Customer Disservice
On June 16, 2025, I paid one half of the total due for Steedley Monuments to manufacture and install a new monument, add coping and refinish a family burial site. At the time of signing the Purchaser’s Contract, there was a 12-week turnaround posted in several locations throughout the business. On November 24, (over two months after the 12-week turnaround) I put in a call to the salesperson to inquire about the installation. He initially replied that he handled sales and someone else was responsible for installation, but he would pass the message on.
On December 10, apparently Steedley went out for the installation. However, the salesperson shared that the cremation vault was placed too far to the right for the coping to be properly installed. In retrospect, shouldn’t the exact location of the cremation vault been marked when the salesperson and I met at the cemetery to discuss the scope of work? Nevertheless, Thursday, December 18th, the funeral home moved the cremation vault 6” over as requested and necessary.
Then, instead of calling the salesperson’s cell number, I called Steedley’s direct number. Each time I called, I made it a point not to ask for the salesperson especially since he was not the person I needed to speak with. With each call, I was routed to the salesperson. On or around January 5, the salesperson shared that, supposedly, the installers went back out to the cemetery, but the boom, which is required for installation, would not work. Understanding that things beyond our control can and will happen, I exercised additional patience and understanding. Thereafter, my calls were met with strategic responses as well as an abundance of very cordial stall tactics from “we’ll get to it in two weeks,” to “next week,” and the most recent was, also supposedly, scheduled for Monday, February 2. In fact, I was told that the “truck was already loaded” with the materials.
Due to the Arctic Blast that this region received the weekend prior to Monday, February 2, I reasonably concluded that if the installers were unable to get out to the cemetery on Monday as scheduled, they will certainly have it installed by Wednesday, February 4 because the truck is already loaded, right? To date, no follow-up call or anything from Steedley including installation. As of this day, not only has my kindness been obviously perceived as weakness, but also my patience and understanding are completely exhausted as approximately eight months later, I am still awaiting installation. Based on this experience, customer service does NOT matter to Steedley. My advice to anyone in need of any kind of monument service, please keep looking until you find a company that truly cares because Steedley, in my opinion, definitely is NOT it. Furthermore, here is my message to Steedley: “Either get the job done on or before Wednesday, February 11, 2026 or refund my deposit on or before the same date! And completely forget about the other job that is pending as I have no desire for a repeat of this kind of customer disservice.” #ExtremelyDissatifiedCustomer
