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Great work done in the time frame givenWill definitely use them again

Great work done in the time frame given. Will definitely use them again.

I was charged $650 to have a grandfather clock repaired. The clock took 5 months to repair and when returned started running slow almost immediately.I was charged $650 to have a grandfather clock repaired. The clock took 5 months to repair and when returned started running slow almost immediately. When I called to ask about the slow running issue the owner told me to adjust the pendulum. Once I adjusted the pendulum with 1 day the clock had stopped completely. Once restarted the clock only runs for 15 minutes and stops. The owner refuses to come to my house and repair the clock correctly. He also hung up on me when we were talking on the phone.Desired SettlementI would like a refund of the $650 dollars that I was charged. I found the owner to be rude and uncooperative in attempting to resolve the matter. The clock does not work and I would like a refund to have the clock fixed properlyBusiness Response Contact Name and Title: [redacted], OwnerContact Phone: [redacted]Contact Email:[redacted]Thank you to the Revdex.com for having this forum. I deny all the allegations made by this customer. It is unfortunate that this customer does not remember the circumstances correctly. Firstly, this customer was given a 6 month time frame for the rebuilding of her [redacted] Grandfather clock. It was returned approximately 30 days ahead of schedule. I do not understand the statement "when returned started running slow almost immediately". The customer informed me 10 days later that the clock lost about 1 minute in a day. The customer was given instruction on how to adjust the rate (speed) of the clock when it was installed, along with all the operating instructions including balancing the clock when necessary. It was explained that I get the clock close to correct rate, but when moved and put into the case it may change slightly. One minute per day is as close as anyone can expect. The customer states that the clock ran fine until she made an adjustment to the rate, then the clock would only run for 15 minutes. On the phone, the customer stated that the adjustment was made 1 week after delivery, so the clock ran fine until she made the adjustment. The customer states that she called about the running slow issue. That never happened. As I explained earlier, the instruction was given at the time of delivery.Now, to get to the problem of the clock running for only 15 minutes. The customer called and I was at my accountants office, but she insisted that I take care of the situation immediately. I spent 10 minutes on the phone with her, trying to explain that when she adjusted the pendulum, she knocked it off beat or lifted it off the hook. I asked her to look at the hook, and she did, reluctantly, and before I even asked the question, she responded that "Everything looks good here." Unfortunately, I knew that she really didn't want to look as she kept insisting that it was my fault. It was my fault for every reason. She stated that, because I instructed her on how to adjust the clock, it was my fault. I told her that I am quoting from the manufacturer's instruction book. I then asked her to call me in the evening because I was at my accountants office, and if she could have her son-in-law call, I could explain to him how to adjust the beat (level the clock). Later that evening, the customer called and informed me that her son-in-law will not "Talk to that man who overhauled the clock " because he wasn't going to re-overhaul the clock. The customer kept insisting that it was my fault and I needed to come over and fix the clock. The issue on this phone call was no longer the clock, but making sure that I knew it was my fault. I was yelled at, made demands of, and then the customer put her daughter on the phone who reiterated her mother's demands, yelling at me about it being my fault because I gave her the instructions. With the customer yelling at me in the background, and the daughter yelling at me on the phone, I calmly stated that I cannot continue this type of conversation, and if they don't stop the yelling, I will have to hang up. That statement fell on deaf ears, so I said, "This conversation is over" and I hung up the phone. I have been repairing clocks internationally for 40 years, am well respected in the industry because I repair many of the more difficult to repair; reason I am shipped clocks from not only all over the US, but international as well.I had also tried to explain that any time the clock is moved, the leveling must be performed, and this is something that the customer has to be able to do. I used the analogy that if she bought a brand new Mercedes, and couldn't get the GPS to work, Mercedes wouldn't send out a person (at no charge) to work the gps. I used this because the built in gps functions can be a bit complicated in most cars.In the rare instance that a customer of mine has a problem after I return a grandfather clock, or any clock for that matter, I will gladly instruct them over the phone to make any necessary adjustments. If that is unsuccessful, then I would gladly make another trip to the home for a grandfather clock, or if a smaller clock, have the customer bring it to the shop and I will adjust and show them how to.Unfortunately, this customer does not realize that there are some adjustments and care that a grandfather clock requires by their owner. That is why they come with an instruction booklet, and seemingly, when she made an adjustment, caused the clock to get out of level. It is a problem that occurs if one is not gentle enough and is solvable in just a few minutes of instruction. There is no refund due for a hard job well done. If this customer calms down, I will try again to explain what to do on the phone, and if that does not solve the problem, will honor my warranty, but a competent person must be available to follow the instruction. Of course, the customer can request a paid visit by me or any other horologist in the area to come over and make the adjustment. I am saddened by my first ever Revdex.com complaint in 40 years. Because this complaint is from a customer that is stating erroneous facts, I believe it should be closed and never publicly posted.Thank you for your time and consideration.Consumer Response We paid $650 to have our grandfather clock repaired. It took 5 months to get the clock back in the house. The clock started running slow almost immediately upon return. The owner of the company offered to talk us through an adjustment over the phone. Since we are not clock repairmen we didn't want to do the adjustment ourselves, but since he refused to come over we reluctantly agreed to try the adjustment. When the adjustment resulted in the clock completely stopping, we called him back and he refused to come over and fix the clock. The owner told me "this conversation is over" and he hung up on me. I now have a clock that I paid $650 to have repaired and 2 weeks later I have the same non working clock I had the day he removed it from my home. The only resolution for me is to have a full refund to have my clock properly repaired and adjusted. I fine it deplorable that a company that charges $650 would not include the proper adjustments that the clock required. The company's answer to me was I should know how to work my own clock. Well, why would I need a clock repairman if I knew how to adjust the clock in order for it to keep time?Final Business Response Can the customer explain what is meant by "The clock started running slow immediately upon return".