Pilgrim Clock & Gift Shop

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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]

We had a service call scheduled for 10am on 4-7-We arrived at 10am and rang the doorbell and no one answeredWe went to the back door and knocked and no one answeredWe called and no one answeredWe waited in the driveway for minutes but no one showed up so we leftThe next day the customer called and we told him we were there for the service call but no one was homeThe customer said he was sleeping and didn't hear the phone or doorbellWe wasted a whole morning waiting for this customer and we didn't charge a dime for it.We rescheduled the appointment for 4-21-and arrivedThe serviceman is a fourth generation professional clockmaker that has been repairing clocks for the last years and knows what he is doingHe has repaired tens of thousands of clocks in the last yearsHe looked the grandfather clock over and told the customer that the clock was in very bad shape because the clock was never lubricated in years (like a year old car that never had it's oil changed) and now needed to be rebuiltThe customer said he was retired and could not afford the major repairTo try to prevent the customer being out the cost of a service call we tried to do the basics (lubrication & adjustments) in the home to try to at least make it workWe wrote on his receipt “clock needs cleaning and bushings, no guaranty” and the customer acknowledged this fact by signing the receipt...copy of receipt available on requestWhen we left the clock was runningThe customer called a few days later and said the clock ran for day and stoppedWe advised him again the clock needed more work than could be done in the homeIt needed to be rebuilt in our shopWe were even willing to apply the cost of the service call to the rebuilding so the customer wasn't out the money but the customer refused.Then the customers son came into our store and was argumentative with the woman at our counter including swearing on his way outWe don't operate that way and don't need to be treated like that.Pilgrim Clock Shop

We had a service call scheduled for 10am on 4-7-16. We arrived at 10am and rang the doorbell and no one answered. We went to the back door and knocked and no one answered. We called and no one answered. We waited in the driveway for 45 minutes but no one showed up so we left. The next day the...

customer called and we told him we were there for the service call but no one was home. The customer said he was sleeping and didn't hear the phone or doorbell. We wasted a whole morning waiting for this customer and we didn't charge a dime for it.We rescheduled the appointment for 4-21-16 and arrived. The serviceman is a fourth generation professional clockmaker that has been repairing clocks for the last 66 years and knows what he is doing. He has repaired tens of thousands of clocks in the last 66 years. He looked the grandfather clock over and told the customer that the clock was in very bad shape because the clock was never lubricated in 28 years (like a 28 year old car that never had it's oil changed) and now needed to be rebuilt. The customer said he was retired and could not afford the major repair. To try to prevent the customer being out the cost of a service call we tried to do the basics (lubrication & adjustments) in the home to try to at least make it work. We wrote on his receipt “clock needs cleaning and bushings, no guaranty” and the customer acknowledged this fact by signing the receipt...copy of receipt available on request. When we left the clock was running. The customer called a few days later and said the clock ran for 1 day and stopped. We advised him again the clock needed more work than could be done in the home. It needed to be rebuilt in our shop. We were even willing to apply the cost of the service call to the rebuilding so the customer wasn't out the money but the customer refused.Then the customers son came into our store and was argumentative with the woman at our counter including swearing on his way out. We don't operate that way and don't need to be treated like that.Pilgrim Clock Shop

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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]

Review: my father has a clock that was losing or gaining a minute a day. he made an appt. with this business to come out and look at it. they serviced clock adjusted and oiled clock also replaced a spring with a "special suspension spring" noting on the invoice that clock needs cleaning and bushings no guaranty. the clock stopped running before the service tech. left . then stated it would cost $800.00 to fix clock because it has never been serviced in 30 years. and would subtract the $250.00 he was charged from the $800.00 to repair. my issue is if he knew it had never been serviced why would he even try to service at this time and why not be up front and tell him it will most likely cost 800.00 to fix at which point my dad would have declined any repair at this time. for $250.00 would except clock to run like it did before serviced and still lose or gain a minute a day. would like a refund or a running clock for my dad.Desired Settlement: refund or repair to running condition

Business

Response:

We had a service call scheduled for 10am on 4-7-16. We arrived at 10am and rang the doorbell and no one answered. We went to the back door and knocked and no one answered. We called and no one answered. We waited in the driveway for 45 minutes but no one showed up so we left. The next day the customer called and we told him we were there for the service call but no one was home. The customer said he was sleeping and didn't hear the phone or doorbell. We wasted a whole morning waiting for this customer and we didn't charge a dime for it.