Complaint: ***
I am rejecting this response because: On September 19, my sister and I went to Cornerstone Memorials expecting to see the design layout which was promise to been madeI am very disappointed in the service that Cornerstone Memorials providedI figured that this was a reliable business since San Fernando Cemetery II recommended them; but my impression of Cornerstone Memorials has been tarnished and I am hesitant to trust the service of this business any moreSo I would appreciate a refund of my down payment to end this matter
Regards,
Nancy Mendez
September 28, 2015To Whom It May Concern:On August 28, *** *** came in to purchase a headstone for *** ** *** and *** ** ***She put a down payment of three hundred dollarsUnfortunately we will not be able to give the customer a refund as stated on the
contract signed by the customer. Our policy has a period of days to complete the work from the day it is paid off in fullOn September 19, Nancy and her sister came in asking for the layout three weeks later, only after the down payment had been given on day of purchase *** our designer was happy to provide the layoutHowever, the customer brought in a design of her own which she asked to be added in addition to the design, artwork and lettering which is always included in the price. Normally, when a client asks for a personal design in which our designer needs to create and fit to the specific size of the stone, depending on the size and detail, there is a fee of $or more to do soMr*** from the goodness of his heart did not charge for the extra artwork they requested. Depending on the details of an order, a layout can take various amounts of time to complete. However, when the artwork does not consist of the designs we already have, it does take additional time for it to be created and done professionally with quality. In an effort to please the client, *** stopped what she was doing to work on this layout, as well as the new design requested. The client was shown the design fifteen minutes later however she stated that it did not look like the one from her computer. She and her sister wanted it right then, were very impatient and did not want to come back or allow it to be emailed or faxedAs a matter of fact, the client’s sister said she was going to call the police if the down payment was not returned at that momentWe are very understanding and compassionate with all of our clients as this can be a time for many of feeling very sensitive and emotionalIt is always our goal to please our clients as they go through the mourning process in the hopes to bring a sense of satisfaction for their loved ones’ monumentsThe layout would have been happily and successfully completed to her satisfaction had we been given the extra time necessary We extend our apologies to *** *** and her sister for any inconvenience or misunderstandings during the beginning of the manufacturing process. Attached is a copy of a letter being sent to the client in an effort to resolve this matter in a friendly mannerWe hope that she will approve the new layout with the additional design she requested (normally a fee of $150) which was waved by Mr*** at time of purchase. Thank You,*** ***
To all parties concerned for ID#***: In response to the inquiry for this matter, I first give my deepest apologies for any confusion or mis-communications involving this orderWe have a lot of orders and deliveries weekly and it is important to have the correct information as far as the
contract#, name of purchaser, name of deceased loved one, etcI am the owner and have been working out of town since June and would first like the client to know that it was not me she or her uncle ever spoke toIt must have been the office manager or one of the office assistantsSecond, we looked this up contract #*** and cannot locate it in our systemWe also looked up the contracts purchased on 7/23/and there were only three, #***, #*** & #*** If the client can please give the name of the purchaser I would be more than happy to review the details of the order and do what ever is necessary to make sure the client has been given good customer service in a timely manner and is satisfied with the headstone of her family memberIt is my goal to help our clients through this process and to feel good about their loved one's monumentI would like the opportunity to be sure Aurora Acosta's family is pleased with the outcome. Thank you for your assistance in this matter. Sincerely, *** ***
Good afternoon I am emailing in regards to ID number [redacted]. [redacted] headstone was delivered July 6, 2015. We have contacted her by voicemail letting her know the stone has been delivered. We apologize for the delay there is a process we must take before delivering the stone to the...
cemetery. I just wanted to inform you the delivery has been made regarding ID # [redacted]. If you have any more questions regarding this case please feel free to contact us at [redacted]. Thank You Cornerstone Memorials Mary Lou Calderon 7/16/15 @ 3:46p.m. -- "Since 1999"453 Castroville RoadSan Antonio, TX 78207Tel. 210.310.0400, Fax 866-231-9806[redacted]
Complaint: ***
I am rejecting this response because: On September 19, my sister and I went to Cornerstone Memorials expecting to see the design layout which was promise to been madeI am very disappointed in the service that Cornerstone Memorials providedI figured that this was a reliable business since San Fernando Cemetery II recommended them; but my impression of Cornerstone Memorials has been tarnished and I am hesitant to trust the service of this business any moreSo I would appreciate a refund of my down payment to end this matter
Regards,
Nancy Mendez
September 28, 2015To Whom It May Concern:On August 28, *** *** came in to purchase a headstone for *** ** *** and *** ** ***She put a down payment of three hundred dollarsUnfortunately we will not be able to give the customer a refund as stated on the
contract signed by the customer. Our policy has a period of days to complete the work from the day it is paid off in fullOn September 19, Nancy and her sister came in asking for the layout three weeks later, only after the down payment had been given on day of purchase *** our designer was happy to provide the layoutHowever, the customer brought in a design of her own which she asked to be added in addition to the design, artwork and lettering which is always included in the price. Normally, when a client asks for a personal design in which our designer needs to create and fit to the specific size of the stone, depending on the size and detail, there is a fee of $or more to do soMr*** from the goodness of his heart did not charge for the extra artwork they requested. Depending on the details of an order, a layout can take various amounts of time to complete. However, when the artwork does not consist of the designs we already have, it does take additional time for it to be created and done professionally with quality. In an effort to please the client, *** stopped what she was doing to work on this layout, as well as the new design requested. The client was shown the design fifteen minutes later however she stated that it did not look like the one from her computer. She and her sister wanted it right then, were very impatient and did not want to come back or allow it to be emailed or faxedAs a matter of fact, the client’s sister said she was going to call the police if the down payment was not returned at that momentWe are very understanding and compassionate with all of our clients as this can be a time for many of feeling very sensitive and emotionalIt is always our goal to please our clients as they go through the mourning process in the hopes to bring a sense of satisfaction for their loved ones’ monumentsThe layout would have been happily and successfully completed to her satisfaction had we been given the extra time necessary We extend our apologies to *** *** and her sister for any inconvenience or misunderstandings during the beginning of the manufacturing process. Attached is a copy of a letter being sent to the client in an effort to resolve this matter in a friendly mannerWe hope that she will approve the new layout with the additional design she requested (normally a fee of $150) which was waved by Mr*** at time of purchase. Thank You,*** ***
To all parties concerned for ID#***: In response to the inquiry for this matter, I first give my deepest apologies for any confusion or mis-communications involving this orderWe have a lot of orders and deliveries weekly and it is important to have the correct information as far as the
contract#, name of purchaser, name of deceased loved one, etcI am the owner and have been working out of town since June and would first like the client to know that it was not me she or her uncle ever spoke toIt must have been the office manager or one of the office assistantsSecond, we looked this up contract #*** and cannot locate it in our systemWe also looked up the contracts purchased on 7/23/and there were only three, #***, #*** & #*** If the client can please give the name of the purchaser I would be more than happy to review the details of the order and do what ever is necessary to make sure the client has been given good customer service in a timely manner and is satisfied with the headstone of her family memberIt is my goal to help our clients through this process and to feel good about their loved one's monumentI would like the opportunity to be sure Aurora Acosta's family is pleased with the outcome. Thank you for your assistance in this matter. Sincerely, *** ***
Good afternoon I am emailing in regards to ID number [redacted]. [redacted] headstone was delivered July 6, 2015. We have contacted her by voicemail letting her know the stone has been delivered. We apologize for the delay there is a process we must take before delivering the stone to the...
cemetery. I just wanted to inform you the delivery has been made regarding ID # [redacted]. If you have any more questions regarding this case please feel free to contact us at [redacted]. Thank You Cornerstone Memorials Mary Lou Calderon 7/16/15 @ 3:46p.m. -- "Since 1999"453 Castroville RoadSan Antonio, TX 78207Tel. 210.310.0400, Fax 866-231-9806[redacted]