MidCoast Clock and Music Box Company

To Whom it May Concern Thank you for contacting us regarding our customer Ms *** Ms [redacted] had us rebuild her spring wound 8-Day grandmother clock I spoke with her on June 30, regarding the issue(s) she is having She advised that the clock ran a week after we returned it but that she has been unable to keep it running more than 2-days since She also advised that she is only winding the clock 2-winds because she is afraid to break something Consequently, the clock does not have sufficient power to run properly and runs only a fews hours or days and does not keep time I advised her that the clock is designed to run for days only when wound sufficiently ( - turns each on separate springs) While I was on the phone, she wound each position times I advised her that winds is insufficient; the only way that it will run more than a few days is winding it fully up If the clock does not keep time when fully wound, then I advised her to adjust the time using the regulating nut on the pendulum(This is an adjustment that is not warranted since mechanical clocks need adjusted for time periodically due to environmental factors such as humidity) She advised me that she would see how the clock ran on her winds and get back to me This clock was fully rebuilt and tested for weeks prior to returning it to her If she does not understand how the clock functions, this is not a fault of the work; however, if she does not understand it, operating instructions can be found on our website in PDF format for downloading [redacted] While these instructions are written for Sligh Clocks, this manual covers every aspect of Ms ***'s clock Sincerely [redacted] Master Clockmaker

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

In October, 2014, we received a clock movement from Mr [redacted] ***, a purported clock repairman from the state of [redacted] Allegedly Mr [redacted] received the movement from a customer of his and was incapable of repairing it, thus he wanted us to perform the repair on his behalf While we have a very stringent policy of not performing repair work for other members of the trade, we provided Mr [redacted] a quote for the repair to which he accepted verbally by providing us a credit card to pay for a deposit and subsequent repair We explicitly spell out the parameters of our repair services on our website (through which Mr [redacted] found us) We clearly state that all repairs take from - weeks for completion once the customer provides authorization to proceed with the repair Once Mr [redacted] was quoted, he would call repeatedly seeking to know how long the repair would take...why it was taking so longetc Because of his constant harassment, against my better judgement, we shortened the test running period and released the movement to be returned to him on December 18, 2014, at which time we invoiced and charged the balance of his repair (less than $1,in total)See attachmentOnce Mr [redacted] received the movement, he informed us that he was having trouble with the quarter chimes functioning We informed him that we would provide a prepaid label to return the movement to us for review Once it was received, we tested the movement, identified an issue with the mainspring, corrected it, test ran it completely and have returned it as of March 2015.I would note that all the work and rework was done within the parameters of our written policies that are clearly obtained when contracting with us for work to be done

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] *** Thank you for your informationThe document you sent to me as Midcoast clocks “response to complaint” was sent to me, as a reply from him I called multiple times again The business is NON RESPONSIVEI talked with a girl that answers the phone and got nowhereI sent an email and proposed multiple times for a call, and asked for reply by email –NO REPLYI can forward you all emails sent to the business I own multiple businesses, and know that I respond to upset customers This business refuses to acknowledge meThe only acknowledgment I got was after I told them I was complaining to you, and going to “clock organizations “ to see their thoughts on this no response and unaccountability for errors made in the field The accounting of the episode is somewhat distorted , although they sound reasonable, The big facts are incorrectThe clock was not dismantledHe did help with another clock move due to current location of the existing clockThe big MIS STAEMENT IS Three fold: 1)Upon setting up the clock, he told me specifically, that he” set the chimes to work properly now” That setting is the problem The chimes go on for minutes every fifteen minutes He further stated that the chimes were NOT set properly before, although they were set that way for over years before, that I know of and probably years before that 2) Immediately, after the install- and talking to my mother who had the clock plus years, I reached out to his personal cell phone (which he gave me), and told his wife(?) That there was a problem and I had multiple questionsShe assured me he would call back, although she sounded “put out “ by my callThen after no reply, I called the office, and left MULTIPLE voice mails Then after no reply, I emailed several times, with NO RESPONSEThinking that I had just made a business mistake, and that the company had no interest in correcting the mistake, I gave up and called two local clock guysBoth stated that I should get him back, for it was “HIS ERROR:” and for them to do the “repair” , not knowing what he did, would be upwards of dollars and that would probably be substantially more once they “got into the clock” Since the Midcoast clock was responsible for moving the clock and setting it back up, I would think it obvious that midcoast clock should fix the chimes, as they were before they moved the clock If they damaged the clock in the move, they should stand behind the move and fix the chimes.3)My mother owned the clock for fifty years and did not abuse the clock as insinuated in Midcoast clocks accounting The clock was not “used”(wound) for one year,But was not moved or abused She was proud of this antique, and was meticulously kept by herShe went into a nursing home, just recently, but is keenly aware of how the clocks mannerisms are She has meticulous records of how the chimes are designed to chime(4-notes every quarter hour and same at top of hour plus gong for the hour) Now the clock goes for five (5) minutes every quarter hour!! The clock chimes are not able to be run in a reasonable household and the damage is staggeringI wish this man to come and fix the “correction” he stated he made in the chimesI am flexible when he comes , for I know he travelsHowever This man refuses to communicateHides behind his secretaries, and is outright giving misinformation for his defense

Dear Mr***: You engaged our services on Tuesday, February 23, to pack and transport a grandfather clock from an
unoccupied home located at ** *** *** *** ** *** to the Residence of Mr*** ***, ** *** *** *** ** *** Under the terms of the move, you were to provide an employee of yours to assist with the loading in *** and with the unloading in ***. Midcoast Clock & Music Box Company, LLC was to pack the clock, move the clock, unpack the clock and set back up. We were contracted in any way to repair the clock. We were also instructed to enter the home as follows: Go through gate, at bottom of stairs inside a storm door is a mailbox with a key to the front door. I was further advised not to let the employee know where the key was When I arrived, I found that the storm door was locked. I called you and you instructed me that the plans had changed and that your employee was enroute (running late because of traffic) and that the employee had the key to the house. The appointment was set for 10:00am; the employee arrived at 10:20am. The employee unlocked the front door to gain entry. As always the clock and location scene was documented with pictures before any attempt was made to pack the clock. It was obvious that the clock had been left without running for an unknown extended period of time. The pendulum was disconnected but not removed from the case. The left weight was missing from the case, but was found in the room nearby. The center weight was laying in the bottom of the clock case. The chime weight was still in the case and hanging the right cable. The chime weight cable was off of the spool and wound around the winding arbor. Two chime tubes were laying in the clock with broken cords. The clock was filthy from years of neglect and the movement was laiden with dust I removed hood from the case with the help of the employee. I removed the weights and pendulum. I removed the hands and dial. I removed the tubes from the case. I dismounted the movement from the case. All of these items were boxed and/or blanket wrapped separately The employee assisted with moving the main cabinet from the home and placing it in my van where it was blanket wrapped and secured for transport I advised the employee that in the miles of travel, that I may stop, therefore, I would plan on arriving at the ***, MA located in approximately hours I arrived at ** *** ***, ***, ** within the specified time frame. There was no sign of the employee and no one answered the door of the home. To save time I began unloading the separately itemized items and prepared the cabinet so that when the employee arrived, it would take minimal time. The employee never showed. I called you on the cell number provided and did not receive an answer. I called your *** *** business number and was told that you would call back. You called me; we discussed the absent employee. You advised that your tracking system showed that he was an hour away, but that you could not reach him. You also advised that you would come to the house and assist When you arrived, you and I looked at a couple of possible locations to place the clock. The location you chose had a large peice of artwork on the wall that needed to be removed first. While I waited, you removed the artwork, patched the holes from the artwork hanging device, and painted an area on the wall. While you did this work, I observed that there was a female in the house who appeared to be there for house maid services. You also asked that I unpack and setup a smaller grandfather clock in the hallway of the house. I consented and did not charge you for this extra add on While I was setting up the first clock, you indicated that you would not be able to stay. You attemped to reach your wife to see if she could cover for you while you left. In the mean time I thoroughly cleaned the case and applied a lemon oil to the extremely dehydrated wood cabinet. You mentioned how great the clock looked. Your son arrived. You introduced me to your son. You instructed your son to stick around in case I need any assistance with placing the clock hood when I was completed. I asked concerning the payment for services since we get paid at time of service. You advised that you wanted to pay with credit card of which I don't have the ability to do in remote locations. You were charged as quoted prior to the move $plus $per mile mileage. The total was $632.00 I called Sheri in our office to see if she could accept a credit card over the phone. She consented and you provide her with the payment information and then you left the premises I continued to work and removed the chime cable from the arbor and wound rewound it on the barrell. The clock would not function, so I lubricated it to help free up the mechanism. I eventually got the clock to run; however, since it is in such need of an overhaul, chime release levers continued to stick periodically and throw the chimes into a dissequence. The clock would run, the chimes usually would activate, but the chimes struggled to stop at the proper intervals. The clock was now at least in better shape than when I found it in ***
I tried to communicate with the "cleaning lady" to see where your son was, but was unable to successfully locate him. Since there was no one to review the clock operation and recommendations with. I alone replaced the clock hood, set the time, and left the premises. I never heard from you again until yesterday, Friday, June 10, when you sent multiple scathing, threatening, and untrue emails to Midcoast Clock & Music Box Company, LLC, at which time you also sent an untrue complaint to the Revdex.com. In addition you called our national repair center demanding a follow up service call. I called every number you provided us at least 2x each and you would not take my call to discuss. I left a message with one of your employees asking that you return a call I cannot imagine what you think we failed to do as part of our agreement to pack, move, and unpack your grandfather clock. If we would discuss it, perhaps we could amicably get to the bottom of the problem Sincerely Roger G*** Master Clockmaker Midcoast Clock & Music Box Company, LLC ***

Dear Mr***: You engaged our services on Tuesday, February 23, to pack and transport a grandfather clock from an unoccupied home located at ** *** *** *** ** *** to the Residence of Mr*** ***, ** *** *** *** ** *** Under
the terms of the move, you were to provide an employee of yours to assist with the loading in *** and with the unloading in ***. Midcoast Clock & Music Box Company, LLC was to pack the clock, move the clock, unpack the clock and set back up. We were contracted in any way to repair the clock. We were also instructed to enter the home as follows: Go through gate, at bottom of stairs inside a storm door is a mailbox with a key to the front door. I was further advised not to let the employee know where the key was When I arrived, I found that the storm door was locked. I called you and you instructed me that the plans had changed and that your employee was enroute (running late because of traffic) and that the employee had the key to the house. The appointment was set for 10:00am; the employee arrived at 10:20am. The employee unlocked the front door to gain entry. As always the clock and location scene was documented with pictures before any attempt was made to pack the clock. It was obvious that the clock had been left without running for an unknown extended period of time. The pendulum was disconnected but not removed from the case. The left weight was missing from the case, but was found in the room nearby. The center weight was laying in the bottom of the clock case. The chime weight was still in the case and hanging the right cable. The chime weight cable was off of the spool and wound around the winding arbor. Two chime tubes were laying in the clock with broken cords. The clock was filthy from years of neglect and the movement was laiden with dust I removed hood from the case with the help of the employee. I removed the weights and pendulum. I removed the hands and dial. I removed the tubes from the case. I dismounted the movement from the case. All of these items were boxed and/or blanket wrapped separately The employee assisted with moving the main cabinet from the home and placing it in my van where it was blanket wrapped and secured for transport I advised the employee that in the miles of travel, that I may stop, therefore, I would plan on arriving at the ***, MA located in approximately hours I arrived at ** *** ***, ***, ** within the specified time frame. There was no sign of the employee and no one answered the door of the home. To save time I began unloading the separately itemized items and prepared the cabinet so that when the employee arrived, it would take minimal time. The employee never showed. I called you on the cell number provided and did not receive an answer. I called your *** *** business number and was told that you would call back. You called me; we discussed the absent employee. You advised that your tracking system showed that he was an hour away, but that you could not reach him. You also advised that you would come to the house and assist When you arrived, you and I looked at a couple of possible locations to place the clock. The location you chose had a large peice of artwork on the wall that needed to be removed first. While I waited, you removed the artwork, patched the holes from the artwork hanging device, and painted an area on the wall. While you did this work, I observed that there was a female in the house who appeared to be there for house maid services. You also asked that I unpack and setup a smaller grandfather clock in the hallway of the house. I consented and did not charge you for this extra add on While I was setting up the first clock, you indicated that you would not be able to stay. You attemped to reach your wife to see if she could cover for you while you left. In the mean time I thoroughly cleaned the case and applied a lemon oil to the extremely dehydrated wood cabinet. You mentioned how great the clock looked. Your son arrived. You introduced me to your son. You instructed your son to stick around in case I need any assistance with placing the clock hood when I was completed. I asked concerning the payment for services since we get paid at time of service. You advised that you wanted to pay with credit card of which I don't have the ability to do in remote locations. You were charged as quoted prior to the move $plus $per mile mileage. The total was $632.00 I called Sheri in our office to see if she could accept a credit card over the phone. She consented and you provide her with the payment information and then you left the premises I continued to work and removed the chime cable from the arbor and wound rewound it on the barrell. The clock would not function, so I lubricated it to help free up the mechanism. I eventually got the clock to run; however, since it is in such need of an overhaul, chime release levers continued to stick periodically and throw the chimes into a dissequence. The clock would run, the chimes usually would activate, but the chimes struggled to stop at the proper intervals. The clock was now at least in better shape than when I found it in *** I tried to communicate with the "cleaning lady" to see where your son was, but was unable to successfully locate him. Since there was no one to review the clock operation and recommendations with. I alone replaced the clock hood, set the time, and left the premises. I never heard from you again until yesterday, Friday, June 10, when you sent multiple scathing, threatening, and untrue emails to Midcoast Clock & Music Box Company, LLC, at which time you also sent an untrue complaint to the Revdex.com. In addition you called our national repair center demanding a follow up service call. I called every number you provided us at least 2x each and you would not take my call to discuss. I left a message with one of your employees asking that you return a call I cannot imagine what you think we failed to do as part of our agreement to pack, move, and unpack your grandfather clock. If we would discuss it, perhaps we could amicably get to the bottom of the problem Sincerely Roger G*** Master Clockmaker Midcoast Clock & Music Box Company, LLC ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
From: *** ***
Date: Wed, Nov 19, at 1:PM
Subject: Re: Your Revdex.com Complaint
It was sent to the correct address after I got the tracking number from the clock repair co., so I could contact UPSI had to wait for the repair person to return to work so I could get itWhich took over a week

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
On Tue, Nov 18, at 8:PM, *** *** wrote:
I'm rejecting the reply because the company did put the right address on returnI hadn't lived at that address for over yearsThe right address was on the package sent to them, and I also called and talked to them about sending the clock to them, giving my name and address, which I'm sure they wrote downIf not they should have, if they are a professional companyI couldn't get a tracking number because the secretary did not receive it, which she should have, and since the repair person was on a trip, I couldn't get itI worried about the clock because it was a present from my childrentherefore I couldn't accept the responseI won't give out my new number
We can correspond by email
Sincerely *** ***
On Tue, Nov 18, at 8:PM, Jean Squires wrote:
I'm rejecting the reply because the company did put the right address on returnI hadn't lived at that address for over yearsThe right address was on the package sent to them, and I also called and talked to them about sending the clock to them, giving my name and address, which I'm sure they wrote downIf not they should have, if they are a professional companyI couldn't get a tracking number because the secretary did not receive it, which she should have, and since the repair person was on a trip, I couldn't get itI worried about the clock because it was a present from my childrentherefore I couldn't accept the responseI won't give out my new number
We can correspond by email
Sincerely Jean Squires

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Thank you for your information. The document you sent to me as Midcoast clocks “response to complaint” was sent to me, as a reply from him.  I called multiple times again.  The business is NON RESPONSIVE. I talked with a girl that answers the phone and got nowhere. I sent an email and proposed multiple times for a call, and asked for reply by email –NO REPLY. I can forward you all emails sent to the business.  I own multiple businesses, and know that I respond to upset customers.  This business refuses to acknowledge me. The only acknowledgment I got was after I told them I was complaining to you, and going to “clock organizations “ to see their thoughts on this no response and unaccountability for errors made in the field.  The accounting of the episode is somewhat distorted , although they sound reasonable, The big facts are incorrect. The clock was not dismantled. He did help with another clock move due to current location of the existing clock. The big MIS STAEMENT IS Three fold: 1)Upon setting up the clock, he told me specifically, that he” set the chimes to work properly now”.  That setting is the problem.  The chimes go on for 5 minutes every fifteen minutes.  He further stated that the chimes were NOT set properly before, although they were set that way for over 50 years before, that I know of and probably 60 years before that 2) Immediately, after the install- and talking to my mother who had the clock 50 plus years, I reached out to his personal cell phone (which he gave me), and told his wife(?) That there was a problem and I had multiple questions. She assured me he would call back, although she sounded “put out “ by my call. Then after no reply, I called the office, and left MULTIPLE voice mails.  Then after no reply, I emailed several times, with NO RESPONSE. Thinking that I had just made a business mistake, and that the company had no interest in correcting the mistake, I gave up and called two  local clock guys. Both stated that I should get him back, for it was “HIS ERROR:” and for them to do the “repair” , not knowing what he did, would be upwards of 1000 dollars and that would probably be substantially more once they “got into the clock”  Since the Midcoast clock was responsible for moving the clock and setting it back up, I would think it obvious that midcoast clock should fix the chimes, as they were before they moved the clock.  If they damaged the clock in the move, they should stand behind the move and fix the chimes.3)My mother owned the clock for fifty years and did not abuse the clock as insinuated in Midcoast clocks accounting.  The clock was not “used”(wound) for one year,But was not moved or abused.  She was proud of this antique, and was meticulously kept by her. She went into a nursing home, just recently, but is keenly aware of how the clocks mannerisms are.  She has meticulous records of how the chimes are designed to chime(4-6 notes every quarter hour and same at top of hour plus gong for the hour).  Now the clock goes for five (5) minutes every quarter hour!!.  The clock chimes are not able to be run in a reasonable household and the damage is staggering. I wish this man to come and fix the “correction” he stated he made in the chimes. I am flexible when he comes , for I know he travels. However This man refuses to communicate. Hides behind his secretaries, and is outright giving misinformation for his defense.

To Whom it May Concern
Thank you for contacting us regarding our customer Ms [redacted].   Ms [redacted] had us rebuild her spring wound 8-Day grandmother clock.  I spoke with her on June 30, 2013 regarding the issue(s) she is having.  She advised that the clock ran a week after...

we returned it but that she has been unable to keep it running more than 2-3 days since.  She also advised that she is only winding the clock 2-3 winds because she is afraid to break something.  Consequently, the clock does not have sufficient power to run properly and runs only a fews hours or days and does not keep time. 
I advised her that the clock is designed to run for 8 days only when wound sufficiently ( 9 - 12 turns each on 2 separate springs).  While I was on the phone, she wound each position 7 times.  I advised her that 7 winds is insufficient;  the only way that it will run more than a few days is winding it fully up.  If the clock does not keep time when fully wound, then I advised her to adjust the time using the regulating nut on the pendulum. (This is an adjustment that is not warranted since mechanical clocks need adjusted for time periodically due to environmental factors such as humidity) 
She advised me that she would see how the clock ran on her 7 winds and get back to me. 
This clock was fully rebuilt and tested for 2 weeks prior to returning it to her.   If she does not understand how the clock functions, this is not a fault of the work; however, if she does not understand it, operating instructions can be found on our website in PDF format for downloading[redacted].  While these instructions are written for Sligh Clocks, this manual covers every aspect of Ms [redacted]'s clock.
 
Sincerely
[redacted]
Master Clockmaker

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

In October, 2014, we received a clock movement from Mr. [redacted], a purported clock repairman from the state of [redacted].  Allegedly Mr. [redacted] received the movement from a customer of his and was incapable of repairing it, thus he wanted us to perform the repair on his behalf....

 While we have a very stringent policy of not performing repair work for other members of the trade, we provided Mr. [redacted] a quote for the repair to which he accepted verbally by providing us a credit card to pay for a deposit and subsequent repair.  We explicitly spell out the parameters of our repair services on our website (through which Mr. [redacted] found us).  We clearly state that all repairs take from 6 - 8 weeks for completion once the customer provides authorization to proceed with the repair.  Once Mr. [redacted] was quoted, he would call repeatedly seeking to know how long the repair would take...why it was taking so long... etc.  Because of his constant harassment, against my better judgement, we shortened the test running period and released the movement to be returned to him on December 18, 2014, at which time we invoiced and charged the balance of his repair (less than $1,000 in total). See attachmentOnce Mr [redacted] received the movement, he informed us that he was having trouble with the quarter chimes functioning.  We informed him that we would provide a prepaid label to return the movement to us for review.   Once it was received, we tested the movement, identified an issue with the mainspring, corrected it, test ran it completely and have returned it as of March 2015.I would note that all the work and rework was done within the parameters of our written policies that are clearly obtained when contracting with us for work to be done.

Thank you for providing us the opportunity to reply to Ms. [redacted] complaint.   
We received Ms. [redacted]' wall clock for evaluation for a possible repair.  When the clock was received, the only information was on the label which showed her name and the shipping address...

from the 3rd party shipping agency that she used.  There was no identification inside the box, nor was our required shipping statement (as can be printed from our shipping instructions on our website) enclosed or attached.
In order to attempt to find Ms. [redacted], one our tech utilized www.whitepages.com.  He was able to get a phone number that matched the name; however, on each attempt that he made to call, Ms [redacted] would tell him that she didn't know what we were calling about and she would abruptly hang up.  Finally the two connected.   After evaluating the clock, I personally called Ms [redacted] to advise of the estimate for repair.   She refused to have the clock repaired, so as a matter of our policy, I requested that she provide me with a credit card for return shipping charges.  I asked her how much she would like to insure her $1,600 clock; she advised that she only wanted $400 insurance on it.  Once the clock was professionally repacked we shipped the clock to her address as listed on www.whitepages.com within 3-5 business days.   In the meantime she would call us, sometimes several times a day to see why we hadn't charged her card and we advised her the her card would only be charged at the time of shipment.
After the shipment went out, I was on vacation for 10 days.  During this time I was unaware that she never received her clock.  On the first day that I returned, she called me personally.  I placed her on hold and checked with UPS and found that the UPS was unable to deliver because the recipient had moved from the published address that we had.  Ms [redacted] then gave me her correct address and UPS delivered within 24 hours.

Review: they moved my clock from town to town. Upon setting clock back up the clock guy set chime incorrectly. This has been verified by two "clockmasters" He set the chimes to chime 20 minutes out of every hour when the design calls for 4-6 notes every fifteen minutes. I called them multiple times - NO RETURN CALLS. I emailed multiple times NO REPLY.

I just want the chimes set properly as they were before the clock was moved.Desired Settlement: I just want the chimes set properly as they were before the clock was moved.

I left multiple messages that I am flexible as to when he can come and do his agreed upon job properly.

Business

Response:

Dear Mr. [redacted]:

Review: On 3/27/14 and 5/21/14 [redacted] came tp my house to repair an old clock. Total cost of repair was $475. He assured me that the clock would be fine for another 5 years when it would need to be oiled. It stopped running after a few days, and since then, I have made 7 calls to his place of business. I have spoken with a women (his wife?) and I have left messages. He has not called to resolved the issue.Desired Settlement: I would a refund of $475.

Business

Response:

To Whom it May Concern

Thank you for contacting us regarding our customer Ms [redacted]. Ms [redacted] had us rebuild her spring wound 8-Day grandmother clock. I spoke with her on June 30, 2013 regarding the issue(s) she is having. She advised that the clock ran a week after we returned it but that she has been unable to keep it running more than 2-3 days since. She also advised that she is only winding the clock 2-3 winds because she is afraid to break something. Consequently, the clock does not have sufficient power to run properly and runs only a fews hours or days and does not keep time.

I advised her that the clock is designed to run for 8 days only when wound sufficiently ( 9 - 12 turns each on 2 separate springs). While I was on the phone, she wound each position 7 times. I advised her that 7 winds is insufficient; the only way that it will run more than a few days is winding it fully up. If the clock does not keep time when fully wound, then I advised her to adjust the time using the regulating nut on the pendulum. (This is an adjustment that is not warranted since mechanical clocks need adjusted for time periodically due to environmental factors such as humidity)

She advised me that she would see how the clock ran on her 7 winds and get back to me.

This clock was fully rebuilt and tested for 2 weeks prior to returning it to her. If she does not understand how the clock functions, this is not a fault of the work; however, if she does not understand it, operating instructions can be found on our website in PDF format for downloading[redacted]. While these instructions are written for Sligh Clocks, this manual covers every aspect of Ms [redacted]'s clock.

Sincerely

Master Clockmaker

Review: I Sent my clock to get it appraise to fix. The cost was more than I could afford. The Repair person ? I think took my credit card number and said he would send it back to me. I was told the clock was shipped on Thursday morning the 9th of October, 2014. As of yet I have not received the clock. I have called several times to get the tracking number and was told the repair person would have to give it to me. I was also told as of last Tuesday that they weren't there. I assume their are 2 repair persons. The girl who answered the phone got rather nasty with me and hung up the phone on me. I have no clock and have no tracking number to see what happened to my clock. The clock was a present from my children for my husband and me. Please look into this for me. Thank yousincerely [redacted]Desired Settlement: I want my clock back.

Business

Response:

Thank you for providing us the opportunity to reply to Ms. [redacted] complaint.

We received Ms. [redacted]' wall clock for evaluation for a possible repair. When the clock was received, the only information was on the label which showed her name and the shipping address from the 3rd party shipping agency that she used. There was no identification inside the box, nor was our required shipping statement (as can be printed from our shipping instructions on our website) enclosed or attached.

In order to attempt to find Ms. [redacted], one our tech utilized www.whitepages.com. He was able to get a phone number that matched the name; however, on each attempt that he made to call, Ms [redacted] would tell him that she didn't know what we were calling about and she would abruptly hang up. Finally the two connected. After evaluating the clock, I personally called Ms [redacted] to advise of the estimate for repair. She refused to have the clock repaired, so as a matter of our policy, I requested that she provide me with a credit card for return shipping charges. I asked her how much she would like to insure her $1,600 clock; she advised that she only wanted $400 insurance on it. Once the clock was professionally repacked we shipped the clock to her address as listed on www.whitepages.com within 3-5 business days. In the meantime she would call us, sometimes several times a day to see why we hadn't charged her card and we advised her the her card would only be charged at the time of shipment.

After the shipment went out, I was on vacation for 10 days. During this time I was unaware that she never received her clock. On the first day that I returned, she called me personally. I placed her on hold and checked with UPS and found that the UPS was unable to deliver because the recipient had moved from the published address that we had. Ms [redacted] then gave me her correct address and UPS delivered within 24 hours.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On Tue, Nov 18, 2014 at 8:51 PM, [redacted] <[redacted]> wrote:

I'm rejecting the reply because the company did put the right address on return. I hadn't lived at that address for over 2 years. The right address was on the package sent to them, and I also called and talked to them about sending the clock to them, giving my name and address, which I'm sure they wrote down. If not they should have, if they are a professional company. I couldn't get a tracking number because the secretary did not receive it, which she should have, and since the repair person was on a trip, I couldn't get it. I worried about the clock because it was a present from my children. therefore I couldn't accept the response. I won't give out my new number.

We can correspond by email.

Sincerely [redacted]

On Tue, Nov 18, 2014 at 8:51 PM, Jean Squires <[email protected]> wrote:

I'm rejecting the reply because the company did put the right address on return. I hadn't lived at that address for over 2 years. The right address was on the package sent to them, and I also called and talked to them about sending the clock to them, giving my name and address, which I'm sure they wrote down. If not they should have, if they are a professional company. I couldn't get a tracking number because the secretary did not receive it, which she should have, and since the repair person was on a trip, I couldn't get it. I worried about the clock because it was a present from my children. therefore I couldn't accept the response. I won't give out my new number.

Review: sent clock movement 6 oct 14 for repair. received it 24 dec 14. it did not work. returned it 8 jan 15. I have called numerous times and mr. [redacted] does not return my call. I am out of over 1000 dollars and clock movement.Desired Settlement: fix movement if you can or refund total amount and my movement asap

Business

Response:

In October, 2014, we received a clock movement from Mr. [redacted], a purported clock repairman from the state of [redacted]. Allegedly Mr. [redacted] received the movement from a customer of his and was incapable of repairing it, thus he wanted us to perform the repair on his behalf. While we have a very stringent policy of not performing repair work for other members of the trade, we provided Mr. [redacted] a quote for the repair to which he accepted verbally by providing us a credit card to pay for a deposit and subsequent repair. We explicitly spell out the parameters of our repair services on our website (through which Mr. [redacted] found us). We clearly state that all repairs take from 6 - 8 weeks for completion once the customer provides authorization to proceed with the repair. Once Mr. [redacted] was quoted, he would call repeatedly seeking to know how long the repair would take...why it was taking so long... etc. Because of his constant harassment, against my better judgement, we shortened the test running period and released the movement to be returned to him on December 18, 2014, at which time we invoiced and charged the balance of his repair (less than $1,000 in total). See attachmentOnce Mr [redacted] received the movement, he informed us that he was having trouble with the quarter chimes functioning. We informed him that we would provide a prepaid label to return the movement to us for review. Once it was received, we tested the movement, identified an issue with the mainspring, corrected it, test ran it completely and have returned it as of March 2015.I would note that all the work and rework was done within the parameters of our written policies that are clearly obtained when contracting with us for work to be done.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I sent a music box to be repaired to this company. On their website it says it takes 2 to 6 weeks. I paid $50 to start repairs on 1/29. On February 21st through 26th I attempted to contact them to see if it was finished. I could not get a response. On the 26th I received an email that simply said I would receive a call requesting my credit card info when it was finished. On 3/18 I still had not heard anything. I left a message and a voicemail asking to have my music box back even if it was not repaired. I cannot get in touch with them, and they have not replied. My husband saw a music box exactly like the one I sent in on eBay. It might not be the same one but we are worried because this is not a common item.Desired Settlement: I want my music box back and the $50 I paid to have it fixed plus the $20 I spent shipping it to them.

Review: Atmos Clock Serial Number [redacted] sent to be repaired to Midcoast, .

Midcoast returned a repaired Atmos clock with the serial number of [redacted]Desired Settlement: Return my personal original LeCoultre Atmos Clock Model/Caliber 528-6 with Serial Number [redacted]