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West Laurel Hill Cemetery Company

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Reviews West Laurel Hill Cemetery Company

West Laurel Hill Cemetery Company Reviews (5)

November 5, 2015Dear *** ***.Thank you for allowing West Laurel Hill Cemetery to respond to the complaint made by *** *** *** on October 27, Hopefully we can provide the additional information necessary to aid in a satisfactory understanding of the matter in question.West Laurel Hill
has been serving families for over yearsAs stewards of an extraordinary legacy we are honored to assist our families and make every effort to satisfy themUnfortunately, ordering a memorial can be the most taxing task for a family.*** ***, please allow me to begin by confirming the bench was installed prior to the November, deadline, Below is the timeline and these facts are documented in our CRM system which cannot be altered.> December 7, - The conversation *** *** regarding a memorial began - She advised her Rep, Kevin M*** she was holding off due to housing issues > April 23, - Decided to move forward with blue pearl bench >June 9, - *** *** was pickby Rep for meetingMemorial bench was ordered >July 14, - Draft of bench was received > July 16, - *** *** e-mailed questions regarding memorial bench > August 1, - *** *** requested adjustments to the draft>August 21, - *** *** was notified by phone the granite could not be ordered until she approved a design on the back of the bench, >September 28, - We requested a 3rd draft for the bench engravingThis is the same day, *** *** requested a November 17, installation, During that call, her Rep informed her the turnaround for Blue Pearl Granite wasn't that quick> December 12, - Rep e-mailed her additional drafts of both the granite and the image for the bench - As *** *** was unsatisfied with the design > March 2, - Rep e-mailed *** *** asking if she had reviewed the drafts from December, 2014,> May 30, - *** *** responded, she just saw Rep's e-mail and would like to see another draft for the bench image> July 14, - Rep sent *** *** the additional drafts for the updated image - set an appointment for July 22, > July 22, - Meeting held with *** ***, Rep and Monument Technician, *** *** isn't completely sure she likes the updated image, > September 24, - Bench is delivered to West Laurel Hill*** *** requests a November, completion date which is confirm by her Rep, Kevin M***Monument Technician attempts to schedule the engraver> October 27, - Engraver confirms he will arrive at West Laurel Hill on October 29th to complete engraving design > October 27, - Receive an e-mail from *** *** sharing her concern the bench won't be completed by November> October 27, - Rep calls *** *** to schedule her to be pickand brought to West Laurel Hill on October 29, > October 29, - *** *** approved the design while at our offices and pays the balance due on the memorial> October 30, - *** *** returns to West Laurel Hill to view the completed memorial and the engraved design.The timeline listed above illustrates the many steps and communications that are needed when ordering a memorialSome memorials can be completed within three months of an order barring no changes are made through the processOur Rep, Kevin M*** and Monument Technician worked endlessly so that *** *** would be satisfied with her design, Regrettably, the many drafts she requested for the image being engraved into the bench delayed the ordering processFortunately, West laurel Hill did meet her November, deadline.It is our desire to arrive at a mutually satisfactory resolution and I thank you for giving us the opportunity to respond to this matter; it is sincerely appreciatedPlease call if you have any questions or require additional information or clarification.Sincerely,Deborah CDirector Family Services

September 29, Dear *** ***:Thank you for reaching out to West Laurel Hill regarding a recent complaint from one of the families we served, *** *** ***.We have spoken with *** *** and extended our apologies for any inconvenience the delay may have caused himDuring
that conversation, we explained that his Family Service Representative was on holiday for two weeks when the inscription was completedUnfortunately, it was an oversight we hadn't called him immediately on September 5, when his inscription was completed.Please let us know if you will need any further information from usSincerely,
Deborah C
Director, Family Services

[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 5, 2015Dear [redacted].Thank you for allowing West Laurel Hill Cemetery to respond to the complaint made by [redacted] on October 27, 2015. Hopefully we can provide the additional information necessary to aid in a satisfactory understanding of the matter in...

question.West Laurel Hill has been serving families for over 140 years. As stewards of an extraordinary legacy we are honored to assist our families and make every effort to satisfy them. Unfortunately, ordering a memorial can be the most taxing task for a family.
[redacted], please allow me to begin by confirming the bench was installed prior to the November, 2015 deadline, Below is the timeline and these facts are documented in our CRM system which cannot be altered.
> December 7, 2010 - The conversation [redacted] regarding a memorial began - She advised her Rep, Kevin M[redacted] she was holding off due to housing issues
> April 23, 2014 - Decided to move forward with blue pearl bench
>June 9, 2014 - [redacted] was picked-up by Rep for meeting. Memorial bench was ordered
>July 14, 2014 - Draft of bench was received
> July 16, 2014 - [redacted] e-mailed questions regarding memorial bench
> August 1, 2014 - [redacted] requested adjustments to the draft
>August 21, 2014 - [redacted] was notified by phone the granite could not be ordered until she approved a design on the back of the bench,
>September 28, 2014 - We requested a 3rd draft for the bench engraving. This is the same day, [redacted] requested a November 17, 2014 installation, During that call, her Rep informed her the turnaround for Blue Pearl Granite wasn't that quick.
> December 12, 2014 - Rep e-mailed her additional drafts of both the granite and the image for the bench - As [redacted] was unsatisfied with the design
> March 2, 2015 - Rep e-mailed [redacted] asking if she had reviewed the drafts from December, 2014,> May 30, 2015 - [redacted] responded, she just saw Rep's e-mail and would like to see another draft for the bench image.
> July 14, 2015 - Rep sent [redacted] the additional drafts for the updated image - set an appointment for July 22, 2015
> July 22, 2015 - Meeting held with [redacted], Rep and Monument Technician, [redacted] isn't completely sure she likes the updated image,
> September 24, 2015 - Bench is delivered to West Laurel Hill. [redacted] requests a November, 2015 completion date which is confirm by her Rep, Kevin M[redacted]. Monument Technician attempts to schedule the engraver.
> October 27, 2015 - Engraver confirms he will arrive at West Laurel Hill on October 29th to complete engraving design
> October 27, 2015 - Receive an e-mail from [redacted] sharing her concern the bench won't be completed by November.
> October 27, 2015 - Rep calls [redacted] to schedule her to be picked-up and brought to West Laurel Hill on October 29, 2015.
> October 29, 2015 - [redacted] approved the design while at our offices and pays the balance due on the memorial.
> October 30, 2015 - [redacted] returns to West Laurel Hill to view the completed memorial and the engraved design.The timeline listed above illustrates the many steps and communications that are needed when ordering a memorial. Some memorials can be completed within three months of an order barring no changes are made through the process. Our Rep, Kevin M[redacted] and Monument Technician worked endlessly so that [redacted] would be satisfied with her design, Regrettably, the many drafts she requested for the image being engraved into the bench delayed the ordering process. Fortunately, West laurel Hill did meet her November, 2015 deadline.
It is our desire to arrive at a mutually satisfactory resolution and I thank you for giving us the opportunity to respond to this matter; it is sincerely appreciated. Please call if you have any questions or require additional information or clarification.
Sincerely,Deborah C.
Director Family Services

Review: Contract #[redacted] with West Laurel Hill (WLH) to inscribe headstone within 4 to 6 weeks of execution of said agreement. Check #[redacted] in the amount of $335 was cashed by WLH on 07/03/2014, thus agreement effective date. Contacted Ms. G.H[redacted] of WLH on 08/22/2014 to obtain status and was told rain delayed execution 2 weeks. Contacted same on 09/05/2014 and was told rain delayed execution 2 weeks again. Another two weeks have passed and work not completed (no explanation given).Desired Settlement: Complete work as contracted immediately or refund moneys so I may employ a more reliable vendor.

Business

Response:

September 29, 2014Dear [redacted]:Thank you for reaching out to West Laurel Hill regarding a recent complaint from one of the families we served, [redacted].We have spoken with [redacted] and extended our apologies for any inconvenience the delay may have caused him. During that conversation, we explained that his Family Service Representative was on holiday for two weeks when the inscription was completed. Unfortunately, it was an oversight we hadn't called him immediately on September 5, 2014 when his inscription was completed.Please let us know if you will need any further information from us.Sincerely,Deborah CDirector, Family Services

Consumer

Response:

[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.]

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,

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Description: Cemeteries, Funeral Homes

Address: 225 Belmont Ave, Bala Cynwyd, Pennsylvania, United States, 19004-1307

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