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:12/05/2023

  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.

  Business referenced as authorized service center by ****** a Swiss watchmaker has prepared an estimate to repair a ******* military ********* manufactured by ******. The estimate dated 13 April 2023 referenced **** in attachment in the amount of $595 exceeds the value of the watch, provides no details or breakdowns, includes major parts that were replaced less than 6 years prior by another authorized service center, no longer in business. As illustrated by the correspondence the business refuses to clarify which raises customer service, product quality and reliability issues. And requires payment to return the watch unserviced.

  Business Response

  Date: 12/12/2023

  RGM Watch Company has been in business since 1992.  In addition to making our own line of watches, we also service RGM watches as well as many other European mechanical watches. We service approximately 700 watches per year. RGM is the authorized service center for many high-quality brands, including ******.
  Regardless of brand, we recommend that all mechanical watches be serviced(overhauled) every 5-6 years. Over time, the lubricants in a watch can become dry and harden which causes the watch to operate at a substandard level, mainly not keeping accurate time. Servicing a watch includes disassembling all components of the watch and cleaning them in a 5-stage process. The parts are then reassembled and lubricated as needed. Various lubricants and greases are used for different components. Once reassembled and lubricated, the timing is checked and adjusted as needed. The hands are aligned and synced with any calendar functions on the watch. The watch is then water tested. On average, this process will take a skilled watchmaker at least 6-8 hours. Final timing and testing can stretch over an additional 3-5 days. Depending on the complexity of the watch, the average cost for servicing a modern watch is $525-$725.
  In April 2023, upon receiving the ****** watch in question, it was evaluated in the same manner as all incoming watches received for service. The client completed our service form and sent it along with his watch;this form is included in our submission. On the form, he stated that his watch runs slow or stops and that the last overhaul (movement service) on the watch was completed in 2017(6 years ago).  These details along with the initial inspection of the watch were factors in the estimate cost of $595. The estimate was generated and sent to the client for approval/denial. As shown in the email conversation from April 2023 between the client and RGM, the client requested a breakdown of charges. It was explained to him that the greater part of the estimate cost is the labor. After our last email explaining this, we did not hear back from him.
  In December 2023, we reached out to the client asking if he would like us to return his watch since he did not approve the estimate; we offered to send a statement for return shipping costs. He advised us that he has reached out to BBB and ****** for feedback on his complaint. ****** replied to him and copied RGM on their response. ****** explained that the cost of the estimate is acceptable. Furthermore, they explained that the cost of this service is dependent on the work involved, not the value of the watch itself.The entire response is included with this submission.

  Customer Answer

  Date: 12/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. Similarly, to other major repairs a work breakdown is to be expected especially if repair costs exceed the value of the watch. The reluctance to provide details, as a matter of transparency is not acceptable both from a client and brand perspectives. It is not complicated itemize the costs of the crown, tube, gasket and labor. References to sentimental value or the intricacy of watchmaking are irrelevant.
  

  2. I have owned other Swiss manufactured watches for decades, but I have never been charged so much for servicing or received a lump-sum estimate without a detailed invoice or options in terms of the work required. That raises obvious issues about the brands products and parts in terms of quality/reliability.
  

  3. The same service and parts for the same watch has doubled in cost in 6 years, albeit provided by a business that is not the brands official partner service center. This represents a major rate of inflation that neither the business or brand has acknowledged in their responses.
  

  4. I have requested clarifications that have been totally ignored including whether I should expect the costs of services to double every 5 years. Furthermore, I do not understand why I should be invoiced for the return shipment.
  
  Sorry but I am not impressed by the feedback, and considering the issues do not consider the invoices are acceptable as submitted. 

  Regards,
  
  ******* ******

  Business Response

  Date: 12/27/2023

  This customer is unwilling to accept current labor costs and expenses involved in servicing precision instruments such as his mechanical wristwatch. We have previously explained that the cost of his estimate is mainly labor. We elaborated on what the labor entails and how long it takes.
  As a courtesy, we will return this customer's unrepaired watch at our expense.

  Customer Answer

  Date: 12/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  1. The business stance and tone continue to be condescending, ignoring my request to itemize costs including crown, tube, gasket and labor; as endorsed by the manufacturer in an email dated 18 December attached;
  2. The business continues to ignore the query about inflation on service and parts, which is a major concern if they double in cost every 5 years, when service is required. 
  3. As a result I am no further ahead today than when I reached out to BBB and have received no additional element to make an informed decision on a $595 estimate to service a watch purchased roughly the same amount 20 years ago.
  The only concession made by the business is to return the unserviced watch free of charge in an email dated 27 december, which is rather dismissive as we are still trying to resolve the matter through this forum. Note the gesture is even presented as a courtesy by the business.

   Regards,

  **************
  
  

  Business Response

  Date: 01/03/2024

  Per ******************** email sent to ****** (cc'd RGM) on 12/8/2023, he stated "Under the circumstances you can understand that I am not prepared to spend another penny on ****** watches. You may instruct your official partner to do what they please with the ******* military ********* but I will not give any consideration to any invoice. Shipping or else." Given this information, RGM Watch Company will not be engaging in business with ****************. He has not paid RGM for any services, and no services were performed on his behalf. We will be returning his watch unserviced. We consider this matter closed.

  Customer Answer

  Date: 01/08/2024

  I am curious to receive BBB feedback on this complaint including business' communication, processes and methods. Keeping in mind transparency and pricing are at the heart of the issues I have raised.