Customers still waiting for promised headstones
by
Shelli Miller sits on a couch in her Fremont, Nebraska home and tells the local news crew there about the pain in her heart. The pain is of losing little Nate to an unexpected heart defect and the pain of having to choose a headstone for her baby son.
“To represent his life and our feelings for him,” Shelli says with tears just simmering below the surface.
Throughout the course of the interview, the Nebraska camera man will zoom in to little Nate’s face on a myriad of pictures that dot the home. He is a cute little boy who lived just 15 months, but you can tell from the warmth in the mother’s words and the photos on the wall; it was 15 months filled with love and hugs and tickles on his baby tummy.
The pain in her heart only intensifies in recent weeks when Shelli Miller finds out that the man she contracted to design little Nate’s headstone is at the heart of a Better Business Bureau investigation.
Shelli Miller says, after his death, she went on line and began shopping for headstones for baby Nate.
For whatever reason, she says she went to Jones Memorials web page and felt comfortable with what she saw; so much so that she will eventually send $3,700 dollars to the company’s owner up front.
“We checked out the company and everything looked legit,” she says. “I was asked were you nervous about paying up front and I said no. That’s the way it is everywhere,” she adds. “They won’t work on your stone till they have your payment. And they can’t give it to someone else, so.” Her words trail off as she wonders what if.
Shelli Miller says she had no clue that anything was awry till she received an email in March.
“Another customer got my email. She said ‘have you talked to Marcus?’ The other customer told me that her stone is not here. ‘I can’t find him,’ she said to me. I got nervous. I found all these reports on the Better Business Bureau starting in March. He took a few days to call me back. But then he reassured me, telling me that he had had a hard winter and well, there were a lot of excuses,” the Nebraska woman says with a hint of anger in her voice. “He did give me his cell number. He called me back when I called and he said it was going to take longer than we thought.”
Shelli tells me that Mr. Jones promises the headstone would arrive in April. Then in April he said he needed more time.”
There is doubt, but also some encouragement as Shelli says Mr. Jones tells her to send her photos that are to be included in the memorial headstone.
That was the last optimism the woman with the pain in her heart will feel about Jones Memorial.
“It has been a couple of weeks now. And there’s been no response. He won’t answer the phone. Emails are being bounced back. The BBB has 52 complaints against him. It seems something more should be done to him. He has taken so much money and not delivered the merchandise.
This seems like the worst possible crime to do to someone who is hurting so much. I can’t explain the feelings knowing I have to do this all over again. It hurts so much. It’s unbelievable that anyone would do something like that.”
The Better Business Bureau will put out this scathing press release on June 25th:
Jones Memorials aka half-Off Stones.com 615-870-3820 3918 Dickerson Pike, Ste 108, Nashville, Tennessee
The owner of this company is taking advantage of consumers who are grieving the loss of a loved one. Marcus Jones, Owner, has promised customers custom headstone grave markings charging anywhere from a couple hundred to several thousand dollars. Complaints on file with BBB indicate the company failed to deliver the headstones and Mr. Jones will not return phone calls. In March 2008, BBB met with Mr. Jones in an attempt to eliminate the pattern of complaint received. Mr. Jones indicated he would work with BBB to resolve the issues; however, he has once again failed to honor his promise. BBB currently has 53 complaints on file from consumers across the country - 34 remain unanswered and unresolved.
We spend the next week looking for Marcus Jones. We start at the Dickerson Road office. The building is a myriad of small offices with a Hodge podge of different businesses. Suite 108 is locked when we get there, marked only by a UPS notice on the door.
It’s obvious, no one has been here for a while.
The building manager will later tell me that Marcus Jones is a good man who has run into some trouble. He tells me that he is all paid up and he no longer rents out the office in suite 108.
At the manager’s urging we go out back and see grass growing unchecked, three and four feet tall. Everywhere we look, there are headstones in various stages of completion. Some have angels on them and others have sports etchings.
There are scores of stones that are blank or partially completed.
There is also a shed with materials locked inside. It is here that the manager says, Mr. Jones has had problems with theft of equipment and at least a compressor that broke which compromised his ability to complete jobs.
I check with the Metro Police. The fraud unit tells me that they are investigating 3 complaints from people with similar stories as Shelli Miller. The complaints come from people in Kentucky, South Carolina and Texas.
With information developed at Metro Police HQ, we find Mr. Jones.
Below is the entire conversation with Mr. Jones; a man who tells me repeatedly he cares about his customers and his reputation and how he will be portrayed by me in this story.
Mr. Jones is well spoken and his words have passion.
Judge for yourself:
MR JONES: My business is like anyone else’s business. If I had anything to say to each one of those families, it is this: I have given it everything I got. To pick up materials. To go five hours away to get materials. To cut costs. To bring them good prices. Unfortunately, the economy has taken a bite out of my finances like everyone else’s. I have material on site that is there and ready to be carved. A lot of lettering that needs to be done, but personally and physically, emotionally, and financially, I am broken.
They will have to wait a little longer, but I do plan on getting these orders done. Personally, I am not in a position to do them anymore, but I do plan to out source some of them. As soon as I am in a better financial position to do so. So I’m doing what a lot of other Americans are having to do, I have to find a job, because right now, the business is not making any money.
MESSED UP: “You tell me that you feel terrible about this”, I say. “What would you say to a family like this? What would you say to Nate of Nebraska?”
MR JONES: Well not only to Nate in Nebraska, I am not going to make this about an infant’s headstone. I have plenty of families. I got people deceased for forty years, and some for two months.
The point is, No business wants to close. If I could stay open I would. But right now, I can’t afford to stay open.
I am doing what a lot of other company’s are doing; I am having to cut back and cease production and out source many things so that this work can be done.
I will say, I am sorry to many families. If there was a magic wand I could wave, to make sure the work was done over night, I would, but unfortunately, there isn’t.
Primarily, my goal was to be a self sufficient monument company. Which means you order from the company. You bring it back to your location and do the work yourself and ship it from your location. Obviously, whether it is a monument company or a house company, there are expenses involved. People pay me for the material. Then I have to buy the material, and there are other components to make the monuments complete.
I am just saying to you and these families, I have not tried to take advantage of them in any way, I am a victim of circumstances like other people. If I was rich, I would gladly turn around and send them all their money back times two. But unfortunately I am not so I am having to do little by little to get these orders taken care of.
MESSED UP: So you are out of the business now.
MR JONES: Yes.
MESSED UP: What is next for you?
MR JONES: Maybe I will become an investigative news reporter.
It’s an odd response, that makes all of us laugh. The mood soon turns serious again.
You have been to my facility. I have had to ward off thievery of equipment. Tools broken down. I have Lugged 30,000 dollars worth of raw materials over the years. I have excess materials back there. You want to help me: Tell the general public to come and buy tombstones at cost. So I can liquidate. I have plenty of material. In excess that they can have at good prices that will help me pay some of these families material costs.
MESSED UP: How can they contact you? is the web site still up?
MR JONES: Yes.
MESSED UP: Are you taking orders?
MR JONES: No. The only orders, I will take is from people buying liquidation. My goal is to liquidate the excess material I have to another monument company or other customers. My equipment is dead.
MESSED UP: What does a tombstone with no etching cost? Average flat marker, you can expect to pay: 400-700 dollars. So they can get it from me for 220-dollars. Now you have BBB’s all over the country saying watch out for this guy? Could you have envisioned being that guy?
MR JONES: Again, I am victim of the economic circumstances too. I mean the material and the gas is not free. The equipment to run the shop is not free. And when you don’t have enough money to keep the business going then you will have some vendors not taken care of and unfortunately, my vendors are families waiting on tombstones, and
All I can do is regroup, by liquidating excess material at a good price, and sell off equipment I may have to compensate to back up some of these orders. I am not rich. There have been delays. I won’t deny that. I have lugged a ton of stone. Orders paid to me to get the material. And I just cannot complete it.”
And once again; the families: If there was something I could do instantly to make this go away I would. Because it is in my heart to do it, just not in my ability to perform it.
Kathleen Calligan has been president of the Better Business Bureau of Middle Tennessee for many years. She says she and her people have spoken to Mr. Jones.
When I tell her about my encounter with him, Calligan is blunt.
“We never have complaints on people who have these services. It is not a complaint ridden industry. This is a sensitive service. People are in mourning and grief.”
She is alluding to the dozens of unresolved complaints against this company.
“He promised us by April 1st, that he’ll have the issues answered. We told him if he didn’t meet the deadline: we would issue a news release.
He said I don’t care. He said, he’ll have business to the day he dies. He has finished product he won’t ship due to weather. He said Northern states won’t pour concrete slabs till spring. He states: Jones Memorial and 1/2 off stones are two different businesses.
Jones memorial is for Tennesseans, like a walk up type facility. And half-off stones is for the internet business.
He was just included on a list of businesses that Middle Tennessee can do without. It is extremely ghoulish.”
Finally she admonishes: Do not pay advance…!!!
It is not the internet that is the problem. The problem is doing business with someone you have not checked out, is not familiar to you and you are paying in advance.
It is not the internet. It is the paying up front money before you get the product or service.
This company has a history of complaints that go back to 2004 and 2005. If anyone checked with the B.B.B. after going to the web seeing what he is selling, they would say to themselves: “here is a high risk transaction” This is a company selling headstones that has complaints at the B.B.B. That’s a red flag.”
First I’d like to say thank you Andy for finding Marcus Jones and for running our story. I really do appreciate the time and efort you put into this.
Second I find this statement to be untrue and honestly a bit offensive. If anyone checked with the B.B.B. after going to the web seeing what he is selling, they would say to themselves: “here is a high risk transaction” This is a company selling headstones that has complaints at the B.B.B. That’s a red flag.”
I am a smart woman and to incenuate even a little that this is in any way my own fault is ridiculous. I, along with several friends who were helping us find a stone, checked with the BBB before I sent any form of payment in. I checked in January of 2007 and there were no complaints on Jones Memorials/Half Off Stones. Maybe the site was being updated I don’t know. All I can say is I did check out the BBB and there were no complaints.
I would like to thank you for all the work you did on the tombstones. But i would like to let you know that it angers me to think that. You made it seem like our fault for giving him money first.
When we both sat here and check with the BBB for any reports on them and nothing showed up. Plus tell me if you order by catalog, T.V or the internet. Who ships you the product before you pay for it.
Shelli and Jeff, there is no way anyone could blame you guys for what happened. No one who was taken advantage of by this man should blame themselves. I know I am preaching to the choir.
He seemed far more concerned with his own “victimization” than his customers’. Everyone can see who the real victims are here.
Shelli and Jeff I agree with amyp. Your momma didn’t raise no fools. I just don’t know where this guy is getting off saying he is emotionally and financially broken. I’m sure that every customer that ordered was emotionallly and financially broke as well, and with much sadness in there hearts. He should not have taken orders if he couldn’t full fill the ones he had. I hope he gets his dues. Guess I just needed to vent. Once again I’m so sorry. You are all in my prayers. Love Ya
As one of the people who checked the BBB for complaints, and no, none were found, I have to agree that the “red flag” statement made by Ms. Culligan was unfair. There were no complaints on the BBB website until March.
Anyone who knows you knows that you checked out everything before deciding that you wanted to do business with Mr.Jones. You are not to blame.
Yes businesses go under from time to time, people have bad luck, get broke into and the list goes on and on. Did anyone ask Mr. Jones why he wasn’t upfront with The Millers and his other customers? Why did he continue to lead them on week by week? Why did he stop answering his phones and his emails? Surely there came a point when Jones knew that he was unable to fufill the orders that had been placed. Has he offered the families an unfinished stone that could possibly be finished elsewhere? You said that he was concerned how he would look in this story. I believe that is all he is concerned with.
Shelli and Jeff, there is no way you could have known this would happen, and it is in no way your fault. The BBB lady who tells you to never pay before you get your product has obviously never ordered anything in the past, ever! Marcus should feel ashamed for taking all that money for himself from all these grieving families, and YES he better make it about Nate, and not his stingy self!
I think this man should be ashamed of his actions, look at the millers grief and others whp are waiting for there headstones and all the pain and suffering they have been through and all he cares about is what he has gone thru.Is this really fair and honest, it looks to me like he only thinks of himself and his ordeals and does not care about others. These people did not ask for what was dealt them in life either.
Wonderfully written story Andy.
Umm excuse me Kathleen Calligan but have you not ever done business via the internet? I buy almost everything online and 99% of the time you pay upfront. It’s not often that I receive a good/service BEFORE I have paid.
Shelli & Jeff, thank you for going through the painful process telling your story. I know your story will help so many other families that are hurt by this man. Thank you both for being so strong and speaking out. You both continue to inspire me with your outreach.
I appreciate the station taking the time to find Marcus Jones and to attempt to get to the bottom of this awful situation. It turns my stomach to see how Mr. Jones manages to make this about how HE was victimized. Disgusting. The comments made by the BBB regarding paying after you receive merchandise and checking into a company before you do business with them were an insult to anyone involved in the complaints against Half Off Stones and Jones Memorials. Of course they did their homework ahead of time. The BBB had no complaints until after all of these hard working, grieving families did business with them. It’s an insult to the families to insinuate otherwise.
The next time I buy something off Ebay I will not send my money first just like the BBB lady says. When they complain to me to send the money I will give them her name and number so she can straighten them out.
Amazing the BBB would hire such an uninformed representative.
Love ya Shelli and Jeff
I want to thank the station in TN for running this story!
I contcted the BBB myself when this started to drag out and at that time they told me there was no other complaints on Mr Jones at that time - Shelli and Jeff were one of the first to file the complaints against this man and then the others immediately followed as they started getting the run around as well. Shelli researches everything before she jumps into it and Ms Calligan should not be so quick to make assumptions when she has no idea what she is talking about! I have also tried contacting Mr Jones several times by both email and phone and he has not responded to one of them. One of the emails specifically asks him if he is having financial trouble and if we would be able to help by paying to have what is done shipped to Shelli and Jeff so that they could have it finished elsewhere. That involved no expense to him, the only thing he had to do was answer the question and get it ready for shipping! He makes the comment that he is physically, emotionally, and financially spent - too bad! Yes, losing everything you have been working for is hard!! So is losing a child, parent or love one! He needs to suck it up and do what is right instead of worrying about how he has been affected! He has stolen money from these people and something needs to be done about it!
Poor poor Marcus Jones…whatever. I am sure he does sound sincere and well spoken… blah blah blah. He has a ton of money from people who trusted him with the last thing they would ever do for their own loved ones. There is nothing wrong with telling both sides of the story, but to indicate that somehow this is Jeff and Shelli’s fault is offensive and incorrect. Perhaps if the BBB was better at giving out accurate information none of this would have happened, obviously they were aware of this creep. I hope people can read through the hype and see who the real victims are. In the meantime a grieving family waits for an appropriate marker for their child.
Mr. Jones, victim?? I think not!! Yeah, gas prices are high…Yes, grocery costs and living expenses have risen…Do I get to blow off my customers who depend on me and STEAL their money? NO!!
As for being a “victim” of the economy…join the club man!! All of us Americans are paying the same high prices of the economic slump…DEAL WITH IT!
Bottom line, Mr. Jones is an absolute THIEF! There is not a “nice” way to categorize what this man has done to SO many people.
I hope the communties in which this story is shown will see Mr. Jones for the thief he is. Things have a way of coming back to you, Mr. Jones…ever heard of Karma?! How do you think this will work out for you??
My question to Marcus Jones is how can you have excess materials for sale on your back lot when you have undelivered paid-for orders? It would appear you are just looking for additional income financed by the already disappointed / defrauded customers mentioned in the story. Get off you duff and quit whining about how tough you life is. Complete a couple of jobs and maybe someone within the industry will come to your aid with equipment loans and etching materials. At least make an attempt and show people you are half the man you say you are!
I really Hate that this has Happened to these people but i have done business with Mr. Jones and he trewated us very well. I called him 3 weeks before my grandmothers birthday in May of 2007. I had explained to him that my great grandfater never had a headstone and died when my grandmother was very young and we wanted to surprise her with it for her birthday. I placed the order and I called 2 days before it was due, and he told me then that someone stole a lot of his tools and he called another company to see if he could finish the stone there and he did,I met him there as he was finishing it up which was alot later than he usually works and did a great job on it. My grandmother was very happy and i was pleased with his work and bad things do happen to good people,now im not sure whats been going on recently but i know i never had trouble with his company
I love you, man.
marcus have the God kind faith that I know you have keep the word in your mouth.
This email came in the Messed Up email bag.
i went to his old office and there are several several completed stones (name and dates cut) there jus sitting with weeds growing over them. what is going to happen to them?they just need shipping out or setting.he mite fix a lot of these problems by letting ppl pick up there stone or haveing another company come get it and set it.i too am wiating on a infant stone for my daughter that i paid in full for when i ordered it.all he had to do was order mine there was no sandblasting or etching needed on it no equipment needed other than office equipment it was a bronze. if he sells the stuff who will get all that money?
Message to dt~sure Marcus keep the word in your mouth and other peoples money out of your pockets!!
I get it MJ is your friend, your lover whatever……what I don’t get is how you can defend anyone who is a theif and dishonest. Sure bad things happen to good people. But good people are honest and try something called explaining, good people dont stop answering phone calls, especially when they used someone elses money for their own purpose.
Looks like you;ve got some fans MJ or maybe you are just posting on behalf of yourself. Either way if you are a man of your word, prove it. Call the 30+ families that you have screwed over and make ammends. That or burn in hell…….your choice victim of the bad economy.
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go to this web site http://state.tn.us/consumer/ look on the right side bottom, there is a link to file a complaint with the Tennessee Division of Consumer Affairs. good luck
[...] We found Mr. Jones and asked him to explain himself. You can link to our story here. [...]