Albert Govberg & Sons

I was looking for Omega watch repair IN Baltimore, Md Govberg advertises on its website that they have a location in Baltimore! However, you must SEND your watch out to PA! Spare me the deception I called their costumer service department only to confirm my findings Sick

If you would like to send the watch back to us, we would be more than happy to repair the watch for you at a discounted priceUnfortunately, we cannot warranty water resistance and we cannot speak for what happened to the watch in the months after it was serviced at our facilityIf you would like to have the watch repaired at a discounted price, please let us know

*** I am sorry to hear that you feel we are not standing behind our workWe did a full service on you watch that was completed and shipped back to you on 12/26/In June the watch was sent back to us (This is months later, not as stated in the complaint) and said the watch was not runningWhen the watch was opened, there was clearly water damageOur warranty covers all mechanical flaws but clearly states we do not cover water damagePlease see the warranty page on our website for further detailI cannot speak to what happened to the watch in the months it was in the customers possession or how the watch was used, but it seems like the watch was working well when it left here and continued to work well for the next monthsAs a courtesy, we offered discounted pricing off the cost of the repair since the customer had just done a service with us months agoWe feel doing the repair at a discounted price is more than fair since technically we are not liable for any water damage to the watchIf the customer wishes to send the watch back, we will be more than happy to do the repair at the same discounted price offered in June.Thank you,Govberg Watch Repair

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This is a classic case of he said, she said I'm sorry to waist anyones time as this matter will never be rectified All I can say is my watch is in worse shape after GOVBERG than beforeThe watch was never worn after the repair and was kept in GOVBERG's case I just want others to bewareI for one will never do buisness with GOVBERG again Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Hello, This complaint has already been resolvedOn 10/6/2015, the date this was filed, Govberg Watch Repair was in contact with [redacted] and we settled to pay [redacted] in the amount of $On 10/13/2015, [redacted] received the check via ***, tracking number [redacted] Best Regards, Israel C [redacted] Govberg Watch Repair [redacted] Philadelphia, PA [redacted] M: ###-###-#### [redacted] @govbergwatches.com

When I had my watch serviced at GWR, I paid $which included the extended warrantyI normally do not make purchasing extended warranties a common practice, but in this instance, I did so Approximately year after the watch was returned to me, it began to run abnormally I sent it in to them in October It was returned it to me saying there was absolutely nothing wrong with the watch and I was not winding it properlyTo add insult, I was sent instructions on how to wind a watch The watch was returned and it sat in the box until early January Before the end of January 2015, the watch stopped running completelyBecause I live overseas, I waited until I returned to the US in mid February to again, send the watch back to GWRI received an email saying my estimate was ready and learned they wanted $for the repair and per the manufacturer (Z***) the repair would NOT be covered under the warranty I purchased the extended warranty from GWR, not Z***, and GWR is not honoring this I'm very upsetTo add salt to the wound, GWR will not communicate with me I have responded to the estimate reply system on their website (twice), I have sent emails, I have left messages via the "live chat" system on their website (twice) and I have left voice messages on their phone systemIt's been about weeks and still no reply

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** I am sorry to hear that you feel we are not standing behind our workWe did a full service on you watch that was completed and shipped back to you on 12/26/In June the watch was sent back to us (This is months later, not as stated in the complaint) and said the
watch was not runningWhen the watch was opened, there was clearly water damageOur warranty covers all mechanical flaws but clearly states we do not cover water damagePlease see the warranty page on our website for further detailI cannot speak to what happened to the watch in the months it was in the customers possession or how the watch was used, but it seems like the watch was working well when it left here and continued to work well for the next monthsAs a courtesy, we offered discounted pricing off the cost of the repair since the customer had just done a service with us months agoWe feel doing the repair at a discounted price is more than fair since technically we are not liable for any water damage to the watchIf the customer wishes to send the watch back, we will be more than happy to do the repair at the same discounted price offered in June.Thank you,Govberg Watch Repair

At this time I cannot say with certainty that the watch was or was not running when we received itAt this point we would be willing to reimburse Mr*** the $that he spent on shipping from us to him the second time he sent his watch in.”Best regards,Israel

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The website CLEARLY says "FREE ESTIMATE" and "FREE RETURN SHIPPING"
USPS costs no more to mail to Alaska than to mail it next door I had to pay for shipping and insurance, and I sent it IN GOOD FAITH because they agreed to a free estimate and free return shipping The watch is NOT a fake because two watch repair shops said they could not repair it because it WAS a *** watch and they could not repair it because they could not get *** Parts I initially trusted Govsberg because they have Revdex.com's logo on their website, but now I know they are not reputable How can they prove the watch is a fake when two other reputable and trustworthy watch repair shops said it was a ***?
I have already paid for shipping and insurance to send it, and now they want me to pay $for the "free estimate" and "free shipping".
I want them to repair the watch If they cannot, let them take it somewhere where it can be repaired, or at least send it to me with their "FREE SHIPPING" Flat Rate which costs the same to send anywhere in the US
Regards,
*** ***

Very poor customer service

***,
We are extremely sorry for the delay in getting your timepiece repaired and back to youWe had to order the new pin from *** ***'s factory and we were waiting for it to be deliveredWe have now received the part and repaired your bracelet for youThe watch will be shipping out
today
We apologize again and thank you for your patience
Govberg Watch Repair

From: Israel C[redacted] Date: Wed, Jul 8, at 3:PMSubject: #[redacted]To: "[redacted]" Cc: Beth B[redacted]
"">To Whom It May Concern:
The following is a timeline of our, [redacted] Watch Repair's (GWR), interactions with [redacted] in reference to his Longines watch repair reference number [redacted]
· 1/14/– Mr[redacted] visited the GWR website and signed up to inquire about the repair of his Longines watchMr[redacted] also emailed our service desk making us aware that he will be sending in his watch(See attached #[redacted])
· 1/15/– Brett M[redacted], former GWR Manager, responded to Mr[redacted]'s email letting him know that after receiving the watch we will post an estimate in a couple days(See attached #[redacted])
· 1/21/– Mr[redacted] notified us that his watch has been shipped via USPS(See attached #[redacted])
· 1/26/– Mr[redacted]'s watch, reference [redacted], was received and processed into our system· 1/23/– Mr[redacted] emailed our service desk seeking confirmation that the watch was received(See attached #[redacted])
· 1/26/– Nia M[redacted] responded to his email letting him know it will take hours for his watch to be logged into the system(See attached #[redacted])
· 1/29/– GWR posted the estimate to Mr[redacted]'s account and it was approved (Invoice attached)There was an additional shipping fee as Mr[redacted] is located outside of the continental U.So All that was repaired on Mr[redacted]'s watch was the crystalThe movement of his watch was not altered· 2/5/– Mr[redacted] responded to an automated email that was sent to him because Mr[redacted] created multiple watch repairs when he first requested the repairThis duplicate account was deleted. (See attached #44366)
· 2/12/– Work was completed on Mr[redacted]'s watch and was shipped USPS tracking number 94[redacted]· 2/17/– Mr[redacted]'s watch was receivedMr[redacted] emailed our service desk inquiring about the box he sent the watch to us in originally (See attached #[redacted])GWR does not assume responsibility for returning watches with the package it was originally sent to us in(Please see Packaging PDF attached that was pulled from our website)
· 2/18/– Nia M[redacted] responded to Mr[redacted]'s email apologizing for not returning the original box although this is not our responsibility and communicated to him that the watch box would be sent the following day(See attached #[redacted])
· 2/18/– Mr[redacted] responded to Nia M[redacted]' email stating that his watch was not running(See attached #[redacted]) Mr[redacted] called GWR and spoke with Nia M[redacted]He stated he was sending the watch back to us· 2/21/– Mr[redacted] emailed the service desk inquiring about his repair(See attached #[redacted])
· 2/23/– Brett M[redacted] responded to Mr[redacted]'s email asking how he could help Mr[redacted]The two exchanged several messages ending with Brett M[redacted] asking Mr[redacted] to send his watch to us for inspection and an estimate at courtesy pricing however we are not responsible for the time keeping of the watch because the only service we provided was a new crystal(See attached #[redacted])
· 3/24/– Mr [redacted]'s watch was received at GWR· 4/3/– A new estimate/invoice was created for Mr[redacted](See attached invoice)
· 4/3/– Estimate was declined by Mr[redacted]· 4/3/– A new invoice was created to cover the shipping back to customer (See attached Invoice)
· 4/7/– Mr[redacted] approved and paid the open invoice in the amount of $to cover shipping outside of the continental U.S· 4/7/– Mr[redacted]'s watch was shipped back to him
In reference to Mr[redacted]'s claims, we feel that the way in which we handled his repair was more than reasonable. We provided the service that Mr[redacted] requested for the original repairEven though we do not assume the responsibility to return boxes, in the case of Mr[redacted] we covered the shipping of his box because we felt as though it was the right thing to doPrior to Mr[redacted] returning his watch to us, he was made aware that there would be a fee for the servicing of his watchHe then decided to return it to us, then proceeded to decline the repair Mr[redacted] was then responsible for the shipping fee due to the fact he lived outside of the continental U.S
Mr[redacted]'s claims have no reference to the actual service we provided to himI understand Mr[redacted] has invested a significant amount of money in the shipping of his watch however throughout the process Mr[redacted] was aware of the shipping feeMoreover, Mr[redacted] was aware that there would be fee for the service when he sent the watch in a second time
It is unreasonable for us to cover the shipping to and from HawaiiThe only monies paid to us for the original repair was in the amount of $All other monies collected were for shipping alone
Best Regards,
Israel C[redacted] Watch Repair
[redacted]
Philadelphia, PA

As we stated in our previous responses. We missed the response from the customer agreeing to have the watch sent back to the customer unrepaired for free. Once we saw the response, we sent the watch back right away at our expense (even though it clearly states on our website the customer is responsible for shipping charges on fake watches and to Alaska, which are two categories this customer falls under). We apologize for the delay which was completely our fault but we feel we have been more than reasonable in this situation.

[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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
Hello,
As I have indicated in the complaint, the business already had the opportunity to correct the initial poor repairs and failed to do so. At this time, I don't have the confidence the Govberg Watch is qualified to perform a quality repair of my watch. I feel it would be fair to request that the business would issue me a refund.Regards,[redacted]

We are sorry hear your watch is not running properly and apologize for the inconvenience of having to send the watch back and forth. All of our repairs come with a full 1 year guaranteed warranty. We would be more than happy to send the customer a pre-paid [redacted] label so that we can resolve this...

issue right away. We will move this repair to the front of the line and get it back to the customer as soon as possible. Please let us know if the customer would like a pre-paid label emailed to them and to what email address we should send the label.Thank you,Govberg Watch Repair

I was looking for Omega watch repair IN Baltimore, Md. Govberg advertises on its website that they have a location in Baltimore! However, you must SEND your watch out to PA! Spare me the deception. I called their costumer service department only to confirm my findings. Sick.

Unfortunately, our relationships with the brands that we service as well as our dedication to the craft of watchmaking precludes us from working on imitation watches.  Our watchmakers examined the watch and determined that it was not a genuine [redacted] movement and therefore, not eligible...

for our free shipping offer.  Our terms and conditions, located here: http://www.govbergwatchrepair.com/terms-conditions/ are clear:"Govberg Watch Repair will not perform service on any replica or fake timepiece. We value the craftsmanship and integrity inherent in the watchmaking industry, and therefore have decided to only perform service and repairs on authentic timepieces. Non-authentic watches may be confiscated and/or there will be a charge to return non-authentic watches."
Additionally, our free shipping offer only applies to the Continental US. There are additional shipping costs to ship watches back to Alaska from [redacted].  Our site lists this important limitation of the free shipping offer in many places, and also explicitly in our terms and conditions:
"Govberg Watch Repair offers complimentary insured return shipping (from our facility to  shipping address in the continental US) for all completed repair jobs and declined repair estimates for watch brands that we service.  Return shipments outside the lower 48 states must be paid for by the customer."
Given the time that we have to take to open and examine a watch that turned out to be fake, plus the incremental cost required to ship and insure the watch to get it back to Alaska, we believe that $25 is a reasonable charge and will ship the watch back as soon as the shipping invoice is paid. 
Thank you for your assistance in this matter.

Hello,
This complaint has already been resolved. On 10/6/2015, the date this was filed, Govberg Watch Repair was in contact with [redacted] and we settled to pay [redacted] in the amount of $500.00. On 10/13/2015, [redacted] received the check via [redacted], tracking number...

[redacted]. 
Best Regards,
Israel C[redacted]
Govberg Watch Repair
[redacted]
Philadelphia, PA [redacted]
M: ###-###-####
[redacted]@govbergwatches.com