Terry Willburn of Eagle Memorials promises better communication with customers after delays
TONGANOXIE, Kan. —
More customers are reaching out with concerns about a Tonganoxie memorial and headstone business after KMBC 9 Investigates reported about the company this week.
The main problem both the owner of the business and customers say they’re experiencing is a lack of communication.
On Friday, Amanda Brown and Evelyn Keopke, along with Darrell Bateson, told KMBC they also have concerns about the communication surrounding installations for their loved ones.
“He seems like a good guy,” Bateson said. “And I just want him to handle his business. Or, you know, if he can’t do it, reimburse us so we can go elsewhere.”
Keopke said she and her granddaughter have waited roughly a year for a bronze plate.
“You want to trust people to do what they say they’re going to do,” Keopke said. “And it’s so sad.”
Terry Willburn, owner of Eagle Memorials, told KMBC 9 Investigates on Friday it is just him and one other person working at the business. He said he does not have anyone in the office to take calls while he is out working in cemeteries to install headstones.
“I definitely need to either figure something out with that and do better with that,” he said.
He promised to work on communication with customers.
KMBC first reported about problems at Eagle Memorials back in January.
Cherie Armstrong emailed KMBC for help after paying more than $5,000 to Eagle Memorials for graveside memorials.
After KMBC aired a story, the owner, Willburn, installed the headstones.
On Thursday, KMBC spoke with Kathy Lynn Schaeffer, who said she has waited for months for installation. After KMBC called, Willburn said he is hopeful to have the installation done before Thanksgiving.
The business still has a 2.4-star rating on Google Reviews, with reviews sharing concerns about delayed or missing headstones.
“I’m not trying to screw people over,” Willburn said. “I will do whatever I can, and I will give money back or whatever I have to do to make it right.”
If you have concerns with Eagle Memorials or any other business, email investigates@kmbc.com.