Complaints

This profile includes complaints for Universal Watch Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Universal Watch Repair has 2 locations, listed below.

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  Universal Watch Repair

  10863 Main St Clarence, NY 14031

• 

  Universal Watch Repair

  8061 Main St Buffalo, NY 14221

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:06/10/2024

  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 brought a wall clock to Universal Clock Repair, Clarence NY, in April, to have the glass face put that broke. This clock has sentimental significance, as my mom gave it to me, and she is deceased. I called Brooke and he said my clock was ready and there was NO CHARGE for the repair.This was around April 2024. I said I would pick it up that weekend. Brooke told me to call him before I come up on that weekend. On that Saturday, I called Brooke, left a message but he never returned my call. I have made several calls to him during May 2024. Left voice messages that I wanted to get my clock. He never called me back. In the beginning of June, I called Universal Clock Repair. I had to leave a message that I wanted to get my clock, it was sentimental to me because my mom has passed. Brooke returned my call and we set up a day to get it, but he told me to call first so he could be at the shop. On the day I was to pick up clock, I called, had to leave him a voice message that I want to pick up my clock. Brooke called me back and said he was at Dr. office w/his wife. He said he would call me when done and said it would be after 4:30 PM. I never heard from him that day. I have placed several calls but can not leave message as his voicemail is full. I had option to leave my phone number via text to him. As of this writing, I have not heard from him. I just want the clock my mother gave me back.

  Business Response

  Date: 07/01/2024

  Response taken by phone:  She left the clock for 6 months and did not call.  Then called and  demanded her clock immediately.  She has picked up the clock.

• Initial Complaint

  Date:09/21/2023

  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 Aug. 28, 2023, I called Mr. ******* and asked if he could repair my clock, a Hermle
  mantel clock. He told me to bring it to the shop on Main St., which I did. After looking at
  it, he said it needed to be cleaned. He offered to do it right then while I waited When he
  was finished, I gave him $60.. He said if I had any further problems to let him know.
  When I got home, the chimes were out of sync and as time passed, the clock was losing
  almost one minute every hour. I called Mr. ******* and told him the problems with thr
  clock. He told me to bring the clock in the next day, 8/29.
  
  23 He was able to correct the
  chimes, but said he would need to keep the clock for a day or two to figure out why
  
  it was losing time.On Wed.,8/30, he said I could ppick up the clock on Thurs.,8/31 On
  Thurs.,8/31, I was at the shop at 9:30. Mr. ******* wasn't. I called him on the phone, and he said he told me to be there Friday. Possible miscommunication . However,since that time, I have been unable to meet with Mr. ******* to get my clock. It is almost impossible to contact him by phone. Either he doesn;t answer, or his mail box is full. On Sat. sept 8, he called me and said he would be at the shop on Sunday. He would call me when he got there. Of course the call never came, and I haven;t heard from him since. I just want my clock back

  Business Response

  Date: 09/22/2023

  Response by phone:  The clock is all set.  The customer can pick up the clock Monday morning after 9:30.  

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The consumer told BBB that the issue has been resolved by the company.
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/28/2023

  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.

  Took cuckoo clock to be fixed …
  Was supposed to be done by Monday July 17
  We are unable to get an answer from the owner … he does not answer his phone and is not in his store …. We just want our clock back

  Business Response

  Date: 08/10/2023

  Response taken by phone:

  The business responded that he had explained he was not available due to an illness.  He couldn't find anything wrong with the clock, it was returned and there was no charge.  

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ****** *******