Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, 2023 I took my grandfather's cuckoo clock to get an estimate as to why it was not keeping time with one weight moving down faster than it should. The business, Watch & Clock Repair told me they would need one week to look it over and $25 for the estimate, which I paid. The result was a total replacement of the inner workings for a cost of $1400. I declined the repair and picked up my clock. Once home, the one chain was not working so I took it back for them to fix it which they did. The second time I hung the clock, the second chain was stuck so that I could not hang the weight on it. I took it back again and the father was rude to me and insisted that I broke it and he would not look at it without charging me $80. The son looked at it and figured out if I would take it home and run it, the weight would come down (he also was able to bring the hook down about half and inch so that I could hang the weight.). I got home and hung the clock a third time, but now the pendulum would not continue to swing. The clock completely stopped running. When I brought the cuckoo into the shop it was running. Now it is not. I expected to get my clock back in the same condition as when I brought it in. I paid $25 and they broke my clock and this is not acceptable. Their business card says over 40 years of experience. If they are so experienced, then if the cuckoo was too fragile, they never should have taken it apart. I want my cuckoo to be put back into the same condition as when I gave it to them.

  Business Response

  Date: 07/22/2023

  Watch& Clock Repair

  ****** had brought her Clock to our business to have it estimate because she told us that the clock does not work good.After going through the movement of the clock the clock had too much wear and tear so we advice her to correct this problem she either need to repair the movement or we can do a full restoration in the clock because of the worn out movement the clock will not work any more. But she chose not to repair the clock. She brought it home and what ever she did was out of our control and she brought it back my father put the chain back without charging her. Than two days later she brought it back again this time it was for the other chain and I myself helped her with out charging her again. I was kind enough to advice her again that her clock is worn out and it need restoration and she refused.

  Customer Answer

  Date: 07/26/2023

   I am rejecting this response because my clock was working when I brought it in, although not as it should be.  The pendulum was swinging and the weights were moving.  After I paid them $25 to do an estimate, the clock is no longer working at all.  They gave me back my clock after breaking it.  As far as the two adjustments, that was their fault that I had to bring it back because, there again, it was not in the same condition as when I brought it in.  I want my cuckoo clock in the same condition as when I brought It in.  I feel that when it was in their possession, they broke it.  It apparently needs a part (they broke) to get the pendulum swinging again and this is what I feel they need to fix.
  
  
  

  Business Response

  Date: 08/16/2023

  Watch& clock repair, we didn't break her clock and there were not parts that was involved and we didn't take any parts out all we did was went through the movement of the clock professionally and her clock was totally worn out. We advice her to go through a full restoration and she refused. When the clock came in she said that it worked but we didn't know that we just took her words for it because we gave our customer benefits of a doubt. In this case when we went through it The Movement Is Worn Out to correct this problem her clock needs to go through RESTORATION! It will not work because the pivot holes are now too big and it will never work. $25 we're for our time to examine her clock and the result came out to be her clock needs to be rebuilt. If any thing our business will refund her $25 dollars. Her clock will not work unless the clock go through a full restoration. Please we have been doing this for many years and if our professional advice is not good enough she can bring it to another clock shop.

  Customer Answer

  Date: 08/18/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will suffice.   I am willing to accept the refund of my $25 only because I do not believe the company is competent to repair/replace the broken part that is necessary to restore my cuckoo to the original condition  that it was in when I first brought it to Watch & Clock Repair.  To reiterate, the pendulum was swinging perfectly before Watch & Clock Repair took it apart.  Now it will not swing.  If the pendulum does not swing, the cuckoo does not work.  I will find a competent cuckoo clock repair shop even if I have to drive to *********** or ******.