University Monument Works

It’s hard to come up with an appropriate rating for University Monument Works.
On the one hand, there is Kendra, a really sweet employee who, albeit a little giggly and ditzy, is very helpful and kind. Choosing a monument for a loved one is never an easy thing to do, but she helped make a difficult, sad, overwhelming process bearable and even a little uplifting.
On the other hand, there’s The Owner. Otherwise known as Vinny Giusti. I’m pretty sure he hired Kendra to be the cheerful customer service side of the business, because he’s almost too rude to deal with.
I will say this: I received a gorgeous, gorgeous monument in what seemed like record time.
I will also say this: I was told by University Monument that I was restricted to a certain monument size and font style, only to discover that the stone I ordered is now flanked by two stones that are much larger, with varying fonts, and they were also crafted by University. Seems Kendra gave me some wrong information, but that’s okay, I guess, because I love the way it turned out.
WHAT I DID NOT LOVE:
The cost for my monument was a little over $ 4,000. Pricey, but worth it, because I wanted it to be special and unique.
I paid a deposit of 50% during the initial design process. When the stone was finished, I sent another payment which I thought would take care of the balance, or at least the majority of the balance. We had gone above our original quote due to some additional wording additions and design upgrades during the design process.
When I sent that second check, I sent it via Fed Ex, and included a letter praising University. I also asked for a final bill so that I could clear up my balance, which I estimated to be about $ 200. (Side note: It took about 60+ days for them to cash that check, which was slightly annoying.)
I never received a final bill, and several calls to University left me a little confused. Kendra was never available, and Vinny would always tell me that it was Kendra I needed to speak to about any open balance. I finally stopped by in person, but alas, Kendra was not there. The man who was there (not Vinny) looked up my account and told me that he THOUGHT I had about $ 300 due, but as he was not able to process payments, I would have to speak to Kendra or Vinny. I left a handwritten note for Kendra asking her to please give me a call, or to just mail or fax me the amount of the final outstanding balance.
At this point, I had paid the VAST majority of a very large balance, so I wasn’t overly concerned. But, for good measure, I dropped a check for $ 250 in the mail later that week, along with yet another note requesting a final balance.
That check was never cashed. Things got busy at work, one thing after another, and before I knew it, six months had passed and I had not heard from University.
UNTIL I GOT THEIR LETTER.
Their letter, typed in all capitals, which bluntly informed me that I had an overdue balance (which turned out to be about $ 400), and that if it was not paid in full immediately, the stone would be repossessed by University and removed from the cemetery.
I burst into paranoid, terrified tears when I read that letter. I was so upset that my husband immediately went and paid the balance with cash.
And then I got angry. I had asked, so many times, for a final balance. I never received a bill in the mail, never received a phone call, not even an email or a fax. And when I did go in person and attempt to pay, I was turned away because the only person there was not authorized to take a payment. And when I sent a check in anyway, they never cashed it (though they did receive it, according to Fed Ex).
I love the work that University Monument does, and am grateful for their help and their incredible designs. However, the fact that I nagged them for my remaining balance to no avail, only to receive a threatening notice like that, has lost them any future business on my part.
Note: Kendra left me a voice mail apologizing for the confusion, and told me that the stone was never going to be removed. I appreciate that apology, but it doesn’t excuse the panic they caused for my family and I due to an oversight on THEIR part.
University Monument does a great job. I encourage you to use them in your time of need. Just make sure you pay your entire balance up front, regardless of their assurances that there’s «no rush.» And if they tell you they’re going to send you the final bill, well, don’t wait around for it.