Custom Monuments

"If we could give this company zero stars we would. We went through what no parent should go through, we lost our son. We placed and paid in full for a headstone last year. We still do not have the stone, all they do is come up with excuse after excuse. They say it is an industry issue, yet all the people that have passed after my son have headstones. The business that we had purchased my mothers headstone the year before says that custom monument is not correct that it is an industry issue as their headstones are being delivered within 12 weeks. We are looking for a full refund so that we can purchase a stone for our son and it be installed in the next three months. I strongly advise that if anyone reads their reviews ro go elsewhere and not go through the pain and suffering we and many other people have gone through"

"What a great company to work with. They do the most amazing work on headstones by far. Would and have recommended to all our friends and family!!!"

"If I could give zero stars I would. My family friend passed away last July and still has yet to receive her headstone. Every time the family asks they are given a different month that it will be completed, still nothing. This company is disgusting. Her kids just want their mother to have a headstone when they visit her and they have yet to get it done. As a follow up to my comment and your response, I did make it clear it is a family friend so no I am not the customer, but they are. And the stone was ordered July 2022 and here we are October 2023 still no stone. Maybe if you made the headstones as fast as you reply with blantant lies you’d have better reviews."

"Our experience with Custom Monuments was wonderful. Our stone is beautiful, actually exceeding our expectations! Ann and Mike met with us a few different times to make changes for us and go over everything again. They were so patient and understanding with us during a tough time. I would highly recommend this company."

"I would give this company a 0 if that were an option. I ordered and placed a non-refundable deposit on a headstone in June 2021 and it wasn’t delivered until August 2022! We were told it would take 12 weeks (similar to the other headstone companies we had gotten quotes from) NOT FOURTEEN MONTHS LATER! I decided to go with this company because they are a local (supposedly four generation) family owned business, and a family member knew the lady we dealt with Ann. Ann asked for full payment in September 2021 so they could “move forward” so I assumed it would be delivered shortly thereafter. After following up with Ann on many occasions, she claims she would never have told us when we could expect the headstone to be delivered (I had another family member with me at the time who knows that was a lie!). We would never have placed the order with this company without a delivery timeline the same as the other local companies that were telling us 12 weeks. I never heard from this company after they had the money with any updates and any time I was able to reach Ann by phone, she accused me of harassment! Every conversation with her was the same (she could not tell me when we would get the headstone, she would end up screaming at me by the end of the conversation and then hanging up). After getting no where with Ann, I finally reported this company to the Better Business Bureau this July (over one year after I placed the order/deposit) who reached out to Custom Monuments twice with no response. Customs Monuments claims they have reached out to all families via phone message and email waiting on their headstones due to an “industry wide situation” which is simply not true! After emailing them for a status or refund, I received a form letter in the mail that they will contact the families when there is a change of status in their order. The form letter goes on to say if you call them, a message will inform you of this so as not to expect a return call. The form letter ends by stating because they are inundated with calls and emails they are not able to return messages when there is no new status to report. WHAT COMPANY TAKES YOUR MONEY IN FULL, PROVIDES NO UPDATE ON WHEN YOU WILL RECEIVE WHAT YOU PAID FOR, AND TELLS YOU NOT TO CONTACT THEM! Not only that, but this company (Ann) had the gall to place blame on me when other family members contacted them or made a bad review stating I had not tried to contact them and/or has not left any messages … and that the family members were probably unaware of when the order was placed. One of those family members were with me when I placed the order last June and after I was threatened with harassment over my phone calls, I reverted to a year-long paper trail of emails! I hope my complaint to the Better Business Bureau serving Eastern Massachusetts (where there were similar complaints) will help someone. My complaint will remain on the BBB for 36 months, I can only guess this company may be out of business before then. Something needs to be done about this company because they are continuing to take orders from other unsuspecting grieving families. I honestly don’t know how Ann sleeps at night because I know I have lost many nights sleep over this long ordeal. Dealing with Ann is nothing any grieving family member should have to go through with everything else that needs to be done to settle a loved one’s estate. I promised Ann I would be writing a review after this was all said and done and I unlike Ann do not lie."