ComplaintsforForest Hill Calvary Cemetery

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We buried our father on January **** 2024 and grandmother on February 10th 2024, and still no headstones for either. I have called three times with no responses ever. The plot and headstone for our grandmother were prepaid by her years and years ago. Our father was supposed to have a military headstone, which they said they would take care of and order, and would take two months. Here we are six months and seven months later with no headstones and no responses. We should have known better when we first visited the cemetery for our father whom had just passed and saw that the cemetery, roads, grounds, and around the headstones were all in horrible horrible shape. Both burials for our loved ones were terrible, disrespectful, and embarrassing with no cemetery staff anywhere in site to help you at your scheduled time, for both burials. They didn’t provide us with chairs or a tent outside. We all had to stand in the dirt on uneven ground and no staff to help! We had to bury my dad’s ashes urn ourselves once we were done with our hands, yes hands! No shovel or tools or staff. We just visited again and still no headstones. They are unmarked. We have never seen such an unfortunate disaster, disservice of burials, or unkept cemetery. Absolutely uncalled for and disgusting at one of the hardest times in your life. We need the headstones and communication asap. If you look at all of the reviews this seems to be a constant habitual issue.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My mother passed away on 12/10/23 she had arranged all of her services with Forest Hill. We met with the cemetery the following week after she died and they had all of the records of the 4 plots she purchased and the tombstone was all paid in full. Today is May 24th 2024 and the grave has never been marked and there is still no tombstone nor is there a grave marker. The contact person is *****, and she has avoided my sister and myself. There is no transparency at all. It's shameful that these people have no compassion or communication ability. The business door is always locked no one has time to answer the phone and I waited on hold for well over 2 hours trying to get some answers. No one cares and the girl that first answered the phone made it clear to me that her job was to only answer the phone. ***** work hours are 9:30 - 4pm She doesn't even work a full 8 hours. We want this resolved by getting the bench my mother paid for as well as a grave marker.

  Business response

  06/18/2024

  The family was contacted after the burial. They needed to come in and design the bench. ****** didn't come in until Feb and the bench did not get approved until March. Even though the bench was paid in advance we can not make it until there is a design made. The family that came in during the designing of the bench knew that it could take up to 22 weeks before receiving the bench because of the color  they wanted. As far as a headstone, their mother never purchased one only the bench. Regarding being on hold, ***** wanted to be on hold until our vendor contacted us back. 

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 7, 2022, I paid $179.00 for the vase to be replaced on my parents grave. I have called repeatedly and my brother ******* ***** have visited the office questioning when will the vase be replaced. We were told by *** ****** that it was on order and would be replaced in the next 30 to 60 days. Today is May 7, 2023(7 months later) and the vase has not be replaced on my parents (***** *** ****** ****** grave.

  Business response

  05/25/2023

  Vase has been placed 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been calling for about a month trying to make arrangements to lay my fathers ashes to rest next to my mother who is already there. My parents paid in full for their arrangements. ******* had been rude and condescending as well as difficult to get ahold of. I asked to speak with the manager, *****, on 3/2/23 and again today 3/10 and no call back. I have the original contract that my parents paid in full for the space and the lettering but they sent me a bill for additional costs for processing fees (even though initial and final internment fees are on original paid contract) and additional fees for lettering. I would like to lay my father to rest and not be charged fees that have already been paid by my parents ahead of their deaths based on the contract they were given. I would also like my calls returned in a timely manner and for things to be handled with kindness and professionalism with prompt service. Thank you.

  Business response

  03/20/2023

  Regarding the complaint from ****** ****, I was made aware of this matter on Monday March 13th. I called her and I spoke with her regarding an upcoming burial for her father, I told *** **** that ******* was off, and I would get the file on Tuesday or Wednesday. I called her once I got the file on Wednesday and I believe I resolved the issue. I did try to explain that once her father had the columbarium engraved we always charge the family for a final date engraving or final date scroll. That is what she seemed very upset about. Her statement letter is a little misleading. I never spoke to her March 2nd as I was at the doctors most of the day. She did leave a message after 3pm on Friday March 10th but I was with a family and called her once I got in on Monday

  Customer response

  03/20/2023

  [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 Assumed Answered]
  Complaint: ********
  I am rejecting this response because: while I have now spoken with the manager after my third message left in over a week. We do have an understanding about the plan. However the plan has not been executed and this business has a news article about other family delays that final dates and engraving are frequently not done. My complaint is not misleading as I spoke to their front office business on 3/2 and left a message for *****, the manager, to call me back. She did not call me back until I tried 2 more times to reach her and over a week later after 3/13/23. I expect the business to finish the engraving and placement of my father ashes. This will hopefully be done by April 14th and I can provide an update at that time if the work was completed. The business also said the agreement my parents’ made did not include this final engraving service, but my father and my sister were never informed of this extra cost. The manager said “things are done this way in the industry” many times, but that was not relayed to my parents or my sister when arrangements were made and as their contract is not clear. Finally, my parents prepaid contract also includes a vase for the gravesite. I asked in a follow up email to ***** about this and still have not headed back about when or if the vase will be provided as stated as paid for already in the contract. 
  Regards,
  ****** ****

  Business response

  03/21/2023

  I don’t understand the rejection. I am doing everything in my power to make the family happy. This is the email that she sent me last week.
  Thanks
  From: ****** **** ***********************
  Sent: Wednesday, March 15, 2023 11:38 PM
  To: ***** ******* **************************
  Subject: Re: Internment order
  Hi *****,
  Thank you. I completed these and mailed both contracts with the payment. It would be nice if you could have the final death date engraving completed prior to April 14th if possible.
  My sister did ask me about the plastic vase my parents had paid for on their contract (it was written on our copy) and she stated there was currently no where to place flowers for my parents at their gravesite/colubrium.
  Do you know when the vase will be placed? Is there any other option to place flowers when we visit in the meantime?

  Thank you again for your time and kindness with me today.
  Sincerely,
  *****

  Customer response

  03/21/2023

  [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 Assumed Answered]
  Complaint: 19579451
  I am rejecting this response because: I would like the work to be completed. I do appreciate response from the company, but the work is still incomplete at this moment. I asked about the vase and only heard back once BBB response was viewed by company and only heard she will look into it. The engraving will be done IF they have 55 degree weather prior to April 14 in her response. I will update to accepted once the work paid for and is complete as I told the manager already on the phone. 
  Regards,
  ****** ****

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