J and J Watch Repair INC.

I broke the clasp on my Movado Luno Sport watch, for the second time. The first time, I sent it to Movado and it took six weeks and $180. The second time, I sent it to J & J Watch Repair. I am in Ohio, but I picked up the phone and talked to Sue at J & J for information and an estimate. It was like she was in my hometown, rather than 600 miles away. They replaced the clasp in 5 weeks (I think Movado is very slow delivering parts) for $80 plus a total of $30 shipping for both ways. I have learned to be very careful with my Movado, but if it needs service again, I will definitely send it to J & J Watch Repair.

Review: I was dissatisfied with services rendered, and when I called to sort the matter out, a female employee, [redacted], was verbally abusive and entirely unhelpful. I was lead to believe that a certain service was being provided, and when I received my merchandise, after I had paid, I realized that the service was not completed as specified. I do not feel that I should pay for this because the services were not explained to me, and the employe I dealt with personally insulted me. I have never filed a complaint before, I have never had a problem like this with a company before.... I have never in my life been treated with such disrespect by a business before.Desired Settlement: I want to be refunded for the amount of $205.00. I think that is fair considering the fact that they did not provide the services I requested, the services were not explained to me until after I paid, and I was verbally abused by an employee.

Business

Response:

To Whom it Concerns:

We received your complaint today and would like to address it, I have attached copies of original invoice dated 1-*-13 to [redacted] showing there are 2 watches that were repaired. I have also included copies of email transmissions from 12-*-12 giving estimate for work to be done, her response on 12-*-12 approving said work and asking for completion date. Next correspondence was on 1-**-13 when She called our offices screaming and cursing that the watches did not look like new and she was disappointed that she paid for nothing. When I explained to her that the watches are now WORKING and polished as best as could since the Longines is over 50 years old and the Sector has been discontinued for over 10 years.. She used the F word several times, until I asked her to stop speaking stupidly and calm down so we can discuss this issue. She demanded that I was not an owner, since my name did not start with a * and she wanted her money back since the watch did not look new again. It was never told to her that the watches could look new again.

As you can see, in email dated 1-**-13 Ms[redacted] is still demanding a complete refund even after I explained she has a 1 year warranty and can send them to us for see what she is speaking of. I have included a poor copy of her original paperwork to us- since she printed in a light blue ink and then wrote some of the information over it. It says:

" hello, the sector watch is not working and is pretty dirty and appears to be rusted. The Longines watch looks like it is working,but Fm not sure how well, it too is pretty dirty. I'm hoping to get an estimate to fix and clean both. However,depending on the cost, I may choose to only have the Sector watch done at this time. They are my fiance's grandfather's watches and Fm hoping to have them fixed by Christmas so he can finally wear them. But I understand it's a busy time of year:) I look forward to hearing from you!

Thank you "

We have been in business over 32 years, and have never had a complaint about our service. I have never had a customer scream at me when trying to explain to her what was being done. If she truly did not understand original email, She could have called and asked what was being repaired before agreeing to estimate. I do not feel that we owe her a refund, since the watches were working and she was not denying this.

I have included all documentation I referred to above and look forward to your response.

Thank you

Business

Response:

I received your follow up letter today and I writing to rebut Ms [redacted]'s claims.

As she stated “If I had known the watches were to be serviced but not polished, I would never have sent them” In this statement she is acknowledging they are now in working order. The Paperwork I originally sent shows she was given estimate for servicing movement, cleaning, 1 year warranty. At no time during several emails did we say they would be polished like new.

We offered her to sent they back and she refused by cursing me on the telephone, when she called screaming about the watches “ not being polished enough” I asked her what she expected and she said for them to look like brand new. I informed her that the Longines was over 50 years old, the Sector was over 15 years old and both were very worn and dirty and NOT functioning from the beginning. We ultrasonically clean the cases and polish as best as possible as a courtesy. Ms [redacted] has stopped payment on her credit card already and I have sent all information to them as well as to you.

This shows that Ms [redacted] expected FREE services from the beginning and is not a very reliable person. At no time during us having the watches did she call or email to ask about polishing.

I look forward to your response.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They're in the wrong, but I do not wish to go back and forth anymore. I have more important things to do with my time than continue to argue over $225.00. I've paid them the money they were so desperate for and I do not wish to be associated with that "business" any further.

Best,

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Sincerely,