in contact with the family on and off from that day with multiple changes being made to layout of the monumentTimeline: 3/**/15: contract started 5/*/15: received photos from family to produce scale drawing 5/**/15: sent scale drawing for approval 6/*/15: changes made, revised scale sent 8/*/15: changes made, revised scale sent 10/*/15: additional changes, revised scale sent 10/**/15: follow up made, no response 11/**/15: follow up made, no response 1/**/16: follow up made, family in "no hurry" because of weather 1/**/- 4/**/16: no contact 4/**/16: family contacts us asking why stone not done? it is explained to them that they never approved final scale drawing4/**/16: family approves scale drawing and requests that the stone be completed by 4/2*/16, it was explained to them in person and by email that this would no physically be possible5/**/16: stone is complete and final invoice is sent to family(no response) 6/**/16: second invoice is sent (no response) 7/*/16: follow up call is made and left message 7/**/16: -spoke to *** ***, she explains that she saw the stone and her sons lip appears large on etching and that small soccer player etching does not look like her son- we explained that the etchings are done based on her photos, but that if she would like the etcher to revisit the etching that we would have him look at the stone and see what if anything should be done7/1*/16: family pays final balance, they looked at the finished monument again and they would like some time to decide if they want to change anything7/**/16: *** *** daughter speaks to our office (minute call) describing *** *** emotional state about her sons passing in **and that she is still having a hard time with it, and that maybe she will have us install the stone, but to await he decision7/**/16: we receive complaint from Revdex.com! *** *** desired settlement of having the monument installed and replaced with another is not only irrational but unnecessaryThe monument we have produced is exactly what was ordered, designed, and approved by *** ***We offered to have the etcher modify the etching at no cost to her and this was apparently ignored as this complaint was filed without her responseIf there was any mistake made by myself or my company I would be the first to acknowledge an error or problem and remedy that issue immediatelyYou can see from the factual timeline that the description of events in the complaint by Mrs.Tala's daughter that her account is not accurate or truthfulI will reiterate that we are more than happy at our cost to modify the etching from what was approved, however we cannot replace the monument for no apparent reasonI would also like to provide images to the Revdex.com to show the approved scale and the completed monument to support my description of the finis hed product