Dear BBB Representative, We, at the Bloomington Clock Clinic, apologize for the inconvenience that the customer has recently experienced. We take great pride in our work... and strive for the very best customer service possible. Regarding complaint [redacted] : I was contacted via telephone on April 19th, about a grandfather clock that we competently repaired in our shop back in the Fall of 2015. The clock was fully serviced and properly functioned in a test stand (customer's movement, weights and pendulum) before it was returned home. It is customary for a busy clock repair shop to have a clock in the repair process for several weeks to several months. We disclosed to the customer prior to picking it up that repair work usually takes anywhere from 6-12 weeks, but sometimes can take longer due to complications in the repair or simply having a backlog of work to complete. Furthermore, we informed the customer that payment was due at the time of delivery, but the customer refused to pay until they were satisfied the clock would function properly. We waited several days for a check through the mail after the clock was delivered. The date on the customer's check reflects their imposed delay in the payment process. Apparently, our repair shop was contacted earlier in April, sometime after the daylight savings time change when many clocks tend to breakdown due to operator error. I didn't personally field any previous call(s) or even talk with the customer until April 19th the day we were in Columbus, IN. Additionally, we urge our customers to contact us right away if a malfunction happens to occur (via email, phone, cell phone). We get busy, but I personally can be reached in one of those 3 methods of communication, sometimes attempting all 3 of those methods are advisable. Additionally, when a customer neglects to contact us right away we have no idea what caused the clock to malfunction. Such as, if someone at their home operated the clock improperly, or any other unforeseen circumstance. Moreover, on April 19th , we explained that our schedule was booked the entire time that we were visiting Columbus, IN. Our shop is located approximately 50 miles by car and we only visit once per month so we get very busy. We tried to explain to the customer that appointments couldn't be made on such short notice, but were willing to make room in our schedule because their interests are important to us. Although the warranty of 30 days was exceeded, we offered to visit the customer's home at our base rate, (a local rate of $50.00 for each occurrence), to evaluate what was wrong with the clock and commence any minor adjustments, if necessary, at the customer's location. Regretfully, the customer denied this and wanted our expert services for free. Lastly, our policy is that any additional repair work that can't be corrected on site can optionally, or at our discretion, be conducted at our shop on a prorated scale after the 30 day warranty period expires for up to 1 year from the last date of full rate service. The Bloomington Clock Clinic is committed to professional clock repair and strives for the very best in customer service. We look forward to happily serving the public and always have their best interests in mind. Sincerely, Travis [redacted] Bloomington Clock Clinic
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]
I am replying in regards to a complaint lodged against our business concerning the complaint sent by our customer, [redacted]. I am the owner of the business and my grandparents own the property. Firstly, I would personally like...
to extend a sincere apology to the customer in which this transaction has taken place. We strive to make our customers satisfied, so we have taken this matter seriously. The clock was dropped off at our shop last fall and the customer picked up the clock December 21st. We are a repair shop only (not retail) and provide no walk in service off the street. Appointments only. Additionally, we request for our customers to contact us via our phone at 812-876-1899 to schedule an appointment. We have an answering machine and return messages left by customers. There were never any calls made or messages left by this customer or those messages would have been promptly returned.
Mr. [redacted], signed [redacted], dropped the clock off at our repair shop. It was the “school house” variety, approximately 20-30 years old and manufactured in Korea. This is a used clock and we did not sell the customer this clock. It is marked “D & A” on the dial or face of the clock. The paperwork sent from Revdex.com, via the customer, stated we sold the customer the clock on 9/4/2015 and that the trademark was “D & P” which is false. The clock was ultrasonically cleaned, oiled and adjusted. The clock was running well when it was picked up at our shop.
Apparently the customer has claimed that the clock worked but then stopped after a “week and a half” of use. In most cases, these errors are due to improper use of the clock by the customer and we advise our customers upon picking up their clocks how to properly operate them. We advise our customers to call us immediately if they experience an issue and to not delay in this process. Many times we can advise over the phone how to correct their problems when setting the clock up once they get back home. Additionally, if a customer notices something is wrong and we are contacted within 7 days of them picking the clock up we will advise for them to bring the clock back to our shop for an adjustment, at no expense. The customer in question in this particular situation waited over 2 months after the clock was received to contact us by “dropping by unannounced” (no appointment was made and they arrived at a time in which I was not present). This denotes to us that the likelihood is high that the problem does not stem from our repair work, but from improper use.
A receipt, #[redacted], was presented to Mr. [redacted] at the point of service. The terms stated that the “clock was working properly” and that “No Warranty” was offered. The customer acknowledged those terms and signed the bottom portion of the receipt. This receipt that Mr. [redacted] signed has been provided as an attachment. Additionally, on 12/17/15 a 5 minute video was conducted of the clock properly operating in our shop just prior to Mr. [redacted] picking it up. This video has also been provided as an attachment.
Furthermore, it is in my utmost and sincerest apologies for any and all words or actions in which I have conducted that precipitated the customer to lodge a complaint against our shop. We, in fact, do operate a reputable business. It is a simple repair shop that is operated out of our home and we have a long list of satisfied customers that we have gained over the years. We will use this situation as valuable experience to further our customer relations skills in the future.
Sincerely,
Travis [redacted]
Bloomington Clock Clinic
We, at the Bloomington Clock Clinic, apologize for the inconvenience that the customer has recently experienced. We take great pride in our work...
and strive for the very best customer service possible. Regarding complaint [redacted]: I was contacted via telephone on April 19th, about a grandfather clock that we competently repaired in our shop back in the Fall of 2015. The clock was fully serviced and properly functioned in a test stand (customer's movement, weights and pendulum) before it was returned home. It is customary for a busy clock repair shop to have a clock in the repair process for several weeks to several months. We disclosed to the customer prior to picking it up that repair work usually takes anywhere from 6-12 weeks, but sometimes can take longer due to complications in the repair or simply having a backlog of work to complete. Furthermore, we informed the customer that payment was due at the time of delivery, but the customer refused to pay until they were satisfied the clock would function properly. We waited several days for a check through the mail after the clock was delivered. The date on the customer's check reflects their imposed delay in the payment process.
Apparently, our repair shop was contacted earlier in April, sometime after the daylight savings time change when many clocks tend to breakdown due to operator error. I didn't personally field any previous call(s) or even talk with the customer until April 19th the day we were in Columbus, IN. Additionally, we urge our customers to contact us right away if a malfunction happens to occur (via email, phone, cell phone). We get busy, but I personally can be reached in one of those 3 methods of communication, sometimes attempting all 3 of those methods are advisable. Additionally, when a customer neglects to contact us right away we have no idea what caused the clock to malfunction. Such as, if someone at their home operated the clock improperly, or any other unforeseen circumstance.
Moreover, on April 19th , we explained that our schedule was booked the entire time that we were visiting Columbus, IN. Our shop is located approximately 50 miles by car and we only visit once per month so we get very busy. We tried to explain to the customer that appointments couldn't be made on such short notice, but were willing to make room in our schedule because their interests are important to us. Although the warranty of 30 days was exceeded, we offered to visit the customer's home at our base rate, (a local rate of $50.00 for each occurrence), to evaluate what was wrong with the clock and commence any minor adjustments, if necessary, at the customer's location. Regretfully, the customer denied this and wanted our expert services for free. Lastly, our policy is that any additional repair work that can't be corrected on site can optionally, or at our discretion, be conducted at our shop on a prorated scale after the 30 day warranty period expires for up to 1 year from the last date of full rate service.
The Bloomington Clock Clinic is committed to professional clock repair and strives for the very best in customer service. We look forward to happily serving the public and always have their best interests in mind.
Dear BBB Representative, We, at the Bloomington Clock Clinic, apologize for the inconvenience that the customer has recently experienced. We take great pride in our work... and strive for the very best customer service possible. Regarding complaint [redacted] : I was contacted via telephone on April 19th, about a grandfather clock that we competently repaired in our shop back in the Fall of 2015. The clock was fully serviced and properly functioned in a test stand (customer's movement, weights and pendulum) before it was returned home. It is customary for a busy clock repair shop to have a clock in the repair process for several weeks to several months. We disclosed to the customer prior to picking it up that repair work usually takes anywhere from 6-12 weeks, but sometimes can take longer due to complications in the repair or simply having a backlog of work to complete. Furthermore, we informed the customer that payment was due at the time of delivery, but the customer refused to pay until they were satisfied the clock would function properly. We waited several days for a check through the mail after the clock was delivered. The date on the customer's check reflects their imposed delay in the payment process. Apparently, our repair shop was contacted earlier in April, sometime after the daylight savings time change when many clocks tend to breakdown due to operator error. I didn't personally field any previous call(s) or even talk with the customer until April 19th the day we were in Columbus, IN. Additionally, we urge our customers to contact us right away if a malfunction happens to occur (via email, phone, cell phone). We get busy, but I personally can be reached in one of those 3 methods of communication, sometimes attempting all 3 of those methods are advisable. Additionally, when a customer neglects to contact us right away we have no idea what caused the clock to malfunction. Such as, if someone at their home operated the clock improperly, or any other unforeseen circumstance. Moreover, on April 19th , we explained that our schedule was booked the entire time that we were visiting Columbus, IN. Our shop is located approximately 50 miles by car and we only visit once per month so we get very busy. We tried to explain to the customer that appointments couldn't be made on such short notice, but were willing to make room in our schedule because their interests are important to us. Although the warranty of 30 days was exceeded, we offered to visit the customer's home at our base rate, (a local rate of $50.00 for each occurrence), to evaluate what was wrong with the clock and commence any minor adjustments, if necessary, at the customer's location. Regretfully, the customer denied this and wanted our expert services for free. Lastly, our policy is that any additional repair work that can't be corrected on site can optionally, or at our discretion, be conducted at our shop on a prorated scale after the 30 day warranty period expires for up to 1 year from the last date of full rate service. The Bloomington Clock Clinic is committed to professional clock repair and strives for the very best in customer service. We look forward to happily serving the public and always have their best interests in mind. Sincerely, Travis [redacted] Bloomington Clock Clinic
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]
I am replying in regards to a complaint lodged against our business concerning the complaint sent by our customer, [redacted]. I am the owner of the business and my grandparents own the property. Firstly, I would personally like...
to extend a sincere apology to the customer in which this transaction has taken place. We strive to make our customers satisfied, so we have taken this matter seriously. The clock was dropped off at our shop last fall and the customer picked up the clock December 21st. We are a repair shop only (not retail) and provide no walk in service off the street. Appointments only. Additionally, we request for our customers to contact us via our phone at 812-876-1899 to schedule an appointment. We have an answering machine and return messages left by customers. There were never any calls made or messages left by this customer or those messages would have been promptly returned.
Mr. [redacted], signed [redacted], dropped the clock off at our repair shop. It was the “school house” variety, approximately 20-30 years old and manufactured in Korea. This is a used clock and we did not sell the customer this clock. It is marked “D & A” on the dial or face of the clock. The paperwork sent from Revdex.com, via the customer, stated we sold the customer the clock on 9/4/2015 and that the trademark was “D & P” which is false. The clock was ultrasonically cleaned, oiled and adjusted. The clock was running well when it was picked up at our shop.
Apparently the customer has claimed that the clock worked but then stopped after a “week and a half” of use. In most cases, these errors are due to improper use of the clock by the customer and we advise our customers upon picking up their clocks how to properly operate them. We advise our customers to call us immediately if they experience an issue and to not delay in this process. Many times we can advise over the phone how to correct their problems when setting the clock up once they get back home. Additionally, if a customer notices something is wrong and we are contacted within 7 days of them picking the clock up we will advise for them to bring the clock back to our shop for an adjustment, at no expense. The customer in question in this particular situation waited over 2 months after the clock was received to contact us by “dropping by unannounced” (no appointment was made and they arrived at a time in which I was not present). This denotes to us that the likelihood is high that the problem does not stem from our repair work, but from improper use.
A receipt, #[redacted], was presented to Mr. [redacted] at the point of service. The terms stated that the “clock was working properly” and that “No Warranty” was offered. The customer acknowledged those terms and signed the bottom portion of the receipt. This receipt that Mr. [redacted] signed has been provided as an attachment. Additionally, on 12/17/15 a 5 minute video was conducted of the clock properly operating in our shop just prior to Mr. [redacted] picking it up. This video has also been provided as an attachment.
Furthermore, it is in my utmost and sincerest apologies for any and all words or actions in which I have conducted that precipitated the customer to lodge a complaint against our shop. We, in fact, do operate a reputable business. It is a simple repair shop that is operated out of our home and we have a long list of satisfied customers that we have gained over the years. We will use this situation as valuable experience to further our customer relations skills in the future.
Sincerely,
Travis [redacted]
Bloomington Clock Clinic
Dear Revdex.com Representative,
We, at the Bloomington Clock Clinic, apologize for the inconvenience that the customer has recently experienced. We take great pride in our work...
and strive for the very best customer service possible. Regarding complaint [redacted]: I was contacted via telephone on April 19th, about a grandfather clock that we competently repaired in our shop back in the Fall of 2015. The clock was fully serviced and properly functioned in a test stand (customer's movement, weights and pendulum) before it was returned home. It is customary for a busy clock repair shop to have a clock in the repair process for several weeks to several months. We disclosed to the customer prior to picking it up that repair work usually takes anywhere from 6-12 weeks, but sometimes can take longer due to complications in the repair or simply having a backlog of work to complete. Furthermore, we informed the customer that payment was due at the time of delivery, but the customer refused to pay until they were satisfied the clock would function properly. We waited several days for a check through the mail after the clock was delivered. The date on the customer's check reflects their imposed delay in the payment process.
Apparently, our repair shop was contacted earlier in April, sometime after the daylight savings time change when many clocks tend to breakdown due to operator error. I didn't personally field any previous call(s) or even talk with the customer until April 19th the day we were in Columbus, IN. Additionally, we urge our customers to contact us right away if a malfunction happens to occur (via email, phone, cell phone). We get busy, but I personally can be reached in one of those 3 methods of communication, sometimes attempting all 3 of those methods are advisable. Additionally, when a customer neglects to contact us right away we have no idea what caused the clock to malfunction. Such as, if someone at their home operated the clock improperly, or any other unforeseen circumstance.
Moreover, on April 19th , we explained that our schedule was booked the entire time that we were visiting Columbus, IN. Our shop is located approximately 50 miles by car and we only visit once per month so we get very busy. We tried to explain to the customer that appointments couldn't be made on such short notice, but were willing to make room in our schedule because their interests are important to us. Although the warranty of 30 days was exceeded, we offered to visit the customer's home at our base rate, (a local rate of $50.00 for each occurrence), to evaluate what was wrong with the clock and commence any minor adjustments, if necessary, at the customer's location. Regretfully, the customer denied this and wanted our expert services for free. Lastly, our policy is that any additional repair work that can't be corrected on site can optionally, or at our discretion, be conducted at our shop on a prorated scale after the 30 day warranty period expires for up to 1 year from the last date of full rate service.
The Bloomington Clock Clinic is committed to professional clock repair and strives for the very best in customer service. We look forward to happily serving the public and always have their best interests in mind.
Sincerely,
Travis [redacted]
Bloomington Clock Clinic