Complaints

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• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I contacted Springfield Clock Shop on January 27, 2024 to repair my deceased grandmother's schoolhouse wall clock because the second hand stopped working. They said the charges would be $150 if I wanted it to chime again or $75 if I only wanted the second hand to work. The owner said it would take a couple of weeks. After almost 6 weeks, I finally picked up the clock. I noticed the pendulum wasn't swinging and the owner used a stick to lift it off the wall stating the wall had to be flat and his was not but the pendulum worked. I paid the $150 and he put the clock in a box with it sticking out the top. When I got home, I put the clock on the wall and the pendulum touched the glass, was missing the screw that adjusts it up and down, it would not swing back and forth, the top of the pendulum and been filed with sharp metal protruding, and the wood on the clock had the front glass wedged between the frame and body. It appeared the place where it had been filed was causing it to not work properly. I called the owner and he said to return the clock and he would fix it. When returning, the clock flipped out of the box and shattered. He said to return it anyway and he would fix it free of charge. Now April 18, 2024 , five more weeks later, I contacted him again, and he stated he would not fix the clock and there was no proof he didn't replace the pendulum screw and no proof he didn't fix it. I told him I had pictures of the clock on the wall with a level showing it was, perfectly, flat and the pendulum was rubbing the glass and would not move.

  

  Business Response

  Date: 05/08/2025

  Customer was told they will get a full refund. However, they need to return the new movement that was installed in the clock. And we are not responsible for clock falling off their wall.

  Springfield Clock Shop

  - ****

   

  Customer Answer

  Date: 05/08/2025

   I am rejecting this response because: The company ruined the clock by filing down the pendulum without permission and installed a new movement that did not fit the pendulum.  This is why they filed it down without permission and tried to pawn it off as fixed.

  Also, the new movement is, approximately, $12 which includes a new pendulum they did not install.  If the movement they installed is removed, they would need to install the, original, movement they took out.  The only issue with the clock was the second hand did not move.  The time was correct and the chime worked.  They installed the wrong parts and tried to make it work.  We have provided the pictures as proof showing the shoddy work.  The repairs, as agreed upon, were not completed.  If they want the new $12 movement, then we will have to demand a full refund and replacement costs for the clock they ruined by adding a movement that was not compatible with the clock and destroying the pendulum, so it no longer operated correctly as seen in the pictures.  You can, also, seen the pictures where they tried to move the glass in front of the pendulum out and between the wooden base to try and make it swing correctly in one of the pictures submitted.  As a result, the received clock was in worse condition than it was when it was taken in for repair.  

   

  
  

  

  Business Response

  Date: 05/09/2025

  Original parts are not available for this clock and I have tried to go above and beyond for this customer. It did take longer then expected as I tried a few different options to get it to work. When she picked it up from my shop it was working. She called later that day and said a nut was missing from the bottom of the pendulum which I told her I could put on. She then called back and said when she took the clock off the wall she dropped it and was throwing it in the trash. I told her I would try to find a spare clock that I would fix and give her for free. She said she fished the clock out of the trash and brought it back to me where I fixed the lower glass piece, and hands. ( I think this is where the comment about the glass came from) When I fix one of these clocks the things that will need modifications are the hand and the the pendulum, no work was done to the case or the glass with the exception of when she brought it back after she dropped it and I fixed the glass for free. I have about 5 hours of work and the movements cost me about 50 dollars each not 12. Their clock is working fine, she is mad she dropped it. 

  Customer Answer

  Date: 05/09/2025

  This merchant is lying.  He tried to show the clock was working by using a stick to push it out form the wall claiming his wall was not level and the pendulum would work on a level surface.  When I got home, I contacted him, immediately, and told him there was a nut missing from the pendulum, the pendulum had been filed down without our permission, the pendulum did not work and rested against the glass on a level wall, and they moved the glass out and stuck it between the top and base to try and cover up the pendulum not working.  He stated to return it so he could fix it. Upon trying to return it, yes, it did fall out of the misshaped box he put it in and broke.  However, that does not take away from the fact that they had, already, ruined the clock and are not trying to act as if it worked.  It did not work and they know it.  I, also, submitted pictures showing it on a level wall and the pendulum resting up against the glass.  When he filed down the pendulum because it did not fit the part he put it, it made the pendulum not level and sticking out towards the front.  He knows it because he told me to return it and he would put something behind it to make it work.  This is a scam and there are similar complaints on yelp as this.

  Customer Answer

  Date: 05/09/2025

   I am rejecting this response because:
  
  This merchant is lying.  He tried to show the clock was working by using a stick to push it out form the wall claiming his wall was not level and the pendulum would work on a level surface.  When I got home, I contacted him, immediately, and told him there was a nut missing from the pendulum, the pendulum had been filed down without our permission, the pendulum did not work and rested against the glass on a level wall, and they moved the glass out and stuck it between the top and base to try and cover up the pendulum not working.  He stated to return it so he could fix it. Upon trying to return it, yes, it did fall out of the misshaped box he put it in and broke.  However, that does not take away from the fact that they had, already, ruined the clock and are not trying to act as if it worked.  It did not work and they know it.  I, also, submitted pictures showing it on a level wall and the pendulum resting up against the glass.  When he filed down the pendulum because it did not fit the part he put it, it made the pendulum not level and sticking out towards the front.  He knows it because he told me to return it and he would put something behind it to make it work.  This is a scam and there are similar complaints on yelp as this.