Clock Shop, The

Review: After an initial phone call with "[redacted]" at The Clock Shop (TCS) requesting their professional advice on the reassembly and repair of a mechanical wall clock manufactured in Europe; I arrived on May 16, 2014 for the assessment with [redacted]). His assessment convinced me he was capable of repairing the clock which I agreed to. I was charged $200 for a deposit and was informed that it is not their (TCS) "usual" protocol but was required to avoid abandonment. I assured [redacted] this item had extreme sentimental value to me and my family which [redacted] confirmed was his impression of me. I requested if it would be ok to check periodically on the progress of the repair as [redacted] agreed. We agreed to a price of $545 in total after the repair. I picked up the item and was charged the remaining balance of $345 on June 27, 2014. I was not given any itemization of the repair other than a receipt of the charge. I spoke to [redacted] on two (2) separate occasions since that date indicating the clock had stopped "ticking". We discussed a few troubleshooting scenarios over the phone and I was instructed to call back if the symptoms returned. I left a last message on the weekend of July 4, 2014 indicating the symptoms are reoccurring and asked for advice and have received no return call. My disappointment and anger of this poor customer service is only part of the main issue of The Clock Shop's unwillingness to provide better options to fix a clock they had in their possession for over a month. I feel this is the best civil way to resolve my frustration as my anger will not allow me to be pleasant should I confront [redacted] again which is something I no longer wish to do. I demonstrated good faith as a consumer and paid for a service that is not complete and this circumstance is too often the norm for business and it's an unfair practice.Desired Settlement: A refund settlement is appropriate due to the longevity of this business advertised "Since 1953" and that the clock was in the shop's possession from May 16, 2014 to June 27, 2014. I'll accept a negotiated settlement for the assembly of the clock if it is fair. The assembly of this clock is a typical procedure for this business and the charges are unreasonable when I consider the hassle of traveling from Stockton to the shop for repair that initially is for a 2017 maintenance appt.

Business

Response:

Dear [redacted],

Last Saturday, July 12 I received your complaint via the Revdex.com. I immediately gave you a phone call to see if I could resolve your complaint. You will recall that we made little progress toward resolving the issue. I asked you to return the clock to my shop so I could address your concerns. I apologized for not returning your phone call from over the 4th of July weekend. I informed you that the only way I could find out what the problem was with your clock was for you to bring the clock back in to the shop. At that time, you demanded a refund from our shop. I declined your request and again asked you to return your clock to the shop for necessary adjustments. At the conclusion of our conversation, you agreed to bring the clock back to the shop. You made it clear to me that you were very unsatisfied, that you were very angry that I did not return your phone call and that the trip you had to make from Stockton was a burden. I tried to sympathize with your situation which was unfortunately misconstrued as condescension. That was not my intent.

Last Tuesday, the 15th I left a message on your answering machine asking you to give us a call before you brought in your clock as you were coming from a distance. I explained that I am often out on grandfather clock house calls and would appreciate a heads up before you came so I could be there personally to address your concerns. I have not heard from you since that call. I am more than willing to address your clock, to get it running the way it should. I can only do so if given the opportunity.

My best,

Michael Laudi

Consumer

Response:

I am rejecting this response because: [redacted] confirms he refuses to render a refund for a service he had ample time to resolve and the indignant, patronizing and argumentative manner of our conversation for a resolution satisfactory to me. This also confirms my written anticipation and apprehensiveness prior to this response to reason with the business owner to resolve and conclude our business with a refund to a service that was not rendered. These particular issues cannot be denied or misinterpreted such as the trivial banter the business owner is relying on to substantiate a unreasonable refund resolution. He admits to the circumstance but falls short of admitting bad business practice. No typical or average consumer would consider returning to a business that has already demonstrated poor customer service, average workmanship, little integrity (based on the statement "I'm requiring a $200 deposit because you seem like a guy that won't run off and leave the clock here despite that this is not my usual requirement.") - M. Laudi.