ComplaintsforJackson Monument Corp

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an engraved nameplate for my mother to be mounted to an existing headstone. Just a nameplate. Ordered it July of 2023 & was told it would be mounted in the fall. As of 1/2/2024 it is still not there. Its almost impossible to contact anyone there because their hours are only 1:30-4:30pm. 3 whole hours and they still have a terrible time answering and returning calls. After leaving multiple messages, I was finally contacted but was given a we dont really know when **** get here answer. They send everything out of state so nothing is done locally. Such a disappointment and quite frankly a ridiculous amount of time to wait for a nameplate to be engraved. Now that its winter, Im sure they wont be able to mount it until spring, if they ever actually get it. Im upset that I used this company at all.

  Business response

  01/02/2024

  I contacted the customer on friday 12/29/23 after her last message left on my service. I told her I would be following up on her concerns with my bronze foundry this week as I knew they were closed over the Christmas and New Years holidays. Before I wa able to do this I received this BBB complaint. As to the customers complaint:

  1) The "fall" timeline is a general guide not a guarantee delivery date.

  2) my office hours have been 1:30-4;30 since the Covid pandemic, as I have gone from a 3 person operation to a 1 person operation.

  3)My answer of "I do not have an arrival time" is due to the fact that this product is cast bronze product which is the only memorials we do not do in house, therefore I have no control over this and needed to wait until today to reach out to the bronze foundry to find a timeline for the arrival of the product.

  The customer mentioned that a trophy shop can engrave a plague in a day or two. There is no comparison between a trophy shop plaque and a cast bronze plaque that is designed to last decades to centuries in an out door environment. I also talked to the customer about being able to install the plaque during winter months and that upon arrival I would still be able to make this installation happen!

  I spoke with the bronze foundry today and found out the plaque has been cast and completed going through the finishing departments and then should continue on to he shipping department with in days.

  The bronze foundry is ******** Intl. We have been working with them for over 3 decades. They are the largest bronze foundry in the US. We have always been pleased with their product. Sometimes even big companies "lose" paperwork in their systems and a call may be needed as I told the customer I had to do in October.

  I can not emphasize enough that this process is nothing like engraving a plaque for a trophy. It is meant to last for lifetimes.

  When the plaque arrives I will be making said installation.

  ***********************

  Customer response

  01/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  Yes, this was what the business owner told me over the phone. However, he did not contact me on his own, I had to call & leave messages before I received his call back. He specifically told me fall but never followed up with me after fall passed. He blames everything on the other company & *** noticed the multiple complaints on his non-existent customer service. If the outside company he uses is so unbelievably behind, perhaps look for another company to use. Like I explained before, Im not waiting on a headstone, only an engraved nameplate, which should not ***********+ months to complete. I do not accept his explanation and find his business practices to be quite unsatisfactory. He should not be allowed to take on full payments from customers, tell them unrealistic timelines and expect us to accept it. He owns a company that deals with grieving families but lacks any compassion for following through. He knew my order wasnt there by fall but never tried to contact me or keep me updated, until I left multiple messages and then contacted the BBB.  Grieving families shouldnt have to deal with his unsavory business practices.  Also, his lack of employees is not my concern nor his 3 hour work day.  Perhaps he needs business advice. Hes cashing our checks 6+ months before completing the job, but still cant run his business full time or barely even part time. His poor business skills are not my fault nor that of Covid. I just want my job completed to my satisfaction without the excuses.  
  
  Regards,
  
  *******************************

  Business response

  01/17/2024

  Not sure how to respond to such a complaint filled request, As I said in my first response the bronze plates are a cast process not an engraved process like at a trophy shop as the customer mentioned on the phone. Casting bronze is a lengthy hard process. The plaque did arrive on Jan 5 ****, but was accidently cast in aluminum instead of bronze. I contacted my vendor who is remaking the plaque in bronze as expedited as they can, As for my office hours being only 3 hours a day that does not mean I am not working only 3 hours a day, quite the opposite. Most days I am either in the shop or cemeteries doing work from **** until dusk. Jackson monument has been in business since **** and in my family since ****. I have been in the business most of my adult life (45 years) with me be responsible for the business for past 25 years. Even though the plaque will be arriving somewhere around Feb 1 I have decided to cancel this order and refund the customers money. Since the bronze company is already casting this plaque I cannot cancel the order with them. I hope this will satisfy the customer.

   

  ***********************

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  So my order was there 3 weeks ago, made wrong, and I wasnt notified? But somehow, it can be redone & delivered by Feb. 1? Am I supposed to go to a new company now? Help me understand here, the company is correcting my order, in less than 3 weeks, when it took 6 months to get the initial plaque, but Jackson is canceling it on my end? How is it they can do a whole new order so quickly? This is the most absurd customer experience. I feel as if Ive been lied to for the last 6 months. No funds have been returned to me, Id like to be notified when that happens. 

  Regards,
  
  *******************************

  Business response

  01/24/2024

  A check for the entire balance was sent to the customers address on the contract, Friday Jan 19. This is not a "retaliation" against you as you stated ikn your complaint on the website Birdeye for business. This decision was strictly due to me feeling that anything I would do will not please you at this point due to the list of complaints you have written about me and my business.. 

  I would think you have received the check by today but if you have not received it by Feb 1 let me know so I can stop payment and reissue said check.

  ***********************

• Initial Complaint

  05/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 21, 2021, I contracted with and paid $1330.00 to Jackson Monument to provide an engraved graveside monument for my wife who passed away. To date Jackson Monument has not provided said monument. They just say they will get it delivered when they have time.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩