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After 18 months, they (Fairlawn Monument, same people) failed to get my mom's grave marker correct. First, they lost it (or lost the paperwork), so after almost a year it wasn't installed. Then, they finally had it installed - but they misspelled my mom's name and didn't match the font/border to my dad's adjacent marker (which they agreed to in the proof). Months later after lots of hounding, they finally replaced the marker with a new stone. Correct last name. Wrong middle initial. Wrong date of death. Wrong border. They have not communicated, they have broken promises of commitments and actions, they have not generally returned calls and emails, and not once did they apologize. Not. Once.