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:02/03/2023

  Type:Billing 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, or about, the fifth of October 2022, I contacted JD & Co Jewlers in ******, ********** regarding repair costs for two antique watches I own. A saleslady named ********* informed me the cost would be $40.00 to replace the *******s in each watch and $75.00 to clean my **** Waltham pocket watch. She informed me there would me be two-day turnaround and my watches would be completed. Based on the information provided for me, I sent my watches in good faith to JD & Co. and expected them to perform on their verbal contract as stated by saleslady *********. After receiving confirmation my watches had arrived in ******, I called the store and was informed by another saleslady that the work done to my watches would cost considerably more. She stated a price of $450.00 for a simple cleaning and installation of a ******* on the ******* pocket watch and $200. 00 to custom make a ******* for my wristwatch that is readily available on E-Bay *** less than $7.00. As the numbers she mentioned were so far removed from the numbers originally quoted me, I asked to speak to the store manager. She put me in touch with a man named *******************************, who is listed as "Client Relations Manager" for the business. Through negotiations with ************************, I was able to eventually get the price down to $80.00. for just the replacement of the ******* on the ******* pocket watch, without the cleaning and no work, whatsoever, done on the wristwatch. After three months, I received an E-Mail stating that my watches were ready for shipment. I sent a postal money order for $108. 24 in payment for the ******* installed on the ******* and shipping charges for both watches. The ******* arrived with two of the three hands detached and in non-working order. I have owned the ******* for many years, and, in all that time, it ran well and kept perfect time until I sent it to JD & Co. I called the business and spoke once again to ************************ and I have had no further contact with JD & Co. since.

  Business Response

  Date: 02/06/2023

  In early October, 2022 ************** called us to inquire about watch repairs as he had 2 vintage watches that were needing repairs.  We advised ************** that our watchmakers are able to complete most estimates in 2-3 days and repairs are completed between 2-5 weeks with some longer time frame on vintage watches depending on parts available at the time work is to be completed.

  We received 2 watches into our facility and our Head Watchmaker was able to complete the estimates for necessary repairs then move to our ******************* on October 13, 2022.  ************** sent 2 watches to us for estimate and had many questions regarding the repairs necessary for the repairs.  Both watches were needing ******* replacements when they were received by us.  They were also estimated for individual needs as they were not running properly and within normal tolerance range for the watches of this era.  ************** approved work on the Bulova wrist watch for ******* replacement only after we completed and presented an estimate on performing an Overhaul and Adjustment that was estimated due to poor running condition due to dry oil and debris in the movement of the watch.  Our watchmaker started the work to hand cut a ******* as parts were not available from the supplier on this vintage watch. On November 30, ************** called on the status of the repair and pricing.  We discussed the pricing, status of this watch being completed and costs of shipping/insurance.  ************** then inquired if the ******* was authentic/original parts.  ************** was now insistent that we should buy a ******* from **** and put it on his watch.  Our watchmaker had already performed the work as originally estimated and approved and ************** insisted on us reversing the work back to how we received the watch.  Our watchmaker reversed the work on the Bulova watch.

  Our Head Watchmaker had completed the estimate on the 2nd watch, a vintage Waltham pocket watch.  This movement had dry oil and was in need of a restoration and *******.  ************** insisted that the watch did not need restoration and cleaning as it has run for years and only needed a *******.  We had the ******* ******* of the estimate at $80 which was confirmed multiple times to make sure ************** was understanding that the Head Watchmaker evaluated and estimated the Restoration as being needed for this watch to run properly.  ************** refused the recommended work and we proceeded with replacing the ******* on this watch.

   

  December 7, 2022 Email received from **************:

  "Thank you for your time today, *****. As I said on the phone, the current price for the Waltham pocket watch is reasonable and acceptable and I want that job to proceed. In the matter of the late-thirties Bulova wristwatch, I would like to make two points.
  
  1. When I gave the go-ahead in October, I had been in touch with your salespeople on two occasions. The first young lady I spoke with gave me normal and sensible quotes for the two jobs and I sent me watches up to her in good faith based on the numbers she quoted to me.
  
  2. Shortly after my watches arrived at your business, I spoke with another young lady, she told me the watchmaker quote for just the ******* on the Bulova was $140.00 and to have the Waltham cleaned, with the ******* replaced was $450.00. When I called her on these outrageous prices, and informed her I could find a fully restored, or original Waltham pocket watch in perfect condition for far less than that, she began to argue with, loudly insisting, "No,You Can't"! "No, You Can't"! I finally decided to forgo the cleaning of the Waltham and asked that just the *******s be replaced on both watches. I was then going to be charged essentially $100.00 per ******* for each watch. I reluctantly gave the "Go Ahead" to replace the *******s just to get my watches back from your company. I was unaware that the ******* intended for the Bulova was custom-made, brand new and not factory original to that watch. I made my decision to ***** her a "Go Ahead" based on that assumption exclusively. I am, and for many years, have been, a serious watch collector and I have always strived to restore my watches with original, period parts only.
  
  As I previously stated, the current, stated price for the cleaning and ******* for the Waltham pocket watch is acceptable as it now stands, and I officially ***** you the "Go Ahead" to proceed with that job for $80.00. In the case of the Bulova, unless an original, N.O.S. ******* can be found on E-Bay, or some other source, I want all work on this watch to cease at once and no further work be performed, or parts installed. If any work has already been performed on this watch, I want it reversed at once.
  
  I thank you for your time and effort with this matter, *****, and I sincerely hope we may resolve the problems with my order as soon as possible. I look forward to hearing from you soon."

  We received a call from ************** on January 25, 2023 saying that he received the watches and he was upset because, "I sent you a perfectly running ******* and now it does not run."  After speaking with our Head Watchmaker I confirmed that no work was done to the watch that only the ******* was replaced on the watch which is not part of the movement.  ************** threatened lawsuit saying that we broke his watch.  
  

  The Waltham pocket watch that ************** has attached pictures of has what appears to be deliberate damage.  The original work was inspected by the Watchmaker, Head Watchmaker, Customer **********************, ***************** and shipping before being shipped.  The damage seen in the photos are concerning.  This watch was not in this condition when shipped back to ***************   

   

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19327387
  
  I am rejecting this response because:
  On the 6th of February, I received the following E-Mail from *******************************;
  
  Hello **************,
  We are in receipt of your BBB complaint you filed.  Your desired settlement is for a refund of monies paid to us for the authorized repairs on your watch.  The owners of the business have authorized me to offer you a refund on work done in exchange for you to remove the BBB complaint.  Let me know when you have removed the complaint and I will have my accounting department issue payment.
  Best Regards,
  
   *******************************
  Client Relations Manager
  8639 ***********. | ******, ** 98444
  O. ************ -  F.************
  W.: *************** | trungdos.com
  Providing you with High Ethical Standards, Trust, Fair Pricing, Knowledge and Impeccable Service
  I might have accepted ************************ offer, despite the fact that his watchmaker had my watch in his possession for over three months (And possibly subjected it to whatever abuse that has contributed to its current state disrepair.) and that my watch would probably require far more than the $108.24 ******************* now owes me to repair the damage caused by their firm. I am rejecting the offer based on the spurious suggestion by ************************ that I damaged my ow watch in his answer to The B.B.B..
  The ******* pocket watch that ************** has attached pictures of has what appears to be deliberate damage.  The original work was inspected by the Watchmaker, Head Watchmaker, Customer **********************, ***************** and shipping before being shipped.  The damage seen in the photos are concerning.  This watch was not in this condition when shipped back to ***************
  To suggest that I damaged my own watch is ******** and insulting. My watch was in in perfect running order, and kept perfect time for over twenty-five years, before I sent it to JD & *** for minor service. It is obvious that all of the damage to my watch occurred while it was in their custody. As I stated in the same E-Mail thread to ************************;
  1. When I gave the go-ahead in October, I had been in touch with your salespeople on two occasions. The first young lady I spoke with gave me normal and sensible quotes for the two jobs and I sent me watches up to her in good faith based on the numbers she quoted to me.
  
  2. Shortly after my watches arrived at your business, I spoke with another young lady, she told me the watchmaker quote for just the ******* on the Bulova was $140.00 and to have the ******* cleaned, with the ******* replaced was $450.00. When I called her on these outrageous prices, and informed her I could find a fully restored, or original ******* pocket watch in perfect condition for far less than that, she began to argue with, loudly insisting, "No, You Can't"! "No, You Can't"! I finally decided to forgo the cleaning of the ******* and asked that just the *******s be replaced on both watches. I was then going to be charged essentially $100.00 per ******* for each watch. I reluctantly gave the "Go Ahead" to replace the *******s just to get my watches back from your company. I was unaware that the ******* intended for the Bulova was custom-made, brand new and not factory original to that watch. I made my decision to ***** her a "Go Ahead" based on that assumption that the ******* was an original N.O.S.part exclusively. I am, and for many years, have been, a serious watch collector and I have always strived to restore my watches with original, period parts only.
  I mentioned to ************************ on several occasions that I felt I was the victim of a bait and switch scam when I was quoted one price for the repair of my watches before shipment to JD & *** and then quoted a far larger amount for the same services by another employee after his company had my watches in their possession. But for the first quote by the first saleslady,I would never have sent my watches out of state to their business. *******************, of course, dismissed this suggestion, despite the fact there was overwhelming evidence to support this accusation. ************************ did supply a photo of the Waltham watch with the hands still attached, but this photo is timestamped twenty-second (22nd) of October of last year, so there is no telling what type of abuse the watch *** have been subjected to or how the watch *** have been stored improperly for the ensuing three month by their watchmaker while in his possession.
  In the interest of fairness, and to bring this unfortunate matter to a quick resolution, I am willing to consider that the Waltham watch *** have been damaged during shipment from ***********. in ****** to my home in ******, ********** and to allow whatever insurance was taken out o the parcel to contribute to the cost of repairs on the Waltham watch. I will consider ************************* offer for a refund of the $108.24, in exchange for removing my complaint only under the following condition;
  That ************************ retracts his statement accusing me of damaging my own watch.
  That ************************, and the owners of JD & *** Jewelers issue a blanket apology to me for the time, inconvenience and damage to the Waltham watch I sent them in good faith.
  
  If these conditions are met, I *** consider removing my complaint and accepting their refund of $108.24 they owe me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/28/2023

  Dear BBB,

  Unfortunately this case is unresolvable. 

  We have acted professionally and in accordance with professional business practices. 

  We offered an accurate price for work to be done properly and the consumer approved the work. 

  Please review this consumer's complaint as you will find inaccuracies including a deliberately false phone number in the complaint.  This consumer has made many threats throughout the entire process and is unsatisfiable even after we offered him a refund on work completed.  

  Our company prides itself on our professional repeat business and work in our communities.  We continue to choose to do right by the consumer and all the work that we do.  We are genuine and true to our word in all business dealings.  Rest assured that our business is run properly, efficiently and to the best of our abilities.  For many years we have been awarded top of class service awards by our community for our business practices and will continue to serve our communities to the best of our abilities. 

   

  Sincerely,

   

  Trung Do

  Customer Answer

  Date: 03/17/2023

  I am writing in response to the latest accusations made by Trung Do and company. 
  
  First, I entered a contract in good faith with his company to repair my watches. I acted on pricing information given to me by a Trung Do employee and, based on that information alone, I sent my watches to be repaired by his firm. Upon receipt of said watches, another Trung Do employee engaged in a Bait and Switch tactic, quoting a price for my watch repairs that was exorbitantly high for a simple cleaning of one watch and crystal *********** on both. I decided to let the company replace the crystals. The firm kept my watches for over three months. When payment was finally sent for just a crystal *********** for one watch, that watch returned damaged with the minute had broken off at the nub and the second hand loose and floating around in the ******** The so-called Watchmaker employed by Trung Dos had my watches for over ninety days and, during that time, I have no idea how they were stored or if they were dropped or abused. When the now damaged watch was sent to Trung Dos, it was in perfect shape and kept time well. It is now broken ad may need several hundred dollars in repairs to return it to working condition as it was before I sent the watch to Trung Dos.
  
  In a response to Trung Do Manager ******************************* answer to my original BBB complaint. I stated that, in the interest of expediency, and to out this matter behind us, that I would acquis to his request that I rescind my complaint if he issue a blanket apology for the time and trouble he and his firm has caused me, along with the expenses necessary involved in repairing the watch that was damaged, and retract is spurious suggestion that I damaged my own watch once I had received it. When I did not hear from ************************, I contact ****************, Chief Operating Officer at Trung Do and informed him of the ongoing situation to him. I told him I would be will to rescind my complaint of the above conditions were met and ************************ retract and apologize for baseless and malicious accusations against me.
  
  Now I find in the latest statement from the Trung Do firm more lies and spurious accusations leveled at me, and I am at a complete loss. After my efforts to resolve this matter amicably, I find more hostility leveled at me when I am the damaged party Trung Do has acted in an unprofessional manner without morals or scruples and with complete disregard to basis business ethics. Aside from my initial consultation with their representative on the telephone, Trung Do and *** has behaved in a dishonorable and dishonest manner I will no longer try to work with this firm, and I will never withdraw my Better Business Bureau complaint. I will let it stand as a warning to other collectors in the vintage watch community to never send their jewelry to this firm. 
  

  
  

  Business Response

  Date: 04/05/2023

  I, *************, would like to retract ******* words that ************** broke his watch. It may happen in transit. ************** made no damage to the watch.

  Customer Answer

  Date: 04/05/2023

   
  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.
  
  Sincerely,
  
  *******************