Complaints

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• Initial Complaint

  Date:10/31/2023

  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.

  I had them pick up my grandfather clock from the residence of my ex wife and I was told that they would let me know what they needed to do before they did anything. They called me and told me the bill was $750 without me ever having okayed any work being done to the clock. I called today because shes been trying to get a hold of me And keeps calling my ex-wife. She said the bill would have been $1500 but they took it down to $750 because I was a prior client. I dont have the money to pay for this and I told her prior that I didnt have the money to pay because I dont have $750 laying around especially when I never gave an OK. I never signed anything stating that I wanted any work done to the clock. This is a huge scam.

  

  Business Response

  Date: 11/03/2023

  On 4/26/23 we received a call from the customer's e-wife asking us to pick up the grandfather clock which she said was not working and that it should be serviced and delivered to her ex-husband at a different address from hers. When we receive a call from a customer, we always complete a form with all the relevant information regarding the clock and the service required- type of clock, type of chimes etc and service required. Our policy in our store is to confirm with the customer the service to be done for the ********************. This grandfather clock was picked up from his e-wife's home on May 4. This clock was thoroughly w=examined and found that iy needed extensive work,

  We did a complete overhaul on the clock movement. It was then timed and calibrated and was ready for delivery. The customer was contacted by phone and told about the cost $750 + tax (we had given him a special price because he was an established customer. Under normal circumstances this kind of work would have normally been charged $1500. This was all conveyed to him in that phone call and he informed me that he did not have enough money to take the delivery then and I indicated that he could call e when he felt he could afford it. This happened several months ago - My clock technician who did the work can substantiate this phone call.

  After several months I felt it was time to resolve this issue. I tried calling him but failed to get any response. So I called his ex-wife and asked if she could contact him and have him call me. He finally called me and insisted that he was unaware of the service that the clock needed. Just for your information we would never have picked up the clock and perform the service it needed without the customer's authorization- that has always been our policy for all clocks that we service - and we have been doing this for the past *********************************************************************** that he did not have the money to pay for this service and then hung up on me before I could continue the conversation

  HAVING SAID ALL THAT IT IS OUR BUSINESS POLICY "THAT THE CUSTOMER IS ALWAYS RIGHT!"

  WE WILL DELIVER THE CLOCK TO HIM AT THE ***** THAT HE DETERMINES IS A FAIR ***** FOR THE WORK THAT WE DID. HE SHOULD CALL US TO MAKE ARRANGEMENTS FOR DELIVERY AND PAYMENT AT HIS CONVENIENCE