Clock Services

[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: Mr K [redacted] hardly spoke in my houseHe did not go into a lengthy explanation as he statedHe never mentioned that parts had to be replacedIt was obvious he was very angry when I said that months was an exceptionally long time for a repair and the fact that there were other clocks before my repair could be completed was absurd He thought I would fall for his dishonesty but unfortunately he then had to put the whole clock back together and it was obvious that did not sit well with him I inquired of the other repairman that if the clock had to be taken out how long would it be before it was returnedHis response was about weeksHe was emphatic when he told me that Colonial made a beautiful clock Tomorrow will be a week and clock is running beautifully MrK [redacted] wanted $to repair and if I changed my mind and he had to come back it would be $ I had it repaired for $ Most people do not understand the intricacies of a clock repairConsequently, Mr K [redacted] can bamboozle anyway he chooses if they opt to believe him I did not Thank you Regards, [redacted]

When Clock Services is contacted to do an in home service on a grandfather clock we start out by asking several questions to establish a history of the clock. In this case we found out that the clock was not chiming. We then explain our service call policy. We will remove the clock movement... from the case and examine it. If we find that routine maintenance is needed we will clean the accumulated dirt and grit from the holes that the gears of the movement revolve in, adjust and align all levers and parts, oil and lubricate, re-install the movement back into the case, level the case and explain the clocks' care and operation. If we find an excessive amount of wear and tear in the movement to the point that we feel the movement should come into the shop, we will point out everything that we are seeing explain what further repairs should be done , give an approximate time for the repair to be completed and adjust the price of the finished repair accordingly. We also state that if the clock needs to come in to the shop and for whatever reason the customer doesn't want the clock movement to leave the house, we will reassemble everything and charge a $50.00 travel fee. Mrs. [redacted] accepted our terms and policy and booked a service call. In this case the clock has a good amount of wear to the point that the chimes are jamming. We have found over the years that a clock that has excessive wobble or wear in the gears holes isn't going to get any better without the proper repair and we find that it is better to pass on a clock than to try to do a temporary repair that we know will not last so we opted not to do any work to this clock because once we receive payment for work done, we are then responsible for the clocks' operation. We explained everything to the customer and were told that the time for repair was too long and that we should reassemble the clock. We did and was paid the travel fee as previously explained. Thank you for your attention to this matter, Alan K [redacted] owner Clock Services

[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: Mr  K[redacted] hardly spoke in my house. He did not go into a lengthy explanation as he stated. He never mentioned that parts had to be replaced. It was obvious he was very angry when I said that 6 months was an exceptionally long time for a repair and the fact that there were 300 other clocks before my repair could be completed was absurd.  He thought I would fall for his dishonesty but unfortunately he then had to put the whole clock back together and it was obvious that did not sit well with him.  I inquired of the other repairman that if the clock had to be taken out how long would it be before it was returned. His response was about 2 weeks. He was emphatic when he told me that Colonial made a beautiful clock.  Tomorrow will be a week and clock is running beautifully.  Mr. K[redacted] wanted $700 to repair and if I changed my mind and he had to come back it would be $800.  I had it repaired for $110.   Most people do not understand the intricacies of a clock repair. Consequently,  Mr.  K[redacted] can bamboozle anyway he chooses if they opt to believe him.  I did not.  Thank you.   
Regards,
[redacted]

When Clock Services is contacted to do an in home service on a grandfather clock we start out by asking several questions to establish a history of the clock. In this case we found out that the clock was not chiming. We then explain our service call policy. We will remove the clock movement...

from the case and examine it. If we find that routine maintenance is needed we will clean the accumulated dirt and grit from the holes that the gears of the movement revolve in, adjust and  align all levers and parts, oil and lubricate, re-install the movement back into the case, level the case and explain the clocks' care and operation. If we find an excessive  amount of wear and tear in the movement to the point that we feel the movement should come into the shop, we will point out everything that we are seeing explain what further repairs should be done , give an approximate time for the repair to be completed and  adjust the price of the finished repair accordingly. We  also state that if the clock needs to come in to the shop and for whatever reason the customer doesn't want the clock movement to leave the house, we will reassemble everything and charge a $50.00 travel fee. Mrs. [redacted] accepted our terms and policy and booked a service call.
 In this case the clock has a good amount of wear to the point that the chimes are jamming. We have found  over the years that a clock that has excessive wobble or wear in the gears holes isn't  going to get any better without the proper repair and we find that it is  better to pass on a clock than to try to do a temporary repair that we know will not last so we opted not to do any work to this clock because once we receive payment for work done, we are then responsible for the clocks' operation.  
We explained everything to the customer and were told that the time for repair was too long and that we should reassemble the clock. We did and was paid the travel fee as previously explained.
Thank you for your attention to this matter,
Alan K[redacted]
owner
Clock Services