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:07/18/2023

  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.

  On Friday, July 14, 2023 around 3:00 pm a clock repairman came over and worked on our ****** ****** Grandfather clock for approximately 12 minutes. My wife then asked him to sit down and wait on me as I was on my way home. My wife wanted him to explain to me what he had done. He told me that he had oiled and adjusted the beat. He said the clock was old and probably needed to go into the shop at some point to be worked on for $650.00. But, he also said we could wait as the clock was now running much better and could last for several months or even up to several years. He charged us $150.00 which we paid in cash and got a receipt. The clock ran for 1 hour and stopped. I called the shop and spoke with the owner. He got very defensive. I think his name was ****. I think $150.00 for maybe 15 minutes of work at the most and the clock only running for 1 hour is totally unreasonable. We are seniors and live on a limited income. I thought this was a reliable company, that's why I called them, but I now think I was wrong. I would like a total refund. Thank you in advance for your help.I

  Business Response

  Date: 08/10/2023

  To whom it may concern, 

   

                  In regards to the complaint received, a response letter has been sent via mail. We received a reminder letter in the mail after the fact. Need to check with you to see if our response has been received or not. 

  Complain ID # 20324976

  
  
  

  Thanks, 

  Promenade Clocks 

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

  Business Response

  Date: 08/10/2023

  see attached

  Business Response

  Date: 08/11/2023

  To Whom It May ******** God has blessed us with a lot of business. We do our part by being in integrity. This customer initially contacted us to perform a service call to their home. The customer stated that his clock was not functioning. We agreed on a time, price, and service. Our standard service call consists of a qualified technician coming to the home to examine the clock and includes oiling and adjustments as necessary. Our service call fee also includes the time spent driving to and from each location. This particular customer is approximately 25 minutes away from us. When the technician arrived he performed the necessary and agreed upon service which, again, consists of oiling the mechanism, setting the beat, making necessary adjustments, and examining the mechanism for wear. The technician performed the stated service, spending approximately 20 minutes in the home with the wife prior to the husband arriving. Once the husband arrived, ************** then proceeded to stay with the husband for approximately another quarter hour. During this time, the technician explained that the clock was in poor condition. This particular clock is ***** years old. When clocks have been in service for this length of time, it is very common they are in need of more extensive repair than what can be done in the home. There is no special case for this clock. The technician stated it may continue to run, as we always hope for in these situations, but the clock would not last without cleaning it. We provided an estimate for the additional work required and the husband declined. We expressed that we did our best to make it run but reiterated there were no guarantees unless we bring the mechanism into our shop. The customer proceeded to call us following the service call with the complaint that the clock had stopped running. We offered to return for free and retrieve the mechanism for the necessary repair, and this was declined as well. He stated he would rather have it be a pretty piece of furniture than spend the money to get it running. We extended the offer to come out for free to two weeks if he changed his mind. This offer still stands. Sincerely, Promenade Clocks

  Customer Answer

  Date: 08/11/2023

  The technician actually worked (hands-on) on the clock for approximately 10 minutes.  He did remain in the house for 15 miinutes waiting for me to return home which does not count as working on the clock.  He left after talking with me for approximately 10 minutes.  After he left, the clock ran for about 15 minutes and stopped.  I immediately called the shop. They said I would have to have it brought in for an additional $650.  Afterward, I called a ****** ****** tech online and he told me that this particular model needs the crutch to be adjusted first.  On this model, restarting the pendulum will not automatically set the beat.  I was disappointed that this technician did not know this. He made no mention about the crutch. I would like a refund. $150 is a lot for 10 minutes of actual work that only lasted 15 minutes of running time.  A refund minus the travel time would be greatly appreciated.

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