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Headstone World complaints

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15715 North Freeway Service Road
Houston, TX 77090 | Get Directions

(713) 597-8899

http://www.headstoneworldhoust...

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Total Amount in Dispute:
$2,436.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Headstone World closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Headstone World

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5/4/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,436.12 Amount Settled: $0.00

Customer Complaint

4/3/2024

Purchased a headstone 7/2022 for my mother that passed away 3/2022 and we have yet to receive the finished product. Mai the dba HW has not been forthcoming with communication. She has breached her contract it has been -/+ over 18 months. Resolution Sought I want her to properly set the headstone at the cemetery with the picture inset, with the two vases and she pay the balance due.

Company Response

4/30/2024

In the realm of headstone services, we've experienced a surge in orders post-COVID, including one from Mrs. Spencer. Despite our utmost efforts to cater to our customers, there's been some misunderstanding. Unfortunately, Mrs. Spencer's phone number wasn't included in the order details, so I reached out to the contact on file 832 *** 6596, now I know her sister, who was very cooperative. She is very happy to know the headstone done. 3 days after I let the family know I received a sue from Mr. Spencer. it was shock me. As I said, Mrs. Spencer's order was received in February 2024. 11 months after the cemetery approved the application. We promptly contacted the family, but they have yet to settle the outstanding balance required for us to proceed with setting the headstone. It's our policy that the balance must be paid in full before installation. However, Mary Spencer seems reluctant to fulfill this obligation and has been seeking ways to avoid payment. attachment with this letter is the letter the cemetery approved the application before we order the headstone and the invoice with 50% balance

Customer Rebuttal

4/18/2025

My rebuttal got lost in the email chain - Mai Lee; Agent Managing Director DBA Headstone World - completely lied they have postponed the headstone several times ordered 7/27/2022 1st time 7/22/2023 ready 9/2023 8 29,2023 Mai double checking order ready Nov 3 2nd time ready Nov 17 oops 6 more weeks 3rd time ready 11/21 nope January 2024 1/27/24 visit location nothing ready 3/11/2024 two years after passing visit site nothing file law suit 5/24 Mai at HWord req balance 9/24 off $300 off balance (offer to set in 4 weeks) Court date 7/30/2025

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