Had a problem with the delivery of the tablet, which was caused by the employees of Creative…read moreMonuments, and the customer service was terrible....insulting, actually. I purchased a headstone from Creative Monuments in 2021. Pam assisted in that purchase. The first experience in 2021 was fine, so I decided I would use Pam at Creative Monuments again for the new tablet, since they were familiar with the headstone and the cemetery was close to their place of business. I thought using the same company would ensure a seamless experience because they had the first order. I couldn't be more wrong. The customer service I received for the update was extremely unprofessional, insulting and rude. In 2025 I decided to update the tablet on my mom's grave (the vertical slab with the decedent's information and artwork). I purchased a new (second) tablet for the base and paid for removal of the old tablet and install of the new tablet. The base was to remain as-is, with the two vases on each side of the tablet. The contract stated: "Cemetery work is removal of existing tablet. Lettering on back is 'Forever in our hearts'. This new tablet will be placed on the existing base."' The "existing base" had two vases, one on each side of the tablet, secured to the base. Months go by after the payment of the new tablet. I then receive notification that Mom's new tablet will be delivered the next morning. I emailed Pam and advised that I would like to be there but I could not get off work with such short notice and asked if we could schedule the delivery for the following day. She told me delivery had already been set and she could not change it, that the "installation will move forward as scheduled" and my "presence is not required." This was disappointing but not worth the frustration, so I called and asked my sister if she could be there. She was there the next morning when Creative Monuments arrived for the install. There were two employees present. They removed the vases from the base. My sister said those are supposed to stay. The employees reattached the vases, installed the tablet. and left. Fast-forward two weeks. The vases are loose and holding water under them. I emailed Pam. Her response: "Thank you for letting me know. I hadn't been made aware of what occurred with the vases during the headstone swap. Because the crew did not anticipate removing and reattaching the vases, they did not have the manufacturer-specific mounting tape on hand and used an alternate method at that time. Unfortunately, we aren't able to make unscheduled site trips on request, but we'll be happy to reattach the vases properly using the correct mounting tape the next time we are scheduled to be at the Cemetery for other work. If you'd prefer to address it sooner, you're also welcome to stop by and pick up the proper mounting tape from us today, tomorrow, Friday, or Saturday. Please note that vases are not warrantied. We're happy to reattach these since they were removed during the swap, but if they were to become loose again in the future, additional mounting tape would need to be purchased." So many things are disturbing about Pam's response. 1. This was THEIR mistake and could have been easily remedied by them going back to secure the vases with the proper mounting tape. 2. I wasn't made aware there was a "temporary fix" by them and had to discover the problem myself. 3. When I asked how long that it would be before they are able to return and correct the problem, Pam's response is "I don't know." This is a small cemetery and it could be a long time before they return. I work in customer service myself, and if I make a mistake, you can rest assured I will be correcting it asap. It's unbelievable to me she expects a customer to just wait however long it takes so they are not inconvenienced to correct a problem they created. And these vases aren't cheap vases. 4. She responded and said the person at the cemetery told the employees to remove the vases. So many thoughts in my head about that statement, but I simply responded "That was not correct." Her response to that email was: "I wasn't there and you were not there, so we are clearly being told different things. At this point, our position remains the same: we are willing to reattach the vases during our next visit to or near the Cemetery. We are not able to make unscheduled site trips on demand. I'll notify you once the vases are reattached." I asked to be there and she wouldn't reschedule to allow that. This could have been avoided with better customer service. Twenty-four hours later, and several emails back and forth, she states her position remains the same. HER POSITION IS that I can drive an hour and a half to go by their office to pick up the proper mounting tape, drive to the cemetery and mount the vases myself. To suggest that it is my burden to correct their mistake is unbelievable.

From the owner: Life Memories Preserved With Compassion…read more Selecting a proper memorial is an emotional task. Then, the abundance of options can make the choices somewhat overwhelming if you are not speaking to an experienced memorialist. At Creative Monument, we share our knowledge with you in a way that keeps your options clear.