Ferguson Clock Repair

Review: In May of 2014 I dropped off two clocks with Mr. [redacted] to see if they could be repaired. He took my phone number and said he would call in 2 weeks. He called and said that he could not repair one of the clocks, an Anniversary clock, but did not have a chance to look at the other, a 1949 German made mantle clock. I followed up with a call two weeks later and he said that he still hadn't looked at it and to call in two more weeks. I made repeated calls to him and he was either on vacation or he still did not have the time to look at it. I was the caregiver for my father who was in Hospice and did not have the time to make repeated calls. My father passed away in January of 2015 and I had the time to call again. Mr. [redacted] asked for my claim number for the clock. He never gave me one which I told him that. He said he never takes a clock without giving a claim number but he did with mine. I have called him repeatedly and have even gone to his shop twice. He does not recall having my clock. I was allowed to check his storeroom for it but did not find it. He said that he would put together a comparable clock for me and it would take a few weeks. I have called him twice in two weeks and now he is telling me that he will give me a working clock for $125.00. I would like to have my original clock back. Unfortunately I do not have picture of it or remember the maker.Desired Settlement: I would prefer to get my original clock back, working or not. If that is impossible, I would like a comparable clock at no cost to me.

Business

Response:

Ferguson Clock Repair [redacted] September 21, 2015Re: Complaint [redacted]Dear Sir or MadameI have read the entire comlaint submitted and find quite a few discrepancies in Ms. [redacted]' recollection of facts. First of all, although it is immaterial to the case, the anniversary clock which was repaired was actually damaged in her husband's attempt to defiver and set it up for his son. And this is where we have both Mr. and Mrs. [redacted] bringing the anniversary dock back for repairs. 1 explained the cost involved in securing a new suspension spring unit (40.00 my cost) plus labor to reinstall, adjust, and time out the mechanism. It was at my suggestion they leave the clock at my shop for an hour or two while I repaired the damaged suspension unit, and if it was still running when they returned in an hour or so, they could take it home at no charge. I made the adjustments, and yes, it worked. Both my employee at the time Robert V[redacted] and I witnessed the clock running for more than two hours. The [redacted] returned and picked up their anniversary clock after I gave them a lesson in correctly handling the clock, and charged them NOTHING for my services. I explained as the original spring was somewhat compromised by Mr. [redacted]' mishandling of the clock originally, there was no guarantee, and hoped that ail would continue to work well.As for the mantel dock in question—neither Robert nor I remember seeing it. ANY CLOCK WHICH COMES INTO MY SHOP AUTOMATICALLY IS ASSIGNED A REPAIR TAG. And on the repair tag is stated: no merchandise received without a claim ticket. I have repeatedly told Mrs. [redacted] this, and assured her that we do not have this clock in question. I asked for a picture of it, and although they had none, she was able to give me a reasonable description of it. I have left her go through my studio, workshop, and storage facility. In short, 1 do not have this clock in my possession.I told Mrs. [redacted] that I would replace the clock with one similar to hers. I know legally I have no obligation to do this, but to keep the goodwill of my customer 1 was Willing to give her one of my clocks from my collection which was very similar to the "missing" tambour clock. I also told her that as she wanted the clock she supposedly brought into my shop cleaned and repaired and put back to top notch working order, I would do the same to the clock I was giving her (which was made in 1988, and would requirecleaning and complete overhauling to assure excellent operation. I told her the normal charge for this would run around $325. And I have enclosed a detailed written account of how it would be done. As her clock she claimed she brought in was supposedly a Westminster chime clock, and the one I will replace it with is the same, both contain the same number of parts (gears, springs, hammers, etc.) as a grandfather clock, only the parts are smaller. The same amount of time is required to clean and repair the mantel clock as the floor clock.I then said to her, I feel sorry that you think we have lost your clock—we didn't—we never had it in our possession, and I will gladly give you another clock and do the complete overhaul for $125. (I'm not getting rich doing this, but I sleep well at night knowing I am doing all I can AND MORE for her). She then agreed and I told her that her clock would be ready in about 4-6 weeks.Now I am surprised to learn for the first time that she just wants a replacement clock, and I am prepared to do this for her at no charge. She never contacted me to stop repairs and ask for just a replacement.Her replacement clock is ready for her when she is ready to pick it up at our [redacted] location. The shop is opened there Monday, Wednesday, and Thursday 9am - 3pm. And there will be NO CHARGE.OwnerFerguson Clock Repair

Business

Response:

October 07, 2015Memo to: Revdex.com Re: Complaint number [redacted] From: Ferguson Clock RepairDear SirThis letter is to confirm that Mr. and Mrs. [redacted] (complainants) did in fact pick up the replacement clock offered to them in the complaint they filed with the Revdex.com. This in no way assumes my culpability or guilt in this matter...the clock was offered as a way of keeping goodwill and showing a positive approach to matters dealing with the professional profile of my business. We never had the clock in question, never issued a claim check for it, and have a witness in a former employee who was there at the time of the alleged incident.The [redacted] received a clock from our collection: a Linden tambour Westminster chime key-wind clock in oak with a replacement value of $750.00. As previously mentioned, the movement would need some repair: namely a new mainspring on the time train, and cleaning of the movement This was to be performed originally for $125 by myself (the usual cost being near $325-$350). However, as I later learned in a letter from the Revdex.com, the [redacted] simply wished to pick up the clock.This they did today. And your "timely" help in resolving this matter is acknowledged and greatly appreciated.Sincerely,Tom F[redacted]owner