Working with this company has been one the worst business experiences of my life. Since soon after my mom's death over a year ago, I called to tell them she had a prepaid tombstone but she many file cabinets of paperwork and it would take me time to go through it all. I told them when she had purchased it. I was informed that their computer system was newer, and didn't contain the older information. They would have to look it up in a file kept elsewhere. The lady I talked with promised to do that and get back with me. A couple months later after no contact, I called several times again, with the calls going to voicemail. I left one or two messages after numerous calls over several days, but those messages were not responded to. I was finally able to reach them by phone, and talked with a salesman. I'll omit names here, since the company's problems run far deeper than any one person. He could find no record of her prepaid purchase, and since I didn't yet have the paper document from my mother's files I agreed to work out the details with him for a new tombstone purchase, thinking I must have misunderstood her. This included a trip to my hometown where my mother was buried and measuring the adjacent tombstone of a family member to make it match, which took me the better part of a month. During this time I found the actual documents of the prepaid tombstone, and sent it to the salesman explaining that I had found the paperwork. I sent everything to him via email, and called and left him a voicemail. What I got back from him was a quote for a new tombstone. Over the next couple weeks I left him a couple voicemails and emails asking him was I mistaken about what looked like a prepaid tombstone (Including my mother's name and date of birth on the attached sketch), and did not receive a response. In a follow up call I asked the office manager if there was someone else I could deal with since the salesman was being totally unresponsive. There was no out of office message on his email, nor an indication in his voicemail that he wasn't actively working, yet she made an excuse for him having been distracted with family issues. She confirmed that the tombstone was indeed prepaid, and that she would take care of it personally. A couple months later when no tombstone had been placed on my mother's grave, I called again. The same office manager did take total responsibility and say that she completely dropped the ball on following through. I greatly appreciated her level of personal responsibility, even though the service provided to that point had been worse than awful. She agreed to follow through and sent me the final sketch for approval, and then get me a turnaround timeline once the signed approval was returned. I signed and returned it right away, now a week ago, and had not received confirmation of receipt or the promised timeline for turnaround. Today I called and asked for her, and she said she had never gotten the signed release....but found it in her email while I was on the phone with her getting ready to resend it. I asked her if she realized how difficult this process had been and she said she did and apologized. She said the stone workers were not answering their phone, but she would walk out and find them to get me a timeline and call me back within a few minutes. The level of non-responsiveness and incompetence I have experienced is certainly not what would be expected from such an old, and once well-respected company. Above is where I stopped, pending events thereafter. I had decided not to post this terrible, but factual review if everything went ok with the placement of the tombstone and timeline. I did receive a call back a few hours later from the office manager, as well as an additional apology for all the bad experiences of the past months of trying to deal with this. I was told it would take 3 weeks to prepare and perhaps a few more days to get it placed. This part of the process actually went well, and within a few weeks I was called and given a placement date. The tombstone went up and looks good. The reason I decided to come back to add the final experience and post the review is because of what happened next. I received a bill for the tombstone, due NET 30 for $1610.10! Nothing noted that it was prepaid. It was bill, along with "please remit to" information. I called and talked to the office manager, who said that they send those out but not to worry about it. This whole experience has left me wondering how many times they take advantage of people or businesses who don't track as closely or just pay bills they receive. Whether through incompetence (which I suspect) or outright wrongdoing, there is a whole lot wrong with this company. I hope whoever has enough authority to fix them reads this review and takes appropriate action for their sake, as well as customers, which I will never again be. read more