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Business Profile

Clock Dealers

Chelsea Clock Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clock Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We delivered our clock to Chelsea Clock for repair 18 weeks ago being told it would take 4 - 8 weeks and repair time has been a moving target ever since. First it was 4 to 8 weeks, then 10 - 12 weeks, then 12 - 16 and so on. They have now had the clock for 18 weeks. They were prepaid for repair, so they have my money. If they didn't, I would just pick it up and take it somewhere else. They tell me today it will now be another 4 to 6 weeks because it has to be 'tested.' I have an email chain as I have tried to keep in touch and be patient but today I finally spoke with someone who just yelled over me every time I tried to speak. I am a very unhappy customer and frankly I am now wondering if the clock is lost or they dropped it or something like that and maybe they are hoping I will eventually go away. I am considering filing a claim with my insurance company or possibly the police. I do not know what else to do.

    Business Response

    Date: 07/05/2024

    Hello,

    Thanks for contacting Chelsea Clock and sorry to hear you had a not so pleasant experience with one of our customer service reps.  I will be sure to take up the matter with our employee as this is not acceptable behavior. 

    As far as the customers ********************, we have not lost it.  Chelsea Clock has been in business for over 125 years, and we take great pride in our services and customers we serve.  A mechanical ******************** is like a work of art and takes time and care to restore to optimal working worder.  The repair time quoted to the customer was ***** weeks. this is from when the customer pays the invoice and is an approximate time frame. as stated on the estimate received and paid for.  Unfortunately, we did have two techs out.  One on paternity leave and the other an unexpected three-month medical leave which put us behind.  The clock now in our final testing phase and per the tech should be ready to ship in 4 weeks as long as it is keeping consistent time and doesnt need any further regulations. this is why the lead time given is approximate.

    Once the clock is shipping, we will contact the customer to pick up the ******************** and the clock will have a two-year warranty.  I have attached a copy of the original estimate the customer received.  

    If you have any further questions, please dont hesitate to reach out to me directly.

    Thanks,
    ****


    *************************
    CHELSEA CLOCK
    Director Sales and Customer Service
    *****************
    **********************, MA  02150
    ************
    ************ fax
    www.chelseaclock.com

    Customer Answer

    Date: 07/08/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *****

     

     

Chelsea Clock Company is NOT a BBB Accredited Business.

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